Refund & Cancellation Policy

At GoZevv, we understand that plans can change. This policy outlines our cancellation and refund terms to ensure transparency and fairness for all our customers.

1. Cancellation Policy

1.1 Customer-Initiated Cancellations

1.2 How to Cancel

You can cancel your booking through any of the following methods:

• Click the cancellation link in your booking confirmation SMS/email
• Call our 24/7 customer support helpline
• Send a WhatsApp message to our support number
• Email us at support@gozevv.in with your booking ID

1.3 GoZevv-Initiated Cancellations

In rare cases where we need to cancel your booking due to unforeseen circumstances:

• 100% full refund will be processed immediately
• We will attempt to arrange an alternative vehicle at no extra cost
• You will be notified immediately via phone and SMS

2. Refund Policy

2.1 Refund Timeline

2.2 Refund Method

Refunds will be processed to the original payment method used for booking:

• Online payments: Refunded to the same card/UPI/wallet
• Cash bookings: Refunded via bank transfer (bank details required)
• Corporate bookings: Adjusted in next month's invoice

2.3 Partial Refunds

Partial refunds may apply in the following scenarios:

• Trip modifications after driver dispatch
• Cancellations within the 1-2 hour window (75% refund)
• Late cancellations within 1 hour (50% refund)

3. Modification Policy

3.1 Booking Modifications

You can modify your booking details up to 1 hour before scheduled pickup:

• Pickup time change: Free (subject to availability)
• Pickup location change: Free (within same city)
• Drop location change: Fare difference may apply
• Date change: Free (subject to availability)

3.2 How to Modify

Contact our customer support team via:

• Phone: Available 24/7
• WhatsApp: Instant response
• Email: support@gozevv.in

4. Special Circumstances

4.1 Flight Delays/Cancellations

For airport pickups affected by flight delays or cancellations:

• We track your flight automatically
• Pickup time adjusted automatically (no charges)
• If flight is cancelled, free cancellation up to 2 hours after scheduled landing
• 100% refund if you cancel due to flight cancellation (proof required)

4.2 Medical Emergencies

In case of genuine medical emergencies:

• 100% refund regardless of cancellation time
• Medical certificate or proof may be required
• Contact customer support immediately for expedited processing

4.3 Weather/Natural Disasters

In case of severe weather or natural disasters:

• 100% refund if trip is unsafe to complete
• Option to reschedule without charges
• Decision based on official weather warnings and road conditions

5. No-Show Policy

5.1 Passenger No-Show

If you are not present at the pickup location:

• Driver will wait for 15 minutes free of charge
• After 15 minutes: ₹100 per hour waiting charge
• After 30 minutes: Trip marked as no-show, 50% charge applies
• Please inform us immediately if you're running late

5.2 Driver No-Show

If our driver fails to arrive:

• 100% full refund processed immediately
• Alternative vehicle arranged at no extra cost
• Compensation voucher for future bookings

6. Corporate Bookings

6.1 Corporate Cancellation Policy

For corporate accounts with monthly billing:

• Cancellations adjusted in monthly invoice
• Bulk cancellations: Custom terms apply
• Dedicated account manager for modifications
• Flexible cancellation windows for regular clients

7. Refund Processing

7.1 Refund Initiation

Refunds are initiated:

• Immediately upon cancellation approval
• Automated for eligible cancellations
• Manual review for disputed cases (within 24 hours)

7.2 Refund Tracking

You can track your refund status:

• SMS notification when refund is initiated
• Email confirmation with transaction ID
• Contact support for refund status updates

8. Dispute Resolution

8.1 Filing a Dispute

If you disagree with cancellation charges:

• Contact customer support within 48 hours
• Provide booking ID and reason for dispute
• Our team will review within 24-48 hours
• Decision communicated via email

8.2 Escalation Process

If not satisfied with initial resolution:

• Request escalation to senior management
• Email: escalations@gozevv.in
• Response within 3 business days

9. Important Notes

10. Contact Information