1. Overview
At Cerca, we understand that sometimes plans change. This policy outlines our cancellation and refund procedures to ensure transparency and fairness for both passengers and drivers.
2. Cancellation Policy
2.1 Passenger Cancellations
Passengers may cancel their booking under the following conditions:
- Free Cancellation: Within 2 minutes of booking confirmation
- Standard Cancellation: 2-5 minutes after confirmation (may incur fees)
- Late Cancellation: After 5 minutes (cancellation fees apply)
- No-Show: Driver arrives but passenger doesn't appear
2.2 Driver Cancellations
Drivers may cancel rides in specific circumstances:
- Safety concerns or passenger misconduct
- Vehicle breakdown or maintenance issues
- Emergency situations or health issues
- Passenger location unreachable or unsafe
3. Cancellation Fees
3.1 Fee Structure
- 0-2 minutes: No fee (Free cancellation)
- 2-5 minutes: $2.00 cancellation fee
- 5-10 minutes: $5.00 cancellation fee
- After 10 minutes: $10.00 cancellation fee
- No-Show: $15.00 fee (equivalent to minimum fare)
3.2 Fee Waivers
Cancellation fees may be waived for:
- Technical issues with the Cerca app
- Driver significantly delayed (more than 10 minutes)
- Safety concerns or emergency situations
- Service area limitations or restrictions
- First-time users (one-time courtesy waiver)
4. Refund Policy
4.1 Refund Eligibility
Refunds are available for:
- Charges for cancelled rides
- Incorrect fare calculations
- Service quality issues
- Technical errors or app malfunctions
- Driver misconduct or safety violations
4.2 Refund Process
To request a refund:
- Contact customer support within 48 hours
- Provide ride details and reason for refund
- Submit supporting evidence if required
- Allow 3-5 business days for processing
- Refunds are processed to original payment method
5. Special Circumstances
5.1 Weather and Natural Disasters
During extreme weather conditions:
- Cancellation fees may be waived
- Service availability may be limited
- Safety is our primary concern
- Alternative transportation options may be suggested
5.2 Events and Peak Times
During high-demand periods:
- Dynamic pricing may apply
- Cancellation policies remain the same
- Additional waiting time may be expected
- Surge pricing is clearly communicated
6. Dispute Resolution
6.1 Customer Support
For cancellation and refund disputes:
- Contact support through the app or website
- Provide detailed explanation of the issue
- Include relevant screenshots or evidence
- Allow 24-48 hours for initial response
- Escalation available for unresolved issues
6.2 Escalation Process
If issues remain unresolved:
- Request escalation to senior support
- Provide case reference number
- Allow additional 48-72 hours for review
- Final decision communicated via email
- External mediation available if needed
7. Payment Processing
7.1 Refund Processing Time
- Credit/Debit Cards: 3-5 business days
- Digital Wallets: 1-3 business days
- Bank Transfers: 5-10 business days
- Cash Payments: Credit to account balance
7.2 Payment Method Restrictions
Refunds are processed to:
- Original payment method used
- Account credit for future rides
- Alternative method if original unavailable
- Bank account for large refunds
8. Driver Compensation
When passengers cancel rides:
- Drivers receive compensation for time and fuel
- Compensation varies by cancellation timing
- Drivers are notified of cancellation reasons
- Fair compensation ensures driver satisfaction
- Compensation rates are reviewed quarterly
9. Policy Updates
This policy may be updated to reflect:
- Changes in service offerings
- Regulatory requirements
- Market conditions and competition
- Customer feedback and suggestions
- Technology improvements
Users will be notified of significant changes 30 days in advance.
10. Contact Information
For cancellation and refund inquiries:
- Phone: +91 7049717101
- Email: cercacars0071@gmail.com
- Address: Sai Properties, Ghule Park, Hadapsar, Pune - 412307
- In-App Support: Available 24/7
- Business Hours: Monday-Friday 9 AM-6 PM IST
11. Legal Rights
This policy does not affect your legal rights:
- Consumer protection laws apply
- Credit card chargeback rights remain
- Local transportation regulations apply
- Dispute resolution through appropriate channels
- Legal action available if necessary