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QubCab Refund and Cancellations

Last Updated: October 15, 2025

1. INTRODUCTION

The purpose of this Refund and Cancellation Policy (the "Policy") is to establish clear and transparent guidelines regarding cancellations, refunds, and related procedures for both passengers ("Users") and driver-partners ("Partners") using QubCab's digital platform. By accessing or using our mobile application or website, you agree to comply with this Policy.

QubCab is a technology-driven mobility platform that facilitates ride bookings between passengers and verified driver-partners. We do not own vehicles or operate as a transport agency; instead, we provide an intermediary service that connects both parties through our application. This document details our processes for managing cancellations, no-shows, refunds, fare adjustments, and payment disputes.

We aim to maintain fairness, transparency, and accountability between all stakeholders while ensuring compliance with the Consumer Protection Act, 2019, Information Technology Act, 2000, and applicable state transport regulations.

2. SCOPE AND APPLICABILITY

This Policy applies to all bookings, transactions, and payments made through QubCab's mobile app or website. It covers:

  • Passenger-initiated cancellations.
  • Driver-initiated cancellations.
  • Automatic ride cancellations due to system or network issues.
  • Refunds for prepaid rides or wallet balances.
  • Disputes and resolutions related to payments and cancellations.

The terms of this Policy are binding for:

  • All registered passengers using QubCab's services in India.
  • All registered driver-partners operating through the QubCab platform.
  • Any third-party aggregators or affiliates who process transactions on behalf of QubCab.

3. CANCELLATION BY PASSENGERS

Passengers may cancel a ride request at any time before the driver accepts it without incurring a fee. However, once the driver accepts, certain fees may apply.

3.1 Free Cancellation Window

  • A passenger can cancel a ride within 2 minutes of driver acceptance without being charged a cancellation fee.
  • Cancellations made before a driver is assigned are always free of cost.

3.2 Post-Acceptance Cancellations

After the driver has accepted the booking and started navigating to the pickup location:

  • If canceled after 2 minutes of acceptance, a nominal cancellation fee will be charged.
  • If the driver has reached the pickup location and waited beyond the grace period (usually 5 minutes), a no-show fee applies.

3.3 Scheduled Ride Cancellations

For pre-booked or scheduled rides:

  • Cancellations made at least 1 hour before the scheduled time are free.
  • If canceled within 1 hour, a partial cancellation fee (up to 50%) of the estimated fare may apply.

3.4 Frequent Cancellations

Repeated cancellations (more than 3 within a 24-hour period) may result in:

  • Temporary suspension of the passenger's account.
  • Restriction from availing certain promotional offers.

4. CANCELLATION BY DRIVER-PARTNERS

Driver-partners play an essential role in maintaining service reliability. However, certain conditions apply if a driver cancels after accepting a ride.

4.1 Acceptable Cancellation Reasons

Drivers may cancel a booking without penalty under the following conditions:

  • Passenger unreachable after multiple contact attempts.
  • Incorrect pickup location or safety concerns.
  • Vehicle breakdown or health emergency.

4.2 Penalties for Unjustified Cancellations

If a driver cancels multiple rides without valid reasons:

  • The driver's acceptance rate and rating may be affected.
  • Temporary suspension or monetary penalties may apply based on QubCab's internal quality policy.

4.3 Passenger Compensation

If a driver cancels after accepting and before reaching the passenger:

  • The passenger will not be charged any cancellation fee.
  • A replacement driver will be automatically assigned whenever possible.

4.4 Fraudulent Cancellations

Repeated or coordinated cancellations intended to manipulate fare pricing or exploit surge conditions may lead to account termination and potential legal action.

5. AUTOMATIC CANCELLATIONS

In some cases, QubCab's system may automatically cancel a ride:

  • Due to network disconnection or GPS failure.
  • If no drivers are available in the passenger's vicinity.
  • If payment verification fails for prepaid bookings.

In such cases, no fees are charged to passengers, and full refunds are processed automatically (if applicable).

6. NO-SHOW POLICY

If a passenger fails to arrive at the pickup location after the driver has waited for the allowed duration, the ride may be marked as a "no-show."

6.1 Waiting Time and Charges

  • Standard waiting time: 5 minutes from the driver's arrival.
  • After that period, the driver may cancel the trip and a no-show fee equivalent to a minimum fare may apply.

6.2 Exceptions

No no-show fee is applied if:

  • The driver arrives more than 10 minutes late from the estimated arrival time.
  • The passenger cancels due to visible driver misconduct or unsafe conditions.

7. REFUND ELIGIBILITY

Refunds are considered in specific cases where service was not delivered as expected.

7.1 Refundable Scenarios

  • Ride cancellation due to driver non-arrival.
  • Double charge or technical payment error.
  • Service disruption or app malfunction leading to failed ride.
  • Unauthorized transactions or incorrect deductions.

7.2 Non-Refundable Scenarios

  • Voluntary cancellation after driver acceptance (beyond grace period).
  • No-show scenarios where the driver waited beyond the allowed window.
  • Payment made for completed rides unless a verified dispute is raised.

7.3 Refund Process

  • Refund requests must be raised via the Support Portal or email to support@qubcab.com within 48 hours of the issue.
  • QubCab reviews each case within 3-5 business days.
  • Approved refunds are processed to the original payment method within 5-7 business days.

7.4 Partial Refunds

If part of a service is successfully completed (e.g., partial distance covered before cancellation due to driver issues), QubCab may issue proportionate refunds.

8. WALLET AND CREDIT BALANCES

8.1 Prepaid Wallet Usage

Users may maintain wallet balances for convenience. Refunds to wallet balances are instant where applicable.

8.2 Wallet Refunds to Bank Account

Wallet refunds to external payment methods (UPI, card, etc.) are processed within 7 working days, subject to banking timelines.

8.3 Promotional Credits

Any cashback, coupons, or promotional wallet credits are non-refundable and cannot be encashed.

9. REFUND PROCESS FOR DRIVER-PARTNERS

Driver-partners may be eligible for certain reimbursements or adjustments.

9.1 Valid Refund Scenarios

  • System or GPS error leading to incomplete ride recording.
  • Passenger cancellation after long-distance travel to pickup.
  • Over-deduction of QubCab commission due to system glitch.

9.2 Payout Adjustment

Refunds for driver-partners are generally credited in the next payout cycle after validation.

9.3 Dispute Resolution Timeline

Driver-partners should raise refund or payout discrepancy complaints within 7 days of occurrence. Late claims may not be entertained.

10. PAYMENT GATEWAY AND PROCESSING

  • QubCab partners with RBI-authorized payment gateways for all transactions.
  • All transactions are encrypted and PCI DSS-compliant.
  • QubCab never stores your card or UPI credentials directly.
  • Refunds depend on intermediary bank timelines and are subject to reconciliation.

11. FORCE MAJEURE

QubCab is not liable for cancellation or refund delays due to unforeseen circumstances such as natural disasters, government restrictions, strikes, or system outages beyond our control.

12. FRAUD, ABUSE, AND POLICY VIOLATIONS

Any attempt to manipulate the refund process or misuse the cancellation system will result in account suspension or legal action.

Examples include:

  • False refund claims.
  • Multiple cancellations to exploit promotions.
  • Coordinated activity to manipulate dynamic fares.

13. CONSUMER RIGHTS AND LEGAL COMPLIANCE

This Policy is governed by the laws of India. Users and partners retain their rights under the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023. Disputes will fall under the exclusive jurisdiction of courts located in Mumbai, Maharashtra.

14. CONTACT AND SUPPORT

For refund or cancellation-related queries, please contact:

Customer Support Desk

QubCab - EXPLORE TALES (OPC) PRIVATE LIMITED

Email: support@qubcab.com

Address: H No. 1982/1, Prakash Paints, Neral, Karjat, Raigarh (MH) - 410101, Maharashtra, India

Working Hours: Monday-Saturday, 10:00 AM to 6:00 PM IST

15. AMENDMENTS TO THIS POLICY

We may revise this Policy periodically to align with regulatory changes or operational improvements. Updated versions will be published on our website, and continued usage of QubCab signifies acceptance of the latest version.

(This Refund and Cancellation Policy forms part of QubCab's Terms and Conditions and is intended to maintain clarity, fairness, and trust between passengers, drivers, and QubCab.)