1. Scope

This policy covers cancellations and refunds for bookings made through the Yatra Fleet marketplace. Yatra Fleet connects customers with independent transportation providers (“partners”). We keep the rules plain so everyone knows what happens when plans change.

2. Definitions

• Base fare: price for the listed service excluding extras (tolls, parking, waiting, detours, taxes unless shown included).
• Pickup time: the confirmed start time on the booking confirmation.
• Confirmed booking: a booking with a confirmation issued by the platform.

3. Standard cancellation windows (point-to-point, airport, hourly)

City-specific rules or permits may impose stricter terms; those override where required by law.

4. Tours & multi-day bookings

5. When a partner cancels

• Customer receives a full refund of amounts paid.
• If cancellation occurs < 12 hours before pickup, we may add a goodwill credit to the customer account.
• We will attempt to re-accommodate with an equivalent partner at the same price; customer can accept or decline.

6. Changes, reschedules & waiting time

• Reschedule: treated like a cancellation + new booking. If changed ≥ 24h (or 72h for tours), fees are typically waived; otherwise slab applies.
• Waiting time: charges follow the listing terms. If the driver is on-site and waiting, the booking is active; cancellations may incur charges per slab.
• Route changes / extra stops: fare adjusts accordingly; refunds only apply to unused, pre-paid extras.

7. No-shows

• Customer no-show: driver waits at least 15 minutes (or per listing). If unreachable and not present, the booking is marked no-show; base fare is non-refundable.
• Partner no-show: if driver fails to appear within 30 minutes of pickup and is unreachable, customer may cancel for a full refund.

8. Force majeure

Events beyond reasonable control (extreme weather, natural disasters, strikes, road closures, emergencies) may affect service. In such cases, fees may be waived or adjusted at Yatra Fleet’s discretion in line with evidence and applicable laws.

9. Refund method & timelines

• Refunds are sent to the original payment method unless required otherwise by law.
• Timelines (typical): UPI: 2–4 business days; cards/netbanking: 5–10 business days. Bank/issuer delays can occur.
• Any non-refundable payment gateway fees are deducted if the provider does not return them to us.

10. Non-refundable items

• Consumed extras (tolls, parking, permits, tickets).
• Government/third-party charges when the supplier marks them non-refundable.
• Custom arrangements purchased specifically for your trip that cannot be reused.

11. Evidence & disputes

• Keep all communication on the platform (calls/messages) so we can verify timing and attempts to contact.
• Photos, GPS timestamps, and ride logs may be requested for dispute review.
• Chargebacks: we share booking records with your bank. If a bank reverses funds, we may collect outstanding amounts per our Terms.

12. Additional terms for partners

• Late partner cancellations and no-shows may result in penalties, make-good obligations, or temporary suspension.
• Payouts can be held or adjusted where refunds/chargebacks apply.
• Keep listings and contact availability accurate to avoid preventable cancellations.

How refunds are calculated (examples)

13. Contact

Questions about this policy? Reach us at info@yatrafleet.com.

We may update this policy from time to time. The “Effective date” above shows when changes took effect.