Refund & Cancellation Policy
This policy explains how ride cancellations, failed payments, refunds and related booking adjustments are handled on YAVA Ride.
1. Policy overview
Refund and cancellation eligibility depends on the status of the booking, who initiated the cancellation, payment status and the applicable cancellation rules active at the time of booking.
Where a cancellation charge or refund amount applies, YAVA should display or calculate it according to the configured platform rules before the cancellation is completed whenever reasonably possible.
Passenger Cancellation
Charges or refunds depend on the booking state and cancellation rules.
Driver Cancellation
Eligible passenger payments are handled through the applicable refund process.
Approved Refund
Refunds are normally returned through the original payment channel where supported.
2. Passenger cancellation
Passengers may cancel an eligible booking before the ride reaches a state where cancellation is no longer permitted.
Any applicable cancellation charge, refund deduction or refund eligibility depends on the booking state and the cancellation rules configured by YAVA.
If a cancellation fee applies, the applicable amount should be displayed or calculated through the booking system before the cancellation is finalised where technically possible.
3. Driver cancellation
If a driver cancels a confirmed ride, affected passenger bookings may also be cancelled according to the applicable ride rules.
Where a passenger has already made an eligible payment, the refund state will be handled through the related booking and payment records.
An eligible refund caused by a driver cancellation should not be treated as a passenger-initiated cancellation.
4. No-show bookings
If a passenger does not arrive at the agreed pickup point within the applicable ride or waiting rules, the booking may be marked as a no-show.
Refund eligibility for a no-show depends on the applicable booking rules and may differ from a normal cancellation.
5. Failed or interrupted payments
Initiating a payment does not by itself create a successfully paid booking. Payment confirmation depends on YAVA receiving or verifying the successful transaction status from the payment provider.
If the payment page closes, the network connection fails or the payment status remains uncertain, YAVA may reconcile the transaction with the payment provider before deciding whether the booking should be confirmed or the amount should be refunded.
6. Duplicate or excess payments
If the same booking is charged more than once due to a technical or payment-processing issue, the transactions should first be verified against the payment provider records.
Once a duplicate or excess payment is confirmed, the eligible amount may be submitted for refund through the applicable payment channel.
7. Refund processing
Once a refund is approved, YAVA may submit the refund request to the applicable payment provider.
Where supported, refunds are normally returned to the original payment method used for the transaction.
The actual time required for the refunded amount to appear may depend on the payment provider, bank, card issuer or UPI/payment network involved.
8. Typical refund process
A cancellation, failed transaction or refund request creates the refund case.
Booking and payment records are checked before refund processing.
The approved amount is submitted through the applicable payment provider.
9. Started or completed rides
A ride that has already started or been completed is not normally treated as a simple pre-ride cancellation.
If there is a dispute concerning a started or completed ride, such as a payment error, ride issue or service complaint, it may require separate review by YAVA support.
10. Discounts, rewards and promotional benefits
Discounts, promotional credits, family rewards or other benefits may be subject to their own eligibility and reversal rules.
If a booking is cancelled, an associated reward or promotional benefit may be reversed, restored or treated according to the applicable promotion terms.
Refund approved but not received?
A refund may be marked as processed by YAVA before your bank or payment service displays it. If the amount has not appeared after the payment provider's normal processing period, contact YAVA support with your booking and transaction reference.
11. Information to provide for a refund enquiry
To help us investigate a payment or refund issue efficiently, provide available details such as:
12. Changes to this policy
YAVA may update this policy when booking rules, payment providers, refund processes or platform functionality change. The version published on this page will apply according to the effective date shown above.
Need help with a payment or refund?
Contact YAVA support with your booking reference and payment details so the transaction can be reviewed.