Carpooling & Ridesharing - Refund request refused

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If you encounter either cancellations or poor service, you may have grounds to raise a refund request. 


Such a request may be accepted or declined depending on the merits of the case. 


Refund requests are decided completely on a case to case basis. 


Instances when you can raise a refund request include:


  • Involvement in an accident.
  • Loss of or damage to goods during travel.
  • Poor quality of service received.
  • Damages suffered by consumer because of fault of service provider.
  • Cancellation by the service provider.
  • Any other reason deemed fit to initiate a refund.


In these cases and others, you may raise a refund request. The request should be looked into and the refund issued if it’s found to be legitimate.


If your refund request is refused, you can inquire into the reasons for such refusal by contacting the service provider via Resolver.

You should know
  • Carpooling & ridesharing services usually charge a fixed amount which is billed through due process. A receipt might be handed to you before the beginning of your trip indicating fixed and variable costs. Your total fare will be based on the mentioned costs.
  • Additional charges like toll taxes, convenience fees, etc, must be disclosed before the beginning of the trip.
  • You have the option to invite riders or become a rider. In any case, read the terms in the fine print before finalizing the booking. Liabilities with respect to maintenance, third party damage, theft, accident, fuel usage, rental, etc, should be clarified before the booking.
  • Cancellations should be free of charge if made well in advance. A small fee might be levied in case of last minute cancellations.
  • You must keep all the bills related to your carpool booking readily available, in addition to the driver’s details, vehicle number, etc.
  • If any unforeseen situation arises, immediately contact the customer care of the carpool service provider and lodge a complaint. You should be able to explain the situation and issue in detail.
  • You might be offered a refund as compensation for your bad experience or a rebate coupon, although this is not guaranteed.
  • If the service provider fails to help you, you may escalate the matter by filing a consumer complaint at an appropriate consumer forum.

Are carpooling and ridesharing legal in India?

As per the Motor Vehicles Act, 1988 (MVA), there are no specific regulations banning carpooling and ridesharing services. The MVA regulates Contract Carriages and Public Service Vehicles which carry passengers for ‘hire and reward’. The definition of ‘Contract Carriages and Public Service Vehicles’ specifically excludes a private vehicle used occasionally for giving lifts against some payment’. Hence, a private car providing occasional lifts against payment for the cost of a trip is not a vehicle in which passengers are carried for ‘hire or reward’. There is no specific legislation which bans carpooling in India.

Private car owners do not require a special permit for carpooling in India if doing so occasionally. It is important to note that different interpretations of the Act may apply for each state, hence seek professional advice before taking any action.

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