Cancellation & Refund Policy

This Policy sets out the terms under which customers may cancel or seek refunds for bookings made through the Transpport App, and explains waiting and no-show charges. It applies to all bookings and forms part of our Terms & Conditions.

2.1 Free Cancellation Window

2.2 Cancellation After Partner Assignment

If you cancel after a partner has been assigned or is already en route to the pickup point, a cancellation charge of ₹20–₹50, depending on vehicle type, may apply. This compensates the partner for time and travel already spent on your booking. The applicable amount is shown in the App before you confirm the cancellation.

3.1 Waiting Charges

Waiting charges are not included in the fare estimate and are shown in your final fare breakdown and invoice. To avoid them, please keep your goods packed and ready, and be at the pickup point when the partner arrives.

3.2 No-Show

If the assigned partner arrives at the pickup location and you are unavailable or unreachable for more than 5 minutes from the partner's arrival, the booking may be treated as a no-show. A no-show charge may apply on the same basis as a post-assignment cancellation (Section 2.2).

The partner's GPS-recorded arrival time in the Transpport system is the authoritative record for waiting-time and no-show calculations.

In such cases, the App will notify you and you may re-book at your convenience.

A partner may refuse a booking if the goods are unsafe, unlawful, or not as declared (see our Prohibited Items & FAQ). Such a cancellation is caused by the customer, and no refund is issued for it.

Pickup and arrival times shown in the App are estimates. Delays can happen because of traffic, bad weather, road closures, political rallies or processions, VIP movements, police diversions, or a vehicle breakdown. These are usually outside the partner's control, so please be patient and courteous.

If a booking cannot be completed because of an event beyond reasonable control (see “Force Majeure” in our Terms & Conditions), we may cancel it. You will not be charged for any part of the service that was not performed, and any such amount will be refunded as described in Section 7.

Rescheduling is not available during Phase 1. To change a booking, cancel it in line with this Policy and book again. This Policy will be updated if a rescheduling feature becomes available.

• Approved refunds are credited to your original payment method (UPI, debit card, credit card, etc.) within 7–10 business days of approval, subject to your bank's or provider's processing timelines.
• This includes cases where money was debited but your booking was not confirmed.
• Where pay-after-delivery was used, refunds (if any) follow a process communicated to you at cancellation.

The following table summarises refund eligibility across common scenarios:

All cancellations must be made through the Transpport App:

1. Open the App and go to your active or upcoming booking
2. Tap the booking to view its details
3. Select “Cancel Booking”
4. Confirm the cancellation when prompted

If you believe a cancellation, waiting, no-show or other charge was applied incorrectly, raise a dispute through the App's support section or the contact details below within 7 days of the booking date, quoting your Booking ID. We respond within 5 business days. Disputes raised after 7 days may not be accepted.

If you are not satisfied with our response, you may write to our Grievance Officer (see Section 19 of our Terms & Conditions). Nothing in this Policy limits your right to approach a Consumer Commission or the National Consumer Helpline (1915) under applicable law.

This Policy covers booking cancellations and fare-related refunds only. If your issue is about lost, damaged, or tampered goods, see our Claims, Loss and Damage Policy instead - the reporting window and evidence requirements there are different from the charge-dispute process above.