Cancellation & Refund Policy

This Policy sets out the terms under which customers may cancel, reschedule, or seek refunds for bookings made through the Transpport App. It applies to all bookings placed on the platform and forms part of Transpport's Customer Terms of Service.

By confirming a booking on the Transpport App, you agree to the terms of this Policy.

2.1 Free Cancellation Window

2.2 Cancellation After Partner Assignment

If you cancel after a partner has been assigned or has started moving to the pickup location, a cancellation charge may apply where applicable. Any such charge helps compensate the partner for time and travel costs already incurred on your behalf, and the applicable amount (if any) will be communicated to you at the time of cancellation.

2.3 No-Show Policy

If the assigned partner arrives at the pickup location and you are unavailable 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 where applicable, on the same basis as a post-assignment cancellation charge.

The partner's arrival time is determined by the GPS data recorded in the Transpport system, which is the authoritative record for no-show determinations.

In such cases, the App will notify you immediately and you may re-book at your convenience. Transpport will make reasonable efforts to help you find an available partner in such situations.

If Transpport offers a scheduled booking feature, rescheduling may be permitted up to 30 minutes before the scheduled pickup time, subject to partner availability. Rescheduling requests made within the restricted 30-minute window may be treated as a cancellation and re-booking, and a cancellation fee may apply if a partner has already been assigned.

Where a refund is applicable under this Policy:

• Refund requests are reviewed on a case-by-case basis in line with this Policy
• Approved refunds will be credited to the original payment method used for the booking (UPI, debit card, credit card, etc.)
• Processing timelines are subject to your bank's or payment provider's standard timelines
• Cash payment bookings (if supported) will be refunded through a process communicated at the time of cancellation

The following table summarises refund eligibility across common scenarios:

All cancellations must be made through the Transpport App. To cancel:

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

If you believe a cancellation charge or any other charge has been applied incorrectly, please raise a dispute through the App's support section or contact us at the details below within 7 days of the booking date. We will review the dispute and respond within a reasonable timeframe.

Disputes raised after 7 days of the booking date may not be accepted. We encourage you to raise any concerns promptly.