Refund Policy
OUCAB aims to process legitimate refunds quickly and transparently. Where possible, we reverse the amount to the original payment source; if that is not possible, we issue a wallet credit or other permitted adjustment.
Refunds are not automatic for every complaint. We first verify whether the fare was actually charged, whether the ride started, and whether the issue was caused by the platform, the driver, or the rider.
Section
Refund eligibility
You may be eligible for a refund when the charge does not match the trip outcome or when service delivery failed in a material way.
- The ride was not completed because the driver could not reach the pickup point or the app assigned the wrong vehicle.
- You were charged twice for the same booking or a pre-authorized amount was captured after the trip ended.
- The actual fare was materially higher than the displayed fare because of an app or payment error.
- The trip was cancelled by OUCAB or by the driver after acceptance and you were still charged.
Tips, voluntary driver gratuities, and charges already used for tolls, parking, or waiting time are typically non-refundable unless they were collected in error.
Section
Failed or incomplete rides
If the ride never truly began or was cut short because of a service failure, we review the booking for a full or partial reversal.
If the driver never reached you and the trip was marked failed by OUCAB, the amount paid for that booking is usually eligible for a full refund or wallet credit. If the ride started but ended early because the driver could not continue, we may approve a partial refund based on the distance actually covered.
- Share the ride ID, pickup time, and any in-app chat or call evidence when you raise the issue.
- Where the trip was completed but with a service defect, we may offer a fare adjustment rather than a full refund.
- If a booking was cancelled before pickup by the rider, cancellation fees are handled under the Cancellation Policy.
Section
Overcharge and fare corrections
Overcharge claims are reviewed against the trip record, route data, tolls, and payment logs.
If you believe the fare was overcharged, please contact support within 48 hours of the trip. We may ask for screenshots, receipt details, or a quick explanation of the mismatch.
- Route deviations requested by the rider, added stops, parking, tolls, and waiting time may change the final fare.
- If the overcharge is confirmed, we will correct the fare and refund the excess amount where applicable.
- If the issue is caused by a payment gateway error, the amount may first appear as a reversal and then settle based on your bank.
Section
Refund timelines by payment method
The refund timeline depends on how you paid and how quickly the payment network processes the reversal.
| Payment method | Typical timeline after approval |
|---|---|
| OUCAB Wallet | Usually instant to 24 hours |
| UPI / payment app | Usually 1 to 5 business days |
| Debit or credit card | Usually 5 to 10 business days, depending on your bank |
| Net banking / bank transfer | Usually 3 to 7 business days |
Processing time can be longer during bank holidays, weekends, reconciliation delays, or where additional fraud checks are required.
Section
Wallet vs bank refunds
We try to send money back to the original source, but not every refund can be pushed to a bank account immediately.
If you paid from the OUCAB Wallet, the approved amount is usually returned to your wallet balance first. If you paid through UPI, card, or net banking, we usually attempt the refund to the same source used for the booking.
- Wallet credits are typically visible faster and can be used for future OUCAB rides.
- Bank refunds depend on your bank or payment provider's settlement cycle.
- If the original payment source is unavailable or cannot accept the refund, we may issue wallet credit subject to applicable law and platform rules.