Cancellation & Refund Policy

1. Overview

This Cancellation & Refund Policy ("Policy") explains the circumstances under which ScanDriver ("ScanDriver", "we", "our", or "us") may process cancellations and refunds for bookings made through our website, WhatsApp, customer support channels, or any other official booking platform.

By placing a booking with ScanDriver, you agree to this Policy.

2. Booking Cancellation by Customer

Customers may request cancellation of a booking by contacting ScanDriver through our official support channels.

Cancellation charges, if any, may depend upon:

• Time remaining before the scheduled booking.
• Whether a Driver Partner has already been assigned.
• Whether the Driver Partner has commenced travel to the pickup location.
• Operational costs already incurred by ScanDriver.

Any applicable cancellation charges shall be communicated to the Customer at the time of cancellation, where reasonably practicable.

3. Cancellation by ScanDriver

ScanDriver reserves the right to cancel a booking where:

• A suitable Driver Partner is unavailable.
• Incorrect or incomplete booking information has been provided.
• Payment authorization fails.
• Fraudulent or suspicious activity is detected.
• Service cannot be safely or legally provided.
• Circumstances beyond our reasonable control prevent fulfilment of the booking.

Where payment has already been received for a booking cancelled by ScanDriver, the Customer shall generally be eligible for a refund in accordance with this Policy.

4. Cancellation by Driver Partner

A Driver Partner may cancel a booking due to circumstances including, but not limited to:

• Medical emergencies.
• Personal emergencies.
• Safety concerns.
• Vehicle access issues.
• Force majeure events.

Where reasonably possible, ScanDriver will attempt to assign another available Driver Partner. If no replacement Driver Partner can be arranged and payment has already been collected, the Customer may be eligible for a refund.

5. Refund Eligibility

Refunds may be considered in circumstances including:

Refunds are subject to verification and approval by ScanDriver.

6. Non-Refundable Situations

Refunds may not be granted in circumstances including:

Nothing in this section limits any rights available to Customers under applicable law.

7. Refund Request Process

To request a refund, Customers should contact ScanDriver Customer Support through the official support email or other designated support channels.

The refund request should include, where applicable:

• Booking ID.
• Registered mobile number.
• Date of booking.
• Reason for the refund request.
• Supporting documents or screenshots, if available.

ScanDriver may request additional information to verify the claim before processing the refund.

8. Refund Processing

Where a refund request is approved, ScanDriver will make reasonable efforts to process the refund within 7 to 10 business days.

Refunds will generally be credited to the original payment method used for the booking unless otherwise required by law or mutually agreed.

Actual credit timelines may vary depending upon the policies and processing times of banks, payment gateways, card issuers, UPI providers, or other financial institutions.

9. Failed or Pending Transactions

If payment has been debited but no booking confirmation has been generated due to a technical issue, Customers are requested to contact ScanDriver Customer Support.

Following verification, ScanDriver will make reasonable efforts to resolve the issue, including initiating a refund where appropriate.

10. Chargebacks

Customers may have the right to initiate a chargeback through their card issuer or financial institution in accordance with the terms governing their payment method.

Chargebacks are processed by the relevant financial institution and not by ScanDriver.

Where a chargeback is initiated, ScanDriver reserves the right to investigate the related booking and temporarily suspend any associated account if fraudulent activity is reasonably suspected.

11. Fraudulent Claims

ScanDriver reserves the right to reject refund requests where:

• False or misleading information has been provided.
• Fraudulent activity is suspected.
• The request is inconsistent with Platform records.
• Abuse of the refund process is detected.

Repeated misuse of the refund process may result in suspension or permanent termination of access to the Platform.

12. Force Majeure

ScanDriver shall not be liable for delays in processing refunds arising from events beyond its reasonable control, including but not limited to: natural disasters, government restrictions, banking system outages, internet failures, payment gateway downtime, war, civil unrest, pandemics, or other force majeure events.

13. Changes to this Policy

ScanDriver reserves the right to modify this Cancellation & Refund Policy at any time. Any updated version will be published on the Platform along with the revised "Last Updated" date. Continued use of the Platform after publication of the updated Policy constitutes acceptance of the revised Policy.

14. Contact Us

For refund requests or questions relating to this Policy, please contact:

This Cancellation & Refund Policy is effective from the date published on the ScanDriver Platform and forms an integral part of the ScanDriver Terms & Conditions. © ScanDriver. All rights reserved.