More than 24 Hours Before Trip Start: Self-Drive: 100% refund of the ₹500 booking advance. With Driver: 100% refund of the ₹500 booking advance and the Driver Fee.
Within 24 Hours of Trip Start: Cancellations made within this window are subject to a partial or full deduction of the booking advance and driver fee to cover vehicle blocking and administrative costs.
Early Returns: Once a trip has commenced, no refunds will be issued for unused rental hours or days. Exceptional circumstances may be reviewed by our support team but are not guaranteed.
2. No-Show Policy
Reporting Window: Users must report for vehicle pickup or confirm their arrival within 60 minutes of the scheduled trip start time.
Forfeiture: If a user fails to report or respond within this 60-minute window, the booking will be treated as a "No-Show." In such cases, the ₹500 booking advance will be forfeited entirely.
3. Security Deposit Refunds
Pre-Trip Cancellation: If a booking is cancelled before the trip starts, any security deposit paid will be refunded 100%.
Post-Trip Return: The security deposit is fully refundable upon the safe return of the vehicle, provided there is no physical damage to the vehicle, no delay in return time, no traffic violations or outstanding fuel charges, and no violation of the Terms of Service.
4. Cancellations by Carowna
Full Refund: You will receive a 100% refund of all amounts paid (Advance, Driver Fee, and Deposit) if Carowna cancels a booking due to vehicle unavailability, mechanical breakdown, or operational issues.
Service Failure: If a requested driver fails to report, we will prioritize arranging a replacement. If a replacement is unavailable, a full refund will be issued.
Goodwill: At our discretion, we may provide bonus booking credits or priority offers as compensation for the inconvenience.
5. Refund Processing Timeline
Initiation: Approved refunds are initiated by our system immediately.
Credit Time: While we process refunds instantly, the time taken for funds to reflect in your account is governed by our payment partner, Razorpay, and your bank. This typically takes 5–7 business days.
