Cancellation & Refund Policy
Free cancellation
Within 3 mins
Late cancellation fee
₹20 – ₹50
Refund to source
5–7 working days
Dispute window
7 days
Overview
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.
Customer Cancellations
2.1 Free Cancellation Window
2.2 Cancellation After Rider Assignment
If you cancel after a rider has been assigned or has started moving to the pickup location, a cancellation fee of ₹20 – ₹50 (depending on vehicle type) will be charged. This fee compensates the rider for time and travel costs already incurred on your behalf.
2.3 No-Show Policy
If the assigned rider arrives at the pickup location and you are unavailable for more than 5 minutes from the rider's arrival, the booking may be treated as a no-show. A no-show fee may apply at the same rate as a post-assignment cancellation charge.
The rider's arrival time is determined by the GPS data recorded in the Transpport system, which is the authoritative record for no-show determinations.
Rider / Platform-Initiated Cancellations
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 rider in such situations.
Rescheduling
If Transpport offers a scheduled booking feature, rescheduling may be permitted up to 30 minutes before the scheduled pickup time, subject to rider 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 rider has already been assigned.
Refunds
Where a refund is applicable under this Policy:
- Refunds will be credited to the original payment method used for the booking (UPI, debit card, credit card, etc.)
- Processing time is typically 5–7 working days, subject to your bank's or payment provider's timelines
- Transpport will initiate the refund within 2 working days of the eligible cancellation
- Cash payment bookings (if supported) will be refunded through a process communicated at the time of cancellation
Non-Refundable Situations
The following table summarises refund eligibility across common scenarios:
| Scenario | Refund Eligible? |
|---|---|
| Cancellation within 3 mins, no rider assigned | Full Refund |
| Cancellation after rider assigned (rider en route) | Refund minus cancellation fee |
| Platform or rider-initiated cancellation | Full Refund |
| No-show at pickup point | Not Eligible |
| Service completed, dissatisfied with rider conduct | Use grievance process |
| Promotional/discounted bookings (fully discounted) | Not Eligible |
| Promotional/discounted bookings (partial payment) | Only net paid amount |
How to Cancel a Booking
All cancellations must be made through the Transpport App. To cancel:
- Open the App and navigate to your active or upcoming booking
- Tap the booking to view its details
- Select the “Cancel Booking” option
- Confirm the cancellation when prompted
Disputes on Charges
If you believe a cancellation fee or any 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 5 business days.
Disputes raised after 7 days of the booking date may not be accepted. We encourage you to raise any concerns promptly.
Charge disputes & refund queries
Have a question about a cancellation fee, refund or charge? Reach out — we respond fast.
Transpport Lynk Private Limited
Kolkata, West Bengal, India
Disputes must be raised within 7 days of the booking date. We respond within 5 business days.