Booking, cancellation and refund policy

This policy applies to chauffeur-driven bookings coordinated through Tripix, including hourly and day rentals, airport and city movement, one-way or round-trip outstation travel, multi-stop or multi-day routes, and multi-vehicle event bookings. It forms part of the Terms of Service.

• Draft request: trip details are being entered and have not been submitted.
• Submitted request: Tripix is reviewing the route or seeking fleet availability. This is not yet a confirmed booking.
• Confirmed booking: Tripix has communicated confirmed service details, pricing or pricing basis, cancellation terms, and any required advance.
• In progress: the vehicle has begun travelling to the pickup, waiting under the confirmed terms, or carrying out the trip.

You may withdraw a draft or submitted request before Tripix confirms the booking without a Tripix cancellation charge. If Tripix collected money in error or as a clearly identified refundable hold before confirmation, the amount will be released or refunded through the applicable payment method.

A separately requested third-party purchase, such as a permit, venue access, or special equipment, may be non-refundable only if you expressly approved it after Tripix disclosed the amount and condition. Tripix will provide the supporting basis on request.

The cancellation window and charge for a confirmed booking depend on the trip type, lead time, fleet size, vehicle availability, and non-recoverable arrangements. The exact rule shown in the confirmed booking applies.

• Tripix will show a cancellation charge as a rupee amount, percentage, or clear calculation before confirmation.
• A cancellation charge may not exceed the amount lawfully due under the disclosed terms and should reflect committed capacity or reasonable non-recoverable cost rather than operate as a hidden penalty.
• Any refundable balance, including refundable tax or fee components, will be returned after deducting only the disclosed and applicable cancellation amount.
• If the booking summary offers a free-cancellation deadline, cancellation recorded before that deadline is free even if Tripix processes the request later.

If a material medical, safety, or government restriction prevents travel, contact Tripix promptly with reasonable supporting information. Tripix will review available waiver, rescheduling, or partner-credit options but cannot promise a waiver unless required by law or confirmed in writing.

If Tripix or the assigned fleet partner cannot supply a confirmed service, Tripix will first offer a reasonably equivalent replacement without an undisclosed price increase. You may reject a materially different replacement.

If the affected service is cancelled and no acceptable replacement is supplied:

• Tripix will refund the amount collected for the unfulfilled portion of the booking;
• Tripix cancellation, platform, or coordination charges for that unfulfilled portion will be reversed;
• where customer cancellation charges apply under a booking, the booking terms will also state the remedy Tripix provides for a unilateral Tripix or fleet-partner cancellation, consistent with applicable consumer law; and
• Tripix will provide a cancellation reason and refund status through the booking record or an agreed channel.

Tripix is not required to pay for a replacement you independently arrange without giving Tripix a reasonable opportunity to respond, unless urgent safety circumstances or applicable law justify it.

Where cancellation is caused by a fleet partner, driver, vehicle, road condition, authority, weather event, or other matter outside Tripix's reasonable control, the replacement or refund described above is the contractual remedy Tripix provides. Tripix does not owe additional compensation for a missed connection, accommodation, meeting, wedding, event, business opportunity, or independently arranged replacement, except where applicable law requires otherwise or a direct loss was caused by Tripix's own breach of a non-excludable duty.

Customer-requested changes

A request to change the date, pickup, route, stops, duration, passenger count, luggage, vehicle class, or vehicle quantity is subject to availability. Tripix will explain any revised fare or cancellation consequence before the change is accepted. If the replacement plan is unavailable, the original booking remains in force unless cancelled under its disclosed terms.

Delay and waiting

Free waiting time, if any, and the rate after it expires must be included in the booking terms. Tripix or the driver will make reasonable efforts to contact the primary passenger. A driver may leave after the disclosed waiting period where continuing to wait is impractical or unsafe.

No-show

A booking is treated as a no-show only after the vehicle reaches the agreed pickup area within the applicable pickup window, reasonable contact attempts are made, and the disclosed waiting period expires. Any no-show charge must have been stated before confirmation. If no no-show rule was disclosed, Tripix will not apply an undisclosed penalty, though properly disclosed actual waiting or third-party costs may still apply.

Driver or vehicle delay

Report a material delay through an authorised Tripix channel. Depending on severity and impact, Tripix may offer updated arrival, replacement, rescheduling, price adjustment, or cancellation with a refund for the unfulfilled service. Traffic and events outside reasonable control are assessed case by case.

Each vehicle in a coordinated booking may have a separate partner, assignment, and service status. If only part of the fleet is cancelled or unavailable, Tripix will identify the affected vehicle and make a proportional adjustment for that unfulfilled portion rather than automatically cancelling the entire event fleet.

A customer may cancel only selected vehicles if the booking terms permit. The cancellation rule and committed cost may differ by vehicle or partner, but each difference must be disclosed before confirmation. A material fleet shortfall that defeats the stated event purpose may be reviewed as a whole-booking grievance.

Once a refund is approved, Tripix will initiate it within a reasonable period under applicable law and communicate the amount, method, and status. Refunds are normally returned to the original payment method. If that is not possible, Tripix may request verified bank or UPI details through a secure authorised channel.

• Banks, card networks, UPI applications, wallets, and payment processors may take additional time to post an initiated refund. Their processing time is outside Tripix's direct control.
• Cash payments will be refunded through a lawful, documented method after identity and booking verification.
• Convenience, payment, permit, or third-party fees are refundable when the booking terms or law require it; any non-refundable component must have been disclosed before confirmation.
• Tripix may offset a refund only against an undisputed amount due on the same booking where the terms and law permit it and the calculation is explained.

If you believe a charge or refund is incorrect, contact Tripix with the booking ID, amount, payment reference, and supporting record. Tripix will investigate with the relevant fleet partner and payment provider and provide a trackable grievance reference once formal support channels are active.

A failed or pending payment does not by itself prove that Tripix received funds. Do not make a duplicate payment until the processor status is checked. If duplicate funds are confirmed, Tripix will arrange a refund.

You retain lawful chargeback and consumer-remedy rights. Please first give Tripix a reasonable opportunity to resolve a traceable error. Knowingly filing a false chargeback or withholding relevant information may lead to account restriction and recovery action permitted by law.

Use the cancellation control in the Tripix booking, if available, or contact customer care through an authorised Tripix channel. Include the booking ID and the specific vehicle or service to cancel. The cancellation timestamp is the time Tripix's system or authorised support channel records the request, not the time an agent later reviews it.