Refund & Cancellation Policy

1. Platform / facilitation fees

Where ZipZap charges a platform or facilitation fee for a booking or subscription, the following applies:

• If a booking is cancelled by the travel agent before it is accepted by any fleet owner/driver, the platform fee (if already charged) is refunded in full.
• If a booking is cancelled after acceptance but more than 24 hours before the scheduled pickup, the platform fee is refunded in full.
• If cancelled within 24 hours of pickup, or after the vehicle has been dispatched, the platform fee is non-refundable, as it covers the matching and dispatch work already completed.
• If a fleet owner/driver cancels an accepted booking, the travel agent’s platform fee is refunded in full, regardless of timing.

2. Trip fares

Trip fares are agreed and paid directly between the travel agent and the fleet owner/driver — ZipZap does not collect, hold, or refund trip fare amounts. Any cancellation charges, no-show fees, or fare disputes relating to the trip itself should be resolved between the two parties, in line with the terms they agreed at booking.

3. No-shows

• If a travel agent’s client is not available at pickup within a reasonable waiting period, the fleet owner/driver may treat it as a no-show under the terms agreed at booking.
• If a fleet owner/driver fails to show up for an accepted booking without notice, this is treated as a serious platform violation and may result in account suspension, in addition to any refund due under Section 1.

4. Fraud or disputed bookings

Where a booking is flagged for suspected fraud, duplicate posting, or a genuine dispute between the two parties, ZipZap may hold any related platform fee pending investigation. Our decision on platform-fee refunds in such cases is final for platform purposes, and does not extend to trip fare disputes, which remain a matter between the travel agent and the fleet owner/driver.

5. How refunds are processed

Eligible platform-fee refunds are processed to the original payment method within 5–7 business days of approval. You’ll receive a confirmation once the refund is initiated.

6. Contact

For a refund query, write to contact@zipzaptaxi.com with your booking reference, or call +91 98887-99393.