Refund Policy

At KIINTEX TAXI SERVICE PVT LTD (KTS Cab), we strive to provide the best ride-hailing, intercity, courier, freight, and delivery services. However, we understand that there may be situations where a refund is warranted.

This Refund Policy outlines the circumstances under which refunds are issued, the process to request a refund, and the timelines for refund processing. By using KTS Cab Services, you agree to the terms outlined in this policy.

Refunds are issued in the following scenarios:

1. Cancellations by KTS or Driver

• If your assigned driver cancels the booking
• If no driver accepts your booking within a reasonable time (typically 15 minutes)
• If KTS cancels due to technical issues or service unavailability

Refund Amount: 100% of the prepaid fare (if applicable)

2. User Cancellations (Within Free Cancellation Window)

• Cancellations made within 2 minutes of booking
• Cancellations when driver is more than 10 minutes late past ETA

Refund Amount: 100% of prepaid amount (if any)

3. Service Failures

• Driver no-show (confirmed booking but driver never arrived)
• Incorrect fare charged (higher than agreed amount)
• Ride not completed due to driver-side issues

Refund Amount: Full or partial refund based on investigation

4. Duplicate Charges

• Accidental multiple payments for the same booking
• Technical errors causing double charges

Refund Amount: Full refund of duplicate charge

5. Delivery Issues (Courier/Freight/Goods)

• Package not delivered within promised time (unless due to external factors like weather)
• Package lost or significantly damaged in transit (with proof)
• Wrong item delivered

Refund Amount: Delivery fee refund or item value (if insured)

Refunds will NOT be issued in the following cases:

1. Late User Cancellations

• Cancellations made after 2 minutes of booking (cancellation fee applies)
• User no-show after driver has arrived at pickup location

2. Completed Rides/Deliveries

• Ride/delivery was successfully completed as agreed
• Disagreements about route taken (unless clearly deviates from shortest route)
• Personal dissatisfaction with driver behavior (unless safety/policy violation is proven)

3. External Factors

• Delays due to traffic, weather, road closures, or other uncontrollable circumstances
• Delivery delays caused by incorrect/incomplete address provided by user
• Recipient refusal to accept package (courier/freight)

4. Promotional Credits

• Referral bonuses, discount coupons, and promotional credits are non-refundable
• Expired promotional offers cannot be refunded or reinstated

5. Cash Payments

• Fares paid in cash directly to the driver cannot be refunded via app
• Disputes over cash payments must be resolved through customer support

Step 1: Raise a Refund Request

You can request a refund through:

• In-App: Go to "Ride History" → Select the booking → Tap "Request Refund"
• Email: Send details to [email protected] with subject "Refund Request - [Booking ID]"
• Phone: Call +91-6375858009 and request a refund
• WhatsApp: Message +91-6375858009 with your booking details

Step 2: Provide Required Information

Include the following in your refund request:

• Booking ID (found in app or booking confirmation SMS)
• Date and time of the ride/delivery
• Amount charged
• Reason for refund request (be specific)
• Supporting evidence (screenshots, photos, etc., if applicable)

Step 3: Investigation

Our customer support team will review your request within 48 hours. We may contact you or the driver for additional details.

Step 4: Refund Decision

You will be notified via email/SMS about the outcome:

• Approved: Refund will be processed as per the timeline below
• Partially Approved: Partial refund issued (with explanation)
• Rejected: Reason for rejection provided; you may appeal

Step 5: Receive Refund

Once approved, the refund is initiated. The time it takes to reflect in your account depends on the payment method (see Refund Timeline section below).

Refund timelines vary based on the original payment method. Below is a detailed breakdown:

Note: Timelines are approximate and may vary due to bank processing times, weekends, holidays, or technical issues. If your refund is delayed beyond the stated timeline, contact us at [email protected].

Refunds are processed using the following methods:

1. Original Payment Method (Default)

By default, refunds are credited to the original payment method used for the booking:

• UPI → Refunded to the same UPI ID
• Card → Refunded to the same card
• Wallet → Refunded to the same wallet account

2. KTS Wallet (Optional)

You can choose to receive refunds as KTS Wallet credits (in-app balance). Benefits:

• Instant: Credits reflect immediately (no bank processing delays)
• Bonus: Get an extra 10% bonus on refunds credited to wallet (e.g., ₹100 refund = ₹110 wallet credit)
• Can be used for future bookings (rides, deliveries)

To opt for wallet refund, select "KTS Wallet" when submitting your refund request.

3. Bank Transfer (Cash Payments)

For refunds on cash-paid rides (rare cases like driver overcharge), we issue a bank transfer. You'll need to provide:

• Bank account number
• IFSC code
• Account holder name (must match your registered KTS account name)

In some cases, we may issue a partial refund instead of a full refund:

When Partial Refunds Apply

• Ride Partially Completed: If you cancel mid-ride, you'll be charged for the distance covered + cancellation fee. The remaining amount is refunded.
• Service Degradation: If service was provided but below expected quality (e.g., delayed delivery but package intact), a goodwill partial refund may be issued.
• Damaged Goods (Partial Damage): If part of a multi-item delivery is damaged, refund covers only the damaged items.

Example Scenario

Case: You booked a ride from Airport to Home (₹500). Midway, you changed plans and asked to stop. Distance covered: 60% of total.

Charges: ₹300 (60% distance) + ₹20 (cancellation fee) = ₹320

Refund: ₹500 - ₹320 = ₹180 refunded

If Your Refund Request is Rejected

You have the right to appeal the decision:

1. Reply to the rejection email with additional evidence or clarification
2. Request escalation to a senior support manager
3. Our escalation team will review within 72 hours
4. Final decision will be communicated via email

If You Disagree with the Final Decision

You may pursue the following options:

• Consumer Forum: File a complaint with your local Consumer Disputes Redressal Commission
• Legal Action: Seek legal recourse as per our Terms & Conditions (disputes governed by Jaipur jurisdiction)

Refund Disputes via Payment Gateway

If you initiated a chargeback or dispute through your bank/card issuer without contacting us first:

• Your KTS account may be temporarily suspended pending investigation
• We will provide transaction evidence to your bank
• Unjustified chargebacks may result in account termination

We strongly recommend contacting KTS support before filing chargebacks.

Bookings with Discount Coupons

If you cancel a booking where a discount coupon was applied:

• Within free cancellation window: Coupon is restored to your account (if unused elsewhere)
• After free cancellation window: Coupon is forfeited (non-refundable)

Referral/Cashback Credits

If you used KTS Wallet credits (from referrals, cashback, etc.) for a booking:

• Refunds are credited back to your KTS Wallet
• Credits retain their original expiry date (if applicable)

Flash Sales / Limited-Time Offers

Bookings made during special promotional periods (e.g., "Flat ₹99 rides") are subject to stricter cancellation policies:

• Free cancellation window may be reduced to 1 minute (instead of 2 minutes)
• Cancellation fees may be higher
• These terms will be clearly stated at the time of booking

Intercity bookings have a separate refund policy due to advance driver allocation:

Cancellation Timelines

Driver Cancellation / No-Show

If the assigned driver cancels or doesn't show up:

• 100% refund of prepaid amount
• ₹500 compensation credited to your KTS Wallet as an apology
• Priority re-booking assistance from our support team

If you have questions or need assistance with refunds:

KIINTEX TAXI SERVICE PVT LTD
P. No. 57, Jai Karni Lok, Gokulpura, Jhotwara
Jaipur, Rajasthan — 302012
India

Phone (24/7): +91-6375858009 | +91-9001995029 | +91-9602611767
Email: [email protected]
WhatsApp: +91-6375858009
Website: ktscab.com

Support Hours

• Refund Requests: Accepted 24/7 via app, email, or phone
• Investigation & Response: Monday–Saturday, 9 AM – 7 PM IST (within 48 hours)
• Urgent Cases: Call our 24/7 helpline for immediate assistance