W
My WheelRides & Delivery
Official Cancellation & Settlement Policy

Refund & Cancellation Policy

Effective Date: March 2026 | My Wheel Mobility Technologies

1. Ride Cancellation Policy

Customers and Driver Partners can cancel a ride or parcel booking subject to the following fair cancellation rules:

  • Free Cancellation Window: Rides cancelled within 2 minutes of booking acceptance incur zero cancellation charges.
  • Cancellation Fee: If a customer cancels after 2 minutes or after the driver partner has arrived at the pickup location, a nominal cancellation fee (e.g. ₹20–₹50 depending on vehicle class) may be charged to compensate the driver for fuel and time.
  • Driver-Initiated Cancellations: If a driver partner cancels the ride before pickup, no cancellation fee is charged to the customer.

2. Eligibility for Refunds

A full or partial refund will be granted under the following circumstances:

  • Double deduction or duplicate transaction charges for a single ride due to network error.
  • Cancelled ride where the payment was deducted via UPI / Card but the ride was not completed.
  • Technical failure on payment gateway resulting in account debit without booking confirmation.
  • Trip dispute verified by My Wheel Customer Support (e.g., driver taking incorrect route resulting in overcharge).

3. Refund Processing Timelines & Bank Settlements

Standard Refund Method: All refunds are processed automatically back to the original source payment account (UPI, Debit/Credit Card, Net Banking) or credited to your My Wheel App Wallet.

Processing Duration: Refunds are initiated within 24 hours of dispute approval. Funds typically reflect in your bank account within 5 to 7 business days depending on your bank's settlement cycle.

4. How to Request a Refund

If you believe you have been incorrectly charged or experienced a failed transaction:

  1. Open the My Wheel Mobile App → Go to Ride History / Help & Support.
  2. Select the specific booking ID and tap Report Payment Issue / Request Refund.
  3. Alternatively, email our support team at support@mywheel.app with your Booking ID and payment reference number.