Refund Policy

GO Mobility reviews refund requests on a case-by-case basis. Refunds are generally considered when a rider is charged incorrectly, a service is not delivered as promised, a ride is cancelled under eligible circumstances, or a verified technical/payment error occurs.

Refunds are not automatically guaranteed in every dispute. Our review may consider ride logs, booking status, GPS records, payment confirmation, cancellation timing, driver response, and user account history.

Riders may be eligible for full or partial refunds in cases such as:

• Duplicate charge or multiple deductions for the same ride.
• Ride fare charged but ride not started or not completed.
• Incorrect fare caused by a technical or pricing error.
• Verified overcharge beyond the displayed or applicable fare rules.
• Failed booking amount deducted but booking not confirmed.
• Cancellation fee charged incorrectly.

If a rider cancels before driver acceptance, any amount blocked or deducted due to a failed payment flow may be reversed as per the payment provider’s processing timeline.

If a rider cancels after driver acceptance, cancellation fees may apply according to the fare rules shown in the app. Refunds of cancellation charges will only be issued where the charge was incorrectly applied, there was a technical issue, or support determines that the rider was not responsible.

If a driver cancels a ride after acceptance, any rider-side charge wrongly deducted for that booking may be refunded.

In some cases, a payment may appear deducted from the rider's bank account or wallet but the booking may fail due to banking, gateway, or technical issues. Such transactions are usually auto-reversed by the payment partner or bank within the applicable banking timeline.

If the reversal is not completed within the expected period, users may contact GO Mobility support with the transaction details, payment screenshot, booking timestamp, and registered mobile number.

GO Pass or other subscription plans, once successfully activated, are generally non-refundable for the active billing period unless required by law or unless activation failed due to a verified technical issue.

Refunds may be considered in the following limited cases:

• Subscription amount deducted but plan not activated.
• Duplicate subscription charge.
• Incorrect plan activation caused by a system issue.

Benefits already used during the subscription period may be considered while reviewing any refund request.

Convenience fees are disclosed at the time of booking or plan purchase. These charges are generally non-refundable once the service has been successfully availed.

However, if a convenience fee is wrongly charged due to booking failure, duplicate deduction, technical issue, or incorrect transaction flow, GO Mobility may review and issue a refund where appropriate.

GO Mobility is a technology platform and does not directly operate vehicles. Still, where a rider has been financially impacted due to a verified driver-side issue, the support team may review the case for fare adjustment, refund, or wallet/credit-based resolution.

This may include situations such as failure to complete a trip after charging the rider, incorrect ride closure, unauthorized route-related fare dispute, or verified service non-delivery.

Once approved, refunds are usually processed back to the original payment method. Actual credit timelines depend on the payment partner, bank, UPI provider, wallet provider, or card network.

Typical timelines may range from 5 to 7 business days, though some payment methods may reflect earlier or later depending on the banking system involved.

Refunds may be denied in cases such as:

• Valid fare charged for a completed ride.
• Valid cancellation fee under applicable booking rules.
• Subscription benefits already used without technical error.
• False, misleading, abusive, or fraudulent refund claims.
• Delay caused by the user’s own payment provider where GO Mobility has already processed the refund.

To request a refund, users may contact GO Mobility support through the app, website, or official support channels and provide:

• Registered mobile number
• Booking ID or trip details
• Transaction screenshot, if available
• Description of the issue
• Date and approximate time of payment or ride

GO Mobility reserves the right to investigate and reject refund requests that appear abusive, repetitive, manipulated, fraudulent, or inconsistent with ride and payment records.

Where necessary, repeated misuse of the refund system may lead to account-level restrictions, payment limitations, or suspension from the platform.

For refund-related concerns, users may contact: