Refunds & Cancellations

Cancelling a ride or parcel

You can cancel any booking in the app before the trip starts. Cancelling while we are still finding a captain is always free. If a cancellation charge applies — for example, because the captain has already arrived and waited for you — the app shows it before you confirm. If the captain cancels, you are never charged.

When we refund

• Charged, but the trip didn't happen. If you paid online for a trip that was cancelled by the captain or never started, the payment is refunded in full.
• Overcharged. If the fare was wrong — for example, an incorrect route or waiting charge — tell us and we will refund the difference.
• Duplicate charge. Charged twice for one payment — we refund the duplicate.
• Top-up taken, balance not credited. If a wallet top-up succeeded but your balance did not increase, we credit it or refund it in full.
• Unauthorised payment. If someone used your payment method without permission, contact us and your bank immediately.

When we don't

• A cancellation charge that was shown to you and accepted when you cancelled.
• A completed trip charged at the correct fare.
• Fares paid in cash directly to the captain — raise these with us and we will investigate the captain's side, but cash cannot be returned through the app.

Wallet top-ups

Wallet balance is credited the moment a top-up succeeds and is used for Doio trips and rentals. If you close your account with a wallet balance, write to support@doio.in and we will refund it to the original payment method after checking for any amounts you owe.

Self Drive deposits

The refundable deposit for a rental is returned after the vehicle comes back on time and the return photos show no new damage. If there is damage, loss, a late return, or unpaid fuel, tolls or fines, the cost is taken from the deposit first, with anything above it charged to your wallet or payment method. You will see the breakdown in the app.

Timing

Please raise a refund request within 7 days of the trip or payment, through Profile → Help & support in the app or by email. Approved refunds go back to the original payment method and typically reach you within 5 to 7 working days once processed, depending on your bank. Refunds to your Doio wallet are instant.

Captain payouts

Captain earnings are credited after each trip, net of the platform commission. Once a payout has been sent to your bank account it cannot be reversed.

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