Gudsle · Legal
Refund & Cancellation Policy
What happens to your money when a booking is cancelled, and how refunds are processed.
Last updated: 25 July 2026
1. Cancellations by the customer
You pay only an advance up front (about 20% of the fare) — the balance is paid after delivery, so a cancellation only ever affects your advance. Any charge has two parts: a share of the platform fee, and a small percentage of the fare that goes to the transporter for holding your slot. The charge is always less than your advance, so you always get part of it back. It depends on when you cancel and how far the driver has committed:
| When you cancel | Charge |
|---|---|
| Before you pay, or more than 24 hours before pickup | Nothing — full refund (including the platform fee) |
| 4–24 hours before pickup, no driver assigned yet | Nothing — full refund |
| 4–24 hours before pickup, driver assigned | 50% of the platform fee + 2% of the fare |
| Less than 4 hours before pickup, no driver assigned | 50% of the platform fee + 2% of the fare |
| Less than 4 hours before pickup, and the app confirms the driver is on the way | 50% of the platform fee + 5% of the fare |
| The app confirms the driver has reached the pickup point | The full platform fee + 10% of the fare |
The rest of your advance is refunded to your original payment method. The exact charge and refund amount are always shown to you before you confirm a cancellation. The higher charges only apply when the app can independently confirm the driver’s location — otherwise the “driver assigned” charge applies.
2. Cancellations by the transporter
If a transporter cancels, you always receive a full refund, including the platform fee. A transporter’s first cancellation in a rolling 30-day period is treated as a grace event; repeated cancellations attract a penalty deducted from the transporter’s payout (2% of the fare after confirmation, or 3% after a driver has been assigned) and affect their reliability score.
3. Cancellations by Gudsle / admin
If we cancel a booking for operational, safety, or compliance reasons, you receive a full refund.
4. How refunds are processed
- Refunds are made to your original payment method through our payment partner, Razorpay.
- Once initiated, refunds typically reach your account within 5 to 7 business days, depending on your bank or card issuer.
- A payment that fails or is not captured never takes money from you, so no refund is needed.
5. Platform fee
The platform fee is refunded in full on the free tiers (for example, cancelling before payment, more than 24 hours before a scheduled pickup, when no driver has been assigned yet, or on a transporter/admin cancellation). Where a cancellation charge applies, part of the fee is retained — half of it in the earlier windows, and all of it only once the driver has reached the pickup point. The 18% GST charged on the platform fee follows the fee — it is refunded on any portion of the fee refunded to you, and applies only to any portion retained.
6. PRO subscriptions
If you cancel a PRO subscription, you keep PRO benefits until the end of your paid term. Subscription fees are not refunded on a pro-rata basis.
7. Delivery disputes
If there is an issue with a delivery, the customer may raise a dispute within 48 hours of delivery. Disputes are resolved directly between the customer and the transporter, who may agree a refund, partial refund, credit, or replacement. Some agreed dispute settlements are currently processed outside the app by our team; we will keep you informed of the outcome.
8. Questions
For any refund or cancellation query, contact us at support@gudsle.com or through our Contact & Grievance page.