Refund Policy
Our commitment to fair and transparent refund practices for all Y2X services.
Table of Contents
1. Refund Policy Overview
At Y2X, we strive to provide reliable and high-quality cab fulfillment services. We understand that plans can change, and we have designed our refund policy to be fair and transparent for all our customers.
Key Principle: Refunds are processed based on the timing of cancellation and the circumstances of the service. We aim to process all eligible refunds within 5-7 business days.
This policy applies to all bookings made through the Y2X platform, including:
- Metro Express (1-hour booking) services in Bangalore & Delhi NCR
- Corporate Car Rental (CCR) services across India
- Employee Transport Services (ETS)
- Dedicated Fleet arrangements
2. Cancellation & Refund Schedule
Refund amounts are determined by how far in advance you cancel your booking:
Metro Express (Bangalore & Delhi NCR)
| Cancellation Time | Refund Amount | Processing Time |
|---|---|---|
| More than 30 minutes before pickup | 100% Refund | 5-7 business days |
| 15-30 minutes before pickup | 75% Refund | 5-7 business days |
| Less than 15 minutes before pickup | 50% Refund | 5-7 business days |
| After driver arrival / No-show | No Refund | – |
Corporate Car Rental (Pan India)
| Cancellation Time | Refund Amount | Processing Time |
|---|---|---|
| More than 4 hours before pickup | 100% Refund | 5-7 business days |
| 2-4 hours before pickup | 75% Refund | 5-7 business days |
| 1-2 hours before pickup | 50% Refund | 5-7 business days |
| Less than 1 hour before pickup | 25% Refund | 5-7 business days |
| After driver dispatch / No-show | No Refund | – |
Outstation & Multi-Day Bookings
| Cancellation Time | Refund Amount | Processing Time |
|---|---|---|
| More than 24 hours before trip | 100% Refund | 5-7 business days |
| 12-24 hours before trip | 75% Refund | 5-7 business days |
| 6-12 hours before trip | 50% Refund | 5-7 business days |
| Less than 6 hours before trip | No Refund | – |
3. No-Show Policy
A “No-Show” occurs when:
- The driver arrives at the pickup location and the passenger is not available
- The passenger does not respond to driver calls or messages
- The passenger fails to board within 15 minutes of the scheduled pickup time
Important: No-show bookings are not eligible for refunds as the driver and vehicle have already been allocated and dispatched for your service.
To avoid no-show charges:
- Ensure your phone is reachable at the time of pickup
- Be at the pickup location at least 5 minutes before scheduled time
- If plans change, cancel the booking as early as possible through our platform
4. Service Failure Refunds
Y2X is committed to service excellence. In the following cases, you are entitled to a full refund:
100% Refund Scenarios
- No Driver Assigned: If we are unable to assign a driver for your confirmed booking
- Driver No-Show: If the assigned driver fails to arrive at the pickup location
- Significant Delay: If the driver arrives more than 30 minutes late (Metro Express) or 1 hour late (CCR)
- Vehicle Issues: If the vehicle is not roadworthy or significantly different from the booked category
- Safety Concerns: If the trip is terminated due to driver misconduct or safety issues
Partial Refund Scenarios
- Minor Delays: 15-30 minute delays may qualify for 10-25% refund
- Route Deviations: Unnecessary detours causing significant extra time
- Service Quality Issues: AC not working, cleanliness issues, etc.
All service failure refund requests are reviewed on a case-by-case basis. Please report issues within 24 hours of the trip completion.
5. Partial Refunds
Partial refunds may be issued in the following scenarios:
- Downgrade to a lower vehicle category due to availability
- Service quality issues that did not warrant full refund
- Billing errors or overcharges
Partial refund amounts are calculated based on:
- Actual distance/time used vs. booked
- Severity of the service issue
6. Refund Process
To request a refund, follow these steps:
Step 1: Initiate Refund Request
- Log in to your Y2X account
- Navigate to “My Bookings” or “Trip History”
- Select the booking and click “Request Refund”
- Provide the reason for your refund request
Step 2: Review & Approval
- Our team reviews your request within 24-48 hours
- You will receive an email confirming the refund status
- If additional information is needed, we will contact you
Step 3: Refund Processing
- Approved refunds are processed within 5-7 business days
- Refunds are credited to the original payment method
- You will receive a confirmation email once processed
Tip: For faster resolution, include trip details, booking ID, and any supporting information (screenshots, photos) when submitting your refund request.
7. Payment Method Refunds
Refund processing times vary by payment method:
| Payment Method | Refund Timeline | Notes |
|---|---|---|
| Credit Card | 5-7 business days | May take 1-2 billing cycles to reflect |
| Debit Card | 5-10 business days | Depends on issuing bank |
| Net Banking | 3-5 business days | Direct credit to bank account |
| UPI | 2-3 business days | Fastest refund method |
| Corporate Credit | Next billing cycle | Adjusted in monthly invoice |
| Wallet | Instant – 24 hours | Credited to Y2X wallet |
8. Corporate Account Refunds
For corporate clients with monthly billing arrangements:
- Eligible refunds are adjusted in the next monthly invoice
- Credit notes are issued for approved refund amounts
- Dedicated account managers can expedite refund requests
- Bulk cancellation policies may apply for large bookings
Corporate clients should contact their dedicated account manager or email support@y2x.in for refund-related queries.
9. Disputes & Escalations
If you are not satisfied with the refund decision:
Level 1: Customer Support
Contact our support team at support@y2x.in with your booking details and concerns.
Level 2: Escalation
If unresolved, escalate to our grievance officer at support@y2x.in. Response within 48 hours.
Level 3: Management Review
Final escalation to management for exceptional cases. Decision is final and binding.
We aim to resolve all disputes fairly and promptly. Most issues are resolved at Level 1 within 24-48 hours.
10. Contact Us
For refund-related queries or to initiate a refund request: