Cancellation and Refund Policy – TomoCabs
Effective Date: 1st of Jan 2025
At TomoCabs, we strive to provide a seamless and reliable ride experience for both riders and driver-partners. This Cancellation and Refund Policy outlines the rules and conditions for canceling rides and requesting refunds on our platform.
By using TomoCabs, you agree to the terms of this policy.
1. Ride Cancellation Policy
A. Rider Cancellations
You can cancel a ride at any time before the driver has arrived at your pickup location. However, cancellation charges may apply based on the following conditions:
| Condition | Cancellation Fee |
|---|---|
| Ride cancelled within 2 minutes of booking | No charge |
| Ride cancelled after 2 minutes of booking and driver is en route | Yes (Fee applies) |
| Driver has already arrived or is waiting at the pickup location | Yes (Full fee) |
| Repeated cancellations within a short period | Yes (Penalty or temporary suspension) |
Note: Cancellation charges are automatically added to your next ride or deducted from any applicable balance.
B. Driver Cancellations
If a driver cancels a ride after accepting it, we will:
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Attempt to assign a new driver immediately.
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Notify you with a reason (e.g., location not serviceable, vehicle issue).
Frequent or unjustified cancellations by drivers may result in temporary suspension or permanent deactivation from the platform.
2. Refund Policy
Refunds are applicable under specific scenarios as outlined below:
A. When Are Refunds Applicable?
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Charged cancellation fee in error.
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Fare charged incorrectly due to app malfunction or route issue.
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Trip not completed but payment was deducted.
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Ride canceled by the driver but still charged.
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Promo code failed to apply despite meeting conditions.
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Payment was deducted twice.
B. How to Request a Refund
To request a refund:
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Go to the TomoCabs app → Help → Ride Issues.
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Select the relevant trip and choose “Request Refund” or “Report an Issue.”
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You may also email us at tomocabservices@gmail.com with trip details.
We review each request within 24–48 hours and may contact you for more information.
C. Refund Timeline
| Payment Method | Refund Timeline |
|---|---|
| UPI or Wallet | 1–3 working days |
| Credit/Debit Card | 5–7 working days |
| Bank Transfer | 5–10 working days |
Refunds will be issued back to the original method of payment. In some cases, we may offer TomoCabs Wallet as an alternative.
3. No-Show Policy
If a rider is unavailable or unreachable at the pickup location after the driver has waited for more than 5 minutes, the trip may be marked as No-Show, and a cancellation fee may apply.
4. Special Conditions (Force Majeure, App Failures)
TomoCabs will waive cancellation fees or offer refunds in situations beyond your control, such as:
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Natural disasters
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Accidents or emergencies
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App crashes or booking failures
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Service outage on our end
5. Disputes and Resolution
If you disagree with a cancellation charge or fare deduction:
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Contact our support team through the app or at tomocabservices@gmail.com
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Provide your ride ID, date, and issue summary
We aim to resolve disputes fairly, transparently, and within 3–5 business days.
6. Policy Updates
We may update this Cancellation and Refund Policy periodically. Updates will be posted in the app and on our website. Continued use of the TomoCabs platform after such updates constitutes your acceptance of the revised policy.
Contact Us
For any issues related to cancellations or refunds:
Tomo Services
📧 Email: tomocabservices@gmail.com
📞 Phone: +91-9348699631
🏢 Address: Tomo services
At - Bantol , Talcher
Dist - Angul
State - odisha