Legal · Concept documents

Refunds & Cancellation Policy

Fare Lock refunds, cancellation fees and waivers, and failed-payment reversals.

Concept project. Hoppr is fictional and these terms are illustrative placeholders, not legal advice.

Last updated September 28, 2026

1. Fare Lock Overcharge Guarantee

  1. Report in One Tap: If any Captain demands or collects an amount exceeding the locked fare displayed on the Hoppr application, report it from the trip screen or your trip receipt. No forms and no phone queue.
  2. Full Refund of the Difference: You are entitled to a full refund of the excess amount paid above the locked fare.
  3. Settlement Modes: Choose how you want the refund:
    • Kicks, instantly: the difference is credited to your Kicks wallet the moment you report. Kicks are worth ₹1 each and remain valid for 180 days across all vehicle tiers.
    • Rupees to UPI: refunds to your original UPI handle are usually completed within minutes of your report. Where a bank or UPI network delay occurs, the refund completes within 2–3 working days.
  4. What Happens to the Captain: Every verified report is logged against the Captain. Repeat reports mean retraining, then suspension.

2. Cancellation Fees

  1. Free Window: Cancelling is free for two (2) minutes after a Captain is assigned.
  2. Standard Fee: After that, a cancellation fee of 10% of the estimated fare applies, with a minimum of ₹5 and a maximum of ₹100. The fee goes 100% to the Captain for their time and fuel.
  3. Hop Pass: Hop Pass members never pay cancellation fees.

3. Cancellation Fee Waivers

Cancellation fees will be automatically waived or immediately credited back in the following scenarios:

  1. Cancellation initiated within 2 minutes of Captain assignment.
  2. The Captain has remained stationary for 3 minutes or more ("Stall Check"). The app tells you when Stall Check applies.
  3. The Captain's live ETA has extended by 5 minutes beyond the initial estimate.
  4. The assigned vehicle does not match the registration plate displayed in the app.
  5. The Captain asked you to cancel, and you reported it from the trip screen.

If a fee was charged in any of these cases, report it from the trip receipt and it will be credited back in the same mode you paid.

4. Waiting Charges

The first 3 minutes of waiting at pickup are free. After that, waiting is charged at ₹1 per minute and shown live in the app. Waiting charges are refunded if the Captain was not at the confirmed pickup point.

5. Failed or Duplicate Transactions

If money is debited from your bank account or UPI handle for an unconfirmed ride, or you are charged twice for the same ride, the amount is automatically reconciled and returned by our banking partners within 2 to 4 business hours. If it has not reached you within 2–3 working days, contact us with the UPI transaction reference and we will trace it.

6. How to Claim

Most refunds need no claim at all. For anything else, use Help on the trip receipt, or write to grievance@hoppr.example with your trip ID. Unresolved complaints follow our Grievance Redressal Mechanism.