Cancellation & Refunds
Last updated: 1 August 2026
A booking is only confirmed once payment is made, and that payment is held in escrow — not released to the driver — until delivery is confirmed. If a booking is cancelled before that point, this policy determines how much is refunded, based on who cancels and when.
1. If the driver cancels
Whatever the reason, if a driver cancels a confirmed booking, the shipper receives a 100% refund, including the platform fee. The driver receives no compensation. Driver cancellations reduce the driver’s rating (−0.3★); a driver who cancels repeatedly (3 strikes) is suspended from the platform.
2. If the shipper cancels
Refunds scale down the closer the cancellation is to the booked pickup window, because the driver has less time to fill that capacity with another booking:
| Timing | Shipper refund | Driver compensation | Rating impact |
|---|---|---|---|
| More than 24 hours before pickup | 100% minus the platform fee | None | −0.1★ |
| 6–24 hours before pickup | 50% minus the platform fee | 50% of the booking amount | −0.3★ |
| Less than 6 hours before pickup | 0% | 100% of the booking amount | −0.5★ |
| Shipper no-show at pickup | 0% | 100% of the booking amount | −1★ + formal warning |
In every case where a fee is described as “retained,” the platform fee is not refunded to the shipper — it covers the cost of matching, verification, and payment processing already performed for that booking.
You’re shown the exact refund amount that applies before you confirm a cancellation, with an “I understand” confirmation step.
2a. How we determine a shipper no-show
A no-show is only confirmed — and full payment released to the driver — when all four of these are true:
- GPS confirms the driver was within 500m of the pickup point
- The driver waited there for at least 20–30 minutes
- The shipper never entered the pickup confirmation code
- The driver attempted to contact the shipper (logged call or message)
If any of these four conditions isn’t met, the booking is instead flagged as a dispute, payment stays frozen in escrow, and our operations team reviews it manually. Before a no-show is auto-confirmed, the shipper receives an urgent warning that they will be charged if they don’t confirm.
3. If a booking simply isn’t paid for
A booking reserves the driver’s capacity for 10 minutes while payment is completed. If payment isn’t completed in that window, the booking automatically expires, the reserved capacity is released back to the journey, and no money changes hands — there is nothing to refund.
4. How refunds are paid
Refunds are processed back through Razorpay to your original payment method. Refunds are asynchronous — we initiate them immediately on cancellation, and Razorpay confirms completion via a webhook, typically within a few business days depending on your bank.
[REVIEW]Confirm a typical refund settlement time range (e.g. “3–7 business days”) with Razorpay’s actual settlement SLA before quoting a specific window here.5. Disputes over cargo condition or delivery
If a shipper reports damaged, partial, or lost cargo at delivery, the booking is marked disputed and escrow is held while our operations team reviews the pickup/delivery photos, GPS trail, and booking timeline. See our Delivery Policy for what evidence is captured at each step.
6. Questions
For a specific booking dispute or refund question, contact hello@roundrop.in with your booking details.