Refund & Cancellation Policy

Refund Policy

1. If you wish to request a refund for any amount debited from your Ritzy Wallet, please email wecare@ritzy-ride.com with complete transaction or booking details and a clear explanation of the reason for your request.

2. All refund requests are reviewed and verified. If Ritzy determines that the refund request is valid, reasonable efforts will be made to process the refund in accordance with applicable laws and RBI guidelines.

3. Ritzy Wallet is a closed system prepaid instrument. As per RBI regulations, wallet balances are primarily intended for use on the Ritzy platform and are generally not transferable to external bank accounts or payment instruments.

4. In cases of erroneous loading, duplicate transactions or technical errors, and after verification of the written request, Ritzy may credit the amount back to the original payment source, as permitted under RBI guidelines.

5. If the wallet is a full KYC wallet and the user requests wallet closure, the remaining balance may be transferred to a verified and pre-designated bank account, subject to regulatory and compliance checks.

6. Ritzy will make reasonable efforts to process refunds promptly. However, Ritzy is not responsible for delays caused by banks, payment gateways, merchants or circumstances beyond its reasonable control including force majeure events.

Chargeback Policy

1. You may initiate a chargeback request through your bank, debit card provider, credit card provider or UPI service in accordance with their respective terms and conditions. Chargeback requests are handled by the financial institution and not by Ritzy.

2. Ritzy reserves the right to review the user account and transaction history in the event of a chargeback request to assess potential fraud or misuse.

3. If fraudulent or unauthorized activity is suspected, Ritzy may suspend, block or terminate the account with immediate effect.

Meter Start and Cancellation Policy

1. Ritzy drivers will wait for a maximum of sixty minutes from the scheduled trip start time. After this period, the trip timer may be initiated.

2. Users may cancel a driver service booking at any time through the Ritzy mobile application or website.

3. A cancellation fee may be charged if the booking is cancelled after the driver has been assigned or is already on the way. Applicable charges will be clearly communicated at the time of booking.

4. If a cancellation qualifies for a refund, the amount will be processed either to the Ritzy Wallet or to the original payment source, as permitted under RBI guidelines.

Refund Timelines

1. Refunds are processed to the original payment method unless the user opts for Ritzy Wallet credit.

2. Estimated refund timelines are as follows:

• a. Net banking refunds are typically processed within five to seven business days.
• b. Debit and credit card refunds are typically processed within five to seven business days.
• c. UPI refunds are generally processed within one to two days.
• d. Wallet based payments including Amazon Pay, PhonePe, Paytm and Mobikwik are typically refunded within five to seven business days.
• e. BNPL and similar payment methods are typically refunded within five to seven business days.

3. Actual timelines may vary depending on the processing banks, payment gateways or external service providers.

Fraud Prevention and Account Security

1. Ritzy may temporarily suspend transactions, withhold refunds or restrict account access if there is reasonable suspicion of fraud, unauthorized activity or regulatory noncompliance.

2. All such actions will be taken in accordance with applicable RBI guidelines and legal obligations.

Customer Communication

1. Ritzy ensures transparent disclosure of wallet usage terms, refund rules, cancellation charges, expiry conditions and wallet closure procedures at the time of onboarding and within the application.

2. For any queries related to refunds or cancellations, users may contact wecare@ritzy-ride.com / 01141198887.