Refund & Cancellation Policy

Effective Date: July 10, 2026

Polo City Connect Private Limited

Polo City Connect Private Limited ("Polo City", "Company", "we", "our", or "us") strives to provide a fair and transparent cancellation and refund process for both Passengers and Pilots. This Refund & Cancellation Policy explains when refunds may be issued, how cancellations are handled, and the timelines for processing eligible refunds.

By using the PoloCity Passenger App, PoloPilot Driver App, website, or related services, you agree to this Refund & Cancellation Policy.

1. Ride Cancellation by Passenger

Passengers may cancel a ride at any time.

Free Cancellation

No cancellation fee will be charged if:

  • No Pilot has accepted the ride.

  • The ride is cancelled within the free cancellation period displayed in the App.

  • The Pilot is unable to reach the pickup location due to reasons beyond the Passenger's control.

Cancellation Fee

A cancellation fee may be charged if:

  • The Pilot has already accepted the booking.

  • The Pilot has arrived at the pickup location.

  • The Passenger cancels after the waiting time shown in the App.

  • Repeated cancellations are made that negatively affect Pilot earnings.

The applicable cancellation fee will be displayed before confirmation.

2. Ride Cancellation by Pilot

If a Pilot cancels a confirmed ride:

  • The Passenger will not be charged.

  • Any amount already paid will be refunded in full.

  • Repeated unjustified cancellations by a Pilot may result in warnings, temporary suspension, penalties, or permanent removal from the platform.

3. Ride Not Completed

If a ride cannot be completed because of:

  • Vehicle breakdown

  • Safety concerns

  • Technical issues

  • Network failure

  • Incorrect fare calculation

  • Other operational reasons

Polo City may issue either:

  • Full refund

  • Partial refund

  • Ride credit

  • Promotional credit

depending on the circumstances.

4. Duplicate or Incorrect Payments

If a Passenger is charged:

  • More than once for the same ride,

  • An incorrect fare due to a technical issue,

  • An unauthorized transaction,

the Company will investigate the transaction and issue the appropriate refund after verification.

5. Refund Eligibility

Refund requests may be considered for:

  • Duplicate payment

  • Failed digital transaction

  • Incorrect fare charged

  • Overcharging due to system error

  • Ride cancelled after payment

  • Service not provided

  • Technical payment failure

  • Verified billing disputes

Refund requests made for reasons outside the Company's control may not be eligible.

6. Non-Refundable Charges

The following are generally non-refundable:

  • Valid cancellation fees

  • Toll charges actually incurred

  • Government taxes

  • Charges resulting from Passenger misconduct

  • Charges for completed rides

  • Promotional or discounted amounts already utilized

7. Refund Processing Time

Approved refunds are processed as follows:

Payment MethodEstimated Refund TimeUPI1–5 Business DaysDebit/Credit Card5–10 Business DaysNet Banking5–10 Business DaysWallet Payments1–7 Business DaysCash PaymentsOnly where applicable after verification

Actual processing times may vary depending on the payment service provider or bank.

8. Promotional Credits

Where appropriate, Polo City may provide:

  • Ride Credits

  • Promo Coupons

  • Wallet Credits

instead of monetary refunds.

Such credits:

  • cannot be exchanged for cash;

  • are non-transferable; and

  • are subject to expiry dates and promotional terms.

9. Refund Request Procedure

Passengers may request a refund by:

  • Opening the PoloCity App

  • Navigating to Ride History

  • Selecting the relevant ride

  • Tapping Report an Issue or Request Refund

Alternatively, requests may be submitted through:

Email: support@polocity.in

The following information may be required:

  • Ride ID

  • Date and time of ride

  • Registered mobile number

  • Payment reference

  • Description of the issue

10. Investigation

Each refund request will be reviewed individually.

The Company may examine:

  • GPS records

  • Ride logs

  • Payment records

  • Communication history

  • Driver reports

  • Passenger reports

Additional information may be requested where necessary.

11. Fraud Prevention

Polo City reserves the right to refuse refunds where:

  • Fraudulent activity is suspected;

  • False claims are submitted;

  • Refund abuse is detected; or

  • The request violates applicable laws or Company policies.

Fraudulent claims may result in suspension or permanent termination of the user account.

12. Chargebacks

Users are encouraged to contact Polo City before initiating a chargeback through their bank or payment provider.

If a chargeback is initiated without prior communication, the Company may suspend the user's account while the dispute is under investigation.

13. Limitation of Refunds

Refunds are limited to the amount actually paid by the Passenger for the specific ride.

The Company shall not be liable for indirect or consequential losses, including but not limited to missed appointments, business losses, or incidental expenses arising from ride cancellations or delays.

14. Policy Updates

Polo City Connect Private Limited reserves the right to amend this Refund & Cancellation Policy at any time. Updated versions will be published on our website and mobile applications, and continued use of our Services constitutes acceptance of the revised policy.

15. Contact Us

For refund-related questions or assistance, please contact:

Polo City Connect Private Limited

Customer Support

Email: support@polocity.in

Website: www.polocity.co.in

Address:
Kakwa Makha Nameirakpam Leikai
Imphal East, Manipur – 795008
India

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