CANCELLATION & REFUND POLICY
This Cancellation & Refund Policy applies to both users of the Clixi platform (“Customers”) and ride service providers (“Pilots”). By using Clixi, you agree to the terms outlined below.
1. For Customers
a. Ride Cancellation by Customer
Before Pilot Confirmation: You may cancel the ride at any time before a Pilot accepts the booking, at no charge.
After Pilot Confirmation but Before Pickup:
A nominal cancellation fee may be charged (visible on the app) depending on the time of cancellation and Pilot wait time.
Excessive cancellations may result in temporary account restrictions.
b. No-Show by Customer
If the Pilot arrives at the pickup location and waits for more than 5 minutes, and you are unreachable/unavailable:
The ride may be marked as a “No-Show”.
Full fare or a cancellation fee may be charged.
The Pilot retains the right to leave after the waiting period.
2. For Pilots
a. Ride Cancellation by Pilot
Pilots are expected to honour accepted bookings.
Repeated cancellations after accepting rides may lead to penalties or suspension of the Pilot account.
In-app wallet deductions for cancelled rides will not be reversed unless the cancellation was due to a valid platform-related issue (e.g. incorrect ride details, app malfunction).
b. In-App Wallet Deductions
Each time a ride is accepted, a service fee is pre-deducted from the Pilot’s Clixi Wallet.
If a ride is cancelled by the Customer within 2 minutes or by Clixi due to customer-side errors, the deducted amount may be refunded to the Pilot’s Wallet.
No refunds will be issued if:
The Pilot cancels the ride without valid reason.
The ride is marked as “No-Show” due to Pilot delay or unresponsiveness.
3. Wallet Recharge & Refunds (For Pilots)
a. Non-Refundable Credits
All wallet top-ups are final and non-refundable.
Wallet credits can only be used to accept and complete rides on the Clixi platform.
No cash or bank refund is possible for unused wallet balance, except in the case of:
Permanent deactivation of Pilot account with no policy violations.
Wallet errors due to technical faults acknowledged by Clixi.
b. Expiry of Wallet Balance
Wallet balances do not expire, unless otherwise stated in promotional offers or bonus credits with expiry timelines.
4. Refunds for Failed Transactions
If your wallet recharge or payment fails but money is debited:
The amount will be automatically credited to the original payment source within 7–10 working days.
If not received in the stated timeline, please contact hello@clixi.in or call +91 809 16 11711 with your transaction details.
5. Grievances & Dispute Resolution
If you have concerns regarding a cancellation fee, ride cancellation, or wallet refund:
Please reach out to our support team at hello@clixi.in or call +91 809 16 11711.
Our team will review your issue within 72 hours and provide a resolution.
6. Refund timeline
All valid refunds are credited within 7–10 working days to the original payment source.
7. Policy Changes
Clixi reserves the right to update or change this policy at any time. All changes will be communicated via the Platform. Continued use of Clixi services after policy updates implies acceptance of the revised terms.