Policy

Return & Refund Policy

Understand the refund and cancellation procedures for services booked through the Katos India platform. We are committed to transparency and fairness.

Last Updated: July 2, 2026

1. Introduction

Katos India Pvt. Ltd. ("we," "our," or "us") values your trust and satisfaction. This Return & Refund Policy explains the terms and conditions under which we process cancellations, refunds, and reimbursements for services booked through our Platform. By using our services, you agree to the terms outlined below.

2. Cancellation Policy

Customer-Initiated Cancellations:

  • You may cancel a ride booking free of charge within 5 minutes of confirmation. This grace period allows you to change your mind without any penalty.
  • Cancellations made after 5 minutes of confirmation will incur a cancellation fee. The fee amount will be clearly displayed at the time of cancellation and varies based on the fare and distance.
  • If you cancel a booking after the driver has arrived at the pickup location, a higher cancellation fee may apply, up to the full fare amount in some cases.

Driver-Initiated Cancellations:

  • If a driver cancels the ride due to unforeseen circumstances (e.g., vehicle breakdown, traffic issues, or personal emergencies), no cancellation fee will be charged to you.
  • You will receive a full refund for the booking amount, and you will be notified to book another ride.

No-Show:

  • If you fail to meet the driver at the designated pickup location within 10 minutes of the driver's arrival, the ride will be marked as a "no-show."
  • No-show rides are charged a cancellation fee equivalent to the fare displayed at the time of booking.
  • The driver may leave after the waiting period, and no refund will be issued.

3. Refund Policy

Eligibility for Refunds:

  • Full Refund: If you cancel within the 5-minute grace period, or if the driver cancels the ride, you are eligible for a full refund.
  • Partial Refund: If you cancel after the grace period, the cancellation fee will be deducted from the total fare, and the remaining amount will be refunded.
  • Service Issues: If you experience a service issue (e.g., incorrect route, unprofessional driver, or vehicle not matching the booking), you may be eligible for a partial or full refund. Please report the issue to our support team at care@travel.katos.in within 24 hours of the ride.
  • Payment Errors: If you are charged an incorrect amount due to a system error, we will process a refund for the difference upon verification.

Refund Processing Time:

  • Refunds are processed within 5-7 business days from the date of approval.
  • The refund will be credited to the original payment method used for booking (credit/debit card, UPI, wallet, or bank account).
  • If the original payment method is not available, we will arrange an alternative method of refund.

4. Special Circumstances

Promotional Discounts: If you used a promotional code or discount for your booking, the refund amount will be adjusted accordingly. The refund will not exceed the actual amount paid after discounts.

Multiple Stops or Route Changes: If you request additional stops or a route change during the ride, the fare may increase. Refunds will not be issued for fare adjustments due to such changes.

Force Majeure: In the event of natural disasters, government restrictions, or other unforeseen circumstances, refunds will be processed on a case-by-case basis.

5. Dispute Resolution

If you believe a refund or cancellation charge has been applied incorrectly, please contact our support team within 7 days of the booking date. We will investigate the issue and provide a resolution. If you are not satisfied with the resolution, you may escalate the matter to our grievance officer at grievance@travel.katos.in.

6. How to Request a Refund

  1. Log in to your Katos India account.
  2. Navigate to the "My Trips" or "Booking History" section.
  3. Select the relevant booking and click on "Request Refund" or "Report Issue."
  4. Provide details of the issue and any supporting evidence (e.g., screenshots, photos).
  5. Our support team will review your request and respond within 24-48 hours.

Alternatively, you can contact us directly via email at care@travel.katos.in or call us at 8181810816.

7. Changes to This Policy

We reserve the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of the Platform after changes constitutes your acceptance of the revised policy.

8. Contact Us

If you have any questions or concerns regarding this Return & Refund Policy, please contact us at:

Katos India Pvt. Ltd.
CF-1107, Fusion Ufairia, Sector 16B, Greater Noida West, UP - 201318
Email: care@travel.katos.in
Phone: 8181810816