Refund & Cancellation Policy

Operator: Axxoraa Private Limited, H.no 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum, Jharkhand 833221, India
CIN: U62099JH2025PTC026425
Grievance Officer: Sidharth Kumar Prasad | Phone: +91 92631 33158 | Email: grievance@bookkaro.co.in

1. Introduction

This Refund & Cancellation Policy explains:

• How refunds work for Customer ride payments (which BookKaro does not process).
• How refunds work for Captain subscription payments made on the Website (via Razorpay) or Android App (via Google Play Billing).
• How to cancel a subscription.
• Situations where refunds are not available.

This Policy is part of our Terms of Service and should be read together with the Privacy Policy and Grievance Redressal Policy.

2. Customer Ride Payments — No Refunds by BookKaro

2.1 How Ride Payments Work

BookKaro is a software directory. We do not collect, hold, process, or route ride payments. All ride payments (Cash or UPI) are made directly by the Customer to the Captain. The Platform does not touch ride money.

2.2 No Refunds for Rides

Because BookKaro never receives ride payments, BookKaro cannot and does not issue refunds for rides. Any fare, advance, or payment you make to a Captain is a matter directly between you and the Captain.

2.3 If a Captain Fails to Show Up

If you have paid a Captain via UPI and the Captain does not show up or fails to complete the ride:

1. Contact BookKaro Support at grievance@bookkaro.co.in with:
   • Your registered mobile number
   • The Captain's name and vehicle number (if known)
   • Screenshot of the UPI payment
   • Date, time, and pickup location
2. BookKaro will investigate and may warn, suspend, or permanently ban the Captain's account.
3. BookKaro will assist in connecting you with the vehicle owner where possible.
4. Recovery of the paid amount remains a matter between you and the Captain. BookKaro will cooperate with any investigation but is not liable to refund the amount.

2.4 Ride Cancellation

• Customers and Captains may cancel a confirmed booking before pickup by informing each other via the app.
• No cancellation fee is charged by BookKaro.
• Any advance or fare already settled directly between the parties is their own responsibility.
• Repeated late cancellations may affect your account rating or lead to suspension (see Acceptable Use Policy).

3. Captain Subscription Plans and Prices

BookKaro offers multiple subscription plans for Captains. The current plans and their prices (exclusive of applicable GST) are listed on the Pricing page at www.bookkaro.co.in/pricing.html. Prices currently range from ₹99 to ₹299 per month (monthly billing) or the corresponding yearly amounts, depending on the plan chosen.

All prices are exclusive of applicable GST (currently 18%). GST is added at checkout and shown on your invoice.

4. Captain Subscriptions — Website (Razorpay)

4.1 30-Day Money-Back Guarantee (First-Time Subscribers Only)

If you are a first-time subscriber and request a refund within 30 days of your purchase, you are eligible for a full refund.

4.2 After 30 Days

Subscription fees are non-refundable after 30 days from purchase.

4.3 How to Request a Refund

1. Email grievance@bookkaro.co.in with:
   • Your registered mobile number
   • Razorpay transaction ID
   • Purchase date
   • Plan chosen (Starter, Basic Plus, Pro, or Fleet)
   • Reason for refund
2. We verify eligibility (first-time subscriber, within 30 days, no policy violation).
3. Approved refunds are processed via Razorpay to the original payment method within 7–10 business days.
4. You will receive a confirmation email once the refund is initiated.

4.4 Refund Eligibility Table (Website)

5. Captain Subscriptions — Android App (Google Play Billing)

5.1 Google Play Billing

Subscriptions purchased through the Android App are digital services billed via Google Play Billing. By purchasing, you also agree to Google Play's terms of service.

5.2 Standard Google Play Refund Policy

Refunds for App purchases are governed by Google Play's refund policy. Generally:

• Refunds may be requested within 48 hours of purchase, subject to Google's discretion.
• Google may consider the circumstances and your purchase history.
• BookKaro cannot override Google's refund decisions.

5.3 How to Request a Refund (App)

1. Open the Google Play Store app.
2. Tap your profile icon → Payments & subscriptions → Budget & history.
3. Find the BookKaro subscription and tap Report a problem.
4. Select the reason and follow the instructions.
5. Google will review and respond directly.

You can also visit play.google.com/store/account → Order history → Report a problem.

5.4 Cancellation of App Subscriptions

To cancel an auto-renewing App subscription:

1. Open Google Play Store.
2. Tap your profile icon → Payments & subscriptions → Subscriptions.
3. Select BookKaro and tap Cancel subscription.
4. Follow the prompts to confirm.

Cancellation must be done before the renewal date to avoid being charged for the next period.

6. Subscription Cancellation — Website

To cancel a Website subscription:

• Log in to www.bookkaro.co.in → My Account → Subscription → Cancel, or
• Email grievance@bookkaro.co.in with your registered mobile number and request to cancel.

Cancellation stops future renewals but does not automatically refund the current period, except as stated in Section 4.1 (30-day money-back for first-time subscribers).

7. Plan Upgrades and Downgrades

• Upgrades: If you upgrade to a higher-priced plan, we may prorate the difference and charge you the difference immediately. The upgrade takes effect right away.
• Downgrades: If you downgrade to a lower-priced plan, the change takes effect from your next billing cycle. No refund is issued for the current period.
• Plan changes can be made from your account dashboard or by contacting grievance@bookkaro.co.in.

8. Non-Refundable Situations

Refunds will not be granted where:

1. The subscription has been used beyond the eligibility window (30 days for Web, 48 hours for App).
2. The account was terminated for breach of the Terms of Service or Acceptable Use Policy.
3. Documents submitted were found to be fake, altered, borrowed, or expired.
4. The request is made after the applicable window, except where required by law.
5. The account was involved in fraud, harassment, or illegal activity.
6. The Captain attempted to circumvent Platform safety or verification features.

9. Chargebacks and Refund Abuse

• Fraudulent chargebacks (disputing a legitimate charge with your bank) may result in account suspension and recovery of amounts owed.
• Repeated refund abuse may result in permanent account termination.
• We cooperate with banks and payment processors in investigating chargeback claims.

10. Duplicate or Incorrect Charges

If you believe you were charged twice or charged incorrectly:

• Website (Razorpay): Email grievance@bookkaro.co.in with your transaction IDs. We will investigate and process a refund if a duplicate charge is confirmed.
• App (Google Play): Report the issue through Google Play's Report a problem flow. BookKaro cannot directly reverse Google Play charges.

11. Refunds Due to Platform Error

If a refund is due because of a BookKaro error (e.g., incorrect charge, service not delivered due to a Platform fault), we will process the refund in full, regardless of the windows above.

12. Refunds Required by Law

Nothing in this Policy limits your rights under the Consumer Protection Act, 2019, or any other applicable law. Where a refund is required by law, we will process it accordingly.

13. Processing Times

14. How to Contact Us

For refund or cancellation questions, contact our Grievance Officer:

We acknowledge refund complaints within 48 hours and aim to resolve them within 15 days.

15. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be notified via the Platform or email where practicable. The "Last Updated" date at the top indicates when the Policy was last revised.