Refund & Cancellation Policy

1. What this policy covers

This policy explains, for Rylod driver partners:

• when payments you make for Credit purchases are refundable and when they are not;
• what happens when a payment fails, stays pending, is duplicated, or money is debited without Credits arriving;
• how cancellations and penalties work financially; and
• how to raise a refund request and how long it takes.

2. Payment methods & credit purchases

2.1. Payment methods. Payments may be made using the payment methods supported by the App, including UPI, debit cards, credit cards, net banking, wallets, and any other payment methods made available by Rylod from time to time.

2.2. Purchases are final. Once your payment succeeds and Credits are added to your balance, the purchase is complete and generally not refundable, except where expressly provided under this policy (including Section 9 on account closure). Credits cannot be exchanged back into cash, transferred, or withdrawn.

2.3. Before you pay, the App shows you the pack: the number of Credits, the price (including GST), any discount, and the validity period. Confirming the payment means you accept these.

2.4. Choose carefully. Buy what you expect to use within the validity period — see Section 5 on expiry.

3. Payment states — pending, delayed, failed or stuck payments

3.1. Payment states. A payment may be in one of the following states:

• Pending — the gateway or bank is still confirming the transaction;
• Successful — the payment has been successfully processed. Credits are ordinarily added immediately, but may be added after verification where processing is delayed (see Section 3.4);
• Failed — the payment could not be completed. If any amount was debited, it will ordinarily be reversed or refunded to the original payment method in accordance with this Section 3;
• Reversed / Refunded (where applicable) — the amount has been returned to your payment source.

4. Duplicate payments

4.1. What counts as a duplicate. A duplicate payment means an unintended multiple successful payment made for the same Credit purchase because of a technical issue or repeated payment attempts. Separate purchases intentionally initiated by the driver are treated as independent Credit purchases.

4.2. Each successful payment results in the corresponding Credits being added to your account. If a duplicate payment occurred because of a technical error, Rylod may review the transaction and determine the appropriate remedy under Section 4.3.

4.3. Duplicate Credit purchases are not automatically refundable. If a duplicate payment resulted from a technical issue (for example, the App showed a failure but the payment succeeded), contact Support — Rylod will review such requests on a case-by-case basis, after verifying the payment with the payment partner.

4.4. To avoid duplicates: if a payment shows as pending or failed, wait for the status to be confirmed (Section 3.3) before paying again.

4.5. Retried payments that both succeed. If multiple successful payments are received for separate payment transactions (for example, a pending payment later succeeds after you have already retried and paid again), each successful transaction will ordinarily result in Credits being added. Requests arising from unintended duplicate payments caused by technical issues will be reviewed under Section 4.3.

4A. Chargebacks and payment disputes

If a payment used to purchase Credits is subsequently reversed, disputed, or charged back through the payment provider or issuing bank, Rylod may recover the corresponding Credits, adjust your Credit balance (including creating a negative Credit balance where necessary), suspend account access, or take any other action permitted under the Driver Terms until the matter is resolved. Raising a bank chargeback without a valid basis for a Credit purchase where the Credits were validly delivered may be treated as a breach of the Driver Terms.

5. Credit expiry

5.1. Credits are valid for the period shown when you buy them. Expired Credits lapse and are not refundable, revivable, or convertible — this is stated at purchase and in the Driver Terms.

5.2. The App shows the expiry of your Credits. Plan purchases so Credits are used within their validity.

5.3. Rylod may send reminders before Credits expire. However, it remains your responsibility to use purchased Credits before their expiry date, whether or not a reminder is received.

6. Bonus, promotional & promoter Credits

6.1. Credits we add free of charge — signup/referral bonuses, recharge campaign bonuses, compensation Credits, promoter-added Credits — are never refundable or redeemable for cash, and may carry their own validity and conditions shown in the App.

6.2. Bonus Credits obtained through abuse (fake referrals, multiple accounts, gaming offers) may be reversed, as per the Driver Terms.

7. Penalties — negative balance, offset & disputes

7.1. How penalties work. If you cancel after accepting a delivery (or after reaching pickup) or otherwise breach the Driver Terms, a penalty is deducted from your Credits; your balance may go negative up to the limit determined by Rylod from time to time. If your Credit balance becomes negative for any reason (including penalties), you may purchase additional Credits through the App. Purchased Credits are first used to offset the outstanding negative balance; any remaining purchased Credits are added to your available Credit balance. Rylod may temporarily restrict your ability to accept new deliveries or use certain App features while your Credit balance remains beyond the permitted negative-balance limit set out in the Driver Terms. You may clear a negative balance either through a direct penalty payment offered in the App or through a Credit purchase that first offsets the negative balance. A direct penalty payment is not a Credit purchase and is refundable only if duplicated, failed, or reversed after an upheld dispute.

7.2. Finality. Where purchased Credits are used to offset an outstanding negative Credit balance, the Credit purchase remains final once the purchased Credits are successfully added to your account, except where a penalty dispute is upheld under Section 7.3.

7.3. Disputing a penalty. If you believe a penalty was applied incorrectly, you may raise a dispute through Support within 7 days of the penalty. Rylod may review system logs, GPS records, trip history, communication records, and any other relevant information available to determine whether the penalty was correctly applied. If your dispute is upheld, the wrongly applied penalty Credits will be restored to your Credit balance. If you had already purchased Credits while your balance was negative, those purchased Credits remain in your account — the restored penalty Credits are added on top.

7.4. No cash refunds for penalty reversals. Penalty reversals are made in Credits, not cash. No cash refund will be issued because your payment resulted in the successful purchase of Credits, and those Credits remain valid in your account after the penalty reversal. This section applies only to penalty reversals — it does not affect your rights under Section 3 where a payment itself has failed or Credits were not successfully added.

8. Cancellation charges (summary)

The full rules live in the Driver Terms (Section 17); the money effects are:

• You cancel after accepting / after reaching pickup — penalty deducted from your Credits.
• You cancel within the grace period — no charge.
• Customer cancels late on you — Customer may be charged a cancellation fee in accordance with the Customer Terms; you are compensated in Credits.
• Customer no-show (15-minute window: 3 min free + 12 min paid waiting) — auto-cancel; Customer may be charged a cancellation fee; you are compensated in Credits.
• Delivery auto-cancelled because you never proceeded to pickup — penalty deducted from your Credits.

9. Credits when you close your account

9.1. You cannot close your account with a negative balance — clear dues first (as per the Driver Terms).

9.2. Purchased Credits. Unused purchased Credits are refundable at their paid value only when all of the following are met: your account is permanently closed (the deletion grace period has ended); the Credits are unexpired at the time of closure; and the Credits were purchased (not bonus, promotional, or compensation Credits). Refunds are calculated on Rylod’s records of your unexpired purchased Credits and the amount originally paid for them — not on credit rates at the time of refund; Rylod’s records are final in the absence of manifest error. Refunds are ordinarily made to the original payment method; where that is not possible, Rylod may request additional information to process the refund to a verified bank account. Payment-gateway or other non-recoverable processing charges may be deducted where permitted by applicable law.

9.3. Not refundable: bonus Credits, promotional Credits, and compensation Credits — these lapse on closure.

9.4. During the ~30-day deletion grace period, reactivating your account restores your remaining Credits and their original validity.

10. How to raise a refund request

• Support is available through the App. Where an email support channel is provided, you may also contact us at support@rylod.com.
• Choose the payment/penalty concerned and describe the issue.
• Attach any supporting information, such as payment reference numbers (UTR), screenshots, or other relevant documents.
• We acknowledge within 24 hours and issue a ticket number, and resolve within the timelines in this policy. You can track the request in the App using that ticket number.

11. Timelines at a glance

• Payment pending — resolved upon confirmation from the payment gateway or issuing bank.
• Failed payment auto-reversal by gateway — per the RBI turn-around time (UPI ordinarily T+1).
• Verified failed-payment refund / credit by Rylod — 7 working days from verification.
• Duplicate-payment review — case-by-case, acknowledged in 24 hours.
• Penalty dispute window — 7 days from the penalty.
• Penalty dispute resolution — 10 working days.
• Account-closure credit refund — 7 working days after permanent closure.
• Refund request acknowledgement — 24 hours, with a ticket number.

12. Changes to this policy

We may update this policy; the current version is always available in the App / on our website. Material changes will be notified in the App.

13. Contact

• In-app: Help / Support
• Email: support@rylod.com
• Grievance Officer: as per the Driver Terms & Conditions
• Company: Abitz Technologies Private Limited, Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095