Legal

Cancellation & Refund Policy

Last Updated: October 9, 2026

1. Overview

This policy applies to bookings made on the Tip Top Drivers website and apps, operated by RAA ASSOCIATE. It forms part of our Terms & Conditions.

2. Cancelling a Booking

  • You can cancel a booking from the app or website at any time before the driver reaches your pickup location
  • Once the driver has reached the pickup location, or the trip has started, the booking cannot be cancelled in the app. Please contact support
  • A trip already paid online cannot be cancelled in the app; contact support instead
  • B2B (business client) bookings cancelled with less than 2 hours' notice may incur a fee, as shown in the app
  • We may cancel or reassign a booking because of driver unavailability, force majeure or operational constraints. If we cancel, you are not charged and any amount paid is refunded in full

3. Cancellation Fees

A cancellation fee may apply depending on how close to the pickup time you cancel. Any fee is shown in the app before you confirm a booking and again before you confirm a cancellation, so you always know the amount first.

4. When You Get a Refund

Refunds are made where RAA ASSOCIATE is at fault, including:

  • A duplicate payment for the same trip
  • A failed payment where the money was still debited from your account and not applied to a trip
  • A trip that we cancel, or that we are unable to fulfil, after you have paid
  • An overcharge or a trip not completed as booked, confirmed after review of your support ticket

5. Non-Refundable Payments

Payments are for services rendered and are generally not refundable. In particular, no refund is due for a trip that was completed as booked, for a valid cancellation fee, or for a no-show where the driver waited at the pickup point. Tips paid directly to the driver are not processed by us and cannot be refunded by us.

6. Refund Method & Timelines

  • Approved refunds go back to the original payment method (UPI, card, net banking or wallet) through our payment gateway, Cashfree Payments
  • We aim to approve and initiate refunds within 5–7 working days of identifying the issue. How long the amount takes to show in your account after that depends on your bank or payment provider
  • Trips paid in cash are refunded by bank transfer or UPI to an account you provide
  • If a debited payment was never confirmed by the gateway, it is automatically reversed by the gateway to your original payment method

7. Driver Wallet Top-ups

Refunds of failed, duplicate or erroneous wallet top-ups by drivers are covered in section 5.5 of our Terms & Conditions.

8. Raising an Issue

Please raise a refund or payment issue within 7 days of the trip, quoting your booking ID or payment reference:

Also see our Privacy Policy and Legal & Business Information.