Last updated : 29-09-2025

For Users:
– Cancellations made an hour or more before pickup are free.
– Late cancellations (less than 1 hour) are non-refundable.

For Drivers:
– Frequent or unjustified cancellations may invite penalties.
– If DEM/Driver cancels after confirmation, we arrange a replacement cab or refund up to 2x the
booking amount.

Refund Criteria Policy

  • Duranto offers a transparent refund system to ensure fairness and trust. Refunds are processed under the following conditions:
  • No cab provided by Duranto: User may receive up to 2× the booking amount depending on the policy terms.
  • Driver no-show or cancellation without valid reason → Full refund to user.
  • Trip canceled by user due to incorrect driver behavior → Partial or full refund after investigation.
  • Payment failures or duplicate charges → Immediate full refund.
  • Booking cancelled within the free cancellation window → Full refund.
  • Refunds are issued either to the original payment method or the Duranto Wallet for faster processing.

Refund timeline:

  • Active systems: Immediate or within 24 hours
  • Bank/UPI/Card processing: 3–7 business days
  • Full system purge for deletion requests: Up to 90 days (including backup systems)
  • Duranto reserves the right to refuse refunds in cases of misuse, fraudulent activity, or violation of policies.


Refund queries are typically resolved within 48 hours; eligible refunds processed within 5–7 business days. Refunds are credited back through the original payment method only