At Vozi (VR Mobility Private Limited), we strive to provide a best-in-class service experience with every ride you book through our app. While we aim for perfection, we understand that issues may occasionally arise. If a ride does not meet your expectations, you can share your feedback by rating your driver in the app. For concerns such as pricing errors or more serious issues, you may report the matter to our Support team. In some cases, your report may qualify under our Refund Policy.

Reporting an Issue

If you encounter a problem during a ride, please notify us within 30 days of the ride's completion. All refund requests are reviewed at Vozi's sole discretion on a case-by-case basis.

Information Provided to Riders

As a rider, you have the right to decide whether to take a ride. To assist in making an informed decision, Vozi provides the following details prior to the ride:

• Vehicle and Driver Information: License plate, driver's name, and vehicle type.
• Pricing and Estimates: Upfront price and estimated time of arrival (ETA).

It is the rider's responsibility to verify the accuracy of the provided information and ensure it meets their expectations. By taking the ride, you agree to the terms of service and accept responsibility for the payment.

Eligibility for Full or Partial Refund

You may be eligible for a full or partial refund in the following situations:

• Pricing Errors: A fare or fee was charged in error, or a technical issue (e.g., eligible promotion not applying) affected the ride.
• Significant Price Discrepancy: The ride cost was significantly higher than the estimate shown in the app, not caused by added stops or a changed destination.
• Uncompleted Ride: The ride ended far from the requested destination without a reasonable explanation.
• Fraud Concerns: You or the intended rider did not take the ride.

Non-Eligibility for Refund

Refunds will not be granted in the following situations (including but not limited to):

• Vehicle Quality: Issues related to the condition or type of vehicle dispatched.
• Driver Quality: Concerns about a driver not meeting your expectations.
• User Errors: Errors made by the rider, such as requesting the wrong vehicle type.
• Uncontrollable Delays: On-ride delays or routing changes due to traffic, construction, or other uncontrollable events.
• Modified Ride Details: Changes to the ride, such as added stops or updated destinations, that affect the final cost.

Safety-Related Incidents

All safety-related concerns are handled by a specialized team and can be reported to us directly at talktous@vozi.in.

Submitting a Request

To request a refund or file a complaint:

• Contact our customer service team at talktous@vozi.in or through the app within 30 days of the issue.
• Provide accurate details about the incident.

If your request is approved, refunds will be processed as follows:

For online payments, refunds will be returned to the original payment method within 5 to 7 business days, depending on your bank.

Disclaimer

Providing false or inaccurate information during a dispute violates Vozi's policies and may result in denial of your request and/or deactivation of your account.