Cancellation & Service Level Policy

1. Customer Cancellation Rules

We understand roadside plans change or another solution may be found. Customers can cancel requests at any time via the Customer Dashboard:

• Free Cancellation (Within 5 Mins): 100% free cancellation if requested within 5 minutes of booking creation or before mechanic dispatches.
• Post-Dispatch Cancellation: If cancelled after the mechanic has travelled more than 3 km, a minor visiting fee allowance (₹50-₹99) is deducted to cover mechanic travel fuel costs.
• On-Site Cancellation: If cancelled after the mechanic arrives at the location, visiting base fee is payable.

2. Mechanic Cancellation & Non-Performance Policy

Patrol mechanics are strictly monitored for dispatch compliance. If a mechanic cancels an accepted job without valid cause or fails to move toward the breakdown spot:

• The system automatically re-dispatches the next closest available mechanic immediately.
• The customer receives 100% refund of any authorized Escrow funds.
• The defaulting mechanic is penalized on their reliability score and subject to temporary account suspension.

3. ETA Guarantee & Weather/Traffic Exceptions

Our dispatch engine provides real-time ETA estimates. While we aim for under 25-minute arrival across cities, delays due to severe highway congestion, extreme weather conditions, or road blockages will be communicated via live SMS updates.

4. How to Cancel a Request

To cancel an active request, go to Track Booking on your Customer Dashboard and click Cancel Assistance Request, or call our 24×7 Emergency Control Desk at 1800-102-7224.