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TRIP TOLL – REFUND POLICY

Effective Date: [01/07/2026]

Trip Toll is committed to providing quality services to its customers, drivers, independent service partners and other users of the Trip Toll platform. We understand that there may be certain circumstances in which a refund or withdrawal may be applicable. This Refund Policy sets out the circumstances and conditions under which a refund or withdrawal may be requested and processed.

For the purpose of this Policy, “Trip Toll”, “TripToll”, “we”, “our” or “us” means Triptoll.Inventures Private Limited, including its Trip Toll platform, applications and authorised services.

1. REFUND ELIGIBILITY – CUSTOMER BOOKINGS

Booking Cancellation

Once you book a service and cancel the service request within 6 hours, you may be eligible to receive a 90% refund.

If you request cancellation before the process of initiating the service has commenced, you may be eligible for a 100% refund, subject to verification and applicable conditions.

If the customer does not provide the required confirmation within 6 hours, the customer may not be eligible to raise a refund request in respect of such booking.

2. DRIVER REGISTRATION AMOUNT & WALLET WITHDRAWAL

This section applies specifically to Drivers/Independent Service Partners registered on the TripToll Driver Application.

2.1 Enrolment Fee – Strictly Non-Refundable

Any Enrolment Fee charged for registering or enrolling as a Driver/Independent Service Partner on the TripToll Driver Application is strictly non-refundable.

The Enrolment Fee shall not become refundable merely because:

  • the Driver has remained registered for a particular period;
  • the Driver has remained online;
  • the Driver has not received an order;
  • the Driver chooses to stop using the TripToll Application; or
  • the Driver's account is voluntarily deactivated,

except to the extent that a refund is expressly required under applicable law.

For the avoidance of doubt, the 90-day refund provision stated below does not apply to the Enrolment Fee.

2.2 Registration Amount – 90-Day Refund Eligibility

The Registration Amount, where separately applicable and identifiable from the Enrolment Fee, may become eligible for refund only after completion of 90 days of qualifying online participation on the TripToll Driver Application.

A Driver may submit a refund request only where all of the following conditions are satisfied:

  1. The Driver has completed 90 qualifying days on the TripToll Application;
  2. The Driver has maintained an active Driver account during the applicable period;
  3. The Driver has remained reasonably available/online for order allocation during the applicable period;
  4. The Driver has maintained all required and valid documents;
  5. The Driver has complied with the applicable TripToll Terms & Conditions and policies; and
  6. No eligible order has been allocated to the Driver by TripToll during the applicable 90-day qualifying period.

Where all applicable conditions are satisfied, the Driver may submit a request for refund of the eligible Registration Amount.

Important

Completion of 90 days does not automatically create an entitlement to an immediate refund.

The Driver must submit a refund request, and the request shall be subject to verification of:

  • online/active status;
  • order allocation history;
  • account status;
  • document validity;
  • policy compliance;
  • fraud/abuse checks; and
  • any other information reasonably required by TripToll.

3. WALLET AMOUNT – WITHDRAWAL AFTER 90 DAYS

An eligible Wallet Amount/Wallet Balance may be withdrawn after completion of the applicable 90-day qualifying online period, subject to:

  • account verification;
  • valid and updated documents;
  • compliance with TripToll policies;
  • verification of the Wallet Amount;
  • adjustment of any legitimate outstanding dues, reversals, chargebacks or other applicable amounts; and
  • applicable banking/payment processing requirements.

The withdrawal of Wallet Amount is separate from and independent of the refund of the Registration Amount.

The Enrolment Fee shall not form part of the refundable/withdrawable Wallet Amount merely by reason of completion of 90 days.

4. MEANING OF “90 QUALIFYING DAYS”

For the purposes of this Policy, the 90-day period shall refer to the period during which the Driver maintains an active TripToll Driver account and reasonable online availability for receiving eligible orders.

The 90-day period shall not be interpreted as an unconditional guarantee that the Driver will receive an order or earn any particular amount.

Where a Driver remains offline for extended periods, voluntarily stops using the Application, fails to maintain reasonable online availability, or otherwise becomes ineligible for order allocation, such period may not be counted as qualifying online participation.

TripToll may rely upon its Application records, server logs, online-status records, order-allocation records and other reasonably reliable system records for determining the qualifying period and order allocation history.

5. NO GUARANTEE OF ORDERS OR EARNINGS

Registration with TripToll does not constitute or create any guarantee of:

  • a minimum number of orders;
  • minimum income;
  • fixed earnings;
  • daily, weekly or monthly bookings;
  • guaranteed business;
  • guaranteed revenue; or
  • any particular level of orders.

Order allocation may depend upon several factors, including but not limited to Driver availability, location, vehicle category, customer demand, operational requirements, service requirements, acceptance/cancellation behaviour, technical availability and other operational or commercial factors.

The 90-day Registration Amount refund provision is therefore a specific contractual refund mechanism subject to the conditions stated in this Policy, and shall not be interpreted as a guarantee of orders or earnings.

6. NON-REFUNDABLE / NON-WITHDRAWABLE SITUATIONS

Except where otherwise required by applicable law, a refund or withdrawal request may be rejected or withheld where:

  • the Driver has not completed the applicable 90 qualifying days;
  • the Driver received an eligible order during the applicable qualifying period;
  • the Driver's account was inactive for a material period;
  • the Driver was not reasonably available online for order allocation;
  • required documents were expired, invalid, incomplete or unverifiable;
  • the Driver violated TripToll policies or Terms & Conditions;
  • the Driver provided false, misleading or inaccurate information;
  • the account was involved in fraud, manipulation, abuse or other prohibited activity;
  • the Driver has outstanding legitimate dues or amounts payable to TripToll; or
  • the requested amount is not an eligible Registration Amount or eligible Wallet Amount under this Policy.

7. CUSTOMER NON-REFUNDABLE SITUATIONS

Refunds may not be available in the following circumstances:

  • Changes made to a booking after confirmation;
  • Failure of the customer to present themselves on the scheduled day;
  • Delays or changes caused by unforeseen circumstances such as natural disasters, accidents, force majeure events or circumstances beyond TripToll's reasonable control; and
  • Any other situation expressly identified as non-refundable under the applicable booking terms communicated to the customer.

8. REFUND / WITHDRAWAL PROCESS

To raise a refund or withdrawal request, please contact TripToll through the official channels:

Call & WhatsApp: 88-1800-3344
Email: helptriptoll@gmail.com

The applicant should provide all relevant information, including:

  • Booking/Registration number;
  • Registered mobile number;
  • Name and contact details;
  • Date of registration/payment;
  • Details of the amount for which refund/withdrawal is requested;
  • Brief description and genuine reason for the request; and
  • Any supporting documents or information reasonably required by TripToll.

For Driver Registration Amount refund requests, TripToll may verify the Driver's 90-day qualifying online period and order allocation history before approving the request.

9. PROCESSING TIME

A refund or withdrawal request will ordinarily be reviewed within a maximum of 5–7 business days, subject to the complexity of verification and availability of required information.

Once approved, the eligible refund/withdrawal amount will ordinarily be processed within an additional 3–4 business days, subject to banking, payment gateway and other financial institution processing timelines.

In cases requiring additional verification, TripToll may reasonably extend the processing time and communicate the status to the applicant.

10. FRAUD, MISUSE & VERIFICATION

TripToll reserves the right to verify any refund or withdrawal request before processing it.

Where TripToll reasonably suspects fraud, account manipulation, fake activity, misuse of the Application, manipulation of online status/GPS/order data, multiple or duplicate accounts, false documentation, abuse of the refund mechanism or any other prohibited activity, TripToll may suspend the processing of the request pending investigation.

Nothing in this clause shall be interpreted as permitting TripToll to withhold any amount where such withholding is prohibited by applicable law.

11. CHARGEBACKS AND DUPLICATE CLAIMS

A customer or Driver should first raise a refund/withdrawal request through the official TripToll refund process.

Where the same amount is simultaneously claimed through a refund request, payment-gateway chargeback/dispute, bank dispute or any other recovery mechanism, TripToll may provide relevant transaction and policy records to the concerned payment gateway, bank or competent authority and may take appropriate steps to prevent duplicate recovery, subject to applicable law.

12. NO WAIVER OF STATUTORY RIGHTS

Nothing contained in this Refund Policy is intended to exclude, restrict or waive any right, remedy, protection or liability that cannot lawfully be excluded or restricted under applicable Indian law.

If any provision of this Policy is found to be invalid, unlawful or unenforceable by a competent authority, the remaining provisions shall continue to remain effective to the maximum extent permitted by law.

13. ELECTRONIC ACCEPTANCE & RECORDS

Where this Policy or the applicable Driver Terms & Conditions are presented electronically, the Driver/User may be required to confirm acceptance by selecting “I Agree”, “I Agree & Continue”, or an equivalent electronic acceptance mechanism.

TripToll may maintain records of such acceptance, including the applicable version of the Policy/Terms, date and time of acceptance, account details and relevant electronic records, subject to applicable law and its Privacy Policy.

Electronic contracts and electronic records can have legal recognition under the Information Technology Act, 2000, including Section 10A concerning contracts formed through electronic means.

14. CHANGES TO THIS REFUND POLICY

Trip Toll reserves the right to modify, revise, update or amend this Refund Policy from time to time.

Any revised version will be published on the official TripToll website.

Where required by applicable law, appropriate notice of material changes will be provided.

The revised Policy shall apply from its stated Effective Date and shall not automatically alter rights or obligations that have already accrued under an earlier applicable version, except to the extent permitted or required by applicable law.

Continued use of the TripToll platform after the revised Policy becomes effective may constitute acceptance of the revised Policy where legally permissible.