Refund & Cancellation Policy

Effective Date: 10/05/2025

This Refund & Cancellation Policy is applicable to all users of Loyal Safar services.

1. Booking Cancellation

  • Customer Initiated:

    • Free cancellation if cancelled within 2 minutes and no driver assigned.

    • ₹25 fee applies if cancelled after driver assignment.

  • Driver-Initiated Cancellations:

    • Driver cancellation without cause may lead to penalties or suspension.

2. Delivery Orders

  • Cancellations allowed before pickup only.

  • If delivery has started, no refund will be processed.

3. Rental/Long-Trip Services

  • Cancellations must be done 30 minutes prior to scheduled time.

  • Late cancellations (less than 30 minutes before) attract 25% deduction of total fare.

4. Refund Process

  • In case of system errors, failed services, or confirmed double charges, full refunds will be issued.

  • Refunds will be processed via original payment method within 5–7 business days.

  • Refunds will not be issued for complaints made after 24 hours of ride completion.

5. Non-Refundable Scenarios

  • Completed trips, including cases where users were dissatisfied but no safety or service breach occurred.

  • Promotions and coupon-based rides.

6. Rider or Driver Misconduct

  • In cases of misconduct, disputes will be reviewed by our support team. Refunds may be approved based on internal investigation.

7. Contact for Refunds

  • Email: info@loyalsafar.com

  • Customer Helpline: 07316981827

Complaints & Grievance Redressal Mechanism

We value feedback and take complaints seriously. If you face any issue with services or interactions on the platform, you may file a complaint using the following procedure:

1. Complaint Channels:

  • Email: info@loyalsafar.com

  • Phone: 07316981827 (10:00 AM to 6:00 PM, Monday to Saturday)

  • In-app “Support” section for registered users

2. Redressal Timeframe:

  • Acknowledgment: Within 48 hours

  • Resolution: Within 7 business days (may vary in complex issues)

3. Escalation Matrix: If not satisfied with the first resolution:

  • Level 2: nodalofficer@loyalsafar.com

  • Level 3: compliance@loyalsafar.com

We are committed to resolving grievances in a fair, transparent, and time-bound manner in accordance with the Consumer Protection Act, 2019 and IT Act, 2000.

Equal Employment Opportunity (EEO) & Anti-Discrimination Policy

Loyal Safar Private Limited is committed to being an equal opportunity employer and service provider. Discrimination on the basis of caste, religion, gender, sexual orientation, disability, marital status, or age is strictly prohibited.

1. Scope of EEO:

  • Applies to all driver-partners (bike, cab, delivery, mini truck, rental)

  • Applies to internal employees and staff

  • Applies to users on the platform in their interaction with drivers or staff

2. Prohibited Conduct:

  • Harassment or verbal abuse based on identity

  • Unequal opportunity in driver onboarding

  • Biased allocation of rides or delivery tasks

3. Redressal: Anyone facing or witnessing such discrimination can write to: info@loyalsafar.com

We comply with:

  • The Rights of Persons with Disabilities Act, 2016

  • The Transgender Persons (Protection of Rights) Act, 2019

  • Equal Remuneration Act, 1976

  • Indian Constitution Article 15 (Prohibition of discrimination)

Company Details:
Loyal Safar Private Limited
CIN: U63030WB2023PTC259883
Registered Address: Rampur, PO-Chaporeps, Chakulia, Goalpokhar - II, West Bengal, India - 733208
Email: info@loyalsafar.com | Phone: 07316981827
Website: www.loyalsafar.com

 

 

Loyal Safar