Cancellation & Refund Policy.

Plans change — we get it. This policy explains how Passengers and Drivers can cancel bookings and rides on Triply, and when money is refunded. It forms part of our Terms & Conditions.

• More than 1 hour before departure: cancel free of charge. If you paid online, the full seat price is refunded.
• Within 1 hour of departure: you can still cancel to free the seat, but the seat price is not refundable, because the Driver has kept that seat for you.
• No-show: if you don’t turn up at the pick-up point and haven’t cancelled, the booking is treated as used and is not refundable.
• Pending requests: you can withdraw a booking request (“Cancel request”) at any time before the Driver approves it, at no cost.

Drivers should cancel only when truly necessary and as early as possible, so Passengers can find another ride.

• If a Driver cancels a ride, every Passenger with a confirmed booking receives a full refund of anything paid online and is notified immediately.
• If a Driver changes the date, time or pick-up point after you booked and it no longer works for you, you can cancel for a full refund.
• Late or repeated cancellations by Drivers affect their reliability, may be shown on their profile and can lead to penalties, restrictions or suspension.

We may cancel a ride or booking if we detect a safety risk, fraud, a breach of our Terms, or if a Driver’s verification is withdrawn. When Triply cancels a ride, all affected Passengers receive a full refund of amounts paid online, and the Driver may be penalised automatically.

1. 1Open the Triply app and go to Your Rides.
2. 2Select the booking (Passengers) or the published ride (Drivers).
3. 3Tap Cancel and choose a reason. You can add more detail under “Could you tell us a bit more?”.
4. 4Confirm. You and your co-travellers are notified straight away.

A reason is required for every cancellation — it helps us keep the community reliable. The reasons available in the app are:

• Online payments made through the Triply app are refunded by Triply, according to this policy, to the original payment method.
• Pay in the car (cash or UPI paid directly to the Driver) is settled between the Passenger and the Driver. Because Triply does not receive this money, we cannot refund it directly — but if you face a problem, contact us and we will help mediate and may act against the Driver’s account.
• Passengers should never pay more than the seat price shown in the app, or pay before meeting the Driver for pay-in-the-car rides.

• Paid driver plans (Monthly, Quarterly, Yearly) are digital services that activate immediately, so they are generally non-refundable once active.
• You will receive a full refund if you were charged twice, charged for a plan that never activated, or charged due to a technical error.
• If Triply suspends your account for reasons other than a breach of our Terms, we will refund the unused portion of your plan on a pro-rata basis.
• Plans do not renew automatically unless clearly agreed at purchase, so there is nothing to cancel to avoid future charges.

To request a plan refund, write to support@triply.app within 7 days of the charge with your registered phone number and the payment reference.

• Eligible refunds are initiated automatically within 2 business days of the cancellation or approval of your request.
• Once initiated, money normally reaches your original payment method within 5–7 business days, depending on your bank or UPI provider.
• You will receive an in-app notification and email when your refund is initiated. Past payments and refunds are listed under Profile → Payments & refunds.

If you believe a cancellation was handled unfairly — for example, a Driver did not turn up or asked you to cancel — report it within 7 days through Get Support in the app or at support@triply.app. Our team will review the ride history, messages and both sides’ accounts and decide on a refund. You can also escalate unresolved complaints to our Grievance Officer at grievance@triply.app.