At Desi Express, we aim to provide a transparent and convenient cancellation and refund experience.
Ride Cancellation
A ride may be cancelled before or after driver assignment, subject to the applicable cancellation conditions. Where a cancellation charge is applicable, the amount may be deducted from the payment made for the booking.
Food Order Cancellation
Food orders may be cancelled subject to the order status and preparation stage. Once an order has entered preparation or has been dispatched, cancellation may not always be possible.
Parcel Cancellation
Parcel bookings may be cancelled subject to the status of the pickup/delivery process. Once the parcel has been picked up or the delivery process has substantially commenced, cancellation may be subject to applicable conditions.
Refund Eligibility
Duplicate payment
Failed transaction where the amount was debited
Eligible cancelled booking/order
Service not provided due to an issue attributable to the platform
Incorrect or excess payment
Other cases approved by Desi Express
Refund Process
Once a refund is approved, the refund will be processed to the original mode of payment used for the transaction.
Refund Timeline: Eligible refunds will be automatically processed within 1 day to 7 working days. In certain cases, the refund may take a minimum of 48 hours to be reflected, depending on the payment gateway and banking process.
UPI → UPI
Card → Same Card
Net Banking → Same Bank Account
Wallet → Original Wallet
Important Refund Note: Once an eligible refund is initiated, it will be processed automatically to the original payment method. No separate manual refund request is required for an automatically triggered refund.
Non-Refundable Situations
User misconduct or misuse
Incorrect information provided by the user
Services already substantially completed
Unauthorized activities
Items/orders/services that are not eligible for cancellation or refund under the applicable conditions
How to Request a Refund
For refund-related assistance, contact: 1800 2021 560 or desiexpress.org@gmail.com. Please mention your Order/Booking ID, registered mobile number and reason for requesting the refund.
Important
All refund requests will be reviewed based on the applicable service status, transaction details and cancellation conditions.
Desi Express reserves the right to review and determine refund eligibility in accordance with the applicable policy and circumstances.