Last updated: 27 September 2026
This policy applies to rides booked through the Rydmitra app, operated by Acute Market Insights Private Limited ("Rydmitra", "we", "us").
1. Cancelling a ride (customers)
- Free while we are still looking for a captain.
- Free within the free cancellation window after a captain accepts your ride (shown per vehicle on our Fares page, usually a few minutes).
- A cancellation fee applies if you cancel after that window, or after the captain has arrived at the pickup point. The fee for each vehicle type is listed on the Fares page. It compensates the captain for the time and distance travelled to reach you.
- The cancellation fee is charged to your Rydmitra wallet. If the wallet balance is not enough, the amount is added to the fare of your next ride.
- You cannot cancel a ride once the trip has started.
2. Cancellations by the captain or by Rydmitra
If the captain cancels, or we cancel a ride (for example, no captain is available, a safety concern or a technical problem), you are not charged anything.
3. Refunds
- Overcharged or charged wrongly? Raise a ticket in the app under Help & Support for that ride, or write to support@rydmitra.com, within 7 days of the ride. We review every request and reply within 3 working days.
- Approved refunds are credited to your Rydmitra wallet immediately. If you paid online (UPI, card or net banking), you can instead ask for the refund to the original payment method; it is initiated within 3 working days and reaches your account in 5–7 working days, depending on your bank.
- Cash rides: approved refunds are credited to your Rydmitra wallet.
- Money added to the wallet is used for rides on Rydmitra. Unused wallet balance added by online payment can be refunded to the original payment method on request, if your account has no dues.
- Promotional or bonus credits are not refundable or transferable.
4. Failed or duplicate payments
If money was deducted but the payment failed, or you were charged twice, the amount is refunded automatically to the original payment method, usually within 5–7 working days. If it has not reached you by then, contact us with the payment reference.
5. Contact
Acute Market Insights Private Limited, 1, Anand Chowk, Nr. Ashokbhai Vado, Dwarka, Gujarat, India - 361335
Email: support@rydmitra.com · Phone: +91-00000-00000