Glyde Rideshare Mobility Pvt Ltd Last updated: [DATE]
This policy explains when money can be returned to you, and how. It forms part of the User Agreement.
1. What you pay for
1.1 Rides are paid for from your prepaid Glyde Wallet balance. You add money to the Wallet in advance; ride fares are deducted from it when a ride ends.
1.2 The fare for a ride is an unlock fee, plus a charge for the distance ridden, plus a charge for the time taken. The rates in force are shown in the app before you start a ride.
1.3 You need a minimum balance in your Wallet to begin a ride. That minimum is a spending threshold, not a deposit — it remains your money and is refundable under clause 3.
2. Cancelling a ride
2.1 A ride begins when the vehicle is unlocked. Once unlocked, the unlock fee has been incurred and is not refundable.
2.2 If a vehicle fails to unlock, or is unsafe or unusable when you reach it, end the ride in the app and contact support. Where a ride could not be taken because of a fault on our side, the fare is refunded to your Wallet.
2.3 You may end a ride at any time. You are charged for the time ridden up to the point the ride ends.
3. Refunding your Wallet balance
3.1 You may request a refund of your Wallet balance at any time from the app.
3.2 Refunds are returned to the original payment method used to add the money. Where your balance was funded by more than one payment, a refund is split across those original payments, most recent first. Refunds cannot be paid to a different method, to a different person, or as cash.
3.3 Payments made more than 180 days ago may no longer be reversible through our payment provider. Where part of your balance was funded by a payment older than that, we will tell you which part cannot be returned automatically and how to proceed.
3.4 Refunds are normally initiated immediately. The time for the money to appear depends on your bank or payment provider and is typically 5–7 working days.
3.5 Promotional credit, cashback and ride credit granted by Glyde are not money you have paid and are not refundable. They are held separately from your own balance and may carry an expiry.
3.6 An amount reserved in connection with an unresolved parking verification cannot be refunded while it remains reserved. It is released, and becomes refundable, once parking is confirmed. See User Agreement §7.
3.7 Any amount you owe Glyde is settled from your balance before a refund is paid.
4. Closing your account
4.1 You may close your account from within the app or by contacting support.
4.2 Before an account can be closed, any ride in progress must be ended and any remaining Wallet balance must be refunded to you under clause 3. We will not close an account while money is still held in it.
4.3 Closing your account does not cancel amounts you already owe.
5. Incorrect charges
5.1 If you believe you have been charged incorrectly, contact support within 30 days of the charge, with the ride details.
5.2 We will review the ride record, and where a charge was wrong we will refund the difference to your Wallet or to your original payment method.
5.3 If you are not satisfied with the outcome, our grievance process is set out in the Grievance Redressal page, which includes the officer to contact and the timelines we work to.
6. Parking penalties
6.1 A parking penalty is charged in the circumstances set out in User Agreement §7. It is not a ride fare and it is not refundable simply because you disagree with it.
6.2 You may dispute a penalty within 30 days of it being charged, by contacting support. We will review the photograph and the associated location data. Where the dispute is upheld, the penalty is refunded to your Wallet.
6.3 No penalty is charged on the basis of an automated check alone. Where the evidence is unclear, a person reviews the case first.
7. Contact
Email: vignesh@rideglyde.in · Phone: [SUPPORT PHONE, HOURS]
Glyde Rideshare Mobility Pvt Ltd ELBE BLDG THARWANIREALITY, RIVEDALE PHS. 2 F NO. 702, Kalyan City, Kalyan, Thane 421301, Maharashtra, India