Cancellation & refunds

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Cancelling a ride you booked

You can cancel from the ride screen at any time before it finishes. Cancelling within the grace window shown on screen when you book is free. Cancelling after that window, or after your driver has already arrived, may carry a cancellation fee — the exact amount is always shown to you before you confirm the cancellation, never charged silently.

When you are never charged

• If your driver cancels the ride.
• If Chale operations cancels the ride (for example, no driver could be found).
• If you cancel before the grace window ends.

Wallet top-ups

A wallet top-up is added to your balance immediately once payment succeeds. If a top-up is charged but never credited due to a payment error, it is refunded automatically to the original payment method within the timeframe your bank or payment provider allows — typically 5–7 business days. If it has not arrived after that, contact support@chale.in with your payment reference.

Disputing a fare

Every ride's full fare breakdown is available from Trips in the app. If you believe a fare is wrong, contact us with the ride's reference code — we review the trip's recorded route and timing against the rate card that applied and respond with either an explanation or a wallet credit for the difference.

Ambulance bookings

An ambulance ride follows the same cancellation rule as any other ride, but is never surge-priced — cost should never be a reason to hesitate in a medical emergency.

Contact

Questions about a specific charge or refund: support@chale.in।