Fair Billing & Cancellations

Refund & Cancellation Policy

Clear rules on ride cancellations, upfront fare protection, and resolving duplicate UPI or trip fare discrepancies.

Effective Date & Last Updated: November 5, 2026

Upfront Fare Transparency

At Zaxi by CoderXpoint, every Bike, Auto, Cab, and Parcel trip displays a clear, distance-and-time calculated fare before you confirm your booking. We do not apply artificial 2x or 3x surge gouging multipliers.

Because payments are settled directly between the Rider and Captain via UPI or cash at the end of the ride, you never have money locked up in a pre-paid aggregator wallet.

Rider Cancellation Policy

We understand plans can change. Riders can cancel a booking directly from the Zaxi Rider App under the following fair guidelines:

Free Cancellation Window: You may cancel a ride free of charge before a Captain accepts the request, or within 2 minutes of Captain assignment.
Free Cancellation for Captain Delay: If the assigned Captain is not moving toward your pickup point or is delayed significantly beyond the estimated arrival time, you may cancel without any penalty.
Repeated Late Cancellations: Repeatedly cancelling trips after a Captain has already arrived at your doorstep pickup location may temporarily restrict instant booking privileges to protect Captain fuel and time.

Captain Cancellation & Accountability

Zaxi shows Captains the exact pickup location, drop destination, and full direct earnings upfront before they accept a request. This eliminates the root cause of driver cancellations.

If a Captain cancels an accepted trip due to a vehicle breakdown or emergency, the Zaxi dispatch engine immediately prioritizes matching you with the next closest verified Captain at the same transparent fare.

Duplicate UPI Payments & Fare Adjustments

Since Riders pay Captains directly via UPI or cash upon trip completion, any accidental duplicate UPI transfer or overpayment should be flagged immediately:

Accidental Double UPI Scan: If your UPI app processes a payment twice due to banking network latency, report the UPI Reference ID (UTR) in the Zaxi Support section or email info@coderxpoint.com within 48 hours.
Route Deviation Review: If an incomplete trip was ended early due to a vehicle issue, our support desk recalculates the exact distance travelled and coordinates direct settlement adjustment with the Captain.
Resolution Timeline: Verified payment disputes and Captain settlement reconciliations are reviewed within 24 hours and resolved within 3 to 5 business days.

How to Request a Fare Review

To request a fare audit or report a billing discrepancy, email info@coderxpoint.com with your registered mobile number, Trip ID, date of travel, and UPI transaction screenshot (if applicable). Our Noida support team will assist you promptly.