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RoyalVally

Refund Policy

Fair and Transparent Refund Guidelines for RoyalVally Services

Last updated: September 19, 2024

1. Refund Commitment

At RoyalVally, we are committed to providing excellent service across Jammu & Kashmir. If our service doesn't meet your expectations or if circumstances beyond your control affect your ride, we offer fair and prompt refunds according to this policy.

Our refund policy is designed to be transparent, customer-friendly, and fair to both customers and our driver partners throughout the Kashmir region.

2. Eligible Refund Scenarios

2.1 Service-Related Issues

100% Refund Eligible:

  • Driver doesn't arrive at pickup location
  • Vehicle breakdown during the ride
  • Service cancelled by RoyalVally
  • Wrong vehicle type provided
  • Driver behavior issues (verified complaints)

2.2 Weather-Related Cancellations

Full Refund Scenarios:

  • Heavy snowfall preventing travel
  • Landslides blocking routes
  • Government-imposed travel restrictions
  • Extreme weather conditions (official advisories)
  • Road closures due to natural disasters

2.3 Payment-Related Issues

Refund Eligible:

  • Double charging or billing errors
  • Incorrect fare calculation
  • Payment processing failures
  • Unauthorized charges

2.4 Tourist Package Cancellations

Special Conditions:

  • 24+ hours notice: 100% refund
  • 12-24 hours notice: 75% refund
  • 6-12 hours notice: 50% refund
  • Less than 6 hours: 25% refund
  • Weather cancellations: 100% refund

3. Non-Refundable Scenarios

No Refund Applicable:

  • Customer cancellation after driver arrival
  • Customer no-show at pickup location
  • Change of mind after ride completion
  • Route changes requested by customer
  • Additional stops not mentioned initially
  • Cancellation within 30 minutes of pickup (regular rides)
  • Rides completed successfully
  • Waiting time charges (legitimate delays)

4. Refund Timeline by Payment Method

🏦 Digital Payments

  • UPI (PhonePe, GPay, Paytm): 1-3 business days
  • Credit/Debit Cards: 5-7 business days
  • Net Banking: 3-5 business days
  • Digital Wallets: 1-2 business days

💰 Cash Payments

  • Cash Refund: Immediate (if driver available)
  • Bank Transfer: 2-3 business days
  • UPI Transfer: Within 24 hours
  • Next Ride Credit: Immediate

5. Refund Request Process

5.1 How to Request a Refund

  1. Contact Customer Support:
    • Call: +91-7780907421
    • WhatsApp: +91-7780907421
    • Email: support@royalvally.com
  2. Provide Required Information:
    • Booking reference number
    • Date and time of ride
    • Pickup and drop-off locations
    • Driver name and vehicle details
    • Reason for refund request
  3. Submit Supporting Evidence:
    • Screenshots of booking confirmation
    • Photos/videos (if applicable)
    • Payment receipt or transaction ID
  4. Await Review:
    • Initial response within 2 hours
    • Investigation completed within 24 hours
    • Refund processed within specified timeline

5.2 Required Documentation

  • Booking confirmation or reference number
  • Payment proof (receipt, transaction screenshot)
  • Photo ID for verification
  • Incident report (for service issues)
  • Weather reports (for weather-related cancellations)

6. Processing Timeline

⚡

Emergency Cases

Vehicle breakdown, safety issues

Within 2 Hours

🔍

Standard Cases

Service issues, billing errors

Within 24 Hours

📋

Complex Cases

Disputes, investigations required

2-3 Business Days

7. Partial Refunds

In certain situations, partial refunds may be applicable:

  • Ride completed with delays: 25-50% refund based on delay duration
  • Route deviations: Refund for additional distance/time charges
  • Service downgrades: Difference in fare between vehicle types
  • Incomplete tourist packages: Pro-rated refund for unused services
  • Early trip termination: Refund for remaining distance

8. Dispute Resolution

8.1 Internal Resolution

  • First-level review by customer support team
  • Escalation to senior management if needed
  • Investigation with driver and relevant parties
  • Final decision within 48 hours

8.2 External Resolution

  • Consumer forum complaints (if internal resolution fails)
  • Local transport authority mediation
  • Legal recourse as per Indian consumer protection laws

9. Special Considerations for Kashmir

9.1 Weather-Related Policies

  • Monsoon season: Flexible cancellation for heavy rains
  • Winter conditions: Free cancellation for snow/ice safety
  • Mountain routes: Weather-based route change accommodations
  • Tourist season: Advanced booking protection policies

9.2 Regional Considerations

  • Security situation impact on travel plans
  • Festival and holiday period adjustments
  • Remote area connectivity issues
  • Cross-border area travel restrictions

10. Contact Information

RoyalVally Refund Support

Refund Hotline: +91-7780907421

WhatsApp Support: +91-7780907421

Email: refunds@royalvally.com

Emergency Line: +91-7780907421

Response Time: Within 2 hours

Resolution Time: 24-48 hours

Available: 24/7 for emergencies

Languages: Hindi, Urdu, Kashmiri, English

11. Policy Updates

This refund policy may be updated periodically to reflect changes in services, regulations, or customer feedback. Updates will be communicated through:

  • Website notifications
  • SMS alerts to registered customers
  • Email updates (where applicable)
  • Customer service communications

RoyalVally is committed to fair and transparent refund practices. We value your trust and strive to resolve all refund requests promptly and fairly.

For any refund-related queries, contact us at +91-7780907421