Last updated: 5 May 2025

This Refund and Cancellation Policy explains our policies regarding cancellations, refunds, and the resolution of disputes related to bookings and services made through Naviget.

By using our Service, you agree to the terms set out in this Refund and Cancellation Policy.

Definitions

For the purposes of this Refund and Cancellation Policy:

• Company (referred to as ‘the Company’, ‘We’, ‘Us’, or ‘Our’) refers to StepZero Labs Private Limited, D G05, Pavani Sreshta, Silver Spring Layout, Munnekollal, EPIP, Bangalore.

• Service refers to the platform, applications, and services provided by Naviget, accessible from https://naviget.in.

• User, You, or Your means the individual accessing or using the Service, or the company or legal entity on behalf of which such individual is accessing or using the Service.

• Booking refers to the transportation services (e.g., autos, taxis, cabs, bikes) and other mobility solutions booked through the Naviget platform.

Cancellation Policy

User-Initiated Cancellations

• Users may cancel a booking via the Naviget app before the driver/partner accepts or reaches the pickup point.

• Cancellations made after driver acceptance or when the driver is en route may attract a cancellation fee, which will be transparently displayed before confirmation.

• Repeated cancellations may lead to temporary or permanent suspension of your account to maintain service reliability.

Driver/Partner-Initiated Cancellations

• In the event a driver/partner cancels the ride, Users will be notified immediately.

• Users will have the option to rebook another ride at no additional cost.

• We strive to minimize driver-initiated cancellations and take strict actions against partners with repeated cancellations.

Refund Policy

Refund Eligibility

• Refunds are applicable in the following situations:

  • You were charged incorrectly due to a technical glitch or error.

  • The service was not rendered despite successful payment.

  • The driver did not arrive for a confirmed booking and you were charged.

  • Any duplicate payments made due to technical issues.

Refund Process

• Refund requests must be raised via support@naviget.in or through the in-app support chat within 24 hours of the incident.

• Refunds, once approved, will be processed within 7-10 business days to the original payment method.

• Naviget reserves the right to decline refund requests if they are found to be fraudulent, malicious, or in violation of our terms of service.

Non-Refundable Charges

• Cancellation fees, waiting charges, and convenience fees are non-refundable unless otherwise decided on a case-by-case basis.

• Refunds are not applicable for delays caused due to traffic conditions, weather, or other unavoidable external factors.

Dispute Resolution

• For disputes regarding charges, Users can contact us at support@naviget.in with booking details.

• We will investigate the matter and resolve disputes in a fair and transparent manner.

• The Company’s decision on disputes will be final and binding.

Changes to This Refund and Cancellation Policy

We may update this policy from time to time. Users will be notified of significant changes via email and/or a prominent notice on our platform.

The latest version will always be available at https://naviget.in.

Contact Us

For any questions or concerns regarding this policy, please contact:

Email: support@naviget.in
Website: https://naviget.in