Cancellation & Refund Policy
Last updated: 12/3/2026
At Pony Cabs, we understand that plans change. This policy explains how cancellations work and when refunds may apply.
1. How to Cancel a Booking
To cancel a booking, please contact us as soon as possible:
- Phone: Call our 24/7 helpline at +91 89686 12709
- WhatsApp: Send a message with your booking ID and cancellation request
- Email: Write to info@ponycabs.com with your booking details
Please provide your booking ID and the phone number or email used at the time of booking so we can process your request quickly.
2. Cancellation Timeframes
| When you cancel | Cancellation fee |
|---|---|
| More than 2 hours before pickup | No fee |
| Between 1–2 hours before pickup | Up to 10% of estimated fare |
| Less than 1 hour before pickup | Up to 25% of estimated fare |
| No-show (driver arrives, customer doesn’t) | As per partner policy (typically 50–100%) |
* Exact charges may vary by partner. We will inform you of any applicable fee at the time of cancellation when possible.
3. Refunds
- If you paid in advance and cancel within the free cancellation window, we will process a full refund to your original payment method within 5–7 business days.
- If a cancellation fee applies, we will deduct it and refund the remaining amount.
- For cash payments or pay-at-ride bookings, no refund is applicable; cancellation fees (if any) may be collected on the next booking or as agreed.
- Refunds for rides cancelled by us (e.g. driver unavailability, force majeure) will be processed in full where payment was already made.
4. Rescheduling
If you need to change the date or time of your ride, please contact us at least 2 hours before the scheduled pickup. We will try to accommodate rescheduling subject to driver availability. Rescheduling may result in a revised fare if the route or time changes significantly.
5. Airport Pickups – Flight Delays
For airport pickups, we track your flight. If your flight is delayed, we adjust the pickup time and do not charge extra for reasonable delays. If you cancel after a long delay, standard cancellation terms apply based on when you inform us.
6. Disputes
If you believe a cancellation fee or refund was applied incorrectly, contact us at info@ponycabs.com with your booking ID and details. We will review and respond within 3–5 business days.
7. Contact Us
For cancellation or refund requests:
- Email: info@ponycabs.com
- Phone: +91 89686 12709 (24/7)
- WhatsApp: Available 24/7