Fair & Transparent Refunds

1. Introduction

This Refund Policy explains the circumstances under which AIKO Technologies ("we," "our," or "us"), the operator of Aero, will provide refunds for ride-hailing services. Our policy is designed to be fair to both riders and driver partners.

2. Refund Eligibility

2.1 Automatic Refunds

You are eligible for an automatic full refund in the following situations:

• Driver Cancellation: When a driver cancels your confirmed ride
• No Driver Found: When we cannot find a driver for your ride within reasonable time
• Technical Failure: When technical issues prevent ride completion
• Safety Concerns: When a ride is canceled due to safety issues
• Duplicate Charges: When you are charged multiple times for the same ride
• Service Unavailable: When our service is not available in your location

2.2 Conditional Refunds

You may be eligible for a partial or full refund after review in these situations:

• Incomplete Trip: When your ride is not completed due to circumstances beyond your control
• Route Deviation: When the driver significantly deviates from the agreed route without justification
• Vehicle Issues: When the ride cannot be completed due to vehicle breakdown or malfunction
• Driver Misconduct: When driver behavior violates our community guidelines
• Fare Dispute: When you believe you have been overcharged
• Service Quality Issues: When the service provided falls significantly below expected standards

2.3 No Refund Situations

Refunds are generally not provided in the following circumstances:

• Rider Cancellation: When you cancel after the free cancellation period (2 minutes)
• No-Show: When you fail to appear at the pickup location within the waiting time
• Completed Trip: For rides that are successfully completed as requested
• Traffic Delays: Additional time charges due to traffic conditions or route changes at your request
• Waiting Time: Charges incurred while the driver waits at your pickup location
• Toll/Parking Fees: Legitimate additional charges for tolls or parking
• Change of Mind: When you change your destination or requirements after the trip begins

3. Refund Process

3.1 How to Request a Refund

To request a refund, you can:

• In-App: Use the "Report Issue" feature in your trip history
• Phone: Call our support team at +91 9073 1111 50
• Email: Contact support@aero.co.in (to be activated)
• Website: Submit a refund request through our support portal

3.2 Required Information

When requesting a refund, please provide:

• Trip ID or booking reference number
• Date and time of the ride
• Pickup and destination locations
• Driver details (if available)
• Detailed description of the issue
• Supporting evidence (photos, screenshots, etc.) if applicable

3.3 Review Process

Our refund review process includes:

1. Initial Review: We acknowledge your request within 24 hours
2. Investigation: We review trip data, GPS records, and other relevant information
3. Driver Consultation: We may contact the driver for their account of events
4. Decision: We make a decision based on our policy and investigation findings
5. Communication: We inform you of the decision and next steps

4. Refund Processing Times

4.1 Digital Payments

• UPI: 1-3 business days
• Debit Cards: 3-7 business days
• Credit Cards: 5-10 business days
• Digital Wallets: 1-3 business days
• Net Banking: 3-5 business days

4.2 Cash Payments

• Wallet Credit: Instant credit to your Aero wallet
• Bank Transfer: 3-5 business days (bank details required)
• Next Ride Credit: Applied automatically to your next trip

5. Partial Refunds

In certain situations, we may provide partial refunds:

• Incomplete Trip: Refund for the uncompleted portion of the journey
• Service Issues: Partial refund based on the severity of the problem
• Overcharging: Refund of the excess amount charged
• Quality Issues: Compensation based on the impact on your experience

6. Dispute Resolution

6.1 Internal Appeals

If you disagree with a refund decision, you can:

• Appeal the decision within 30 days
• Provide additional evidence or information
• Request escalation to a senior support specialist
• Seek review by our customer advocacy team

6.2 External Resolution

If internal resolution is not satisfactory, you may:

• Contact our Grievance Officer at grievances@aero.co.in (to be activated)
• File a complaint with consumer protection authorities
• Pursue resolution through consumer courts
• Seek arbitration as outlined in our Terms of Service

7. Fraudulent Claims

We take fraudulent refund claims seriously. Actions that may result in account suspension include:

• Making false claims about trip completion
• Providing fabricated evidence
• Attempting to obtain refunds for legitimate charges
• Repeatedly filing unsubstantiated claims
• Colluding with drivers to manipulate the refund system

8. Special Circumstances

8.1 Force Majeure Events

During extraordinary circumstances such as natural disasters, civil unrest, or government-mandated restrictions, special refund policies may apply. We will communicate any changes through our app and website.

8.2 Promotional Rides

Rides booked using promotional codes, vouchers, or credits may have different refund terms:

• Free ride vouchers are typically non-refundable
• Discount codes may limit refund amounts
• Corporate account rides may have special refund procedures
• Gift card purchases are generally non-refundable

9. Driver Partner Refunds

Driver partners may receive compensation when:

• Rides are canceled after they arrive at pickup location
• Riders fail to show up within the waiting period
• Rides are canceled due to technical issues on our platform
• False safety reports result in unjustified ride cancellations

10. Changes to This Policy

We may update this Refund Policy to reflect changes in our services or legal requirements. Changes will be communicated through:

• In-app notifications
• Email communications
• Website updates
• Push notifications for significant changes

11. Contact Information

For refund requests or questions about this policy:

• Phone: +91 9073 1111 50 (24/7 support)
• Email: support@aero.co.in (to be activated)
• Refund Team: refunds@aero.co.in (to be activated)
• Address: AIKO Technologies, 371,GN BLOCK,7TH FLOOR ASSYST PARK, SEC-V Sech Bhawan North 24 Parganas West Bengal India 700091
• Response Time: 24 hours for acknowledgment, 3-5 business days for resolution