1. Scope
This policy covers seat requests, driver cancellations, changes to planned journeys and contributions between UpDown users. Read it with the Terms of Use. The current App does not include a wallet, payment checkout or automated refund service.
2. Cancelling a request or ride
If your plans change, cancel the relevant request or journey using the controls available in the App and inform affected travellers promptly. A pending request does not reserve a confirmed seat. After acceptance, give as much notice as reasonably possible so the other person can make another plan.
Drivers cancelling a journey should notify accepted passengers and stop offering seats on that journey. Riders should release seats they no longer need. Repeated misleading listings, avoidable no-shows or deliberately disruptive cancellations may be reviewed under the Community Guidelines.
3. Material changes and safety
Discuss a significant delay, vehicle change, revised pickup, additional passengers, route change or revised contribution before departure. A traveller can decline the changed arrangement. No one should be pressured to accept a higher contribution or continue a journey that feels unsafe.
If someone does not arrive, attempt a reasonable message through the agreed coordination channel and explain your next step. UpDown does not impose a universal waiting period. Do not drive unsafely or stop unlawfully while waiting.
4. Contributions, charges and refunds
Review the listed split fare and agree on the contribution and settlement method before travelling. The current service has no published platform cancellation fee or automated cancellation penalty. A person must not invent a fee and present it as an UpDown charge.
Money sent directly to a driver or rider is outside an UpDown checkout. UpDown cannot automatically reverse, hold or guarantee recovery of that transfer. If a journey is cancelled, not delivered or materially different from what was agreed, promptly discuss any advance contribution or disputed amount with the recipient. Applicable law and the actual agreement govern any refund entitlement; this policy does not waive those rights.
Do not share an OTP, UPI PIN or banking password. Do not make an additional payment merely to receive a promised refund. Contact your payment provider promptly about suspected fraud or an unauthorised payment.
5. Reporting a dispute
Use Contact to report misleading listings, pressure, no-shows or payment-related misconduct. Include the ride date, request reference if available, a concise description, relevant messages and redacted payment evidence where necessary. Avoid sending unrelated bank statements or identity documents.
UpDown can review conduct and available platform records, but does not promise a particular recovery or outcome. For immediate danger in India, call 112. Legal rights and available complaints to competent authorities remain unaffected.
6. Future payment features
If UpDown introduces a checkout, fees, cancellation charges or automated refunds, the applicable amounts, conditions, provider and timelines must be disclosed before the transaction. This policy will be updated for those features.