We endeavor to make every ride you book through our app ‘Locome’ goes without issue or any hassle but we also consider that sometimes uninvited things happen.

If the ride you booked with us, does not meet your expectations, we offer to share your feedback by rating your driver after the completion of the ride; and if you believe there was an error with the pricing or any other issue occurred while you were having a ride, you can report the same at our support handle. Considering which we may even give you upto 100% refund.

We desire to give a brief through examples to help you in expecting what can happen when you report an issue with us as to when a rider may be eligible to receive a full or partial refund of the price it paid. We strictly restrict the time limit to raise an issue on ride to 07 days. We also keep it to our sole discretion the criteria to evaluate the complaint/ issue raised on case to case basis.

At Locome, we share the tentative price for a ride as per the entries made by you before booking a ride after which we connect you to our independent driver partners sharing your location and necessary details about the ride you have offered to take. Hence, we work as a market place to connect you with the drivers. Once the driver accepts your offer to ride, we share necessary information regarding the driver and the vehicle at the app.

As a rider, it’s your responsibility to check the information provided is accurate and meets your expectations of quality. If you decide to take a trip, you are accepting the terms of service and are taking responsibility for the successful payment of that trip.

Instances for full or partial refund:-

Examples of when you may be eligible to receive a full or partial refund include:

  • A fare was charged in error or your trip experienced a technical issue, like an eligible promotional offer not applying or adjusted correctly
  • When final price for the trip was significantly higher than the estimated price which was shown to you in the app prior to booking, and it was not due to added stops or a change in destination or due to the circumstances which were beyond our control.
  • Your trip got completed at a point considerably far from the location you entered to be your drop spot or beyond the reasonable walking distance from your requested destination
  • You did not take the trip but got charged for the same because of any fraud or mechanical malfunctioning.

Instances where refund cannot be granted:

Hereunder are some examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:

  • An issue related to the vehicle quality or the type of vehicle dispatched for your trip.
  • An issue with a driver not meeting your quality expectations.
  • An issue that was caused by the user of the account wile booking the wrong type of vehicle.
  • An issue in regard to the delay caused by the circumstances and things which are beyond our control and due to uncontrollable events (e.g. traffic, construction).
  •  An issue in price change took place because of the changes made in the ride by the user itself (e.g. change in price due to adding or removing stops or updating your intended destination after your trip began)

Resolving Your Request

When you have an issue, you may submit a request for a refund or submit a general complaint about the ride by writing us at locomesip@gmail.com  or through app within 07 days of issue faced. If after enquiring on the issue raised by you, we reach to the conclusion that you are eligible, you should expect the refund at your original payment method within 7 business days, depending on your bank.

False Reporting

We take the grievances raised by our users very sincerely and investigate on the issue raised by them thoroughly. If one raises a false complaint by providing inaccurate information about the ride disputing amount, charges etc. to make unjust gains may result in your request being denied and/ or your account being deactivated.