Refund and Cancellation Policy

Vaya Mobility Private Limited · Last updated 31 October 2026

Effective date: [EFFECTIVE DATE]

This policy explains cancellations and refunds for payments made through Fleito, a product of Vaya Mobility Private Limited ("Vaya", "we", "us"), registered office [REGISTERED OFFICE ADDRESS].

Fleito is software. We do not ship physical goods. Operators get access to the Fleito console once their account is set up, and riders get access to the Fleito Rider app as soon as they sign in.

1. Operators: Fleito subscription fees

• Subscription fees, billing cycle and what is included are set out in your plan and your subscription agreement with Vaya. [SUBSCRIPTION PRICING AND TERMS]
• Cancellation: you can cancel by writing to [email protected]. Cancellation takes effect [CANCELLATION EFFECTIVE POINT - e.g. at the end of the current billing period], and you keep access until then.
• Refunds: [SUBSCRIPTION REFUND RULE - e.g. fees already paid for a started billing period are not refunded, except where we fail to provide the service or charge you in error].
• If we charge you in error, we refund the wrong amount in full.

2. Riders: rent and charges

Your rent, security deposit and charges (such as damage, maintenance or battery swaps past your plan's daily limit) are set by your operator under your rental agreement. Fleito records them and lets you pay them.

• Rent builds up for each day you have a vehicle, including any days the operator charges during a pause. Rent paid for days you have already had the vehicle is not refundable.
• Rent paid in advance for days after your rental ends is returned to you when you leave, after any dues are settled (see section 3).
• Charges you disagree with can be disputed (see section 5). If a charge is waived, it is removed from what you owe or returned to you.

3. Riders: security deposit refunds when you leave

When you leave your operator (deboarding), a deposit refund is raised automatically.

• Your operator works out the refund: your deposit, minus any unpaid rent, damage or other charges, plus any rent you paid in advance that was not used.
• Your operator approves the refund or, if it rejects it, must give a reason.
• If you paid the deposit online, the refund goes back to the original payment method through our payment partner.
• If you paid the deposit in cash, your operator refunds you directly and records it in Fleito.

Refunds are approved within [DEPOSIT REFUND APPROVAL TIMELINE] of deboarding. After approval, an online refund usually reaches your account within [GATEWAY REFUND TIMELINE - typically 5 to 7 working days], depending on your bank.

You can see the refund and any deductions in your transaction list in the app.

4. Failed, duplicate or excess payments

• Money debited but payment failed: if your bank account was debited but the payment did not complete, it is usually reversed automatically by your bank or the payment partner under the Reserve Bank of India's turnaround time rules. If it is not back within [FAILED PAYMENT REVERSAL TIMELINE], write to us with the transaction reference.
• Duplicate payment: if you are charged twice for the same amount, the extra payment is refunded to the original payment method, or with your agreement kept as credit against your next rent.
• Paid more than you owed: the extra is kept as credit against future rent and returned when you leave, unless you ask for a refund sooner.

Refunds for these cases go back to the original payment method and usually arrive within [GATEWAY REFUND TIMELINE - typically 5 to 7 working days].

5. How to raise a dispute

• Extra battery swap charge: open the charge in the app and dispute it (for example, if your battery was faulty). Your operator reviews it and either waives or rejects it.
• Any other charge, deduction or refund: raise a ticket in the app or contact your operator.
• Not resolved: write to our grievance officer at [email protected] with your registered mobile number, the operator's name, the amount and the transaction reference. We acknowledge within 48 hours and aim to resolve within one month.

Please contact us before raising a chargeback with your bank, so we can try to fix it faster.

6. Contact

Vaya Mobility Private Limited, [REGISTERED OFFICE ADDRESS] Email: [email protected] | Phone: [SUPPORT PHONE]