Refund & Cancellation Policy

Last updated: 30 September 2026

This policy applies to bookings made on the Lokly app and website, operated by Elite Finserv. It forms part of our Terms & Conditions.

1. Cancelling a ride or parcel delivery

• You can cancel free of charge at any time before the driver reaches the pickup point.
• After the driver has arrived at the pickup, a cancellation fee may apply. Any fee is shown in the app before you book and before you confirm the cancellation.
• If the driver cancels, you pay nothing and can book again.
• The ride start code and, for parcels, the handover confirmation are used to start and complete the trip; after a trip has started it cannot be cancelled for a refund of the fare, except under section 3.

2. Cancelling a service booking

• You can cancel a service booking free of charge before the partner starts the work.
• Customers pay for services only after the work is done, so no refund is needed for a cancelled service that was not paid for.

3. When we refund

Customers pay after the ride or service is completed, so most bookings never need a refund. We refund online payments in these cases:

• Duplicate payment: the same booking was paid twice online, or paid online after already being paid in cash.
• Payment without a completed booking: money was deducted but the payment failed, or the booking did not complete because of a technical error.
• Valid complaint: you were overcharged, a parcel was not delivered, or the service was not provided as booked, and our review of the booking record finds the complaint to be right. We may refund in full or in part.

4. How and when refunds are made

• Refunds are made, after we approve them, to the original payment method (the same UPI account, card or bank account) through our payment partner Cashfree Payments.
• Approved refunds are initiated within 2 working days and normally reach your account within 5–7 working days, depending on your bank. We do not promise a time beyond that.
• If money left your account for a failed payment, it is usually returned automatically by your bank within 5–7 working days.

5. What is not refundable

• Cash paid directly to a partner. We will help resolve the dispute with the partner, but cannot guarantee the return of cash payments.
• A cancellation fee that was shown and applied correctly.
• For partners: the commission on completed bookings and amounts paid to clear wallet dues, except where charged by mistake or twice.

6. How to request a refund

Use Chat with us in the app, or use the contact form within 30 days of the payment with your booking ID or Cashfree order number, the date and the amount. We acknowledge requests within 24 hours.