1. Definitions
Customer: Individual end-user booking a cab directly.
Agent: Travel agent or tour operator booking on behalf of customers.
Driver / Partner: Verified driver or fleet owner providing transport services.
Booking: A confirmed ride or itinerary after bid acceptance.
Cancellation Time: Time difference between cancellation request and scheduled pickup time.
Deposit / Advance: Any amount paid to confirm a booking.
2. General Principles
- Cancellation charges depend on booking type, time of cancellation, and service stage.
- Once a bid is accepted and booking is confirmed, resources (vehicle, driver, route planning) are blocked.
- SAGACabs acts as a facilitator; cancellation charges may include driver compensation where applicable.
- All refunds, if any, are processed to the original payment method.
3. One-Way & Single-Day Bookings (B2C)
3.1 Customer-Initiated Cancellation
| Cancellation Time | Charges |
|---|---|
| More than 24 hours before pickup | No cancellation fee |
| Between 12–24 hours | 10% of booking amount |
| Between 6–12 hours | 25% of booking amount |
| Less than 6 hours | 50% of booking amount |
| After driver arrival / No-show | 100% of booking amount |
Note: Convenience fees, gateway charges, or taxes (if applicable) may be non-refundable.
3.2 Driver-Initiated Cancellation (One-Way)
- A. If a driver cancels after booking confirmation:
- SAGACabs will assign an alternate driver at no extra cost where possible.
- If alternate is unavailable, 100% refund will be processed.
- B. Repeated driver cancellations may lead to penalties or suspension.
4. Multi-Day / Holiday Itinerary Bookings (B2B & B2C)
4.1 Agent or Customer Cancellation
| Cancellation Time | Charges |
|---|---|
| More than 7 days before trip start | 5% of advance paid value |
| 3–7 days before trip | 25% of total booking value |
| 48–72 hours before trip | 50% of total booking value |
| Less than 48 hours | 75–100% of total booking value |
| After trip has started | No refund |
Charges cover driver blocking, vehicle allocation, route planning, and opportunity loss.
4.2 Partial Itinerary Cancellation
- Cancellation of individual legs/days after itinerary confirmation:
- Pro-rata cancellation charges apply based on affected days.
- Any non-refundable driver costs already incurred will be deducted.
5. Agent-Specific Cancellation (B2B)
- Agents are responsible for client-side cancellations.
- Cancellation penalties are charged to the Agent account, regardless of whether the end customer has paid the agent.
- Corporate credit clients may have custom cancellation terms defined in agreements.
6. Driver / Partner Cancellation Policy
6.1 Driver Cancellation After Acceptance
| Scenario | Action |
|---|---|
| Cancellation more than 24 hours before trip | Warning logged |
| Cancellation within 24 hours | Monetary penalty |
| Cancellation within 6 hours / No-show | Severe penalty + rating impact |
| Repeated cancellations | Account suspension or deactivation |
- Drivers may be required to compensate for customer inconvenience.
- Penalties may be deducted from future payouts.
7. Force Majeure (Exceptional Circumstances)
No cancellation charges will apply in cases of:
- Natural disasters (floods, earthquakes, cyclones)
- Government restrictions, lockdowns, or strikes
- Severe weather conditions officially declared unsafe
- Medical emergencies (with valid proof)
SAGACabs reserves the right to verify claims.
8. Refund Processing
- Refunds are initiated within 5–7 working days after approval.
- Bank or gateway processing time may take an additional 3–10 working days.
- Wallet refunds (if applicable) may be processed faster.
9. No-Show Policy
If the customer or agent fails to appear at the pickup location within 30 minutes of scheduled pickup time without prior notice:
- Booking will be marked as No-Show.
- 100% cancellation charges apply.
10. Dispute Resolution
- Any disputes regarding cancellations or refunds must be raised within 48 hours of the scheduled pickup or trip end.
- SAGACabs' decision, based on logs and records, will be final and binding.
11. Policy Updates
SAGACabsâ„¢ reserves the right to update or modify this Cancellation Policy at any time. Updated policies will be effective immediately upon publication on the website or app.
12. Contact for Support
For cancellation assistance or queries: