Refund & Cancellation Policy
Clear terms and process for cancellations, refunds, and rescheduling your rental bookings.
1. Cancellation Policy (Consumer Protection Act 2019 Compliant)
Your Consumer Right: Easy Return Period
Under Consumer Protection Act 2019, you have the right to cancel for any reason before the service begins (rental start time). The following timeline reflects your statutory rights.
Cancellation Timeline & Refunds
| Cancellation Time | Refund | Details |
|---|---|---|
| More than 24 hours | 100% | Full refund (excl. insurance) |
| 12-24 hours | 50% | 50% refunded, 50% fee deducted |
| Less than 12 hours | 0% | Can reschedule instead |
| After rental start | 0% | No refund available |
How to Cancel
- Log in to your Next Gear Rentals account
- Go to "My Bookings" section
- Select the booking to cancel
- Click "Cancel Booking" button
- Confirm cancellation
Important Notes
- CPA 2019 Right: Cancel anytime before rental starts with applicable refund percentage
- 30-Minute Window: Full refund if cancelled within 30 minutes of booking (pre-payment)
- Insurance: Non-refundable but damage claims remain available
- Free Rescheduling: Reschedule within 30 days with no fees
- Partner Cancellation: Full refund if we cancel due to vehicle unavailability
2. Refund Process & Timeline
Processing Steps
Cancellation Confirmed
Immediate - Confirmation email receipt
Refund Initiated
Within 24 hours per CPA 2019
Refund Credited
5-7 business days in your account
Refund Methods (RBI Compliant)
- Card: Back to issuer (5-7 days)
- Wallet: Instant reversal (1-2 days to appear)
- UPI: Reversal within 3 hours
- Bank Transfer: 3-5 business days
3. Rescheduling (Better Than Cancellation)
Why Reschedule?
Keep your booking value without losing money to cancellation fees.
- Reschedule to any date within 30 days
- NO rescheduling fees
- Pay difference only if new date is more expensive
- Get credit if new date is cheaper
How to Modify Booking
- Date/Time: Change up to 24 hours before pickup
- Location: Modify up to 24 hours prior
- Vehicle: Upgrade/downgrade if available
- Insurance: Add plans before rental starts
4. Special Circumstances - Full Refund Eligible
Per Consumer Protection Act 2019, full refund (including insurance) is available for service deficiency:
Eligible Events
- Vehicle Unavailable: Our fault/defect
- Technical Failure: Platform or payment issue on our end
- Medical Emergency: Documented proof required
- Death/Hospitalization: Immediate family (documentation required)
- Force Majeure: Natural disaster, government lockdown, war
- Service Deficiency: Vehicle doesn't match description
Grievance Process (CPA 2019)
- Contact: grievance@nextgear.in
- Complaint window: 2 years from transaction
- Response time: 5-7 business days
- Escalation: District Consumer Commission (free filing)
- National Helpline: 1800-11-4000 (24/7)
5. Need Help?
- Email: support@nextgear.in
- Phone: 1800-NEXTGEAR
- Chat: Available 9 AM - 11 PM
- Response: Within 24 hours
6. Policy Acknowledgment
By booking, you agree to this policy and understand your CPA 2019 consumer rights.
Last Updated: March 21, 2026 | Compliant with CPA 2019, RBI Guidelines, IT Act 2000, E-Commerce Rules 2020