Cancellation Policy

1. Cancellation and rescheduling

   1. Ride cancellations can be made up to 30 minutes prior to your ride. Cancellations made within 30 minutes before the ride time are non-refundable.
   2. If Cityflo reschedules your pickup time by more than 10 min you can cancel your ride at no charge anytime before the bus departs from your stop.
   3. For Refundable plan bookings cancelled up to 30 minutes prior to the ride time, there will be no cancellation fee for all the rides. The full ride amount will be credited to your Cityflo wallet.
   4. For Non-Refundable Super Saver plan bookings, no refund is applicable on rides cancelled on this pass.
   5. For single ride bookings canceled up to 30 minutes prior to the ride time, a cancellation fee of ₹ 20 will be levied. The balance amount will be credited to your Cityflo wallet.
   6. LITE pack is non-refundable and has an expiry date. No refund is applicable on any ride booked with LITE pack. Rides booked in LITE pack and rescheduled are non-refundable.
   7. If a Free Ride was used and the cancellation is made upto 30 minutes before ride time, the Free Ride will be returned, else the free ride will not be refunded.
   8. Rides rescheduled within 30 minutes of scheduled departure time (i.e. the non-refundable cancellation window) and then cancelled are non-refundable.

2. Refund of Fare

   1. We strive to give you good Service. However, in an exceptional circumstances, if Cityflo is unable to perform any of the Services, Cityflo will refund the money deducted from your Account within fifteen days from the date of booking.
   2. However, if Cityflo is unable to complete the Service despite best efforts due to natural calamity or disaster, weather conditions, civil unrest, suspension of services related to transportation and other facilities, governmental orders, or other causes that make safe, smooth operation impossible, or when there is a valid reason to believe the journey cannot continue, no refund will be offered.
   3. No refund will be offered in case you are deemed as a No-Show Passenger. You will be considered as a No-Show Passenger if any or all conditions are satisfied:
      1. The driver arrives at the pick up location
      2. The driver waits for at least 10 seconds.
   4. Despite such best efforts, if you are unable to board the bus within the prescribed time frame, no refund will be initiated

3. Contact us

   Please contact us on our customer care number 02248932335 or write us an email at support@cityflo.com

408, 4th floor, Centrum IT Park, SG Barve Rd, opp. Raila Devi Lake, Wagle Industrial Estate, Thane, Maharashtra 400604.