Cancellation & Refund Policy

This policy applies to all bookings made through the HOOP rider app and covers cancellations, failed or incomplete trips, disputed fares and refunds to your original payment method or HOOP wallet.

It should be read together with our Terms of Service and Privacy Policy.

Before a pilot is assigned. Cancellation is free. Any pre-authorised amount is released in full, with no fee of any kind.

After a pilot is assigned but before pickup. A cancellation fee applies to compensate the pilot for travel already undertaken. The exact amount is displayed in the app before you confirm the cancellation — you will never be charged a figure you have not seen first.

After pickup. Once your vehicle has been collected, the trip can be aborted through in-app support. Your car is returned immediately and you are charged only for the distance actually covered plus any energy already dispensed.

Zero charge applies where:

• No pilot could be assigned within your booking window.
• The assigned pilot cancelled the trip.
• No compatible charging station in range was operational, and the trip was aborted before any charge was delivered.
• The vehicle was returned without being charged for any reason attributable to HOOP or the pilot.

In each case any pre-authorisation is released and no settlement is captured.

Your fare is computed and locked in exact integer paise before you confirm the booking, and the receipt is generated from that same locked figure. The two cannot diverge under normal operation.

If they ever do, raise a ticket through in-app support within 30 days of the trip. The ticket is linked to that specific booking, with the full trip and event log attached, and any confirmed difference is refunded in full.

Approved refunds are initiated by our support team through Razorpay and are trackable in the app from initiated to settled.

• HOOP wallet: credited immediately on approval.
• UPI: typically 1–3 working days.
• Cards and net banking: typically 5–7 working days, depending on your bank.

Once Razorpay marks a refund as settled, the remaining delay is with your bank and outside HOOP's control. We will share the refund reference number so you can follow it up directly.

Where a booking was paid for wholly or partly with promotional credit, the promotional portion is returned as HOOP wallet credit rather than to a bank account. The portion paid in real money is refunded to the original payment method.

Promotional credit issued as goodwill is non-transferable and non-encashable, and may carry an expiry shown at the time of issue.

Damage claims are handled separately from fare refunds and are covered by the trip insurance described in our Terms. Report damage through in-app support within 24 hours of the vehicle being returned so the trip event log and pilot record can be preserved for the claim.

Open the trip in your ride history and select Report an issue, or contact us at support@hoopev.com with your booking ID. We acknowledge every request within one business day and give a decision within three.

If you are unhappy with the outcome, you may escalate to our grievance officer via the support page, in line with the Consumer Protection (E-Commerce) Rules, 2020.