Fare Calculation
Fares for Trips are calculated based on a combination of factors. The estimated fare is displayed to Passengers before Trip confirmation, though final fares may vary.
Base Fare
A fixed starting charge applied to every trip.
Per-Kilometre Rate
A rate multiplied by the total distance travelled.
Per-Minute Rate
A rate multiplied by the total time of the trip.
Surge Multiplier
Applied during high-demand periods (see Section 5.2).
Tolls & Surcharges
Any applicable road tolls or government-mandated levies.
Applicable Taxes
GST/VAT or other taxes as required by local law.
Surge Pricing
Passengers will be clearly notified of any Surge Pricing multiplier before confirming their booking. The multiplier is displayed prominently on the fare estimate screen.
- Surge multipliers typically range from 1.1x to 3.0x of standard rates.
- Surge Pricing applies during peak hours, special events, and adverse weather conditions.
- By confirming a booking during a surge period, Passengers expressly agree to the applicable fare.
- Surge Pricing does not affect the calculation of refunds — refunds are based on the fare actually charged.
Payment Processing
GoCarriage processes payments through secure, third-party payment processors. By providing payment information, you authorize GoCarriage to charge applicable fares and fees.
Accepted Payment Methods
Cash payments are not accepted through the Platform. All transactions must be processed digitally.
GoCarriage Service Fee
GoCarriage charges a service fee (the "GoCarriage Fee") which is deducted from the fare paid by Passengers. This fee represents payment for the use of the Platform's technology, payment processing, customer support, and related services.
How the Service Fee Works
Total Fare Paid
Charged to the Passenger
GoCarriage Fee
Platform service charge (deducted)
Driver Earnings
Amount received by the Driver
The applicable GoCarriage Fee percentage is disclosed to Drivers during onboarding and may be updated with advance notice.
Cancellation Charges
Cancellation charges may apply depending on when a Trip is cancelled. These fees help compensate Drivers for their time.
| Cancellation Timing | Fee |
|---|---|
| Before Driver accepts the request | No charge |
| Within 2 minutes of Driver acceptance | No charge |
| 2–5 minutes after Driver acceptance | Small cancellation fee applies |
| After 5 minutes or Driver is en route | Full cancellation fee applies |
| After Driver arrives at pick-up | Waiting + cancellation fee applies |
Specific cancellation fee schedules vary by service type and region. Full details are available in the GoCarriage Help Centre.
Refund Policy
GoCarriage will review refund requests in accordance with this policy. GoCarriage reserves the right to deny refund requests that do not meet the qualifying criteria.
How to Submit a Refund Request
Open the GoCarriage app and navigate to Trip History.
Select the relevant trip and tap 'Get Help' or 'Report Issue'.
Select your issue category and provide details.
Our support team will review your request within 3–5 business days.
Approved refunds are credited to your original payment method.
Eligible Refund Cases
GoCarriage will consider refunds in the following circumstances:
Overcharged Fare
If you were charged more than the amount shown in your fare estimate without a valid explanation (e.g., route deviation you did not authorise).
Duplicate Charge
If your payment method was charged more than once for the same trip.
Trip Not Completed
If you were charged for a trip that was not completed due to a Driver error or Platform malfunction.
Authorised Cancellation
If GoCarriage cancelled your trip due to a Driver no-show or system error.
Unauthorized Transaction
If a charge was made to your account without your authorization (subject to investigation).
Service Standard Failure
If the trip experience significantly deviated from GoCarriage's stated service standards due to Driver misconduct.
Non-Eligible Refund Cases
The following circumstances generally do not qualify for refunds:
Passenger-initiated cancellations after the grace period has elapsed.
Fare differences due to legitimate surge pricing that was disclosed before booking.
Route changes requested by the Passenger during the trip.
Dissatisfaction with Driver rating, vehicle comfort, or music preferences (subjective preferences).
Cancellation fees charged in accordance with the cancellation schedule.
Requests submitted more than 14 days after the trip date.
Refunds for trips where fraudulent or policy-violating activity by the Passenger is confirmed.
Promotional credits or GoCarriage Wallet credits that were used as part of the payment.
Refund Timeline
| Stage | Timeline | Notes |
|---|---|---|
| Request Submission | Immediately | Within 14 days of trip |
| Initial Review | 1–2 business days | GoCarriage reviews your claim |
| Investigation (if needed) | 3–5 business days | For complex disputes |
| Decision Notification | Up to 5 business days | Approval or denial with reason |
| Refund Processing | 5–10 business days | After approval, to original payment method |
User Conduct Standards
All Users of the GoCarriage Platform are expected to conduct themselves in a professional, respectful, and lawful manner at all times. GoCarriage maintains a zero-tolerance policy for harassment, discrimination, abuse, or threatening behaviour of any kind.
Expected Behaviour
- Treat all users with respect
- Be punctual and reliable
- Maintain vehicle cleanliness (Drivers)
- Follow traffic laws (Drivers)
- Communicate professionally
Unacceptable Behaviour
- Harassment or discrimination
- Threatening or abusive language
- Physical aggression
- Property damage
- Fraudulent activity
Prohibited Activities
The following activities are strictly prohibited on the GoCarriage Platform:
Rating and Review Standards
GoCarriage maintains a mutual rating system for Drivers and Passengers. Ratings affect platform access and visibility.
- All ratings and reviews must be honest, fair, and based on genuine experiences.
- Manipulating ratings through coordinated activity, coercion, or fraudulent reviews is prohibited.
- Drivers with consistently low ratings may have their accounts reviewed or suspended.
- Passengers with very low ratings may experience reduced service availability.
- Violations of rating standards may result in immediate account termination.
Contact Support
GoCarriage Technologies Ltd.
Payments & Refund Support
For refund requests, payment disputes, or questions about this policy, please reach out to us:
Support Email
support@gocarriage.com
Refund Queries
billing@gocarriage.com
India Phone
95-99-390-391
UAE Phone
+971-58-566-5206
Response Time: Our support team typically responds within 1–2 business days. For urgent matters, please call our support lines directly.