Help & Support > General
General
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Your booking is confirmed only when it shows as “Confirmed” in My Trips or Booking Details. If payment was debited but the booking was not confirmed, select Cancel and try booking again. If Zoomcar receives the payment, it will be refunded. If the issue remains unresolved, contact Support after 15 minutes and share the transaction details.
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You must be at least 18 years old and have an Indian mobile number, Aadhaar, a valid Indian driving licence and a live selfie for KYC. The Zoomcar app is required. Keep an accepted payment method ready and review the selected vehicle, price, Trip Protection and deposit before confirming.
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Review the complete checkout breakdown for the selected booking. It can include the Booking Fee, Platform Fee, Trip Protection, Home Delivery Fee, security deposit, taxes, discounts, Zoom Cash or Credits and other displayed components. Fuel, FASTag usage, tolls, permits and later policy charges are handled under their applicable rules and should not be assumed to be included unless shown.
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KLE means Keyless Entry through the app. Trip Protection is the booking-specific damage-protection plan and liability shown for your booking. A Co-Driver is another invited and verified person allowed to drive. FASTag is the vehicle's electronic toll tag, while its usage is paid by the Guest. Pick-up and Drop-off Checklists record the vehicle condition and evidence before driving and at return.
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Only the booking Guest or a verified Co-Driver may drive. Complete both checklists with clear photographs, use the correct fuel, pay applicable tolls and permits, keep the key and vehicle secure, follow permitted-use and travel rules, return to the confirmed location on time and wait for Trip Ended. Do not make unauthorized off-app payments or use the vehicle for prohibited commercial, reckless or illegal activity.
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Do not skip pickup or return evidence, allow an unverified person to drive, wait until after the end time to request an extension, refuel without confirming the fuel type, arrange an unapproved repair or tow, return to an unauthorized location, leave the key or vehicle unsecured, or leave before the app shows Trip Ended. These mistakes can affect charges, evidence, Trip Protection or vehicle custody.
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Move to safety first. Use In-Trip SOS for a breakdown, accident, critical warning, theft, threat or police issue. Share the location and evidence, keep the vehicle and key secure, and do not arrange an unapproved repair, towing or alternate return. For a non-urgent app, payment, refund or account problem, use the booking or Help section and contact Support when the guided step fails.
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No. Zoomcar is a self-drive service. The booking Guest drives the vehicle, or an invited and verified Co-Driver may drive after completing the required account and driving-licence verification.
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The Guest is the person who books the vehicle and is responsible for following the booking and driving rules. The Host provides the listed vehicle and handles Host responsibilities such as vehicle compliance. Zoomcar provides the app, booking flow, official Support and marketplace processes. Use the app and official Support when Guest and Host instructions conflict.
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Take the vehicle to the confirmed original return location, complete the Drop-off Checklist and required photographs, and return the key securely. For KLE, place the key inside and lock through the app. For non-KLE, enter the end-trip OTP and hand the key to the Host. Do not leave until the app shows Trip Ended or Support confirms secure closure.
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The security deposit is released within 24 hours after trip completion or an eligible cancellation. Challans, vehicle-damage charges and other outstanding dues may be deducted. After release, ZCash is credited within two hours and other payment methods may take 7–10 working days.
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For regular bookings, applicable fuel and FASTag amounts are settled directly between the Guest and Host. Tolls, permits, interstate taxes and state-entry charges are paid by the Guest. Report an incorrect, duplicate or delayed amount through Support from the relevant booking within seven days after the trip ends, with readings, receipts and statements.
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Compare the starting and final odometer readings, including allowance and booking-specific excess-kilometre rate with your Pick-up and Drop-off photographs. If a reading or calculation is wrong, submit a dispute with that evidence within seven days after the trip ends.
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Compare the invoice, charge breakdown and transaction references. Do not pay the same outstanding amount again. Report the duplicate or unexplained debit from the completed booking with the transaction IDs and a masked bank statement.
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Raise a dispute within seven days after the trip ends for a post-trip charge, security-deposit deduction, damage claim. Include the booking details and supporting photographs, receipts or statements.
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Open the completed booking to view the invoice, final charge breakdown and outstanding balance. A valid post-trip due can appear even after the security deposit is released. Pay a correct balance immediately; it may block a future booking. Dispute an incorrect item within seven days after the trip ends.
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Open the completed booking or Support case to view the approval and payment status. Approved unused-time and minor-repair amounts are processed within 24 hours after approval. Roadside or towing support is handled through the incident case and must be approved before expense.
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A late return can attract a charge of up to two times the hourly Booking Fee for every late hour. Compare the scheduled end time with the recorded completion time. If the recorded time is incorrect, dispute the charge with return evidence.
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Excess kilometres are the final odometer reading minus the starting reading and included allowance, charged at the booking-specific rate. For regular bookings, fuel and FASTag amounts are settled directly with the Host. The Guest pays tolls, permits, interstate taxes and state-entry charges.
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The charge is based on the damage assessment and the Trip Protection Plan selected for the booking. An incomplete Pick-up or Drop-off Checklist invalidates Trip Protection. Damage charges may be deducted from the security deposit and any excess becomes an outstanding balance. Dispute the charge within seven days after the trip ends using your checklist photographs and other evidence.
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Cleaning and smoking charges are handled case by case and settled between the Guest and Host; no universal cleaning amount should be assumed. Traffic and parking challans incurred during the booking are paid by the Guest and may appear later as an outstanding balance.
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Compare the recorded value with your Pick-up and Drop-off Checklist photographs and timestamps. Raise a charge dispute with the relevant images and booking details so the record can be reviewed.
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Trip Protection options, fees, limits and coverage depend on the specific booking. Review the available plan in checkout or Booking Details before confirming. No universal plan name, fee or liability limit applies to every booking.
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Whether a security deposit is required and its amount depend on the booking. The applicable amount is displayed before payment. After completion or cancellation, the confirmed release and deduction rules apply.
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Open the offer or credit details to view the recorded eligibility result. An offer may be unavailable because of its validity, usage limit, selected booking, payment method or another displayed condition. Use only the reason shown for that transaction.
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Review the checkout breakdown for the selected booking. It shows the applicable Booking Fee, Trip Protection, Platform Fee, Home Delivery Fee, security deposit, taxes, discounts, credits and any other component that applies. Do not assume a component applies when it is not displayed.
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Use a payment method shown at checkout. You may combine Zoom Cash or Zoom Credits with one external payment method, such as a card, UPI or net banking. The remaining amount cannot be split across multiple external payment methods. If payment fails or remains pending, do not immediately pay again. Check the transaction and booking status first; if money was debited without confirmation, follow the payment-debited flow.
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Compare the original and current checkout breakdown. A changed vehicle, date, duration, protection plan, delivery option, offer or live price can change the total. Confirm only after reviewing the new amount.
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Open the booking and identify the refund type. An eligible cancellation refund is initiated within two hours; ZCash is restored within two hours, and other payment methods may take 7–10 working days. An approved unused-time or minor-repair refund is processed within 24 hours after approval.
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Compare the eligible, initiated and received amounts shown in the booking. After the applicable timeline, use the ARN, UTR or bank reference number provided by Zoomcar to ask your bank to trace a missing refund. If the reference is not available, or the refund is partial or incorrect, contact Support with the booking and transaction details.
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An eligible refund is initiated within two hours after cancellation. ZCash is credited within two hours. Other payment methods may take 7–10 working days after initiation. If the refund is marked Completed but is still missing after that bank timeline, contact your bank and Zoomcar Support with the booking and transaction details.
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A partial deposit return means a recorded due was deducted. A valid charge received after release may appear separately as an outstanding balance. Review the deduction or later charge and dispute an incorrect item within seven days after the trip ends.
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Open the completed booking in My Trips to download the available final invoice, GST invoice, receipt and trip details. GST details cannot be added or corrected. Other personal-detail issues are reviewed case by case.
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At checkout, open the offers or payment section and select an eligible coupon, voucher, Zoom Cash or Zoom Credits balance. The app shows the amount that can be applied to that booking. Only one voucher can be applied to a booking.
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The Platform or Convenience Fee is shown in the checkout breakdown. It is non-refundable for a Guest-initiated cancellation. If the Host or Zoomcar cancels and the replacement is declined or unavailable, the Guest receives a full refund.
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The Home Delivery Fee is booking- and address-dependent. Review the amount displayed for the selected vehicle and delivery address before payment.
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Eligible Zoom Cash, Zoom Credits and promotional vouchers are restored within two hours after cancellation.
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Refunds are sent only to the original payment method or methods used. After refund initiation and the applicable processing time, contact the associated bank and Zoomcar Support if that payment method is closed or unavailable.
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No. Each paid amount is refunded to the same source or type from which it was used. Zoom Cash is gift-card value or value gifted by another person; Zoom Credits are benefits issued by Zoomcar.
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Your booking is confirmed only when My Trips or Booking Details shows the status as Confirmed. If payment was debited but the booking is not confirmed, select Cancel and try booking again. If Zoomcar receives the payment, it will be refunded. If the issue remains unresolved after 15 minutes, contact Support with the transaction details.
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A replacement may be offered subject to availability. If the replacement costs less, the difference is refunded; if it costs more, you pay the difference. If you decline it or none is available, you receive a full refund.
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Contact Support and continue using the vehicle for the confirmed booking unless Support gives a policy-based or safety instruction. A Host cannot unilaterally shorten the confirmed booking.
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Request and confirm an extension before the scheduled end time. The extension price includes the Booking Fee for the added duration and a proportional Trip Protection Fee. The added time applies only after payment and confirmation succeed.
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If the extension option, payment or confirmation fails, the original booking end time still applies. Retry before that time and do not assume the trip has been extended until the app confirms it.
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Until two hours before the scheduled start, you can use Manage Booking to change an eligible date, time, duration or vehicle, subject to availability and the repricing shown in the app. The pickup location and city cannot be changed after confirmation.
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The modification cutoff is two hours before the scheduled start time. The app shows the revised price, additional amount or refund, if any, before you confirm the change.
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You may return the vehicle before the scheduled end time, but early return does not qualify for a refund of unused booking time.
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A booking is successful only when My Trips or Booking Details shows Confirmed. A payment receipt or debit alone does not confirm the booking.
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Refresh My Trips, reopen the app and confirm that you are signed in with the same registered Indian mobile number used for payment. If a booking that previously showed Confirmed is still missing, contact Support with the booking or transaction details.
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Open the cancelled booking and review the recorded reason. Payment or completed verification does not change a cancellation already recorded by the Host, Zoomcar or the Guest. If the reason is incorrect, contact Support from the cancelled booking.
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Check the vehicle listing in the Zoomcar app for seating capacity, luggage capacity, transmission, fuel type and available features. Passenger and luggage requirements must remain within the limits displayed for that vehicle. A physical vehicle inspection is not available before payment. If a feature is not shown in the app, do not assume that the vehicle has it.
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The minimum booking duration is four hours. The maximum booking duration is 120 days, and a booking can be made up to 120 days in advance, subject to availability.
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The calculation uses the Original Start Time. At six hours or less before it, the Booking Fee, Trip Protection Fee and Delivery Fee are not refunded. More than six hours but less than 15 days before it, the cancellation fee is 50% of the Booking Fee or Rs. 4,000, whichever is lower; the remaining Booking Fee and 50% of the Trip Protection Fee and Delivery Fee are refunded. At least 15 days before it, those three fees are fully refunded. The Platform Fee is non-refundable for every Guest cancellation.
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The cancelled booking shows whether it was cancelled by you, the Host or Zoomcar and displays the recorded reason. If the actor or reason is incorrect, contact Support from the cancelled booking.
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Yes. When the Host cancels or cannot provide the vehicle, you receive a full refund if you decline the offered replacement or no replacement is available.
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You can shorten an upcoming booking only through Manage Booking and only until two hours before the scheduled start. Review any displayed price or refund change before confirming. After the trip starts, you may return early but unused booking time is not refunded.
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You can change the booked vehicle until two hours before the scheduled start, subject to availability. Open Manage Booking, select another available vehicle and review the updated price before confirming.
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A Host does not need to approve a booking that already shows as Confirmed. The Host can later cancel it. If that happens, Zoomcar may offer a replacement; if none is available or you decline it, a full refund applies.
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A booking of seven days or more is treated as a subscription or long-term booking. It includes a cumulative allowance of 200 kilometres per booked day; for example, seven days provides 1,400 kilometres in total. Availability, price and controls are shown for the selected booking.
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Open the Zoomcar app, select the location, start date and time, and end date and time, then search. Choose an available vehicle, review the listing, price, Trip Protection and delivery options, complete KYC and payment, and confirm that the booking appears as Confirmed in My Trips.
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Vehicle availability is live and can change by location, date and time. Change the search inputs or choose another listed vehicle. A vehicle is reserved only after the booking is completed and shown as Confirmed.
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Open My Trips, select the booking, choose Manage Booking and then Cancel Booking. Review the fee and refund preview before confirming because a cancelled booking cannot be restored.
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Cancellation windows use the Original Start Time—the first confirmed start date and time when the booking was created. Changing the booking later does not reset the Original Start Time or the cancellation windows.
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No automatic waiver applies for medical emergencies, flight disruptions or personal emergencies. The normal Guest cancellation rules and refund windows apply.
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A cancelled booking cannot be restored. You must create a new booking at the price shown when the new booking is made. The old price or offer does not carry over automatically.
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Retry Keyless Entry after confirming network, Bluetooth and app permissions. Do not force the lock or arrange unauthorized access. If KLE still does not unlock or start the vehicle, contact Support from the booking.
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If the key is locked inside, do not break into the vehicle or hire an independent locksmith; contact In-Trip Support. If the key is lost, secure the vehicle and contact Support immediately. Zoomcar does not provide an independent replacement key, and a confirmed lost key attracts a Rs. 10,000 charge.
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Refresh Booking Details and check the access instructions. If a start-trip OTP is required but is not received, do not force access or start driving; contact Support from the booking.
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Open Booking Details and complete the blocker shown there, such as KYC, the booking-specific security deposit, an outstanding balance or a required access step. Retry Start Trip after completion. If the blocker is already cleared, contact Support with a screenshot.
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Contact the Host through the app and report the issue from Booking Details. A replacement may be offered subject to availability. If no replacement is available or you decline it, you will receive a full refund. Do not make an unauthorized payment to obtain the vehicle.
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Open the upcoming booking and select Help or Support. Provide the booking ID and the exact pickup blocker. Do not make an unauthorized payment or accept an unapproved substitute vehicle.
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A replacement may be offered subject to availability. If it costs less, the difference is refunded; if it costs more, you pay the difference. You may decline the replacement. If you decline it or no replacement is available, you receive a full refund.
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Record each pre-existing dent, scratch or other issue in the Pick-up Checklist and upload clear photographs before driving. Documented pre-existing damage is the Host's responsibility; missing evidence can affect a later claim or Trip Protection.
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Compare the vehicle with the confirmed listing and inspect it before driving. Record every mismatch, cleanliness issue or damage in the Pick-up Checklist. Do not drive an unsafe vehicle; contact the Host and Support from the booking.
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Open the Pick-up Checklist, inspect the vehicle inside and outside, record all pre-existing damage and upload every required photograph before driving. The checklist becomes available 30 minutes before the scheduled start, and leaving it incomplete invalidates Trip Protection.
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Do not start driving. Retry the app and network, then contact Support from Booking Details if the checklist still does not load or photos cannot be submitted. The complete Pick-up Checklist is mandatory, and an incomplete checklist invalidates Trip Protection.
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Do not drive when a required registration, insurance, PUC, permit or other compliance document is missing or invalid. Record the issue in the Pick-up Checklist and contact the Host and Support. Vehicle-document compliance is the Host's responsibility.
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A late pickup does not extend the original end time. You may start the trip until one hour before the scheduled end. If the trip has not started by that point, it ends automatically and no refund is provided.
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Return to the confirmed Home Delivery address, keep the vehicle and key secure and contact the Host. Complete the return checklist and photographs. If collection cannot be completed, use In-Trip Support; a denied one-way service receives a 50% Delivery Fee refund and denial of both services receives a full Delivery Fee refund.
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Check the confirmed airport meeting point and delivery status, then contact the Host. If the vehicle still does not arrive, report it through Support. A denied delivery or collection receives the applicable one-way or full Delivery Fee refund.
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For a Home Delivery booking, Booking Details shows the selected delivery address, timing and fee. The Host delivers and later collects the vehicle at that address, subject to the confirmed booking details.
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Until two hours before the scheduled start, you can use Manage Booking to change an eligible delivery address or switch between Home Delivery and self-pickup, subject to availability and the repricing shown in the app. Changing the delivery mode does not change the confirmed booking city or the vehicle's self-pickup location.
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Check the delivery details in the booking and contact the Host for the current status. Delivery delays and booking-time adjustments are handled case by case. If the confirmed delivery is denied, the applicable Delivery Fee refund applies.
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Doorstep collection after an extension or late return is handled case by case. Contact the Host and Support to confirm the collection plan. If only delivery or only collection is denied, 50% of the Delivery Fee is refunded; if both are denied, the full Delivery Fee is refunded.
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For a KLE booking, unlock through the app; the physical key is kept inside the vehicle, usually in the dashboard area. For a non-KLE booking, the Host hands over the key. Follow the exact access instructions in Booking Details.
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Follow only the requirements and payment instructions shown in the Zoomcar app. Do not hand over an original identity document, pay an unauthorized additional deposit or off-app amount, or sign a private agreement as a condition of handover. Where the app or official policy permits a Guest-Host settlement, keep the communication and evidence in the app. Contact Support if the request is unclear, unauthorized or disputed.
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After confirmation, Booking Details shows the vehicle location. Use the in-app navigation to reach the pickup point.
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Do not move to an unconfirmed pickup point. If the displayed location is incorrect, inaccessible or unsafe, contact the Host and Support through the booking and follow the recorded alternative or cancellation flow.
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No. The Host cannot substitute a different vehicle without your approval. Accept only an official replacement offered and confirmed through Zoomcar.
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Use the Pick-up Checklist and the vehicle information shown in the booking to verify fuel, odometer, FASTag and other required details. Photograph every reading and report a mismatch before driving.
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The Pick-up Checklist becomes available 30 minutes before the scheduled start time and must be completed before the vehicle is driven.
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Upload every photograph and reading requested in the Pick-up Checklist, including the vehicle-condition and pre-existing-damage evidence shown for that booking. Images must be clear enough to identify the vehicle and the recorded condition.
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Picking up early or late without modifying the booking does not change the original start or end time. If you need a different schedule, modify the booking at least two hours before the scheduled start, subject to availability.
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Airport delivery is available only at the limited airports shown for the selected booking. Follow the meeting point and timing displayed in the app. Airport parking, terminal-entry, society-entry and other pickup or delivery access charges are settled between the Guest and Host. Keep receipts and in-app messages for any disputed amount.
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Home Delivery is available only when it is shown for the selected vehicle and address. The confirmed booking displays the delivery address, timing and fee; the Host delivers and later collects the vehicle there.
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If you are unavailable, use the Home Delivery options shown in the app and coordinate the handover through the in-app contact option. A verified Co-Driver can receive the Home Delivery vehicle after accepting the invitation and completing the required account and driving-licence verification. If the handover cannot be completed through the app, contact Support from the booking.
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Open the upcoming booking and use the Host contact option shown there. Keep booking communication in the app.
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If someone who is not an approved, verified Co-Driver drives the vehicle, Trip Protection becomes invalid. Stop the unauthorized driving and add and verify the person before any further driving, if a Co-Driver slot is available.
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You can add up to two verified Co-Drivers before or during the trip. Each person needs a Zoomcar account, must accept the invitation and complete driving-licence verification before pickup or driving.
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A booking cannot be transferred to another account. Use the Co-Driver feature to add the other person. They must have their own Zoomcar account, accept the invitation and complete driving-licence verification before they can pick up, unlock, drive or return the vehicle.
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The travelling Guest should make the booking through their own Zoomcar account. To give another user booking value, purchase a Zoomcar gift card for them. If another person needs to drive your booking, add them as a verified Co-Driver.
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Outstation and interstate travel are subject to the booking-specific permitted territories and route requirements. Check the booking details before travelling. The Guest pays applicable tolls, permits, interstate taxes and state-entry charges.
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Commercial work, ridesharing, delivery work, racing, towing, illegal activity and other prohibited use are not allowed. These uses can make the Guest responsible for resulting charges and can invalidate Trip Protection.
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FASTag is generally available in the vehicle. Before pickup, confirm its availability and status with the Host. The Guest is responsible for all toll and FASTag usage. If the balance is insufficient, recharge it. If the FASTag is inactive, or in the rare case that the vehicle does not have one, contact the Host and pay the toll in cash if required. Keep the receipt and settle any applicable recharge or cash-toll amount with the Host. Contact Support if the issue remains unresolved.
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There is no universal fuel type or return-level rule for every vehicle. Confirm the correct fuel and expected level with the Host and the vehicle information before refuelling. Fuel amounts are settled directly between the Guest and Host.
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Excess kilometres equal the final odometer reading minus the starting reading and the included allowance. The remaining excess distance is charged at the booking-specific per-kilometre rate shown for your plan.
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The Guest pays tolls, permits, interstate taxes and state-entry charges for the route. Check booking-specific territory requirements before travel and keep the receipts. The Host remains responsible for the vehicle's required compliance documents.
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For B2B bookings, fuel, FASTag, toll, permit, interstate-tax and state-entry amounts are paid by the Guest and settled directly with the Host.
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You may add a Co-Driver after the trip starts, subject to the overall limit of two verified Co-Drivers. The person cannot drive until the invitation and driving-licence verification are complete. Use only the options shown in the live booking for any replacement.
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No. Smoking, pets and food are not allowed inside the vehicle. If the vehicle requires cleaning because of a violation, the Host may request a cleaning charge, which is reviewed case by case.
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Extra fuel is not automatically reimbursed by Zoomcar. Confirm the required level with the Host before adding fuel, keep the receipt and settle the difference directly with the Host.
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A subscription booking of seven days or more includes a cumulative allowance of 200 kilometres for each booked day. Multiply 200 kilometres by the total booked days; distance above that allowance is charged at the booking-specific excess-kilometre rate.
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Stop safely, use In-Trip SOS and inform the Host immediately. Submit photographs, your location, incident details and an alternate contact number through the in-app flow. After the report is submitted, the team will call within 20 minutes with the next steps.
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Photographs, location, incident details and an alternate contact number are required through the in-app report. Whether an FIR or police report is required depends on the incident. If requested, submit it within 24 hours.
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Report accidental or newly discovered damage immediately through In-Trip SOS, inform the Host and submit photographs, location, incident details and an alternate contact number. The team will respond within 20 minutes. If an FIR or police report is requested, submit it within 24 hours.
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Report the incident immediately through In-Trip Support. Zoomcar's legal and on-ground teams will assist with third-party injury or property-damage handling. Follow their instructions and provide all requested incident and police information.
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Move to safety, use In-Trip SOS, inform the Host and notify the police when appropriate. Share the vehicle's last known location, photographs and all incident details. Theft, vandalism and final Trip Protection liability are assessed case by case.
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Stop in a safe place and use In-Trip SOS for a mechanical or safety problem. Inform the Host, share the location and submit photographs and incident details. Do not arrange independent repair or towing without approval; no replacement vehicle is provided after a breakdown.
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Do not continue driving when the vehicle will not start, overheats or shows a brake or other critical warning. Move to safety where possible, switch off the vehicle and use In-Trip SOS. Do not attempt an unapproved repair or towing service.
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Cooperate with the authorities and contact Support immediately with the location, authority and reason for detention. Keep every notice or receipt. Responsibility for release costs depends on whether the cause was a Guest violation or invalid vehicle compliance.
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Drink-driving, illegal activity and other serious prohibited use are not allowed. The Guest is responsible for resulting fines, detention and vehicle-release charges, and Trip Protection can become invalid. Cooperate with the authorities and contact Support immediately.
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Cooperate with the police and contact Support immediately. Show only the vehicle documents available through the vehicle or booking flow and share the stop location and reason with Support. Do not make an unauthorized payment.
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Move to a safe public place, contact emergency services when required and use In-Trip SOS or Support. Do not confront the Host. Preserve messages, call details, photographs and the booking information for the report.
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Use only listings and Host details shown in the Zoomcar app. Do not make unauthorized payments or move the booking outside the platform. Report a suspicious, misleading or illegal listing through Help before booking or driving.
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Do not make the payment, share an OTP or disclose banking information. Booking Fees, Platform Fees, security deposits, extensions and other official booking payments must be completed only through the Zoomcar app. If a payment request is not shown or authorized in the app, contact Support before paying.
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Documented pre-existing damage is the Host's responsibility. If a later claim includes it, compare the claim with your Pick-up Checklist photographs and submit a dispute within seven days after the trip ends. An incomplete Pick-up Checklist can weaken the evidence and invalidate Trip Protection.
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Open the damage assessment and review the photographs, checklist records and repair estimate. The amount is booking- and assessment-specific and is then subject to the selected Trip Protection Plan. Dispute incorrect evidence or calculation within seven days after the trip ends.
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Final liability depends on the Trip Protection Plan selected for the booking and is assessed case by case. An incomplete Pick-up or Drop-off Checklist invalidates Trip Protection. Unauthorized driving, prohibited use and other Guest-attributable violations may also make the protection unavailable.
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Trip Protection can be reduced or invalidated when a required Pick-up or Drop-off Checklist is incomplete, an unauthorized person drives, or the vehicle is used for a prohibited, reckless or illegal purpose. The final result depends on the plan selected for the booking and the incident assessment.
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No. A replacement vehicle is not provided after a breakdown or accident. If a breakdown was not caused by the Guest and the vehicle cannot continue, the unused-time refund is calculated from the reporting time until the scheduled booking end. Accident-related liability and any applicable adjustment are assessed through the incident review under the selected Trip Protection Plan.
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If a breakdown was not caused by the Guest and the vehicle cannot continue, the unused-time refund runs from the time the breakdown was reported until the scheduled booking end time. No replacement vehicle is provided.
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Arrange a minor repair only after Zoomcar approves it, only when the problem was not caused by the Guest and the vehicle remains safe and drivable. After an approved repair, you may continue in the same vehicle. Only the approved amount is reimbursed.
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For an approved repair reimbursement, submit the repair invoice, payment receipt, photographs and every other document requested in the case. The approved amount is processed within 24 hours after approval.
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Use In-Trip Support immediately and do not arrange towing independently. The team will respond within 20 minutes, and Zoomcar's on-ground and legal teams will guide the towing, vehicle custody and handover. Keep the vehicle and key secure until the team confirms the transfer.
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Stop safely and contact Support. Pre-existing tyre or vehicle damage is the Host's responsibility when documented before driving. Unintentional damage during the booking is handled under the Trip Protection Plan selected for that booking. Do not arrange an unapproved repair.
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Traffic and parking challans incurred during the booking are payable by the Guest. They may be deducted from the security deposit or added later as an outstanding balance when a valid delayed challan is received.
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When detention results from a Guest violation or unlawful use, the Guest is responsible for the related fine and vehicle release, detention or court charges. Contact Support immediately and follow the official legal and custody instructions.
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When the vehicle is stopped or detained because required vehicle documents, permits or compliance are invalid, the Host is responsible for the related vehicle-compliance issue. Contact Support immediately and keep the authority's notice or document request.
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Taxi, hotel and meal expenses are not reimbursed. Only an eligible repair, towing or roadside-assistance expense approved by Zoomcar before it is incurred can be considered through the incident case.
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Keep the vehicle and key secure and retry the KLE lock or End Trip action. If it still fails, use In-Trip Support and do not leave until the app shows Trip Ended or Support confirms closure.
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The Drop-off Checklist becomes available after 50% of the booked ride duration has passed. Complete every return photograph and field shown in the app; the required images are booking-specific.
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Keep the vehicle and key secure, retry the checklist or upload and use In-Trip Support immediately if it still fails. Do not leave until the app shows Trip Ended or Support confirms closure.
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A non-KLE return requires the end-trip OTP and Host handover; a KLE return does not require that OTP. If a required OTP is missing, keep the vehicle and key secure and use In-Trip Support until closure is confirmed.
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Keep the vehicle and key secure, retry the End Trip or lock action and use In-Trip Support if it still fails. Do not leave until the app shows Trip Ended or Support confirms closure.
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Do not pay an unauthorized amount to obtain the end-trip OTP. Keep the vehicle and key secure, preserve the Host's request and use In-Trip Support until the official return flow is completed and the app shows Trip Ended.
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Your responsibility ends when the app shows that the trip has ended. Keep the completed status and return photographs as proof. If the trip remains live, keep the vehicle and key secure and contact In-Trip Support.
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Take the vehicle to the original return location, complete the Drop-off Checklist and photographs, and keep the vehicle and key secure. For KLE, place the key inside and lock through the app. For non-KLE, inform the Host and use In-Trip Support to complete the handover.
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Open the booking in the app to check the available checklist, return and trip records. Availability is case by case; view or download a record only when that option is shown in the app. If the vehicle was returned but the booking is still live, contact Support with return photographs, location and handover details so closure can be recorded.
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Yes. Return it to the original pickup location or the selected Home Delivery address. Returning it to an unauthorized location or another city can attract a total charge of Rs. 10,000.
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Complete the entire Drop-off Checklist and upload all required return photographs. For a non-KLE vehicle, enter the end-trip OTP and hand the key to the Host. For a KLE vehicle, place the key inside and lock the vehicle through the app; no end-trip OTP is required. Confirm that the booking shows as completed before leaving.
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Return the vehicle only to the original pickup location or confirmed Home Delivery address. An unauthorized-location or another-city return can attract a total charge of Rs. 10,000. If the original return point is inaccessible, keep the vehicle and key secure and contact In-Trip Support before leaving.
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Personal belongings left inside the vehicle are not covered. Report the item immediately, contact the Host through the booking and contact Support. Retrieval is handled case by case; do not assume the item can be recovered.
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Retry the failed page after checking the network, app version and permissions. Use the booking's available alternate action. If the feature still blocks payment, pickup, extension or return, contact Support with a screenshot and booking ID.
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The checkout bot supports Hindi, English and Hinglish. Ask about one issue at a time and select the relevant booking when prompted. If the bot or Help flow is unavailable, or the issue remains unresolved, contact Support from the relevant booking. For an urgent safety issue during an active trip, use In-Trip SOS.
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Open Booking Details and complete the blocker shown there: finish KYC, pay the security deposit displayed for the booking, or clear the outstanding balance. If the requirement is already completed but Start Trip remains blocked, contact Support with a screenshot and payment or verification details.
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Open the account or booking notice to view the recorded restriction and the action required. Complete the displayed verification or payment step. If no reason or resolution is shown, contact Support for an account review.
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You must be at least 18 years old, hold a valid full Indian driving licence and complete the required KYC to book and drive. A learner's licence is not accepted.
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KYC requires Aadhaar, a valid driving licence and a live photo selfie. Submit clear, current images that match the details on your profile.
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Open your KYC status to see the pending, rejected or expired item. Correct the displayed field and resubmit a clear Aadhaar, driving-licence or selfie image. If every item is complete but the status does not update, contact Support.
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Use a stable connection, allow camera and photo permissions, and upload clear, uncropped images with readable details. Retry the affected document or selfie. Contact Support if the upload still fails.
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Confirm that you can receive OTPs on your registered Indian mobile number, check the network, retry the OTP and update or reopen the app. If access still fails, contact Support without sharing your OTP.
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Check the network, force-close and reopen the app, install the latest version, restart the phone and confirm the required permissions. Do not clear evidence for an active trip. Use Support immediately when the issue blocks pickup, safety or secure return.
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Keep the vehicle and key secure. Restore the network or app, retry the required step and use In-Trip Support if the trip cannot be started or ended. Do not leave the vehicle until the app shows Trip Ended or Support confirms closure.
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Open the booking or Help section to view the available case, callback, refund or complaint status. Use the case ID and follow the next action shown. Contact Support when the status is missing or has not progressed as stated.
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Follow Zoomcar's official policies, rules and regulations rather than an informal conflicting instruction. Keep screenshots or messages and ask Support to record the policy-based direction for the booking.
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Report the Host, vehicle or service problem from the relevant booking and attach photographs, messages and trip details. For a completed trip, submit the report within seven days after the trip ends; use urgent Support immediately for an active safety problem.
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No. An Indian mobile number or SIM is required to register for and use Zoomcar.
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No. A foreign or international driving licence is not accepted for Guest booking. Use a valid Indian driving licence and an Indian mobile number.
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Download or open the Zoomcar app, enter your Indian mobile number and complete the OTP sign-in. Create or complete your profile and KYC before booking. The app is required to search, book, start and end a trip.
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Open Profile in the app and edit the fields that are available. For a registered mobile number, verified name or another locked identity field, contact Support and complete the requested verification.
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The Zoomcar app is required to complete the booking journey, including booking, verification, vehicle access, checklists and trip closure.
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Report rude or unprofessional behaviour through Help for the relevant booking. Include the case reference, date, channel and relevant messages without publishing anyone's personal information.
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Open the completed booking and use the available rating or review option to rate the Host and vehicle. Use Help instead when you need a policy, safety or charge investigation.
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Open the Zoomcar app, go to Booking Details, and locate the vehicle. The Pick-up Checklist becomes available 30 minutes before the scheduled start time. Inspect the vehicle inside and outside, record all pre-existing dents, scratches, damage, or operational issues, and upload clear photographs. Also verify the tyres, lights, horn, fuel level, odometer, and required vehicle documents. Complete the entire checklist before driving because an incomplete Pick-up Checklist invalidates Trip Protection.
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Contact the Host through Booking Details. If the Host remains unavailable or cannot provide the vehicle, report the issue through the booking assistance option. A replacement may be offered depending on vehicle availability. If the replacement costs less, the difference will be refunded. If it costs more, the Guest must pay the difference. The Guest may decline the replacement. If the replacement is declined or unavailable, the Guest will receive a full refund.
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Check Booking Details to identify the pending requirement. Complete the requested KYC or driving-licence verification and pay any applicable security deposit or outstanding balance through the app. If the verification or payment is already complete but the booking remains blocked, share the verification or payment reference through the booking assistance option.
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The booking can be modified until two hours before the scheduled start time. Open Manage Booking to view the available modifications and any price difference before confirming. Picking up the vehicle early or late without modifying the booking does not automatically change the original start or end time.
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Open Booking Details, select Manage Booking, and choose Cancel Booking. If you cancel six hours or less before the Original Start Time, the Booking Fee, Trip Protection Fee, and Delivery Fee will not be refunded. If you cancel more than six hours but less than 15 days before the Original Start Time, the cancellation fee will be 50% of the Booking Fee or Rs. 4,000, whichever is lower. The remaining Booking Fee and 50% of the Trip Protection Fee and Delivery Fee will be refunded. If you cancel 15 days or more before the Original Start Time, 100% of the Booking Fee, Trip Protection Fee, and Delivery Fee will be refunded. The Platform Fee is non-refundable in every cancellation window. Modifying the booking does not reset the Original Start Time used to calculate the cancellation window.
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You can add up to two Co-Drivers through the Zoomcar app. Each Co-Driver must have a Zoomcar account, accept the invitation, and complete driving-licence verification before picking up or driving the vehicle. An approved Co-Driver may pick up, start, and drive the vehicle. Driving by an unauthorized person invalidates Trip Protection.
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The vehicle location and navigation option are available in Booking Details after confirmation. Use the navigation option to reach the pickup point. If the location is incorrect or inaccessible, contact the Host before starting the trip and report the location issue through the booking assistance option if it remains unresolved.
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For a Keyless Entry vehicle, unlock the vehicle through the app; the physical key will normally be kept inside. For a non-Keyless Entry vehicle, the Host will hand over the key. If the key, OTP, or unlock option is unavailable or not working, do not force entry. Capture a screenshot of the error and inform the Host or use the booking assistance option.
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Record every issue in the Pick-up Checklist and upload clear photographs before driving. Do not start the trip if the vehicle is unsafe, materially different from the listing, or missing required documents. Report the issue through the booking before accepting or driving the vehicle.
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Do not start driving. Check the internet connection, reopen the app, take clear photographs of the vehicle, and capture a screenshot of the checklist error. Report the issue through the booking assistance option. Driving without completing the entire Pick-up Checklist invalidates Trip Protection.
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The selected delivery address, applicable charges, and available delivery details are shown in Booking Details. The Host delivers the vehicle to the selected address and collects it from the selected address after the trip. Keep your registered phone available around the scheduled delivery and collection times.
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Contact the Host first. If the delay continues, report it through the booking assistance option. Any adjustment to the booking time, compensation, or refund will be handled on a case-by-case basis. Do not start the trip until the vehicle has been handed over and the Pick-up Checklist has been completed.
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The delivery address can be changed until two hours before the scheduled booking start time. However, the Home Delivery option cannot be cancelled or removed separately from the vehicle booking.
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Yes. The vehicle must be returned to its original pickup location. For a Home Delivery booking, it must be returned to the selected delivery address for collection. Returning the vehicle to an unauthorized location or another city can attract a total charge of Rs. 10,000.
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Check the available vehicle information in Booking Details and verify the actual fuel level and odometer reading during pickup. Photograph the fuel gauge and odometer and record them in the Pick-up Checklist. For regular bookings, fuel and FASTag amounts are settled directly between the Guest and Host.
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Do not pay unauthorized booking-related or Platform charges outside the Zoomcar app. Direct settlement between the Guest and Host is permitted only for applicable fuel and FASTag amounts. Report any other payment request through the booking and retain the related messages or payment evidence.
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Open the relevant booking and select Help & Support or the available in-app assistance option. Share the booking ID, a clear description of the issue, and any relevant screenshots, photographs, or transaction details.
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Stop driving and move the vehicle to a safe location if possible. Tap In-Trip SOS in the Zoomcar app to contact Support and inform the Host immediately. You can also report the incident through the in-app chatbot. Upload clear photographs, pin the vehicle's location, describe the incident, and provide an alternate contact number. After the report is submitted, the team will review it and call you within 20 minutes with the next steps.
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Stop the vehicle in a safe location and do not continue driving if it is unsafe. Report the problem through In-Trip SOS and share the location, photographs, and a description of the issue. A replacement vehicle is not provided. If the breakdown was not caused by the Guest and the vehicle cannot continue the trip, an unused-time refund is calculated from the time the breakdown was reported until the scheduled booking end time.
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Request an extension through Manage Booking before the scheduled end time. Pay the applicable extended Booking Fee and proportional Trip Protection Fee to confirm the extension. If the extension is not successfully confirmed, the original booking end time continues to apply. Returning the vehicle after that time can attract a late-return charge of up to two times the hourly Booking Fee for every late hour.
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Complete the entire Drop-off Checklist and upload clear return photographs, including the vehicle's condition, fuel level, and final odometer reading. For a non-Keyless Entry vehicle, enter the end-trip OTP and hand the key to the Host. For a Keyless Entry vehicle, place the key inside and lock the vehicle through the app. Do not leave until the app confirms that the trip has ended. An incomplete Drop-off Checklist invalidates Trip Protection.
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For regular bookings, fuel and FASTag amounts are settled directly between the Guest and Host using the pickup and return records. All tolls, permits, interstate taxes, and state-entry charges incurred during the trip must be paid by the Guest.
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Inform the Host and Support immediately. Do not arrange an independent locksmith or attempt to force entry. Loss of the vehicle key attracts a Rs. 10,000 charge. Loss of the Registration Certificate card, car licence, or other vehicle documents also attracts a Rs. 10,000 charge.
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Keep the vehicle at the required return location and ensure that it and the key remain secure. Check the internet connection, reopen the app, and capture screenshots of the error and clear return photographs. Do not leave the vehicle or key unsecured. Inform the Host and report the issue through In-Trip Support. An incomplete Drop-off Checklist invalidates Trip Protection.
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You may return the vehicle before the scheduled end time, but no refund is provided for the unused booking time.
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A minor repair may be arranged only after approval when the issue is very minor, was not caused by the Guest, and the vehicle remains safe and drivable. Keep the invoice, payment receipt, photographs, and all other requested documents. Only the approved amount is eligible for reimbursement, and it will be processed within 24 hours after approval.
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Liability depends on the Trip Protection Plan selected for the booking and the circumstances of the incident. Trip Protection is invalid if either the Pick-up or Drop-off Checklist is incomplete or if an unauthorized person drives the vehicle. The final liability amount is assessed on a case-by-case basis.
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Submit clear photographs of the vehicle and damage, the incident location, a description of what happened, and the requested contact details. Whether an FIR or police report is required depends on the incident. When requested, the required police document must be submitted within 24 hours.
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Report the incident immediately through In-Trip SOS and inform the Host. Preserve the location and available evidence, including photographs or videos. Follow the police-reporting and documentation instructions provided for the incident. Liability and further action are determined on a case-by-case basis.
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Provide the available vehicle documents and immediately inform the Host and Support. The Guest is responsible for fines, detention, or release charges resulting from the Guest's traffic violation or unlawful use. The Host is responsible when the vehicle is detained because its documents, permits, or required vehicle compliance are invalid.
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Yes. A Co-Driver can be added through the app during the trip, subject to the maximum limit of two Co-Drivers. The person must have a Zoomcar account, accept the invitation, and complete driving-licence verification before driving. Driving by an unauthorized person invalidates Trip Protection.
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Interstate or outstation travel is subject to the territories and routes permitted for the booking. The Guest must pay all applicable tolls, permits, interstate taxes, and state-entry charges. The vehicle must not be used for commercial work, ridesharing, delivery work, racing, towing, illegal activity, or any other prohibited purpose. Any booking-specific travel restriction is handled according to the applicable route and vehicle requirements.
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No. The vehicle must be returned to the original pickup or Home Delivery location. Returning it to an unauthorized location or another city attracts a total charge of Rs. 10,000.
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All tolls, FASTag amounts, permits, interstate taxes, and state-entry charges are paid by the Guest and settled directly between the Guest and Host.
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Doorstep collection after an extension is handled on a case-by-case basis, particularly when the booking is extended close to its scheduled end time. The Home Delivery Fee is not refunded.
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Take the vehicle to the original return location and complete the Drop-off Checklist and return photographs. Keep the vehicle and key secure and do not leave them unattended. For a Keyless Entry vehicle, place the key inside and lock it through the app. For a non-Keyless Entry vehicle, inform the Host and use In-Trip Support to complete the handover.
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The security deposit will be released within 24 hours after the trip is completed. Challans, vehicle-damage charges, and other outstanding dues may be deducted before release. ZCash and Zcredits refunds are credited within 2 hours after release, while refunds to other payment methods may take 7-10 working days. A valid charge may still be raised after the deposit is released; if this happens, it will appear as an outstanding balance.
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The final invoice is available against the completed booking. The exact invoice view and charge breakdown are booking-specific and depend on the charges applicable to that trip.
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Damage charges are assessed using the trip records and supporting details available to the review team. Maximum liability depends on the Trip Protection Plan selected for the booking. Damage dues may be deducted from the security deposit, and an amount exceeding the deposit will become an outstanding balance. An incomplete Pick-up or Drop-off Checklist invalidates Trip Protection. A damage charge must be disputed within seven days.
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Excess kilometres are calculated using the difference between the final and starting odometer readings after deducting the kilometre allowance included in the booking. The applicable per-kilometre rate is the rate shown for that booking. For regular bookings, fuel and FASTag amounts are settled directly between the Guest and Host. Tolls, permits, interstate taxes, and state-entry charges are paid by the Guest.
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An approved unused-time refund or minor-repair reimbursement will be processed within 24 hours after approval. Repair expenses must be supported by the required invoice, payment proof, photographs, and other requested documents.
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Yes. A GST invoice is available. GST details cannot be added or corrected after the trip is completed. Any issue involving personal details is handled on a case-by-case basis.
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An outstanding balance may include damage charges, challans, late-return charges, excess-kilometre charges, or other unpaid dues. It must be paid immediately. An unpaid balance may prevent the Guest from making another booking.
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Compare the payment entries with the final invoice to confirm whether the amount is an applicable charge or a duplicate payment. If the same charge was collected twice, raise a payment dispute using both transaction references and the relevant payment records.
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Compare the starting and final odometer readings with the photographs submitted during the Pick-up and Drop-off Checklists. If the calculation does not match those records, submit the photographs and booking details for review.
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Compare the fuel-gauge photographs and readings recorded at pickup and return. For regular bookings, the applicable fuel amount is settled directly between the Guest and Host using these records.
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Compare the charge with the trip route, date, time, and available FASTag records. Share the relevant transaction details when disputing an incorrect or duplicate charge. FASTag and toll amounts for regular and B2B bookings are settled directly between the Guest and Host.
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If the breakdown was not caused by the Guest and the vehicle could not continue the trip, the Guest is eligible for an unused-time refund calculated from the time the breakdown was reported until the scheduled booking end time. A replacement vehicle is not provided.
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No. The vehicle may be returned before the scheduled end time, but no refund is provided for the unused booking time.
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An unused-time refund is not provided when the trip ends because of an accident, damage caused by the Guest, prohibited vehicle use, or another Guest-attributable incident.
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Traffic and parking challans incurred during the booking are payable by the Guest. Loss of the vehicle key attracts a Rs. 10,000 charge. Loss of the Registration Certificate card, car licence, or other vehicle documents attracts a Rs. 10,000 charge. Returning the vehicle to an unauthorized location or another city attracts a total charge of Rs. 10,000. Cleaning and smoking issues are handled case by case and settled between the Guest and Host.
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The records available after completion are booking-specific. Any available Pick-up Checklist, Drop-off Checklist, photographs, timestamps, and trip details can be viewed against the completed booking.
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Report the missing item immediately and contact the Host to arrange retrieval. Neither Zoomcar nor the Host is responsible for belongings left inside the vehicle, and no retrieval fee applies.
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Yes. The Guest can report the Host and vehicle within seven days after the trip is completed.
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An eligible refund will be initiated within two hours after cancellation. ZCash and Zcredits refunds will be credited within two hours, while refunds to other payment methods may take 7-10 working days after initiation. The refund will be returned only to the original payment method.
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A replacement vehicle may be offered depending on availability. If the replacement costs less, the difference will be refunded. If it costs more, the Guest must pay the difference. The Guest may decline the replacement. If the replacement is declined or no replacement is available, the Guest will receive a full refund.
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If the booking is cancelled six hours or less before the Original Start Time, the Booking Fee, Trip Protection Fee, and Delivery Fee will not be refunded. If it is cancelled more than six hours but less than 15 days before the Original Start Time, the cancellation fee will be 50% of the Booking Fee or Rs. 4,000, whichever is lower. The remaining Booking Fee and 50% of the Trip Protection Fee and Delivery Fee will be refunded. If the booking is cancelled 15 days or more before the Original Start Time, 100% of the Booking Fee, Trip Protection Fee, and Delivery Fee will be refunded. The Platform Fee is non-refundable for every Guest-initiated cancellation.
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The security deposit will be released within 24 hours after the booking is cancelled.
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Yes. Eligible Zoom Cash, Zoom Credits, and promotional vouchers used for the cancelled booking will be restored within two hours after cancellation.
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The cancellation fee is calculated using the Original Start Time confirmed when the booking was first created. Modifying the booking does not reset the cancellation windows.
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A partial refund may result from the cancellation window that applied to the booking. The Platform Fee is non-refundable for every Guest-initiated cancellation. When cancellation happens more than six hours but less than 15 days before the Original Start Time, the applicable cancellation fee is deducted, and only 50% of the Trip Protection Fee and Delivery Fee is refunded.
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After the refund is initiated, allow 7-10 working days for the bank to credit it. If the status shows "Completed" but the amount is not received within this timeline, contact your bank and Zoomcar Support with the booking and transaction details.
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Each eligible refund amount is returned only to the original payment method used for that part of the booking. A refund cannot be redirected to another account or payment method.
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Wait for the refund to be initiated and allow the applicable bank-processing time. If the refund cannot be received through the original payment method, contact the bank associated with that payment method and Zoomcar Support with the booking and refund details.
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No special waiver applies automatically. The normal cancellation policy and the applicable cancellation window will determine the refund.
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No. A cancelled booking cannot be restored. The Guest must create a new booking, and the price shown while making the new booking will apply. The price or offer from the cancelled booking will not automatically carry over.
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For a Guest-initiated cancellation, the Home Delivery Fee follows the applicable cancellation window: no refund when cancelled six hours or less before the Original Start Time, a 50% refund when cancelled more than six hours but less than 15 days before the Original Start Time, and a 100% refund when cancelled 15 days or more before the Original Start Time. A full refund applies when the Host cancels and the Guest declines the replacement or no replacement is available.
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The cancellation reason, cancellation fee, or refund amount must be disputed within seven days.
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Open the cancelled booking and select Help & Support or the available in-app assistance option. Share the booking ID, cancellation details, refund status, and any relevant payment or transaction references.
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Occasionally, a Host may be unable to provide the original vehicle due to unforeseen circumstances, maintenance issues, emergencies or previous bookings running late. To ensure your trip plans are not interrupted, we provide alternative vehicle options for you to choose from.
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If you don't choose a replacement car yourself, our system will automatically select the best available option for you so your plans aren't delayed. Depending on how soon your trip starts, you'll have between 15 to 60 minutes to pick a car on your own before auto-allocation kicks in.
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If the new car costs less: The excess amount will be refunded directly to your original payment method. If the new car costs more: You will be offered a discount. You will need to pay the remaining price difference after accounting for the discount.
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Yes. You are under no obligation to accept an alternative or auto-allocated vehicle. You can decline the replacement and cancel your booking to receive a 100% full refund.
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We initiate all refunds within 2 hours of cancellation. Once initiated: ZCash & ZCredits: Credited to your wallet within 2 hours. UPI, Cards & Net Banking: Reflected in your bank account within 7–10 working days.
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Auto-allocation works strictly on your original booking parameters, so a replacement car matching your original preferences (including Home Delivery) will automatically be assigned to you.
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If the automatically assigned car does not meet your preferences, you can choose an alternate car from available options. If you choose to cancel the booking altogether, you will receive a full refund.
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