Last Updated: 20 June 2025
Last Updated: 6 October 2026
SASA aims to provide a fair and transparent cancellation and refund process for both passengers and drivers. This Policy should be read together with SASA's Terms of Service and other applicable policies.
A passenger may cancel a ride at any time before a driver has been assigned.
No cancellation fee will be charged.
If any amount has already been collected, the eligible amount will be refunded to the original payment method.
SASA provides a 1-minute grace period after driver assignment.
If the passenger cancels within this period:
No cancellation fee will be charged; and
Any eligible prepaid amount will be refunded.
If a passenger cancels after the grace period without a valid reason, a cancellation fee may be charged.
The cancellation fee will be:
10% of the fare shown for the booked ride, subject to a maximum of ₹100, or such other amount as may be required or permitted under applicable law.
The applicable cancellation fee will be shown to the passenger in the App before or at the time of cancellation, wherever technically practicable.
Any cancellation amount collected will be dealt with between SASA and the driver in accordance with applicable Chandigarh rules.
No cancellation fee will be charged where the passenger cancels for a valid reason, including where:
the driver does not arrive within the estimated arrival time or applicable delay period shown in the App;
the driver or vehicle does not match the details displayed in the SASA App;
the driver asks or pressures the passenger to cancel the ride;
the driver refuses to undertake the booked ride without a valid reason;
the driver demands a fare or payment outside the amount or payment arrangement shown in the App;
the vehicle appears unsafe or unsuitable for the booked ride;
the passenger reasonably believes that continuing with the ride may create a safety or security risk;
a duplicate or incorrect booking occurs because of an App or system error;
SASA or the driver is unable to provide the booked service; or
a sudden medical or other genuine emergency prevents the passenger from taking the ride.
SASA may review the circumstances of a cancellation and may request reasonable information where necessary to determine whether the cancellation qualifies for exemption from the cancellation fee.
If the assigned driver:
fails to arrive within the applicable arrival or waiting period;
does not proceed reasonably toward the pickup location;
does not arrive at the pickup location;
asks the passenger to cancel without a valid reason; or
is otherwise unable to provide the booked ride,
the passenger may cancel without a cancellation charge.
Where the ride was prepaid, the eligible amount will be refunded to the original payment method.
A passenger will not be charged merely because an assigned driver cancels the ride.
If the driver cancels after accepting a ride without a valid reason, SASA may impose a penalty on the driver in accordance with applicable Chandigarh rules.
Such penalty may be 10% of the applicable fare, subject to a maximum of ₹100, as permitted or required by applicable law.
Where the passenger has prepaid for the ride, the eligible amount will be refunded.
A driver may cancel without penalty where there is a genuine and reasonable reason, including:
a sudden medical emergency;
vehicle breakdown or mechanical/electrical failure;
an accident or other unexpected safety issue;
a road closure, police restriction or condition making the pickup inaccessible or unlawful;
the passenger requests an unlawful or unsafe service;
the passenger behaves in a threatening, abusive or unsafe manner;
the number of passengers exceeds the lawful or permitted seating capacity of the vehicle;
the passenger cannot be located or does not appear after the applicable waiting period communicated through the App; or
another genuine safety, legal or operational reason accepted by SASA.
SASA reserves the right to review driver cancellations and take appropriate action where cancellations are excessive, unjustified or contrary to SASA policies.
A passenger may be eligible for a full or partial refund where:
a prepaid ride is cancelled under a cancellation-free condition;
the driver cancels the ride;
the booked ride is not provided;
the passenger is charged more than once for the same ride;
an incorrect amount is charged because of a technical or billing error;
a cancellation fee is incorrectly applied;
a ride is terminated because of a driver, vehicle or SASA-related service issue; or
SASA determines after review that a refund is appropriate.
Dissatisfaction with a completed ride does not automatically entitle a passenger to a full refund. SASA may investigate the complaint and determine whether a full refund, partial refund, adjustment or other remedy is appropriate.
Nothing in this Policy limits any refund or remedy that a passenger may be entitled to under applicable law.
Eligible refunds will normally be returned to the original payment method used for the transaction.
For cancellations that are automatically determined to be eligible, SASA will aim to initiate the refund as soon as possible, and where technically possible, within approximately 2 minutes.
The time at which SASA initiates a refund is different from the time at which the refunded amount appears in the passenger's bank account, card, UPI account, wallet or other payment method.
Depending on the bank, card issuer, payment gateway or wallet provider, the amount may take approximately 3–7 business days, or such other period determined by the payment service provider, to appear.
SASA cannot control processing times imposed by banks or third-party payment providers after a refund has been successfully initiated.
Where a transaction is only temporarily authorized or placed on hold and has not actually been settled, the amount may be released by the bank or payment provider rather than appearing as a separate refund transaction.
If a passenger believes that a cancellation fee has been charged incorrectly, the passenger may submit a request through the SASA App or contact SASA Customer Support.
SASA will review available information, which may include:
GPS and trip information;
driver location and movement;
estimated arrival time;
cancellation time and reason;
communications associated with the ride; and
other relevant booking information.
If SASA determines that the cancellation fee was incorrectly charged, the charge will be reversed or refunded.
SASA may take reasonable action where there is evidence of repeated or intentional misuse of the cancellation or refund process, including fraudulent refund requests or manipulation of bookings.
Such action may include:
warning the user;
restricting certain account features;
suspending the account; or
taking other action permitted under SASA's Terms of Service and applicable law.
No restriction will be imposed merely because a passenger has legitimately exercised a right to cancel, request a refund or make a complaint.
For questions regarding a cancellation, charge or refund, passengers may first contact SASA Customer Support.
Customer Support Phone:
+91-9041587389
Support Email:
support@sasainnovations.com
If the matter remains unresolved, a grievance may be submitted to:
Grievance Officer:
Gursewak Singh Brar
Grievance Email:
grievance@sasainnovations.com
SASA will handle complaints and grievances in accordance with applicable laws and regulatory requirements.
This Policy is intended to operate in accordance with the Chandigarh Administration Motor Vehicles Aggregators Rules, 2025, the Motor Vehicles Act, 1988, applicable consumer protection laws and other applicable laws and regulations.
If any provision of this Policy conflicts with a mandatory requirement of applicable law or a direction issued by the competent authority, that legal requirement or direction will prevail.
SASA may amend this Policy from time to time to reflect changes in law, regulatory requirements or its services.
This Policy may be made available in Hindi, Punjabi or other languages for convenience and accessibility.
The English version is the original and controlling version. If there is any inconsistency, ambiguity or difference in interpretation between the English version and a translated version, the English version will prevail to the extent permitted by applicable law.
SASA EXPRESS INDIA PRIVATE LIMITED
Your Safety. Your Ride. Your Innovation.