Introduction

At PILOT MOBILITY PRIVATE LIMITED ("Pilot", "Pilot Mobility", "we", "us", or "our"), we strive to provide a structured and seamless driving learning experience.

This Cancellation & Refund Policy outlines the terms governing cancellations and refunds for services booked through the Pilot - Learn Car Driving App, Pilot Instructor App, and the website https://pilotnow.in (collectively referred to as the "Platform").

By purchasing any service or training package through the Platform, you agree to be bound by the terms of this policy.

1) Package-Based Policy

Pilot provides structured driving training packages. Individual sessions within a package are not sold separately, and therefore refunds for individual sessions are not permitted.

Learners may request cancellation of a purchased package by clicking on the "Cancel Package" button available in the Package Session Details section within the App or by sending an email to support@pilotnow.in.

All cancellation requests are subject to review and verification, including confirmation of the number of sessions completed and services already utilized.

2) Refund Calculation Logic

If a cancellation request is approved, refund eligibility will be determined based on several factors, including:

• Number of driving sessions already completed.
• Services already utilized under the purchased package.
• The stage of any license assistance or RTO coordination services that may have been initiated.
• If eligible, the refund will be calculated based on the value of unused sessions remaining in the purchased package (pro-rata basis).
• Pilot reserves the right to deduct a flat administrative or processing fee and applicable payment gateway or transaction charges processed through Razorpay from the total refund amount.
• If license assistance services such as RTO coordination or documentation processing have already been initiated, the associated service fee may be partially or fully non-refundable depending on the stage of the process.

3) Non-Refundable Components

Refunds will not be issued for the following:

• Any driving session that has already been conducted and verified through OTP verification on the Platform.
• Any statutory fees, government charges, or payments made to Regional Transport Offices (RTOs), government departments, or other statutory authorities are strictly non-refundable.
• Such government fees are processed directly by authorities, and Pilot does not control or process these amounts once paid.
• If a package was purchased using a promotional coupon or discount, the refund will only reflect the actual amount paid by the learner, not the original package price.

4) Refund Processing & Timelines

Approved refunds will be credited only to the original source of payment, including bank account, UPI, debit card, or credit card.

• Payments are processed using Razorpay or other authorized payment partners, and refunds will be initiated through the same gateway.
• If approved, refunds are generally processed within 7 days, subject to banking and payment gateway timelines.
• Actual credit timelines may vary depending on bank processing cycles, payment gateway processing timelines (including Razorpay), and government or public holidays.

5) Denial of Refund

Pilot reserves the right to deny or reject refund requests in the following situations:

• If the learner's account has been suspended or terminated due to misconduct or violation of the Platform's Terms & Conditions.
• If the learner repeatedly fails to attend scheduled sessions without prior notice.
• If a refund request is found to be fraudulent, abusive, or intended to misuse the Platform's policies.

6) Force Majeure (Service Disruptions)

Pilot shall not be held responsible for delays, interruptions, or inability to conduct sessions due to circumstances beyond reasonable control, including:

• Natural disasters such as heavy rain, floods, or extreme weather conditions.
• Government restrictions, lockdowns, or regulatory changes.
• Strikes, bandhs, or civil unrest.
• Major network or technical outages.
• In such situations, sessions may be rescheduled instead of refunded depending on the circumstances.

7) Contact & Support

If you have any questions, concerns, or disputes regarding cancellations or refunds, please contact our support team: