Cancellations, Fees & Refunds
Exactly what a ride costs, who pays whom, what happens when a ride is cancelled, and how the platform fee owed to My Pillion is settled.
Last updated: 29 July 20261. Two separate payments
The trip share is paid by the pillion directly to the rider over UPI. My Pillion never touches this money.
The platform fee is a small amount the rider owes My Pillion for a ride that completed and was paid for. This is our only revenue.
2. How the trip share is calculated
The trip share is a contribution towards the running cost of the journey, based on the distance and duration of the segment actually shared:
| Component | Two-wheeler | Four-wheeler |
|---|---|---|
| Base | ₹10 | ₹20 |
| Per kilometre | ₹1.50 | |
| Per minute | ₹0.50 | |
A pillion joining part way along a rider's route pays only for their own segment, measured between the boarding and alighting points snapped onto the rider's route. If the rider takes a detour to collect you, the additional distance and time are included. There is no surge pricing, no peak multiplier and no commission taken out of the share.
The amount is shown to both people before the ride is accepted. It does not change afterwards unless the route itself changes by agreement.
3. Paying the trip share
At the end of the ride the app opens your own UPI application with the rider's UPI ID and the amount already filled in. You approve the payment in your UPI app; the money goes straight from your bank to the rider's. Both sides then acknowledge in My Pillion that the payment was made, which closes the ride.
Cash is a matter between the two of you. If you settle in cash, still acknowledge it in the app so the ride closes correctly.
4. Cancellations
| When | What happens |
|---|---|
| Pillion cancels before the rider accepts | Nothing is owed by anyone. The request simply disappears. |
| Either side cancels after matching but before boarding | No trip share is due and no platform fee is charged. Repeated late cancellations affect your rating and may restrict your account. |
| Rider does not arrive | Cancel in the app and report it. Nothing is owed. The rider's rating and standing are affected. |
| Pillion does not show up at the boarding point | The rider can cancel after waiting. No trip share is due and no platform fee is charged, since the ride never started. |
| Ride ends early by agreement | Settle a fair amount for the distance actually covered, directly between yourselves, and acknowledge it in the app. |
There is no cancellation charge on My Pillion. Because no money is collected up front, there is nothing to refund when a ride is cancelled.
5. Refunds on the trip share
My Pillion does not process, hold or route the trip share, so we cannot issue a refund on it. If a payment was sent in error, in the wrong amount, or to the wrong person:
- Raise it directly with the other user through in-app chat first. Most cases are a simple mistake and are returned straight away.
- If that fails, contact us at admin@mypillion.co.in with the booking details. We can share the ride record, contact the other user, and act against them where there has been misuse.
- For a UPI transaction dispute, raise a complaint with your own bank or UPI app. Unresolved UPI complaints can be escalated to the NPCI grievance process and then to the RBI Ombudsman.
6. The platform fee
My Pillion charges the rider a flat fee per successfully completed ride:
| Vehicle | Platform fee per completed ride |
|---|---|
| Two-wheeler | ₹5 |
| Four-wheeler | ₹15 |
Pillions pay no platform fee. There is no subscription, no joining fee and no listing charge.
6.1 When the fee is charged
The fee is charged only when a ride is both completed and acknowledged as paid. This means:
- A cancelled ride costs the rider nothing.
- A ride that never started costs the rider nothing.
- A completed ride the pillion never paid for costs the rider nothing.
The rider is never out of pocket for a ride they were not paid for.
6.2 Settling what you owe
Fees accrue to a running balance shown on the platform fees screen in the app. You are not billed after every ride; you clear the balance when it suits you, over UPI, from that screen.
Once your outstanding dues reach ₹100, you stop receiving new ride requests until the balance is cleared. Clearing it restores your account immediately. The balance is maintained on our servers and cannot be altered from the app.
6.3 Refunds on the platform fee
If a platform fee was charged for a ride that did not happen, was cancelled, or was never paid for, that is an error on our side. Write to admin@mypillion.co.in with the booking details. We verify against the ride record and, where the charge was wrong, credit it back to your ledger within 7 working days. If you have already paid the balance and are due money back, we return it to the UPI account you paid from within 7 to 10 working days.
7. Taxes
Platform fee amounts are stated inclusive of any applicable taxes. Where tax invoicing becomes applicable to us, invoices will be made available in the app. The trip share is a cost contribution between two private individuals and is not a supply made by My Pillion.
8. Raising a billing complaint
Contact us at admin@mypillion.co.in or +91 76589 99944 with your registered mobile number and the booking concerned. We acknowledge within 24 hours and resolve within 15 days. Escalation details are on our contact page.