Refund Policy

Upon successful payment, you will receive a booking confirmation via email and within the Newtra app. Please check your spam/junk folder if you do not receive the confirmation email within 10 minutes of payment. The booking confirmation constitutes proof of your transaction.

For corporate users, confirmations are also visible in the company administrator's dashboard. Please retain your booking reference number for all future correspondence.

Ride Plans (Monthly/Daily Pass):

Once activated, passes cannot be cancelled or refunded. Plans automatically expire at the end of the subscribed period.

Event Bookings:

Cancellations made 7 or more days before the event date: 100% refund.

Cancellations made 3–6 days before the event date: 50% refund.

Cancellations made less than 3 days before the event date: No refund.

Wallet Top-ups:

Unused wallet balance may be refunded within 30 days of the top-up at the user's request.

If Newtra cancels a confirmed event booking or subscription plan due to operational or technical reasons, a full refund will be issued within 5–7 business days to your original payment method.

In cases of force majeure (natural disasters, government restrictions, etc.), Newtra may offer service credits in lieu of cash refunds. Users will be notified at least 24 hours in advance wherever possible.

You are eligible for a refund under the following circumstances:

• Duplicate payments made for the same transaction

• Payments debited but service not activated (technical failure)

• Event bookings cancelled within the eligible cancellation window

• Wallet top-up refunds requested within 30 days

• Service cancellation by Newtra

Refund requests must be submitted within 60 days of the original transaction. Requests submitted after this period will not be processed.

Certain corporate and enterprise plans may require a refundable security deposit at onboarding. The deposit is fully refunded upon termination of the service agreement, provided:

• All outstanding dues have been cleared

• All company-issued access credentials have been deactivated

• No bikes or docking hardware are damaged, missing, or unaccounted for

Security deposit refunds are processed within 14 business days of the official termination date.

Approved refunds are credited back to the original payment method within the following timelines:

• UPI / Wallet: 1–3 business days

• Credit / Debit Card: 5–7 business days

• Net Banking: 3–5 business days

• Newtra Wallet Credits: Instant

Processing times are subject to your bank's internal policies and may vary. If a refund is not received within 10 business days, please contact us at hello@newtra.in with your transaction reference.

The following are non-refundable under any circumstances:

• Activated daily or monthly ride passes

• Rides already completed (per-ride charges)

• Charges for bicycle damage caused by the user

• Convenience fees and payment gateway charges

• Platform fees for corporate plan setup

• Promotional or discounted purchases clearly marked as non-refundable

If you believe a charge was made in error or have a dispute regarding a refund:

1. Contact our support team at hello@newtra.in with the subject line "Refund Dispute"

2. Include your booking reference, transaction ID, and a brief description

3. Our team will acknowledge your query within 24 hours and resolve it within 7 business days

If the dispute is not resolved to your satisfaction, you may escalate to our Grievance Officer. Unresolved disputes may be referred to a neutral arbitration process under the laws of India.

For all refund-related queries:

Email: hello@newtra.in (Subject: Refund Request — [Your Transaction ID])

Phone: +91 98765 43210

Support Hours: Monday to Saturday, 9 AM – 6 PM IST

Company Address:

Project-R Mobility Private Limited

Hyderabad, Telangana, India

Last Updated: January 2025