Policy

2X Reimbursement Policy

If a GrEL vehicle fails to arrive or arrives significantly late on a confirmed booking, you get twice the booking fare back — a full refund, plus an equal value in promotional coupons.

Last updated: 14 Aug, 2026

What is the GrEL 2X Reimbursement Promise?

At GrEL, we believe that reliability is fundamental to every ride. If a confirmed GrEL booking qualifies under our No-Show or Delayed Pickup policy, the customer will be eligible for 2X reimbursement on the booking fare.

›100% of the booking fare will be refunded to the original payment method.
›An additional 100% of the booking fare will be provided through GrEL promotional coupons.
›The promotional amount will be issued as two separate coupons, each equivalent to 50% of the original booking fare.

Eligibility

The 2X Reimbursement Promise applies to bookings that meet all of the following conditions:

›Confirmed bookings made through the official GrEL application.
›Eligible City, Airport and other rides covered under the applicable service category.
›Bookings where the customer has complied with the pickup and booking requirements.
›Cases where the GrEL vehicle fails to arrive or arrives significantly late, as defined below.

What qualifies as a No-Show?

›The assigned GrEL vehicle does not reach the customer's designated pickup location.
›GrEL is unable to provide the ride.
›The booking is subsequently cancelled by GrEL/its booking team due to the vehicle's failure to arrive.

What qualifies as a Delayed Pickup?

›The GrEL vehicle reaches the designated pickup location more than 30 minutes after the scheduled pickup time.
›The delay will be calculated based on the scheduled pickup time and the actual arrival time of the assigned vehicle.

When does the 2X Reimbursement NOT apply?

Customer-related delays

The GrEL vehicle arrives within the applicable time window, but the customer does not board within the permitted waiting period; or the customer is unavailable or unreachable at the pickup location.

Incorrect booking information

Incorrect pickup address/location, incorrect or inaccessible GPS pin, or incorrect destination/other information that affects the trip.

Customer cancellation

The customer voluntarily cancels the booking. Cancellation charges will be governed by GrEL's applicable cancellation policy.

Force Majeure / Events Beyond GrEL's Control

Severe weather, monsoon-related waterlogging, flooding, sudden road closures, traffic restrictions, government/VIP movement restrictions, public strikes or protests, major accidents causing road blockages, or other events beyond GrEL's reasonable control.

How will the 2X reimbursement be provided?

1X — Refund

100% of the eligible booking fare will be refunded to the customer's original payment method.

+1X — Promotional Benefit

An additional 100% of the eligible booking fare will be provided through two GrEL promotional coupons, each worth 50% of the original booking fare.

Example

Booking fare ₹1,000

Refund to original payment method₹1,000
Promo Code 1₹500
Promo Code 2₹500

Total customer benefit₹2,000

Promotional Coupon Terms

›The promotional coupons are non-transferable and cannot be exchanged for cash.
›They cannot be redeemed against the original booking.
›They can be used only for eligible future GrEL rides.
›They may have a validity period specified at the time of issuance.
›They cannot be clubbed with other promotional offers unless specifically permitted.
›Each coupon can be used only once.
›Unused promotional value will not be refunded or converted into cash.

Claim Process

If reimbursement is not automatically processed, the customer may raise a ticket through the Help & Support section of the GrEL application.

›Claims should be raised within 24 hours of the scheduled pickup time.
›GrEL may review booking records, GPS data, driver information, call records and other relevant operational information before approving a claim.

Processing Timeline

Promotional coupons

Generally credited within 24 hours.

Refunds to original payment method

May take 3–5 business days, depending on the customer's bank/payment provider.

GrEL's Right to Review Claims

›Each reimbursement claim will be reviewed based on the actual circumstances of the booking.
›GrEL reserves the right to reject claims where the booking does not meet the eligibility criteria or where the delay/no-show resulted from customer actions, incorrect information, force majeure, or other circumstances excluded under this policy.
›GrEL's decision following an operational review will be considered final for the purpose of this reimbursement offer.

Policy Modification

GrEL reserves the right to modify, suspend or discontinue the 2X Reimbursement Promise at its discretion. Any changes will be communicated through the GrEL application or other official communication channels.