Refund Policy | Green SM

1. Refund Eligibility: Users may be eligible for a refund in the following cases: (a) Technical errors arising from Green SM’s system resulting in incorrect fare calculation compared to the pricing policy publicly announced at the time the service is used; or (b) Issues relating to Green SM’s vehicle that cause the trip to be unable to continue or be completed as planned, requiring the User to use alternative transportation for travel; or (c) Other cases under programs or policies announced by Green SM from time to time and in compliance with applicable laws. For clarity, refund eligibility shall be subject to verification of the claim, trip records, payment status and applicable policies. Refunds may not apply in cases involving force majeure events, acts or omissions of the User, or circumstances beyond Green SM’s reasonable control. Additionally, any third‑party or statutory charges—including but not limited to toll fees, municipal taxes (such as MCD or other local levies), airport entry or usage fees, parking charges, and applicable government-imposed taxes or surcharges shall be excluded from the scope of refunds. 2. Refund Process (a) The User shall submit a refund request preferably within twenty-four (24) hours from the completion of the trip through one of the following channels: (i) “Help Center – Trip Support” on the Green SM Application; (ii) Green SM Customer Service Hotline; (iii) Email: support.in@greensm.com; or (iv) Other channels as announced by Green SM from time to time in compliance with applicable laws. (b) Within a maximum of five (05) working days from receipt of the refund request, Green SM may coordinate with relevant departments and/or third-party partners to review and verify the request. Where necessary, Green SM may request the User to provide additional information or supporting documents for verification purposes. (c) Upon completion of the review and verification process: a. If the refund request is approved, Green SM shall notify the User to confirm the relevant refund information and process the refund within five (05) working days from the date the refund request is confirmed as valid. For refunds made to bank accounts, credit cards, or debit cards, the actual receipt time may depend on the processing timeline of the relevant bank or card issuer; b. if the refund request is rejected, Green SM shall notify the User of the result and the User may reach out for further assistance as per Green SM’s grievance redressal mechanism. 3. Refund Methods (a) Green SM may process refunds to the User through one of the following methods: a. Refunding to the original payment method used by the User for the transaction; b. Transferring funds to the User’s bank account, credit card, debit card, or e-wallet as provided by the User; c. Issuing vouchers to the User’s Green SM account subject to the User’s agreement; or d. Other methods as mutually agreed between Green SM and the User in accordance with applicable laws. (b) Green SM reserves the right to decline, withhold or reverse refunds in cases involving suspected fraud, abuse, misuse of promotional schemes, duplicate claims, payment reversals or violations of applicable policies or law.