Wallet & Payment Policy
Last updated: 10 May, 2026
This policy governs all financial transactions, including credit storage, ride earnings, payouts, and refunds within the Sivido ecosystem.
1. WALLET USAGE & CREDITS
The Sivido Wallet serves as a digital escrow for both Customers and Chauffeurs to ensure seamless ride completion.
For Chauffeurs:
All earnings from completed rides (minus platform commissions) are instantly credited to the Chauffeur’s Wallet. Chauffeurs can view their Total Balance and Withdrawable Balance in real time.
For Customers:
Customers can load funds via the integrated payment gateway to pay for rides. Wallet credits are non-transferable to other users.
Validity:
Wallet credits do not expire as long as the account remains active. If an account is deactivated due to policy violations, the remaining balance will be handled as per the Payout Cycles section below.
2. PAYOUT CYCLES (CHAUFFEUR WITHDRAWALS)
We ensure chauffeurs have predictable access to their earnings.
- Withdrawal Method:Chauffeurs must link a verified bank account or UPI ID to their profile.
- Payout Schedule:
- Standard Payouts: Processed every Tuesday and Friday
- Minimum Threshold: A minimum wallet balance of ₹500 is required to initiate a withdrawal
- Processing Time:Once initiated, payouts may take 1–3 business days to reflect in the chauffeur’s bank account, depending on the banking institution.
- Verification Hold:For new chauffeurs, the first payout is subject to a 7-day security hold to ensure service quality and successful document verification.
3. TRANSACTION FEES & COMMISSIONS
Transparency is our priority. Sivido operates on a commission-based model to maintain the platform and provide operational coverage.
| Fee Type | Amount | Description |
|---|---|---|
| Admin Commission | e.g., 15% | Deducted from the total ride fare before crediting the Chauffeur Wallet |
| Gateway Fee | e.g., 2% | Processing fee charged by the payment gateway (applied to deposits) |
| Taxes | As per law | Applicable GST / VAT / TDS added or deducted as per government regulations |
Note: Chauffeurs will always see their Net Earnings (Total Fare − Commission) before accepting a ride request to ensure complete transparency.
4. REFUND & CANCELLATION POLICY
To protect both Customers and Chauffeurs, refunds and cancellations are governed by the following conditions.
Customer Refund Eligibility
Chauffeur No-Show:
If a chauffeur accepts a ride but fails to arrive at the pickup location, a 100% refund is issued to the customer’s wallet immediately.
Technical Issues:
In case of double charges due to payment gateway errors, the excess amount is refunded to the original payment source within 5–7 business days.
Safety / Quality Concerns:
If a ride is terminated early due to chauffeur misconduct, a partial or full refund may be issued after investigation by the Admin.
Cancellation Fees
Customer Cancellation:
If a customer cancels after the chauffeur has reached the pickup location, a waiting/cancellation fee may be deducted and paid to the chauffeur.
Chauffeur Cancellation:
Chauffeurs who frequently cancel rides after acceptance may be charged a penalty fee deducted from their wallet to compensate for platform disruption.