Help centre
How can we help?
Search, or pick a topic. For anything about a trip that already happened, opening that trip under Trips reaches us faster — it already knows which ride you mean.
Rides
How do I book a ride on the web?
Sign in, set a pickup and a destination on the map, and every available category is quoted for your route. Choose one and confirm.
How do I cancel, and will I be charged?
Open the ride and choose cancel. Whether a fee applies — and how much — is a rule configured per city and applied on the server; whatever applies to your trip is shown to you at the moment you cancel, never discovered afterwards.
Can I add a stop?
You can note a stop when you start a booking from the website. The fare you are quoted is always for the route the server calculates, so a changed route means a re-quote rather than a silent adjustment.
Why does Chale say my destination is outside the service area?
Each city has a drawn service area and its own routing. If one end of your trip falls outside it, Chale says so instead of quoting a long-distance fare it cannot honour.
Auto
How many people can travel in an auto?
The auto category is configured for up to three seats. The seat count shown at booking is the one your city is configured with.
Do I still have to negotiate the fare?
No. The fare is calculated on the server and shown in full before you book. If a captain asks for more than the app shows, report it from the trip.
Bike
Can two people ride on one bike booking?
No — the bike category is a single pillion seat. Book an auto or a car for two or more people.
What if my captain has no helmet for me?
Captains are expected to carry one for the rider. Report it from the trip and our operations team follows it up with that captain.
Car
Which car categories exist?
Hatchback, sedan and SUV. Each is quoted separately for your route, and only the ones live in your city are shown.
Can I request a woman captain?
Yes — set a captain gender preference at booking. It is matched where an available captain fits, and you are told when none does.
Parcel
What can I not send?
Cash, jewellery and documents of value, anything illegal or hazardous, perishables that will not survive the trip, and live animals.
How do I track a parcel?
Open it under Trips. A parcel has the same live map, status and record as a passenger trip, including the recipient recorded at handover.
Ambulance
Should I book here or call 108?
If a life is at immediate risk, call 108 first. Chale is a transport platform, not a medical service, and it does not replace the state emergency number.
Is an ambulance ever surge-priced?
No. Demand pricing modifiers are never applied to ambulance bookings, and they are dispatched ahead of rides and parcels.
Payments
How can I pay?
Cash, or your Chale wallet. You choose at the last moment before confirming, and nothing is charged in advance beyond a wallet top-up you make yourself.
Can the fare change after I book?
The quote is checked again on the server at the moment you confirm, and after that the trip stores its own breakdown. A completed trip is never recalculated with a later day’s settings.
Where is my receipt?
On the trip’s own page under Trips, with the fare broken down line by line exactly as it stood at the time.
How do refunds work?
A wallet top-up that was charged but never completed is refunded to its original payment method. A fare dispute is reviewed case by case — see the cancellation and refunds policy.
Account
Do I need a password?
No. Chale signs you in with your mobile number and a one-time code.
I am not receiving the code.
Codes are rate-limited, so a rapid series of requests will be refused for a short cooldown the screen shows you. Check the number, wait for the timer, then request again. If it still does not arrive, contact support with the number you are using.
How do I sign out of another device?
Your account page lists your sessions and where each one is. You can end any of them, or all of them, from there.
How do I delete my account?
In the Chale app, open Profile and tap Delete account: you are signed out everywhere at once and your personal data is deleted within 30 days. Without the app, email support@chale.in with your registered phone number, or use the contact page; we will verify it is you and do the same. Ride, payment and safety records are kept only as long as accounting and legal retention require; everything else is removed.
Safety
What is the start code for?
It proves the right rider got into the right vehicle. The trip cannot begin until you read it to the captain.
How do I report something that happened on a trip?
Open the trip and choose safety. The report reaches operations with the ride attached and receives a case identifier so follow-up does not depend on one chat.
Driver
How do I start driving with Chale?
Send a signup enquiry with your details and four photos of your vehicle. Our team contacts you, and document verification follows in the driver portal.
Where do I upload documents and see earnings?
In the driver portal at ops.chale.in, which is separate from this rider website. Signing in there needs an activated driver account.
Fleet owner
How do I register vehicles?
Send an owner signup enquiry with one vehicle to start. Our team confirms which categories are open in your city and takes you through the rest of the fleet.
Is a GST number required?
Only if your own business is legally required to have one. Chale does not make it a condition of registering a vehicle.