Refex: Safe Cabs

I used to be a big supporter of Refex and was such a regular customer that even the CEO had reached out to me in the past to gather feedback. Unfortunately, my recent experiences have been extremely disappointing. First, the pricing has become difficult to justify. Refex’s sedan category now often costs as much as, or even more than, Shoffr, which offers significantly larger and more premium vehicles such as the BYD. In all cases, Shoffr’s larger and more luxurious vehicle can be booked at a lower price than Refex’s smaller MG ZS. Similarly, if you simply need a sedan, Uber Premier is frequently 30-50% cheaper while offering greater availability and flexibility. With additional EV-focused options now available in NCR, such as Trev and Green SM, it is becoming increasingly difficult to identify any clear use case where Refex remains the best choice. The bigger concern, however, is around pricing transparency. In my recent ride, the customer-facing app displayed the journey through the faster Dwarka Expressway route while showing the fare estimate. However, the driver ultimately took the slower toll-free route. After escalation, the company clarified that even if customers are shown the toll route during booking, drivers may still take alternate routes while the fare remains unchanged. This raises serious transparency concerns because route choice materially impacts travel time, convenience, and the value proposition that customers believe they are paying for. The handling of the issue by customer support and operations management was even more disappointing. Different explanations were provided at different stages, including suggestions that drivers may have been bearing toll expenses themselves, before the company ultimately clarified its internal process. Despite repeated attempts to explain the concern, there was little willingness to acknowledge the fairness and customer experience issues arising from this practice or provide any meaningful resolution. Before booking, I would strongly encourage customers in NCR to compare prices across Shoffr, Trev, Uber Premier, Green SM and other alternatives. If you want a larger and more premium EV experience, Shoffr and Green SM provide significantly better services and vehicles at lower prices. If you simply need a sedan, Uber Premier is frequently substantially cheaper. Given the current pricing and customer service experience, Refex no longer offers the value proposition that originally differentiated it from the competition. I have preserved the correspondence and documentation regarding this issue and am evaluating further remedies available under consumer protection laws. Based on the explanations provided by the company itself, I believe there are legitimate questions regarding route transparency, fare disclosures, and the fairness of the customer experience being delivered.