Terms and Conditions for Booking Amendment, Cancellation, Trip Abortion and Refund Claims

  1. Booking Amendment, Cancellation And Trip Abortion If a Trip is amended between the Service Provider and End Customer, or cancelled or aborted anytime before or after the scheduled departure time for any reason, the Company shall have the sole authority to investigate and determine the cause of such amendment, cancellation or abortion or whether the Trip should be treated as aborted, completed or a no-show.
    1. Booking amendment
      Upon completion of Booking, the End Customer is legally bound to avail Services from the concerned Service Provider, subject to the terms and conditions set out herein and the Policies. Booking once made on the Platform, cannot be amended by the End Customer or the Service Provider through the Platform. If End Customer and Service Provider agree between themselves to amend the booking, then the booking and the Trip will be assumed to be as they were at the time of booking and the Company shall not be liable to refund or adjust the Booking Amount as per the new arrangement between the End Customer and the Service Provider.
    2. Booking cancellation by the End Customer
      1. In the event of cancellation of the trip by the End Customer prior to departure time, the Company shall be entitled to forfeit part of the Booking Amount and any refund of the remaining Booking Amount to the End Customer shall be only as follows:
        1. Before 36 hours of boarding time, Zero Cancellation Charges. 100% of the Advance will be refunded
        2. Between 12 - 36 hours prior to boarding time Rs.100.00 or 20% of the total booking amount, whichever is higher. Remaining amount of the Advance will be refunded
        3. Between 08 - 12 hours prior to boarding time Rs.500.00 or 50% of the total booking amount, whichever is higher. Remaining amount of the Advance will be refunded
        4. In-case of No Show, or at any time with in 08 hours before departure time, Rs.1000.00 or 100% of the total booking amount, whichever is higher will be forfeited and retained within Company Account.
        5. every amount mentioned here will attract additional charge for service tax as per Govt. of India.
      2. In-case the End Customer has not paid any Booking Amount to the Company at the time of Trip confirmation, and the End Customer cancels the trip, the Company will create a debit note towards the End Customer of the said amount and shall be charged from the End Customer.
      3. In-case End Customer has less or zero balance in respective "Real viaCash" account, the End Customer shall make a payment using payments facility provided by "Company"
      4. Any amount forfeited by the Company for cancellation by the End Customer shall be debited from End Customerall be entitled to debit the amount equal to 10% of the Select Quote (or Rs 500 whichever is higher) from the Security Deposit (if any) or from the "Real viaCash" account or demand payment plus appropriate taxes to the Company account, in next month invoice to Service Provider. It is understood that these charges are not in the nature of penalty. Further, the Company shall refund part or whole of the Advance (if any) to the End Customer, in accordance with its Policies.
      5. Booking Cancellation by the Company
        The Company also reserves the right to cancel the Transaction and/or refund any payments made by the End Customer or part thereof including the Booking Amount which the Company has received, in any of the following:
        1. If either the concerned Service Provider or the End Customer does not provide the requisite verification or Know Your Customer documents/information within the prescribed time frame communicated by the Company or as provided in this Agreement, Terms and Conditions and Policies; or
        2. If the verification or Know Your Customer documents/information submitted either of the concerned Service Provider or the End Customer are invalid, tampered or forged; or
        3. If the verification or Know Your Customer documents/information received from the concerned Service Provider or the End Customer suggest that the Services under the Transaction have not been rendered properly for e.g.: the Vehicle is wrongly despatched to an address, which is different from the departure address provided by the End Customer or the Services have been considerably delayed or a Vehicle different from the Vehicle mentioned in the Selected Quote, has been despatched or Services mentioned in the Listing as available in the Vehicle are not available to the End Customer; or
        4. If the Company discovers that the Service Provider has listed Services which violates this Agreement, the Terms and Conditions or the Policies; or
        5. The Company is instructed by any Law enforcement agency or Authority to deny or decline or withhold such remittance or cancel the Transaction; or
        6. The card or online payment of the Booking Amount is later declined by the payment gateway facility provider, card issuing bank or any third party service providers of the Company; or
        7. In case of any breach of obligation, representation or warranty given by the End Customer hereunder.
        8. In case of anticipation of any Force Majeure event or after receiving any information which in the opinion of the Company anticipates possibility of any harm or loss to the concerned Service Provider or End Customer.
        9. The Platform, the Company its officers, directors, employees, agents and contractors shall not be held liable for any direct or indirect Loss incurred by the End Customer arising out of such cancellation of Transaction. In no event shall the Platform, the Company, its officers, directors, employees, agents and contractors be liable for consequential, remote, indirect, special, incidental or punitive loss, damage, compensation, costs, charges or expenses (including without limitation, loss of profits, loss of opportunity arising there from, etc).

      6. Trip Abortion
        1. The End Customer agrees and understands that in case of any refusal or failure on his part to carry out his obligations including to show up for the scheduled Trip or complete the entire Trip, upon entering into the Transaction, the Company has the right to forfeit part or full Booking Amount. No refund claim from the End Customer shall be entertained if the End Customer has failed to fulfil his obligations hereunder. It is understood that these charges are not in the nature of penalty.
        2. The Service Provider may collect an amount proportionate to the distance covered or time spent during the Trip plus applicable taxes, till the moment of Abortion or the balance Trip Fare directly from End Customer in case of Trip Abortion by the End Customer.
        3. The End Customer agrees and understands that, as the Company merely provides a Platform to connect Service Providers and End Customers, any abortion of Trip by the Service Provider shall be entirely the risk of the End Customer. In no circumstances shall Company be liable to compensate End Customer for any direct or incidental loss or harm as a result of this.
        4. In the event of an abortion of the Trip due to a Force Majeure event, the Service Provider may collect an amount proportionate to the distance covered, or time spent during the Trip plus applicable taxes in an appropriate manner and at an appropriate time.
    3. Refund Claims
      The End Customer (i.e. only the affected party) may claim a refund of or chargeback the whole or part of Booking Amount only under circumstances as set out below:
      1. The Service Provider failing to deliver the Services at the appointed place and time and thereafter upon a mutual oral agreement between the Service Provider and the End Customer; or
      2. The actual make of the Vehicle does not match the Vehicle promised to be sent during the Trip or important features requested in the Trip Request such as roof carrier, air conditioning etc missing in the vehicle,
      3. provided no such refund claim shall be entertained if the End Customer has decided to go ahead and avail the Services despite shortcomings mentioned in the above two sub-clauses; or
      4. The use of a debit or credit card or bank account while paying part or whole of Booking Amount was unauthorized or was a result of fraud or hacking of bank account password.
      5. Any refund claim of the balance Trip Fare paid to the Service Provider shall be at the sole discretion of the Service Provider. The Company shall not be responsible for any claims for refund of the balance Trip Fare.
      6. Refunds, if eligible, shall only be made in Indian Rupees and shall be equivalent to the Booking Amount received. The End Customer shall bear any foreign exchange conversion risk, loss, charges or fees, if any.
      7. For electronics payments, refund shall be made through the Pay Facility using NEFT / RTGS or any other online banking / electronic funds transfer system approved by Reserve Bank of India.
      8. Refund shall be subject to the End Customer complying with the provisions of the Terms and Conditions, Policies and any terms and conditions set out by the concerned Service Provider, and the Company shall have recourse to such refund in case of any misuse, fraud, misrepresentation by the End Customer or a mistake of any Party.
      9. As the company does not take the responsibility of the pay facilities of the service provider, the company shall not be liable for any losses, direct or indirect, caused to the end customer or any third party for use of a debit or credit card or bank account or any other payment means, by an end customer to the service provider at the end of the trip, whether completed or aborted. The end customer must keep a proof of payment by getting signatures of the service provider on the trip sheet every time a payment is made by the end customer to the service provider.