Policy version: 2026-10-23
These policies apply to new bookings confirmed after publication. Bookings already confirmed retain the cancellation terms accepted by the customer unless both parties agree to a change. Applicable legal consumer rights and remedies remain unaffected.
Booking confirmation, quotation and customer details
- An inquiry alone does not confirm a booking. Confirmation requires vehicle availability, an agreed quotation and VVPSS Pvt. Ltd. Taxi Services’ acknowledgement of the required token or advance.
- Distance and the total fare may vary with the exact pickup and drop addresses, route and agreed booking terms. The quotation must specify the applicable minimum run, duty period, extra kilometre and extra-hour charges, toll, parking, state or border tax, driver allowance, food and night charges, GST, and what is included. Additional charges for customer-requested changes must be disclosed before extra services are carried out. Items already included in an all-inclusive fare will not be charged twice.
- Outstation kilometres are calculated garage-to-garage unless the written quotation explicitly states otherwise. A one-way passenger drop does not automatically mean one-way billing. Tempo Traveller outstation bookings have a minimum of 300 km per day unless a different package is expressly confirmed. Car, SUV and local-package minimums follow the applicable agreed quotation.
- Customers must provide the correct passenger count, pickup and drop addresses, travel dates and route. The vehicle’s permitted passenger capacity must not be exceeded.
Customer cancellation and refund schedule
For cancellation by the customer, booking tokens, advances and partial payments are non-refundable regardless of the notice period, except where mandatory legal rights require otherwise. The special refund schedule below applies only when 100% of the confirmed booking price was paid before the cancellation request was received.
| Notice received before pickup | Amount refunded |
|---|---|
| 60 or more calendar days before the scheduled pickup date, including exactly 60 days | 50% |
| 30–59 calendar days before the scheduled pickup date, including exactly 30 days | 15% |
| Fewer than 30 calendar days before pickup, same-day customer cancellation or no-show | 0% |
Refund percentages are the amounts actually refunded, not cancellation fees, and are calculated on the full confirmed booking amount paid. For a discounted booking, the confirmed discounted full fare is the relevant 100% amount. A token is already part of a fully paid booking and must not be deducted again after applying the refund percentage. Paying only a token, advance or partial amount does not qualify for this schedule.
Calendar-day notice is determined in India Standard Time (Asia/Kolkata), from the date the cancellation request is received to the scheduled pickup date. The date and time of receipt of the cancellation request control the applicable notice period.
Company cancellation or unprovided service
If VVPSS Pvt. Ltd. Taxi Services cancels or cannot provide the booked service, and the customer does not accept a suitable alternative, 100% of all money received for that cancelled or unprovided booking will be refunded, including tokens, advances and partial payments, irrespective of the customer-cancellation notice window. Refusal of an alternative carrying additional charges is not automatically a customer cancellation. When VVPSS cannot supply the original agreed service, the customer may decline the offered alternative without forfeiting this company-cancellation refund right. Claims where service has been partly supplied will be evaluated according to the facts and applicable law. Nothing in these policies removes refunds or remedies required under applicable law.
Vehicle assignment and replacement
- VVPSS will inform the customer of any operational vehicle replacement and seek the customer’s approval before the change takes effect.
- For a standard-priced, non-discounted booking, a suitable equivalent or higher-category replacement will be provided at no additional charge.
- For a discounted booking, a suitable replacement may involve additional charges depending on the vehicle and availability. All proposed additional charges will be disclosed before the customer agrees, and changes take effect only with the customer’s approval.
- If VVPSS cannot supply the original agreed service, the customer may decline the alternative without losing the company-cancellation refund right.
AC on hill roads and slopes
Air conditioning will remain switched off on hill-station roads, hilly sections, slopes and steep inclines in all vehicles, including vehicles booked under an AC package. This condition must be disclosed before booking.
Passenger conduct, cleaning and repairs
- Smoking or drinking alcohol inside the vehicle attracts a ₹1,000 fine.
- Vomiting or customer-caused dirt requiring extra cleaning attracts a ₹1,000 cleaning charge.
- Excessive dirt requiring deep cleaning attracts a ₹1,500 cleaning charge instead of the ₹1,000 cleaning charge for the same incident. These two cleaning charges are not combined into ₹2,500 for one incident.
- Damage to seats, the vehicle or fittings is charged at the actual documented repair cost. Genuine repair charges may be separate from cleaning charges, without charging twice for the same cleaning work.
Request a cancellation or refund
Request cancellation through the booking or service contact details below and identify the booking and scheduled pickup date. The request’s date and time of receipt determine the applicable cancellation window.