Gurugram - Taxi Service & Local Rental

1. Introduction & Scope

At Ganpati Tours, we strive to deliver a seamless, transparent and customer-first booking experience for every traveller who books a taxi, cab, sightseeing tour, outstation package, airport transfer or any other travel service offered through our website, mobile experience, partner travel desks, call centre or authorised agents. This Cancellation & Refund Policy ("Policy") governs the manner in which confirmed bookings may be cancelled, the charges that become payable upon such cancellation, the advance payment structure, and the limited circumstances under which a refund may be processed.

This Policy forms an integral part of the broader Terms of Service you accept at the time of placing a booking with Ganpati Tours. By initiating a booking, paying any amount (including the non-refundable advance), or availing any of our services, you confirm that you have read, understood and irrevocably agreed to the conditions laid out below. If you do not agree with any part of this Policy, we request you to refrain from placing a booking with us.

2. Advance Payment Structure

To confirm and lock a vehicle, driver and routing plan on your preferred date and time slot, Ganpati Tours requires every customer to pay a non-refundable advance of ten percent (10%) of the total estimated fare at the time of booking. The advance may be paid through any of our supported payment channels, including but not limited to UPI, credit/debit cards, net-banking, digital wallets, or the official Razorpay payment gateway integrated into our platform.

The 10% advance performs three critical functions: (a) it secures the vehicle and prevents over-booking on a given slot, (b) it allows us to block the driver\'s calendar and pre-authorise the fuel and toll estimates, and (c) it covers the cost of reservation processing, payment gateway charges and administrative overhead already incurred by Ganpati Tours the moment a booking is generated. Because these costs are real and irreversible once a booking is created, the advance is non-refundable under all circumstances, including but not limited to changes in travel plans, personal emergencies, change of mind, force majeure events, weather disruptions, road blockages, medical reasons, governmental restrictions, or any other reason whatsoever, whether foreseen or unforeseen.

3. Cancellation Windows & Charges

Beyond the 10% non-refundable advance, the treatment of the remaining ninety percent (90%) of the fare depends solely on the time at which the cancellation request is raised and acknowledged in writing by our support team. The following table summarises the charges applicable on the payable balance (i.e. the amount remaining after the 10% advance):

Cancellation Window (prior to pickup)	Charge on Balance (post 10% advance)	Refund Eligibility on Balance
More than 72 hours	0% administrative charge	100% of the balance is refundable
48 – 72 hours	15% administrative charge	85% of the balance is refundable
24 – 48 hours	30% administrative charge	70% of the balance is refundable
12 – 24 hours	50% administrative charge	50% of the balance is refundable
6 – 12 hours	75% administrative charge	25% of the balance is refundable
Less than 6 hours / No-show	100% of the balance is forfeited	No refund on the balance

Please note: the percentages above are computed on the balance fare only. The 10% advance remains non-refundable in every single case and is not adjusted against any cancellation charge, refund amount or future booking. The aggregate amount forfeited (advance + applicable cancellation charge) is the property of Ganpati Tours by way of liquidated damages, and the customer agrees that this represents a genuine pre-estimate of the loss likely to be suffered by the company on account of last-minute cancellation.

4. No-Show & Partial-Use Policy

If the customer or any nominated traveller fails to be present at the agreed pickup location within thirty (30) minutes of the scheduled pickup time, and the driver is unable to reach the customer on the registered phone number, the booking shall be treated as a no-show. In such cases, 100% of the total fare (including the 10% advance) stands forfeited, and no refund, partial or full, shall be processed.

Similarly, if a customer commences the journey and chooses to discontinue the trip midway, abandons the vehicle, or returns before the original drop-off point, the fare for the entire booked itinerary shall be deemed fully earned by Ganpati Tours. No proportionate or partial refund will be issued in such cases, and the customer will not be entitled to dispute the charge with the payment gateway or issuing bank on this ground.

5. Refund Processing Timelines

Where a refund is otherwise due to the customer under this Policy, the same shall be processed only to the original source of payment (the UPI handle, card, bank account or wallet from which the original payment was received). The timelines below represent the maximum time ordinarily required by Ganpati Tours and our banking partners to credit the refund:

• UPI / Wallet: 3 – 5 business days from the date of approval.
• Credit / Debit Card (Visa, Mastercard, RuPay, Amex): 7 – 14 business days, subject to the issuing bank\'s internal processing cycle.
• Net-Banking / NEFT / RTGS: 5 – 10 business days, depending on the customer\'s bank and any internal nodal clearance requirements.

Ganpati Tours shall not be liable for any delay attributable to the payment gateway, acquiring bank, issuing bank, card network, or any other intermediary that is not within our direct control. Convenience charges, payment gateway transaction fees, GST already paid on the advance, and any promotional discount availed at the time of booking shall not be refunded under any circumstances.

6. Modifications, Rescheduling & Date Changes

A booking may be rescheduled (date, time, vehicle, or route) subject to vehicle availability, driver availability, and applicable fare differentials. Each rescheduling request is treated as a fresh assessment by Ganpati Tours, and the following conditions apply:

• Rescheduling requested more than 48 hours before the original pickup time: a nominal administrative fee of ₹199 or 5% of the total fare, whichever is higher, shall be charged. The original 10% advance shall continue to remain non-refundable but can be adjusted against the rescheduled booking.
• Rescheduling requested within 48 hours of pickup: the request shall be treated as a fresh booking, and the cancellation charges mentioned in Section 3 shall apply in full before re-confirmation.
• Rescheduling is permitted only once per booking. A second rescheduling request will be treated as a cancellation and is subject to the full cancellation grid in Section 3.
• If the revised fare is higher than the original fare, the customer shall pay the differential amount at the time of rescheduling. If the revised fare is lower, no cash refund shall be issued; the differential may be adjusted against the balance payable for the rescheduled trip.

7. Cancellation by Ganpati Tours

In the rare event that Ganpati Tours is compelled to cancel a confirmed booking due to reasons including, but not limited to, vehicle breakdown, natural calamities, civil unrest, war, pandemic, government orders, road blockages, strikes, or any other event beyond our reasonable control, the customer shall be offered one of the following remedies at the sole discretion of the company:

• A full refund of the entire amount paid (including the 10% advance), processed to the original payment source within the timelines set out in Section 5; or
• A replacement vehicle of an equivalent or superior class at no additional cost, subject to availability; or
• Rescheduling of the trip to a mutually agreeable future date without any administrative or rescheduling fee.

Save and except for the refund of the fare actually received, Ganpati Tours shall not be liable for any consequential, incidental, special, exemplary or punitive damages, including but not limited to loss of profits, loss of business, loss of opportunity, emotional distress, or costs of alternative travel arrangements booked by the customer. The customer expressly waives any claim for damages beyond the fare paid.

8. Non-Refundable Items & Add-Ons

The following items, once booked and confirmed, are strictly non-refundable in all situations, including those covered under Section 7 above, unless required by mandatory consumer-protection law applicable in the customer\'s jurisdiction:

• The 10% booking advance paid at the time of reservation.
• Convenience fees, payment gateway transaction charges and processing fees.
• Promotional or coupon-based discounts availed at the time of booking (only the discounted fare is treated as the booking value).
• Toll charges, parking charges, state-entry permits and Green Tax pre-paid on behalf of the customer.
• Driver allowance, night-halt allowance, and minimum kilometre charges for the reserved duration.
• Special request add-ons such as child seats, decorations, cake, flower arrangements, photographer, drone coverage, or any other custom arrangement made through our concierge desk.
• Char Dham, Do Dham, Amarnath, Vaishno Devi and other pilgrimage permits where government regulations do not permit cancellation or refund.

9. Disputes, Chargebacks & Contact

Customers are encouraged to raise any concern, dispute or cancellation request directly with our support team before initiating a chargeback or raising a complaint with the issuing bank, payment gateway, card network or any consumer forum. Most issues are resolved amicably within 24 – 48 hours when communicated through the official channels listed below. In the event of an unwarranted chargeback raised after the customer has already availed the service (or after a no-show has been recorded), Ganpati Tours reserves the right to dispute the chargeback, recover the service amount along with chargeback handling fees, and report the incident to the relevant risk databases, which may impact the customer\'s future ability to transact online.

To request a cancellation, raise a refund query, or seek clarification on this Policy, please contact our support desk through any of the channels below. All cancellation requests must be made in writing (WhatsApp, email or registered customer portal) and must quote the booking reference number, registered mobile number and pickup date. Verbal or telephonic cancellation requests will not be entertained as standalone evidence of cancellation.

10. Policy Updates & Governing Law

Ganpati Tours reserves the right to amend, modify, supplement or restate this Policy at any time, with or without prior notice, to reflect changes in our commercial operations, applicable laws, payment-gateway regulations, or feedback received from our customers. The revised Policy shall be effective immediately upon being published on our website, and the version date displayed at the top of this page shall be considered the binding effective date. Continued use of our services after any such modification constitutes acceptance of the revised terms.

This Policy shall be governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts at the registered office of Ganpati Tours, unless otherwise mandated by applicable consumer-protection legislation in force from time to time.

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