Refund & Cancellation Policy

1. Introduction

Welcome to Outstation.taxi. This Refund, Cancellation and Returns Policy explains the terms applicable to transportation bookings and related services arranged through our website, booking team or authorised communication channels.

Unlike physical products, taxi and transportation bookings involve advance planning, vehicle allocation, driver scheduling, operational arrangements and reservation of resources for specific dates and times.

Once a booking is confirmed, the requested vehicle and transportation resources may be reserved for the customer. Accordingly, our booking amount and cancellation conditions are designed to account for the arrangements made in advance.

2. Policy Contents

3. Scope of Services Covered

This policy applies to transportation and travel-related services offered or arranged through Outstation.taxi, including:

• Outstation one-way taxi bookings.
• Outstation round-trip cab bookings.
• Local taxi and full-day cab services.
• Airport pickup and drop transportation.
• Railway station pickup and drop services.
• Sedan and SUV taxi bookings.
• Innova Crysta and premium vehicle bookings.
• Tempo Traveller rentals and group transportation.
• Urbania and luxury van bookings.
• Bus and group travel arrangements.
• Wedding and event transportation.
• Corporate and employee transportation contracts.
• School, society and institutional transportation arrangements.
• Multi-day tours and customised travel arrangements.

The terms may also apply to bookings coordinated with independent vehicle owners, fleet operators, drivers or transportation partners.

4. Booking Amount / Advance Payment

A booking amount is the advance payment collected to reserve a vehicle, confirm a transportation request and initiate the operational arrangements required for a journey.

Depending on the booking, the booking amount may be collected as a fixed amount or as a percentage of the total quoted fare. The applicable amount will be communicated during the booking process or in the quotation.

The advance payment helps us coordinate vehicle allocation, driver scheduling, reservation management and other pre-journey arrangements.

4.1 Purpose of Booking Amount

• To reserve the requested vehicle for the selected date.
• To initiate vehicle and driver coordination.
• To block the requested travel schedule.
• To manage advance operational arrangements.
• To reduce last-minute booking uncertainty.

5. Booking Amount Is Strictly Non-Refundable

This condition applies to the booking amount regardless of whether the customer has paid a fixed advance or a percentage of the total journey quotation.

The booking amount is non-refundable in circumstances including:

• Customer voluntarily cancels the booking.
• Customer changes their travel plans.
• Customer no longer requires the vehicle.
• Customer books another vehicle or service provider.
• Customer changes the pickup or destination in a manner that makes the original booking unusable.
• Customer fails to report or use the reserved vehicle.
• Customer does not arrive at the agreed pickup location.
• Customer requests cancellation due to personal reasons.
• Customer changes the travel date after the booking has been arranged.
• Customer decides not to proceed after booking confirmation.

The customer should therefore verify the travel date, pickup address, destination, passenger count, vehicle category and quoted fare before making the booking payment.

This non-refundability provision is subject to applicable mandatory consumer protection laws and does not exclude any refund or remedy that cannot lawfully be excluded.

6. Booking Confirmation and Reservation

A booking request submitted through the website, phone call or WhatsApp is treated as an enquiry until the booking has been accepted and confirmed.

A booking may be treated as confirmed after the applicable booking requirements have been completed, which may include:

• Customer details have been received.
• Pickup and destination details have been verified.
• Journey date and reporting time have been agreed.
• Vehicle category and quoted fare have been communicated.
• Required booking amount has been received.
• Booking confirmation has been communicated by our team.

Customers should retain their booking receipt, transaction reference and confirmation messages for future communication.

7. Cancellation Requested by the Customer

Customers who wish to cancel a confirmed booking should contact our team as early as possible through the official phone or WhatsApp number.

The cancellation request should include the customer's name, booking reference, journey date and registered mobile number.

7.1 Effect of Customer Cancellation

If the customer voluntarily cancels a confirmed booking, the booking amount or advance reservation amount will remain non-refundable.

Cancellation of a booking does not automatically create an entitlement to receive the advance amount back.

7.2 Cancellation Before Journey Date

Even if a customer requests cancellation before the scheduled journey date, the booking amount remains non-refundable. The vehicle and operational resources may already have been reserved for the requested date.

7.3 Cancellation on the Journey Date

If cancellation is requested on the journey date or shortly before the scheduled reporting time, the booking amount remains non-refundable. Additional applicable charges, if already incurred and communicated under the accepted quotation, may also remain payable.

8. Cancellation by Outstation.taxi or Service Operator

In certain situations, a vehicle or journey may become unavailable due to operational issues, vehicle breakdown, driver unavailability, safety concerns or circumstances beyond reasonable operational control.

If Outstation.taxi or the assigned service operator cannot provide the confirmed service, we will communicate with the customer and review suitable alternatives.

Depending on the circumstances, available resolutions may include:

• Offering an alternative vehicle of a suitable category.
• Offering a revised reporting time, subject to agreement.
• Offering a revised journey arrangement, subject to agreement.
• Considering a refund of eligible amounts where applicable.

If the service is cancelled by us and no suitable alternative is accepted or provided, the amount paid for the unprovided service will be reviewed for refund in accordance with the accepted booking terms and applicable law.

The non-refundable booking amount rule for customer-initiated cancellations does not automatically apply to a cancellation caused by our failure to provide the confirmed service.

9. Booking Rescheduling and Date Changes

Customers may request a change in journey date, pickup time, destination or vehicle category by contacting our booking team.

All rescheduling requests are subject to vehicle availability, driver scheduling and operational feasibility.

• Rescheduling is not automatic.
• Revised fares may apply to the changed journey.
• Changes may require additional payment.
• A different vehicle category may have a different quotation.
• Changes should be confirmed in writing.

A rescheduling request does not create a right to receive the original booking amount as a refund.

If the original reservation cannot be transferred to the revised date, the original booking may be treated as cancelled under the applicable cancellation conditions.

10. No-Show Policy

A no-show occurs when the customer does not arrive at the agreed pickup location or fails to use the reserved vehicle without giving sufficient prior notice.

Examples include:

• Customer does not arrive at the pickup location.
• Customer's phone remains unreachable.
• Customer does not respond to driver coordination calls.
• Customer decides not to travel after vehicle reporting.
• Customer fails to use the vehicle at the agreed time.

In a no-show situation, the booking amount remains non-refundable. Any additional amount legally payable under the accepted quotation or booking terms may also remain due.

11. Late Reporting and Pickup Delays

Customers are expected to be available at the agreed pickup location and reporting time.

If a customer is delayed, they should immediately inform the booking team or driver.

Extended waiting, route changes, additional stops or changes in reporting time may affect the vehicle schedule and may result in additional charges where applicable and communicated.

If the customer is unavailable and the journey cannot be completed, the situation may be treated as a no-show or customer-initiated cancellation.

12. Vehicle Availability and Substitution

Vehicle allocation is subject to actual availability and operational conditions.

If the originally requested vehicle becomes unavailable, we may communicate an alternative vehicle or arrangement for the customer's consideration.

Any material change in vehicle category, capacity or quoted fare should be communicated to the customer before proceeding.

Customers may accept or decline a proposed alternative. If the confirmed service cannot be provided and no acceptable alternative is available, the applicable refund position will be reviewed under Section 8 and the relevant booking terms.

13. Payment Terms and Booking Receipt

Customers may be required to pay a booking amount to confirm a reservation.

The applicable payment instructions, advance amount, balance amount and accepted payment methods will be communicated during the booking process.

Customers should make payments only through payment channels communicated by our authorised booking team.

Customers should preserve transaction receipts, payment references and booking confirmations.

14. Balance Payment and Outstanding Amount

The remaining balance of the journey fare must be paid according to the payment schedule communicated in the accepted quotation or booking confirmation.

Depending on the booking, the balance may be payable before departure, at reporting, during the journey or at another agreed stage.

Failure to pay the agreed balance may result in the service being withheld or suspended, subject to the booking terms and applicable law.

The non-refundable booking amount and the outstanding journey balance are separate payment components.

15. Refund Eligibility for Other Payments

The booking amount is non-refundable for customer-initiated cancellations as described in Section 5.

Any payment collected in addition to the booking amount will be reviewed separately where a refund request arises.

Refund eligibility for such additional payments may depend on:

• Whether the service was provided fully or partially.
• Whether the service was cancelled by the operator.
• Whether any journey or operational expenses were incurred.
• The accepted quotation and booking terms.
• Applicable legal requirements.
• Whether the payment was duplicated or made in error.

No additional refund is automatic. The amount, if any, will be assessed against the actual circumstances and applicable law.

16. Refund Review and Processing

Where a refund is found to be due, we will communicate the relevant decision and available processing details.

Refunds, where approved, may be processed through the original payment method or another suitable method agreed with the customer, subject to payment provider procedures.

Processing times may depend on the bank, payment gateway, card issuer or other financial institution.

Customers may be asked to provide the original transaction reference and relevant booking details to help verify a refund request.

This section does not create a right to a refund of the non-refundable booking amount in customer-initiated cancellations.

17. Duplicate Payments and Payment Errors

If a customer believes that the same booking amount has been charged more than once, or that a payment has been made incorrectly, the customer should contact us promptly.

Please provide:

• Customer name and registered mobile number.
• Booking reference, if available.
• Transaction ID or payment reference.
• Payment date and amount.
• Relevant payment receipt or bank confirmation.

Verified duplicate payments or erroneous transactions will be reviewed separately from cancellation requests and handled in accordance with applicable law and payment provider procedures.

18. Service Interruptions and Journey Problems

Transportation services may be affected by traffic, road closures, weather, vehicle breakdown, mechanical issues, government restrictions or other unexpected events.

If a journey is delayed or interrupted, customers should contact the booking team so that available alternatives can be assessed.

Where a confirmed service is not provided or is materially incomplete due to an issue attributable to the service provider, the matter will be reviewed in accordance with the booking terms and applicable consumer law.

19. Customer Responsibilities

Customers are responsible for reviewing booking details before making payment and for cooperating with the transportation arrangements.

• Provide accurate pickup and destination addresses.
• Verify journey dates and reporting times.
• Confirm passenger count and vehicle capacity.
• Provide a reachable mobile number.
• Make payments through authorised channels.
• Keep booking receipts and confirmation messages.
• Inform us promptly about required changes.
• Be available at the agreed pickup location.
• Follow applicable vehicle and journey safety instructions.

20. Additional Charges and Expenses

Certain charges may arise depending on the route, vehicle, duration and actual journey requirements.

Examples may include:

• Additional kilometres beyond the agreed limit.
• Additional hours or extended usage.
• Parking charges, where applicable.
• Route changes and additional stops.
• Additional days or overnight halts.
• Other charges expressly communicated in the quotation.

The applicable inclusions, exclusions and payment responsibilities should be checked in the written quotation or booking confirmation before travel.

21. Corporate and Annual Transportation Bookings

Corporate, employee transportation, school transport, institutional and annual contract bookings may be subject to separate written agreements.

The relevant contract or accepted quotation may specify advance payment, invoicing, weekly or monthly payment, vehicle deployment, cancellation and termination conditions.

Where a separate signed agreement exists, its applicable commercial terms will be read together with this policy. Mandatory legal rights and obligations will continue to apply.

22. Group, Wedding and Event Transportation

Group outings, wedding vehicle arrangements, family trips, school groups and event transportation may require advance vehicle reservations and operational coordination.

The booking amount for such reservations remains non-refundable when the customer cancels the confirmed booking, subject to applicable law.

Changes in passenger count, vehicle quantity, reporting schedule or event date are subject to availability and may require revised quotations.

23. Force Majeure and Events Beyond Control

Certain events may prevent or materially affect the performance of transportation services despite reasonable operational efforts.

Such events may include:

• Natural disasters and severe weather conditions.
• Floods, landslides and road closures.
• Government orders and travel restrictions.
• Public emergencies and security restrictions.
• Unexpected strikes or civil disturbances.
• Other events beyond reasonable control.

In such circumstances, we will assess the situation and communicate available alternatives or other appropriate resolutions under the booking terms and applicable law.

The non-refundable booking amount rule does not override any mandatory legal remedy that may apply to the particular circumstances.

24. Refund Complaints and Customer Support

Customers who have questions or concerns regarding payments, cancellation, booking amounts or refunds may contact our support team.

To help us review a complaint, please share:

• Full name and registered contact number.
• Booking reference.
• Journey date.
• Payment transaction reference.
• Description of the issue.
• Relevant receipts or confirmation messages.

We will review the information and communicate the applicable resolution in accordance with the booking terms and applicable legal requirements.

25. Changes to This Refund Policy

Outstation.taxi may update this policy to reflect changes in transportation services, booking procedures, payment systems, operational requirements or applicable laws.

The revised version will be published on this page with an updated date.

Customers are encouraged to review the policy before making a new booking.

26. Applicable Law and Consumer Rights

This policy is intended to be interpreted in accordance with applicable laws of India, including relevant consumer protection and contract laws.

Nothing in this policy is intended to exclude, restrict or waive any consumer right, statutory remedy or legal obligation that cannot lawfully be excluded or restricted.

If any provision is found unenforceable under applicable law, the remaining provisions will continue to apply to the extent legally permissible.