1. Terms & Conditions (T&C)

A. Service Definition

1. Scope of Service: The Company EXCEL FLEET SERVICES provides chauffeur-driven cab rental services for local city travel, airport transfers, and outstation trips, as specified in the booking confirmation.
2. Service Provider: The Company acts as an aggregator or service provider facilitating transportation services. The actual vehicle and driver are typically provided by independent third-party operators or drivers (“Service Partners”).
3. Booking Acceptance: All bookings are subject to vehicle and driver availability and confirmation by the Company.

B. Booking and Pricing

1. Fare Components: The quoted fare includes the base rate, driver charges (Batta), and applicable GST. It excludes tolls, parking fees, airport access fees, and state/inter-state permit taxes (where applicable), which must be paid by the customer directly or reimbursed to the driver upon presentation of receipts.
2. Outstation Trips: For outstation bookings, a minimum guaranteed distance (250 km) is charged per calendar day, irrespective of the actual distance traveled.
3. Waiting Charges: Waiting time beyond the complimentary grace period (typically 5-15 minutes) for pickup will be charged at ₹ 1 per minute.
4. No-Show Policy: If the customer fails to appear at the designated pickup location at the scheduled time, the booking will be treated as a “No-Show” and no refund will be issued (refer to the Refund Policy).

C. Driver and Vehicle Conduct

1. Driver Duty Hours: Drivers adhere to statutory duty limits. For continuous long-distance journeys, a mandatory rest period for the driver may be required for safety.
2. Prohibited Items/Conduct: Customers must not carry illegal items, flammable or hazardous goods, or engage in unlawful or inappropriate behavior during the journey. The driver reserves the right to refuse service or terminate the trip immediately if safety is compromised, without any refund.
3. Damages: The customer is liable for any damage caused to the vehicle interior or exterior due to negligence or misconduct, and the cost will be recovered immediately or deducted from any booking amount/security deposit.

D. Delays and Breakdown

1. Service Delays: The Company is not liable for delays caused by traffic congestion, road closures, government action, accidents, vehicle breakdown, or other circumstances beyond its reasonable control.
2. Breakdown/Contingency: In case of vehicle breakdown, the Company will make every reasonable effort to provide an alternative vehicle as quickly as possible. If an alternative cannot be provided, a prorated refund for the unfulfilled journey will be processed.

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2. Privacy Policy

A. Information Collected

We collect the following information to facilitate and manage your cab rental bookings:

1. Personal Identification: Name, phone number, email address.
2. Booking Details: Pickup location, drop-off location, date, time, and special instructions.
3. Payment Information: Transaction details, which are processed securely through third-party payment gateways. We do not store sensitive credit/debit card information.
4. Location Data: Real-time and historical geographical location data of the vehicle during the service using the driver’s device or in-car tracking systems.

B. Use of Information

The collected data is used exclusively for the following purposes:

1. Service Execution: To process and confirm your booking, communicate trip details, facilitate driver-customer contact, and calculate accurate fares.
2. Service Improvement: To analyze travel patterns, optimize route planning, and improve the overall efficiency and quality of our service.
3. Safety and Security: To track the journey for customer safety, monitor driver compliance, and respond to emergency or security requests.
4. Legal Compliance: To comply with regulatory requirements, traffic police requests, or court orders related to the service provided.

C. Data Sharing and Disclosure

We may share your information only under the following limited circumstances:

1. Service Partners: Your name, phone number, pickup/drop-off details, and trip information are shared with the Driver/Service Partner performing the service.
2. Legal Necessity: Disclosure to government authorities or law enforcement agencies when mandated by law or necessary for the investigation of illegal activity.
3. Aggregate Data: Non-personally identifiable, aggregated data may be used for marketing and analytical purposes.

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3. Refund & Cancellation Policy

A. Cancellation by the Customer

All cancellation requests must be made through the booking platform (app, website, or call center). The cancellation policy depends on the type of booking:

Booking Type	Time of Cancellation	Penalty / Deduction
Local/Airport Transfer	1 hour or more before pickup time	Full Refund (Excluding any bank transaction charges).
	Within 1 hour of pickup time	50% of the estimated fare (whichever is higher).
Outstation/Full Day	6 hours or more before pickup time	Full Refund.
	Less than 6 hours before pickup time	₹ 500 or the cost of the first 4-hour slab (whichever is less).

B. No-Show Policy

1. Definition: If the customer is not present at the pickup location and is unreachable 30 minutes after the scheduled pickup time, the booking will be treated as a No-Show.
2. Penalty: For a No-Show, 100% of the advance amount paid will be forfeited, and no refund will be issued.

C. Cancellation by the Company

1. If the Company cancels a confirmed booking due to vehicle breakdown, driver unavailability, or unforeseen circumstances, the customer will receive a 100% full refund of the amount paid.
2. The Company is not liable for any consequential losses or damages incurred by the customer due to such a cancellation.

D. Refund Processing

1. Refunds will be processed back to the original payment source used during booking.
2. The credited amount may take 5-7 business days to reflect in the customer’s account, depending on bank processing times.

Contact Us

Mob : 7506035956

Email : vikram.malusare@excelfleet.in