Refund & Cancellation Policy For User

Refund & Cancellation Policy For User

1. Vhingo Services

The Services constitute a technological platform available through Vhngo's mobile App and Portal. This platform enables users to arrange and schedule transportation and/or logistics services. It is important to note that these services are executed by third-party Service Providers, namely independent logistics entities, drivers, and vehicle owners operating under agreements with Vhingo.

Users must acknowledge that Vhingo does not directly provide transportation or logistics services, nor does it function as a transportation carrier. Instead, the actual provision of transportation or logistics services is carried out by independent Service Providers who operate autonomously. These service providers are not employees of Vhingo or any of its affiliated entities.

By utilizing the Services, users explicitly recognize the intermediary role of Vhingo as a facilitator of connections between users and independent Service Providers. Vhingo does not have direct control over the operations or services provided by these independent entities.

Users must understand this distinction and recognize that Vhingo's responsibilities are centered around maintaining the technological platform, facilitating connections, and ensuring a smooth user experience. Any issues or concerns related to the actual transportation or logistics services should be directed to the independent Service Providers responsible for their execution.

This clarification aims to establish a clear understanding of the nature of Vhingo's role in providing the Services and the distinct responsibilities of the independent Service Providers involved in delivering transportation and logistics solutions.

  1. 1.1. The Services enable you to submit a request via Vhingo to a driver, vehicle owner, or logistics provider inside the Vhingo network. The Service Provider has absolute and exclusive authority to either approve or decline every request for Service. Upon acceptance of a request by the Service Provider, Vhingo promptly notifies You and furnishes comprehensive information about the driver, including their name, vehicle license number, telephone contact details, and any further facts deemed necessary by Vhingo.
  2. 1.2. Vhingo will make reasonable attempts to connect you with a Service Provider, depending on the availability of a Service Provider in or near your location at the time of your request for services.
  3. 1.3. Vhingo has the authority to promptly end the Service and the usage of the Application if there is any failure to comply with Vhingo User Terms & Conditions Policy. Additionally, Vhingo will retain the information you supply or record your calls in order to contact you regarding any concerns relating to the Service. You are required to promptly notify Vhingo of any changes to the information you have submitted.
  4. 1.4. If the Vehicle breaks down and cannot be repaired during your Ride, Vhingo may, at its discretion, make arrangements for a Substitute Vehicle to complete your journey to your destination. However, the provision of a replacement vehicle will depend on its availability.
  5. 1.5. You understand and accept that the substitute vehicle could not be the exact same model as the one you reserved initially from the Portal or App.
2. Booking Confirmation
  1. 2.1. Upon receiving your booking request as outlined above, Vhingo will promptly assess the availability of vehicles at the specified pickup time and location. The confirmation or declination of the booking will be communicated to you through the Application, SMS, or email. If the booking is confirmed, it is your responsibility to review the booking details, encompassing but not limited to the pickup time and location. In the event of any inaccuracies, it is imperative that you promptly inform us by reaching out to our call center. Your prompt communication ensures the accuracy of the booking details and contributes to a seamless service experience.
  2. 2.2. You will be held responsible for any delays that may occur as a result of your failure to review the confirmation message through the Application, SMS, or email or your failure to promptly notify Vhingo of any inaccurate information.
3. Payment

  • 3.1. Vhingo will furnish You with a preliminary calculation of the entire Ride cost at the commencement of each ride. The estimate offered by Vhingo is subject to change due to many circumstances and may differ from the real Total Ride Fee charged at the end of the ride. The Customer is obligated to pay the exact Total Ride fee displayed at the conclusion of the ride.
  • 3.2. You acknowledge and agree that you are responsible for paying the full Ride Fee, including all applicable taxes, to Vhingo immediately after the ride is finished. You are responsible for paying any additional charges that arise at the end of the ride, beyond the initial estimate, to Vhingo immediately after the ride is completed.
  • 3.3. You have the option to pay the whole ride fee directly to the service provider in cash at the end of the ride, but only if cash is the chosen payment method or if the Application allows cash payment in certain circumstances.
  • 3.4. To facilitate the payment of the Total Ride Fee, you are required to furnish pertinent payment details, including Credit Card, Debit Card, or Net Banking information ("Card Details"). By doing so, you authorize Vhingo and an entity authorized by Vhingo to provide payment gateway/processor services ("Payment Processor") to access these Card Details for processing the payment of the Total Ride Fee.
  • 4. Cancellation Policy

    Vhingo will inform users of a cancellation fee through the Application when they cancel a ride. You understand and accept that you have the option to cancel your request for services at any time. However, please note that a cancellation fee, as outlined in the User Terms & Policy, may apply. Prior to canceling a booking or service request, you will receive advance notification of the relevant Cancellation Fee. The notification will be displayed on both the Application and the Portal.

    5. Refund and Cancelation Policy

    Vhingo is a technology platform providing a range of services, namely: 1. Booking Cars, Autos, and Minibuses. 2. Booking Logistical Vehicles for Goods and Parcels. 3. Booking Car Rentals. 4. Hire a Driver.

    1. 5.1. Payment Policy:
      1. 5.1.1. Booking Confirmation
        1. 1. Booking Cars, Autos, and Minibuses: Upon successful booking of a car, auto, or minibus through the Vhingo mobile app or Portal, the Customer will receive a confirmation notification along with details of the ride, including the estimated fare.
        2. 2. Booking Logistical Vehicles for Goods and Parcels: The Customer will be notified via the Vhingo mobile App or Portal, subsequent to a successful reservation of a logistical vehicle for products and parcels, of the confirmation notification containing the vehicle's specifications and the estimated fare.
        3. 3. Booking Car Rentals: After making a successful reservation for a car rental service via the Vhingo platform, the client will be notified via confirmation with the following information: the specifics of the reserved vehicle, the duration of the rental, and the fees agreed upon with the car owner.
        4. 4. Hire a Driver: Upon successful booking of a driver through the Vhingo platform, the Customer will receive a confirmation notification detailing the booked driver, the agreed-upon hourly rate, and the scheduled duration.
      2. 5.1.2. Payment Methods
      3. Vhingo accepts various payment methods, including credit/debit cards, digital wallets, cash, and other electronic payment options, as specified in the App and Portal.

      4. 5.1.3. Fare Calculation
        1. 1. Booking Cars, Autos, and Minibuses:The fare for the ride will be calculated in real-time based on the Customer's location, destination, and the type of vehicle selected. The Customer will be informed of the fare before confirming the booking.
        2. 2. Booking Logistical Vehicles for Goods and Parcels:The fare for the logistical vehicle will be calculated in real-time based on the Customer's location, destination, and the size/type of vehicle selected. The Customer will be informed of the fare before confirming the booking.
        3. 3. Booking Car Rentals:Customers may be required to make a prepayment or provide valid payment details to secure their car rental booking. The payment amount will be determined by the car owner and communicated to the Customer during the booking process.
        4. 4. Hire a Driver:The hiring of a driver will be charged on an hourly basis, with rates set by Vhingo. The Customer will be informed of the applicable hourly rate before confirming the booking.Customers may be required to make a prepayment or provide valid payment details to secure the booking of a driver. The payment amount will be based on the estimated duration and the agreed-upon hourly rate.
      5. 5.1.4. Invoicing
      6. An electronic invoice detailing the ride, including fare breakdown, will be provided to the Customer after the completion of the journey.

      7. 5.1.5. Others
        1. 1. Surge Pricing for Cars, Autos, and Minibuses: During peak demand periods, surge pricing may be applied to ensure the availability of vehicles. Customers will be notified of any surge pricing before confirming the booking.
        2. 2. Special Handling Charges for Logistical Vehicles for Goods and Parcels:Additional charges may apply for special handling requirements, such as fragile items, hazardous materials, or specific delivery instructions. Customers will be informed of these charges before confirming the booking.
        3. 3. Security Deposit for Car Rentals:Some car owners may require a security deposit to cover potential damages or violations during the rental period. The security deposit amount and terms will be communicated by the car owner and must be settled before the rental begins.
    2. 5.2. Cancelation Policy
    3.  
      Cars, Autos, and Minibuses
      Logistical Vehicles
      Car Rentals
      Hire a Driver
      Customer-initiated Cancellations
      Customers can cancel a ride through the Vhingo app or Portal. Cancellation charges may apply, and the specific amount will be communicated to the Customer before confirming the cancellation.
      Customers can cancel a logistical service through the Vhingo app or Portal. Cancellation charges may apply, and the specific amount will be communicated to the Customer before confirming the cancellation.
      Customers can cancel a car rental service through the VhingoApp or Portal. Special cancellation charges, if applicable, will be clearly communicated to the Customer before confirming the cancellation.
      If a customer cancels the booking once the driver has reached the destination, a cancellation charge of 150 rupees will apply.
      Cancelation Charges
      Cancellation charges will be determined by Vhingo and may vary based on factors such as the time of cancellation and the type of vehicle booked.
      Cancellation charges will be determined by Vhingo and may vary based on factors such as the time of cancellation, the size/type of the booked vehicle, and the logistics service requirements.
      Cancellation charges will be determined by the car owner. They may vary based on factors such as the time of cancellation, the rental duration, and other specified conditions.
      Customers will be clearly informed of the cancellation charge (150 rupees) before confirming the cancellation to ensure transparency in the process.
      Modification of Bookings:
      Customers may be allowed to modify their booking details, subject to availability and any applicable fees determined by Vhingo.
      Customers may be allowed to modify their logistical service details, subject to availability and any applicable fees determined by Vhingo.
      Customers may be allowed to modify their car rental booking details, subject to the car owner's approval and any applicable fees determined by Vhingo.
      Customers may be allowed to modify the booking details, such as the scheduled duration, subject to availability and any applicable fees determined by Vhingo.
    4. 5.3. Refund Policy
    5. 1. Booking Cars, Autos, and Minibuses:
      1. Cancelled Rides by Vhingo: In the event that Vhingo cancels a confirmed booking due to unforeseen circumstances or unavailability of vehicles, the Customer will receive a full refund.
      2. Customer Cancellation: If a customer cancels a booking before the ride commences, the refund policy will be as follows:
        1. Cancellations made within a specified time frame (e.g., 10 minutes before the scheduled ride) may be eligible for a full or partial refund, as determined by Vhingo.
        2. Cancellations made outside the specified time frame may be subject to cancellation charges.
      3. Refund Processing Time: Refunds, when applicable, will be processed within 7-21 working days. The processing time may vary depending on the payment method used.
      4. No-Show Policy: If the Customer fails to show up for the booked ride without canceling, no refund will be provided.
    6. 2. Booking Logistical Vehicles for Goods and Parcels:
      1. Canceled Services by Vhingo: In the event that Vhingo cancels a confirmed logistical service due to unforeseen circumstances or unavailability of vehicles, the Customer will receive a full refund.
      2. Customer Cancellation: If a customer cancels a logistical service before the journey commences, the refund policy will be as follows:
        1. Cancellations made within a specified time frame (24 hours before the scheduled Service) may be eligible for a full or partial refund, as determined by Vhingo.
        2. Cancellations made outside the specified time frame may be subject to cancellation charges.
      3. Refund Processing Time: Refunds, when applicable, will be processed within 7-21 working days. The processing time may vary depending on the payment method used.
      4. No-Show Policy: If the Customer fails to show up for the booked logistical Service without canceling, no refund will be provided.
    7. 3. Booking Car Rentals:
      1. Canceled Services by Car Owner: If a car owner cancels a confirmed car rental service due to unforeseen circumstances or unavailability of the listed vehicle, the Customer will receive a full refund.
      2. Customer Cancellation:If a customer cancels a car rental booking, the refund policy will be as follows:
        1. Cancellations made within a specified time frame (24 hours before the scheduled rental) may be eligible for a full or partial refund, as determined by the car owner.
        2. Cancellations made outside the specified time frame may be subject to special cancellation charges.
      3. Refund Processing Time: Refunds, when applicable, will be processed within 7-21 working days. The processing time may vary depending on the payment method used.
      4. No-Show Policy: If the Customer fails to pick up the rented car without canceling, no refund will be provided.
    8. 4. Hire a Driver:
      1. Canceled Services by Vhingo:b> In the unlikely event that Vhingo cancels a confirmed driver booking due to unforeseen circumstances or unavailability of drivers, the Customer will receive a full refund.
      2. Customer Cancellation:b> If a customer cancels a driver booking before the driver reaches the destination, the refund policy will be as follows:
        1. Cancellations made within a specified time frame (e.g., 24 hours before the scheduled Service) may be eligible for a full or partial refund, as determined by Vhingo.
        2. Cancellations made outside the specified time frame may be subject to cancellation charges.
      3. Refund Processing Time:Refunds, when applicable, will be processed within 7-21 working days. The processing time may vary depending on the payment method used.
      4. No-Show Policy:If the Customer fails to show up for the booked driver service without canceling, no refund will be provided.
      5. Note:Vhingo reserves the right to update and modify these policies as needed. Customers are advised to review the terms and conditions regularly for any changes.

    Understand the Cancellation Fee

    Cancelling a ride can be frustrating for both riders and driver-partners. To ensure that driver-partners are fairly compensated for their time when committing to a trip, we have put a cancellation fee policy in place.

    Here are some pro-tips to ensure a smooth Vhingo ride:

    1. Double-check your pick-up location on the map before requesting your ride, so that you don't have to cancel your ride later. Pinning your location accurately will save time for both you and your driver.
    2. Be ready to hop into your Vhingo when it arrives. With estimated time of arrivals (ETAs) as low as 5 minutes, your Vhingo is just around the corner.

    When will a cancellation fee be charged?

    If you cancel your ride within 5 minutes of booking, no cancellation fee will be charged. However, a cancellation fee will be imposed in the following cases:

    1. If you cancel your ride after 5 minutes of booking.
    2. If you don't show up for the ride.
    3. If you fail to meet your driver-partner within a certain time limit.
    4. You are required to start the trip within 2 minutes of the arrival of the ride.

    How can you clear your cancellation fee?

    If it's a cash trip, you will receive a notification to ensure that you are aware of the fee that will be added to your next trip. The cancellation fee for a cancelled cash trip will automatically be charged to your next cash trip.

    If you paid with Paytm, debit or credit card, the cancellation fee for a cancelled trip will appear as arrears that need to be cleared before you book your next trip. You could also choose to clear this arrear by adding this amount to your next cash trip.

    What can you do if you were charged a cancellation fee unfairly?

    If you feel that you have been charged a cancellation fee unfairly and due to factors beyond your control like the driver cancelling the trip or if you are unable to connect to the driver, you could use the in-app Help feature (from the top left corner of the app) to raise an in-app ticket.

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