Cancellation & Refund Policy

At Mathi Call Taxi, we prioritize delivering a smooth, dependable, and customer-centric experience. We understand that unexpected changes can occur in travel plans, and we strive to handle such instances in a fair and efficient manner. This policy outlines our comprehensive approach to handling booking cancellations, applicable charges, and the process for issuing refunds.

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1. Cancellation Policy

a. Cancellation by Customer:

We encourage customers to cancel their bookings well in advance to avoid cancellation charges. The applicable conditions and timelines are as follows:

• Local Trips & Hourly Rentals:
  • Cancellations must be made at least 1 hour before the scheduled pickup time.
  • If cancelled within 1 hour of pickup, a cancellation fee of ₹100 will apply.
• Airport Pickup & Drop Services:
  • Cancellations must be made at least 2 hours prior to the scheduled time.
  • If cancelled within 2 hours, a fee of ₹200 will be charged.
• Outstation Trips:
  • Cancellations must be made at least 6 hours before the scheduled journey.
  • If cancelled within 6 hours, a fee of ₹500 or 20% of the booking amount (whichever is higher) will be charged.

Note: The cancellation charges cover operational losses, including driver assignment, vehicle reservation, and logistical costs.

b. Cancellation by Mathi Call Taxi:

In rare and unavoidable circumstances where Mathi Call Taxi is forced to cancel a booking (e.g., vehicle breakdown, driver unavailability, strikes, or severe weather conditions), the customer will be informed immediately.

• A full refund will be provided.
• We will make best efforts to arrange an alternative cab, subject to availability.

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2. Refund Policy

Refunds may be issued under the following circumstances:

• Valid cancellations made within the permissible cancellation window.
• Service failures such as:
  • Driver no-show
  • Excessive delays exceeding 45 minutes without prior notification
  • Vehicle mismatch (not the one booked)
  • Vehicle breakdown before the start of the trip
• Incorrect billing or overcharges due to system or human error.

Refunds will not be applicable in the following cases:

• Customer No-Show: Failure to board the taxi at the designated time and location.
• Incorrect Booking Details: Including wrong pickup/drop location, date, or time.
• Partial Usage: If the customer uses only part of the booked service (e.g., early return during an hourly trip), no refund will be issued for the unused time.

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3. Refund Credit Timeline

We strive to process all eligible refunds promptly:

• Refunds are credited within 5-7 business days from the date of approval.
• The refund will be credited to the original payment method (e.g., UPI, debit/credit card, bank transfer).
• For payments made in cash, refunds will be issued via bank transfer or UPI after verifying the transaction and customer identity.
• You will receive a confirmation email/SMS once the refund has been successfully processed.

Please note: The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

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For further assistance regarding cancellations or refunds, feel free to reach out to us:

📍 Address: Near Vijaya Hospital, Pennagaram, SH 49, Near Dharmapuri, Tamil Nadu 636701
📞 Phone: +91 9994199141
📧 Email: mathicalltaxi@gmail.com