Refund & Cancellation Policy

If you need to cancel your booking, please notify us as early as possible via WhatsApp or phone. Cancellation charges are as follows:

To cancel, WhatsApp us at +91 98765 43210 with your booking reference number. Cancellation is confirmed only after you receive a written confirmation from us.

To cancel your booking:

• WhatsApp us at +91 98765 43210 with your name and booking date
• Or call us at +91 98765 43210 between 8 AM – 9 PM
• Or email us at hello@thedrivebureaucom with subject line "Booking Cancellation"

Your cancellation time is recorded from the moment we receive and acknowledge your cancellation request in writing. We recommend WhatsApp as the fastest method — you will receive a confirmation message within 30 minutes during working hours.

Your security deposit is fully refundable, subject to the following conditions:

• Vehicle returned at the agreed time and pickup location
• Vehicle returned with the same fuel level as at pickup
• No damage beyond normal wear and tear noted during return inspection
• No traffic fines, tolls, or penalties outstanding
• No policy violations (smoking, unauthorised driver, etc.)

Refund timeline: Security deposit refunds are processed within 24–48 hours of vehicle return to the original payment method. UPI refunds typically reflect within 24 hours; card refunds may take 3–5 business days depending on your bank.

Partial deductions: If deductions are required (damage, missing fuel, fines), we will provide you a written breakdown via WhatsApp before processing the partial refund.

If you return the vehicle after the agreed return time:

• A late return fee equal to the hourly rental rate will be charged for every hour or part thereof
• If you are running late, inform us at least 1 hour before your return time via WhatsApp
• Extensions are subject to vehicle availability — they are not guaranteed
• Late return fees will be deducted from the security deposit or charged separately

To extend your rental while the trip is ongoing:

• Contact us via WhatsApp or phone at least 1 hour before your current return time
• Extensions are charged at the standard hourly rate for your vehicle
• Extensions are subject to availability — if the vehicle is booked by another customer, extension may not be possible
• Additional rental payment must be made before the extension is confirmed

In rare circumstances, we may need to cancel your booking. This may happen due to:

• Vehicle breakdown or unavailability due to unforeseen mechanical issues
• Natural disasters, government orders, or force majeure events
• Failure to pass KYC verification
• Suspected fraudulent booking or misuse of our service

If we cancel your confirmed booking, you will receive a 100% full refund of all amounts paid, including the security deposit, within 48 hours. We will notify you as early as possible and make reasonable efforts to arrange an alternative vehicle where possible.

All vehicles are provided with a recorded fuel level at pickup. You are responsible for returning the vehicle with the same fuel level. There are no refunds for unused fuel. If you return the vehicle with less fuel than at pickup, the cost of refuelling plus a ₹200 service charge will be deducted from your security deposit.

The following charges are non-refundable and will be deducted from the security deposit or charged separately:

• Smoking fine: ₹2,000 cleaning and policy fine
• Interior damage: Cost of repair or replacement as assessed
• Exterior damage: Cost of repair as per inspection report
• Traffic fines: Full amount of any challan + ₹200 processing fee
• Towing charges: If the vehicle needs to be towed due to customer negligence
• Lost keys: ₹3,000 – ₹8,000 depending on vehicle

All eligible refunds will be processed to the original payment method:

• UPI / Net Banking: 1–2 business days
• Credit Card: 5–7 business days (may vary by bank)
• Debit Card: 3–5 business days
• Cash (deposit only): Returned in cash at vehicle return

If you do not receive your refund within the stated timeline, please contact us at hello@thedrivebureaucom or +91 98765 43210 with your booking details and payment reference number.

If you disagree with any charge or deduction, please contact us within 7 days of your rental return date. We will review your case and respond within 5 business days. Unresolved disputes may be escalated to the Consumer Disputes Redressal Commission as per the Consumer Protection Act 2019.

• WhatsApp: +91 98765 43210 (fastest response)
• Phone: +91 98765 43210 — 8:00 AM to 9:00 PM daily
• Email: hello@thedrivebureaucom
• Address: The Drive Bureau, Andheri West, Mumbai, Maharashtra