Refund and Cancellation Policy
Last updated: 12 December 2025
1. Introduction
This Refund and Cancellation Policy ("Policy") outlines the terms and conditions for cancellations and refunds for chauffeur-driven services provided by Vibrantcar Rentals Private Limited ("Vibrantcar", "we", "us", or "our"). This policy applies to all bookings made through our website, mobile applications, or customer service channels.
By making a booking with us, you agree to the terms outlined in this policy.
2. Cancellation by Customer
2.1 Cancellation Timeframes
More than 24 hours before pickup
Full refund (100%)
12-24 hours before pickup
50% refund
Less than 12 hours before pickup
No refund
No-show (customer doesn't arrive)
No refund
2.2 How to Cancel
To cancel your booking, you can:
- Call our reservation desk at +91-7300782140 / +91-7069982140
- Email us at reservation@vibrantcar.com with booking details
2.3 Cancellation Confirmation
All cancellations must be confirmed by our customer service team. You will receive a cancellation confirmation email with details about your refund (if applicable).
3. Cancellation by Vibrantcar
3.1 Reasons for Cancellation
We reserve the right to cancel bookings in the following circumstances:
- Vehicle unavailability due to mechanical issues
- Weather conditions that make travel unsafe
- Natural disasters or force majeure events
- Government restrictions or lockdowns
- Customer provides false or invalid information
- Customer fails to provide required documentation
- Safety concerns or security issues
3.2 Compensation for Our Cancellation
If we cancel your booking due to our operational issues, you will receive:
- Full refund of all payments made
- Alternative vehicle arrangement (if available)
- Priority booking for future services
- Compensation for reasonable expenses incurred (subject to approval)
4. Refund Process
4.1 Refund Timeline
- Credit Card/Debit Card: 7-10 business days
- Net Banking: 7-10 business days
- Digital Wallets: 7-10 business days
- UPI: 7-10 business days
- Bank Transfer: 7-10 business days
- International Transactions: 7-10 business days
4.2 Refund Method
Refunds will be processed to the same payment method used for the original transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.
4.3 Processing Fees
Payment gateway charges will be deducted from refunds.Processing fees charged by Razorpay (approximately 2% for domestic and 3% for international transactions plus applicable taxes) will be deducted from the refund amount.
5. Special Circumstances
5.1 Medical Emergencies
In case of medical emergencies, we may provide full refunds even for last-minute cancellations. Valid medical documentation may be required.
5.2 Force Majeure Events
For cancellations due to natural disasters, pandemics, government restrictions, or other force majeure events, we will work with customers to provide appropriate refunds or rescheduling options.
5.3 Long-term Rentals
For long-term rentals (30+ days), special cancellation terms may apply. Please refer to your specific rental agreement for details.
6. Partial Refunds
6.1 Early Return
If you return the vehicle earlier than the booked duration, you may be eligible for a partial refund for the unused time, subject to our minimum rental period policy.
6.2 Service Issues
If you experience service issues during your rental period, please report them immediately. We may provide partial refunds or credits based on the nature and severity of the issue.
7. Non-Refundable Items
The following items are generally non-refundable:
- Processing fees and payment gateway charges
- Insurance premiums (if purchased separately)
- Additional services already provided (GPS, child seats, etc.)
- Fuel charges and toll fees
- Traffic violation fines and penalties
- Damage charges and cleaning fees
8. Dispute Resolution
8.1 Refund Disputes
If you disagree with a refund decision, please contact our customer service team with supporting documentation. We will review your case and provide a resolution within 5-7 business days.
8.2 Escalation Process
If you are not satisfied with our initial response, you can escalate your complaint to our management team at pareshpanjari@vibrantcar.com.
9. International Transactions
For international customers and transactions processed through Razorpay's international payment gateway:
- Refunds will be processed in the original currency
- Exchange rate fluctuations may affect the refund amount
- International processing fees may apply
- Refund timeline may be extended due to international banking procedures
10. Contact Information
For cancellation requests, refund inquiries, or questions about this policy, please contact us:
Customer Service (24x7): +91-7300782140 / +91-7069982140
Email: contact@vibrantcar.com
Refund Inquiries: accounts@vibrantcar.com
Address: P. No. 3, Sahdev Nagar, Niwaru Road, Jhotwara, Jaipur - 302012
Business Hours: Monday to Friday (11:00 Hrs. to 20:00 Hrs) - For Refund only
11. Policy Updates
We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after such changes constitutes acceptance of the updated policy.