Booking Terms & Conditions

Parties

Om Taxi Service, a proprietorship, trading as Om Travels ("we", "us" or "Om Travels") contracts with you for the chauffeur-driven hire of a vehicle on the terms set out below. Our registered office and full company details are published at /company-information.

Definitions

Enquiry

A request you send us, by phone, WhatsApp, email or our website form, asking about a trip. An Enquiry is not a booking and creates no obligation on either side.

Quotation

A written statement from us naming the vehicle class, the route or duty, the fare and what it includes, and how long the Quotation stands. A Quotation is an offer, not a confirmed booking.

Booking Confirmation

Our written confirmation, issued once you have confirmed a Quotation and we have received the agreed advance, that a vehicle and chauffeur are reserved for your trip.

Duty Slip

The driver's own record for your trip: the vehicle, the chauffeur, the opening and closing odometer readings, and the opening and closing times, signed by you.

Vehicle Class

A category of vehicle, such as sedan, MPV or tempo traveller, defined by its seating and its published fare rather than by a specific registration number, model or colour.

Chauffeur

The driver we supply with every vehicle. We do not hire out a vehicle without one.

Hirer

You: the person or entity that confirms a Quotation and is named on the Booking Confirmation, responsible for these Terms being observed by every passenger travelling with you.

How a booking is made

Submitting an enquiry does not create a booking. No contract of carriage arises until (a) we issue a written Quotation, (b) you confirm it in writing, and (c) we issue a Booking Confirmation against receipt of the agreed advance.

An Enquiry starts a conversation, not a contract. Nothing on our website, in a WhatsApp reply or on a call is itself an offer capable of being accepted; it is an invitation for you to enquire, and the offer is the written Quotation we send in reply. How this works alongside our website terms is set out at /terms; these Terms govern the booking itself, once one exists.

What we are

We are the principal operator of your trip. We contract with you directly for your chauffeur-driven hire, and we are not acting as an agent, an aggregator or a marketplace putting you in touch with a third-party operator.

Om Travels does not offer self-drive vehicle rental. Every vehicle is supplied with a chauffeur. Any request to operate our vehicle yourself will be declined.

Quotation validity and price revision

Every Quotation states the period for which it stands. Once that period passes without your written confirmation, the Quotation lapses, and we may issue a fresh one at the fare then current.

Once you have confirmed a Quotation and we have issued a Booking Confirmation, the fare does not move except on the short, closed list below. It is not open to any other reason, and it is stated here in full because two of our other policies, on fuel and on pricing, both point back to this page rather than restating it.

A quoted price may be revised only for the following reasons, and no others: (a) a change in fuel price notified by the oil marketing companies; (b) a change in toll, state entry tax, permit fee or any government levy; (c) a change to the itinerary, dates, vehicle class or passenger count requested by you. We will tell you in writing, with the reason and the arithmetic, before any revision takes effect, and you may cancel without charge if you do not accept it.

Vehicle class and substitution

A vehicle is booked by class, not by a specific registration number, model or colour, unless we have expressly confirmed a named vehicle in writing (as we do for named wedding cars). We may supply a vehicle of the same class or a higher class at no additional cost.

Where we do substitute within your Vehicle Class or above it, your fare, your inclusions and your Duty Slip are unaffected. We never substitute to a lower class without your agreement and a corresponding reduction in fare.

What the fare includes and excludes

What is built into your fare, what is charged at actuals, and what a cancellation costs are set out in full at /legal/pricing-and-taxes and /cancellation-refund-policy. We do not repeat those figures here; this page is the contract those figures sit inside.

Kilometre and hour computation

How kilometres and hours are measured, rounded and totalled, and the minimum kilometre figure that applies to your Quotation, are set out in full at /legal/km-and-hours-computation. Your Duty Slip is the record we both work from at the end of the trip.

Driver allowance

Where a driver allowance applies to your trip, it is stated on your Quotation as its own line. No charge on our published tariff depends on the hour at which you travel: the same fare and the same allowance apply whether your pick-up is at nine in the morning or three at night. Full detail is at /legal/driver-allowance.

Toll, parking, permit and state tax

Toll, parking, entry permit and interstate or state tax genuinely attracted by your trip are billed to you at actuals, against the receipt issued at the plaza, the gate or the check-post. We do not mark these up, and full detail on how they are billed is at /legal/permits-tolls-and-taxes.

Your obligations

When you book with us, you agree to:

• carry a valid photo identity document and produce it if the chauffeur or an official reasonably asks
• be ready at the confirmed pick-up point and time; the chauffeur is not obliged to wait indefinitely for a late start
• use the vehicle only for a lawful purpose
• treat the chauffeur and the vehicle with ordinary courtesy and care

Prohibited use

You must not use a vehicle booked with us for:

• carrying an illegal, banned or dangerous good
• loading the vehicle, or its passengers, beyond its lawful seating and luggage capacity
• sub-hiring, re-letting or handing the vehicle on to another party
• a purpose that is unlawful, or that puts the chauffeur or another road user at risk

A breach of this section is grounds for the chauffeur to end the trip, without a refund of the portion already run.

Conduct inside the vehicle

What we ask of you and every passenger travelling with you once you are in the vehicle, including smoking, alcohol and how the chauffeur is treated, is set out at /legal/in-vehicle-conduct and forms part of these Terms.

The chauffeur's right to refuse or end a journey

Our chauffeur may decline to start, or may end, a journey he reasonably believes to be unsafe: an intoxicated or abusive passenger, a vehicle loaded beyond capacity, a route that is not fit to drive, or an instruction that would break the law. Where he ends a journey on this ground, we treat it the same way as a breach under the prohibited use section above.

Changing, amending or extending a confirmed trip

Tell us as early as you can if you need to change your pick-up time, your route or your duration, or if you wish to extend a trip already under way. We accommodate a change wherever the vehicle and chauffeur remain available for it; where a change is not possible, or where it falls within the price-revision list above, we tell you before we proceed rather than after.

Breakdown, substitution and downgrade

What happens if your vehicle breaks down or cannot continue, including how we replace it and what happens if only a lower class is available at short notice, is set out at /legal/breakdown-and-substitution.

Accident and emergency

What we do, and what we ask of you, in the event of an accident or another emergency during your trip is set out at /legal/emergency-protocol.

Damage, soiling and cleaning

Damage to the vehicle beyond normal wear, or soiling that needs cleaning beyond a routine valet, is charged to you at our reasonable cost of making it good. We publish our fixed damage and cleaning charges separately from these Terms, and we itemise and show you any such charge before it is invoiced.

Lost property

If you leave something behind in the vehicle, our process for reporting it and getting it back to you is set out at /legal/lost-and-found.

Cancellation and refund

What it costs to cancel a confirmed booking, and when a refund is due in full, is set out in full at /cancellation-refund-policy, which forms part of these Terms.

Payment terms

We accept payment by the methods listed at /payment-terms. In line with section 269ST of the Income-tax Act, 1961, we do not accept ₹2,00,000 or more in cash from you in a day, in a single transaction, or across transactions relating to one booking or occasion.

GST and invoicing

GST is charged on chauffeur-driven hire at 5%, without input tax credit. As Om Taxi Service is not a body corporate, where you book as a body-corporate client the GST on your invoice is payable by you directly under reverse charge rather than being charged forward by us. The mechanism, the SAC codes and what our invoice carries are set out in full at /legal/gst-and-invoicing.

Force majeure

Where an event genuinely outside our reasonable control, a natural disaster, a curfew, a strike or a road closure among them, prevents or delays your trip, our Force Majeure Policy at /legal/force-majeure applies in place of the ordinary terms above.

Limitation of liability

What we are responsible for on your trip, and the boundary of that responsibility, is set out in full at /legal/limitation-of-liability.

Nothing in these Terms limits your rights under the Consumer Protection Act, 2019, or your right to approach a Consumer Commission having jurisdiction.

Data protection

We collect and use your personal data, including what your Enquiry and Booking Confirmation contain, in line with our Privacy Policy at /privacy-policy.

Grievance and escalation

If anything about your booking gives you cause to complain, our Grievance Officer and the full escalation ladder are at /grievance-redressal.

Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to your rights as a consumer to approach a Consumer Commission having jurisdiction over your place of residence or business, the courts at Panipat, Haryana have jurisdiction.

These Terms do not require you, as a consumer, to submit a dispute to arbitration. Arbitration is used only in our business-to-business contracts, set out in those contracts themselves.

Severability and entire agreement

If any part of these Terms is found unenforceable, the rest continues to apply. These Terms, together with the policies they refer to, are the entire agreement between us about your booking.

Questions about this page: info@om-travels.in. Registered office: Grand Trunk Road, Panipat, Haryana.