Legal & policies
Every policy in one place
What you agree to when you book, how we handle your data, and how to raise a complaint if something goes wrong. Each page carries its own version number and effective date, and every change is recorded at the change log.
Foundation & statutory
- Website Terms of UseThis page covers how you may use this website: what the information on it means, what you may and may not do with it, whose intellectual property it is, and where to go if something goes wrong. It does not cover your booking, which is a separate contract that only exists once we have issued a written Quotation and you have confirmed it; that contract is set out in full in our Booking Terms & Conditions.
- Booking Terms & ConditionsThis page is the actual contract for your trip. It explains how an Enquiry becomes a Quotation, how a Quotation becomes a confirmed booking, what you are entitled to once it is confirmed, and what we ask of you in return.
- Privacy PolicyThis page sets out what we collect about you when you use this website, price a trip, or enquire about one, why we collect it, who else ever sees it, how long we keep it, and the rights you have over it, including a right the Digital Personal Data Protection Act gives you that most people have never heard of: the right to name someone to act for you if you die or become incapacitated. If you would rather speak to a person than read a policy, our Data Protection Contact is named below with a direct email and phone number.
- Cookie & Tracking PolicyThis page explains what a cookie is, what this website currently sets, and what governs anything we add later. The honest answer today is short: one cookie, needed to keep the enquiry form working, and nothing that tracks you, profiles you or follows you anywhere else. Where that ever changes, this page changes with it, and your consent is asked for first.
- Data RightsThe Digital Personal Data Protection Act gives you specific rights over the personal data we hold about you. Our Privacy Policy names them; this page is where you actually use them, who to write to, what we ask for, how we check it is genuinely you, and how long each step takes.
- Sub-processorsThe named, current list of outside companies who handle any part of your personal data on our behalf, and what each one does.
- Grievance RedressalIf something has gone wrong, this page tells you exactly who to write to, what happens next, and how fast. Every complaint is acknowledged within 24 hours and resolved within 15 days, and never later than one month.
- Company InformationThis page names the business that owns and operates om-travels.in, where it is based, and who to contact.
- DisclaimerThe distances, durations and figures on this website are our honest current position, not a guarantee, and the pictures on it show the class of vehicle rather than the exact one that turns up. This page says, section by section, what to rely on and what not to, and where the figure you can actually rely on is published instead.
- Limitation of LiabilityWe own our vehicles and employ or directly verify our drivers, so we stand behind the whole of your trip rather than passing you to a third party. This page says plainly what we are responsible for, where the boundary of that responsibility sits, and how it works alongside the Consumer Protection Act and our Force Majeure Policy.
- Force Majeure PolicyA force majeure event is one genuinely outside our control: a natural disaster, a curfew, a strike, a government order. This page lists what counts, what does not, and what happens to your money if one affects your trip.
- Acceptable Use PolicyThis page applies to anything you submit to us: a review, a photograph, a testimonial, or a message through our forms. It sets out what you may not post, and what happens to a photograph or a review once you share it with us.
- Fair PracticesWe do not use fake urgency, pre-selected extras, guilt-worded decline buttons or any other manipulative design trick the Central Consumer Protection Authority has named. This page sets out what each of those tricks would look like on a car hire website, and states plainly that we do not use them.
- AccessibilityWe want this website and the service it books to be usable by everyone, including a customer using a screen reader, a keyboard, or a wheelchair-accessible vehicle. This page states what we are building toward, what is already in place, and how to reach us if something does not work for you.
- Security Practices & Incident ResponseThis page sets out how we protect the information you give us: what is encrypted in transit, who inside the business can reach it, what we deliberately do not store at all, and what we commit to if a security incident ever affects your data.
- Responsible DisclosureIf you have found a security issue on this website, this page tells you how to tell us safely, what to include, and what protection you have for doing so.
Money, tax & pricing
- Cancellation & Refund PolicyCancel 48 hours or more before pick-up and you get a full refund. Inside that window a charge applies, because by then the vehicle has been blocked and the driver rostered. This page sets out exactly where the lines fall.
- Payment TermsA booking is confirmed only once you accept a written quotation. This page sets out how payment moves from there, what methods we accept, and the one commitment that matters most: we collect payment only into an account carrying our own registered name, stated on your own quotation or invoice.
- How We Price a TripThe price on your quotation is the price you pay. Every extra, toll, parking, state tax, driver allowance, GST, is a named line with a figure against it before you confirm. Nothing is added afterwards. This page sets out how that figure is built, and the short list of things that can change it.
- GST & InvoicingWe charge one GST rate, applied the same way to every booking. This page sets out that rate, the SAC codes it sits under, and, for a body-corporate client, exactly who pays the GST on our invoice and why.
Transport operations
- Permits, Tolls & State TaxAn All India Tourist Permit is why an outstation car is not stopped and taxed at every state border, one fee paid up front instead of nine separate ones at nine separate check-posts. This page sets out what that means for your trip, which taxes, tolls, parking charges and entry fees are genuinely payable and when, and exactly how to tell a real charge from one a driver has invented on the road.
- Driver AllowanceDriver allowance is the driver's food and lodging money, shown as a named line on your quotation before you confirm, at the published rate, and never negotiated with you at the destination.
- Fuel PolicyFuel is included in the fare for every chauffeur-driven hire we run. You will never be asked to pay for it at a pump, on the road, or anywhere else on your trip, and a driver has no authority to ask you to.
- How We Count Kilometres and HoursAmbiguity about how kilometres are counted is the single most common cause of disputes at drop-off in Indian car rental. We publish our method here so there is nothing to argue about.
- Driver Conduct & Duty HoursA meaningful share of outstation road accidents in India are fatigue accidents. This page sets out the standard we hold every driver on our panel to, and what happens if it is not kept. It is a safety commitment, not a limit on your trip: where a plan needs more driving than one man can safely do in a day, our answer is a second driver, not a tired one.
- Luggage PolicyTell us what you are carrying when you enquire, not on the day. A vehicle is sized for the number of people travelling first, and whether it also suits your luggage depends on what you actually bring, so we would rather get that right before your trip than find out at the kerb.
- In-Vehicle ConductThis page sets out what is and is not permitted inside our vehicles, from smoking and alcohol to pets and music, and how a cleaning or damage charge is assessed when one is needed. It also covers your seatbelt, and the one circumstance in which our driver may end a journey before it is finished.
- Passenger Code of ConductThis page sets out what we expect of you on a trip, respect for our drivers and staff, punctuality, safety and lawful conduct, and what you can expect of us in return, so both sides know where they stand before anything goes wrong.
- Accident, Medical & Emergency ProtocolIf something goes wrong on a trip, this page sets out what our driver is trained to do in the first five minutes, and what happens after that: a replacement vehicle, a call to the emergency contact you gave us, and the insurance and paperwork that follow. It covers ground transport only, on any trip booked through Om Travels.
- Lost & FoundIf you have left something behind in one of our vehicles, tell us straightaway with your trip details. We ask the driver to check the vehicle, hold what is found, and work with you on how it gets back to you, whether that is collecting it in person or having it couriered.
- Corporate Transport TermsThis page sets out the commercial and legal terms behind a company account: how billing works, who pays the GST on a supply to your business, and what we commit to on safety, data, continuity and disputes. What an account changes day to day is at /corporate; this is the contract behind it.
People, safety & ethics
- Traveller SafetyThis page brings our safety approach into one place: the vehicle, the driver, the road, and what happens if something goes wrong. It draws on what we publish separately about vehicle and driver standards and our emergency protocol, cross-referenced rather than repeated, so you can read the whole of what we do for your safety without reading several documents end to end.
- Solo & Women Traveller SafetyThis page is the fuller protocol our Traveller Safety policy points to for a solo or a woman traveller, and especially for a night trip. It does not repeat the vehicle standard, the driver standard or the general emergency protocol; it adds what is specific to travelling alone: what reaches you before pickup, how we handle a halt and a route, how a harassment complaint against a driver is dealt with, and who to call.
- Non-DiscriminationWe do not refuse, downgrade or charge more for your trip because of who you are, and the same standard governs how we recruit, engage, pay and promote anyone who works for us: an employee, a driver on our panel, or a vendor we contract. This page names the grounds it covers, what that looks like in practice, and what happens if a driver breaches it.
Trust & anti-fraud
- CredentialsWhat we hold, stated plainly. The two ratings below are on public listings you can check yourself.
- Payment SafetyWe collect payment one way: an account or UPI ID registered in our own name, stated on your quotation or invoice and nowhere else. This page sets out how money actually moves on a booking with us, what a genuine document from us looks like, and how to tell a real request from a fraudulent one.
- Report Fraud or ImpersonationIf somebody has contacted you claiming to be us, asked you to pay into an account we have not confirmed, or used our name to ask for money or an OTP, this page tells you what to do: who to call first, how to tell us, and what we do once you have.
Partners & vendors
- Vehicle Partner TermsThese are the terms for a vehicle owner attaching a vehicle to the Om Travels fleet: what is required of the vehicle and its driver and why, how a duty is allocated to you, how a duty slip is verified and drives what you are paid, how liability is shared, and how suspension and de-panelling work.
- Driver TermsThis page sets out your rights and your duties as an Om Travels driver, whether you are on our own rolls or engaged through one of our vehicle partners: what happens at onboarding, your right to rest, how we expect you to conduct yourself on a duty, our zero-tolerance rule on alcohol, what to do if a customer or an official asks you for something you should not do, how a duty slip and a payment actually work, and where to turn, whether that is a grievance, a POSH complaint, or a decision you want explained.
- Partner Privacy NoticeThis page is for drivers, vehicle owners and anyone else who partners with us, not for a customer booking a trip. It sets out, in plain English, what we collect about you, why we need it, who else sees it, and how long we keep it.
Communications
- How We Communicate With YouWhatsApp is how we actually run a trip: your quotation, your booking confirmation, your driver’s number and your trip reminders reach you there. This page sets out what we send, why, and how to switch off anything you did not ask for, without switching off the messages that get your car to you.
- Your Communication PreferencesThis page is a one-glance summary of what you currently hear from us and how to change any of it. It does not repeat the full mechanism, that is set out in detail at /legal/communication-policy, how consent is captured, how WhatsApp works, quiet hours, and the complete opt-out route. This page just tells you where you stand and points you to what to do next.