DEFINITIONS AND KEY TERMS

Before proceeding with the specific policies, it is important to establish a clear understanding of the terms and definitions used throughout this document. This will ensure clarity and help prevent misunderstandings between Fleet24|7 and our customers.

DEFINATIONS

Booking Transfer Policy

A set of guidelines that allow a customer to transfer their booking to another eligible person under specified conditions.

Customer

Any individual or entity that engages Fleet24|7 for the purpose of using our transportation services. Customers must be at least 18 years of age and possess the legal capacity to enter into contracts.

Voucher

A document or electronic record issued by Fleet24|7 upon the initiation of service. It includes details such as travel itinerary, traveler information, amount paid in advance, and the balance amount due upon completion of the service.

Advance Payment

A payment made by the customer at the time of booking, which is a portion of the total fare, to secure the vehicle and service for the specified date and time.

Cancellation Fee

A fee that may be charged if a booking is cancelled. The fee is dependent on the timing of the cancellation relative to the scheduled pickup time based on the cancellation policy.

No-Show

A situation where the customer fails to appear at the designated pickup location without informing Fleet24|7, resulting in a penalty as defined in the No-Show Policy.

Refund Policy

Guidelines that describe the conditions under which a refund is issued to the customer, including the process and timing for receiving a refund.

Peak Season

Peak Season refers to specific periods throughout the year when the demand for cabs is exceptionally high. This includes, but is not limited to, major Indian festivals (e.g., Diwali, Holi, Christmas, New Year), government or state holidays, and school vacation periods such as summer and winter breaks. Peak Season also accounts for regional travel peaks, which vary depending on the state or region from which the booking is made or to which it is destined. During these times, modifications to standard booking and cancellation policies may apply due to increased demand.

Application

The terms defined in this section are used throughout the Fleet24|7 Terms and Conditions and are intended to provide clarity and consistency in the interpretation of the policies described herein.

GENERAL BOOKING AND SERVICE POLICY

Safety and Security

In the event of any intentional misconduct by the driver, passengers can call Fleet24|7's Support Team, which is actively available 24/7, the number of the dedicated team has been shared after the trip confirmation.

DRIVER CONDUCT POLICY

Professional Behavior

Fleet24|7 mandates a strict code of conduct for our drivers. This includes no smoking, no consumption of intoxicating substances, and gutka/pan while driving. Drivers are expected to conduct themselves professionally and to treat passengers with respect during the trip.

Feedback and Accountability

Fleet24|7 actively encourages and welcomes feedback on driver performance. Any complaint received is taken with the utmost seriousness and is subject to an internal review. Drivers found to be in violation of our service standards are subject to disciplinary action, which may include retraining, suspension, or termination of service. Repeat offenses may lead to the blacklisting of the driver and the vendor they represent.

Dress Code and Presentation

Drivers are expected to wear formal attire and maintain a well-groomed appearance to uphold the professional image of Fleet24|7.

Driver Working Hours

In accordance with human rights and safety standards, drivers are not permitted to work more than 15 hours in a single stretch. Further service beyond this limit requires mutual consent between the driver and the passenger, with safety as the priority.

FARE CALCULATION POLICY

1. Basis of Fare Calculation

Base Package Determination

The foundation of Fleet24|7’s fare calculation is the base package, which varies depending on the type of service—local, outstation, or return trip. For local trips, we offer predefined packages such as 8 hours/80 kilometers, 4 hours/40 kilometers, and 12 hours/120 kilometers, which further depends on location. For outstation and return trips, the base fare is calculated based on the total distance traveled from the operator’s garage back to the garage, not merely from the pickup to the drop-off points. This method ensures that our pricing remains fair and transparent, tailored to the specific travel needs of our customers.

Calculation of Additional Usage

When the journey exceed the base package of hours or kilometers, additional charges will apply. These charges are, per kilometer charge, per hour rate, driver allowance, parking charges, toll charges, and other state taxes.

2. Verification of Travel Distance and Duration

Initial Odometer Reading Confirmation

At the beginning of each trip, the client is required to record the odometer reading in the presence of the driver to ensure transparency. This reading marks the starting point for calculating the distance travelled.

Final Odometer Reading Validation

Upon completion of the journey, the final odometer reading is taken to ascertain the total distance covered. The customer is invited to verify this reading to confirm that the fare calculation is based on the actual distance travelled during their booking, with the charges including Toll Parking, state taxes, and other applicable taxes.

3. Additional Fare Components

Government Taxes and Surcharges

All fares are subject to the prevailing government taxes including but not limited to GST, TDS, and any applicable surcharges. These are calculated in accordance with legal requirements and added to the final fare. The same will be calculated/charged as applicable.

PAYMENT POLICY

1. Advance Payment

Payment Structure

To secure a booking with Fleet24|7, customers have the option to pay an advance payment. The advance amount is dependent on the package, and the payment options available at the time of booking.

Online Payment Methods

The advance payment can be made through multiple online channels, including credit/debit cards, UPI, and other recognized digital payment platforms. Fleet24|7 ensures that all transactions are processed through secure, encrypted payment gateways to safeguard customer financial information.

Issuance of Voucher

At the initiation of service, Fleet24|7 issues a voucher to the customer that outlines:

1. Advance Payments: The amount paid in advance at the time of booking, clearly itemized.
2. Estimated Balance Due: An estimate of the balance that will be due upon completion of the trip, based on the booked package.

This voucher serves as a confirmation of the transaction and provides customers with a clear understanding of their financial commitments before the trip begins.

2. Final Payment Post-Ride

Completion of Payment

Upon the completion of the ride, any remaining balance is due and will be collected by the driver in cash or online means, or any other method introduced by Fleet24|7 from time to time.

Payment Confirmation and Receipts

Upon completion of the trip, three key procedures are followed regarding payment receipts:

1. Advance Payment Receipt: A receipt for any advance payment made online will be provided immediately upon transaction confirmation. This receipt documents the amount received and serves as proof of the advance payment.
2. Receipt by Driver: Any payments collected by the driver will be subject to verification and update by the driver on the Fleet24|7 portal. This process ensures that all transactions are accurately recorded and acknowledged in the system.
3. Receipt Requests: In cases where a client requires a detailed receipt of the total transaction, such requests must be made via email to Fleet24|7’s support team. A comprehensive receipt will be issued within 48-72 working hours from the request, ensuring all service details and payments are accurately reflected.

In the event of any discrepancies or disruptions in the payment process, clients are encouraged to contact the Fleet24|7 support team immediately for assistance and resolution.

CANCELLATION POLICY

1. Cancellation Timeframes and Fees

Scheduled Cancellations

• More than 24 hours before pickup time: No cancellation fee will be charged, and any advance payments will be fully refunded, except during peak seasons as specified below.

1. Peak Season Clause: During peak seasons, cancellations made more than 24 hours before pickup may incur cancellation charges due to high demand. The charges are as follows:

• Local Trips: 25% of the booking amount.
• Multistation Single-Day Trip: 1-day booking cost.
• Multi Station Multi-Day Trip (4 days or less): 1-day booking cost..
• Multi Station Multi-Day Trip (more than 4 days): 25% of the total booking amount.
• The remainder of any advance payments will be refunded according to the refund policy.


• Within 24 hours of pickup time: If a cancellation is made within this timeframe, cancellation fees will be imposed as follows:li>
  • Local Trips: 25% of the total booking amount.
  • Single-Day Multistation Trip: 25% of the total booking amount.
  • Multi-Day Multi Station Trip (4 days or less): 1-day charge of the booking amount.
  • Multi-Day Multi Station Trip (more than 4 days): 25% of the total booking amount.

Through the Fleet24|7 Platform Customers may cancel a booking using the Fleet24|7 mobile app or website. The process is designed to be straightforward, with immediate confirmation of the cancellation and fee assessment.

Via Customer Support For assistance with cancellations not manageable through the app or website, customers may contact our 24/7 customer support center.

2. Post-Cancellation Procedure

Cancellation Confirmation Upon cancellation, customers will receive an immediate electronic confirmation detailing any applied fees.

REFUND POLICY

1. Eligibility for Refunds

Refunds are applicable to the advance payments made during booking under the following conditions:

• If the booking is cancelled within the allowed timeframe and is eligible for a refund after the deduction of the cancellation fee.
• If Fleet24|7 initiates the cancellation for any reason.

2. Processing of Refunds

• Refund Timeline
• For customer-initiated cancellations: Refunds will be processed within 5-7 working days.
• For company-initiated cancellations: Refunds will be processed within 24 hours.

3. Refund Method

• Original Payment Method Refunds will be credited back to the original payment method used at the time of booking.

No-Show Policy POLICY

1. Definition of a No-Show

A no-show is considered when the customer does not arrive at the pickup location within a reasonable time frame, which is set at 30 minutes past the scheduled pickup time, without prior notification.

• No-Show Charges
• Full Advance Liability In the event of a no-show, the customer is responsible for the 25% of the total booking amount (which is the minimum advance that has to be collected on the platform), as compensation for the driver's allocated time and loss of potential bookings. The rest will be refunded to the customer.

BOOKING MODIFICATION POLICY

1. Eligibility for Booking Modifications

Timeframe for Modifications

Modification can be made without any additional charges. Also, it will be subject to availability and potential adjustment.

2. Types of Modifications Allowed

• Change of Vehicle Type Customers can upgrade or downgrade the vehicle type based on availability. Any changes in fare due to a change in vehicle type will be clearly communicated and agreed upon before confirmation.
• Change in Pickup or Drop-off Location Modifications to the pickup or drop-off location can be accommodated. Changes that result in an increase or decrease in distance will be reflected in the adjusted fare.
• Adjustment of Pickup Time Adjustments to the scheduled pickup time are permissible. Significant changes to timing may affect vehicle availability and fare.

3. Contacting Customer Support for Modifications

For modifications that require personal assistance or cannot be handled through the app, our customer support team is available 24/7. Customers can contact support to help with booking adjustments, ensuring that changes are made efficiently and accurately.

4. Confirmation of Modifications

Confirmation Notification Upon successful modification of a booking, customers will receive a confirmation via email or SMS. This confirmation will detail the new booking information and any adjustments to the fare.

5. Charges and Refunds

1. Fare Differences If the modification results in a higher fare, the difference will be charged to the customer. Conversely, if the new fare is lower, the difference will be refunded according to the terms of our Refund Policy.

2. Administrative Fees Fleet24|7 does not charge administrative fees for booking modifications made.

BOOKING TRANSFER POLICY

1. Transfer Eligibility

Conditions for Transfer

Booking transfers are permitted under the following conditions:

The request for transfer must be made at least 24 hours before the scheduled pickup time.

The original booking must not have already commenced.

The recipient of the transfer must meet all customer criteria as per Fleet24|7's terms of service.

2. Process for Booking Transfer

• Initiating a Transfer To transfer a booking, the original customer must provide the information via the customer support.
• Approval of Transfer All booking transfers are subject to approval by Fleet24|7. This approval is contingent upon verification of the recipient's eligibility and the feasibility of accommodating any changes to the booking.

3. Confirmation of Transfer

• Transfer Confirmation Notification Once the booking transfer is approved, both the original customer will receive a confirmation notification via email or SMS.

4. Fees and Charges

• Transfer Fees Fleet24|7 will not charge any administrative fee for the booking transfer.
• Fare Adjustments If the transfer results in any changes to the itinerary that affect the booking fare, such adjustments will be calculated and confirmed with both the original customer and the recipient. The recipient may be required to pay any difference in the fare if the new itinerary incurs higher costs.

5. Cancellation of Transferred Bookings

• Cancellation by Recipient If the recipient needs to cancel the booking post-transfer, the cancellation will be subject to the standard cancellation policy as outlined in Section 4. Any refunds will be processed according to the original payment method and terms agreed upon during the transfer.

CAB REPLACEMENT POLICY

1. Criteria for Cab Replacement

• Situations Warranting Replacement Cab replacements are provided under the following circumstances:
• Mechanical failure or breakdown of the assigned vehicle.
• The cab does not meet the expected standards of cleanliness or maintenance as promised by Fleet24|7.
• The assigned driver fails to arrive at the designated pickup location.

2. Process for Requesting a Replacement

• Immediate Notification In the event of any issue that necessitates a cab replacement, customers are required to notify Fleet24|7 immediately by contacting our 24/7 customer support center.
• Verification of Replacement Need Upon receiving a request for replacement, Fleet24|7 will verify the validity of the claim and assess the situation. This may involve a direct communication with the driver to ascertain the nature of the issue.

3. Providing a Replacement Cab

• Timeliness of Replacement Fleet24|7 commits to providing a replacement cab within the shortest possible time to minimize inconvenience to the customer. The expected time frame for the arrival of a replacement cab will depend on the customer's location and available nearby resources.
• No Additional Cost If a replacement cab is provided, the customer will not be charged any additional fees for the replacement service. Any fare differences due to vehicle upgrades in emergency situations will be absorbed by Fleet24|7.

DISPUTE RESOLUTION POLICY

1. Scope of Dispute Resolution

• Addressing Concerns Fleet24|7 is committed to resolving any disputes or disagreements that may arise during the course of service delivery. This policy covers disputes related to fare calculations, driver conduct, service quality, billing discrepancies, and any other service-related issues.

2. Initiating a Dispute

• Reporting a Dispute Customers are encouraged to report disputes as soon as possible to enable timely resolution. Disputes can be reported through the Fleet24|7 mobile app, via email, or by contacting our customer support center directly. Customers should provide all relevant details of the issue, including the booking ID, date of service, and a clear description of the problem.

3. Investigation Process

• Review and Investigation Upon receipt of a dispute, Fleet24|7 will initiate an investigation. This process may involve reviewing communication records, driver reports, vehicle tracking data, and any other relevant information. We aim to complete initial investigations within 48 hours of the dispute being reported.

4. Resolution Strategies

• Communication and Resolution Based on the findings of the investigation, Fleet24|7 will propose a resolution to the customer. This may involve adjustments to billing, offering service credits, or other compensatory measures depending on the nature of the dispute.
• Escalation Procedures If the customer is not satisfied with the proposed resolution, the dispute can be escalated to senior management. An escalated dispute will be reviewed within an additional 48 hours, and a final resolution will be communicated directly to the customer.

5. Documentation and Record Keeping

• Maintaining Records All disputes and their resolutions will be documented thoroughly by Fleet24|7. These records help in maintaining transparency and can be referenced for any future disputes or claims.

6. Continuous Improvement

• Feedback and Improvement Feedback received through the dispute resolution process is crucial for improving our services. Fleet24|7 will regularly review dispute cases and feedback to identify trends and areas for service enhancement.

PRIVACY POLICY

1. Commitment to Privacy

Protection of Personal Information Fleet24|7 is committed to protecting the privacy and security of our customers' personal information. This policy outlines our practices for collecting, using, and safeguarding personal data and ensuring compliance with applicable privacy laws.

2. Collection of Information

• Information Types Collected We collect information that customers provide directly when they register for an account, make a booking, or communicate with us. This may include:
• Name, contact details, and identification proof.
• Payment information, such as credit card numbers or bank account details.
• Travel preferences and booking history.
• Automatic Data Collection When customers use our services, we automatically collect information about their interactions with our app and website, as well as GPS location data when using our cabs

3. Use of Information

• Purpose of Data Collection The information collected is used to:
• Provide and manage bookings.
• Process payments and communicate regarding transactions.
• Enhance service offerings and improve user experience.
• Comply with legal and regulatory obligations.

4. Disclosure of Information

• Sharing with Third Parties Fleet24|7 may share customer information with:
• Service providers and business partners who assist in the delivery of our services.
• Law enforcement or government agencies, if required by law or to protect the rights and safety of our customers and our business.

• No Sale of Personal Data Fleet24|7 does not sell customer information to third parties.

5. Data Security

• Security Measures We implement a variety of security measures, including encryption and secure server hosting, to protect the integrity and security of personal information.

6. Customer Rights

• Access and Control of Personal Data Customers have the right to access, correct, or delete their personal information. They can also request that we restrict processing or object to certain uses of their data.

7. Data Retention

• Retention Period Fleet24|7 retains personal information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required or permitted by law.

8. Changes to the Privacy Policy

• Policy Updates This Privacy Policy may be updated periodically to reflect changes in our personal information practices or relevant laws. We will post a prominent notice on our website and app to notify customers of any significant changes, and we will indicate at the top of the policy when it was most recently updated.