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Booking and Cancellation

6th March 2025

BOOKING AND CANCELLATION POLICY

Last Updated: 6th March 2025
Effective Date: 6th March 2025

This Booking and Cancellation Policy (“Policy”) explains the rules applicable to bookings, cancellations, no-shows, waiting time, refunds, and related charges for services provided through Brij Taxi (“Brij Taxi”, “we”, “us”, or “our”).

By making a booking through the Brij Taxi website, mobile application, or any other supported booking channel, you agree to comply with this Policy and the applicable Brij Taxi Terms and Conditions.

1. BOOKING A RIDE

Customers may book a ride through the Brij Taxi platform by providing the required booking information, which may include:

  • Pickup location;

  • Drop-off location;

  • Date and time;

  • Vehicle category;

  • Number of passengers;

  • Additional requirements, where available; and

  • Other information necessary to complete the booking.

A booking request is considered submitted when the customer completes the booking process through the platform.

A booking may be considered confirmed only after Brij Taxi or an assigned driver/transportation partner accepts or confirms the booking, depending on the booking type and applicable platform process.

2. BOOKING CONFIRMATION

After a booking is successfully created, Brij Taxi may provide a confirmation through:

  • Mobile application;

  • SMS;

  • Email;

  • Push notification; or

  • Other available communication methods.

Customers should verify the booking details carefully, including:

  • Pickup point;

  • Drop-off point;

  • Date;

  • Time;

  • Vehicle category; and

  • Applicable fare or estimated fare.

Customers should contact Brij Taxi support as soon as possible if any booking information is incorrect.

3. FARE AND BOOKING CHARGES

The fare displayed at the time of booking may depend on factors such as:

  • Distance;

  • Travel duration;

  • Vehicle category;

  • Demand;

  • Time of travel;

  • Waiting time;

  • Applicable taxes;

  • Tolls;

  • Parking charges;

  • Additional services; and

  • Other applicable charges.

The final amount may differ from an initial estimate where the applicable fare is calculated based on actual distance, duration, waiting time, tolls, parking, route changes, additional stops, or other applicable charges.

Where applicable, customers will be informed of additional charges through the platform or booking process.

4. CUSTOMER CANCELLATION

A customer may cancel a booking through the available cancellation option in the Brij Taxi application or by contacting customer support.

Cancellation charges may apply depending on:

  • Whether a driver has been assigned;

  • How long after booking the cancellation is made;

  • Whether the driver has started travelling toward the pickup location;

  • Whether the driver has reached the pickup location;

  • The booking type;

  • The applicable fare rules; and

  • Other circumstances associated with the booking.

Where a cancellation fee applies, the applicable amount may be displayed before or at the time of cancellation where technically feasible.

5. FREE CANCELLATION

Where Brij Taxi provides a free-cancellation period, customers may cancel the booking within that applicable period without a cancellation charge.

The free-cancellation period may vary depending on:

  • Vehicle category;

  • Booking type;

  • Advance booking;

  • Location;

  • Time of booking;

  • Demand conditions; and

  • Other operational factors.

The applicable cancellation terms shown at the time of booking will prevail for that particular booking.

6. CANCELLATION AFTER DRIVER ASSIGNMENT

If a customer cancels a booking after a driver has been assigned, a cancellation fee may apply.

The cancellation fee may be imposed to compensate for:

  • Driver travel toward the pickup location;

  • Time spent accepting and travelling for the booking;

  • Operational costs; and

  • Other reasonable costs associated with the cancelled booking.

The applicable fee, if any, may vary depending on the booking circumstances.

7. CANCELLATION AFTER DRIVER ARRIVAL

If the driver reaches the designated pickup location and the customer subsequently cancels the ride, the cancellation may be treated as a late cancellation or no-show.

Applicable cancellation or waiting charges may therefore apply.

8. CUSTOMER NO-SHOW

A customer may be considered a “No-Show” if:

  1. The driver reaches the designated pickup location;

  2. The driver waits for the applicable waiting period;

  3. The customer cannot be contacted or does not arrive; and

  4. The customer does not provide reasonable instructions to the driver or support team.

In such cases, the booking may be cancelled and applicable charges may be deducted or charged to the customer.

The exact waiting period and applicable charge may vary depending on the booking type and service.

9. WAITING TIME

After reaching the pickup location, the driver may be required to wait for the customer for a reasonable period.

Where applicable, waiting charges may apply after the complimentary waiting period has expired.

Waiting charges may vary depending on:

  • Vehicle category;

  • Booking type;

  • Location;

  • Time;

  • Applicable fare structure; and

  • Other operational factors.

Customers are encouraged to be ready at the pickup location at the scheduled time.

10. DRIVER CANCELLATION

A driver may cancel a booking in certain circumstances, including:

  • Safety concerns;

  • Vehicle breakdown;

  • Emergency;

  • Incorrect or inaccessible pickup location;

  • Customer misconduct;

  • Regulatory or legal restrictions;

  • Vehicle-related issues;

  • Technical issues; or

  • Other legitimate operational reasons.

Where a driver cancels a booking without a valid reason or repeatedly cancels bookings in violation of Brij Taxi policies, appropriate action may be taken against the driver or transportation partner.

Where possible, Brij Taxi may attempt to find another available driver.

11. BRij TAXI CANCELLATION

Brij Taxi may cancel or restrict a booking where reasonably necessary, including due to:

  • Safety concerns;

  • Fraud or suspicious activity;

  • Incorrect booking information;

  • Service unavailability;

  • Severe weather;

  • Road closures;

  • Government restrictions;

  • Technical failures;

  • Vehicle or driver unavailability;

  • Payment issues;

  • Violation of applicable policies; or

  • Other circumstances beyond reasonable control.

If Brij Taxi cancels a prepaid booking and the customer is entitled to a refund, the applicable amount will be processed in accordance with the Refund Policy.

12. CHANGE OF PICKUP OR DROP-OFF LOCATION

Customers should provide accurate pickup and drop-off information when making a booking.

If a customer changes the pickup or destination after the booking has been accepted, additional charges may apply depending on:

  • Additional distance;

  • Additional travel time;

  • Waiting time;

  • Route changes;

  • Tolls;

  • Parking; and

  • Applicable fare rules.

A driver may refuse a material route change where it is unsafe, unlawful, operationally impractical, or outside the scope of the booked service.

13. MULTIPLE STOPS

If the selected service permits multiple stops, additional charges may apply depending on the applicable fare structure.

Customers should provide the intended stops during booking whenever the platform provides such an option.

Unplanned additional stops may result in additional distance, waiting, or time-based charges.

14. PREPAID BOOKINGS

For bookings where payment is collected before the ride:

  • The payment may be authorized or collected at the time of booking;

  • The booking may be subject to cancellation conditions;

  • Applicable cancellation charges may be deducted;

  • Eligible refunds may be processed according to the applicable refund policy.

The customer should retain the booking and payment confirmation until the ride has been completed and any related issue has been resolved.

15. CASH BOOKINGS

Where cash payment is available, customers may be required to pay the applicable final fare directly to the driver at the end of the ride.

The customer may also be required to pay applicable:

  • Tolls;

  • Parking charges;

  • Waiting charges;

  • Additional distance/time charges; and

  • Other charges clearly applicable to the ride.

Customers should request a receipt or digital confirmation where available.

16. FAILED OR REVERSED PAYMENTS

If an online payment fails but the amount is temporarily debited from the customer's bank account, the transaction may be subject to the processing and reversal procedures of the relevant payment provider.

Brij Taxi may not be able to immediately control the timing of a bank or payment gateway reversal.

Customers should retain the transaction reference number and contact Brij Taxi support if the amount is not reversed within the applicable payment provider's processing period.

17. REFUNDS

Where a customer is eligible for a refund, the refund will generally be processed using the original payment method, subject to the capabilities and policies of the applicable payment provider.

Refund eligibility may depend on:

  • Reason for cancellation;

  • Time of cancellation;

  • Booking status;

  • Payment status;

  • Applicable cancellation charges;

  • Service failure; and

  • Other circumstances.

Certain charges may be non-refundable where the service has already been provided or costs have already been incurred.

18. REFUND PROCESSING TIME

Once Brij Taxi approves a refund, the amount may be initiated through the applicable payment processor.

The time required for the amount to appear in the customer's bank account, card, UPI account, or wallet may depend on the relevant bank or payment service provider.

Brij Taxi is not responsible for delays caused solely by banks, payment gateways, card networks, or other third-party payment providers.

19. DISPUTES REGARDING CANCELLATION CHARGES

If you believe a cancellation charge has been incorrectly applied, you may contact Brij Taxi customer support.

You may be asked to provide:

  • Booking ID;

  • Registered mobile number;

  • Payment reference;

  • Date and time of booking;

  • Cancellation details; and

  • Any other information reasonably required to investigate the issue.

Brij Taxi will review the booking records and relevant information before determining whether an adjustment or refund is appropriate.

20. SPECIAL CIRCUMSTANCES

Brij Taxi may review cancellation and refund requests on a case-by-case basis where cancellation occurs due to circumstances such as:

  • Medical emergencies;

  • Accidents;

  • Road closures;

  • Natural disasters;

  • Government restrictions;

  • Severe weather;

  • Vehicle breakdown;

  • Safety concerns;

  • Technical failures; or

  • Other circumstances beyond the customer's reasonable control.

Supporting information may be requested where reasonably necessary.

Approval of a refund in one case does not create an obligation to provide the same refund in another case.

21. SAFETY-RELATED CANCELLATIONS

Customers and drivers may cancel a booking where they reasonably believe continuing the ride would create a safety risk.

Safety-related incidents should be reported to Brij Taxi as soon as reasonably possible.

Brij Taxi may investigate reported incidents and take appropriate action in accordance with its safety policies and applicable law.

22. MISUSE OF CANCELLATION POLICY

Customers must not intentionally misuse the cancellation system.

Examples of misuse may include:

  • Repeatedly booking and cancelling rides without genuine intent to travel;

  • Creating multiple accounts to avoid cancellation charges;

  • Abusing promotional cancellation benefits;

  • Providing false information;

  • Attempting to manipulate fares; or

  • Engaging in fraudulent booking activity.

Brij Taxi may restrict, suspend, or terminate accounts involved in suspected abuse or fraud, subject to applicable law.

23. DRIVER MISCONDUCT OR UNAUTHORIZED CANCELLATION

If a customer believes that a driver has:

  • Requested cancellation without valid reason;

  • Asked the customer to cancel the ride;

  • Demanded an unauthorized additional amount;

  • Refused a confirmed booking without legitimate reason;

  • Engaged in inappropriate conduct; or

  • Violated Brij Taxi policies,

the customer should report the matter to Brij Taxi support.

Brij Taxi may investigate the matter and take appropriate action against the driver or transportation partner where warranted.

24. BOOKING AVAILABILITY

A booking request does not guarantee that a driver will always be available.

Availability may be affected by:

  • Location;

  • Time;

  • Demand;

  • Weather;

  • Traffic;

  • Driver availability;

  • Vehicle availability;

  • Technical issues; and

  • Other operational circumstances.

Brij Taxi may make reasonable efforts to provide the requested service but does not guarantee availability in every location or at every time.

25. ADVANCE BOOKINGS

Where advance booking is available, customers may reserve a ride for a future date and time.

An advance booking may be subject to:

  • Driver availability;

  • Vehicle availability;

  • Applicable fare conditions;

  • Confirmation requirements; and

  • Operational limitations.

Brij Taxi may communicate any material changes to the customer using the contact information associated with the booking.

26. AIRPORT, RAILWAY STATION AND SPECIAL PICKUPS

Bookings involving airports, railway stations, hotels, events, or other special locations may be subject to additional:

  • Entry fees;

  • Parking charges;

  • Waiting charges;

  • Access restrictions;

  • Pickup instructions; and

  • Location-specific rules.

Customers are responsible for providing accurate pickup information and following applicable location rules.

27. LOST OR LEFT-BEHIND ITEMS

Brij Taxi is not responsible for personal belongings accidentally left inside a vehicle, except to the extent required by applicable law.

Customers should immediately report lost items through Brij Taxi customer support.

Where possible, Brij Taxi may assist in connecting the customer with the relevant driver or transportation partner.

28. CHANGES TO THIS POLICY

Brij Taxi may update this Booking and Cancellation Policy from time to time.

Changes may be made to reflect:

  • Changes in our Services;

  • Changes in pricing or operational practices;

  • Changes in technology;

  • Changes in applicable law; or

  • Other business requirements.

The updated Policy will be published on the Brij Taxi website or application with a revised “Last Updated” date.

Your continued use of the Services after an updated Policy becomes effective constitutes acceptance of the updated Policy, subject to applicable law.

29. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Any dispute relating to bookings, cancellations, refunds, or use of the Services shall be handled in accordance with the dispute-resolution provisions contained in the applicable Brij Taxi Terms and Conditions.

30. CONTACT US

If you have questions, complaints, cancellation disputes, or refund-related concerns, please contact Brij Taxi using the following details:

Legal Entity: [COMPANY LEGAL NAME]

Brand: Brij Taxi

Registered Office: [REGISTERED ADDRESS]

Customer Support Email: [SUPPORT EMAIL]

Phone: [PHONE NUMBER]

Website: https://brijtexi.in/

For faster assistance, please include your Booking ID, registered mobile number, date of booking, and details of your concern.

31. ACKNOWLEDGEMENT

By booking or using a Brij Taxi service, you acknowledge that you have read, understood, and agreed to this Booking and Cancellation Policy, together with the applicable Terms and Conditions and Privacy Policy.

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