Cancellation & Refund Policy

1. About This Policy

This Cancellation & Refund Policy applies to users who visit car2rent.in and submit vehicle rental enquiries through our website.

Car2Rent may help users connect with independent vehicle owners, drivers or service partners. Unless a separate written agreement states otherwise, the relevant service provider is responsible for confirming the booking and communicating the applicable cancellation and refund conditions.

2. Booking Enquiry vs Confirmed Booking

A booking enquiry submitted through Car2Rent is only a request for information or availability. It does not guarantee that a vehicle has been reserved.

A booking should be considered confirmed only after the relevant service provider accepts the request and communicates the confirmation, price and applicable booking conditions.

3. How to Request a Cancellation

If you wish to cancel a confirmed vehicle booking, contact the vehicle owner or service provider using the contact details provided during the booking process.

You may also contact Car2Rent through our Contact Us page for assistance with an enquiry submitted through our website.

When requesting cancellation, provide the following details:

• Your name and registered mobile number.
• Booking or enquiry reference, if available.
• Journey date and pickup location.
• Vehicle or service provider details.
• Reason for cancellation, if you wish to share it.

Please request cancellation as early as possible and retain the cancellation acknowledgement for your records.

4. Customer-Initiated Cancellation

If a customer decides not to proceed with a confirmed booking, the cancellation conditions communicated by the service provider at the time of booking will generally apply.

Depending on the agreed terms, the provider may apply cancellation charges or retain an agreed booking amount. Any eligible refund will be determined according to the booking agreement and applicable law.

Customers should confirm the cancellation deadline and possible charges before making a payment.

5. Cancellation by Vehicle Owner or Service Provider

A vehicle owner or service provider may sometimes be unable to fulfil a confirmed booking due to vehicle issues, operational difficulties, emergencies or other circumstances.

In such situations, the customer should contact the provider immediately to understand the available alternatives, such as:

• Arranging an alternative vehicle, subject to customer approval.
• Rescheduling the journey, if mutually agreed.
• Receiving an eligible refund under the agreed booking terms.

Car2Rent may assist with communication where the enquiry was submitted through our platform, but does not guarantee an alternative vehicle or refund unless it has expressly accepted that responsibility.

6. Refund Eligibility

Refund eligibility depends on who received the payment, the confirmed booking conditions and the reason for cancellation.

Depending on the circumstances, a refund may be considered when:

• A provider cancels a confirmed booking and the agreed terms provide for a refund.
• A payment is received for a service that is not provided, where a refund is due under the agreement or applicable law.
• An eligible booking is cancelled within the permitted cancellation period.
• An accidental duplicate payment is verified.
• A refund is otherwise required under applicable law or the booking agreement.

Refunds are not automatic for every cancellation. Any applicable deductions or charges must be assessed according to the agreed terms and applicable law.

7. Non-Refundable Charges

Certain charges may be non-refundable where this was clearly disclosed and agreed before payment, and where permitted by law.

These may include, depending on the booking agreement:

• Clearly disclosed booking or service charges.
• Applicable cancellation charges.
• Charges for services already provided.
• Other agreed and legally permissible deductions.

Any deduction should be consistent with the booking terms and applicable legal requirements.

8. Refund Processing Time

If a refund is approved, the person or organisation that received the payment will generally be responsible for processing it, subject to the agreed payment arrangement.

The actual time taken may depend on the payment method, bank, payment service provider and the refund process followed by the relevant service provider.

Customers should obtain a refund confirmation or transaction reference from the payment recipient and contact their bank or payment provider if the amount is delayed.

9. Rescheduling and Changes to Bookings

Requests to change the travel date, pickup time, destination, vehicle type or journey details are subject to vehicle availability and the service provider’s approval.

Changes may affect the rental price or other agreed charges. Please obtain confirmation of the revised booking details before proceeding.

10. No-Show Policy

A no-show may occur when a customer does not arrive at the agreed pickup location or fails to contact the service provider within the agreed waiting period.

Any no-show charges or refund restrictions must be based on the conditions communicated and accepted during booking. Customers should contact the provider as soon as possible if they expect to be delayed.

11. Payment Disputes and Duplicate Payments

If you believe that you have made an incorrect, duplicate or unauthorised payment, contact the payment recipient and share the transaction reference and relevant details.

For payments made through a bank, UPI application or other payment provider, you may also need to raise a complaint through that provider’s official dispute resolution process.

Please do not share your UPI PIN, OTP, password or full card security details with anyone claiming to process a refund.

12. Car2Rent’s Role in Refunds

Car2Rent primarily facilitates vehicle discovery and enquiries. Where payments are made directly to independent vehicle owners or service providers, those providers are generally responsible for handling applicable cancellations and refunds.

If Car2Rent directly collects a payment for a specific service, the refund conditions expressly communicated for that service will apply, subject to applicable law.

13. Changes to This Policy

Car2Rent may update this Cancellation & Refund Policy from time to time to reflect changes in services, booking processes or legal requirements.

The updated version will be published on this page along with the revised date. We encourage users to review this page before submitting an enquiry or confirming a booking.

14. Contact Us

For questions about cancellations, refund-related enquiries submitted through Car2Rent or this policy, please contact us.