💰 Fair & Transparent: We believe in transparent pricing and fair refund policies. This policy outlines cancellation charges, refund timelines, and your rights under Indian consumer protection laws.
1. Scope
This Refund & Cancellation Policy applies to all services provided by Baste Tour and Travel (Proprietor: Somnath Baste), including individual bookings, corporate contract rides, airport transfers, outstation trips, and event transport.
2. Cancellation by Passenger/Client
2.1 Individual Bookings
| Cancellation Timing | Charge | Refund |
|---|---|---|
| More than 24 hours before ride | No charge | 100% refund (if prepaid) |
| 2 to 24 hours before ride | 10% of ride fare | 90% refund (if prepaid) |
| Less than 2 hours before ride | 25% of ride fare | 75% refund (if prepaid) |
| After driver dispatch (driver en route) | 50% of ride fare | 50% refund (if prepaid) |
| No-show (passenger not at pickup) | 100% of ride fare | No refund |
2.2 Airport Transfers
| Cancellation Timing | Charge | Refund |
|---|---|---|
| More than 6 hours before pickup | No charge | 100% refund |
| 2 to 6 hours before pickup | 25% of fare | 75% refund |
| Less than 2 hours before pickup | 50% of fare | 50% refund |
| After driver dispatch / no-show | 100% of fare | No refund |
2.3 Outstation & Intercity Trips
| Cancellation Timing | Charge | Refund |
|---|---|---|
| More than 48 hours before trip | No charge | 100% refund |
| 24 to 48 hours before trip | 15% of trip fare | 85% refund |
| Less than 24 hours before trip | 40% of trip fare | 60% refund |
| After departure / midway | Full fare + return charges | No refund |
2.4 Corporate Contract Cancellations
- Corporate contract cancellations are governed by the specific terms in your signed contract
- Monthly contract termination typically requires 30 days written notice
- Individual ride cancellations under corporate contracts follow the individual booking policy above
- Unused rides in a monthly package are non-refundable unless otherwise stated in the contract
3. Cancellation by Baste Tour and Travel
We may cancel a ride in the following circumstances:
- Vehicle breakdown: We will immediately arrange an alternative vehicle or provide a full refund
- Driver emergency: Replacement driver arranged, or full refund
- Force majeure: Natural disasters, extreme weather, government-imposed curfews, bandhs, strikes, riots, road closures — full refund provided
- Safety concerns: If the passenger is intoxicated, abusive, or carrying illegal items — no refund
ℹ️ Our Commitment: If we cancel a ride for any reason within our control, you will receive a 100% refund — no questions asked.
4. Refund Process
- Refund requests must be made within 7 days of the scheduled ride date
- Requests can be made via WhatsApp (+91 7507958364) or email (bastetravels@gmail.com)
- Provide your booking details: name, date, pickup/drop, payment method
- Refunds for UPI/bank transfer payments: processed within 5-7 business days
- Refunds for cash payments: collected at our office or adjusted in next billing cycle
- Corporate contract refunds: adjusted in the next monthly invoice
- GST on refunded amount will be reversed as per GST rules
5. No Refund Situations
- Passenger no-show without prior cancellation
- Cancellation due to passenger's illegal or unsafe behavior
- Ride completed as per schedule — no post-ride refunds (disputes go through complaint process)
- Delay caused by traffic, road conditions, or passenger-requested route changes
- Extra charges incurred due to waiting time, toll, parking (as per agreed terms)
6. Ride Complaints & Fare Disputes
- If you believe a fare was incorrectly charged, contact us within 48 hours of the ride
- We will review the ride log (GPS data, route taken, time stamps) and respond within 3 business days
- If the dispute is in your favor, a full adjustment/refund will be processed
- Unresolved disputes can be escalated to our Grievance Officer: Somnath Baste
7. Damage to Vehicle
If a passenger causes damage to the vehicle (spills, stains, physical damage, soiling), the following applies:
- Minor cleaning (spills/stains): ₹500 cleaning charge
- Major soiling: ₹1,000 — ₹2,000 depending on severity
- Physical damage (tears, dents, broken parts): Actual repair cost + vehicle downtime charges
- Damage charges will be billed separately or deducted from the corporate contract balance
8. Consumer Rights
Your rights as a consumer under the Consumer Protection Act, 2019 are fully respected. You have the right to:
- Fair and transparent pricing
- Safe and reliable service
- Lodge a complaint through our grievance mechanism
- Approach the District Consumer Disputes Redressal Forum in Pune if unresolved
- Approach the Consumer Commission at the State or National level as applicable
9. Contact for Refunds
- WhatsApp: +91 7507958364
- Email: bastetravels@gmail.com
- Subject Line: "Refund Request — [Your Name] — [Booking Date]"
- Grievance Officer: Somnath Baste, Proprietor
Ref: Consumer Protection Act, 2019 | GST Act, 2017 | Indian Contract Act, 1872