Cancellation & Refund Policy

1. Operating Horizon & Mandatory 20% Advance Booking Deposit

To eliminate speculative bookings, guarantee commercial vehicle allocation, and ensure committed fulfillment across high-altitude mountain corridors, BOLOGO enforces an upfront financial escrow commitment:

• Advance Scheduling Horizon: Riders may plan and broadcast journey itineraries up to fifteen (15) calendar days in advance of departure.
• Mandatory 1-Hour Minimum Cutoff: All journey requests must be initiated and confirmed at least sixty (60) minutes prior to scheduled pickup. Instantaneous on-street hailing (under 60 minutes) is strictly barred.
• Mandatory 20% Advance Confirmation Deposit: A scheduled journey is recognized as legally and operationally "Confirmed" ONLY upon receipt of a mandatory twenty percent (20%) advance booking deposit paid via the Platform’s integrated payment gateway.
• 15-Minute Payment Window: Following mutual bid acceptance, the Rider has fifteen (15) minutes to remit the 20% deposit. Unfunded bookings expire automatically, returning the Driver-Partner to active dispatch.
• Balance 80% Payment: The remaining eighty percent (80%) balance fare is paid directly by the Rider at journey completion (or upon departure for verified multi-day circuits) in cash or via in-app payment.

2. Rider Cancellation Tiers and Deduction Limits

All approved cancellation fees are settled strictly against the 20% advance deposit already collected. Surplus balances are refunded directly to the Rider’s original payment source:

• Free Cancellation (>24 Hours in Advance): Riders may cancel free of charge up to four (4) hours prior to the scheduled pickup timestamp for a 100% full refund of the deposit.
• Free Cancellation (Same-Day / 1–24 Hours Prior): Riders may cancel free of charge within ten (10) minutes of confirmation, or up to two (2) hours prior to scheduled departure.
• Late Cancellation (Single-Day / Point-to-Point): Canceling less than two (2) hours prior to pickup, or after driver arrival, incurs a statutory cancellation fee. Under Motor Vehicle Aggregator Guidelines, this fee shall never exceed ten percent (10%) of the total agreed fare or INR 100, whichever is lower. The fee is credited to the driver’s wallet for mobilization, and the remaining deposit balance is refunded.
• Multi-Day Outstation Tour Packages (2+ Days): For dedicated multi-day circuits (e.g., Spiti Valley, Lahaul-Zanskar), cancellations made within twenty-four (24) hours of departure incur retention of the 20% deposit to cover vehicle allocation displacement losses.

3. Driver-Partner Cancellation and Operational Penalties

Once a Driver-Partner accepts a bid confirmed by the Rider’s 20% deposit, the driver is contractually committed to fulfill the ride. Unjustified cancellations are barred. If a driver cancels without verified emergency justification, the Rider immediately receives an unconditional 100% deposit refund plus priority re-dispatch, and a statutory penalty (10% or INR 100, whichever is lower) is debited from the driver’s wallet.

4. Waiting Windows and No-Show Protocols

Punctuality standards protect both passenger schedules and driver route commitments:

• Rider Complimentary Waiting Grace Window: Driver-Partners must maintain a complimentary wait at the pickup coordinates for at least fifteen (15) minutes past the scheduled pickup timestamp without levying waiting fees.
• Rider No-Show Declaration: If the Rider fails to board or cannot be reached after twenty (20) minutes past the scheduled time, the driver may declare a "Rider No-Show." The statutory fee (capped at 10% or INR 100) is deducted from the 20% deposit and disbursed to the driver, with the remainder returned to the Rider.
• Driver-Partner No-Show: If the driver fails to arrive within fifteen (15) minutes past the scheduled timestamp without prior notice, the Rider may cancel with zero penalty, receiving an instant 100% refund of the deposit. A punitive fine is debited from the driver’s wallet.

5. Passenger Compliance, Vehicle Capacity & Right of Refusal

High-altitude alpine transport requires strict adherence to physical vehicular boundaries and behavioral standards:

• Vehicle Seating & Luggage Capacity Limits: Riders must strictly observe commercial seating capacity and trunk luggage boundaries. Hatchbacks/Sedans accommodate maximum four (4) passengers and two (2) standard trolley bags. SUVs accommodate registered seating (6–7 passengers) and designated boot space. Overloading passengers or luggage gives the driver the statutory right to refuse carriage, treated as a Rider Default with statutory cancellation deductions.
• Connecting Transit Delays (Volvo Bus / Flight Delays): In instances of delayed connecting long-distance buses or flights, the Rider must submit a Reschedule Request via the Platform at least two (2) hours prior to the scheduled pickup. Rescheduling is subject to driver availability; failure to board within the 20-minute window without mutual rescheduling constitutes a Rider No-Show.
• Mountain Air Conditioning (AC) Operating Terms: AC operates continuously on plain highways. However, in compliance with hill-driving norms, AC may be switched off during steep mountain ascents and high-load passes to prevent engine overheating. Switching off AC during steep climbs does not constitute a service deficiency and warrants no refunds or fare disputes.
• Intoxication & Right of Refusal: Drivers hold legal authority to deny boarding to passengers exhibiting severe intoxication, abusive aggression, or attempting to transport illegal narcotics (such as charas/cannabis). Terminations under this clause incur zero refund eligibility.
• Anti-Chargeback Enforcement: Following successful 4-digit OTP validation and trip completion, the 20% deposit is fully earned. Filing false post-trip credit card chargebacks constitutes electronic fraud.

Important Passenger Advisory: Hill-road transit safety is strictly enforced. Vehicle capacity limits and engine load requirements take precedence over subjective passenger requests. Always declare excess baggage during the booking broadcast.

6. Alpine Weather, Road Closures & Force Majeure

Operating across alpine transit zones (Kullu, Manali, Rohtang, Atal Tunnel, Spiti, and Lahaul) carries unpredictable environmental risks. If transit corridors are officially declared impassable or closed by directives of the District Magistrate, Local Police, or Border Roads Organisation (BRO) due to flash floods, landslides, snowfall, or black ice, both parties may cancel with zero financial penalties, and the Rider receives an unconditional 100% refund of the deposit. Subjective weather anxiety during open highway operations does not qualify as Force Majeure.

7. Rohtang Pass (NGT) Permit Default Guarantee

Every Driver-Partner bid accepted for an itinerary visiting or traversing Rohtang Pass strictly includes the procurement and statutory fees of a valid National Green Tribunal (NGT) vehicle e-permit. If a vehicle is denied clearance or turned back at Gulaba or Kothi checkposts due to the driver lacking an authentic, verified NGT permit for the travel date, it constitutes a Gross Driver Default. The Rider is entitled to an immediate 100% full refund of the 20% deposit and is completely released from paying the remaining 80% balance fare, with severe operational penalties debited from the defaulting driver.

8. Mid-Route Breakdown & Pro-Rata Settlement

If a vehicle suffers mechanical failure mid-transit, the Driver-Partner must attempt to arrange an equivalent licensed commercial replacement within 45 minutes. If an equivalent vehicle cannot be mobilized, the journey terminates and the fare is settled strictly on a Pro-Rata Distance Basis:

Payable Fare = Total Agreed Fare × (Traveled Distance in KM ÷ Total Booked Distance in KM)

If the pro-rata fare is less than the 20% advance deposit, the surplus balance is refunded to the Rider. If it exceeds the deposit, the Rider settles only the exact difference for distance traveled up to the breakdown point.

9. Refund Timelines & Settlement Channels

Approved online refunds (UPI, debit/credit card, net banking) are initiated automatically within twenty-four (24) business hours, reflecting in the Rider’s source account within 3 to 7 banking business days. Alternatively, Riders may choose instant credit to their in-app BOLOGO Wallet. No administrative deductions apply to legitimate 100% refunds.

10. Grievances & Legal Jurisdiction

Disputes regarding cancellation charges must be logged via support@bologo.in within 48 hours. Legal claims fall under the exclusive territorial jurisdiction of the courts in Kullu / Manali, Himachal Pradesh, India.