Cancellation and Refund Policy

This policy applies from 30 August 2026. Version 1.0.

Quick answer: will I get my money back?

You cancel, and you paid a part payment	Nothing back
You cancel more than 24 hours before pickup, and you paid in full	80% back
You cancel less than 24 hours before pickup, and you paid in full	Nothing back
You do not turn up	Nothing back
You turn up without a valid licence or your original documents	Nothing back
The vehicle is not there when you arrive	Everything back
The vehicle is in poor condition and we agree with you	Everything back

The full rules are below. If the quick answer and the rules ever disagree, the rules apply.

1. How payment works

Most bookings are confirmed with a part payment made online. That part payment is what holds the vehicle for your dates and takes it off sale, so nobody else can book it. Your booking confirmation calls it the advance payment.

You pay the rest of the rent to the partner at pickup. Or you can pay the whole amount online when you book, if you prefer.

Your confirmation shows which one you did, and how much is left to pay at pickup.

2. If you cancel

This clause covers cancelling for your own reasons — a change of plan, or anything not to do with whether the vehicle was available or in good condition.

If you paid a part payment: you do not get that part payment back. This is true however early you cancel — ten days before, one day before, or one hour before, the answer is the same.

You do not owe us anything else either. The rest of the rent was never paid, and we will not ask you for it.

If you paid in full:

Cancel more than 24 hours before pickup and you get 80% back. We keep 20% as the cancellation charge.
Cancel 24 hours or less before pickup, or after your pickup time, and there is no refund.

We measure the 24 hours from when your cancellation reaches us to the pickup time on your booking.

3. If we cannot give you the vehicle

If the vehicle you booked is not there when you arrive, or you refuse it because of its condition and we agree with you, we will first try to give you an equivalent vehicle at the same price.
If we cannot, or you do not want the one we offer, you get everything you paid back in full — including your part payment.
This applies whenever it happens, including at the pickup location and after your pickup time has passed. The 24-hour rule in clause 2 does not apply here.
We can also cancel a booking if we have good reason to think it is fraudulent. If we do, we tell you why, in writing.

4. If the vehicle is in poor condition

If the vehicle you are given is not in acceptable condition, you can refuse it. You must do this at the pickup location, before you take the vehicle away.
Tell the partner there and then, and send us photos and a video showing what is wrong — through your booking page or on WhatsApp.
Wait at the pickup location while we look at it. Do not leave until we tell you that you can. We will come back to you as quickly as we can. If you have not heard from us, call us on +91-8884414400 before you leave — leaving without reaching us means point 6 below applies.
If we agree with you, clause 3 applies — you get an equivalent vehicle or all your money back.
If we do not agree, the booking counts as cancelled by you, and clause 2 applies.
If you leave without telling us, or before we say you can go, you do not get a refund for the vehicle's condition. The same is true once you have ridden away — at that point you have accepted the vehicle.

5. If you do not turn up

If you do not collect the vehicle within 2 hours of your pickup time, and you have not told the partner or Sukuto, it counts as a no-show and there is no refund.

On busy dates — public holidays, festivals, long weekends and other high-demand days — this drops to 1 hour. If your dates are affected, we tell you on the booking page before you pay.

6. If we cannot rent to you at pickup

Sometimes we cannot hand over the vehicle because of something on your side — no valid licence, under the minimum age, no original documents, we cannot verify who you are, the documents are not valid, or you will not pay the higher deposit described in our Terms and Conditions.

In all of those cases the booking counts as cancelled by you, and there is no refund.

7. How refunds reach you

Refunds go back to the way you paid. We send the refund within 2 working days of the cancellation, and your bank or card company usually takes another 5 to 7 working days to show it. We will tell you the amount and the date we sent it.

8. If you change your booking

If a change makes your booking cheaper, we refund the difference the same way as any other refund. If it makes it more expensive, we tell you the amount and get your agreement first. If we cannot make the change you asked for, that is not a cancellation and does not by itself mean a refund.

9. The delivery fee

If you booked doorstep delivery, the fee is not refunded once the vehicle has been sent out — even if you cancel afterwards. The one exception: if the vehicle that arrives is in poor condition and we agree with you under clause 4, you get the delivery fee back along with everything else.

10. If you think an amount is wrong

Tell us within 48 hours of your booking ending. That way we can still check it against the vehicle and the partner's records while the information is fresh. Telling us later does not take away your right to claim — it just makes it harder for us to check what happened.

11. The security deposit

The security deposit is separate from the rent, and this policy does not affect it. You pay it to the partner at pickup and get it back under clause 6 of our Terms and Conditions.

12. Questions

Email [email protected] or call +91-8884414400. If you are not happy with how a refund has been handled, you can escalate to our Grievance Officer — the details are in clause 16 of our Terms and Conditions.