1. Overview
At SM Taxi Service Goa, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions for cancellations and refunds for our taxi booking, car rental, and bike rental services in Goa.
We understand that plans can change, and we have designed our policy to be fair to both our customers and our business operations. Please read this policy carefully before making a booking.
2. Taxi Booking Cancellation Policy
Cancellation Timeframes and Refunds
✓ More than 24 Hours Before Pickup
100% Refund*Full refund of the booking amount minus payment gateway processing charges (2-3% of transaction amount).
* Refund processed within 5-7 business days
⚠ 12-24 Hours Before Pickup
50% Refund50% of the booking amount will be refunded. The remaining 50% will be retained to cover operational costs.
Refund processed within 7-10 business days
⚠ 4-12 Hours Before Pickup
25% RefundOnly 25% of the booking amount will be refunded due to short notice and difficulty in reassigning the vehicle.
Refund processed within 7-10 business days
✕ Less than 4 Hours Before Pickup
No RefundNo refund will be provided for cancellations made within 4 hours of scheduled pickup time.
✕ No-Show
No RefundIf you do not show up at the pickup location within 15 minutes of scheduled time and do not cancel, the full booking amount will be forfeited.
How to Cancel: To cancel your taxi booking, call us at +91 93228 80283 or email admin@smtaxiservicegoa.com with your booking reference number.
3. Car & Bike Rental Cancellation Policy
3.1 Self-Drive Car Rental
✓ 48+ Hours Before Rental Start
100% refund minus processing charges
⚠ 24-48 Hours Before
70% refund
⚠ 12-24 Hours Before
50% refund
✕ Less than 12 Hours
No refund
3.2 Bike/Scooter Rental
✓ 24+ Hours Before Rental Start
100% refund minus processing charges
⚠ 12-24 Hours Before
60% refund
⚠ 6-12 Hours Before
40% refund
✕ Less than 6 Hours
No refund
Important Note for Rentals: If the rental has already started (vehicle delivered), early termination does not qualify for a refund. You are responsible for the full rental period booked.
4. Modification of Bookings
We understand that sometimes you may need to modify your booking instead of canceling it completely.
4.1 Date/Time Changes
- More than 24 hours before: Free modification (subject to availability)
- 12-24 hours before: ₹200 modification fee
- Less than 12 hours: ₹500 modification fee or cancellation charges apply
4.2 Vehicle Type Changes
- Upgrade: Pay the difference in fare (subject to availability)
- Downgrade: Refund the difference minus 10% handling fee
Pro Tip: Modifications are easier and more cost-effective than cancellations. Contact us as soon as you know your plans have changed!
5. Refund Processing
5.1 Refund Timeline
| Payment Method | Processing Time |
|---|---|
| Credit/Debit Card | 5-7 business days |
| UPI/Net Banking | 3-5 business days |
| Wallet (Paytm, PhonePe, etc.) | 2-3 business days |
| Cash Payment | Bank transfer within 7-10 days |
5.2 Refund Method
Refunds will be processed to the original payment method used for booking. For cash payments, refunds will be made via bank transfer (you must provide bank account details).
5.3 Refund Confirmation
You will receive an email confirmation once your refund has been initiated. If you do not receive your refund within the specified timeline, please contact us with your booking reference and transaction details.
6. Company-Initiated Cancellations
In rare cases, we may need to cancel your booking due to unforeseen circumstances such as:
- Vehicle breakdown or unavailability
- Driver unavailability due to emergencies
- Extreme weather conditions or natural disasters
- Government restrictions or lockdowns
- Force majeure events
In such cases, you will receive:
✓ 100% Full Refund of the booking amount (no processing charges deducted)
✓ Immediate Notification via call/SMS/email
✓ Alternative Options if available (different vehicle, different time)
✓ Priority Booking for your next service with a special discount
7. Special Circumstances
7.1 Medical Emergencies
In case of genuine medical emergencies (with proper documentation like doctor's certificate or hospital admission proof), we may waive cancellation charges and provide a full or partial refund at our discretion.
7.2 Flight Delays/Cancellations
For airport transfer bookings, if your flight is delayed or cancelled:
- Flight Delay: We will adjust pickup time at no extra cost (inform us as soon as possible)
- Flight Cancellation: Standard cancellation policy applies, but with documentation, we may offer exceptions
7.3 Service Quality Issues
If you are unsatisfied with the service quality (rude driver, unclean vehicle, delayed pickup beyond 30 minutes), please report it immediately during or right after the service. We will investigate and may offer:
- Partial refund (20-50% depending on severity)
- Credit for future bookings
- Complete refund in cases of serious service failures
8. Non-Refundable Charges
The following charges are non-refundable under any circumstances:
✕ Payment Gateway Fees
2-3% processing charges deducted by payment providers
✕ Damage/Cleaning Charges
Charges for vehicle damage or deep cleaning requirements
✕ Traffic Violations
Fines, penalties, or tolls incurred during rental period
✕ Additional Services
Extra stops, waiting time, child seats, etc. already utilized
9. Dispute Resolution
If you have any concerns about your refund or cancellation, please follow this process:
Contact Customer Support
Call +91 93228 80283 or email admin@smtaxiservicegoa.com with your booking details
Provide Documentation
Share any relevant proof (screenshots, receipts, photos) to support your case
Review & Resolution
We will review your case within 48 hours and provide a resolution
Escalation
If not satisfied, you can escalate to our management team for final review
10. Important Notes
ℹ️ Booking Reference: Always quote your booking reference number when requesting cancellation or refund.
ℹ️ Bank Processing: Refund timelines are indicative and may vary depending on your bank's processing time.
ℹ️ Written Confirmation: All refund requests will be confirmed via email once processed.
ℹ️ Policy Updates: This policy may be updated from time to time. Changes will be effective immediately upon posting.
11. Contact for Cancellations & Refunds
For any cancellation or refund requests, please contact us immediately:
Our Commitment: We value your business and strive to handle all cancellations and refunds fairly and promptly. Your satisfaction is important to us, and we will work with you to find the best solution.