Section 4
Cancellation and Refund Policy
Draft: not yet in force
Draft of 7 October 2026 for review by a qualified Indian lawyer before publication. It is not legal advice.
Vihara is a product of Naptrix Labs Private Limited, a company incorporated in India with its registered office in Hyderabad, Telangana (“Naptrix Labs”, “Vihara”, “we”, “us”). Vihara runs an online marketplace that connects people who want a chauffeur-driven vehicle for a long trip (“Travellers”) with owners of commercial vehicles who provide the vehicle and driver (“Hosts”).
The side that cancels pays for it, in money the other side would otherwise lose. The amount for any moment is shown in the app before you confirm a cancellation.
4.1 When the Traveller cancels
| When | Refund to Traveller | Paid to Host |
|---|---|---|
| More than 72 hours before start | Full fare and any cover; booking fee not refunded | Nothing |
| 24 to 72 hours before start | Fare minus 10%, plus any cover | 10% of the fare |
| Less than 24 hours before start | Fare minus 25%, plus any cover | 25% of the fare |
| No-show: Traveller not at pickup 60 minutes after start time | Fare minus 25% and minus the km already driven from the vehicle location at the per-km rate | 25% of the fare plus those km |
| More travellers than booked, so the driver declines to start | Treated as cancellation less than 24 hours before start | 25% of the fare |
4.2 When the Host cancels
- The Traveller is offered the next-best valid quote at its quoted price. If it costs more, Vihara pays the difference up to 10% of the original fare.
- If the Traveller does not take it, or none is available, they receive a full refund including the booking fee.
- The Host pays a penalty of 10% of the fare (minimum ₹1,000), recovered from their wallet.
4.3 When the trip is cut short
- Breakdown or accident: the Host arranges a replacement of the same class within 6 hours, or Vihara helps find one. If none is found, the trip is settled for the distance actually travelled, using the odometer reading at that point, and the rest is refunded.
- Traveller ends the trip early by choice: the full quoted fare is due; there is no refund for unused baseline km or days.
- Safety emergency or force majeure (natural disaster, road closure ordered by authorities, curfew): Vihara will settle fairly for the distance travelled and refund the rest, without penalties to either side.
4.4 How refunds are paid. To the original payment method. Vihara starts the refund within 2 working days of the cancellation; banks can take 5 to 7 working days to credit it. Coupons used on a cancelled booking are returned if still valid.
4.5 Charges after the trip. Disputes about extra km or extra days can be raised within 48 hours of the trip ending and are resolved within 72 hours. While a dispute is open, the disputed amount is not charged.