Urban Services

TERMS OF SERVICE – URBAN SERVICES

Important: Adhere to State Guidelines

  1. Most states have released their own guidelines for inbound and outbound travellers vis-a-vis passes, permits, quarantine rules and other requirements.
  2. Please go through the guidelines of your source and destination state carefully before planning your travel, for a hassle-free experience.
  3. View Passenger Guidelines.

URBAN SERVICES

ROLE OF URBAN SERVICES

  1. Urban Services only provides a technology platform that connects intending travelers with operators. It doesn't operate any vehicle or offer the service of transportation to the User. Urban Services also doesn't act as an agent of any operator in the process of providing the above-mentioned technology platform services.
  2. The booking voucher which Urban Services issues to a User is solely based on the information provided or updated by the operator regarding the availability.
  3. The amenities, services, routes, fares, schedule, vehicle type, availability and any other details pertaining to the service are provided by the respective operator and Urban Services has no control over such information provided by the operator.

LIMITATION OF LIABILITY OF URBAN SERVICES

  1. In its role as a technology platform to enable transactions between the operators and the Users, Urban Services shall not be responsible for the operations of the operator including, but not limited to the following:
    • Timely departure or arrival of the vehicle;
    • The conduct of operator's employees, representatives or agents;
    • The condition of the vehicle, seats etc. not being up to the customer's expectation or as per the description provided by the operator;
    • Cancellation of the trip due to any reasons;
    • Loss or damage of the baggage of the customer;
    • The operator changing a customer's seat for any reason whatsoever;
    • Operator informing a wrong boarding point for the issuance of the booking confirmation voucher, or changing such boarding point eventually with or without any notification to Urban Services or the User;
    • Operator using a separate pick-up vehicle to transport the User from the designated boarding point to the actual place of departure.

RESPONSIBILITIES OF THE USERS

  1. Users are advised to call the operator to find out the exact boarding point, or any information which they may need for the purpose of boarding or travel in that trip.
  2. At the time of boarding, Users shall furnish a copy of the ticket, and any valid identity proof like aadhar card, passport, PAN card or voter identification card or any other identity proof issued by a government authority.
  3. Users are required to reach the boarding place at least 30 minutes before the scheduled departure time.
  4. All tickets issued shall be non-transferable.

CANCELLATION OF TICKET

  1. Cancellation of tickets can be done either through the User's login in the Urban Services website or mobile application, or by calling on the customer care number;
  2. Any cancellation is subject to such cancellation charges as mentioned on the ticket.

RESCHEDULING OF TICKET

  1. Rescheduling (i.e. change of date of travel) of the tickets can be done through the User's login in the Urban Services website or mobile application, or by reaching out to the customer support team;
  2. Rescheduling is an option provided only by select operators. The policy for the same shall be available on the e-ticket.
  3. Rescheduling a ticket is subject to charges as mentioned on the e-ticket. Fare difference, if applicable, shall be borne by the customer. However, if the fare of the rescheduled ticket is lower than the current fare, the fare difference shall not be refunded.
  4. Rescheduling a ticket can be availed only once per booking, if applicable. Once the travel date change option is availed, the ticket cannot be further canceled.
  5. Tickets are non-transferrable and the originally booked passengers are to travel upon such rescheduling.

PAYMENT FOR BOOKING AND ANY ADDITIONAL CHARGES

  1. FULL PAYMENT: Payment maybe made in full amount to Urban Services during the booking. Such total booking amount includes the base fare, applicable taxes including GST as may be applicable as per local laws, and any additional booking fee, service fee or convenience fee charged by Urban Services.
  2. PARTIAL PAYMENT: Under this option User has to make payment of a partial amount as specified at the time of booking / in the booking voucher and pay the balance amount within a specified time period as informed the time of booking / in the booking voucher. Failure to pay such balance amount within the stipulated time will lead to cancellation of the booking and any refund will be subject to the booking/ cancellation policy. In some cases, the customer may be allowed to make the balance payment at the start of the trip.
  3. PAY AT SERVICE: Under this option the User has to pay certain part of the booking amount specified at the time of booking / in the booking confirmation voucher to Urban Services and the balance to the operator at the start or end of the trip.
  4. Expenses like toll charges, permit charges, parking charges, entry fees, Service Tax & any other Government Tax as per Government guidelines are to be borne by the User and paid directly.
  5. The excess Driver Bata wherever applicable has to be paid directly.
  6. User may opt for Insurance while booking. Such Insurance will be provided entirely by third party and Urban Services in no way will be a party to any such claims or concerns on the matter.

MISCELLANEOUS

  1. The operator shall solely be liable for compliance of all laws including but not limited to the Motor Vehicle Act its Rules, applicable regulations, guidelines or directions enacted or issued by the Central Government or relevant State Governments. Any prosecution arising out of the contravention of such laws, rules, regulations, guidelines including directives on fare control from respective authorities or directions including but not limited to fines or penalties shall be borne by the operator. The User agrees to take up any grievance resulting from cancellation or any deficiency in services due to any action of the enforcement agencies arising with the operator.
  2. User Agreement and Privacy Policy at Urban Services website shall apply. Urban Services will be entitled to reject any claim in case there is any abuse/misuse of the offer by the User or the cancellation/claim is not eligible under the offer.
  3. The terms and conditions shall be governed by the laws of India. Any dispute arising out of or in relation shall be subject to the exclusive jurisdiction of competent courts.
  4. The maximum liability of Urban Services in the event of any claim arising out of shall not exceed the amount under the underlying transaction paid by the User.
  5. Urban Services shall not be liable to pay for any indirect, punitive, special, incidental or consequential damages arising out of or in connection with the service.