Return & Refund Policy

This Return & Refund Policy explains how Jay Mataji Tour & Travellers ("we", "us", "our") handles cancellations, refunds and adjustments for the travel services you book with us. Because we provide transport and tour services rather than physical products, the word "return" in our context refers to the cancellation of a booked service and the refund of eligible amounts. We have designed this policy to be fair and transparent for both our customers and our business, and we encourage you to read it carefully before confirming any booking.

1. Nature of our services

Our services include local rides, airport transfers, outstation cabs and curated or customised tour packages. These are time-bound and resource-committed services: when you book, we reserve a vehicle, assign a driver, and in many cases make advance arrangements such as fuel planning, permits, or hotel reservations for tour packages. As a result, cancellations made close to the scheduled travel time can lead to costs that we have already incurred on your behalf, which is reflected in the refund rules below.

2. How to request a cancellation

To cancel or change a booking, please contact us as early as possible by phone at +91 79902 05328, by WhatsApp, or by email at jayeshkoladiya1@gmail.com, quoting your booking reference number, name and travel date. The time at which we receive your cancellation request is used to determine the applicable refund. We recommend confirming your cancellation with us directly rather than assuming it is cancelled, so that there is a clear record on both sides.

3. Cancellation of local rides and airport transfers

For local rides and airport transfers, cancellations made well before the scheduled pickup time are generally eligible for a full refund of any advance paid, or no charge where no advance was taken. If a cancellation is made shortly before the scheduled pickup, or after the driver has already been dispatched and is on the way, a cancellation fee may apply to cover the driver's time and travel. If the vehicle has already reached the pickup point and the customer is not available or cancels at that stage, a higher cancellation charge or the minimum trip fare may apply. These rules help us treat our drivers fairly while keeping charges reasonable for genuine changes of plan.

4. Cancellation of outstation trips

Outstation trips involve greater commitment of time and resources, and may include advance fuel and route planning. Cancellations made with sufficient advance notice are eligible for a refund of the advance after deducting any unavoidable costs already incurred. Cancellations made close to the travel date, or after arrangements have been finalised, may attract a higher cancellation fee. The exact terms applicable to your outstation booking will be communicated to you at the time of confirmation so that there are no surprises.

5. Cancellation of tour packages

Tour packages often involve advance bookings with hotels, local partners and other service providers, some of which have their own non-refundable components. For this reason, the refund for a cancelled tour package depends on how far in advance the cancellation is made and the nature of the arrangements already confirmed. As a general principle, the earlier you cancel, the greater the refundable portion. Where third-party costs such as hotel deposits or non-refundable bookings have already been paid on your behalf, those amounts may not be refundable, and any refund will be calculated after deducting such committed costs. The specific cancellation slab applicable to your package will be shared with you before you confirm the booking.

6. Refunds for service issues

Customer satisfaction is important to us, and we want every journey to meet your expectations. If you experience a genuine service issue — for example, a vehicle that does not match the booked category, a significant delay caused by us, or a billing error — please bring it to our attention as soon as possible, ideally during or immediately after the trip. We will investigate the matter fairly and, where we find that a refund or adjustment is warranted, we will process it promptly. To help us resolve issues quickly, please retain your booking reference and any relevant details.

7. No-show policy

A "no-show" occurs when the customer is not present at the agreed pickup location within a reasonable waiting period after the scheduled time, and has not informed us of a delay or cancellation. In the case of a no-show, the booking may be treated as completed for billing purposes, and the advance paid may be retained to cover the driver's time and travel. We always make reasonable efforts to contact you before treating a booking as a no-show, so keeping your phone reachable around your pickup time is important.

8. Changes and adjustments

If you need to change the date, time, route or vehicle for a confirmed booking, we will do our best to accommodate your request subject to availability. Where a change increases the scope of the trip — for example, a longer distance or a larger vehicle — the fare will be adjusted accordingly and communicated to you. Where a change reduces the scope, any eligible adjustment will be handled fairly. Changes requested very close to the travel time may be treated similarly to cancellations if they cannot be accommodated.

9. How refunds are processed

Approved refunds are processed using the original mode of payment wherever possible. For advances paid online or by UPI, refunds are credited back to the same source. For cash payments, refunds are arranged through a mutually convenient method. Once a refund is approved, we initiate it promptly; however, the time taken for the amount to reflect in your account depends on your bank or payment provider and is beyond our direct control. We will keep you informed and provide a reference for the refund where applicable.

10. Amounts that are generally non-refundable

Certain charges are generally non-refundable because they represent costs already incurred or third-party commitments. These may include tolls, parking, permits and entry fees already paid; non-refundable hotel or partner bookings made on your behalf for tour packages; and convenience or processing fees, where applicable. We always aim to keep such non-refundable elements to a minimum and to disclose them clearly at the time of booking.

11. Our commitment to fairness

We understand that travel plans can change for many reasons, some of them beyond your control, such as a medical emergency or a sudden disruption. While this policy sets out our general approach, we consider genuine and exceptional circumstances with empathy and on a case-by-case basis. Our goal is always to be fair, to communicate clearly, and to maintain the trust that our customers place in us.

13. Examples for clarity

To help you understand how this policy works in practice: if you book an airport transfer and cancel a day in advance, you would normally receive a full refund of any advance. If you cancel a few minutes before pickup when the driver has already reached you, a cancellation charge may apply. For a tour package cancelled well ahead of the travel date, most of your advance would be refundable after deducting any non-refundable third-party costs. These examples are illustrative; the exact terms shared at booking always apply to your specific reservation.

12. Contact us

For any cancellation, refund or adjustment request, or if you have questions about this policy, please reach out to us by phone at +91 79902 05328 or by email at jayeshkoladiya1@gmail.com. Our team will be glad to assist you and to ensure that your concern is handled quickly and fairly.