Terms & Conditions

These Terms & Conditions govern your use of the services offered by Jay Mataji Tour & Travellers ("we", "us", "our") through our website, telephone, WhatsApp and in person. By booking a ride or tour, requesting a quotation, or otherwise using our services, you ("the customer", "you") agree to be bound by these terms. If you do not agree with any part of these terms, please do not use our services. We may update these terms from time to time, and the version published on our website at the time of your booking applies to that booking.

1. Bookings and confirmation

A booking is considered confirmed only after we acknowledge it through a confirmation message, call, or booking reference number. The fare estimate shown at the time of booking is based on the trip details you provide, including pickup and drop locations, distance, trip type, vehicle category, date, time and duration. If the actual trip differs from the details provided — for example, additional stops, longer distance, extended waiting time, or a change in route — the final fare may be revised accordingly and communicated to you. We recommend that you verify all trip details before confirming a booking.

2. Fares, charges and payments

Our fares are calculated using transparent, pre-disclosed rates that may include a base fare, per-kilometre charges, minimum kilometre commitments for outstation trips, driver allowances, night driving or night halt charges, and applicable taxes. Tolls, parking fees, state permits, border taxes and entry fees are generally charged as actuals and are payable by the customer unless explicitly stated to be included in your quotation. The fare breakdown shown before confirmation is an estimate; the final payable amount is determined at the end of the trip based on actual usage. Payments may be made through the modes we make available, such as cash to the driver, online advance, or UPI. For certain bookings, particularly outstation trips and tour packages, we may require an advance payment to confirm the reservation.

3. Cancellations and changes

We understand that plans change. If you need to cancel or modify a booking, please inform us as early as possible. Cancellations made well in advance are generally accommodated without charge. However, cancellations made close to the scheduled pickup time, or after a vehicle and driver have already been dispatched, may attract a cancellation fee to cover the costs we have already incurred. For tour packages and outstation trips involving advance arrangements such as hotel bookings or permits, cancellation charges may be higher and will be communicated at the time of booking. Any approved refund will be processed in accordance with our Return & Refund Policy.

4. Customer responsibilities

As a customer, you agree to provide accurate contact details and trip information, to be available at the agreed pickup point at the scheduled time, and to treat our drivers and vehicles with respect. You are responsible for the conduct of all members of your travelling party. Smoking, consumption of alcohol or any illegal substances, and carrying of prohibited or hazardous goods inside our vehicles is strictly not allowed. Any damage caused to the vehicle due to negligence, misconduct or mishandling by you or your party will be chargeable. You must also comply with applicable laws, including the use of seat belts and limits on the number of passengers permitted in a vehicle.

5. Driver and vehicle

We endeavour to provide the vehicle category you have booked. In rare circumstances, due to operational reasons such as a breakdown or unforeseen unavailability, we may provide an equivalent or upgraded vehicle to ensure your journey is not disrupted. Our drivers follow prescribed duty hours and rest requirements for safety; on long journeys, reasonable rest breaks for the driver are necessary and form part of safe travel practice. Drivers are instructed to follow traffic rules and drive at safe speeds, and we request customers not to pressure drivers to over-speed or violate any regulations.

6. Waiting time and additional stops

A reasonable free waiting period may be included with your booking. Waiting beyond this period may be charged at the applicable per-hour rate disclosed to you. Additional pickup or drop points, detours, or changes to the planned route during the trip may affect the distance and time and therefore the final fare. We will always try to accommodate reasonable requests, and any resulting charges will be calculated fairly and explained to you.

7. Delays and circumstances beyond control

While we make every effort to ensure punctual service, we cannot be held responsible for delays caused by circumstances beyond our reasonable control. These include but are not limited to heavy traffic, road closures, accidents on the route, adverse weather, natural events, strikes, government restrictions, mechanical failures and other events of force majeure. In such situations, we will make reasonable efforts to minimise inconvenience and to arrange alternatives where possible, but we shall not be liable for any indirect or consequential losses arising from such delays.

8. Limitation of liability

Our liability in connection with any booking is limited to the value of the services booked. We are not liable for any indirect, incidental or consequential losses, including missed flights, missed connections, loss of business, or loss of enjoyment, except where such loss arises directly from our proven negligence. Customers are advised to allow sufficient buffer time for time-sensitive travel such as airport transfers. We strongly recommend that valuables and personal belongings be kept with you at all times; we are not responsible for items left behind in the vehicle, although we will make reasonable efforts to help recover and return any items found.

9. Tour packages

For tour packages, the itinerary, inclusions and exclusions specified at the time of booking form part of these terms. Inclusions typically cover transport and items expressly listed, while exclusions such as personal expenses, entry tickets, meals not listed, and optional activities are payable by you. Itineraries may be adjusted on the ground due to weather, local conditions, or factors affecting safety and feasibility, and we will act in your best interest when such adjustments are necessary. Hotel categories and room types, where included, are subject to availability at the time of confirmation.

10. Use of our website and communication

You agree to use our website and communication channels only for lawful purposes and not to misuse them in any way. Information you submit, such as your name and mobile number, is used to process and service your booking as described in our Privacy Policy. By providing your contact details, you consent to us contacting you regarding your booking and related service updates.

11. Governing law and disputes

These terms are governed by the laws of India. Any dispute arising in connection with our services shall be subject to the jurisdiction of the competent courts in Surat, Gujarat. We always prefer to resolve concerns amicably and encourage you to contact us first so that we can address any issue promptly and fairly.

13. Feedback and grievance redressal

We value your feedback and aim to resolve any concern quickly and fairly. If you have a complaint about a trip, a fare, or any aspect of our service, please contact us with your booking reference so that we can investigate and respond promptly. We prefer to resolve matters directly and amicably, and we treat every piece of feedback as a chance to improve the experience we offer to all our customers.

12. Contact us

If you have any questions about these Terms & Conditions, please contact us by phone at +91 79902 05328 or by email at jayeshkoladiya1@gmail.com. We are always happy to clarify any point and to ensure your experience with Jay Mataji Tour & Travellers is smooth, transparent and enjoyable.