Scope of this policy
This policy applies to confirmed CROSCAR bookings unless the quotation or booking confirmation contains a different cancellation schedule for a special vehicle, event, route, corporate arrangement or other booking-specific requirement. Any special condition will be disclosed before payment and will apply to that booking.
How to cancel
Send the cancellation request through the same WhatsApp number, phone number or email thread used for the booking, or email hello@croscar.com. Include the booking reference, passenger name, scheduled pickup date and pickup time.
A cancellation is effective when CROSCAR receives the request. We will confirm the recorded cancellation time in writing. All time calculations under this policy are based on Indian Standard Time and the scheduled pickup time in the confirmed booking.
Standard cancellation charges
Unless a booking-specific cancellation term applies, the following charges are calculated on the total confirmed booking value:
- 48 hours or more before scheduled pickup: no cancellation fee; 100% of the eligible amount paid will be refunded.
- 24 hours or more but less than 48 hours before scheduled pickup: 50% cancellation fee.
- 12 hours or more but less than 24 hours before scheduled pickup: 75% cancellation fee.
- Less than 12 hours before scheduled pickup, after vehicle dispatch, or in case of a no-show: 100% cancellation fee; no refund is payable.
Special vehicles and non-recoverable costs
Premium-category vehicles, event bookings, multi-day travel, outstation positioning, customised decoration, special permits and bookings requiring third-party commitments may have stricter cancellation terms.
Where CROSCAR has already incurred a disclosed, genuine and non-recoverable third-party cost for the booking, that amount may be deducted from an otherwise eligible refund. We will provide a reasonable explanation of the deduction on request.
Booking changes and rescheduling
A request to change the pickup date, time, route, city, duration, vehicle category or other material booking detail is subject to availability and may change the price.
Where the requested change cannot be accommodated, or materially changes the confirmed service, the request may be treated as a cancellation of the original booking and a new booking. A rescheduled booking may carry revised cancellation terms communicated at the time of rescheduling.
No-show and passenger delay
A no-show occurs when the passenger is not available at the confirmed pickup location, cannot be contacted after reasonable attempts, or does not begin the journey within the included waiting period without an agreed extension.
For airport or railway pickups, customers should provide accurate flight or train details. We will make reasonable coordination efforts for reported delays, but extended waiting, parking and operational costs may apply. A pickup will not be treated as a no-show solely because of a tracked delay while the passenger remains contactable and CROSCAR confirms continued waiting.
Cancellation by CROSCAR
CROSCAR may substitute the confirmed vehicle with an equivalent or higher-category vehicle where the original vehicle becomes unavailable. If we cannot provide the confirmed service or an acceptable alternative because of vehicle breakdown, unavailability, safety concerns or another issue within our reasonable control, the amount received for the affected service will be refunded in full.
CROSCAR is not responsible for indirect or consequential costs such as replacement travel, accommodation, missed flights, missed events or business loss, except where applicable law requires otherwise.
Force majeure and external restrictions
Where a booking is affected by severe weather, natural disaster, road closure, government order, public emergency, civil disturbance or another event beyond reasonable control, CROSCAR will work with the customer to reschedule, provide a credit or determine an appropriate refund. Genuine non-recoverable third-party costs may be deducted where they were disclosed or reasonably incurred for the booking.
Refund processing
- Approved refunds are initiated within 5–7 business days after the cancellation and refund amount are confirmed.
- Refunds are normally sent to the original payment method. Where that is not possible, CROSCAR may request verified bank or UPI details from the person or entity that made the payment.
- Banks, card networks, UPI providers and payment gateways may require additional time to credit the refunded amount after CROSCAR initiates it.
- Payment-gateway charges, bank charges or taxes will be refunded only where recoverable and required under the confirmed booking terms or applicable law.
Partially used services
No refund is normally available after a journey has started or for unused time or distance within a confirmed package. This does not affect any remedy available where CROSCAR fails to provide a material part of the confirmed service for reasons within our reasonable control.
Questions and disputes
For a cancellation or refund query, email hello@croscar.com or reply through the confirmed booking channel. Include the booking reference and payment proof where available. We will review the booking record, cancellation timestamp, applicable terms and payment status before confirming the outcome.