Travel with confidence. Plans can change — and we understand. Our cancellation and refund policy is designed to keep things simple, transparent and fair, while allowing flexibility when your plans change.

Booking Advance

To confirm a booking, an advance payment may be required.

The applicable advance amount will be communicated at the time of booking.

Advance & Cancellation

The refund applicable to an advance payment will be determined according to the cancellation schedule in Section 2 below. Any amount specifically identified as non-refundable at the time of booking will remain non-refundable.

Cancellation Charges & Refund Schedule

We keep cancellation simple and time-based.

No cancellation charge applies when the booking is cancelled 3 hours or more before the scheduled pickup time.

The eligible refund is calculated according to the following schedule:

Cancellation Time Before Pickup	Eligible Refund
3 hours or more	100%
2 hours to less than 3 hours	70%
1 hour to less than 2 hours	40%
Less than 1 hour	0%
Vehicle has reached the pickup point	0%

The refund percentage applies to the eligible refundable amount, after excluding any amount expressly identified as non-refundable at the time of booking.

For example, if a particular booking has a separately stated non-refundable advance component, that component will not be included in the refundable amount.

No-Show

A No-Show means the customer does not appear at the agreed pickup location and does not contact Malwa Travels within the applicable waiting period.

A No-Show will be treated according to the same cancellation/refund principle applicable after the vehicle
has reached the pickup point, and the eligible refund will
therefore be 0%.

Applicable waiting charges may also be payable where relevant.

Waiting Charges

Waiting charges may apply when the vehicle and driver are required to wait beyond the waiting allowance applicable to the booking.

Vehicle	Waiting Charge
Sedan	₹300/hour, applicable up to the stated 10 km basis
Ertiga / MPV	₹400/hour, applicable up to the stated 10 km basis
Crysta / SUV	₹500/hour, applicable up to the stated 10 km basis

The applicable waiting calculation may depend on the booking type, waiting duration, location and agreed service conditions.

Extra Distance Charges

Additional distance charges may apply when the actual distance travelled exceeds the distance included in the booking or quotation.

₹12/km – ₹32/km

The applicable rate may vary according to:

Distance
Travel time
Pickup and destination location
Vehicle type
Road and traffic conditions
Route
Service type
Event requirements
Local or outstation travel
Other conditions of the booking

The applicable rate will be determined according to the specific booking and communicated where applicable.

Changes & Modifications to Bookings

Yes — changes are welcome whenever reasonably possible.

Customers may request modifications to:

Pickup or drop location
Route
Travel schedule
Stops
Waiting time
Parking
Multiple stops
Events
Vehicle/service requirements
Other reasonable booking arrangements

Changes are subject to vehicle availability, route feasibility, timing and service conditions.

The fare may be revised when a modification changes the distance, duration, route, waiting time, parking requirements, vehicle type or other service conditions.

Any additional fare or applicable charge will be communicated where reasonably possible.

Cancellation by Malwa Travels

In exceptional circumstances, Malwa Travels may need to cancel or modify a booking due to circumstances including:

Vehicle breakdown
Driver or vehicle availability
Road closures or restrictions
Severe weather
Government restrictions
Safety concerns
Operational difficulties
Other circumstances beyond our reasonable control

If Malwa Travels cancels a prepaid booking and is unable to provide the booked service, we will contact the customer and offer an appropriate available option, which may include:

Where a refund is applicable, Malwa Travels will initiate the refund immediately after the refund is confirmed.

If the customer chooses a new or modified service, any additional fare arising from the new arrangement may apply.

Refund Processing

Once an eligible refund is approved, Malwa Travels will initiate the refund immediately, subject to the applicable booking terms.

The actual time for the refunded amount to reach the customer’s bank account, UPI account, card or other payment method may depend on the relevant:

Malwa Travels is not responsible for delays caused by third-party payment providers.

Special & Customized Bookings

We happily accommodate customized travel requirements.

Bookings involving events, weddings, corporate travel, multiple vehicles, long-distance journeys, special routes, multiple stops, special vehicle arrangements, extended waiting, customized schedules or other special requirements may have individually agreed pricing and cancellation terms.

Where special terms apply, they will be communicated to the customer before or at the time of booking.

In the event of any special booking terms, the specific terms communicated for that booking will apply.

Contact Us

For booking changes, cancellations, refunds or any questions regarding this policy, please contact us.

Malwa Travels

Our team is available to assist you with booking changes, cancellations and refund-related queries.

Policy Updates

Malwa Travels may update this Cancellation & Refund Policy from time to time to reflect changes in our services, booking procedures or applicable requirements.

The latest version will always be published on this page with the “Last Updated” date.

Thank You for Choosing Malwa Travels

Your journey matters to us.

We aim to make every booking simple, transparent, flexible and comfortable — from the moment you book until you reach your destination.

Malwa Travels — Your Journey, Our Care.

Cancellation & Refund Policy