Clear bookings. Comfortable journeys. No surprises.
Welcome to Malwa Travels. We aim to make every journey smooth, convenient and transparent.
These Terms & Conditions explain the rules that apply when you enquire about, book or use our taxi, cab, travel and transportation services.
By making a booking with Malwa Travels, you acknowledge that you have read, understood and accepted these Terms & Conditions and any specific terms communicated for your booking.
About Our Services
Malwa Travels provides taxi, cab, local, airport, outstation, event, corporate and customized transportation services, subject to vehicle availability and applicable service conditions.
Services may include:
- Local Tricity travel
- Airport transfers
- Outstation trips
- One-way journeys
- Round trips
- Multiple-stop journeys
- Event transportation
- Corporate travel
- Customized travel arrangements
- Other transportation services agreed with the customer
Availability, vehicle type, route and fare depend on the requirements of each booking.
Booking Confirmation
A booking is considered confirmed when Malwa Travels has accepted the booking and, where applicable, the required advance payment has been received.
A booking enquiry or quotation does not automatically guarantee vehicle availability until the booking is confirmed.
Customers should provide accurate information regarding:
- Name
- Phone number
- Pickup location
- Drop location
- Date and time
- Number of passengers
- Vehicle requirement
- Stops or route requirements
- Special requirements
Incorrect or incomplete information may affect the availability, timing or final fare.
Booking Advance
An advance payment may be required to confirm a booking.
- Minimum: ₹300
- Maximum: ₹1,500
- Advance may be calculated up to 15% of the booking amount, depending on the booking.
The actual advance required will be communicated at the time of booking.
The treatment of the advance in the event of cancellation will be governed by our Cancellation & Refund Policy and any specific terms communicated for the booking.
Fare & Pricing
The fare quoted for a booking is based on the information available at the time of quotation.
The final payable amount may change if the customer requests or requires changes involving:
- Additional distance
- Additional time
- Route changes
- Additional stops
- Waiting
- Parking
- Vehicle changes
- Event requirements
- Special arrangements
- Other services not included in the original quotation
Where reasonably possible, additional charges will be communicated to the customer before they are incurred.
Extra Distance Charges
Additional distance charges may apply when the actual distance exceeds the distance included in the booking.
₹12/km – ₹32/km
The applicable rate may depend on:
- Distance
- Travel time
- Location
- Vehicle type
- Route
- Traffic and road conditions
- Service type
- Event requirements
- Local or outstation travel
- Other booking conditions
The applicable rate will be determined according to the specific booking.
Waiting Charges
Waiting charges may apply when the driver and vehicle are required to wait beyond the waiting allowance applicable to the booking.
| Vehicle Type | Waiting Charge |
|---|---|
| Sedan | ₹300/hour |
| Ertiga / MPV | ₹400/hour |
| Crysta / SUV | ₹500/hour |
The applicable waiting calculation may depend on the booking, location, waiting duration and service conditions.
For specific bookings, the waiting allowance or calculation may be communicated separately.
Route, Stop & Location Changes
Customers may request changes to:
- Pickup location
- Drop location
- Route
- Intermediate stops
- Multiple stops
- Schedule
- Waiting time
- Destination
- Event location
We will make reasonable efforts to accommodate such changes, subject to vehicle availability, route feasibility, timing, traffic, safety and operational conditions.
- Important: Any change may result in a revised fare.
Additional distance, waiting, parking, tolls or other applicable charges may be added where relevant.
Multiple Stops & Additional Stops
Multiple-stop journeys are welcome when agreed in advance or during the trip, subject to time, route and vehicle availability.
Additional stops may result in additional:
- Distance charges
- Waiting charges
- Parking charges
- Time-related charges
The fare may therefore be revised according to the actual service provided.
Parking, Toll & Government Charges
Where applicable, charges such as:
- Parking fees
- Toll charges
- Entry fees
- Permit charges
- Government or authority-imposed charges
- Other mandatory route/service charges
may be payable by the customer in addition to the agreed taxi fare unless specifically included in the quotation.
Where reasonably possible, such charges will be communicated to the customer.
Pickup & Waiting at Pickup Location
Customers are requested to be ready at the agreed pickup location and time.
The driver may contact the customer when approaching or reaching the pickup location.
If the customer is not available, applicable waiting charges may apply.
If the customer cannot be contacted or does not appear within the applicable waiting period, the booking may be treated as a No-Show.
No-Show treatment is described in our Cancellation & Refund Policy.
Cancellation & Refunds
Cancellations are governed by the separate Cancellation & Refund Policy published on our website.
| 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 pickup point | 0% |
No-Show
A booking may be treated as a No-Show if:
- The customer does not appear at the pickup location;
- The customer cannot be contacted; or
- The applicable waiting period has expired.
A No-Show is generally treated in accordance with the cancellation terms applicable after the vehicle has reached the pickup point.
Applicable waiting or other service charges may also apply.
Vehicle Type
Malwa Travels will make reasonable efforts to provide the vehicle type confirmed at the time of booking.
In circumstances such as vehicle breakdown, maintenance, availability issues, safety concerns or other operational reasons, Malwa Travels may provide a comparable alternative vehicle where reasonably possible.
If a material change in vehicle type affects the agreed fare, the applicable fare may be adjusted accordingly.
Passenger Capacity & Safety
Passengers must comply with applicable vehicle capacity and safety requirements.
The number of passengers and amount of luggage should be communicated accurately at the time of booking.
Malwa Travels may decline transportation where:
- Passenger numbers exceed the safe/legal capacity;
- Excessive luggage creates a safety issue;
- The requested journey is unsafe or unlawful;
- The vehicle cannot reasonably accommodate the customer’s requirements.
Safety requirements take priority over convenience.
Luggage & Personal Belongings
Customers are responsible for their personal belongings and luggage.
Malwa Travels should not be held responsible for ordinary loss, damage or misplacement of unattended personal belongings, except where responsibility arises under applicable law.
Customers should check the vehicle carefully before leaving and take all personal belongings with them.
Customer Conduct
Customers and passengers are expected to behave respectfully toward drivers and service personnel.
Malwa Travels may refuse or discontinue a journey where a passenger:
- Behaves violently or abusively;
- Threatens or harasses the driver;
- Damages the vehicle;
- Carries prohibited or dangerous items;
- Creates an unsafe environment;
- Engages in unlawful activity.
Where a journey is discontinued because of serious passenger misconduct, applicable charges may still be payable.
Smoking, Alcohol & Prohibited Items
Smoking or activities that may damage or contaminate the vehicle are not permitted unless specifically allowed by Malwa Travels.
Passengers must comply with applicable laws concerning alcohol, drugs, weapons and other prohibited or restricted items.
Malwa Travels reserves the right to refuse transportation where safety or legal requirements are concerned.
Driver & Vehicle Safety
Drivers are expected to operate vehicles with reasonable care and in accordance with applicable traffic and safety requirements.
Customers must not request or pressure a driver to:
- Speed;
- Drive dangerously;
- Violate traffic laws;
- Use unsafe routes;
- Carry more passengers than permitted;
- Undertake an unsafe or unlawful activity.
The driver may decline an unsafe instruction.
Delays & Traffic Conditions
Estimated travel times are provided for guidance and may be affected by:
- Traffic congestion
- Weather
- Road conditions
- Accidents
- Road closures
- Construction
- Government restrictions
- Public events
- Vehicle or operational issues
- Other circumstances beyond reasonable control
Malwa Travels cannot guarantee an exact arrival time where circumstances outside its reasonable control cause delays.
Customers should allow sufficient travel time for flights, trains, appointments and events.
Airport & Railway Transfers
For airport, railway station and time-sensitive transfers, customers are responsible for providing accurate:
- Pickup/drop information
- Flight/train details, where applicable
- Date and time
- Contact number
Changes to flight or train schedules should be communicated to Malwa Travels as soon as possible.
Additional waiting, parking or route-related charges may apply depending on the circumstances and booking terms.
Outstation & Long-Distance Travel
Outstation and long-distance bookings may be subject to specific:
- Distance calculations
- Driver charges
- State/route charges
- Toll charges
- Parking charges
- Permit or government charges
- Night charges, where applicable
- Waiting requirements
- Additional service conditions
The applicable terms and fare will be communicated according to the specific booking.
Event & Customized Bookings
Malwa Travels welcomes customized travel arrangements for:
- Weddings
- Corporate events
- Parties
- Conferences
- Tours
- Multiple-vehicle requirements
- Special transportation arrangements
- Other events
Customized bookings may have separate pricing, advance requirements, waiting arrangements and cancellation conditions.
The specific terms agreed for the booking will apply.
Cancellation by Malwa Travels
Malwa Travels may need to cancel or modify a booking in exceptional circumstances, including:
- Vehicle breakdown
- Driver or vehicle availability
- Road closures
- Severe weather
- Government restrictions
- Safety concerns
- Operational difficulties
- Other circumstances beyond reasonable control
Where possible, we will offer an alternative vehicle, rescheduling or an eligible refund.
Where a prepaid booking cannot be fulfilled and a refund is applicable, Malwa Travels will initiate the refund according to the applicable booking terms.
Payments
Customers may pay using the payment methods made available by Malwa Travels.
Customers should retain payment confirmations or receipts where applicable.
The customer remains responsible for paying all applicable charges associated with the confirmed booking and any additional services requested or used.
Quotations & Estimates
Any fare estimate or quotation is based on the information provided at the time.
A quotation may change if there is a change in:
- Route
- Distance
- Travel time
- Vehicle
- Number of stops
- Waiting
- Parking
- Service requirements
- Other booking conditions
The final fare will be based on the actual service provided and applicable booking terms.
Third-Party Services
Malwa Travels may use third-party technology or service providers for purposes such as:
- Online payments
- Communication
- Advertising
- Website analytics
- Booking support
Third-party services may have their own terms and privacy policies.
Personal Information
Personal information provided during enquiries and bookings may be handled in accordance with our Privacy Policy.
Our Privacy Policy explains how information such as name, phone number and booking details may be collected, used and protected.
Complaints & Customer Support
We value customer feedback and aim to resolve genuine service concerns fairly and promptly.
For assistance, complaints or booking-related questions, please contact:
Please provide your booking details and contact information so that we can investigate the matter efficiently.
Changes to These Terms
Malwa Travels may update these Terms & Conditions from time to time to reflect changes in our services, pricing structure, booking procedures or applicable requirements.
The latest version will be published on this page with the updated “Last Updated” date.
Acceptance of Terms
By making a booking, paying an advance, using our services or otherwise confirming a journey with Malwa Travels, the customer acknowledges that they have read and accepted these Terms & Conditions together with the applicable Privacy Policy and Cancellation & Refund Policy.
Where specific terms have been agreed for an individual booking, those specific terms will apply to that booking.
Thank You for Choosing Malwa Travels
Your Journey, Our Care.
We appreciate the opportunity to serve you and aim to make every journey comfortable, convenient, transparent and memorable.
Malwa Travels
Reliable Travel. Comfortable Journeys. Friendly Service.