Terms & Conditions

1. Introduction and acceptance

These Terms of Service (“Terms”) apply to every booking and every use of the website mathurataxiservice.com and of the services of Mathura Taxi Service, Mayur Vihar Road, Dholi Pyau, Mathura, Uttar Pradesh 281001 (“we”, “us”, “the Company”).

By making a booking – by phone, WhatsApp, email, the website form or in person – or by travelling in our vehicle, you (“the Customer”) agree to these Terms on behalf of yourself and everyone travelling with you.

2. Bookings and confirmation

A booking is confirmed only when we confirm it by phone, WhatsApp, SMS or email. An enquiry or quote is not a confirmed booking.

All bookings must be confirmed via our website or our customer support team, and a valid contact number is required for every booking.

The Customer must give correct details: name, mobile number, pickup address, date and time, places to visit, number of passengers and luggage. We are not responsible for delays or extra charges caused by wrong or incomplete details.

We may ask for an advance to confirm a booking, especially for outstation trips, tours, festival dates (Holi, Janmashtami, Radhashtami) and tempo traveller, Urbania or bus bookings.

Vehicle availability is subject to confirmation. Driver name, phone and vehicle number are shared before pickup.

3. Fares and charges

Fares are charged per kilometre for the vehicle booked, at the rate quoted at the time of booking. Rates shown on the website are indicative and may change without notice; the rate confirmed at booking applies.

Kilometres and time are counted from our garage in Mathura and back to it (garage to garage), unless a one-way fare is agreed in writing.

Outstation and full-day bookings are charged for a minimum number of kilometres per day as quoted at the time of booking, even if the vehicle travels less.

Toll tax, parking fees, state / border taxes, permit charges, and driver allowance (bata) are extra and payable as per actuals, unless the quote clearly says they are included.

Night charges apply if the driver works late at night or stays overnight, as quoted at booking.

Waiting beyond the agreed time, extra kilometres and extra hours are charged at the same per-km rate and the extra-hour rate told at booking.

Government taxes (such as GST), where applicable, are charged as per law.

4. Payment

Payments can be made by UPI, bank transfer, online payment or cash.

Full payment is required before the commencement of the ride, or as agreed at booking. For multi-day trips the balance must be paid as agreed – usually before the last day of the trip.

If payment is not made as agreed, we may stop or cancel the service and recover the amount due.

5. Cancellation, changes and refunds

Cancellation or changes to a booking must be made at least 24 hours before the scheduled pickup time.

No refunds will be issued for cancellations made less than 24 hours before the scheduled ride, or for no-shows. The advance paid may be kept as a cancellation charge.

For festival dates and group vehicles (tempo traveller, Urbania, bus), the advance is non-refundable once the vehicle is blocked for you, because we refuse other bookings for those dates.

If the Customer ends a trip early or uses fewer days, kilometres or places than booked, no refund is due for the unused part.

Any refund we agree to will be paid to the original payment method within 7–10 working days.

If we have to cancel because of a reason in our control, we will either arrange another vehicle or refund the advance in full. This is our full liability.

6. Pickup, waiting and itinerary

The Customer must be ready at the pickup point on time. Waiting time beyond 30 minutes may be charged, and after a long wait without contact the booking may be treated as a no-show.

The driver follows the itinerary agreed at booking. Changes or extra places on the day are subject to the driver’s and our approval and are charged extra.

For safety, the driver may refuse a route, place or timing that he believes is unsafe, closed or illegal, and may decide the parking point and the order of visits.

The driver needs proper rest. Very late night or early morning driving is done only if agreed at booking and may cost extra.

Temple, monument and festival timings are set by the temples and authorities. We are not responsible if a place is closed, crowded or darshan is not possible.

7. Vehicle

We provide the category of vehicle booked (for example sedan, SUV, tempo traveller). A specific model, colour or number is not guaranteed; we may send a similar or higher vehicle at no extra cost.

Photos on the website are for reference. Ask us on WhatsApp for photos of the exact vehicle before you confirm.

If a vehicle breaks down, we will repair it or send a replacement as soon as reasonably possible. We are not liable for the time lost or for any other cost caused by a breakdown.

AC may be switched off on steep hill roads or when the engine needs it, for safety.

8. Passengers and luggage

The number of passengers must not exceed the seating capacity of the vehicle. Luggage must fit safely in the boot or roof carrier.

Smoking, alcohol, drugs, illegal items, weapons and inflammable material are not allowed in the vehicle. The driver may stop the trip if this rule is broken, and no refund will be due.

Customers must behave respectfully with the driver. Abuse, threats or violence will end the trip immediately without refund.

Any damage, stains or soiling caused to the vehicle by the Customer or their group will be charged at actual repair or cleaning cost.

Children must be accompanied by adults. Child seats are not provided unless agreed at booking.

Customers are responsible for their own luggage, valuables, cash and documents. We are not liable for any loss, theft or damage of personal belongings during the ride, including items left in the vehicle.

9. Hotels, guides and other services

Where we help with hotels, guides, boat rides, tickets or other services, these are provided by independent third parties. Their own terms apply, and we are not responsible for their quality, availability, changes or cancellation.

10. Limitation of liability

Mathura Taxi Service is not responsible for delays caused by traffic, weather or other unforeseen circumstances.

We are not liable for delays or missed trains, flights, darshan or events caused by traffic, road closures, festivals, accidents, weather, police or government orders, strikes, vehicle breakdown or any other cause beyond our reasonable control.

We are not liable for any indirect or consequential loss, including loss of bookings, tickets, hotels or business.

In all cases our total liability for any claim is limited to the fare paid for the affected booking.

Insurance of passengers and their belongings is the Customer’s responsibility, except the cover provided by law for the vehicle.

11. Force majeure

We are not liable for failure or delay in providing the service due to events beyond our control, such as natural disasters, floods, fog, epidemics, riots, strikes, festival crowd control, road or border closures and government restrictions.

12. Complaints

Any complaint must be made within 7 days of the trip by email to mathurataxiservice@gmail.com or on +91 96346 16363, with your booking details. Complaints made later may not be considered.

13. Website use

Content, photos and text on this website belong to Mathura Taxi Service and may not be copied without permission. Information such as distances, timings and fares is given in good faith and may change.

Links to third-party websites (for example Google Maps or WhatsApp) are for convenience; we are not responsible for their content.

14. Governing law and jurisdiction

These Terms are governed by the laws of India. Any dispute is subject to the exclusive jurisdiction of the courts at Mathura, Uttar Pradesh.

15. Amendments

Mathura Taxi Service reserves the right to update these terms and conditions at any time. Any changes will be posted on this page with the revised effective date. The Terms in force on the date of booking apply to that booking.