How refunds work
Payments on RutzIndia.com are processed by Stripe. When a refund is due, we issue it to the same card or wallet you paid with and send you the refund reference by email. We do not refund in cash or to a different account.
How much is refunded
The refund follows our cancellation policy, counted from the booked pickup time:
- More than 72 hours before pickup: full refund of the amount paid.
- Within 72 hours of pickup: 10% of the fare is retained, the rest is refunded.
- Within 48 hours of pickup: 50% of the fare is retained, the rest is refunded.
- Within 24 hours of pickup, or a no-show: no refund.
If we cancel - a vehicle breakdown we cannot replace in time, a road closure or an official restriction on the route - you get a full refund, whatever the timing.
When the money reaches you
We initiate an approved refund within 2 working days of the cancellation. After that the timing depends on your bank or card issuer: card refunds commonly take 5 to 10 working days to appear on your statement. If it has not arrived after 10 working days, write to us with your booking reference and we will send the Stripe refund reference for your bank to trace.
Changes instead of cancellation
You can move a booking to another date or change the car class instead of cancelling. If the new fare is higher, you pay the difference; if it is lower, we refund the difference to the original payment method. Changes made more than 72 hours before pickup carry no charge.
Charges that are never refundable
Tolls, state permits, parking and the driver's night allowance are paid at actual cost on the day and are refundable only if they were not incurred. Any third-party bookings made for you through the travel desk - hotels, flights, activities - follow the supplier's own refund terms, which we share in writing before you pay.
Failed or double payments
If money is debited but the booking is not confirmed, or you are charged twice, the unconfirmed payment is reversed automatically, normally within 5 to 10 working days. Email us with the payment reference and we will confirm the reversal.
Service delivery
RutzIndia.com sells chauffeur-driven car hire, a service delivered in person at the pickup address, date and time you book. Nothing is shipped. Your confirmation email carries the booking reference; the chauffeur's name, mobile number and vehicle registration follow before pickup.
Contact
Email support@rutzindia.com with your booking reference, or use the contact page. Payments and refunds are handled by the RutzIndia.com desk 24 hours a day.
