Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") governs all bookings, rentals, subscriptions, memberships, security deposits, payments, refunds, modifications, cancellations, and related transactions made through the website, mobile application, customer support channels, or any other platform operated by EIGHTLINES FLEET PRIVATE LIMITED ("Company", "8-LINESGROUPINC", "we", "our", or "us").

By making a booking, renting a vehicle, subscribing to any plan, or availing any service offered by the Company, the user ("User", "Customer", "Renter", "You") agrees to be bound by this Policy.

This Policy shall be read together with the Company's Terms of Use, Privacy Policy, Rental Agreement, Subscription Terms, and any other applicable policies.

A User shall be deemed a "No-Show" if:

• The User fails to collect the vehicle within the designated pickup period;
• Required documents are not presented;
• Verification requirements are not completed;
• The User becomes unreachable.

In such cases:

• The booking may be automatically cancelled;
• No refund shall be payable.

The Company may cancel a booking due to:

• Vehicle unavailability;
• Operational constraints;
• Safety concerns;
• Fraud detection;
• Force majeure events;
• Regulatory restrictions;
• Verification failure.

Where cancellation occurs solely due to reasons attributable to the Company:

• The User shall receive a full refund of amounts actually paid;
• No cancellation fee shall be charged.

This clause shall not apply where cancellation results from User misconduct, documentation deficiencies, or policy violations.

Subject to availability, Users may request modifications including:

• Trip extension;
• Trip reduction;
• Pickup changes;
• Vehicle changes.

The Company may levy applicable modification charges.

Any difference in rental charges shall be adjusted accordingly.

Where a User voluntarily returns a vehicle before expiry of the booked rental period:

• No refund shall be payable for unused rental duration;
• Exceptions may be granted solely at the Company's discretion.

If the User fails to collect the vehicle despite confirmation:

• The Company may release the vehicle for other bookings;
• Booking charges may be forfeited.

If:

• Payment is deducted but booking is not confirmed;
• Duplicate payments occur;
• Technical errors result in excess payment;

the Company shall verify the transaction and process eligible refunds.

Refund processing may require submission of transaction evidence.

The following amounts shall generally be non-refundable:

• Convenience fees;
• Platform fees;
• Verification charges;
• Documentation charges;
• Membership fees;
• Subscription fees already consumed;
• Government taxes already deposited;
• Third-party charges;
• Insurance charges already activated;
• Late payment charges;
• Penalties and fines.

Bookings made during:

• Festivals;
• Public holidays;
• Peak demand periods;
• Promotional campaigns;
• Long weekends;
• Special events;

may be subject to stricter cancellation terms disclosed at the time of booking.

No refund, compensation, damages, or liability shall arise from delays, interruptions, cancellations, or inability to provide services resulting from events beyond the Company's reasonable control, including:

• Natural disasters;
• Floods;
• Earthquakes;
• Epidemics;
• Pandemics;
• Government restrictions;
• Civil unrest;
• Strikes;
• War;
• Cyber incidents;
• Infrastructure failures.

The Company may offer credits, rescheduling options, or partial refunds at its discretion.

Users shall first contact the Company before initiating a chargeback.

If a User initiates a fraudulent or unjustified chargeback:

• Account access may be suspended;
• Future bookings may be restricted;
• Recovery proceedings may be initiated.

The Company reserves all legal rights regarding disputed transactions.

Approved refunds shall generally be processed:

Actual credit timelines may depend upon banking partners and payment service providers.

Refunds shall be made to the original payment source wherever feasible and in accordance with RBI guidelines and applicable laws.

The Company may refuse refunds where:

• False information is provided;
• Fraudulent activity is detected;
• User violates rental terms;
• Vehicle is used unlawfully;
• Documentation is forged;
• Claims are unsupported by evidence.

Nothing contained in this Policy shall restrict, waive, or limit any rights available to consumers under applicable law, including the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and other applicable legislation.

Users may submit complaints, cancellation requests, or refund queries to:

The Company shall endeavour to acknowledge grievances within forty-eight (48) hours and resolve them within timelines prescribed under applicable law.

The Company reserves the right to modify, amend, update, or replace this Policy at any time without prior notice. Updated versions shall become effective upon publication on the Company's platform.

This Policy shall be governed by and construed in accordance with the laws of India.

Subject to applicable consumer laws, courts and tribunals located in Bengaluru, Karnataka shall have exclusive jurisdiction over disputes arising from or relating to this Policy.