1. Nature of the Platform
1.1 Marketplace model
MasterCAB is a technology platform that facilitates connections between customers and independent cab vendors/service providers.
We do not own, operate or control the vehicles listed on the Platform and do not employ the drivers who provide transportation services through the Platform.
The transportation service is provided by the selected/assigned vendor ("Vendor") and/or the driver engaged by such Vendor.
1.2 Role of the Platform
Our role includes providing technology and marketplace services such as:
- Displaying available Vendors and vehicles
- Facilitating search and comparison
- Displaying prices, ratings and relevant booking information
- Facilitating booking requests
- Facilitating online payments through available payment methods
- Communicating booking information between customers, Vendors and drivers
- Assisting with Vendor replacement/alternate arrangements where required
- Providing customer support in relation to bookings made through the Platform
1.3 Vendor as service provider
The Vendor is independently responsible for performing the transportation service, including providing the vehicle, driver and related transport services in accordance with applicable laws and the booking.
The Vendor shall remain responsible for maintaining valid vehicle documents, permits, insurance, fitness certificates, driver licences and other approvals required by applicable law.
The Platform may collect and/or verify certain Vendor information and documents as part of onboarding. Any such verification does not constitute a continuing guarantee or certification by the Platform that the Vendor, vehicle or driver remains compliant at all times.
2. Eligibility and Customer Account
2.1 Account
You must provide accurate and complete information while creating and maintaining your account. You are responsible for:
- Maintaining confidentiality of your account credentials
- Keeping your registered mobile number and email address accurate
- All activity undertaken through your account
- Immediately informing us if you suspect unauthorised access
2.2 Age
Where transportation is being arranged for a minor or another person, the person making the booking represents that they have the necessary authority and responsibility for doing so.
3. Booking Window
3.1 Advance booking requirement
A customer may make a booking at least 6 hours before the scheduled trip start time and up to 30 days in advance.
3.2 No immediate booking
Bookings falling within 6 hours of the scheduled start time will not be permitted through the Platform.
The Platform may modify booking availability for operational, technical, safety or regulatory reasons.
4. Types of Services
The Platform may make available:
4.1 Local Trips
Local bookings may be offered through packages such as:
- 4 Hours / 40 Kilometres
- 8 Hours / 80 Kilometres
or such other packages as may be displayed on the Platform.
4.2 Outstation Trips
Outstation bookings may be offered on a One-Way basis or a Return Journey basis.
The standard outstation package is 1 Day / 300 Kilometres, unless a different fare/package is explicitly displayed at the time of booking.
5. Vehicle Selection and Vendor Selection
5.1 Search
Based on the information entered by you, the Platform may identify Vendors operating in or around the requested pickup area.
Location matching may be calculated using geographical coordinates, including latitude and longitude, together with other operational parameters.
5.2 Vendor ranking and display
Vendor listings may be influenced by parameters including:
- Proximity/location
- Vehicle type
- Price/fare
- Availability
- Customer ratings/reviews
- Special Fare availability
- Other operational or marketplace parameters
The order in which Vendors are displayed does not necessarily constitute a recommendation, guarantee or endorsement by the Platform.
Where applicable, any paid, promoted or sponsored listing will be identified separately.
5.3 Special Fare
Certain Vendors may publish discounted fares for specified routes and dates where the Vendor expects to otherwise operate without a passenger/carriage on a return or repositioning journey.
Such fares may be displayed as "Special Fare" or through similar identification on the Platform.
Special Fare availability is subject to the Vendor's terms, availability and acceptance.
6. Fare and Booking Price
The applicable fare shown at the time of booking may depend on:
- Vehicle type
- Local or outstation service
- Package
- Route and distance
- Vendor
- Date and time
- Applicable night charges
- Special Fare
- Applicable taxes/platform charges
- Other charges specifically disclosed before booking
The fare displayed in the Booking Summary is the amount applicable to the booking at that stage, subject to additional charges expressly identified in these Terms or the Booking Summary.
7. Garage-to-Garage Distance Calculation
For applicable bookings, distance may be calculated on a garage-to-garage basis, rather than solely from customer pickup point to final destination.
Accordingly, the included kilometres in a package may be consumed by the vehicle's movement from the Vendor's garage to the pickup location, during the customer's journey, and from the completion point back towards the Vendor's garage, as applicable to the Platform's distance calculation.
The relevant distance calculation will be used to determine the utilisation of the package kilometres. The applicable distance calculation will be displayed or reflected in the booking system where technically possible.
8. Local Trip Terms
8.1 Package
A Local trip will be governed by the hours and kilometres included in the package selected by the customer.
8.2 Additional kilometres
Where the applicable included kilometres are exceeded, additional kilometre charges will be payable at the rate applicable to the selected Vendor/vehicle and shown or calculated by the Platform.
8.3 Additional time
Any waiting time or additional time beyond the applicable package may result in additional charges in accordance with the applicable Vendor's displayed rates/booking terms.
8.4 No local grace period
No grace period shall apply to Local trip package completion unless expressly displayed in the booking.
9. Outstation Trip Terms
9.1 Standard package
Outstation bookings are based on 1 Day / 300 Kilometres.
9.2 Additional kilometres
If the total applicable distance exceeds 300 kilometres per day, additional kilometre charges shall apply at the applicable Vendor rate. Additional charges are calculated based on the actual distance recorded/calculated at the completion of the journey.
9.3 Additional day
Where an outstation trip extends beyond the applicable permitted duration/day cycle, an additional 1 Day / 300 Kilometres charge may become applicable.
9.4 Outstation grace period
For outstation journeys, a grace period of up to 1 hour after 12:00 midnight may apply. Accordingly, a journey ending up to approximately 1:00 AM may fall within the applicable grace period.
Where the journey extends beyond the grace period, an additional day charge of 1 Day / 300 Kilometres may be applied.
No such one-hour grace period applies to Local trips.
10. Night Charges
The standard daytime service window is 6:00 AM to 9:00 PM.
Where the applicable trip starts or operates outside the prescribed daytime window, applicable night charges may automatically be included and shown in the Booking Summary.
The applicable night-charge treatment shall be displayed in the Booking Summary based on the applicable trip timing. Where a journey ends after the applicable night threshold, night charges may apply.
The applicable night charge, where known before booking, will be displayed to the customer.
11. Toll, Parking and Waiting Charges
The following charges are not necessarily included in the base fare/package unless specifically stated:
- Toll charges
- Parking charges
- Applicable waiting charges
Such charges shall be payable by the customer at actuals, subject to applicable supporting information/records and the Vendor's applicable rates.
Where additional charges are determined after completion of the journey, the Platform may notify the customer and provide a payment facility through the Platform.
12. Booking Confirmation and Vendor Acceptance
After the customer completes payment, the booking request is sent to the selected Vendor.
12.1 Vendor response period
The Vendor will generally have 30 minutes to accept or reject the booking.
12.2 Vendor rejection
Where a Vendor rejects a booking, the Vendor may be required to provide the reason for rejection through the Platform.
12.3 No response
If the Vendor does not respond within the applicable period, the Platform may automatically attempt to assign the booking to another eligible Vendor. The Platform may make up to two additional assignment attempts.
12.4 Support intervention
If the automated replacement process is unsuccessful, the Platform's support/operations team may manually intervene to attempt to arrange transportation.
The Platform does not guarantee that an alternative Vendor will always be available.
13. Vendor Cancellation
A Vendor may, subject to the Vendor agreement and applicable law, cancel an accepted booking, including up to 10 minutes before the scheduled trip start time, for circumstances such as vehicle breakdown, driver emergency or other operational reasons.
Where such cancellation occurs, the Platform may:
- Attempt to arrange a replacement Vendor;
- Automatically assign another Vendor where possible; or
- Have the support team intervene manually.
Where the Platform is unable to arrange a replacement, the customer shall be eligible for an appropriate refund of the booking amount in accordance with the applicable refund process.
A customer cancellation charge shall not be imposed merely because the Vendor cancelled the booking.
14. Driver Assignment
Following Vendor acceptance, the Vendor will assign an eligible vehicle and driver. The customer may receive information regarding the assigned vehicle and driver through the Platform.
The Vendor remains responsible for ensuring that the assigned driver is legally authorised and properly licensed to operate the vehicle.
15. Driver Arrival and Trip Start
15.1 Garage departure
When the driver leaves the garage for the customer's pickup, the Platform may notify the customer that the vehicle has departed and provide an estimated arrival time.
Any ETA is indicative only and may change due to traffic, weather, road closures, vehicle conditions or other circumstances.
15.2 Start odometer
At the applicable start point, the driver may be required to upload a photograph of the vehicle's odometer or other relevant trip-distance evidence.
15.3 OTP verification
When the driver reaches the pickup location, the Platform may generate an OTP for the customer.
The customer should provide the OTP to the driver only when the customer has boarded the vehicle and is ready to commence the journey. The driver may be required to verify the OTP before commencing the customer journey.
16. End of Trip
At the end of the journey, the driver shall:
- End the trip through the driver application
- Record/upload the applicable ending odometer
- Record applicable toll charges
- Record applicable parking charges
- Record applicable waiting charges, where applicable
- Submit other trip details required by the Platform
The Platform may calculate additional distance and other charges using the information submitted by the driver, odometer records, GPS information, system calculations and other relevant data.
17. Additional Charges After Trip Completion
Where the completed journey results in additional payable charges, including:
- Excess kilometres
- Tolls
- Parking
- Waiting charges
- Additional day charges
- Applicable night charges
- Other charges disclosed in the booking
the customer shall be notified through the Platform. The customer may be required to make such additional payment through the Platform using the payment methods made available.
18. Customer Cancellation Policy
The cancellation period shall be calculated with reference to the scheduled trip start time.
| Booking Type |
Cancellation Time |
Refund |
| Local |
More than 24 hours before start |
Booking amount less ₹100 cancellation charge |
| Local |
Within 24 hours of start |
No refund* |
| Outstation |
More than 48 hours before start |
Booking amount less ₹500 cancellation charge |
| Outstation |
Within 48 hours of start |
No refund* |
* Except where required by applicable law or expressly approved by the Platform.
19. Refunds
Where a refund becomes payable under these Terms, the refund shall be processed through the payment/refund mechanism applicable to the booking.
Where the Platform Wallet is used as the refund mechanism:
- The applicable refund amount may be credited to the customer's Platform Wallet;
- Wallet balance may be used for eligible future bookings on the Platform;
- Wallet balance may not be withdrawn or transferred to a bank account, except where required by applicable law or where otherwise specifically permitted by the Platform.
20. Payment Methods
Customers may pay for bookings using:
- The Platform Wallet, where available; or
- A payment method made available through the Platform's payment gateway, including Razorpay or another authorised payment service provider integrated by the Platform.
Payment processing may be subject to the applicable terms of the relevant payment service provider.
The Platform does not intend to store full card credentials where such payment information is handled directly by the payment service provider.
21. Special Fare Bookings
A Vendor may publish a Special Fare for a particular route/date, generally where the Vendor expects the vehicle to otherwise travel without a paying customer on that route/return leg. Special Fares:
- Are Vendor-specific;
- Are subject to availability;
- May be lower than standard fares;
- May be highlighted at the top of search results;
- May not be available for all dates or vehicles; and
- Are not a guarantee of service availability until the booking is accepted/confirmed.
22. Customer Responsibilities
The customer must:
- Provide accurate pickup, drop, stop, package, date and time information;
- Remain reasonably available on the registered contact number;
- Use the vehicle only for lawful purposes;
- Comply with applicable vehicle capacity and safety requirements;
- Not carry prohibited or dangerous goods;
- Not damage the vehicle;
- Comply with reasonable instructions of the driver relating to safety; and
- Provide the OTP only at the appropriate stage of pickup.
The customer shall be responsible for losses or costs arising from intentional damage, unlawful use or misuse of the vehicle, to the extent permitted by law.
23. Changes to Booking
Any request to change the pickup location, drop location, stops, travel date, trip type, package, vehicle category or other material booking details may result in additional charges or require fresh Vendor approval.
A booking change shall not be considered confirmed until reflected in the Platform.
24. Ratings and Reviews
Customers may submit ratings and reviews regarding Vendors, vehicles and services. Reviews must be truthful, relevant and based on the customer's actual experience.
The Platform may remove content that is unlawful, abusive, defamatory, fraudulent, irrelevant, misleading or otherwise violates applicable law or Platform policies.
25. Platform Availability
We endeavour to keep the Platform available and functional, but do not guarantee uninterrupted or error-free operation. The Platform may temporarily be unavailable due to:
- Maintenance
- Software updates
- Network failure
- Payment service failure
- GPS/location service failure
- Third-party service failure
- Cyber incidents
- Force majeure
- Other circumstances beyond our reasonable control
26. Transportation Service and Limitation of Platform Role
The Platform does not itself provide the physical transportation service.
The Vendor and driver are responsible for the actual transportation service, including vehicle operation, driving, route execution, vehicle condition and other service obligations assigned to them.
To the maximum extent permitted by applicable law, the Platform shall not be responsible for independent acts or omissions of Vendors or drivers, including matters relating to vehicle breakdown, traffic delays, driver conduct, route deviations, service deficiencies or other operational matters.
However, nothing in these Terms excludes or limits any responsibility, liability or consumer right that cannot lawfully be excluded or limited under applicable law, including rights arising from our own acts, omissions, fraud, wilful misconduct or statutory obligations.
27. Vehicle Replacement
Where the assigned Vendor is unable to provide the originally assigned vehicle due to breakdown, emergency, operational issue or other circumstances, the Vendor or Platform may provide a replacement vehicle of the same or reasonably comparable category, subject to availability.
Where a material downgrade or change occurs, the customer may contact support regarding the applicable fare adjustment/refund.
28. Third-Party Services
The Platform may use third-party providers for:
- Payment processing
- Maps and geolocation
- OTP delivery
- SMS/email/push notifications
- Analytics
- Cloud hosting
- Customer support technologies
- Other technology infrastructure
Use of third-party services may be subject to the terms and privacy policies of those providers.
29. Suspension or Termination of Account
We may suspend, restrict or terminate an account where reasonably necessary due to:
- Fraud or suspected fraud
- Misuse of the Platform
- Violation of these Terms
- Unlawful activity
- Abuse of drivers, Vendors, employees or support personnel
- Payment-related issues
- Other circumstances permitted under applicable law
30. Intellectual Property
The Platform, including its software, design, branding, logos, content, interface, databases and technology, is owned by or licensed to Master Tour Organisers Private Limited.
You may use the Platform only for lawful personal use and in accordance with these Terms. You may not copy, reproduce, reverse engineer, scrape, modify, distribute or commercially exploit the Platform without written permission.
31. Force Majeure
Neither the Platform nor the Vendor shall be responsible for failure or delay caused by events beyond reasonable control, including natural disasters, severe weather, road closures, civil disturbance, strikes, government restrictions, war, accidents, emergencies, infrastructure failures, communication failures or other force majeure events.
32. Changes to These Terms
We may modify these Terms from time to time. The latest version shall be published on the Platform with the applicable effective date.
Changes affecting existing confirmed bookings shall not retrospectively alter the material commercial terms of those bookings unless required by law or agreed with the customer.
33. Governing Law and Jurisdiction
These Terms shall be governed by the laws of India.
Subject to any rights or remedies available to a consumer under applicable consumer-protection legislation, disputes shall be subject to the jurisdiction of the competent courts at Pune, Maharashtra.
Nothing in these Terms is intended to deprive a customer of any mandatory statutory right or remedy.
34. Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue to remain in effect to the extent permitted by law.
35. Entire Agreement
These Terms, the Privacy Policy, the Booking Summary, applicable booking-specific terms and any other terms expressly incorporated into the booking constitute the agreement governing the customer's use of the Platform and booking services, subject to applicable law.
If you have any questions about these Terms and Conditions, please contact us: