Carpooling & Ridesharing - No replacement offered

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Under certain conditions, you may be entitled to demand a replacement ticket. 


Such a request for replacement may be confirmed or declined depending upon the situation. 


A request can be initiated in the event of a damaged vehicle, involvement in an accident, wrong tickets being issued by the service provider, changes in the timing of departure without adequate notice to the consumer, cancellation by the service provider or any similar situation.


Such a request for replacement may be declined according to the service provider’s terms and conditions.


If you think your request has been unfairly declined, you can raise a query or complaint with the appropriate authority or Customer Care team and ask for a reimbursement or damages as appropriate. 


If your issue isn’t resolved in the prescribed time period, you can further escalate your matter via Resolver.


You should know
  • Carpooling & ridesharing services usually charge a fixed amount which is billed through due process. A receipt might be handed to you before the beginning of your trip indicating fixed and variable costs. Your total fare will be based on the mentioned costs.
  • Additional charges like toll taxes, convenience fees, etc, must be disclosed before the beginning of the trip.
  • You have the option to invite riders or become a rider. In any case, read the terms in the fine print before finalizing the booking. Liabilities with respect to maintenance, third party damage, theft, accident, fuel usage, rental, etc, should be clarified before the booking.
  • Cancellations should be free of charge if made well in advance. A small fee might be levied in case of last minute cancellations.
  • You must keep all the bills related to your carpool booking readily available, in addition to the driver’s details, vehicle number, etc.
  • If any unforeseen situation arises, immediately contact the customer care of the carpool service provider and lodge a complaint. You should be able to explain the situation and issue in detail.
  • You might be offered a refund as compensation for your bad experience or a rebate coupon, although this is not guaranteed.
  • If the service provider fails to help you, you may escalate the matter by filing a consumer complaint at an appropriate consumer forum.

Are carpooling and ridesharing legal in India?

As per the Motor Vehicles Act, 1988 (MVA), there are no specific regulations banning carpooling and ridesharing services. The MVA regulates Contract Carriages and Public Service Vehicles which carry passengers for ‘hire and reward’. The definition of ‘Contract Carriages and Public Service Vehicles’ specifically excludes a private vehicle used occasionally for giving lifts against some payment’. Hence, a private car providing occasional lifts against payment for the cost of a trip is not a vehicle in which passengers are carried for ‘hire or reward’. There is no specific legislation which bans carpooling in India.

Private car owners do not require a special permit for carpooling in India if doing so occasionally. It is important to note that different interpretations of the Act may apply for each state, hence seek professional advice before taking any action.

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