Terms of Service

These Terms of Service ("Terms") govern your access to and use of the car-rental services, website, booking channels, mobile interfaces, customer support, and related offerings provided by UrbanWheels Car Rentals ("UrbanWheels Car Rentals", "we", "us", or "our"). By accessing, browsing, booking, or using our services, you agree to be bound by these Terms. If you do not agree, you must not use our services.

1. Introduction and Acceptance of Terms

These Terms constitute a legally binding agreement between you and UrbanWheels Car Rentals, having its address at UrbanWheels Car Rentals, Shop No. 14, 1st Floor, Connaught Place, New Delhi, Delhi 110001, India.

By making a booking, signing a rental agreement, taking delivery of a vehicle, or otherwise using any service offered by UrbanWheels Car Rentals, you confirm that:

• you are at least 18 years of age and legally competent to contract under the Indian Contract Act, 1872;
• you have read, understood, and accepted these Terms;
• you agree to comply with all applicable laws, traffic regulations, permit requirements, and these Terms; and
• you acknowledge that additional service-specific terms, booking confirmations, vehicle handover documents, and rental agreements may apply and form part of the contract.

2. Scope of Services

UrbanWheels Car Rentals provides car-rental and related mobility services, which may include the following:

• self-drive car rentals;
• chauffeur-driven car rentals;
• airport transfer services;
• hourly and daily rental packages;
• long-term corporate rentals; and
• outstation travel bookings.

Service availability, vehicle categories, pricing, inclusions, exclusions, mileage limits, fuel policy, security deposit requirements, and operational restrictions may vary based on location, vehicle type, booking channel, and applicable law.

We reserve the right to accept, reject, modify, or cancel any booking at our discretion, subject to applicable law and any confirmed contractual commitments.

3. User Obligations and Responsibilities

You agree to use our services responsibly and in compliance with all applicable laws. Without limiting the generality of the foregoing, you shall:

• provide accurate, complete, and current information during booking, verification, and payment;
• present valid government-issued identification, driving licence, address proof, and any other documents reasonably required by us;
• ensure that the driver, renter, or authorised user meets eligibility criteria and is fit to operate or occupy the vehicle;
• use the vehicle only for lawful purposes and in accordance with the rental agreement, route restrictions, and vehicle category;
• not permit any unauthorised person to drive or use the vehicle;
• not use the vehicle for racing, towing, overloading, off-road driving, illegal transport, smuggling, or any prohibited activity;
• not drive under the influence of alcohol, narcotics, or any impairing substance;
• comply with speed limits, parking rules, toll requirements, permit rules, and all traffic laws under the Motor Vehicles Act, 1988 and related rules;
• maintain the vehicle in good condition, exercise due care, and promptly report any accident, theft, breakdown, damage, challan, seizure, or third-party claim;
• return the vehicle on time, at the agreed location, with all accessories, documents, keys, and equipment; and
• be responsible for any fines, penalties, tolls, congestion charges, parking fees, traffic violations, and other charges incurred during the rental period, unless expressly stated otherwise.

For chauffeur-driven services, you shall ensure respectful conduct toward the driver and shall not request the driver to violate traffic laws, exceed permissible driving hours, or undertake unsafe travel.

We may refuse service, terminate a trip, or take possession of the vehicle if we reasonably believe that you have breached these Terms, posed a safety risk, or violated law.

4. Payment Terms and Conditions

All charges shall be payable in Indian Rupees (INR), unless otherwise stated. Prices may include or exclude applicable taxes, fees, tolls, parking, interstate permits, fuel, driver allowances, and other charges, as specified at the time of booking or in the rental agreement.

• Bookings may require advance payment, partial payment, or a security deposit.
• We may require pre-authorisation or hold amounts on your payment instrument for incidentals, damages, tolls, penalties, or additional usage.
• Any unpaid amounts may be recovered from the security deposit, payment method on file, or through lawful recovery processes.
• Late return charges, excess mileage charges, cleaning charges, refuelling charges, damage charges, and administrative fees may apply where relevant and disclosed.
• Corporate customers may be subject to separate invoicing, credit limits, payment timelines, and account terms.

You authorise us and our payment partners to process payments, refunds, reversals, and adjustments in connection with your bookings. You are responsible for ensuring that your payment details are valid and that sufficient funds or credit are available.

We reserve the right to suspend or cancel services in the event of payment failure, suspected fraud, chargeback abuse, or non-compliance with payment obligations.

5. Cancellation and Refund Policy

Cancellations and refunds are subject to the booking type, vehicle category, timing of cancellation, and any special offer or promotional terms disclosed at the time of booking.

• Customer-initiated cancellations may attract cancellation charges depending on how close the cancellation is to the scheduled pickup time.
• No-shows, late arrivals beyond the permitted grace period, or failure to provide valid documents may be treated as cancellations without refund, subject to applicable law and booking terms.
• Refunds, where applicable, will generally be processed to the original payment method within a reasonable period, subject to banking and payment gateway timelines.
• Security deposits may be withheld, adjusted, or partially refunded to cover unpaid dues, damages, penalties, tolls, cleaning, fuel discrepancies, or other legitimate charges.
• For chauffeur-driven, airport transfer, hourly, daily, outstation, and long-term rentals, minimum usage, waiting time, route deviation, and overtime charges may apply.

If we cancel a booking due to vehicle unavailability, operational issues, safety concerns, legal restrictions, or force majeure, we may offer a refund, rescheduling, or alternate vehicle/service, as appropriate and subject to applicable law.

Any refund entitlement shall be limited to the amount actually received by us for the cancelled portion of the service, excluding non-refundable charges expressly disclosed at booking.

6. Liability Limitations

To the maximum extent permitted under applicable Indian law, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019, UrbanWheels Car Rentals shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profits, loss of business, loss of opportunity, or reputational harm.

Without limiting the foregoing:

• we are not responsible for delays, route disruptions, traffic congestion, road closures, weather conditions, government actions, strikes, or third-party acts beyond our reasonable control;
• we are not liable for personal belongings left in the vehicle, except where loss is caused solely by our proven negligence and subject to applicable law;
• we do not guarantee uninterrupted availability of any vehicle, route, or service;
• our liability for any direct loss or damage arising from our proven breach shall, to the extent permitted by law, be limited to the amount paid by you for the specific service giving rise to the claim; and
• nothing in these Terms excludes or limits liability that cannot be excluded under applicable law, including liability for fraud, wilful misconduct, or death/personal injury caused by negligence where such exclusion is prohibited.

You agree to indemnify and hold harmless UrbanWheels Car Rentals, its directors, employees, agents, affiliates, and service partners from claims, losses, liabilities, damages, costs, and expenses arising from your breach of these Terms, unlawful conduct, misuse of the vehicle, or violation of third-party rights.

7. Intellectual Property Rights

All content, trademarks, logos, service marks, designs, text, graphics, photographs, software, interfaces, and other materials associated with UrbanWheels Car Rentals are the property of UrbanWheels Car Rentals or its licensors and are protected under applicable intellectual property laws in India.

You are granted a limited, revocable, non-exclusive, non-transferable licence to access and use our website and service materials solely for lawful booking and service-related purposes. You shall not:

• copy, reproduce, modify, distribute, publish, display, or create derivative works from our content without prior written consent;
• use our trademarks or branding in a manner that suggests affiliation, endorsement, or ownership without authorisation; or
• reverse engineer, scrape, or interfere with our systems, software, or digital platforms.

8. Data Protection and Privacy

We collect, use, store, and process personal information in connection with bookings, identity verification, payment processing, customer support, safety, compliance, and service delivery. Such processing shall be carried out in accordance with applicable Indian law, including the Information Technology Act, 2000, the rules made thereunder, and the Digital Personal Data Protection Act, 2023, as and when applicable.

By using our services, you consent to the collection and processing of your personal data for legitimate business purposes, including:

• identity and document verification;
• booking management and communication;
• payment processing and fraud prevention;
• vehicle tracking, safety monitoring, and incident response where legally permitted and disclosed;
• compliance with legal, tax, regulatory, and law-enforcement requests; and
• service improvement, analytics, and customer support.

We may share personal data with payment processors, verification partners, insurance providers, fleet operators, chauffeurs, technology vendors, and authorities where necessary for service delivery or legal compliance. We take reasonable technical and organisational measures to protect personal data, but no system can be guaranteed to be completely secure.

Where required by law, you may have rights relating to access, correction, updating, deletion, grievance redressal, and withdrawal of consent, subject to applicable retention and legal obligations.

9. Force Majeure

UrbanWheels Car Rentals shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to natural disasters, floods, earthquakes, fire, epidemic, pandemic, war, terrorism, civil unrest, strikes, labour disputes, government orders, road blockades, fuel shortages, internet outages, power failures, or acts of third parties.

During a force majeure event, we may suspend, modify, reschedule, or cancel services without liability to the extent such performance is prevented or materially affected. Refunds or credits, if any, shall be determined in accordance with the circumstances, applicable law, and the specific booking terms.

10. Changes to Terms

We may revise these Terms from time to time to reflect changes in law, business practices, service offerings, or operational requirements. Updated Terms will be posted through our website, booking platform, or other reasonable communication channels.

Unless otherwise stated, changes will become effective upon posting. Your continued use of our services after the effective date constitutes acceptance of the revised Terms. If you do not agree to the updated Terms, you must discontinue use of our services.

11. Applicable Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India.

Subject to any mandatory consumer dispute resolution rights under applicable law, the courts at New Delhi, Delhi, India shall have exclusive jurisdiction over any dispute, claim, or proceeding arising out of or in connection with these Terms, the services, or any related booking or rental agreement.

12. Contact Information

For questions, complaints, support, cancellations, or legal notices, please contact:

• UrbanWheels Car Rentals
• Address: UrbanWheels Car Rentals, Shop No. 14, 1st Floor, Connaught Place, New Delhi, Delhi 110001, India
• Email: [email protected]
• Phone: +91 11 4127 6853

13. Severability Clause

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be enforced to the maximum extent permitted by law, and the remaining provisions shall continue in full force and effect.

If any invalid or unenforceable provision can be modified to make it valid and enforceable, it shall be deemed modified to the minimum extent necessary to achieve such validity and enforceability while preserving the original intent as closely as possible.

By using the services of UrbanWheels Car Rentals, you acknowledge that you have read, understood, and agreed to these Terms of Service.