Kota Rental Payments & Trust
Cancellation & Refund Policy
This policy sets forth the transparent terms, conditions, timelines, and procedures governing booking cancellations and refund settlements for vehicle reservations made through Kota Rental.
1. Customer-Initiated Cancellation (95% Refund)
1.1. If a customer cancels any confirmed vehicle reservation prior to vehicle dispatch or pickup, 95% of the total amount paid is refunded directly to the original payment method.
1.2. A nominal deduction of 5% is retained to account for non-recoverable payment gateway processing fees, inventory allocation holds, and logistics scheduling.
2. Operator-Initiated Cancellation (100% Full Refund in 3–5 Working Days)
2.1. If a reservation is cancelled from our side due to unexpected vehicle maintenance, mechanical defect, safety inspection issues, or unavailability, the customer receives a 100% full refund with zero deductions.
2.2. All operator-cancelled refunds are initiated immediately and credited back to the customer's original bank account, card, or UPI ID within 3 to 5 working days.
3. Security Deposit Refund Policy (24-Hour Settlement)
3.1. Every reservation requires a refundable security deposit paid prior to vehicle release.
3.2. 100% of the security deposit is refunded within 24 hours of vehicle return, subject to vehicle condition inspection (matching fuel level, tire condition, and absence of new body damages or unpaid traffic challans).
3.3. If minor damages, fuel deficits, or traffic fines are documented, the corresponding amount will be deducted and an itemized breakdown provided with the remaining deposit balance refunded.
4. In-Person Handover Verification Failure
4.1. If the renter fails to present original physical documents (original Driving License and Aadhaar Card) at vehicle handover, or if the individual present does not match the reservation identity, keys will not be released.
4.2. In such circumstances, 95% of the total amount paid is refunded (5% deducted for delivery dispatch costs).
5. Payment Settlement Cycle & Method of Refund
5.1. All refunds are processed electronically through our authorized payment gateway partner (Razorpay) back to the exact source account used during checkout (UPI, Debit Card, Credit Card, or Net Banking).
5.2. Depending on the customer's card network and issuing bank settlement rules, refund credits typically reflect on bank statements within 3 to 5 working days from the date of refund initiation.
6. How to Request a Cancellation
6.1. To request a cancellation, customers may contact our 24/7 helpline at +91 88298 81111 or email kotabikeweb@gmail.com with their Booking ID.
6.2. Our support team verifies the booking details and triggers the refund transaction immediately.