Agreement
Introduction
This Service Level Agreement (SLA) outlines the terms and conditions under which MD Travels Private Limited, located at 225, Shopping Square-2, Sector-D, Sushant Golf City, Ansal API, Lucknow – 226030, provides car rental services with drivers to customers. By using our website, mobile application, or booking services via call or third-party platforms, customers agree to be bound by the terms of this agreement. MD Travels, referred to herein as “the Company,” offers all types of car rental services for individuals and businesses, with a commitment to timely, professional, and secure transportation solutions.
Scope of Services
MD Travels offers car rental services with trained and verified drivers for a wide range of travel needs, including local travel, outstation trips, airport transfers, wedding and event transportation, and corporate travel. All bookings are managed directly by MD Travels. We own, manage, or operate vehicles and drivers under our company or contractual terms and are fully responsible for the quality, punctuality, and safety of the services rendered.
Booking and Confirmation
Customers may place bookings through our website, mobile app, call center, or WhatsApp. Once a booking request is received, a confirmation with vehicle details, driver name, fare, and other terms will be shared with the customer. MD Travels reserves the right to reject or cancel a booking in cases where vehicle or driver availability is impacted due to unforeseen circumstances. Bookings are only confirmed upon receipt of advance payment (if applicable) or confirmation by our support team.
Driver Conduct and Responsibilities
All drivers assigned to customers through MD Travels are required to maintain professional behavior at all times. They are strictly prohibited from consuming alcohol, tobacco, or any illicit substances during duty hours. Drivers must maintain proper hygiene, be punctual, and follow the route and itinerary as instructed by the customer unless instructed otherwise by the Company. MD Travels conducts background checks and regular training to ensure the safety and professionalism of its drivers.
Vehicle Condition and Maintenance
All vehicles provided by MD Travels undergo regular inspections and maintenance checks. We ensure that each car is clean, well-maintained, legally compliant, and equipped with valid permits, insurance, and pollution certificates. Customers may request specific car categories (such as sedan, SUV, or luxury vehicles), and MD Travels will provide the closest available match. In cases where substitutions are necessary, vehicles of similar class and fare will be arranged.
Pricing, Payments, and Charges
Pricing for each trip will be communicated at the time of booking. Customers must pay the agreed fare upon completion of the journey or in advance as specified. Payment methods include UPI, cash, bank transfer, or digital wallets. Any tolls, parking charges, or interstate taxes incurred during the trip are to be paid by the customer unless otherwise agreed. In case of late-night travel (after 12:00 AM), additional charges may apply based on the car category and duration of travel.
MD Travels reserves the right to revise its pricing without prior notice for dynamic conditions like fuel price changes, route alterations, or seasonal demand. Cancellation charges may apply in case of last-minute cancellations or no-shows.
Cancellations and Refunds
Customers can cancel their booking by contacting our support team. Cancellations made more than 12 hours before the scheduled pickup time may be eligible for a partial refund, after deducting administrative charges. Last-minute cancellations may attract up to 100% cancellation fees. No refunds will be provided for trips shortened or stopped mid-way unless explicitly agreed upon by MD Travels.
Service Limitations and Liability
While MD Travels takes every measure to ensure on-time performance and quality service, we shall not be held liable for delays or disruptions due to force majeure events such as traffic jams, weather conditions, strikes, government restrictions, or technical vehicle issues. In such cases, we will attempt to arrange an alternative or refund based on the specific circumstances. MD Travels is not responsible for any personal belongings left in the vehicle, although we will assist in recovering them if found.
Customer Conduct
Customers are expected to treat drivers and vehicles with respect. Any abusive behavior, damage to vehicles, or violation of safety protocols may result in immediate termination of service, with no refunds issued. MD Travels reserves the right to refuse future bookings in cases of serious misconduct.
Taxes and Invoicing
All fares communicated by MD Travels are inclusive of applicable GST or other government taxes, unless stated otherwise. Customers may request a detailed invoice after the trip. Businesses availing of services for employee transportation or official travel may share their GSTIN for input credit purposes.
Indemnity
Customers agree to indemnify MD Travels and its employees from any claims, damages, liabilities, or losses arising from the misuse of our vehicles or breach of this agreement. MD Travels also reserves the right to pursue legal action against users who cause intentional damage or engage in unlawful activity during service.
Intellectual Property
All content, branding, software, and platforms used by MD Travels, including logos, service names, and website design, are the intellectual property of MD Travels Private Limited. No user is allowed to replicate, use, or distribute this content without written permission.
Dispute Resolution
The laws of India shall govern this Agreement. Any disputes arising out of or relating to this Agreement will first be attempted to be resolved amicably within 30 days. If unresolved, they will be referred to arbitration by the Arbitration and Conciliation Act, 1996. The place of arbitration shall be Lucknow, and courts in Lucknow shall have exclusive jurisdiction for all related matters.
Grievance and Support
For any service-related complaints or support requests, customers may contact us via the details below. We aim to resolve complaints within three business days.
Phone: +91 7379034001
Email: mdtravelsfromlucknow@gmail.com
Office Address: Shop No. 225, Shopping Square-2, Sector-D, Sushant Golf City, Ansal API, Lucknow – 226030
