Terms & Conditions

01Booking rules

A reservation is confirmed only when our desk issues a booking reference. Requests submitted through the website, WhatsApp or phone are treated as enquiries until confirmed. Bookings must be made by a person aged 18 or over, and the details supplied must be accurate.

02Fare calculation

Fares are computed from the actual road distance, the vehicle class and the trip type, plus tolls, parking, permits and statutory GST. The trip fare is all-inclusive of our operating costs. Estimates shown online are indicative; the final fare is computed on actual distance travelled, actual waiting time and actual levies incurred.

03Payment terms

Payment is due on completion of the journey unless a corporate credit arrangement is in place. Accepted modes are cash, UPI and bank transfer. Multi-day and outstation journeys may require an advance.

04Customer responsibilities

• Be ready at the pickup point at the agreed time
• Supply accurate addresses, contact numbers and passenger counts
• Carry valid identification where required for hotel or airport access
• Do not consume alcohol, smoke or carry prohibited goods in the vehicle
• Do not exceed the seating capacity of the vehicle
• Compensate for any wilful damage or soiling of the vehicle interior

05Driver responsibilities

• Arrive on time in a clean, road-worthy, permitted vehicle
• Hold a valid commercial licence and carry all statutory documents
• Drive within legal speed limits and observe mandated rest periods
• Behave courteously and maintain passenger confidentiality
• Follow the agreed route and record all stops accurately

06Waiting time

Free waiting is 15 minutes on normal pickups, with a longer configurable window for airport pickups. Additional waiting is charged at ₹120 per hour (₹2 per minute) and added to the final invoice.

07Toll, parking and permits

Toll charges, parking fees and interstate or state entry permits are charged at actuals and itemised. One-way toll estimates include the vehicle's return to base.

08Driver bata

Journeys that require the chauffeur to stay overnight or travel beyond a single working day are already priced inside the published trip fare. A night charge may apply where the trip runs between 22:00 and 06:00, and it is shown to you before you confirm.

09Multi-stop trips

Additional stops must be declared at booking so the route and fare reflect them. Stops added during the journey are billed on the extra distance and waiting time incurred.

10Outstation trips

Round-trip outstation journeys are billed on a minimum daily kilometre basis. A calendar day runs from midnight to midnight; a trip crossing midnight counts as an additional day.

11Airport transfers

Provide the flight number at booking so arrivals are tracked. Airport entry, parking and any aggregator surcharges are charged at actuals.

12Cancellation and refunds

Cancellation windows, charges and refund timelines are set out in the Cancellation & Refund Policy, which forms part of these terms.

13Liability

Our liability is limited to the value of the affected journey. We are not liable for indirect losses such as missed flights, missed connections or lost business arising from traffic, weather, road closures, breakdowns or events outside our reasonable control. Passengers travel with the vehicle's statutory insurance cover.

14Force majeure

We are not in breach of these terms where performance is prevented by floods, storms, strikes, civil unrest, government restrictions, road blockades, accidents or any other event beyond our control. Where possible an alternative vehicle or rescheduled slot is offered.

15Dispute resolution

Disputes are first raised with our support desk and escalated internally. Unresolved matters are referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at Dharmapuri, Tamil Nadu.

16Governing law

These terms are governed by the laws of India and subject to the exclusive jurisdiction of the courts at Dharmapuri, Tamil Nadu.

17How to reach us

Write to connect@polaamaa.in or call +91 93459 42527 / +91 97502 42527. Registered office: 2/639, Kakkanjipuram, Thokkampatti P.O., Dharmapuri, Tamil Nadu – 636705, India. Polaamaa LLP — LLPIN ACU-2634, GSTIN 33ABIFP7538B1ZB.

Reservations and support are staffed 24 Hours × 7 Days.