Clear answers when a plan changes.

For an active cancellation before the cutoff, the charge is calculated on the base rental only. If more than one rule applies, PuneCars uses the highest applicable charge. Your booking confirmation remains the final record for the dates, amounts and payment status.

• Active cancellation requests are accepted only before the 2-hour pickup cutoff. At exactly 2 hours or less, a customer cannot raise a cancellation request.
• Within 24 hours of booking: a cancellation charge of 10% of the base rental applies. At exactly 24 hours, this earlier tier still applies.
• More than 24 hours after booking: the cancellation charge is 40% of the base rental or ₹4,000, whichever is lower.
• Between 2 and 24 hours before the scheduled pickup: the cancellation charge is 60% of the base rental.
• If the booking-age and pickup-time windows overlap, the highest applicable cancellation charge is used.
• A no-show, including a doorstep handover where staff wait one hour and return to the hub, is charged at 100% of the base rental, add-ons and any applicable delivery fee. Only the refundable security deposit is returned. Self-pickup is allowed until the earlier of 10 hours after scheduled pickup or the booked return time. A late pickup does not move or extend the booked return time.
• Before the cutoff, eligible add-ons and delivery or collection amounts are returned as shown in the booking summary. After the cutoff or for a no-show, those amounts are non-refundable.
• One booking-date change is allowed before 24 hours of the current pickup time, subject to availability. The fixed change charge is 20% of the base rental or ₹1,000, whichever is lower; it may be paid upfront or deducted from the security deposit.

Before the 2-hour cutoff, the cancellation charge is calculated on the base rental and eligible add-ons and delivery or collection amounts are shown separately in the booking summary. After the cutoff or for a no-show, the base rental, add-ons and applicable delivery fee are non-refundable; the security deposit remains refundable.

• The refundable amount is calculated using the cancellation time, the confirmed booking and payments actually received.
• A security deposit is kept separate from the rental price and is released after the return inspection and reconciliation are complete.
• Fuel, excess kilometres, late return, damage, missing items, cleaning, traffic fines or other charges may be deducted when they are supported by the booking record.
• If PuneCars cancels because the vehicle is unavailable, unsafe or cannot be handed over for an operational reason, we will explain the available reschedule or refund option for amounts not earned.

1. Email info@punecars.in with the booking reference and the phone number used for the booking.
2. Tell us whether you want to cancel or request a change. Cancellation requests cannot be raised within 2 hours of pickup. We will confirm the applicable charge before processing it where reasonably possible.
3. Keep the cancellation confirmation and refund breakdown for your records.
4. Do not rely on an unanswered call or an unconfirmed message as a cancellation confirmation. The support confirmation is the record to keep.

Approved refunds are initiated after the cancellation outcome is confirmed and any required booking or vehicle reconciliation is complete. The payment gateway and your bank control the final time for the amount to appear in the original payment method.

We will share the refund amount and processing status through the booking or support conversation. If a payment remains pending, is reversed or appears duplicated, send the payment reference so we can reconcile it with the gateway.

If you believe the wrong cancellation rule was applied, send the booking reference, cancellation time and the outcome you received. We will review the booking record and explain the calculation clearly.

• Email support first with your booking reference; the Support & complaints page also explains the secondary WhatsApp option.
• Do not send card numbers, UPI PINs, passwords or identity documents in an open message.
• For a safety issue during an active rental, contact emergency services first when needed, then contact PuneCars as soon as it is safe.