POLICIES

For each booking made through the Goorito Platform, the Guest shall have to pay Booking Fee in advance which shall include:

Booking Fee is calculated on the basis of the start and the end time of the trip. The Booking Fee per hour is dynamically driven and it changes based on the demand, lead time to booking start, location of the booking, vehicle chosen and the duration of the booking.

Goorito Subscription Booking Fee: For bookings made under Goorito Subscription Model, for duration of at least 7 days and up to more than 30 days, the Booking Fee is calculated cumulatively across the entire duration of the booking, unlike the hourly fee mentioned above.

Under the Goorito Subscription Model, Guest may choose an option among the following:

1. Limited Kilometers: Guests choosing this option will be subject to a daily distance limit of 144 kilometers per day calculated cumulatively across the entire duration of the booking. Any excess kilometers driven will be chargeable on a per-kilometer basis and added as outstanding at the end of the trip.
2. Unlimited Kilometers: Guests choosing this option will not be subject to any limitation as to the kilometers that are driven on a daily basis. However, the per day cost for such unlimited kilometers may be higher considering the excessive usage of the vehicle and associated wear and tear.
3. Excess KM Fee: For Guests choosing limited kilometers in the Goorito Subscription Model, an additional fee will be calculated on a per-kilometer basis for the number of kilometers that the Guest exceeds from the daily limit.

1. This fee will be subject to variation depending on multiple factors including, but not limited to, the vehicle type, fuel type, location, and booking duration.
2. These excess kilometers are verified through images of the odometer reading uploaded by the Host and the Guest at the start and end of the trip.
3. The Guest must ensure that the odometer reading is thoroughly and accurately filled in to avoid excess charges.
4. In case of any dispute regarding excess kilometers driven, Goorito shall rely solely on the odometer readings submitted and verified through the trip records.
5. Upon verification of the excess kilometers, the charges may be set off against the Security Deposit and any remaining Security Deposit will be refunded back to the Guest.
6. If the Security Deposit is not sufficient to set off the Excess KM Fee, the same will be added as an outstanding amount to the Guest's profile.

For each booking made, Guests are required to select a Trip Protection Plan (TPP) during checkout. The TPP determines the Guest's maximum liability in the event of vehicle damage during the trip. The Guest may avail such TPP by paying the Trip Protection Fee (TPF) over and above the Booking Fee.

• Basic Plan: Higher liability coverage at a lower upfront cost.
• Max Plan: Moderate coverage with balanced cost-benefit.
• Plus Plan: Lowest liability in case of damage, offering maximum protection.

Please note the following:

• The TPP is applicable only to accidental or unintentional damages.
• It does not cover damage arising from prohibited activities, reckless use, illegal driving behaviour, or intentional misuse.
• Any damage beyond the selected TPP coverage amount will need to be settled additionally, either via deduction from the Security Deposit or as an outstanding payment.
• Refund of the TPP fee is subject to certain conditions defined under the Cancellation by Guest section.
• The specific fee and damage coverage amount under each plan may vary based on the Booking Fee, duration of usage, distance covered, vehicle selected, and the city in which the booking originates.
• All deductions, if any, will be supported by photographic or diagnostic evidence as part of the post-trip audit process.

Guests may be required to pay a refundable Security Deposit of ₹3,000 for bookings made in select cities, including Delhi and Jaipur, and for the Goorito Subscription Model. This amount is collected in a single transaction using the Guest's selected payment method at the time of booking and is reflected in the final amount payable at checkout. The deposit amount is temporarily retained until completion of the trip and successful closure of associated checks.

Please Note: The Security Deposit is separate from the Trip Protection Plan (TPP) and Booking Fee. Any charges related to fuel or FASTag must be settled directly between the Host and the Guest. The Security Deposit is an independent amount collected to manage post-trip charges.

Refund

The Security Deposit is refunded to the Guest after 48 hours of trip closure, subject to an internal verification process and Host feedback indicating that:

• No damage, violation, or late return is reported within 48 hours of booking closure.
• The Guest has complied with all terms outlined in the Goorito Guest Agreement and trip-specific requirements.
• The vehicle is returned in acceptable condition with no pending challans, operational issues, or misuse.
• The kilometer limit has not been exceeded where the Guest opted for a Limited Kilometer Goorito Subscription booking.

The refund is processed to the original payment method as one consolidated refund per booking unless technical issues require alternative arrangements. Interim, partial, or split refunds are not issued, and no interest accrues on the deposit.

Deductions

The Security Deposit shall be subject to deductions, either partially or in full, under the following circumstances:

• Vehicle Damage: If damages are reported and verified within 48 hours of trip completion, deductions will be applied as per the Trip Protection Plan chosen by the Guest. If the damage cost exceeds the TPP coverage, the excess amount will also be adjusted from the Security Deposit.
• Late Returns: If the vehicle is returned beyond the scheduled drop time and the delay is attributable to the Guest, standard late-return penalties will apply.
• Traffic Violations: If a challan is tagged within 48 hours and is clearly a result of the Guest's driving behaviour, the deposit will be adjusted accordingly.
• Excess KM Fee: Deducted according to extra kilometers mapped from the odometer readings. Applicable only for Guests who opted for a Limited Kilometer Goorito Subscription booking.

Exclusions

The Security Deposit shall not be subject to deductions under the following circumstances:

• Host-Related Delays: If the trip closure is delayed due to reasons beyond the Guest's control, such as checklist issues, the Host being unavailable or unresponsive, system-triggered delays, or unresolved issues hampering trip completion, no deductions will apply.
• Vehicle Compliance Issues: If fines, penalties, or operational problems occur due to issues with the Host's vehicle, the deposit will remain unaffected.

• Expired insurance, PUC, or registration documents.
• Missing, faulty, or tampered number plates.
• Malfunctioning headlights, taillights, or indicators.
• Illegal modifications, such as tinted windows or unauthorized accessories.
• Commercial use or invalid permit-related issues associated with the vehicle.
• Any other violations or liabilities arising from the Host's non-compliance with traffic or regulatory requirements.

These deductions and exclusions will be based on Goorito's examination of photos, documentation, and statements from both Hosts and Guests. All deductions are communicated through email or app notifications, along with reference IDs or images where applicable.

Post-Refund Violations: If a legitimate violation or damage surfaces after the refund, such as delayed challans or a delayed Host report, the corresponding amount will be marked as an outstanding charge on the Guest's account. The Guest must clear this outstanding amount before making future bookings.

Goorito reserves the right to pursue collection as per applicable laws and deny service access until resolution.

Dispute and Grievance Redressal: Guests may raise disputes regarding deductions within 7 calendar days of refund issuance. Guests may use the Help and Support section on the Goorito app.

All refunds will be initiated to the original payment account or payment method. The refund process will begin immediately upon receiving the cancellation request. However, it may take 5 to 15 days for the refund to reflect in the Guest's account.

Any payments owed by Guests under this Fee Policy or other applicable policies may be deducted from the Security Deposit, if applicable. Any remaining balance must be paid electronically by the Guest within 24 hours of the booking end time.

Guests may incur a processing fee for declined credit or debit card payments. In the event of a payment default, Goorito may charge reminder fees and default interest in accordance with legal provisions.

Goorito may prohibit subsequent bookings on the platform until all outstanding fees in the Guest's account have been fully paid. Guests can check their booking history in the app for a detailed breakdown of charges.

Guests should not make direct payments to the Host or any Goorito executive, except for settlements related to fuel or FASTag.

Booking Fee, Trip Protection, and Delivery Fee: The refund applicable for Guest-initiated cancellations will be as follows:

• Cancellation made 15 days or more before the Original Start Time: 100% refund of Booking Fee, TPP Fee, and Delivery Fee.
• Cancellation made within 15 days and up to 6 hours before the Original Start Time: 50% refund of Booking Fee or INR 4,000, whichever is lower, plus 50% of the TPP Fee and 50% of the Delivery Fee.
• Cancellation made within 6 hours before the Original Start Time: No refund of Booking Fee, TPP Fee, or Delivery Fee.

For calculating cancellation fees, Original Start Time means the booking's first confirmed start date and time at the moment of initial booking confirmation. If the Guest modifies the booking, cancellation fees will still be calculated with reference to the Original Start Time.

Any modifications made after the initial confirmation do not reset or extend the 15-day or 6-hour cancellation windows.

Please Note:

• Platform Fee is non-refundable in all the above-mentioned events.
• In the event of cancellation by the Host, the Guest will be entitled to a refund of 100% of the Booking Fee and home delivery charges.
• Goorito reserves the right to withhold any refund if it identifies fraudulent activity, misuse of cancellation policies, or credit card fraud associated with the booking.

Guests may extend the booking period at any time before the scheduled end of the booking. Extension charges include:

• The Booking Fee for the extended duration.
• The applicable Trip Protection Fee calculated on a pro-rata basis.

For Home Delivery bookings, Guests wanting to extend the booking must inform Goorito within 2 hours of the booking's end time to avail Home Delivery after the delay. No refunds will be provided for the Home Delivery Fee.

If the vehicle is dropped off at the designated location with:

• Less fuel than indicated by the fuel gauge at the booking start time, the Guest shall pay the Host refueling charges based on the actual price per litre.
• More fuel than indicated by the fuel gauge at the booking start time, the Guest may request a refund from the Host based on the actual price per litre.

Refueling charges or refund = Actual cost of fuel per litre multiplied by the difference in fuel level in litres.

Note: Fuel-related disputes must be resolved independently between the Host and the Guest. Goorito shall not be involved in resolving fuel-related disputes.

The cause of a breakdown will be determined based on the diagnosis report from the repair workshop.

As per the Car Sharing Agreement, the Guest shall bear full responsibility and be charged for any breakdown resulting from negligence, breach of the agreement, or prohibited uses.

Except for the instances mentioned above, other breakdowns will be covered by the Trip Protection Plan, and the Guest's liability will be determined according to the coverage and maximum liability limits.

Goorito is not liable for any costs incurred by the Guest due to vehicle breakdowns.

INR 2,500, over and above any government fines that may have been levied.

Guests will be blacklisted from Goorito after two speeding incidents during bookings.

Guests are responsible for unintentional or accidental damage, as outlined in the Collision and Other Incidents terms, up to the maximum liability covered by the Trip Protection Plan selected by the Guest.

Please Note: For bookings in Goa, Guests are liable to pay for damages only up to the limit defined by their selected Trip Protection Plan, which may vary depending on the vehicle booked.

All payments must be made digitally and verified through Goorito. Direct settlements with Hosts or cash payments are strictly prohibited.

If the Host demands an amount beyond the TPP limit or requests offline payment, the Guest must report the incident to Goorito within 12 hours.

Guests will be liable for the full cost of repairing intentional damage to the vehicle caused during the booking period. This includes:

• The Guest is found to be under the influence of alcohol.
• The vehicle workshop or insurance company attributes the damage to the Guest or user.
• A non-Goorito Guest is driving the vehicle during an accident.

Guests are also responsible for compensating Goorito for additional damages, including loss of expected revenue due to vehicle damage.

Please Note: For bookings in Goa, Guests are liable to pay for damages only up to the limit defined by their selected Trip Protection Plan.

All payments must be made digitally and verified through Goorito. Direct settlements with Hosts or cash payments are strictly prohibited.

If the Host demands any amount beyond the TPP limit or requests offline payment, the Guest must report the incident to Goorito within 12 hours.

If a Guest is involved in an unintentional or non-consequential incident or accident, including collisions or misuse of the vehicle, the Guest will be liable for damages up to the maximum limits agreed upon when selecting the TPP at the time of booking.

The Guest is responsible for all costs related to towing, impounding, and damage repair resulting from incidents caused by prohibited or negligent use of the vehicle, in violation of the Car Sharing Agreement, Goorito Policies, or applicable traffic laws.

Please Note: For bookings in Goa, Guests are liable to pay for damages only up to the limit defined by their selected Trip Protection Plan.

All payments must be made digitally and verified through Goorito. Direct settlements with Hosts or cash payments are strictly prohibited.

If the Host demands an amount beyond the TPP limit or requests offline payment, the Guest must report the incident to Goorito within 12 hours.

If the Guest returns the car in a dirty condition, the following cleaning fees will apply:

• Removable dirt, such as foot mats: INR 500.
• Interior washing or dry cleaning, such as seat covers, door panels, or pet hair: INR 1,500.

Home delivery, collection, or airport delivery services are available upon payment of a Delivery Fee, subject to Host availability and ongoing offers.

• If the Host refuses both doorstep delivery and collection, the Delivery Fee collected at the time of booking will be fully refunded to the Guest.
• If the Host refuses either doorstep delivery or collection, the Guest will receive a 50% refund of the Delivery Fee.

The vehicle will be delivered by the Host to the specified location selected during booking within 0 to 5 minutes before the booking start time. Pickup will occur within 30 minutes from the booking end time. Guests may end the trip before the booking end time, but no refund will be provided for the Delivery Fee in cases of early completion.

1. Guests are charged a nominal fee for using the Goorito Platform. This fee is in addition to the Trip Protection Fee payable at the time of booking.
2. The Convenience Fee is not refundable in case of cancellation of a trip.