Terms of Service
Terms and Conditions for Pitambar Travels Private Limited Services in India
1. General Provisions
Pitambar Travels Private Limited, a company registered under the Companies Act, 2013, with its registered office at P-497/B, Hemanta Mukhopadhyay Sarani, Kolkata, West Bengal , India (hereinafter referred to as "Pitambar Travels"), enables users to book transportation services through its online platform and mobile applications ("Ello Cab Tools"). Pitambar Travels arranges transportation services provided by independent third-party Transportation Service Providers ("TSPs") but does not provide the transportation services itself.
These Terms and Conditions ("T&Cs") govern the arrangement of transportation services between Pitambar Travels and the user. They outline the user's rights to claim transportation services directly from the TSP. Any conflicting terms proposed by the user are not applicable unless expressly agreed to in writing by Pitambar Travels’ management.
Pitambar Travels ensures that all TSPs comply with applicable transport laws and safety standards, including valid permits, driver verification, and vehicle fitness certification.
2. Contractual Relationship and Conclusion
2.1 Contractual Relationship
Pitambar Travels does not provide transportation services or act through agents for such services. Instead, it facilitates a direct claim for transportation services between the user and an independent TSP. Pitambar Travels enters into agreements with TSPs on its own behalf, enabling the user to request transportation services directly from the TSP under a contract for the benefit of the user ("Transportation Contract").
The agreement between Pitambar Travels and the user is limited to arranging the Transportation Contract, not the provision of transportation services. Pitambar Travels’ fees include charges for arranging the service and the TSP’s transportation charges.
2.2 Conclusion of Contract
A user submits an offer to enter a service arrangement by completing a booking form via Ello Cab Tools or by telephone ("Ride Request"). Pitambar Travels confirms receipt of the Ride Request via email, which does not constitute acceptance.
The contract is finalized when Pitambar Travels sends a separate "Booking Confirmation" email, entitling the user to request transportation services and assert related claims directly against the TSP.
3. User Registration
Users must provide accurate and complete information during registration through Ello Cab Tools. Automated registrations are prohibited. Users are responsible for ensuring the accuracy of information provided on their behalf.
4. Transportation Contract Details
The user’s rights against the TSP are limited to the services specified in the Booking Confirmation. The following terms apply:
4.1 Ride Types and Modifications
Users may select from available ride types, including airport transfers, city-to-city rides (over 200 km), on-demand rides, and hourly bookings, subject to local availability.
Modifications to the ride after booking or during the ride may incur additional costs as per Section 5. The TSP will accommodate reasonable requests where feasible.
4.1.1 Transfers and City-to-City Rides
Prices are based on the start and destination addresses. Additional stops may incur extra charges as per the applicable tariff.
4.1.2 Hourly Bookings
Hourly bookings begin at the agreed pickup time and end within the city limits of the pickup location. Exceeding the booked duration or distance, or ending outside the city, may result in additional charges.
4.2 Pickup Time
The pickup time is as specified in the Booking Confirmation. For airport or railway station pickups, Pitambar Travels tracks flight or train arrivals (if accurate details are provided) and adjusts the pickup time in case of delays.
4.3 Vehicle Class and Upgrades
Users may choose from vehicle classes such as Economy, Business, or Premium, subject to regional availability. Vehicle models shown in Ello Cab Tools are illustrative, and no specific model is guaranteed. Pitambar Travels may upgrade the vehicle class at no extra cost, subject to availability.
4.4 Transport Safety
4.4.1 Luggage and Animals
The Booking Confirmation includes the specified luggage allowance. Excess or bulky luggage (e.g., wheelchairs) or animals must be declared during booking. TSPs may refuse undeclared items unless required by Indian law. Additional charges may apply for undeclared items.
4.4.2 Children and Minors
Users must specify child restraint requirements, including the number and age of children. TSPs may refuse to transport unaccompanied minors as per Indian regulations.
4.4.3 Passenger and Luggage Limits
The maximum number of passengers and luggage is specified in the Booking Confirmation. TSPs may refuse transport if safety or space constraints are not met.
4.4.4 Impediments to Transport
TSPs may refuse transport if the user fails to provide accurate information required under this section, but Pitambar Travels retains the right to claim compensation for the arranged service.
4.5 Delays
Delays due to unforeseen events (e.g., traffic, weather, or strikes) may result in extended waiting times or cancellations, which the user must accept. Pitambar Travels is not liable for such delays.
4.6 Cancellations, Rebookings, and No-Shows
4.6.1 Cancellations
Cancellations are free if made more than one hour before the pickup time. Cancellations within one hour incur the full fee. Cancellations must be made via Ello Cab Tools.
4.6.2 Rebookings
Rebookings are treated as new bookings, with cancellation rules applying to the original booking.
4.6.3 No-Shows
A ride is considered a no-show if the user does not appear within 30 minutes of the pickup time (60 minutes for airport/railway pickups). No-show rides incur full charges, excluding waiting time surcharges if the TSP agrees to a later pickup.
4.7 Conduct in Vehicles
Users must comply with Indian road traffic regulations, including seatbelt usage, and follow the TSP’s instructions. Smoking, throwing objects, or consuming food/alcohol without prior consent is prohibited. Cleaning costs for violations are borne by the user.
5. Payment and Charges
5.1 General
The Booking Confirmation specifies the total fee in Indian Rupees (INR), based on vehicle class, route, pickup time, and special requests (e.g., child seats, additional stops).
5.1 General
The Booking Confirmation specifies the total fee in Indian Rupees (INR), based on vehicle class, route, pickup time, and special requests (e.g., child seats, additional stops).
5.2 Ride Changes
Post-booking changes (e.g., additional distance or hours) are charged per the applicable tariff. For hourly bookings, additional time is rounded up to the nearest half-hour. Reduced distance or hours does not reduce the agreed fee.
5.3 Additional Charges
5.3.1 Waiting Times
No surcharges apply for waiting up to 60 minutes at airports/railway stations or 15 minutes elsewhere. Additional waiting time is charged per the hourly rate for the city and vehicle class.
5.3.2 Extra Kilometers
For hourly bookings, additional kilometers beyond the included limit are charged per the applicable tariff.
5.4 Payment Methods
Payments can be made via credit/debit cards, UPI, or bank transfer. Pitambar Travels bears credit card fees, but users bear bank transfer transaction fees. Users authorize Pitambar Travels to store and charge payment methods, with the default method used unless updated. If the default method fails, other saved methods may be charged.
5.5 Invoicing and Due Date
Invoices are available electronically in the user’s Ello Cab account. Credit card payments are due immediately; bank transfer payments follow the invoice’s terms.
5.6 Vouchers
Vouchers are single-use, non-combinable, and non-redeemable for cash.
6. Liability
6.1 General
Pitambar Travels is liable for damages caused by intent or gross negligence. For simple negligence, liability is limited to breaches of essential contractual obligations and foreseeable damages, as per the Consumer Protection Act, 2019. TSPs are not agents of Pitambar Travels for transportation services.
6.2 Ello Cab Tools
Pitambar Travels is not liable for errors, interruptions, or damages from free content in Ello Cab Tools, except for intentional or grossly negligent acts.
6.3 Third-Party Websites
Pitambar Travels is not responsible for the content or functionality of linked third-party websites.
6.4 Service Disruptions
Pitambar Travels is not liable for disruptions due to force majeure or events beyond its control, such as network failures.
6.5 User Indemnity
Users indemnify Pitambar Travels against claims arising from misuse of Ello Cab Tools or breaches of these T&Cs.
6.6 Lost Items
Pitambar Travels and TSPs are not liable for items left in vehicles.
7. Amendments to Services
Pitambar Travels may modify or discontinue Ello Cab Tools to improve services, with reasonable notice to users where feasible.
7.1 Customer Support
Users may contact Pitambar Travels customer support for assistance regarding bookings, payments, or complaints. Support is available from 10:00 AM to 5:00 PM IST, Monday through Saturday, via email at [email protected].
8. Intellectual Property
Content in Ello Cab Tools is protected by Indian copyright law. Users are granted a revocable license to use Ello Cab Tools as intended, and unauthorized use is prohibited.
9. Final Provisions
9.1 Entire Agreement
These T&Cs constitute the entire agreement between Pitambar Travels and the user. Amendments must be in writing.
9.2 Set-Off and Assignment
Users may not set off claims unless undisputed or legally established. Assignment of claims requires Pitambar Travels’ written consent.
9.3 Governing Law and Dispute Resolution
These T&Cs are governed by Indian law. Disputes shall be resolved through arbitration in Kolkata under the Arbitration and Conciliation Act, 1996, with one arbitrator appointed by Pitambar Travels. The place of fulfillment is Kolkata.
9.4 Consumer Disputes
Users may file complaints under the Consumer Protection Act, 2019, with the appropriate consumer forum in India.
9.5 Severability
If any provision is invalid, the remaining provisions remain effective. Invalid provisions will be replaced to reflect the original intent.
10. Data Privacy
Pitambar Travels is committed to protecting user privacy and personal data in accordance with the Information Technology Act, 2000 and any applicable rules thereunder, including the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011. Personal data collected during registration, booking, and service usage is stored securely and used solely for service delivery, communication, and legal compliance. Data is not shared with third parties without explicit consent, except with TSPs for operational purposes. Users may request access to, correction of, or deletion of their personal data by contacting our support team. Pitambar Travels employs technical and organizational measures to safeguard user information from unauthorized access, disclosure, or misuse.
Contact
For any questions or concerns about this Privacy Policy, please contact:
ello cab
P-497B, Hemanta Mukhopadhyay Sarani, Kolkata 700029
Phone: +91 8981 447 225
