The terms every journey is made under.

In short: we confirm every booking in writing, our fares are fixed, we never surge, and if we keep you waiting more than ten minutes a share of the fare returns to you as wallet credit. The full terms are below.

Bookings

A booking becomes a contract when we confirm it in writing with your date, time, pickup, vehicle class and fare. Your sarathi’s name, his photograph and the vehicle number reach you before you travel — on the evening before, for a journey booked further ahead. All bookings are subject to availability — we accept a limited number of rides each day so every car is prepared properly.

Who provides your ride

Some rides are driven by Unlyra's own car and sarathi; others by vetted partner operators driving under the Unlyra standard. Whoever is at the wheel, the standard, the fare and this contract are identical, and Unlyra remains your only point of contact. Every partner vehicle is commercially registered, permitted and insured, with a licensed, badged, police-verified sarathi trained by us. We may change the vehicle or sarathi for operational reasons and will tell you beforehand where we can — if the class changes to a lower one, you pay the lower fare.

Fares

As published at unlyra.com or quoted in writing beforehand. No surge pricing, ever. The fare quoted is the fare you pay — all-inclusive. No fee or surcharge is added on top, and any applicable taxes are already inside the fare, shown on your receipt. Tolls, parking, permits and airport entry are payable at actuals and shown separately; nothing else is added. A 20% night rate applies between 11 PM and 6 AM. Payment is due on completion. We never store your card details.

Special requests and changes

A child seat, extra stops, bulky luggage or décor may affect the fare — any change is quoted in writing before you confirm. You may change pickup, destination, timing or stops at any time; where this materially alters distance or duration we recalculate at published rates and tell you the new figure first.

Route and the journey

Your sarathi chooses a safe, sensible route using live traffic; tell us if you prefer a particular one and we will follow it wherever lawful and safe. On hourly bookings the car and sarathi stay with you throughout, save for rest, refuelling or a comfort break we mention first. Please do not ask a sarathi to speed or break a traffic rule — one who declines is following our instructions, and we will always support that.

Children

Children are always welcome — please tell us their age when booking. Where a child restraint is required by law, request it in advance; if you bring your own, its suitability and correct fitting remain your responsibility. Children under 12 must be accompanied by a responsible adult.

Waiting, stops and breaks

Fifteen minutes complimentary on city rides; forty-five minutes after a domestic landing and sixty after an international one, with your flight tracked. Beyond that, the published extra-hour rate applies pro-rata.

A comfort break mid-ride — tea, a washroom, a moment — is complimentary once per journey: up to 5 minutes on a city ride, and up to 15 minutes on journeys over an hour and on hourly or outstation bookings. Any additional stop, and any time beyond the complimentary period, is charged by the minute at the published rate. Journeys involving errands, shopping or multiple waits should be booked as an hourly package, where stops are unlimited and the car remains with you throughout. Beyond that, and for any additional stop or extended wait, waiting is charged by the minute at the published rate for your vehicle — ₹12 a minute for the Signature car, ₹16 for Premium, ₹20 for Command — and your sarathi will always tell you before the clock starts. Where a sarathi has not told you, the charge is not applied. For journeys involving several stops or extended waiting, our hourly packages usually work out kinder and we will suggest one.

Ending a ride early

If you feel uncomfortable at any point, tell your sarathi and we will stop at the next safe place. You pay nothing for the journey so far and we will arrange another car. This protection exists for your comfort and safety; it is not intended as a way to shorten a fare, and where a pattern of claims suggests otherwise we may decline it and will explain why in writing.

Cancellation

Free more than twelve hours before pickup, as often as you need to. A booking that holds several cars, or one car across several days, is free to cancel up to seventy-two hours before each journey — we set that window down in writing when you book. Within twelve hours, half the fare; within three hours, or a no-show, the full fare — by then the car is bought and the morning is gone. A flight the airline moves is never a cancellation; we simply re-time around it at no cost. Where we can place a released car elsewhere, you are not charged at all, whatever the hour. If Unlyra cancels, you are never charged and any amount paid is returned within 7 working days.

Our punctuality promise

Version 2 · effective 18 September 2026. If your sarathi reaches the pickup point more than 10 minutes after the booked time, a fifth of the fare returns to you as Unlyra wallet credit. Beyond thirty minutes, half the fare. Up to ₹2,500 on a single journey, one gift per journey. The fare means the fare confirmed for that journey, before tolls, parking, waiting and any state or airport charge. This covers pickup punctuality only: we will never encourage a sarathi to hurry on a public road.

The clock. Time runs from the booked pickup time to the moment your sarathi reaches the pickup point, as recorded by the house. The time you take to reach the car is not lateness on our part — complimentary waiting covers that, separately.

Whose credit it is. The credit belongs to the guest who was kept waiting, held against the mobile number on that booking, whoever paid the fare. It is personal. It cannot be transferred, gifted, sold, pooled, or used by a colleague, a friend, a family member or any other person or company. Where the booking sits on a company account, the credit belongs to that company and is set against its next invoice.

How it is used. Credit is applied only to a journey booked in the same name and travelled by the same guest. No more than a quarter of any single fare may be settled with credit, so a gift is enjoyed across several journeys rather than spent in one. Only one credit, offer or gift may apply to a journey, and a journey settled in part with credit does not itself earn a punctuality credit.

What it is not. Credit is not money. It is never exchangeable for cash and is not refundable. If a journey settled with credit is cancelled, the credit returns to the wallet — never to a card.

Limits. Valid twelve months from the day it is issued. Up to ₹5,000 in punctuality credit to any one guest in any twelve months.

When it arises. Credit arises only on a journey that is travelled and paid for in full. A journey cancelled before it is travelled earns no credit, whatever the reason and whoever cancels; where a fare is refunded in whole, no credit arises on it.

Telling us. We write the credit to your name within seven days of the journey and message you the figure. If it has not, tell us within seven days after that and we will put it right. Beyond that the journey is closed.

If it is misused. Any credit obtained or used through inaccurate information, a duplicate profile or mobile number, a journey cancelled and rebooked in another name in order to move a credit between people, or a pattern of claims inconsistent with genuine use, is void, and we may recover its value against a future journey. We will tell you why, in writing.

The terms in force when your booking is confirmed apply to that booking.

The promise applies to delays within our control. It does not apply where the delay arises from: a booking confirmed less than three hours before the pickup time; any act of the guest; a road or route closed by flooding, weather, a protest, procession, accident, civic works, or a police or VIP restriction; a pickup point that cannot lawfully or safely be reached by vehicle; an address, contact number or timing that was inaccurate or changed after the sarathi set out; or your own delay in reaching the car. We record dispatch and arrival times for every ride and will always show them to you.

The promise is intended for genuine service failures. It may be claimed once per booking, and we may limit it to one claim per guest in any calendar month.

Claims must be raised within seven days of the ride, so that dispatch and route records can be checked while they are fresh. Claims are assessed against those records, which we will always show you. Where a claim is not supported by them, or where a pattern of claims is inconsistent with genuine use, we may decline it — and we will tell you why, in writing.

Any benefit obtained through inaccurate information, a duplicate account or mobile number, or a transaction that is incomplete, disputed, reversed or unauthorised is void, and we may recover its value against a future ride.

Wallet, gifts and promotions

Wallet credit is redeemable only against Unlyra services, is not exchangeable for cash, and is valid 12 months. The ₹200 welcome gift is credited after your first completed and paid ride, to a registered rider, once per person and per mobile number. Guest bookings qualify once a profile is created — which may be done after the ride. The complimentary celebration ride is one per registered rider each calendar year — Signature or Premium class, within Mumbai, up to two hours or 40 km, booked 48 hours ahead, subject to availability, and not on notified festival days. We may vary or withdraw promotions prospectively, and may reverse credits where a promotion has been abused.

Your sarathi

Every vehicle is commercially registered, permitted and insured, driven by a licensed, badged and police-verified sarathi. You may decline any sarathi before the ride at no cost, end any ride at any point without charge, or ask that a sarathi is never assigned to you again. Sarathis are never penalised financially for a guest's preference.

Conduct

No smoking, alcohol or unlawful items in the vehicle; seat belts for all; parcels never travel without a guest. Abuse, harassment or discrimination toward our team ends the ride without refund — one courteous warning, then the ride ends at the nearest safe, well-lit place. Where a guest soils or damages the interior, a charge applies at these published rates: ₹1,000 for light cleaning; ₹3,500 where staining or odour needs professional treatment; ₹5,000 where the cabin has been smoked in, because the car is out of service for a day and the smell outlasts a wash; and ₹7,500 where soiling takes the car off the road entirely, which is the cleaning together with the work that day loses. These are what it costs us to put a car right and the hours it cannot work while we do — they are a recovery of cost, not a penalty, and where the true cost is lower we charge the lower figure. Every one is shown to you with photographs, after the journey, and never raised at the kerb. Smoking in a commercial vehicle is in any case an offence under the Cigarettes and Other Tobacco Products Act, 2003.

Errands, and finding the door

At your request your sarathi will enter a shop you name and buy an item you name while you remain in the car. You pay the shop’s price at actuals against the receipt he hands you; Unlyra adds no fee and takes no margin. The first ten minutes are complimentary, after which waiting is charged at the rate published for your car and you are told before that clock starts. He will not purchase alcohol, tobacco, prescription-only medicine or anything unlawful, and will not carry a parcel without you in the car. The choice of shop and of item is yours; we make no representation as to the goods, and where an item proves unsuitable or faulty that is a matter between you and the shop.

Where you are not certain of the exact door, your sarathi will park, find it on foot and return for you, at no charge for the time that takes. He will not leave the car unattended with your belongings inside it unless you ask him to.

Pets

Four-legged guests are welcome by arrangement at the time of booking, travelling in a carrier or on seat protection we prepare. Service animals always travel free and without notice.

If you feel unwell

Say "please stop" — the car stops at the next safe place, water offered, no charge for the pause. With your consent we divert to the nearest suitable medical facility, never charged; an unresponsive guest is treated as an emergency (108) and the booking contact is informed.

Your belongings

Carried at the owner's risk — please check the car before you leave it. Found items are held securely for 30 days and returned free of charge anywhere in Mumbai; beyond the city we will send them wherever you are, at the courier’s cost only. WhatsApp us or write to [email protected].

Liability

Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be excluded under Indian law. Every car carries valid commercial insurance under the Motor Vehicles Act, 1988. Subject to that, we are not responsible for indirect losses such as a missed flight or meeting arising from delays outside our reasonable control, and our liability for any single ride is limited to the fare paid for it plus any compensation due under our punctuality promise.

Your responsibility

You will reimburse us for any loss, fine or third-party claim arising directly from your own or your passengers' unlawful conduct, wilful damage, or breach of our conduct terms. This never applies to anything caused by our own negligence.

Website and messages

We take reasonable care to keep unlyra.com and our booking channels working, but cannot guarantee uninterrupted access or the timely delivery of messages by third-party networks such as WhatsApp, SMS or email. Your written confirmation is the authoritative record of your ride — if you have not received one, please assume the booking is not confirmed and contact us.

Beyond our control

We are not liable for delay or failure caused by flooding, extreme weather or monsoon disruption, road or bridge closure, accidents, protests, strikes or bandhs, civil unrest, fire, epidemic, government or police order, curfew, terrorism, or failure of telecom or payment networks. Where such an event prevents a ride, we offer you the earliest alternative or a full refund — your choice.

Your data

We collect only what a ride requires and never sell or share it with advertisers. By booking you consent to service messages about your ride by WhatsApp, SMS, call or email; marketing is separate and you may withdraw consent any time. Under the DPDP Act 2023 you may request access, correction or erasure by writing to [email protected], and we will act within 30 days.

If something goes wrong

Tell us — we would far rather fix it. We acknowledge every complaint within 48 hours and aim to resolve it within 30 days. Nothing here prevents you from approaching a Consumer Disputes Redressal Commission or any other authority available to you.

Our rights

We may, at our discretion and acting reasonably:

• Decline or cancel a booking where we cannot serve it to our standard, where the pickup point cannot lawfully or safely be reached, where details given are inaccurate, or where a guest has previously behaved abusively toward our team. If we cancel, you are never charged.

• Assign or substitute the vehicle or sarathi for operational reasons. If the class changes to a lower one, you pay the lower fare.

• Revise our fares, packages and service areas from time to time. Revised fares apply only to bookings made after they are published — never to a booking already confirmed.

• Introduce, alter, suspend or withdraw any offer, promotion, credit, membership or gift scheme at any time and without prior notice, by publishing the change at unlyra.com. Any credit already issued to you will always be honoured for its stated validity.

• Withhold, reverse or decline a benefit — including wallet credit, the welcome gift, the celebration ride or the punctuality promise — where we reasonably believe it has been obtained through inaccurate information, duplicate accounts, or a pattern of claims inconsistent with genuine use. We will explain our reasons in writing.

• Refuse to combine offers. Only one promotion, credit or discount may apply to a single ride unless we state otherwise in writing.

• Record dispatch, route and arrival times for every ride, and rely on those records when assessing any claim. We will always show them to you.

• Suspend service to a guest who is abusive, unsafe, or repeatedly claims benefits in bad faith, after telling them why.

All trademarks, logos, photographs, films, text and designs on this site belong to Unlyra and may not be reproduced without our written permission.

Nothing in this section limits your rights under the Consumer Protection Act, 2019 or any other law, and none of these rights will be exercised arbitrarily or without explanation.

Changes, law and jurisdiction

We may update these terms; changes apply only to bookings made afterwards, never retrospectively. These terms are governed by the laws of India, and subject to your consumer rights, the courts at Mumbai have jurisdiction.

Unlyra™ · Mumbai · [email protected] · +91 81202 86868