Terms & Conditions

Palanquin provides the following services:

• Chauffeur-driven car rental in Guwahati and Northeast India
• Airport transfers at Lokpriya Gopinath Bordoloi International Airport, Guwahati
• Outstation cab services across Northeast India
• Holiday and travel packages
• Employee Transportation Services (ETS) for corporate clients
• MICE (Meetings, Incentives, Conferences, Exhibitions) transport
• Monthly car hire and retainer services

All our vehicles are chauffeur-driven. We do not offer self-drive rental services.

All fares are agreed at the time of booking. Our quoted fares include:

• Driver charges
• Fuel costs for the agreed route
• Basic toll charges (expressway tolls may be additional and will be communicated in advance)

The following are not included in the base fare unless explicitly agreed:

• Parking charges (billed at actuals)
• Night surcharge for trips between 11 PM and 5 AM
• Additional stops beyond the agreed itinerary
• Entry fees, permit fees (e.g. ILP for Arunachal Pradesh)
• Driver accommodation charges for multi-night outstation trips

Transparent pricing is central to our service.

Guests are responsible for:

• Being ready at the agreed pick-up location at the agreed time
• Informing us in advance of any changes to pick-up time, location or destination
• Carrying valid identification documents required for interstate travel (e.g. ILP for Arunachal Pradesh)
• The conduct of all passengers travelling in the vehicle, guests are responsible for any damage caused to the vehicle by their group
• Not consuming alcohol or smoking in the vehicle

We track flights in real time for airport transfers and accommodate delays at no extra charge. For non-airport pick-ups, a standard grace period of 15 minutes is included. Waiting time beyond 15 minutes may be charged at the prevailing rate communicated at the time of booking.

These Terms and Conditions are governed by the laws of India. Any dispute arising from these terms shall be subject to the exclusive jurisdiction of the courts in Guwahati, Assam.

The following terms apply specifically to all self-drive car rentals booked with Palanquin in addition to the General Terms above.

Age Requirement

The renter must be above the age of 24 years . Certain vehicles (including larger SUVs and AWD models) require a minimum age of 25 years . Age will be verified against the documents provided at delivery.

Documents Required

• A valid driving licence issued by a competent authority under the Motor Vehicles Act
• Original driving licence to be presented at the time of vehicle delivery, along with one of: Voter ID, Aadhaar Card, or Passport
• Inability to verify identity or licence validity may render the booking void without refund of the advance

Security Deposit

A refundable security deposit is collected at the start of the trip:

The deposit is refunded after the vehicle is returned in good condition, subject to any deductions for damage, excess fuel shortfall, or penalties.

Payment Terms

The full rental amount plus the security deposit must be paid at the start of the trip. No vehicle will be handed over until full payment is received.

FASTag

All self-drive vehicles are equipped with FASTag. The renter is responsible for maintaining sufficient FASTag balance during the rental period. Recharge is available via PhonePe, GPay, or Paytm (no OTP required). Any unused FASTag balance at the end of the rental is non-refundable.

Fuel Policy

Fuel costs are entirely at the renter's expense. The vehicle is handed over with a specific fuel level and must be returned at the same level. If the vehicle is returned with less fuel, the shortfall cost will be deducted from the security deposit at current market rates.

Kilometre Limit

The standard allowance is 250 km per day on average. For a 4-day rental, the total allowed is 1,000 km. Kilometres beyond the allowed limit are charged as follows:

Accident Protection & Liability

Standard Liability (no protection plan):

Full damage cost (irrespective of insurance cover) applies if any of the following occur:

• Driving under the influence of alcohol or drugs
• Reckless, rash, or negligent driving causing major damage
• Off-road driving, racing, or use of the vehicle for purposes other than those agreed
• Continuing to drive despite a known major mechanical issue
• Providing incorrect or fraudulent driving licence information
• Any violation of the Motor Vehicles Act

Optional Accident Protection Plan: Available at an additional premium shown at the time of booking.

Drop and Pickup Points

The vehicle must be returned to the agreed pickup point unless a different return location has been specifically arranged and confirmed in writing prior to the start of the rental.

Rental Period

Rental is calculated on a strict 24-hour basis (time-to-time). For example, if the vehicle is collected at 10:00 AM, it must be returned by 10:00 AM the following day for a 1-day rental. The rental period does not follow calendar days.

Extra Hours

Extra hours beyond the agreed rental period are charged at the rate of (Daily Rental ÷ 12) per hour . If the extra time exceeds 6 hours, a full additional day's rental charge applies instead of the hourly rate.

Extensions

To extend a rental, contact Palanquin team in advance. Extensions are subject to vehicle availability and cannot be guaranteed. Rental charges will apply for the extended period.

Replacement Vehicle

In the event of a mechanical failure not caused by the renter, a replacement vehicle will be provided subject to availability. We will make all reasonable efforts to minimise disruption to your trip.

Vehicle Cleanliness

Vehicles are delivered cleaned. The renter must not:

• Leave tobacco products or ash inside the vehicle
• Smoke inside the vehicle (including e-cigarettes)
• Cause burns or interior damage
• Leave food leftovers, packaging, bottles or waste inside the vehicle

Damage to interior components will be charged at actuals.

Cancellation & Refund (Self-Drive)

This advance is fully refunded if the booking is cancelled 96 or more hours before the scheduled trip start time . If cancelled within 96 hours of the trip start, the advance is non-refundable. Please refer to our Cancellation Policy for full details.

Airport & Doorstep Delivery

• Doorstep delivery : charged based on distance, confirmed at the time of booking

Penalties & Additional Charges