Frequently Asked Questions

Are there any cancellation charges?

WE ARE RUNNING AN OFFER TILL MARCH 31, 2021, IN WHICH ALL CANCELLATION CHARGES ARE WAIVED OFF FOR CANCELLATIONS UP TO TRIP START TIME. POST THAT WE STILL GIVE 100% REFUND IN FORM OF CASH + CREDITS.

We understand that plans do change. There are no charges for cancelling a trip upto 72 hours in advance.

You may cancel your reservation by logging onto the NeoCars App and and cancelling your reservation directly from the ’Trips’ section of the app.


All bookings cancelled less than 72 hours before a pickup shall be subject to a cancellation charge.

Can I request my taxi to be waiting at a place (e.g airport or street intersection)?

Yes, we encourage the pick up locations to be city landmarks such as airport, stations, etc. Other than these, we require the the pickup address be a business address or a well known address in the city(residential). For the security of the driver, we do not accept 'street intersections' as pickup addresses.

Do you provide A/C (Air conditioned) cars? 

Yes we provide only A/C cars. This detail is mentioned in the vehicle details section for you to see before you make the booking. 

Can I extend the booking beyond the time I had initially booked for?

Yes, you have to make the overtime booking request from within the NeoCars app or to the driver. The extension is not guaranteed and is subject to availability. You shall be notified of the same via SMS, email and in-app Notifications.

Can I take more passengers with me for my trip? 

Sure. NeoCars allows you to take along more passengers as long as they do not exceed the total passenger limit of the vehicle. We suggest you to enter the additional passenger(s) details at the time of booking the vehicle to ensure best services. 

Do we need to pay the drivers anything?

Not usually. However, for extra hours / kilometres, if you wish, you may pay the extra charges incurred in cash to the drivers at the end of the trip.

Do you provide multiple pickups or drops?

Sure, you book NeoCars for a certain period of time. Within this allotted time, you can take the vehicle to multiple points. However, please note that all vehicles follow a strict passenger and luggage allocation and the vehicles cannot accommodate more passengers and/or luggage that has been listed in the vehicle details.

Do you provide self drive cars?

Sorry, we do not provide self-drive cars. NeoCars is India's leader in driver-driven private-taxi rentals.

Our driver drives up to your doorstep with the vehicle and drives you around during your entire journey.

How and when do I get the driver and cab details?
 

The cab details are available to you before you make the booking and does not change afterwards. 

We normally send you driver information at least 1 hour before a pickup.

This information is sent to you via email, SMS and in-app notification. 

You can also avail of these details from within the ’Trips’ section of the app in the ‘Vehicle Details’ and ’Driver Details’ for the particular booking.

How can I edit my existing booking?

We do not provide the option to edit existing bookings. Therefore you are requested to make sure you enter all details correctly and accurately at the time of booking to avoid any errors.

If you wish to change a booking, the best option is to either call our customer care and request for the change or cancel the booking and book another vehicle with the new details.

How do I get confirmation about our booking?

As soon as you create a booking with us, you will receiving the booking confirmation via email, SMS and in-app Notification.

Please make sure your correct email and mobile phone information is entered under you NeoCars profile.

Your booking details are also available for viewing at all times in the ‘Trips’ section of your NeoCars app.

I want a taxi on a sharing basis. Will you provide it to me?

We do not provide sharing taxis. All our taxis are booked privately by a single user and they can choose to ride with other passengers known to them personally. 

I want to make a booking for a round-trip with NeoCars, can I do that?

Sure. When you book a vehicle with NeoCars, you book it for a specific time period. During this allotted time, you are free to commute in the vehicle as you feel apt. This can be done to travel from point A to B or from point A to B to C to A again. However, please note that all of this travel has to be completed within the allotted time for which you have booked the vehicle for.

I'm going from City A to city B for x days. During that time I will travel to neighbouring cities from city B - is that all included in my quoted price?

You have taken the vehicle for the allocated amount of days/hours and kilometres and you are free to use the vehicle for that allocated amount of days/hours and kilometres on flat terrain.

 

As a best practice, we require that all the cities that you plan to visit should be listed in your written trip itinerary provided to you by NeoCars at the time of booking.

 

This way you have complete clarity on the pricing for the trip and the driver and operator have received proper communication regarding your trip plan. This ensures that there is no confusion and the price quote you receive from NeoCars takes your entire trip plan into account.

 

By using this best practice you can avoid any surprises in terms of additional charges or last minute cancellations.

NEOCARS DOES NOT GUARANTEE BOOKING CONFIRMATION FOR OUTSTATION TRIPS (WHEN YOU TRAVEL OUTSIDE THE CITY LIMITS). WE SHALL TRY OUR BEST TO FULFIL SUCH ORDERS. IF WE ARE HOWEVER UNABLE TO DO SO, WE SHALL REFUND YOU THE FULL AMOUNT OF SUCH A BOOKING AND SHALL TIMELY INFORM YOU AS WELL SO YOU CAN MAKE OTHER ARRANGEMENTS.

I'm hiring a car from NeoCars. In the kms quoted on my fixed quote can I use the car for local travel before I leave the city?

NeoCars specializes in intercity / outstation transportation services all over India. Each state has different rules and requirements for use of tourist vehicles. In addition, there are restrictions placed on where tourist vehicles can travel to based on rules set by local unions or city ordinances.

All vehicles you hire are for a fixed amount of hours and kilometers associated with the exact itinerary listed in your confirmation.

 

Usage of the vehicle beyond the listed hours and kilometers shall incur additional charges. Your use of the vehicle is limited to the activities that are clearly listed on your booking confirmation (booking contract).

Vehicles that allow overtime booking can be extended from within the NeoCars app.

 

This is however subject to availability of the particular vehicle and/or driver.

 

Example 1: If you are traveling from City A to City B and back, then you may use the vehicle to leave from City A, goto City B, travel within City B (as long as its within the allotted hours) and return back to City A.

If you wish to make short trips outside of City B to points of interest or tourist sites in towns/cities neighbouring to City B, this is allowed as long as it is done within the allotted hours of the booking.

Example 2: If you are taking a one-way transfer from city A to city B, then you can only take the vehicle from your pickup address to your drop address.

 

It is highly suggested to mention any intermediate pickup points (pick a friend, drop a friend etc) at the time of booking and is reflected in your booking confirmation (booking contract).

We care for our customers and work hard to meet all your requests. We want you to have a special trip or vacation.

 

Simply give us a call and we will work with you provide you the best solution for your needs.


For all queries, please contact us at support@neocars.in or simply call our help line.

Example 3: If you are hiring a vehicle for a round trip from City A to to City B and back to City A, it is recommended you let us know if you desire to use the vehicle for local sight-seeing in City A (city of departure) at the time of booking itself.

 

It helps us provide better services when we have a clear picture of your travel itinerary in advance.

In how many cities do you provide services?

We are currently operational in Kolkata only.

Our city coverage across India is always expanding, and we are always happy to help you with your travel needs across India.


If the city you want to travel to or from is not listed on our website, simply call/email us and we will do our best to serve you.

My driver overcharged me during the trip... How can you help me?

Drivers are only allowed to accept cash for extra hours / kilometres incurred during a trip and the rate / charge for the same is mentioned to both the users and drivers before trip start.

However, if there is still the off chance when this has happened, please send us full details of your experience by email to ‘support@neocars.in’.


Mention your booking reference number and whatever details you have so we can gain full context of the matter.

Our Customer service team will get involved and help address the situation expediently.

Our company employees travel regularly. Who do I contact for tie-up?

Please write to us at ‘support@neocars.in’ with your queries and we shall do our best to match your requirements.

Sometimes I find NeoCars's prices are slightly higher compared to other companies on the same routes?

Yes we understand this might be so in certain cases, but this is due to the better quality and peace of mind you get when you use NeoCars.

At NeoCars, we focus on delivering the highest value for a fair price. In addition, our quotes are transparent with no pricing surprises later. Our philosophy is to not just get your business today but to get it forever after.

Sure it is possible that you may get a quote lower than ours, and thats where its important that you compare apples to apples.

When looking at a lower quote, here are some pricing traps to watch for -

  • Is the vehicle commercially licensed (YELLOW NUMBER PLATE) and driver commercially licensed? You do not want to travel in a private vehicle. Its not only illegal but also unsafe to use a private vehicle instead of one with a commercial permit.

  • Private vehicles are either uninsured or inadequately insured, lack commercial permits, evade paying tourist taxes and fees and may be using drivers with questionable driving experience or records.

  • Most companies will low ball you with quotes that only include base fare and may quote too few included kms for your trip. (Its a classic bait and switch scam)

  • Those providers would add on daily driver allowances, state taxes, toll taxes, excess km charges to your final bill and extort you for far more money than you had expected. This will lead to a unpleasant experience. NeoCars always provides you a written quote (our confirmation email has all the details...read it carefully) and its best that you compare our written quote with others.

Transparent comparison is best when you are comparing NeoCars' pricing with others.

 

You will find that in 99% of the situations, you not only save more but also have a better experience with NeoCars.

 

With NeoCars you get a good price and great value.

What advantages do I get by booking in advance?

There are many advantages to book in advance - 

  • Peace of mind ... Get a completely transparent, hassle-free reservation with NeoCars

  • Multiple Stops in the same booking

  • Zero Garage Charges only pay for actual usage of car

  • Retain Same Car & Driver for the entire trip duration

  • You get the best price guarantee

What car categories do you provide?

We provide multiple types of cars -

  • SUV/Luxury SUV

  • MUV/Luxury MUV

  • Sedan/Luxury Sedan

  • Hatchback/Luxury Hatchback

However, not all vehicle types are available on all routes/cities. Certain Luxury category vehicles are only available in select destinations and are subject to availability. 

Please check the ‘Book’ section of the NeoCars app to search for such vehicles and book them.

What if Driver asks me for extra payment? and I do not agree?

Normally the driver will not ask you for any cash payment at all, except for extras incurred by you. Please always ask the driver to provide a 'duty slip' with the details of the payment being requested.

 

If you feel that the charges being requested are not justified, you may call our service centre and ask them to resolve the situation.


If you end up having to pay the driver but do not agree with the charges, please take a picture of the 'duty slip' detailing the payment and send it to our team at support@neocars.in and include your booking reference number. Our team will address the issue with the driver / taxi operator and help resolve the situation at the earliest.

What if my car shows up late?

 

We are proud of our on-time performance but sometimes delays do happen.

 

If the nature of your booking is time-sensitive - involving an airport pickup/drop or meeting at your destination, please budget for additional travel time (usually add 30 mins for traffic delays for every 2 hours of estimated travel time) and also let us know of this as a special request when making your reservation.
 

We will make additional efforts to ensure that we're vigilant and ensure a safe & punctual transit for you.

If for any case, your cab is delayed and you have to cancel your reservation we will issue a full refund of any payment that you may have made in the form of advance towards the taxi reservation

What if my car does not show up?
 

It is extremely rare to have a situation where the vehicle does not show up at the scheduled time. Such an event is generally the result of unavoidable circumstances like inordinate amount of traffic, heavy rains, traffic blockades or vehicular breakdowns to name a few.

In such situations, we usually are notified by the driver and taxi operator at their first opportunity. We in turn do our part in keeping the customer aware of the situation as soon as we find out.

If you choose to cancel the trip - due to a delay on our part, we will waive off last minute cancellation fees. We earnestly work to avoid any such delays and work to ensure a 100% on-time performance. If you do have such an experience, we will work to make it up to you and earn your business for the future.

As always, your feedback is welcome. Write to our customer-advocacy team at support@neocars.in and we will act on your feedback so we continue to get better every time.

What if the cab breaks down during the journey?

All our taxis are regularly inspected.

 

However, breakdowns cannot be anticipated and do happen. In those cases, we expediently try and arrange a backup cab to ensure that your travel plans continue uninterrupted and with the least possible delay.

What is the earliest I should make a reservation with NeoCars?

You may reserve with NeoCars at anytime.


We are open 24x7 and our platform automatically gets to work for you - no human intervention required.

However, the shorter the notice, fewer the inventory choices and tighter the inventory in the market. While NeoCars has the largest and most expansive network of inter-city taxis across India , our ability to get you the highest quality and best pricing gets diminished as the journey date gets closer.

As a best practice, make a reservation with us as quickly as you know of your plans. There is no charge to cancel a booking as long as you cancel more than 72 hours in advance. We normally accept reservations upto 6 months in advance, with most of our customers sharing their plans with us at least 3 months ahead.

For any trips where the pick-up time falls between 11PM on the day of booking and 7AM of the next day, such bookings have to be done by a maximum of 9PM.

Will NeoCars drivers take detour per our request?

We are happy to support your requests for adding additional pickups, waypoints, stopovers or drop addresses if it is done within the allotted hours of your booking.

It is suggested to notify us of such information at the time of booking itself to help avoid and last minute grievances. However, if there are certain changes to your plans while the booking is in progress, it is alright and we shall be able to accommodate it as long as the total booking time does not exceed the hours the vehicle has been booked for by you.

We will be landing at Jaipur airport and then want to go Ranthambore? Should I prebook my car or book after landing?

Normally it takes us between 1-2 hours to arrange a car. We suggest pre-booking ahead of time so it gives an opportunity to arrange a car and driver for your trip.

Do you provide an English-speaking driver?

We do try our best to provide an English speaking driver if the request is received on your booking under the additional requests section ahead of time. This is generally subject to availability of a English-speaking driver.

How can I cancel my booking with NeoCars?

You may cancel your booking at anytime.
Bookings cancelled within 72 hours of pickup time will incur a cancellation fee that will be charged to your account. If you cancel your booking greater than 72 hours before your pickup time, the booking may be cancelled at no charge.

Please DO NOT CALL the helpdesk / reservations desk for cancelling bookings as these bookings cannot be cancelled by the representatives. You need to login to the NeoCars app to cancel your booking from the ‘Trips’ section.

How can I get a bill/receipt for my trip?

Invoices are automatically generated and sent to you by email for every trip that you complete with us.


If you have lost your invoice email or cannot find it your invoice can be retrieved by logging in to the NeoCars app.


Go into the ‘Payment Information’ section, and your payment history is available for viewing here.

How many people can travel per taxi?

Our seating configurations are listed when you are making a reservation.

 

Please note that under no circumstances will the driver allow for more passengers to travel than that has been listed in the vehicle details. 

Is Toll tax included or excluded from my Total fare?

Toll-Tax is charged by NHAI & respective authorities for using National & State Highways.

Your booking confirmation email clearly details out if Toll taxes are included for your defined itinerary or if they are excluded from your total fare. When Toll taxes are stated as excluded from your trip confirmation, the guest/customer is expected to pay the toll taxes at the toll booths encountered on your journey. We request you to kindly make this payment directly to the toll booth attendant and not via the driver.

When listed as included, the toll tax is prepaid by the customer as part of their total fare.

We have elderly travellers in the vehicle?

We encourage you to make a note in your reservation under the additional requests section. We try our best to accommodate all additional requests but cannot commit to it for each reservation. This is why having your reservation and additional requests ahead of time helps us make the proper arrangements.

What if I have a lot of luggage to be carried during the journey?

When making the reservation, please be clear on your requirements. You have the option to specify number of passengers, number of small and large luggage pieces and any special request. Our goal is to provide you with a quality service at a fair price.

Information you provide us enables us to find the right vehicle that matches your requirements.

What is the best way to make a booking so I can get the best quality and good price?

We always recommend that you book your trip directly using our app. Our best prices are available on our mobile app.

 

Get our app at - neocars.in

Are there any waiting charges?

There are no waiting charges.

 

At pickup time, your cab will wait for a maximum of 30 minutes. If requested to wait longer, this has to be done in advance. Any waiting time is included in your allotted booking time and no additional time shall be granted to you. 

Do I need to pay any extra amount apart from the one listed here on the app?

No, the amount listed on the app is the final amount you will need to Pay. Our quotes are completely transparent and we list all the applicable charges upfront.

For all quotations, Parking charges are NOT included and the guest will be liable to pay charges for parking wherever applicable.


Parking charges are typically Rs.150-300 in the case of most airport pickups.

Can I pay the driver cash?

Only for extras incurred in the trip, cash payments are acceptable for the extra hours / kilometres you have used.

What are the other terms and conditions for booking a NeoCars vehicle?

Full terms and conditions for NeoCars is mentioned in the ’Settings’ section of your NeoCars app.