1. Agreement to Terms

By booking a ticket, traveling with, or using the services provided by Chartered Bus, a unit of Chartered Speed Limited ("Company," "we," "us," "our"), you ("Passenger," "you," "your") explicitly acknowledge that you have read, understood, and voluntarily agree to be legally bound by these Terms and Conditions of Carriage. This document constitutes the entire agreement between you and the Company concerning the bus service.

  2. Booking Confirmation & E-Ticket

a. PNR as Conclusive Proof: Upon successful booking, a unique Passenger Name Record (PNR) number is generated. This PNR is the definitive proof of your booking and must be quoted in all communications with our customer support team or at boarding points. The ticket associated with this PNR is an electronic ticket ("E-Ticket").

b. Ticket Delivery: Your E-Ticket will be delivered through multiple channels for your convenience: primarily via WhatsApp, with secondary copies sent via SMS and/or Email. It is your responsibility to ensure the mobile number and email address provided are accurate and to check your spam/junk folders. Failure to receive the E-Ticket due to an error in provided details does not invalidate the booking, provided the PNR is valid.

c. Mandatory Documents for Boarding: To board the bus, you must present:

 

A copy of your E-Ticket: Either a printed copy or a clear digital copy on your mobile device.

Original Valid Photo ID: A government-issued photo identification document (Aadhaar Card, Passport, Driving License, Voter ID, PAN Card) for at least one passenger in a group booking. The name on the ID must match the name on the ticket. Failure to produce both the E-Ticket and a valid photo ID will result in denied boarding with no refund.

d. Third-Party Bookings (Aggregators): If you book through a third-party aggregator (e.g., RedBus, MakeMyTrip), your contract for the payment processing and initial booking is with that aggregator. The Company's liability is strictly limited to providing the transportation service from the origin to the destination. The aggregator is responsible for their platform's customer support, refund disbursement for cancellations made on their site, and any errors occurring during their booking process. All claims related to the booking transaction must be directed to the aggregator used.

  3. Payment, Fees, and Discount Policies

a. Payment Authorization: By finalizing your booking, you authorize us to charge the total amount to your selected payment method. All fares are shown in Indian Rupees (₹) and are inclusive of applicable taxes unless stated otherwise.

b. Coupon Codes and Offers: Any discount coupons or promotional offers are subject to their specific terms, have an expiry date, and can be withdrawn or modified by the Company at any time without prior notice. Offers are typically limited to one per transaction, cannot be combined with other promotions, are non-transferable, and hold no cash value. We reserve the right to revoke an offer if fraud or misuse is suspected.

 

  4. Boarding, No-Show, and Denial of Transport

a. Check-in Time: Passengers must report to the designated boarding point at least 30 minutes prior to the scheduled departure time. This allows for efficient verification and loading of luggage.

b. No-Show Policy: A passenger who fails to arrive at the boarding point by the scheduled departure time is classified as a "No-Show." The seat is deemed forfeited, the ticket becomes void, and the passenger is entitled to no refund or alternate accommodation.

c. Right to Refuse Transport: The Management and its authorized personnel (drivers, conductors) reserve the unequivocal right to deny boarding or offload a passenger at any point during the journey for the following reasons:

• Appearing to be under the influence of alcohol or drugs.

• Engaging in unruly, abusive, or unlawful behavior.

• Being critically ill or in a medical state that poses a risk to themselves or others (e.g., requiring a stretcher, having a contagious disease).

• Refusing to comply with these Terms and Conditions or lawful instructions from the crew.

• No refund will be provided under these circumstances.

 

  5. Seat Allocation & Journey Modifications

Seat Re-allocation: The Management explicitly reserves the right to change the pre-allocated seat or sleeper number for operational, safety, or security reasons. While we make every effort to honor specific seat requests, all allocations are subject to availability and are not guaranteed.

Modifying Booking: Requests to change the date or time of your journey are subject to seat availability on the desired bus and the payment of a transaction fee. The fee structure for modifications can be obtained by contacting our helpline or a physical ticket counter. Please note that modifications are not guaranteed and are offered as a discretionary service.

 

  6. Baggage: Allowance, Fees, and Liability

a. Luggage Allowance: Each fare-paying passenger is permitted to carry one piece of check-in luggage, not exceeding 20 kilograms of personal, household items. One small handbag (laptop bag, purse) is allowed inside the passenger cabin.

b. Excess & Commercial Luggage: Any luggage exceeding the 20 kg limit or deemed to be commercial goods (e.g., merchandise for sale) will be charged an excess baggage fee of ₹10 per kilogram. Acceptance of excess luggage is contingent upon available space in the cargo hold and is at the sole discretion of the crew.

c. Prohibited Items: Passengers are strictly forbidden from carrying items that are dangerous, illegal, or could cause discomfort to others. This includes, but is not limited to: weapons, firearms, ammunition, inflammable materials (fuel, gas cylinders, chemicals), explosives, narcotics, alcohol, stolen goods, and any item prohibited by Indian law. Discovery of such items will lead to immediate denial of boarding or offloading, and may be reported to the authorities.

d. Liability Disclaimer: All luggage is carried at the passenger's sole risk. Chartered Speed Limited expressly disclaims any and all liability for loss, damage, theft, delay, or pilferage of luggage or its contents, whether in transit or in storage.

e. Valuables: Passengers are solely and entirely responsible for their valuables, including but not limited to cash, jewelry, electronic devices (laptops, cameras, phones), important documents, and medication. These items must never be placed in the check-in luggage and should be kept on your person or in your handbag. The Company assumes zero liability for these items under any circumstances.

 

  7. Cancellation by Passenger & Refund Policy

a. Cancellation Method: Cancellations must be processed through the original channel of booking (our website, counter, or the aggregator's platform). We do not accept cancellation requests made over the phone.

b. Refund Processing: Eligible refunds will be credited only to the original source of payment (e.g., the same bank account, credit card, or wallet). The time taken for the refund to reflect in your account is subject to the processing policies of your bank or financial institution, typically taking 7-10 working days.

c. Partial Cancellation: If you cancel one or more (but not all) passengers on a multi-passenger booking, it is a partial cancellation. The seat(s) will be released, and a refund will be processed for the cancelled passenger(s) as per the schedule below.

d. Cancellation Charges Schedule:

 

Time of Cancellation Before Scheduled Departure	Refund Amount
More than 24 hours	80% of Ticket Fare
Between 12 to 24 hours	60% of Ticket Fare
Between 8 to 12 hours	40% of Ticket Fare
Between 4 to 8 hours	20% of Ticket Fare
Less than 4 hours / No-Show	No Refund

 

  8. Service Disruptions: Cancellations, Delays & Breakdowns

a. Cancellation by Company: In rare instances of force majeure (e.g., natural disasters, political unrest, bandhs, government orders, operational failures), we may be forced to cancel a service. Our liability in such an event is limited to:

• Option 1: Re-booking you on the next available service on the same route, subject to seat availability, at no extra cost.

• Option 2: Providing a 100% refund of the ticket fare paid to us.

The Company shall not be liable for any additional consequential losses (e.g., hotel bookings, missed connections) incurred by the passenger.

b. Delays: The Company does not guarantee arrival or departure times. We are not liable for delays caused by traffic congestion, road conditions, weather, accidents, security checks, or any other circumstances beyond our reasonable control. Passengers are advised to plan their connections and forward looking plans with sufficient buffer time.

c. Breakdowns: In the event of a mechanical failure en route, our obligation is limited to making best efforts to rectify the issue promptly. If the journey cannot be completed:

• Alternate Arrangement: The management will assist the passenger with alternate service. However, the Company is not obligated to provide alternate transportation (e.g., another bus, taxi).

• Refund: Passengers may be eligible for a pro-rata refund based on the distance not traveled. This refund must be claimed in person at our booking counters at the point of origin or destination of the ticket.

• Amenities: We do not guarantee the functionality of onboard amenities like Air Conditioning, entertainment systems, or Wi-Fi, and no refund will be provided for their failure.

 

  9. Passenger Conduct, Health, and Risk

Assumption of Risk: By undertaking the journey, you acknowledge that you do so at your own full risk and responsibility regarding your personal safety, health, and belongings.

Code of Conduct: For the safety and comfort of everyone on board:

• Smoking and consumption of alcohol or tobacco in any form is strictly prohibited inside the coach.

• Passengers must adhere to all instructions given by the driver and crew.

• Please respect the privacy and comfort of fellow passengers.

• Medical Conditions: Passengers with existing medical conditions, disabilities, or those who are pregnant are strongly advised to consult a physician before travel. It is your responsibility to ensure you are fit to travel and to carry all necessary medications. The crew are not trained medical professionals.

 

  10. Special Categories: Children and Pets

Children: One infant or child under 5 years of age may travel for free, provided they do not occupy a separate seat and are accompanied by a full-fare-paying adult. Children above 5 years require a full-price ticket for a dedicated seat.

Pets: For reasons of hygiene, safety, and passenger comfort, all pets and live animals are strictly prohibited on all our services, without exception.

 

  11. Governing Law and Jurisdiction

Any dispute, claim, or controversy arising out of or relating to this contract, including the breach thereof, shall be subject to the exclusive jurisdiction of the courts located in Ahmedabad, Gujarat, India. These Terms and Conditions shall be governed by and construed in accordance with the laws of India.

 

 12. Contact Information & Grievance Redressal

Customer Helpline: 0731 42 88 888

 

Email Support: care@charteredbus.in (We aim to respond to all emails within 3 working days)

For the quickest resolution, please have your PNR number ready when you contact us.

Disclaimer: Chartered Speed Limited reserves the right to amend, modify, or update these Terms and Conditions at any time without prior notice. The version effective at the time of your booking will govern your travel. It is the passenger's responsibility to review the most current Terms and Conditions on our website before booking.