FAQs

Booking – Online/Offline

Does rental charges includes free fuel?

No, rental charges are exclusive of fuel cost. However, to ease the process, AutoRides offer customers the following solution:

  • We provide pre-filled full tank fuel with 0% charges.
    NOTE: Upon return of the vehicle, customers are requested to refill full tank fuel, supported by a valid cash receipt, failing which, fuel surcharge will be levied as follows + an additional 18% of the hourly fee, applicable for the following variants:

    • Scooter (below 120cc): 35 km/L + 18% of the hourly fee
    • Bikes (below 200 cc: 25-30 km/L + 18% of the hourly fee
    • Bikes (below 350 cc): 30 km/L + 18% of the hourly fee
    • Cars (below 1200-1500 cc): 10 km/L + 18% of the hourly fee
How do I book a vehicle online?

All booking should be made ONLINE via our site through the BOOKING FORM and by entering the details such as Name, Address, Tel. No, eMail address along with submission of IDs such as DL and other valid IDs such as Aadhaar and EPIC, 24 hours prior to actual travel date/time.

Note that order processing is based on first-come first-serve basis as detailed below:

  • Booking orders made on any working day (Monday-Friday) before 2 pm is processed and confirmed on the same working day.
  • Booking orders made on any working day (Monday-Friday) after 4 pm is processed and confirmed on the next working day, or whichever is earlier.

Note: Order processing time varies between 5-8 hours, or whichever is earlier.

What are the booking procedures for self-drive vehicles?

All booking should be made online via our site through the BOOKING FORM 24 hours prior to travel date/time in order to avoid delay in IDs verification and order processing.

NOTE: Our SOP goes through 6 stages: Online Booking >> Order & IDs Verification >> Order Processing >> Online Payment & Confirmation >> Delivery of Order >> Return & End of Booking.

Booking Procedures – Monday to Friday

  • Booking orders made on any working day (Monday-Friday) before 2 pm is processed and confirmed on the same working day.
  • Booking orders made on any working day (Monday-Friday) after 4 pm is processed and confirmed on the next working day, or whichever is earlier.

Note: Order processing time varies between 5-8 hours, or whichever is earlier.

Booking Procedures – Saturday, Sunday & National Holidays

  • Booking made on any non-working day (Saturday-Sunday, including National holidays) is processed and confirmed on the next working day, or whichever is earlier.
What are the minimum and maximum booking hours?

Customer can choose across 3 service category of Silver/Gold/Platinum plans that best fits their requirement.

  • Minimum booking is 5 hours/day for 2 wheeler and 6 hour per day for 4 wheeler.
  • Maximum booking is 72 hours/3 days (applicable for both 2 & 4 wheeler)

Note: For booking that spans for more than 3-5 days at a stretch, customers are requested to connect with us through our Contact Us Page or detail their requirement by sending an eMail to info@autorides.in

Can I book a vehicle on-demand?

Yes you can, and this applies to our existing/returning-customers and AutoRides members alike.

For new members, they will have to go through the mandatory procedure, which is, pre-booking 24 hrs prior to travel time and such bookings will be processed as follows:

  • Booking made on any working day (Monday-Friday) before 2 pm is processed and confirmed on the same working day.
  • Booking made on any working day (Monday-Friday) after 4 pm is processed and confirmed on the next working day, or whichever is earlier.

Note: Order processing time varies between 5-8 hours, or whichever is earlier.

How long does it take for booking confirmation?

All booking made 24 hours prior to date/time of travel will be processed as follows:

  • Booking made on any working day (Monday-Friday) before 2 pm is processed and confirmed on the same working day.
  • Booking made on any working day (Monday-Friday) after 4 pm is processed and confirmed on the next working day, or whichever is earlier.

Note: Order processing time varies between 5-8 hours, or whichever is earlier. Confirmation of the booking order will be effective once all pre-payment are received after the normal processing time as listed above.

Documentation & Verification Process

What documents are required for booking with AutoRides?

The following documents are accepted for booking with AutoRides:

(1) Driver’s License (2) Aadhaar Card (3) EPIC/Voters Card.

Note: All customers, including members who have not uploaded their documents with us are advised to keep a scanned copy or a snapshot of the above documents handy. These documents will be required at the time you make the booking through our BOOK NOW section of the webpage, which will be verified for their authenticity.

Do I need to hold a Driver’s License to drive AutoRides vehicles?

Yes, Driver’s License is mandatory. In order to drive our vehicles (self drive cars, bikes and scooters), customers should hold a valid Driver’s License.

AutoRides and its affiliates will entertain or hand over the vehicle to the designated person holding valid Driver’s License only. Refer to our Terms & Conditions for more details.

How can I upload my documents (Driver’s License/Aadhaar/EPIC?

Customers can upload their documents such as Driver’s License, Aadhar and EPIC/Voters ID Card through the BOOK NOW sections of our site.

The type of file that you can upload are:

(1) PDF files.

(2) JPG files.

(3) PNG files.

Do I have to sign a service agreement with AutoRides?

Yes, customer have to sign both the online and offline service agreement, which have to be complied with and agreed upon. The agreement entered is between the “USER” and “AutoRides” with clear details of the Terms & Conditions.

Generally, all customers while booking a car with AutoRides are automatically included and understood to have agreed with our Terms & Conditions.

Further, at the time of taking delivery of the vehicles, customers have to sign the Customer Detail Form in the presence of our agent . The agreement entered is between the “USER” and “AutoRides” with clear details of the Terms & Conditions.

NOTE: Each agreement signed between “USER” and AutoRides is valid from the time the booking starts and ends only after “Full & Final Settlement” of all existing rental bills, fuel surcharge and accidental cost of damage, if any.

Pricing Terms & Fee Policy

How does fuel surcharge works?

We provide pre-filled full tank fuel with 0% charges.
NOTE: Upon return of the vehicle, customers are requested to refill full tank fuel, supported by a valid cash receipt, failing which, fuel surcharge will be levied as follows + an additional 18% of the hourly fee, applicable for the following variants:

  • Scooter (below 120cc): 35 km/L + 18% of the hourly fee
  • Bikes (below 200 cc: 25-30 km/L + 18% of the hourly fee
  • Bikes (below 350 cc): 25 km/L + 18% of the hourly fee
  • Cars (below 1200-1500 cc): 10 km/L + 18% of the hourly fee
How do I get back my security deposit?

In normal circumstances, security deposit are returned to the customer after “Full and Final Settlement.”

That being said, upon return of the vehicle by the customer, our agent will inspect the vehicle for any minor and major defects (such as accidental scratches/dents etc), fuel capacity supported by a valid cash receipt and cleanliness of the interiors and exterior, and if it is found that there is no such damages to both the interior and exteriors, full amount of the Security Deposit is refunded as follows:

  • For those who paid via cash to our agent or at our office: Full amount of the security deposit is returned to the customer in cash. No question asked!
  • For those who paid via NET banking or any other means of payment such as PoS: Full security amount is refunded via electronic mode such as NEFT/IMPS to the customer bank account/card number, which usually takes 5 working days, of whichever is earlier.
What are the payment procedures?

Normally, we accept payments from customers as follows:

  • Online payment via INB- NEFT/IMPS or UPI to the company bank account (Applicable for Rental Amount).
  • Cash payment at the time of taking delivery/possession of the vehicle (Applicable for Security Deposit only).

Note: No Cheque/Bank Draft will be entertained. All payments, including rental charges, service charges and security deposit should be paid in full before taking possession of the vehicle.

How do I make my payments?

Normally, all payments should be made online via INB- NEFT/IMPS/UPI to company registered account:

  • Online payment via INB- NEFT/IMPS or UPI to the company bank account (Applicable for Rental Amount).
  • Cash payment at the time of taking delivery/possession of the vehicle (Applicable for Security Deposit Amount).

Note: No Cheque/Bank Draft will be entertained. All payments, including rental charges, service charges and security deposit should be paid in full before taking possession of the vehicle.

What is a service charge? How does it work?

Service charges are applicable for Delivery & Pickup services of vehicle To & From customer’s door steps/address. Applicable for Shillong region only. Current rate of service fees are:

  • 2 wheelers: 300/- for both Delivery/Pickup of vehicle To/From customer’s door steps/address
  • 4 wheelers: 400/- for both Delivery/Pickup of vehicle To/From customer’s door steps/address

Note: Delivery & Pickup facilities is optional. Customer can also opt for self-service, wherein they themselves can collect/return the vehicle from our head/branch offices, or from any of our agent’s location.

How does billing process works?

Billing are accounted for the actual Date/Hours/Minutes/Seconds and as per the details received by us from the booking form submitted by the customer for both the “Booking Start” & “Booking End” time.

Customer are requested to be specific and careful while they input the details such as date/hours/minutes while booking through our BOOK NOW section of the webpage.

Note: Booking made 1-2 hours prior to actual date and when such order are approved (Online/Offline), billing are accounted from the time the order is received and not the actual time when the customer take possession of the vehicle, until and unless the customer’s request for such order processing for approval in person by visiting our head/branch office.

Charges for booking self-drive vehicle on-demand?

An amount of ₹ 200 are charged upfront for booking order made on-demand, which is applicable for pre-registered members or returning customers alike.

For new members, such orders will be subject to mandatory verification and authentication of their IDs and DL.

What are the cancellation charges?

Cancellation request for pre-approved/confirmed bookings that is made less than 24 hours prior to delivery/pick up time of the vehicle will normally attract full rental amount as cancellation fees or whichever is higher. Security amount, if any, will be refunded in full.

How can I avail discounts for my booking?

Our discount scheme are applicable for both members and non-members, subject to the following conditions:

  •  2 Wheelers:  For 2 Wheelers, customer can opt any of the following:
    1). Overnight Rental Plans which are pre-discounted rates.
    2). For booking that is more than 3+ days or 72+ hrs, automated discount value for 2 wheelers will be applicable as follows:
    – 10% Discount if customer opted for Silver Rental Plan.
    – 15% Discount if customer opted for Gold Rental Plan.
    – 20% Discount if customer opted for Platinum Rental Plan.
  • 4 Wheelers: For 4 Wheelers, customers can opt any of the following:
    1). For booking that is more than 3+ days or 72+ hrs, automated discount value will be applicable as follows:
    – 10% Discount for Silver Rental Plan.
    – 15% Discount for Gold Rental Plan.
    – 20% Discount for Platinum Rental Plan.

Service Category

What is Silver/Gold/Platinum Rental Plan? How does it work?

We offer customer the best available rental plan such as Silver/Gold/Platinum service category. Below is an example how each plan differs in terms of the Free KM allotment for each service category.

Plans Silver  Gold    Platinum

Hrs      Km       Km        Km

1           10         15           20

2          20         30          40

4          40         60          80

8          80        120         160

10        100       150         200

12        120       180         240

Note: For each rental plan, the starting rates for base variants of vehicles with the lowest rates only are listed and does not apply to all variants of vehicles. It is advisable that the customer request for a rate card for different variant of vehicles to avoid any confusion, whatsoever.

Can I encash unused Km that is earned per booking?

No you cannot encash them. As per our service terms, Rental Plan across all 3 categories (Silver/Gold/Platinum) is for a fixed duration/usage. 
Unused Free KM for hourly booking less than 24 hours should be utilised on the same day/within the said booking duration/phase. It cannot be encashed/carried forward to the next booking.

What is excess Km? How does it works?

Excess Km applies for driving above and beyond the pre-allotted Km that is earned for each rental plan (Silver/Gold/Platinum). Take the below examples:

Plan           Hrs     Km/hrs    Excess Km

Silver         1hr       10 Km         11-15+

Gold          1hr       15 Km         16-20+

Platinum   1hr       20 Km        21-25+

Note: Excess Km are charged extra above and beyond the pre-allotted Km earned per hour. Refer to the PRICING page for more clarity on how excess Km works.

Can I get the vehicle(s) delivered at my doorsteps?

Yes, you can. However, Delivery & Pickup of vehicle To & From customer’s door steps usually attracts convenience charges/service fees as detailed below:

  • 2 wheelers: 300 for both Delivery & Pickup of vehicle To & From customer’s door steps/address
  • 4 wheelers: 400 for both Delivery & Pickup of vehicle To & From customer’s door steps/address

Note: Delivery & Pickup facilities is optional. Customer can also opt for self service, wherein they themselves can collect/return the vehicle from our head/branch offices, or from any of our agent’s location.

How to cancel booking that is confirmed?

Cancellation for booking that is confirmed should be made in writing by sending us an eMail to sales@autorides.in 24 hours prior to the date/time of journey.

Any cancellation request made less than 24 hours prior to travel date and time will normally attract full rental amount as cancellation charges.