Velvet Experience
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Terms & Conditions

By using the Velvet Experience website, verifying your mobile number via OTP, requesting a fare, or making a booking, you agree to these Terms & Conditions and Velvet's related policies.

Velvet Experience is a premium chauffeur-driven mobility service operating primarily in Delhi NCR. Velvet currently provides its services through company-owned vehicles and chauffeurs employed by Velvet. Velvet is not an aggregator, marketplace, or third-party ride-hailing platform.

All bookings are subject to vehicle availability, chauffeur availability, serviceable locations, operating hours, security restrictions, weather, traffic, airport or venue restrictions, and other events beyond Velvet's reasonable control.

Final fares may be shown only after successful OTP authentication. The fare displayed at the time of booking applies to the selected trip details. Additional charges may apply, where relevant, for tolls, parking, waiting time, extra stops, route deviations, airport fees, state-entry charges, luggage support vehicles, or other special requests.

A booking is considered confirmed only once it is accepted by Velvet and reflected as confirmed through the website, WhatsApp, email, or other official Velvet communication.

Passengers must provide accurate booking details, including contact number, pickup and drop location, and any flight details where applicable. Velvet shall not be responsible for delays, failed pickups, or service issues caused by incorrect or incomplete information shared by the passenger.

Velvet Experience reserves the right to refuse, suspend, or terminate any booking or ride in case of unsafe, unlawful, abusive, intoxicated, or inappropriate passenger conduct, violation of cabin rules, or any risk to the chauffeur, vehicle, or service standards.

Passengers are responsible for their personal belongings. Velvet Experience will make reasonable efforts to help recover lost items but does not guarantee recovery.

Velvet Experience shall not be liable for any indirect, incidental, or consequential loss, including missed flights, meetings, appointments, or business losses caused by traffic, weather, airport delays, route restrictions, force majeure events, or third-party actions beyond Velvet's reasonable control.

These Terms shall be governed by the laws of India, and the courts at [Delhi / New Delhi] shall have jurisdiction, subject to applicable law.

Cancellation & Refund Policy

Velvet Experience follows a structured cancellation policy to preserve vehicle allocation, chauffeur scheduling, and service quality.

Standard Bookings

Waiting Charges

A 15-minute complimentary waiting period is included from the scheduled pickup time.

For one-way and airport bookings, waiting charges thereafter apply per 15 minutes or part thereof:

For hourly rentals, time beyond the selected package is billed at the extra-time rate shown with the fare.

No-Show

The vehicle will wait for up to 30 additional minutesafter the complimentary 15-minute period. If the passenger has not arrived by then, the booking will be treated as a no-show and the vehicle may be released.

Special Bookings

Hourly bookings, airport meet & greet, outstation rides, concierge-led rides, and custom bookings may have separate cancellation terms disclosed at the time of booking.

Refund Timelines

Approved refunds are processed within 7 working days.

If Velvet Experience Cancels

If Velvet Experience cancels a confirmed booking for reasons within Velvet's control, Velvet will either offer a reasonable alternative or process a full refund.

Safety & Passenger Conduct Policy

Velvet Experience is committed to a calm, clean, and safe travel environment.

All Velvet journeys are operated through company-owned vehicles and chauffeurs employed by Velvet, trained in service discipline, discretion, hygiene, and passenger handling.

Passenger Rules

Passengers must:

Strictly Not Permitted Inside the Vehicle

Right to Refuse or End the Ride

Velvet or the chauffeur may refuse, suspend, or terminate the booking or ride if passenger conduct creates a safety, hygiene, legal, or service-risk issue.

Damage / Soiling

Passengers shall be responsible for any damage, breakage, staining, deep-cleaning requirement, or unusual soiling caused by them or their guests. Velvet may recover the reasonable cost of cleaning, repair, restoration, and associated downtime.

Cookie Notice

Velvet uses cookies and similar technologies to operate the website and improve your experience.

These may include:

By continuing to use the website, you consent to the use of essential cookies. Where required, Velvet may also request your consent for analytics or non-essential cookies.

You may manage cookie preferences through your browser settings or through cookie controls on the website, where available.

Contact & Grievance

For bookings, support, service concerns, privacy matters, or complaints, please contact:

Customer Support: [support number / WhatsApp]
Email: [support@velvetexperience.in]
Privacy / Grievance Contact: [privacy@velvetexperience.in]
Registered Office: [full legal address]
Support Hours: [insert hours]

Velvet Experience will make reasonable efforts to respond promptly, especially for ongoing or upcoming ride-related concerns.

Membership Terms

Velvet Membership is a private access program and may be offered only by invitation, approval, or application review.

Membership is personal and non-transferable, unless expressly permitted by Velvet under a specific plan or approved family/guest structure.

Members-only city rides, concierge privileges, priority booking, chauffeur preferences, upgrades, gifting rides, family add-ons, and related privileges are subject to:

Airport transfers may remain available to non-members as well. However, members may receive a more priority-led, tailored, or concierge-supported airport transfer experience where applicable.

Velvet reserves the right to suspend, restrict, or terminate membership access in the event of:

Velvet may amend membership benefits, eligibility, structure, or availability from time to time, with reasonable notice where appropriate.