Tomatrip Travel and Logistics Private Limited

Terms & Conditions

1. Customer Support for Tracking Issues

  • Provide a helpline or WhatsApp chat support for tracking assistance.
  • Offer resolutions for common issues (e.g., tracking ID not working, order not updating).
  • Define expected response time to resolve customer inquiries.

2. Company’s Limited Liability for Customer Negligence


The company is not liable for theft, loss, or damage if a customer fails to track their delivery in real time.

If a delivery attempt fails due to customer inaction, the company reserves the right to:

  • Charge additional storage or redelivery fees.
  • Cancel the order without refund.

Customers should notify the company immediately if they cannot track or receive their order.

3. Liability & Limitations

  • Disclaimer that tracking updates are estimates and not guarantees.
  • The company is not liable for third-party delays (e.g., customs hold-ups, road closures).
  • Customers should report missing deliveries or discrepancies within a set timeframe.

4. Driver Waiting Time & Unattended Deliveries

The driver will wait for a limited time at the delivery location.

Free Waiting Period

The company provides 1.5 hours from Customer or User App booking time Location.

After 1 hour 30 minutes, additional Waiting Charges applicable. If the waiting time exceeds 1.5 hours, the customer will be charged at a rate of only [₹.60] per hour.

If no recipient is present, the driver may:

  • Return the goods to the company’s facility.
  • Leave the goods at the customer’s risk (if previously authorized).

Any loss or theft after an unattended delivery is not the company’s responsibility.

5. Luggage & Freight Policies

  • Weight and size limits for baggage or freight.
  • Prohibited items (hazardous materials, illegal goods, perishables).
  • Liability for lost, damaged, or delayed goods.
  • Insurance policies, if applicable.

6. Data Privacy & Security

Assure customers that their tracking details and personal information are secure.

Prohibit third-party access to tracking details without customer consent.

Compliance with data protection laws (GDPR, CCPA, etc.).

7. Dispute Resolution for Theft Claims

Customers must report any theft incidents within 24 hours of the scheduled delivery.

The company may assist in investigations but is not obligated to compensate for losses caused by customer negligence.

If applicable, customers should seek coverage from their own insurance provider.

8. Cancellation Policy

  • City 'cab's: ₹.0
  • Mini Truck's: ₹.0 until Assigned Mini-Truck Driver reach to Customer pick-up Location. If driver available at pickup Location Customer has to pay ₹.50 cancellation charges.
  • Borewell vehicle : Charges applicable for Large Commercial Vehicle
  • Borewell Contractor : cancelled booking due to unplanned schedules.
  • Contractor's: ₹.500
  • Customer: ₹.1000
  • Failure to pay may result in legal action, service suspension, or refusal of future bookings.

9. Strict No Refund Policy (Borewell Vehicle)

Once a borewell vehicle booking is confirmed, no refunds will be issued in case of cancellation,regardless of the reason.

The policy applies to cancellations made by the customer at any stage, including last-minute cancellations.

10. Advance Payments & Deposits

Any advance payments or deposits made during booking are non-refundable under all circumstances.

Full payment may be required before dispatch, and failure to complete payment does not entitle the customer to a refund.

11. Company-Initiated Cancellations

If the company cancels the booking due to unforeseen circumstances (e.g., mechanical failure, unavailability), customers may be:

  • Offered a rescheduled service at no extra cost.
  • Eligible for a partial or full refund, depending on the situation.

12. Force Majeure Clause

The company is not responsible for cancellations or service disruptions due to natural disasters, strikes, government restrictions, or other uncontrollable events.

No refunds will be issued in such cases.

13. Estimated & Actual Drilling Cost (Borewell)

Estimated Drilling Cost

The company provides a preliminary estimate based on:

  • Site inspection & soil conditions.
  • Expected depth of drilling.
  • Borewell diameter and casing requirements.
  • Labor and machinery costs.

Estimates are approximate and not a final cost. Customers acknowledge that actual costs may vary due to on-site factors.

Actual Drilling Cost

The final drilling cost is determined by:

  • Actual depth drilled (beyond the estimated depth).
  • Unforeseen geological conditions (rocky terrain, water table variations, etc.).
  • Additional casing, drilling fluid, or other materials required.
  • Fuel price fluctuations, labor variations, and site accessibility.

Customers are obligated to pay for the full actual cost incurred.

Payment Terms

  • The customer must pay an advance deposit before drilling begins.
  • Final billing will be based on actual drilling depth and materials used.
  • Full payment must be made upon completion of work, as per the invoice.
  • Late payments may attract penalties or interest as per company policy.

Cost Adjustments & Disputes

Any cost increases will be communicated to the customer as drilling progresses.

Customers cannot refuse payment due to deviation from estimates unless pre-agreed.

Disputes must be raised within 24 hours of invoice issuance for resolution.

No Refund Policy (Drilling)

Deposits paid are non-refundable if the customer cancels the service after drilling has commenced.

Partial refunds may be considered only if drilling cannot proceed due to company-side issues.

14. Liability & Force Majeure (Drilling)

The company is not responsible for cost changes due to unforeseen circumstances like geological surprises, government regulations, or force majeure events.