Service Delivery Policy.

What we deliver

VP Holidays Tours & Travels provides travel services: holiday packages, Malnad weekend trips, vehicle rental with driver, and airport and railway pick-up and drop. These are delivered in person, at the place and time agreed with you. We do not ship, courier or deliver any physical goods, so there is no shipping charge, courier tracking or delivery address to enter. A service is “delivered” when you are picked up, transported or hosted as agreed in your booking confirmation.

Booking confirmation

• An enquiry or quote is not a booking. Your booking is confirmed when we confirm it to you in writing by WhatsApp, SMS or email, and, where we have asked for it, after the advance payment is received.
• During our working hours (daily 6am to 11pm) we normally reply to enquiries within 15 minutes and send a written confirmation within 2 hours of receiving payment. Requests received at night are answered the next morning.
• Your confirmation lists the service, date, pickup point and time, vehicle type, price, what is included, and the payment status. Please check it and tell us at once if anything is wrong.
• After online payment you also receive a payment receipt from our payment gateway, and we can email a GST-compliant invoice on request.

Trip details before travel

• Transfers and vehicle rental: we send the driver’s name and phone number and the vehicle type and number at least 2 hours before pickup, and earlier for early-morning runs.
• Holiday packages and weekend trips: we send the day-wise itinerary, stay details and driver contact at least 24 hours before departure.
• These details are sent on WhatsApp to the number you gave us, and by email if you provided one. Please keep your phone reachable on the day of travel.

Service areas

We operate from Thirthahalli, Shivamogga district, Karnataka. Pickups are available across Thirthahalli, Koppa, Sringeri, Shivamogga and nearby taluks (Bhadravati, Sagar, Hosanagara, Shikaripura and Soraba), and our routes include Chikkamagaluru, Udupi, Mangaluru, Bengaluru and the destinations in our packages. Airport and railway transfers are offered to Shivamogga Airport, Mangaluru International Airport, Bengaluru International Airport, and Shivamogga, Udupi and Mangaluru railway stations. For pickups outside these areas, ask us and we will confirm if we can serve it.

Pickup, punctuality and waiting time

• Our drivers aim to reach the pickup point 10 to 15 minutes before the agreed time, and at least 30 minutes early for flights and trains where the road allows.
• Airport pickups: we track your flight and wait up to 60 minutes after the actual landing time without extra charge. Railway pickups: we track the train and wait up to 30 minutes after the actual arrival. Other pickups: up to 15 minutes after the agreed time.
• Longer waiting is charged at the rate shown in your quote. If we cannot reach you after reasonable attempts by phone, the booking may be treated as a no-show under our Refund & Cancellation Policy.
• For drops, we aim to reach the airport or station with enough time for check-in or boarding, based on the timings you gave us. Please book with the buffer your journey needs, particularly on the ghat roads during the monsoon.

Vehicles and drivers

• We provide the vehicle category you booked (for example sedan, SUV, Tempo Traveller or bus). If a particular model is unavailable, we may substitute a vehicle of the same or higher category at no extra cost, and we tell you before the trip.
• All vehicles are insured and carry the permits required for the route, and drivers hold valid licences. Seating capacity is as stated for the vehicle and may not be exceeded.

Itinerary changes and delays

Journey times in the Malnad region depend on traffic, weather and road conditions, and the distances and durations we show are approximate. Rain, ghat-road closures, accidents, strikes and similar events can delay or alter a trip. If that happens, we will keep you informed, suggest the best alternative route or plan, and, where we cannot deliver part of the service, refund it as set out in our Refund & Cancellation Policy. A delay caused by passengers (late arrival, extra stops, extra distance) may attract extra charges, which we will explain before we incur them.

Proof of service

The trip is recorded by the driver’s trip sheet or digital log (pickup and drop times, distance and any extras) and by our messages with you. For packages, your confirmation and the services you used form the record. If you want a copy of your trip sheet or invoice, ask us and we will send it.

If a service is not delivered

If a driver does not arrive, a confirmed service is not provided, or something delivered is materially different from your confirmation, please contact us immediately, and in any case within 48 hours of the scheduled service, so we can put it right quickly. Depending on the situation we will arrange a replacement vehicle or driver, offer an alternative date, or give a refund for the undelivered service as described in our Refund & Cancellation Policy.

Contact

Questions about how a service will be delivered, or a problem on the day of travel? Call or message us, any day from 6am to 11pm:

See also our Payment Policy and Terms & Conditions.