1. Service Overview
Cerca provides on-demand taxi booking services through our mobile application. This policy outlines our service delivery standards, coverage areas, and service guarantees to ensure a consistent and reliable experience for all users.
2. Service Coverage Areas
2.1 Primary Service Areas
Our service is available in the following areas:
- Metropolitan Areas: Major cities and surrounding suburbs
- Airport Zones: All major airports and transportation hubs
- Business Districts: Downtown areas and commercial zones
- Residential Areas: Suburban and urban residential zones
- Entertainment Districts: Hotels, restaurants, and entertainment venues
2.2 Service Limitations
Service may be limited in:
- Remote or rural areas
- Restricted access zones
- Areas with safety concerns
- Locations outside city boundaries
- Areas with poor network coverage
3. Service Delivery Standards
3.1 Response Times
- Standard Service: 5-10 minutes average wait time
- Premium Service: 3-7 minutes average wait time
- Peak Hours: 10-15 minutes during high demand
- Late Night: 8-12 minutes (limited driver availability)
- Special Events: 15-20 minutes during major events
3.2 Service Quality Standards
We maintain the following standards:
- Clean, well-maintained vehicles
- Professional, licensed drivers
- Safe driving practices
- Accurate fare calculations
- Real-time tracking and updates
4. Booking and Confirmation
4.1 Booking Process
- Open the Cerca app
- Enter pickup and destination locations
- Select vehicle type and service level
- Confirm booking details
- Receive driver confirmation
- Track driver arrival in real-time
4.2 Confirmation Guarantees
We guarantee:
- Instant booking confirmation
- Driver assignment within 30 seconds
- Real-time driver location updates
- Estimated arrival time accuracy
- Service cancellation if driver unavailable
5. Service Modifications
5.1 Route Changes
During your ride, you may:
- Request route modifications
- Add additional stops
- Change destination address
- Request service upgrades
- Modify payment methods
5.2 Service Upgrades
Available upgrades include:
- Premium vehicle selection
- Priority booking service
- Additional passenger capacity
- Special accessibility features
- Express service options
6. Service Guarantees
6.1 On-Time Guarantee
We guarantee on-time service:
- Drivers arrive within estimated time
- Compensation for significant delays
- Alternative transportation if needed
- Real-time delay notifications
- Service quality monitoring
6.2 Service Quality Guarantee
We ensure:
- Professional driver conduct
- Clean and safe vehicles
- Accurate fare calculations
- Secure payment processing
- 24/7 customer support
7. Special Service Arrangements
7.1 Scheduled Rides
For advance bookings:
- Book up to 7 days in advance
- Guaranteed driver assignment
- Priority service confirmation
- Flexible modification options
- Special event transportation
7.2 Corporate Services
Business account features:
- Dedicated account management
- Bulk booking capabilities
- Expense tracking and reporting
- Priority customer support
- Custom service agreements
8. Service Interruptions
8.1 Weather Conditions
During adverse weather:
- Service may be limited for safety
- Extended wait times possible
- Alternative transportation options
- Weather-related fare adjustments
- Safety-first service policies
8.2 Emergency Situations
In emergency conditions:
- Service priority for essential travel
- Coordination with emergency services
- Modified service areas if needed
- Communication with local authorities
- Safety-focused service delivery
9. Customer Support
9.1 Support Channels
- In-App Support: 24/7 chat and help
- Phone Support: +91 7049717101
- Email Support: cercacars0071@gmail.com
- Live Chat: Available on website
- Emergency Support: Dedicated emergency line
9.2 Response Times
- General Inquiries: Within 2 hours
- Service Issues: Within 30 minutes
- Safety Concerns: Immediate response
- Billing Questions: Within 4 hours
- Technical Support: Within 1 hour
10. Service Monitoring
We continuously monitor service quality through:
- Real-time driver tracking systems
- Customer feedback and ratings
- Service performance analytics
- Driver performance monitoring
- Quality assurance programs
- Regular service audits
11. Policy Updates
This service delivery policy may be updated to reflect:
- Service improvements and expansions
- Technology enhancements
- Regulatory requirements
- Customer feedback and suggestions
- Market conditions and competition
Users will be notified of significant changes 30 days in advance.
12. Contact Information
For service delivery inquiries:
- Phone: +91 7049717101
- Email: cercacars0071@gmail.com
- Address: Sai Properties, Ghule Park, Hadapsar, Pune - 412307
- In-App Support: Available 24/7
- Business Hours: Monday-Friday 9 AM-6 PM IST