Service Delivery Policy

Across Mumbai, including Thane and Navi Mumbai, 6:00 am to 10:00 pm, daily. Bookings can be placed at any hour; trips run within operating hours only.

• Booking confirmationSame day, in operating hours
• Driver details sentOnce the trip is assigned
• Relocation quoteSame working day
• Email repliesAs quickly as we can

These are the targets we work to during operating hours, not guarantees. A booking placed at 11 pm is handled the following morning. Where a delay affects your trip we tell you, and the refund rules below still apply in full.

An air-conditioned car, cooled before your pet gets in, with a safety harness sized to your animal or a carrier we secure to the seat. The driver has been briefed on your booking notes — including anything you told us about anxiety, reactivity or a recent procedure.

Waiting time starts when the driver reaches your building, not when they enter the complex. The first 10 minutes are free; after that it is ₹150 per 30 minutes. For vet trips the driver stays with the car and the engine running for AC.

We hand every animal over to a person — you, or someone you named when booking. We do not leave a pet tied up, in a lobby, or with an unattended facility. If nobody is there to receive your animal, we call you, wait as long as we safely can, and then bring your pet back. Return transport in that case is charged as a second trip.

Trip updates come on WhatsApp: departure, any significant delay, and arrival. For long or intercity journeys you get an update at each scheduled break.

If we are running more than 15 minutes behind, we tell you before the pickup time, not after it. If our vehicle arrives more than 45 minutes late and you no longer want the trip, you get a full refund under the Refund & Cancellation Policy.

Tell us the same day if you can, and within 7 days at the latest. Write to info@kyvoz.in with your booking reference. We investigate with the driver, tell you what we found, and say plainly whether we think we were at fault.