Service Delivery Policy
Last updated: September 2026
OzeTrips sells services delivered in person in and around Varanasi (and, for jyotish, also over video or phone). Nothing is physically shipped, so this page is our equivalent of a shipping policy: it explains exactly what you receive after paying, when you receive it, and how each service reaches you.
1. What you receive on booking
- Instant confirmation — the moment your payment succeeds, you see a confirmation page with your booking reference (format OZ-XXXXXX), and within a few minutes you receive a confirmation email and a WhatsApp message on the number you gave.
- Meeting details — the confirmation includes the meeting point or pickup location (with a map pin on WhatsApp where relevant), reporting time, and the phone number of our local coordinator.
- Boarding by reference — no OTP needed — just show your booking reference or confirmation message to the boatman, driver, guide or hotel desk. Nobody will ask you for a code or password at the ghat.
- GST invoice — emailed to you after payment and downloadable any time from your booking page at /booking/<your reference> and from My Bookings.
2. Delivery timelines by service
Boats
- Booking confirmation: instant, on payment.
- Boatman name, phone number and exact ghat: shared on WhatsApp at least 2 hours before your slot — for sunrise rides, by the evening before.
- Reporting time: 15 minutes before the slot, at the ghat named in your confirmation. Life jackets are provided on board.
Cabs
- Booking confirmation: instant, on payment.
- Driver name, phone number and vehicle number: shared 1–12 hours before pickup (the evening before for early-morning pickups).
- Airport and railway station pickups include a placard with your name; the driver waits up to 60 minutes there, 30 minutes elsewhere.
Hotels & Homestays
- Booking voucher: instant, on payment, by email and WhatsApp.
- The property reconfirms your stay the same day; check-in and check-out times are stated on the voucher.
- Carry government-issued photo ID for all adult guests at check-in.
Guides
- Booking confirmation: instant, on payment.
- Guide name, phone number and meeting point: shared by the day before the tour.
- Tours start at the confirmed meeting point at the confirmed time; please be punctual.
Puja
- Booking confirmation: instant, on payment.
- Pandit ji's name, venue and samagri (materials) confirmation: shared at least 24 hours before the puja; muhurat-specific timings are confirmed at booking.
- Sankalp is performed with the names and gotra you provided at booking — please check them carefully in your confirmation and tell us immediately if anything needs correcting.
Jyotish
- Booking confirmation: instant, on payment.
- Appointment details — the astrologer's address for in-person consultations, or the video/phone link — are shared at booking or at least 24 hours before the consultation.
- Your kundli is prepared from the birth details you provide; consultations are held in Hindi or English as chosen at booking.
Packages
- Booking confirmation: instant, on payment, with a day-by-day itinerary.
- A dedicated coordinator's number is shared at booking; each day's driver, guide or boat details follow the per-service timelines above.
3. If your confirmation does not arrive
First check spam and promotions folders, and that your WhatsApp number was entered with the country code. If you still see nothing within 30 minutes of paying, message us on WhatsApp or email bookings@ozetrips.in. Your payment is safe: every successful Razorpay payment is matched to a booking, and if a technical failure ever prevents us from delivering a confirmed service, we refund it in full under our Refund & Cancellation Policy.
4. Support hours
- WhatsApp and phone: 7:00 AM – 10:00 PM IST, every day of the week — festival days included. WhatsApp is the fastest way to reach us.
- Email: replies within 24 hours at bookings@ozetrips.in.
- On-trip emergencies: the coordinator number in your confirmation is reachable through the duration of your service, including before 7 AM for sunrise boats.
5. Changes and delays
River conditions, festival crowd controls and administration orders occasionally force timing or ghat changes at short notice. If that happens we tell you on WhatsApp and by phone as soon as we know, and offer the alternatives set out in our Refund & Cancellation Policy — typically a reschedule or a full refund when we cannot deliver. Full terms governing bookings are in our Terms of Service.