Terms & Conditions of Use

1. Acceptance of Terms

These Terms & Conditions ("Terms") govern your access to and use of the ReDrivo mobile applications, websites, and related services (collectively, the "Platform"), operated by ReDrivo, a Micro Enterprise registered under the Ministry of Micro, Small and Medium Enterprises, Government of India (Udyam Registration No. UDYAM-WB-10-0222498), with a registered address at 405, Sukhobristi Complex, SP Sukhobristi Lane, Shapoorji, New Town, Kolkata, West Bengal 700135, India ("ReDrivo," "we," "us," or "our").

By creating an account, accessing, or using the Platform in any capacity — as a Customer, Driver/Marshal, or Garage Partner — you agree to be bound by these Terms. If you do not agree, you must not use the Platform. Please also review our Privacy Policy, which is incorporated into these Terms by reference.

2. Description of the Service

ReDrivo is a technology platform that connects three categories of users:

• Customers, who can book on-demand professional drivers, arrange vehicle pickup for garage servicing, or rent vehicles;
• Drivers/Marshals, independent service providers who accept and fulfil driving and vehicle-handling assignments through the Platform; and
• Garage Partners, independent workshop businesses that offer vehicle servicing and repair, and their registered staff.

3. Eligibility

• You must be at least 18 years old to create an account on the Platform.
• To register as a Driver/Marshal, you must be at least 18 years old, hold a valid Light Motor Vehicle (LMV) driving licence recognized under Indian law, have a driving licence that was first issued at least 5 years ago and is not expiring within 30 days, and complete our KYC verification process. Holding a Motorcycle With Gear (MCWG) class on your driving licence only adds bike jobs in addition to car jobs.
• To register as a Garage Partner, your business must complete KYC verification and provide accurate business details.
• You are responsible for ensuring all information you provide is accurate, complete, and kept up to date.

4. Account Registration and KYC Verification

• Genuine & Own Documents Only: All identity documents and details you submit for KYC (PAN, Driving Licence, Aadhaar, live selfie, and bank account details used for payouts) must be genuine, valid, unaltered, and belong to you.
• Consent to Verification: By submitting your KYC details, you consent to ReDrivo verifying your PAN, Driving Licence (including validity, first issue date, and vehicle classes), and Aadhaar OTP e-KYC through our verification partner (APITXT), or manually through our verification team where manual review is required. ReDrivo never stores your full 12-digit Aadhaar number. It is sent once, over an encrypted connection, to our verification partner to send the OTP, and is not saved by ReDrivo.
• Vehicle Types Set from Licence: For Drivers/Marshals, the vehicle types you can accept jobs for on the Platform (Car only, or Car & Bike when MCWG is also present) are set from your verified Driving Licence.
• Account Suspension for False Documents: Submitting false, forged, altered, expired, or another person's documents will result in KYC rejection and immediate suspension or termination of your account, and ReDrivo may report to law enforcement.
• You are solely responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

5. Bookings, Cancellations, and Payments

• When a Customer places a booking, ReDrivo facilitates matching with an available Driver/Marshal or Garage Partner based on location, availability, and service type.
• Prices displayed at the time of booking are estimates and may vary based on actual distance, time, route conditions, applicable taxes, and any additional services requested.
• Customers may be required to make an advance payment or hold at the time of booking, processed securely through our payment partner, Razorpay. ReDrivo does not store your card, UPI, or banking credentials.
• Cancellation policies, including any applicable cancellation fees, will be displayed within the app at the time of booking or cancellation and may vary by service type.
• Specifically: bookings may be cancelled free of charge before a driver is assigned, or within 3 minutes of assignment. Cancellations after this window incur a flat fee of ₹50; a customer no-show (where the driver has arrived and waited the required time) incurs a flat fee of ₹99. If a completed trip's final fare is less than the amount pre-paid, the difference is refunded automatically. If a fee is incurred on a booking with no advance payment collected, it is added to the customer's account balance and disclosed prior to their next payment, rather than charged separately. See our full Cancellation & Refund Policy for details.
• ReDrivo reserves the right to add, remove, or modify any fees, charges, commission rates, or pricing structures on the Platform at its sole discretion, with reasonable notice provided through the app or website where required by applicable law.
• Drivers/Marshals may be subject to subscription fees, per-trip commissions, or other charges as described within the app, deducted from their earnings or billed separately, along with applicable tax deductions (such as TDS) as required under Indian tax law.
• Garage Partners will be settled for completed services in accordance with the payment terms displayed within the Garage Portal.

6. Driver/Marshal Obligations

As a Driver/Marshal on the Platform, you agree to:

• Hold and maintain a valid driving licence and any other legally required permits at all times while active on the Platform;
• Operate vehicles safely, lawfully, and in compliance with all applicable traffic and motor vehicle regulations;
• Complete assigned trips professionally and honestly, including accurate reporting of odometer readings and vehicle condition at handover;
• Not engage in any conduct that endangers passengers, vehicles, or other road users;
• Promptly report any accident, dispute, or safety incident to ReDrivo and, where required, to the appropriate authorities;
• Maintain independently any insurance required by law for your role as a driver; ReDrivo does not provide driver liability insurance unless explicitly stated within the app.

7. Garage Partner Obligations

As a Garage Partner, you agree to:

• Provide accurate information about your business, staff, and services offered;
• Perform vehicle servicing and repairs professionally, using appropriate care and skill;
• Maintain any licences, permits, or certifications required to lawfully operate your workshop business;
• Ensure that any staff you register on the Platform are genuinely employed or engaged by you and have consented to their information being submitted for KYC purposes;
• Handle customer vehicles and belongings with reasonable care while in your custody.

8. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose, or in violation of any applicable law or regulation;
• Submit false, misleading, or fraudulent information, including forged or altered identity documents;
• Harass, threaten, or discriminate against other users;
• Attempt to circumvent, disable, or interfere with the security or proper functioning of the Platform;
• Use another person's account, or allow another person to use your account, without our authorization;
• Attempt to solicit or complete transactions with other Platform users outside the Platform to avoid applicable fees.

Violation of this section may result in immediate suspension or termination of your account, in addition to any other remedies available to us under law.

9. Limitation of Liability

ReDrivo acts solely as an intermediary technology platform connecting independent Customers, Drivers/Marshals, and Garage Partners. To the maximum extent permitted under applicable law:

• ReDrivo is not liable for the acts, omissions, negligence, or misconduct of any Driver/Marshal, Garage Partner, or Customer, including but not limited to road accidents, vehicle damage, personal injury, theft, or disputes arising from services rendered.
• ReDrivo does not guarantee the availability, quality, safety, or legality of services offered by Drivers/Marshals or Garage Partners, though we take reasonable steps (including KYC verification) to promote trust and safety on the Platform.
• ReDrivo's total liability arising out of or relating to your use of the Platform shall not exceed the amount of fees actually paid by you to ReDrivo (not to the Driver/Marshal or Garage Partner directly) in the three (3) months preceding the event giving rise to the claim.
• ReDrivo is not liable for any indirect, incidental, special, or consequential damages, including loss of profits, data, or goodwill, arising from your use of the Platform.

Nothing in these Terms limits any liability that cannot be excluded or limited under applicable Indian law, including in cases of gross negligence or wilful misconduct by ReDrivo.

10. Indemnification

You agree to indemnify and hold harmless ReDrivo, a Micro Enterprise registered under the Ministry of Micro, Small and Medium Enterprises, Government of India (Udyam Registration No. UDYAM-WB-10-0222498), and any affiliated personnel from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your violation of any law, or your interaction with another Platform user.

11. Insurance Disclaimer

Unless explicitly stated within the app for a specific service, ReDrivo does not provide insurance coverage for Customers, Drivers/Marshals, Garage Partners, or their vehicles. Users are responsible for maintaining any insurance coverage required by law or that they consider appropriate for their own protection.

12. Data Protection and Privacy

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, process, protect, and handle your personal identity data, location information, digital vehicle inspection records, and transaction history in accordance with the Digital Personal Data Protection Act, 2023.

For data grievances or rights requests, contact grievance@redrivo.in. Response time: within 90 days, as required under the DPDP Rules.

13. Intellectual Property

All content, trademarks, logos, and technology comprising the Platform are the property of ReDrivo or its licensors. You may not copy, reproduce, modify, or distribute any part of the Platform without our prior written consent.

14. Account Suspension and Termination

• You may delete your account at any time through the in-app account settings. Upon deletion, your account will be deactivated, and your KYC data will be permanently erased within 90 days, as described in our Privacy Policy.
• We reserve the right to suspend or terminate your account, with or without notice, if we reasonably believe you have violated these Terms, engaged in fraudulent or unsafe conduct, or for any other reason at our discretion, to the extent permitted by law.
• Termination does not relieve you of any payment obligations incurred prior to termination.

15. Changes to These Terms

ReDrivo reserves the right, at its sole discretion, to modify, amend, add to, or remove any part of these Terms, our pricing, fees, charges, or any other policy governing the Platform — including but not limited to our Privacy Policy and Cancellation & Refund Policy — at any time. We will post the updated version on the relevant page with a revised 'Last Updated' date, and, where changes are material or required by law, notify you via in-app notification or email. Your continued use of the Platform after changes take effect constitutes your acceptance of the revised Terms or policy.

16. Dispute Resolution and Governing Law

These Terms are governed by the laws of India. Any dispute arising out of or in connection with these Terms shall first be attempted to be resolved amicably. Failing amicable resolution, disputes shall be subject to the exclusive jurisdiction of the courts in Kolkata, West Bengal.

17. Contact Us

For any questions regarding these Terms, please contact us at grievance@redrivo.in.