Terms & Conditions

1. Platform Overview & Scope

Zetro is a technology-driven digital platform that enables users (“Users”) to connect with independent third-party service providers (“Captains”) for the purpose of availing transportation, logistics, and related on-demand services, including but not limited to bike rides, auto services, car services, bus services, and parcel delivery.

Zetro operates solely as an intermediary platform and does not provide, own, control, manage, or operate any transportation or logistics services. The role of Zetro is limited to facilitating interactions, bookings, and payment enablement between Users and Captains through its website, mobile application, or other digital interfaces (collectively referred to as the “Platform”).

All services requested by Users through the Platform are fulfilled directly by independent Captains who have the sole discretion to accept or reject service requests. Zetro does not guarantee the availability, suitability, quality, safety, legality, or timely provision of any services offered by Captains.

The scope of Zetro’s services includes:

  • Enabling Users to discover and connect with available Captains.
  • Facilitating booking requests and confirmations.
  • Providing technological tools for communication between Users and Captains.
  • Enabling partial payment collection (as applicable) for booking facilitation.
  • Offering support services related to the Platform.

Zetro does not intervene in or control the actual execution of services, and any engagement between a User and a Captain shall constitute a direct contractual relationship between such parties.

By using the Platform, Users acknowledge and agree that Zetro is not responsible for the performance, delivery, or outcome of any services rendered by Captains, and any risks arising from such services shall be borne solely by the User and the Captain involved.

Zetro reserves the right to modify, expand, limit, or discontinue any part of its Platform or services at its sole discretion, without prior notice, subject to applicable laws.

2. Nature of Relationship

Zetro operates solely as a technology intermediary platform that facilitates connections between Users seeking transportation or logistics services and independent third-party service providers (“Captains”). Zetro does not provide, own, employ, manage, or control any Captains, vehicles, or service operations.

The relationship between Zetro and Captains is strictly on a principal-to-principal basis, and nothing contained herein shall be construed to create any relationship of employer-employee, partnership, joint venture, agency, or franchise between Zetro and any Captain. Captains act independently and exercise full discretion in accepting, rejecting, and executing service requests.

Similarly, the relationship between Zetro and Users is limited to providing access to the Platform and facilitating bookings. Zetro does not assume any responsibility for the actual delivery, quality, safety, legality, or performance of services provided by Captains.

Any service availed by a User through the Platform constitutes a direct contractual arrangement between the User and the Captain, and Zetro shall not be a party to such arrangement. Zetro shall not be liable for any acts, omissions, negligence, misconduct, or service deficiencies attributable to the Captain.

Zetro does not guarantee:

  • The availability of Captains at any given time.
  • Acceptance of booking requests by Captains.
  • Quality, safety, or suitability of services.
  • Uninterrupted or error-free operation of the Platform.

Captains retain the unrestricted right to determine their availability, pricing (where applicable), acceptance of service requests, and manner of service execution, subject to compliance with applicable laws and platform guidelines.

Zetro’s role is limited to providing technological infrastructure, facilitating communication, and enabling certain payment mechanisms. Under no circumstances shall Zetro be deemed to be the provider of transportation or logistics services.

Users and Captains expressly acknowledge and agree that Zetro shall not be held liable for any disputes, claims, damages, losses, or liabilities arising out of or in connection with services provided by Captains.

3. Definitions & Interpretation

3.1 Definitions

For the purposes of these Terms and Conditions, unless the context otherwise requires, the following terms shall have the meanings assigned to them below.

  1. “Platform” shall mean the digital interface operated by Zetro, including its website, mobile application, and any related services through which Users and Captains interact.
  2. “Zetro” / “Company” / “We” / “Us” / “Our” shall refer to Zetro Technologies and its affiliates, successors, and permitted assigns.
  3. “User” / “You” / “Your” shall mean any individual or entity that accesses or uses the Platform for the purpose of booking or availing services.
  4. “Captain” shall mean an independent third-party service provider who registers on the Platform to offer transportation, logistics, or related services to Users.
  5. “Services” shall refer to transportation, ride-hailing, parcel delivery, or any other on-demand services made available by Captains through the Platform.
  6. “Booking” shall mean a request placed by a User through the Platform for availing Services from a Captain.
  7. “Accepted Booking” shall mean a Booking that has been accepted by a Captain.
  8. “Cancellation” shall mean the termination of a Booking by either the User or the Captain prior to completion of the Service.
  9. “Fees” / “Charges” shall include any amounts payable by the User in connection with a Booking, including advance payments, service charges, platform fees, or any applicable taxes.
  10. “Content” shall include all text, images, data, information, and materials made available on or through the Platform.
  11. “Applicable Law” shall mean all statutes, laws, regulations, ordinances, rules, and guidelines in force within the jurisdiction of India.

3.2 Interpretation

  1. Words importing the singular shall include the plural and vice versa.
  2. Words importing any gender shall include all genders.
  3. Headings are for convenience only and shall not affect the interpretation of these Terms.
  4. Any reference to a “person” shall include individuals, companies, partnerships, and legal entities.
  5. References to clauses, sections, or headings are references to those contained in these Terms unless stated otherwise.
  6. The terms “including”, “such as”, or similar expressions shall be construed as illustrative and shall not limit the scope of the preceding words.
  7. In case of any ambiguity or conflict, Zetro shall have the final authority to interpret these Terms, to the extent permitted under applicable law.

4. Eligibility Criteria

4.1 General Eligibility

  1. You are at least 18 years of age and legally competent to enter into a binding contract under Applicable Law.
  2. You have the full legal authority, right, and capacity to agree to and comply with these Terms and Conditions.
  3. All information provided by you during registration or use of the Platform is true, accurate, complete, and up-to-date.

Zetro reserves the right to verify the eligibility of any User at any time and may suspend or terminate access if any information is found to be false, misleading, or incomplete.

4.2 User-Specific Eligibility

In order to use the Platform as a User:

  1. You must register an account using a valid mobile number and/or email address.
  2. You must not have been previously suspended or removed from the Platform for violations of these Terms.
  3. You agree to use the Platform solely for lawful purposes and in compliance with all Applicable Laws.

Zetro reserves the right to deny access to any User at its sole discretion, without obligation to provide a reason.

4.3 Captain-Specific Eligibility

In order to operate as a Captain on the Platform, you must:

  1. Possess all valid licenses, permits, registrations, and certifications required under Applicable Law to provide transportation or logistics services.
  2. Own or have lawful access to a vehicle that complies with all legal, safety, and regulatory requirements.
  3. Maintain valid insurance coverage for the vehicle and services being provided.
  4. Successfully complete any onboarding, verification, or background checks required by Zetro.

Zetro does not independently guarantee the authenticity of documents submitted by Captains and shall not be liable for any misrepresentation by Captains.

4.4 Compliance with Laws

All Users and Captains agree to:

  1. Comply with all applicable local, state, and national laws and regulations.
  2. Not use the Platform for any unlawful, fraudulent, abusive, or harmful activities.
  3. Not engage in any conduct that may damage the reputation, operations, or integrity of Zetro.

4.5 Right to Restrict Access

Zetro reserves the absolute right to:

  1. Approve or reject any registration request.
  2. Suspend or permanently terminate accounts.
  3. Restrict access to certain features or services at its sole discretion, including in cases of suspected fraud, misuse, legal non-compliance, or risk to the Platform.

5. User Account & Registration

5.1 Account Creation

In order to access and use certain features of the Platform, Users are required to create an account by providing accurate and complete information, including but not limited to name, mobile number, email address, and any other details as may be required by Zetro.

By registering on the Platform, the User agrees to:

  1. Provide true, accurate, and current information.
  2. Maintain and promptly update such information as necessary.
  3. Not create multiple accounts for fraudulent or abusive purposes.

Zetro reserves the right to verify user information at any time and may suspend or terminate accounts where information is found to be false or misleading.

5.2 Account Responsibility

Users are solely responsible for:

  1. Maintaining the confidentiality of their account credentials, including OTPs, passwords, and login details.
  2. All activities conducted through their account, whether authorized or unauthorized.
  3. Ensuring that their account is not used by any third party without permission.

Any action performed through a User’s account shall be deemed to have been performed by the User themselves.

Zetro shall not be liable for any loss, damage, or unauthorized activity arising from the User’s failure to secure their account credentials.

5.3 Account Suspension & Termination

Zetro may, at its sole discretion and without prior notice:

  1. Suspend or deactivate any account.
  2. Restrict access to certain features.
  3. Permanently terminate User access in cases including but not limited to:
  1. Violation of these Terms.
  2. Suspected fraudulent or illegal activity.
  3. Risk to other users, captains, or the Platform.

5.4 No Guarantee of Continuous Access

Zetro does not guarantee uninterrupted or error-free access to user accounts. Temporary suspension or restriction may occur due to:

  1. System maintenance.
  2. Technical issues.
  3. Security concerns.

Zetro shall not be liable for any loss arising from such interruptions.

6. Booking Flow & Service Process

This section defines the end-to-end process through which Users request, receive, and complete transportation services through the Platform. It is intended to clearly establish the role of the Company as a technology facilitator and not as a transportation service provider.

6.1 Request Initiation

  1. The User may initiate a booking request through the Application by entering relevant trip details including pickup location, drop location, destination (if applicable), vehicle type preference, and any other information required by the Platform.
  2. Based on the User’s request, the Platform may display available Driver Partners in the vicinity along with estimated or indicative fare ranges, estimated arrival time, and other relevant trip-related information.
  3. Such information is provided solely for convenience and does not constitute an offer or acceptance of service by the Company.

6.2 Matching and Connection

  1. The Platform functions as a digital intermediary that facilitates connection between Users and independent Driver Partners.
  2. Upon submission of a booking request, the Platform may transmit such request to one or more eligible Driver Partners.
  3. Acceptance or rejection of a booking request is at the sole discretion of the Driver Partner. The Company does not guarantee acceptance of any booking request.
  4. A booking shall be considered confirmed only when a Driver Partner explicitly accepts the request through the Platform and such confirmation is communicated to the User.

6.3 Fare Estimation and Confirmation

  1. In Zetro, the fare charge is calculated based on pickup location, drop location, vehicle type, vehicle seating capacity, distance, and other relevant factors.
  2. The calculated fare is automatically determined by the system based on trip details.
  3. The amount calculated in this manner is considered the final ride fare.

6.4 Ride Execution

  1. Once a booking is confirmed, the Driver Partner shall arrive at the designated pickup location within an estimated time window.
  2. The User is responsible for ensuring timely availability at the pickup point.
  3. The trip shall be performed directly by the Driver Partner, who is solely responsible for vehicle operation, safety, compliance with applicable laws, and service quality.
  4. The Company does not control, supervise, or manage the transportation services provided by Driver Partners.

6.5 OTP / Ride Verification

  1. The Platform may generate a one-time password (OTP) or similar verification mechanism to confirm trip initiation.
  2. The User shall share the OTP only with the assigned Driver Partner at the time of ride commencement.
  3. The Company shall not be responsible for any consequences arising from sharing OTP with unauthorized persons.

6.6 Ride Completion

  1. The ride shall be deemed completed once the User reaches the final drop location and the OTP generated by the Platform is shared with the assigned Captain. Upon successful verification, the ride is marked as completed.
  2. The Platform may request feedback from Users regarding the trip experience to improve service quality.

6.7 Cancellations and No-Show

  1. Users and Driver Partners may cancel a booking subject to cancellation rules defined separately under the Cancellation Policy.
  2. Repeated cancellations or misuse of the Platform may result in temporary suspension or restriction of access to services.

7. User Conduct & Acceptable Use

This section governs the standards of behavior expected from all Users while accessing or using the Platform and Services. It is intended to ensure safe, lawful, and fair use of the Platform and to protect the integrity of the ecosystem involving Users, Captains, and the Company.

7.1 General Conduct Obligations

  1. Users shall use the Platform in a lawful, responsible, and respectful manner at all times.
  2. Users agree not to engage in any activity that may:
  1. Disrupt the functioning of the Platform.
  2. Harm the reputation, systems, or infrastructure of the Company.
  3. Endanger the safety or rights of Captains or other Users.
  1. Users shall comply with all applicable local, state, and national laws while using the Services.

7.2 Prohibited Activities

Users are strictly prohibited from engaging in the following activities:

  1. Illegal Use
    1. Using the Platform for any unlawful, fraudulent, or unauthorized purpose, including but not limited to transportation of illegal goods or engaging in criminal activity.
  2. Misuse of Platform
    1. Creating fake bookings or fraudulent ride requests.
    2. Manipulating pricing, promotions, or incentives.
    3. Attempting to bypass or interfere with Platform systems.
  3. Harassment and Misconduct
    1. Abusive, violent, threatening, or discriminatory behavior toward Captains or other Users.
    2. Sexual harassment, verbal abuse, or any form of intimidation.
  4. Damage or Misuse of Vehicles
    1. Deliberate damage to a Captain’s vehicle or property.
    2. Smoking, drinking alcohol, or consuming prohibited substances inside the vehicle where not permitted by law or Captain rules.
  5. Security Violations
    1. Attempting to gain unauthorized access to the Platform, accounts, or systems.
    2. Introducing viruses, bots, malware, or any harmful code.
  6. Commercial Misuse
    1. Reselling, sublicensing, or commercially exploiting the Platform without prior written consent of the Company.
    2. Using the Platform for competing services or data extraction purposes.

7.3 Account Responsibility

  1. Users are solely responsible for all activities conducted through their account, whether authorized or not.
  2. Users must maintain confidentiality of login credentials and immediately notify the Company of any suspected unauthorized access.
  3. The Company shall not be liable for any loss arising from unauthorized use of a User’s account.

7.4 Platform Integrity

Users shall not:

  1. Reverse engineer, decompile, or modify the Application.
  2. Scrape, extract, or collect data from the Platform using automated tools.
  3. Interfere with Platform operations or security systems.

Any attempt to compromise Platform integrity may result in immediate suspension or termination of access.

7.5 Content Standards

Users shall not upload, transmit, or share any content that is:

  1. Defamatory, obscene, offensive, or unlawful.
  2. Infringing on intellectual property or privacy rights of any third party.
  3. Misleading, false, or fraudulent in nature.

The Company reserves the right (but not the obligation) to monitor, review, or remove content at its sole discretion.

7.6 Safety Compliance

  1. Users shall follow all safety instructions provided by Captains during rides.
  2. Users shall not interfere with driving operations, route decisions, or vehicle handling in a manner that compromises safety.
  3. The Company encourages Users to report any safety concerns through available in-app mechanisms.

7.7 Enforcement Actions

In the event of any violation of this Acceptable Use Policy, the Company may take one or more of the following actions at its sole discretion:

  1. Warning issuance.
  2. Temporary suspension of account.
  3. Permanent termination of account.
  4. Restriction from accessing certain features.
  5. Reporting to law enforcement authorities, where required.

The Company reserves the right to act immediately without prior notice in cases involving fraud, safety risks, or legal violations.

7.8 No Liability for Third-Party Conduct

  1. The Company is not responsible for the conduct, behavior, or actions of Captains or other Users.
  2. Any disputes arising from interactions between Users and Captains are strictly bilateral and must be resolved independently.

8. Pricing Structure & Payment Terms

8.1 Platform Fee

  1. The Company may charge a platform fee, convenience fee, or service fee for facilitating access to the Platform and connecting Users with Captains.
  2. Such platform fee may be charged as:
  1. A fixed amount per transaction.
  2. A percentage of the trip fare.
  3. Any other dynamic model as determined by the Company from time to time.
  1. The Platform Fee is earned solely for technology facilitation services and does not relate to transportation services.

8.2 Booking Payment, Settlement & Cancellation Policy

  1. Advance Booking Payment (20%) – The User is required to pay 20% of the total fare as an advance at the time of booking the ride.
  2. Remaining Payment (80%) Before Ride Start – Once the Captain arrives at the User’s pickup location, the remaining 80% of the fare must be paid by the User to the Captain before the ride begins.
  3. Early Cancellation Refund (Full Refund) – If the User cancels the ride before the specified time limit, a full refund (100% of the advance payment) will be issued.
  4. Late Cancellation / Captain Arrived Scenario – If the Captain has already arrived at the pickup location and the User cancels the ride, 50% of the advance payment will be refunded to the User, and the remaining 50% will be transferred to the Captain’s account/dashboard.

8.3 Payment Flow and Settlement

  1. Payments for Services may be made through cash, digital payment methods, or any other modes supported by the Platform from time to time.
  2. Where digital payments are facilitated through the Platform:
  1. The Company acts solely as a technology facilitation and payment collection intermediary between Users and Captains.
  2. The Company does not provide transportation services and shall not be deemed to be a transport service provider under any applicable law.
  3. All payment obligations for transportation services arise solely between the User and the Captain.
  1. The Company may deduct applicable platform fees, taxes (if applicable), and other charges before remitting the remaining amount to the Captain.
  2. Settlement of amounts to Captains shall be processed through the Platform’s designated system (wallet or bank transfer) within timelines prescribed by the Company.

8.4 Taxes & Statutory Charges

  1. All applicable taxes, levies, GST, or government-imposed charges shall be borne as per applicable law.
  2. The Company may, where required by law, collect and remit applicable taxes on behalf of Users or Captains.

8.5 Fare Payment Structure

  1. Advance Booking Payment – User shall pay 20% of the estimated fare at booking confirmation.
  2. Pre-Ride Balance Payment – Remaining 80% shall be payable to the Captain upon arrival at pickup location and prior to ride commencement.

Failure to complete full payment may result in cancellation of the ride by the Captain without any liability on the Platform.

9. Payment Role Classification

9.1 Captain as Independent Service Provider

  1. Captains are independent, self-employed service providers and not employees, agents, or representatives of the Company.
  2. Captains are solely responsible for:
  1. Providing transportation services.
  2. Determining acceptance of ride requests.
  3. Execution, safety, and quality of service.
  4. Compliance with applicable laws, permits, and regulations.
  1. Any payment received for transportation services is deemed to be consideration for services rendered directly by the Captain to the User.

9.2 Payment Disputes

  1. All payment-related disputes between the User and the Captain shall be resolved directly between the concerned parties.
  2. The Company may, at its sole discretion:
  1. Assist in facilitating communication.
  2. Temporarily hold disputed amounts.
  3. Conduct internal review of transaction logs.
  1. However, the Company shall not be liable for any financial loss arising out of such disputes.

9.3 Risk Allocation in Payments

  1. The User assumes responsibility for timely payment of fare amounts as agreed with the Captain.
  2. The Captain assumes responsibility for:
  1. Valid service execution.
  2. Correct fare communication (where applicable).
  3. Lawful acceptance of payments.
  1. The Company shall bear no financial risk arising from:
  1. Payment defaults.
  2. Fraudulent transactions between Users and Captains.
  3. Offline or cash dealings outside the Platform.

9.4 Regulatory Positioning

  1. The Parties acknowledge that the Platform functions as an aggregator/intermediary model and not as a transportation enterprise.
  2. Nothing in this clause shall be construed to create:
  1. Employment relationship between the Company and Captains.
  2. Partnership or joint venture between the Company and Captains.
  3. Principal–agent relationship for service delivery.

10. Cancellation and Refund Policy

This policy defines the conditions under which cancellations are permitted and the manner in which refunds or compensation shall be processed between Users and Captains.

10.1 General Policy

  1. These Cancellation and Refund Terms govern all cancellations of bookings and related refund matters on the Platform.
  2. The Platform acts solely as a technology intermediary connecting Users and independent Captains and does not provide transportation services.
  3. All cancellations and refunds are subject to these Terms, applicable laws, and operational policies of the Platform.

10.2 Cancellation by User

Early Cancellation (Before Captain Dispatch or Arrival):

  1. The User will receive a full refund of the advance payment made.
  2. In this situation, the Captain has not invested time or fuel, and no deduction is applicable.
  3. The Company acts only as a facilitator and does not charge additional fees unless explicitly stated.

Late Cancellation (After Captain Arrival):

  1. If the User cancels after the Captain has reached the pickup location:
  1. 50% of the advance payment will be refunded to the User.
  2. 50% of the advance payment will be paid to the Captain as compensation.

This compensation is provided because the Captain has already invested time, fuel, and lost a potential ride opportunity.

10.3 Settlement Process

  1. The Captain’s share will not be paid directly by the User.
  2. It will be processed through the Platform’s wallet or account system.
  3. The amount will be transferred within the defined settlement cycle as per Platform policy.

10.4 Cancellation by Captain

  1. No cancellation fee shall be charged to the User.
  2. The Platform may attempt to assign an alternative Captain.
  3. Repeated or unjustified cancellations may lead to penalties or account suspension of the Captain.

10.5 No-Show Policy

User No-Show:

  1. Booking may be marked as “No-Show”.
  2. Cancellation or no-show fee may be charged.
  3. No refund shall be applicable.

Captain No-Show:

  1. No charges shall apply to the User.
  2. The Platform may take disciplinary action against the Captain.

10.6 Refund Policy

Eligible Refund Cases:

  1. Duplicate payment.
  2. Technical failure where service was not initiated.
  3. Verified non-performance of service by Captain.
  4. Platform-side error.

Non-Refundable Cases:

  1. Completed or partially completed trips.
  2. User cancellation after service initiation.
  3. No-show situations caused by the User.
  4. Disputes without verifiable evidence.

10.7 Platform Fee

  1. Platform or service fees are generally non-refundable.
  2. Exceptions may apply in cases of system error, duplicate charges, or verified technical failure.

10.8 Refund Processing

  1. Approved refunds shall be processed within 2–5 business days, subject to bank or payment gateway timelines.
  2. The Platform shall not be responsible for delays caused by third-party financial institutions.

10.9 Fraud & Misuse Protection

  1. The Platform reserves the right to reject refunds or cancellations in cases of:
  1. Fraudulent or abusive activity.
  2. Repeated misuse of cancellation features.
  3. Suspicious transaction patterns.
  4. Violation of Platform Terms.

The Company may investigate and take legal or account-level action where necessary.

10.10 Limitation of Responsibility

  1. The Company is not responsible for disputes between Users and Captains.
  2. Delays in refunds caused by banks or payment systems.
  3. Service disruptions due to external factors.
  4. Losses arising from cancellations beyond Platform control.

11. Captain Onboarding & Eligibility

11.1 Nature of Relationship

  1. Captains are independent, self-employed service providers engaging with the Platform on a non-exclusive basis.
  2. Nothing in these Terms shall be construed to create an employment, partnership, agency, or joint venture relationship between the Company and the Captain.

11.2 Eligibility Criteria

  1. To register as a Captain, an individual must:
  1. Be at least 18 years of age.
  2. Be legally competent to enter into binding agreements.
  3. Hold a valid driving license issued by a competent authority.
  4. Possess a registered and roadworthy vehicle.
  5. Comply with all applicable transport, motor vehicle, and tax laws.
  6. Provide valid identity and address verification documents.

The Company may introduce additional eligibility requirements as per legal or operational needs.

11.3 Documentation Requirements

  1. Captains may be required to submit:
  1. Government-issued ID (Aadhaar, PAN, Passport, etc.).
  2. Valid driving license.
  3. Vehicle Registration Certificate (RC).
  4. Vehicle insurance certificate.
  5. Pollution Under Control (PUC) certificate.
  6. Bank account details for settlements.
  7. Any additional documents required by law or Company policy.

The Company reserves the right to verify, approve, or reject any submitted documents at its discretion.

11.4 Verification & Background Checks

  1. The Company may conduct background checks directly or via third-party services.
  2. These checks may include:
  1. Identity verification.
  2. Driving history verification.
  3. Criminal record checks (where permitted).
  4. Fraud and risk assessment screening.

Account approval is subject to successful completion of verification.

11.5 Onboarding Process

  1. Application submission via Platform.
  2. Document upload and verification.
  3. Profile creation and approval.
  4. Training or orientation (if required).
  5. Activation of Captain account.

The Company may approve or reject onboarding applications without providing reasons.

11.6 Account Activation & Access

  1. Captains will gain access to receive ride requests upon successful onboarding.
  2. Activation does not guarantee ride allocation or earnings.
  3. Access may be modified, restricted, or suspended at any time.

11.7 Ongoing Compliance Obligations

  1. Captains must ensure continuous compliance with:
  1. Valid documents and licenses.
  2. Road safety and transport regulations.
  3. Platform policies.

Non-compliance may lead to suspension or termination.

11.8 Company Rights

  1. The Company reserves the right to:
  1. Reject onboarding applications.
  2. Suspend verification processes.
  3. Terminate Captain access post onboarding.

Such actions may be taken in cases of false documentation, fraud, safety concerns, or policy violations.

11.9 Earnings Disclaimer

  1. The Company does not guarantee minimum income or ride volume.
  2. Earnings depend on user demand, ride acceptance, and Captain availability.

11.10 Independent Contractor Confirmation

  1. Captains are independent contractors and are responsible for:
  1. Vehicle operation and maintenance.
  2. Fuel and operational expenses.
  3. Taxes and statutory obligations.
  4. Compliance with applicable laws.

The Company shall not be liable for employment-related claims, benefits, or obligations.

12. Captain Responsibilities

The Captain shall be solely responsible for the safe, lawful, and professional execution of all transportation services accepted through the Platform.

The Captain operates as an independent contractor and not as an employee, agent, or representative of the Company.

  1. The vehicle must be in proper working condition, duly registered, insured, and compliant with all applicable laws at all times.
  2. The Captain shall ensure safe driving practices, adherence to traffic rules, and passenger safety.
  3. The Captain shall maintain professional conduct and respect User dignity, privacy, and security.
  4. The Captain shall not engage in unlawful, abusive, negligent, or unsafe behavior.
  5. All operational costs including fuel, maintenance, taxes, and permits shall be borne by the Captain.

Any loss, damage, accident, injury, delay, or incident during the service shall be the sole responsibility of the Captain. The Company shall bear no liability.

The Company only acts as a technology facilitator and reserves the right to suspend or terminate Captain access in case of violations, fraud, or safety concerns.

13. Independent Contractor Status

The Captain acknowledges that they are an independent contractor and not an employee, agent, partner, or representative of the Company.

Nothing in these Terms creates an employment relationship or entitles the Captain to salary, benefits, insurance, or statutory employment rights.

  1. The Captain has full control over acceptance of rides, working hours, and service execution.
  2. The Company does not control routes, driving behavior, or daily operations.
  3. All earnings are consideration for services provided directly by the Captain to the User and not wages.
  4. The Captain is responsible for all costs including fuel, maintenance, taxes, and legal compliance.

The Captain shall not represent themselves as an employee or agent of the Company to any third party.

14. Captain Obligations & Compliance

The Captain agrees to comply with all applicable laws, regulations, and transport rules while using the Platform.

  1. All documents such as driving license, RC, insurance, and PUC must remain valid at all times.
  2. The vehicle must be roadworthy and meet all safety standards.
  3. The Captain must maintain professional behavior and respect User privacy.
  4. The Platform shall not be used for illegal, fraudulent, or abusive activities.
  5. The Captain must cooperate in audits, investigations, or legal compliance checks.

The Company may suspend or terminate access in case of violations, fraud, safety risks, or non-compliance.

15. Risk Allocation (Platform vs Captain vs User)

The Company operates strictly as a technology intermediary and does not provide transportation services or control service execution.

All risks arising from transportation services including accidents, injury, delays, loss of belongings, or service issues shall be borne solely by the Captain and/or the User depending on the situation.

  1. The Captain is responsible for vehicle operation, safety, and legal compliance.
  2. The User is responsible for personal conduct, safety, and adherence to Platform guidelines.
  3. The Company is not liable for acts, omissions, negligence, or disputes between Users and Captains.

The Platform’s role is limited to facilitating bookings and payments, and it shall not be responsible for operational risks, financial losses, or third-party claims.

Continued use of the Platform constitutes acceptance of this risk allocation framework.

16. Disclaimer of Warranties

The Platform is provided on an “as is” and “as available” basis without any warranties of any kind.

  1. The Company does not guarantee uninterrupted, error-free, or secure operation of the Platform.
  2. The Company does not warrant accuracy, reliability, or completeness of any content or pricing information.
  3. No warranties are provided regarding the quality, safety, or legality of services offered by Captains.
  4. The Platform may contain technical issues, delays, or defects for which the Company is not responsible.
  5. The Company disclaims all implied warranties including merchantability, fitness for purpose, and non-infringement.

Use of the Platform is entirely at the User’s own risk. The Company acts only as a technology facilitator.

17. Limitation of Liability

To the maximum extent permitted by law, the Company shall not be liable for any direct or indirect damages arising from use of the Platform.

  1. This includes loss of profit, data, business opportunities, personal injury, or emotional distress.
  2. The Company is not responsible for actions, negligence, or misconduct of Captains or Users.
  3. The Company is not liable for disputes between Users and Captains.
  4. Liability, if any, shall be limited to the platform fees retained by the Company for that transaction.
  5. The Company shall not be liable for delays due to technical failures, network issues, or force majeure events.

Use of the Platform is at the User’s own risk and this limitation is a fundamental part of the agreement.

18. Indemnification Obligations

Users and Captains agree to indemnify and hold harmless the Company from any claims, damages, or losses arising from their use of the Platform.

  1. This includes violation of Terms, laws, or third-party rights.
  2. Any misconduct, negligence, or unlawful activity during service.
  3. Disputes between Users and Captains.

Captains specifically indemnify the Company against accidents, injuries, or damages during rides.

The Company may take control of legal defense and the indemnifying party must cooperate fully.

This obligation survives termination of Platform use.

19. Data Collection, Usage & Privacy

The Company collects and processes user data to operate, improve, and secure the Platform.

  1. Data may include identity, contact details, location, transactions, and usage behavior.
  2. Data is used for service delivery, verification, fraud prevention, analytics, and support.
  3. The Company may share data with third-party providers, payment gateways, or legal authorities when required.
  4. Reasonable security measures are implemented, but absolute data security cannot be guaranteed.
  5. The Company does not sell personal data to unauthorized third parties.

Continued use of the Platform implies consent to data processing practices.

20. Intellectual Property Rights

All rights in the Platform including software, design, trademarks, and content belong to the Company.

  1. Users are granted a limited, non-exclusive, revocable right to use the Platform.
  2. Users shall not copy, modify, distribute, or reverse engineer the Platform.
  3. Unauthorized use may result in termination and legal action.
  4. Feedback provided by Users may be used by the Company without compensation.
  5. Third-party content remains the property of respective owners.

Use of the Platform does not grant ownership rights to Users or Captains.

21. Suspension & Termination of Account

The Company (“Zetro”) reserves the absolute right, at its sole discretion and without prior notice, to suspend, restrict, or permanently terminate any User or Driver Partner (“Captain”) account where it reasonably believes that such action is necessary for maintaining Platform integrity, user safety, legal compliance, or operational security.

  • Violation of these Terms and Conditions
  • Fraudulent activity or misrepresentation
  • Abusive or unsafe behavior
  • Repeated cancellations
  • Non-compliance with applicable laws

Upon suspension or termination, access to the Platform may be restricted and pending bookings or payments may be withheld or adjusted as per policy. The Company shall not be liable for any resulting loss or inconvenience.

The Company may investigate violations and cooperate with law enforcement where required. Obligations accrued prior to termination shall continue to remain in effect.

22. Fraud Prevention & Investigation Rights

The Company (“Zetro”) reserves the right to detect, prevent, and investigate fraudulent or suspicious activities across the Platform.

  • Fake accounts or identity misrepresentation
  • Payment fraud or misuse of promotions
  • Ride manipulation or abnormal usage patterns
  • Repeated cancellations or abuse of services

The Company may request additional documents, suspend accounts during investigation, and take corrective actions including termination, payment withholding, or reporting to authorities.

Users and Captains agree to cooperate fully in all investigations.

23. Emergency & Safety Measures

The Platform may provide safety features such as SOS alerts, ride tracking, and trip sharing to enhance user security.

However, the Company does not act as an emergency response provider and does not guarantee immediate assistance in emergency situations.

In case of emergencies, Users and Captains should contact local authorities or emergency services directly.

The Company may review safety incidents and take appropriate action including account suspension or cooperation with authorities.

24. Dispute Resolution & Arbitration

Any dispute arising from these Terms shall first be resolved through mutual discussion and good faith negotiation.

If unresolved, the dispute shall be referred to arbitration conducted by a sole arbitrator appointed by the Company.

  • Proceedings shall be in English
  • Arbitration shall be governed by Indian laws
  • The decision shall be final and binding

The Company may seek legal remedies in courts where necessary for protection of its rights or Platform integrity.

25. Governing Law & Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of India.

Courts determined by the Company shall have exclusive jurisdiction over matters not subject to arbitration.

The parties agree that this clause ensures consistency and efficient resolution of disputes and waive objections related to jurisdiction or venue.

26. Force Majeure

The Company (“Zetro”) shall not be held liable for any failure or delay in performance caused by events beyond its reasonable control (“Force Majeure Events”).

  • Natural disasters such as floods, earthquakes, storms
  • Pandemics, epidemics, or health emergencies
  • Government actions, war, terrorism, civil unrest
  • Power failures, internet outages, cyberattacks
  • Any unforeseen technical or operational disruptions

During such events, obligations of the Company shall be suspended, and it shall not be liable for any loss or delay. The Company will attempt to resume services as soon as possible.

27. Third-Party Links & Services

The Platform may include third-party services such as payment gateways, maps, or verification tools for convenience.

  • The Company does not control or own these services
  • No responsibility for their accuracy, availability, or policies
  • Usage of third-party services is at your own risk

The Company is not liable for disputes, fraud, or issues arising from third-party platforms.

28. Notices & Communication

All communications from the Company (“Zetro”) shall be made electronically via:

  • Email
  • SMS
  • In-app notifications
  • Website updates

Users and Captains must ensure their contact details are accurate. The Company is not responsible for failed communication due to incorrect details.

Continued use of the Platform implies consent to receive electronic communication.

29. Assignment of Rights

Users and Captains shall not transfer or assign their rights without prior written consent of the Company.

The Company reserves the right to transfer or assign its rights to any affiliate, successor, or acquirer without prior notice.

Continued use of the Platform implies acceptance of such changes.

30. Amendments & Updates

The Company reserves the right to modify or update these Terms at any time for legal, operational, or business reasons.

Updated Terms will be communicated via Platform notifications, email, or other digital means.

Continued use of the Platform after updates constitutes acceptance of revised Terms.

31. Severability & Waiver

If any provision is found invalid or unenforceable, the remaining provisions shall continue in full effect.

Failure of the Company to enforce any right shall not be considered a waiver of that right.

Any waiver must be in writing and shall not apply to future breaches.

32. Grievance Redressal

Users may raise complaints or grievances through the Platform or by contacting:

  • Email: zetro@gmail.com
  • Phone: [Add Your Support Number]

A complaint form is also available on the Platform for reporting technical or service-related issues.

© 2026 ZETRO. All rights reserved.