Terms of Use

1. What VettriRides does

VettriRides is a technology platform that connects you with independent driver partners (“drivers” or “captains”) for:

• Rides in the driver's vehicle (bike, auto, mini, sedan or SUV);
• Parcel deliveries, where a driver collects an item from a sender and delivers it to a receiver;
• Acting drivers, where a driver drives your own vehicle for a booked package of hours or days.

Drivers are independent service providers, not our employees. We verify their documents, but the driver is responsible for driving safely and lawfully. We help with any complaint about a driver (see section 11).

2. Your account

• You need an account, with a mobile number verified by OTP. Give your real name and keep your phone secure: you are responsible for bookings made from your account.
• You must be at least 18 years old to create an account.
• We may suspend or close an account that is misused, for example for fraud, abuse of drivers or staff, or unpaid fares.
• You can delete your account at any time (how).

3. Booking a ride

• Set your pickup and drop. We show the fare for each vehicle type before you book. We then offer your ride to nearby drivers; if no driver accepts, you are not charged.
• When a driver is assigned you see their name, rating, vehicle and number, and can track them live. Check these before getting in.
• Share your 4-digit ride OTP with the driver only when you are in the right vehicle: the trip cannot start without it.
• Calls between you and the driver go through a masked number: neither sees the other's real number.
• Wear a seat belt or helmet as the law requires, and don't ask the driver to break traffic rules or carry more passengers than allowed.

4. Fares and payment

• Fares are based on distance and time, the vehicle type and a booking fee where shown. At times of high demand fares may be higher; this is shown before you book.
• The quoted fare normally holds. If the trip is much longer or shorter than planned (for example a changed destination or route), the fare is recalculated on the actual distance and time.
• Tolls, parking and similar charges, where they apply, are payable in addition.
• Pay by UPI or card through our payment partner PayU at the end of the trip, or in cash to the driver. We do not store your card or UPI details.
• Fares are in Indian Rupees and include applicable taxes.

5. Cancellations

You can cancel a ride or booking before it starts. The current rules, including any charges and how refunds work, are in the Cancellation & Refund Policy.

6. Parcels

• The sender is responsible for packing the item safely and for the item being legal and accurately described (type and weight).
• Each vehicle carries parcels up to the weight shown when you book. The driver may refuse an item that is heavier, unsafe or badly packed.
• The driver collects the parcel with the pickup OTP from the sender and completes the delivery only with the delivery OTP from the receiver. Share the delivery OTP with the receiver, and the receiver should share it only after getting the parcel.
• You must not send: cash, jewellery or other valuables; alcohol, tobacco or drugs; weapons, explosives, gas cylinders or anything flammable; live animals; or anything illegal, stolen or dangerous. Prohibited items may be refused or handed to the authorities.

If a parcel is lost or damaged while with the driver, tell us within 24 hours through Help & Support. Unless the law requires otherwise, our liability for a parcel is limited to the delivery fare paid for it.

7. Acting drivers

• You book a package (4, 6 or 8 hours, or full days) for a start time and pickup point. A driver is assigned about 3 hours before the start; if none is available, we tell you and you are not charged.
• Your vehicle must be roadworthy, with a valid registration, insurance and pollution certificate, and suitable for the driver's licence. You must tell us the correct vehicle type and transmission.
• Give the driver the start OTP when they arrive. Time beyond the booked package is charged per extra hour, as shown before you book. Full-day packages include a daily driver allowance (driver beta) shown in the fare.
• Fuel, tolls, parking and permits are your responsibility. For trips needing an overnight stay, you are responsible for the driver's reasonable food and accommodation unless agreed otherwise.
• Check the vehicle with the driver at the start and end. Report any damage or problem through Help & Support within 24 hours. Traffic fines caused by the driver's driving are the driver's responsibility; those caused by the vehicle or its papers are yours.
• Pay the driver at the end of the job, by cash or UPI, the amount shown in the app.

8. Safety and conduct

• Treat drivers with respect. Harassment, violence, discrimination or damage to a vehicle may lead to your account being closed, and you may have to pay for damage.
• During a trip, tap SOS in the app to alert our safety team with your live location. In immediate danger, call 112.
• Ratings help keep the service safe: rate honestly.

9. Lost items

If you leave something in a vehicle, tell us quickly through Help & Support. We will contact the driver, but we cannot guarantee the item is recovered.

10. Liability

We work to keep the service available and safe, but we cannot guarantee a driver is always available or that the app is free of errors. To the extent the law allows, our liability for any ride, parcel or booking is limited to the amount you paid for it, and we are not liable for indirect losses such as missed appointments or business losses. Nothing in these terms limits rights you have under the Consumer Protection Act, 2019.

11. Complaints

Chat with us in the app (Help & Support), call +91 99445 44992 or email support@vettribus.com.in. If you are not satisfied, contact our Grievance Officer (see Contact & Grievances).

12. Changes, law and disputes

We may update these terms; the date at the top shows the latest version, which applies from that date. Important changes will also be shown in the app. These terms are governed by the laws of India, and the courts at Coimbatore have jurisdiction.