Terms of Service

# Terms and Conditions — Courier Sarathi ## 1. Purpose and Scope Courier Sarathi operates a peer-to-peer parcel delivery platform, accessible via its mobile application (the "Platform"), which allows users to post trips or parcel delivery requests to connect with other users for the purpose of transporting parcels. The Platform is designed to put travellers ("Sarathis") travelling to a given destination on their own account in touch with users ("Senders") wishing to send a parcel in the same direction, in order to allow them to share the trip and the associated costs. **1.1 Nature of Service.** You understand and acknowledge that Courier Sarathi is a technology aggregator and an intermediary. It is not a party to any agreement, contract, or contractual relationship of any nature whatsoever entered into between Members of the Platform. Courier Sarathi is not a "Common Carrier" or a courier service under applicable law. It does not own or operate vehicles, does not employ Sarathis, does not take custody of Parcels, and does not process or hold payments for the Delivery Fee between users. The delivery arrangement is a private undertaking between the Sender and the Sarathi. **1.2 Intermediary Status.** In accordance with the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023, Courier Sarathi acts as an intermediary providing a communication system for the exchange of information between users. Courier Sarathi does not initiate the transmission, select the receiver of the transmission, or select/modify the information contained in the transmission. **1.3 Acceptance of Terms.** By creating an account, clicking "Sign Up," or "Accept Terms," you acknowledge that you (i) have read and (ii) accept all the present T&Cs in full. These Terms constitute a legally binding agreement between you and the operator of Courier Sarathi. --- ## 2. Definitions In this document: - **"Advert"** means a listing concerning a Trip (posted by a Sarathi) or a delivery request (posted by a Sender) on the Platform. - **"Sarathi"** means the Member who offers, on the Platform, to transport a parcel for another person in exchange for a Delivery Fee. - **"Sender"** means the Member who requests a parcel to be transported by a Sarathi. - **"Receiver"** means the third-party individual designated by the Sender to receive the Parcel at the destination. - **"Member"** means any natural person who has created an Account on the Platform. - **"Trip"** means the journey which is the subject of an Advert. - **"Booking"** means the digital operation by which a Sender reserves a Sarathi's parcel-carrying capacity. - **"Active Mission"** means the status of a Booking from the moment it is marked as "Picked Up" until it is marked as "Delivered" or "Completed." - **"Meeting Point"** means the specific geographic coordinates (Latitude/Longitude) agreed upon via the Platform for the pickup or drop-off of a Parcel, which may differ from the Member's home or business address. - **"Delivery Fee"** means the cost-sharing contribution agreed directly between the Sender and the Sarathi. This fee is paid offline (e.g., Cash or direct UPI) and is not processed, held, or transferred by the Platform. - **"Platform Access Fee"** means the fee (if any) charged by Courier Sarathi to Members for the use of its technology services. - **"Declared Value"** means the monetary value of the Parcel's contents as stated by the Sender at the time of Booking. - **"Proof of Service"** means the combined digital record of the in-app OTP (One-Time Password) verification and the Parcel Photo captured at both pickup and delivery points. - **"Handshake"** means the mandatory verification process involving the exchange of an OTP to confirm the successful transfer of a Parcel. - **"KYC Verification"** means the identity verification process involving the submission of a selfie and ID documents (e.g., DL, PAN) which are retained for 90 days for safety auditing. - **"Member Content"** means any data, text, or images (including Adverts, profile photos, ratings, and parcel photos) uploaded to the Platform by a Member. --- ## 3. Registration and Account Creation ### 3.1 Conditions of Registration The use of the Platform is strictly reserved for natural persons aged 18 or over. By registering, you warrant that you meet this age requirement. Courier Sarathi is an "Adults Only" platform. ### 3.2 Creation of an Account To access the Platform, you must create an Account. The Platform supports several registration methods: - **Primary Identity:** Verification of a mobile number via SMS OTP. - **Third-Party Auth:** Signing in or linking via a Google Account. - **Email Verification:** While providing an email is optional, if provided, it must be verified using the Platform's in-app Email OTP system to be considered a "Verified Email." You are responsible for all activity on your Account and must declare your vehicle and fuel type (if acting as a Sarathi) for accurate mission calculations. ### 3.3 Identity & KYC Verification (Safety Auditing) To ensure community safety, Sarathis (and Senders tendering high-value items) must undergo a mandatory Identity Verification process. - **Process:** You must provide: 1. A clear photograph of your valid Driving Licence. 2. A "Liveness Selfie" where you are holding your Driving Licence next to your face to confirm identity match. - **Data Retention:** Courier Sarathi retains these identity document images for a period of 90 days. This retention period is necessary for safety auditing, allowing the Platform to assist in dispute resolution or law enforcement inquiries related to missions performed during that window. - **Purge:** After 90 days of inactivity or document expiration, images are purged from our active storage. Basic verification metadata (status/timestamp) is retained for your permanent profile record. - **Restricted Data:** Courier Sarathi does not collect, request, or store Aadhaar numbers or PAN details. Do not upload these documents to the Platform. - **Security Lock:** You cannot change your legal name on the profile while an Active Mission is in progress. --- ## 4. Use of Services ### 4.1 Posting Adverts and Searching - **Sarathis:** Only Sarathis may post Adverts indicating their departure, destination, vehicle type, and available parcel capacity. By posting, a Sarathi undertakes to perform the Trip as described. - **Senders:** Senders use the Platform to search for available Adverts. A Sender selects a Sarathi based on the route, price, and available capacity. The Sender is solely responsible for providing accurate details about the Parcel, including its contents and Declared Value. ### 4.2 Booking Confirmation and Data Disclosure When a Sender makes a Booking request, it must be accepted by the Sarathi. - **Privacy:** Contact details (mobile number) and precise Meeting Points are hidden until the Sarathi explicitly accepts the Booking. - **Commitment:** Once accepted, both parties receive a Booking Confirmation. At this stage, both parties are committed to meeting at the agreed time and place to coordinate the handoff. ### 4.3 Mission Stages and Responsibilities The Platform utilizes real-time status updates to coordinate the mission. Users will receive push notifications at each stage: 1. **Arrived at Pickup:** The Sarathi marks their arrival at the pickup Meeting Point. The Sender must be present with the Parcel. 2. **Verify & Photo:** The Sarathi inspects the Parcel and captures the mandatory Parcel Photo. 3. **Handoff (OTP):** The Sender provides the 4-digit Pickup OTP to the Sarathi to mark the parcel as "Picked Up." 4. **In Transit:** The Sarathi performs the Trip. The Sender can track the mission status through the app. 5. **Delivery Handshake:** Upon arrival at the destination, the Sarathi meets the Receiver. The Receiver must provide the final Delivery OTP to the Sarathi. 6. **Completion:** Once the final OTP is entered, the mission is marked "Completed." ### 4.4 Mandatory Proof of Service (The Handshake) You acknowledge that the completion of the in-app OTP verification and the capture of the Parcel Photo constitute the only platform-recognized proof of service. Courier Sarathi uses these digital records to facilitate dispute resolution. Without these records, the Platform cannot verify that a delivery occurred. ### 4.5 Right to Inspect and Deny At the pickup point, the Sarathi has the right to inspect the Parcel's contents. - **Safety Denial:** If the Parcel contains prohibited items or if the Sender refuses inspection, the Sarathi has the right to Deny the parcel immediately. - **Capacity Denial:** If the Parcel is significantly heavier or larger than what was booked (exceeding the chosen Weight Category), the Sarathi may refuse the Parcel without penalty. - **No-Show:** If a party fails to arrive at the Meeting Point within 15 minutes of the agreed time, the other party may cancel the Booking as a "No-Show." --- ## 5. Prohibited Items To ensure the safety of our Members and compliance with the laws of India, the following items are strictly prohibited from being tendered by Senders or transported by Sarathis: ### 5.1 List of Prohibited Items - **Illegal & Dangerous Goods:** Drugs, narcotics, weapons, ammunition, explosives, or any item whose possession is restricted by law. - **Restricted Valuables:** Cash, gold, silver, precious stones, jewelry, or high-value negotiable instruments (e.g., bonds, cheques). - **Living/Perishable Goods:** Live animals, birds, or perishable food items that require specialized refrigeration or temperature control. - **Hazardous Materials:** Flammable, corrosive, radioactive, or otherwise hazardous materials (e.g., batteries, chemicals, pressurized containers). - **Contraband:** Counterfeit goods, pirated material, or items intended for illegal sale. - **High-Value Items:** Any item with a total value exceeding the platform's Value Cap (currently set at ₹[Value Cap], as configured by the Admin Portal and displayed in-app during booking). ### 5.2 Value Cap and KYC The Declared Value of a parcel must be accurate. If a parcel's value exceeds the KYC Threshold (as defined in the System Policy), the Sender must complete identity verification before the Booking can be finalized. ### 5.3 User Responsibility and Misdeclaration - **Sender's Liability:** The Sender is solely responsible for ensuring the Parcel does not contain prohibited items. Misdeclaring the contents of a Parcel is a breach of these T&Cs. If a Sender misdeclares a prohibited item, the Sender assumes all legal and financial liability for any resulting loss, penalty, or damage. - **Sarathi's Liability:** If a Sarathi knowingly accepts and transports a prohibited item, the Sarathi bears sole responsibility for any legal consequences or penalties. - **Reporting:** Courier Sarathi reserves the right to suspend any account found to be involved in the transport of prohibited items and to report such instances to the relevant law enforcement authorities in Maharashtra or elsewhere in India. --- ## 6. Non-Commercial and Non-Professional Purpose Courier Sarathi is a platform designed for peer-to-peer cost-sharing. You agree to use the Services only to connect with other Members on a non-professional and non-commercial basis. ### 6.1 The Cost-Sharing Principle The Delivery Fee is intended solely to contribute towards the Sarathi's actual out-of-pocket expenses for a Trip they were already planning to make. These expenses include fuel, vehicle maintenance, tolls, and parking. The Platform utilizes a Deterministic Cost Recovery model (as defined in the System Policy) to help Sarathis estimate these costs based on their vehicle efficiency and fuel type. ### 6.2 Prohibiting Profit and Professional Transport - **No Commercial Gain:** As a Sarathi, you undertake not to request or accept a Delivery Fee that generates a profit. The fee must not exceed the actual travel costs. - **No Professional Services:** You may not use the Platform to operate a professional courier or transport business. The use of commercial vehicles (e.g., vehicles with yellow number plates) is generally not permitted unless explicitly authorized for a specific mission category by the Platform. - **Usage Limits:** To prevent commercial exploitation, Courier Sarathi enforces system-wide limits on the number of parcels carried per trip and the frequency of trips on the same route. Exceeding these limits may lead to the suspension of your account. ### 6.3 Tax and Regulatory Compliance You are solely responsible for any tax implications arising from the cost-sharing contributions you receive. Courier Sarathi does not provide tax advice. You acknowledge that using a private vehicle for commercial "hire or reward" without a proper permit is a violation of the Motor Vehicles Act, 1988. By using the Platform, you warrant that your participation remains within the legal bounds of private cost-sharing. --- ## 7. Financial Conditions ### 7.1 Direct Offline Transaction The Delivery Fee is a private cost-sharing contribution determined by the Sarathi and accepted by the Sender. - **No In-App Wallet:** Courier Sarathi does not provide an in-app wallet, payment gateway, or escrow service for the Delivery Fee. - **Payment Method:** All payments for the Delivery Fee must be handled offline directly between the Sender and the Sarathi (e.g., via Cash, personal UPI, or other direct bank transfer). - **Platform Role:** Courier Sarathi is not a payment aggregator, facilitator, or fiduciary. The Platform's role is limited to recording the agreed price for the mission. ### 7.2 No Refund or Payment Disputes Because the Delivery Fee is paid offline, Courier Sarathi has no technical or legal ability to: 1. Issue refunds for cancelled or unsatisfactory missions. 2. Reverse transactions or adjudicate disputes regarding unpaid or overpaid fees. 3. Guarantee that a party will fulfill their payment obligation. Users proceed at their own financial risk and are encouraged to retain their own proof of payment (e.g., UPI transaction screenshots). ### 7.3 Platform Access Fee Courier Sarathi reserves the right to charge a Platform Access Fee for the use of its matching technology, identity verification services, and mission-tracking tools. - **Current Status:** The Platform is currently free to use, or the fee is set at ₹0, unless otherwise indicated during the Booking process. - **Future Charges:** Courier Sarathi may introduce a mandatory Platform Access Fee in the future. Members will be notified of any such fee before it is charged. This fee is a digital service charge paid directly to Courier Sarathi and is separate from the Delivery Fee paid to the Sarathi. ### 7.4 Taxes and Compliance Members are solely responsible for compliance with Indian tax laws (including GST and Income Tax) related to the cost-sharing contributions they receive or pay. The Platform does not issue tax invoices for the offline Delivery Fee. --- ## 8. Cancellation Policy ### 8.1 Cancellation by the Sarathi A Sarathi may cancel a Booking at any time before the Parcel is marked as "Picked Up." - **Permitted Cancellations:** A Sarathi may cancel without penalty for "Security Denial" (e.g., prohibited items, refused inspection) or "Capacity Denial" (parcel exceeds booked weight category). - **Excessive Cancellation:** While the Platform allows flexibility, a pattern of frequent cancellations by a Sarathi without valid justification may result in a manual review and temporary suspension of their account to maintain platform reliability. ### 8.2 Cancellation by the Sender A Sender may cancel a Booking request before the Sarathi arrives at the pickup point. - **Platform Access Fee:** If a Platform Access Fee was paid via the app, the refundability of such a fee is governed by the specific rules displayed at the time of payment. - **Direct Delivery Fee:** If the Sender has made any advance payment of the Delivery Fee to the Sarathi offline, any "refund" must be settled directly between the parties. Courier Sarathi has no ability to recover or reverse offline payments. ### 8.3 Cancellation After Pickup Once a parcel is marked as "Picked Up" (Active Mission), a mission cannot be cancelled through the standard flow. Any interruption after this stage (e.g., vehicle breakdown) must be handled through the "Abort Mission" flow in the app, which triggers an automatic report to Courier Sarathi for safety monitoring. In such cases, the Sarathi remains responsible for the safety of the Parcel until it is returned to the Sender or delivered to the Receiver as per direct mutual agreement. ### 8.4 "No-Show" at Pickup - **Waiting Period:** Both parties must wait at the pickup Meeting Point for at least 15 minutes beyond the agreed time. - **Resolution:** If the other party does not arrive, the present party may cancel the Booking as a "No-Show." ### 8.5 "No-Show" at Delivery (The Receiver) In the event the Sarathi arrives at the destination and the Receiver is not present or cannot be contacted: 1. **Mandatory Wait:** The Sarathi must wait at the destination Meeting Point for at least 20 minutes. 2. **Communication:** The Sarathi must attempt to contact both the Receiver and the Sender through the in-app calling or messaging features. 3. **Documentation:** The Sarathi should capture a photo of the destination Meeting Point through the app to prove arrival. 4. **Resolution (The "Return to Sender" Rule):** - If the Receiver remains a No-Show, the Sarathi is not permitted to abandon the Parcel in a public place. - The Sarathi must contact the Sender to arrange for the Parcel to be returned or left at a secure location (e.g., a nearby friend/relative of the Sender). - **Return Costs:** If the Sarathi is required to transport the Parcel back to the Sender or to a different location due to a Receiver No-Show, the Sender is liable to pay an additional cost-sharing contribution (Return Fee) to the Sarathi, to be settled directly offline. - **Dispute:** The Sarathi must immediately use the "Raise a Dispute" feature in the app to log the Receiver No-Show so that Courier Sarathi has a record of the mission's failure. ### 8.6 Parcel Abandonment Prohibited Under no circumstances shall a Sarathi abandon a Parcel due to a No-Show. Abandonment of a Parcel is a material breach of these T&Cs and may lead to permanent account termination and potential legal action by the Sender. --- ## 9. Behaviour Commitments ### 9.1 General Commitments You undertake to: - Comply with all laws and regulations applicable in India and the State of Maharashtra. - Not provide false, misleading, or fraudulent information (especially regarding identity and parcel contents). - Not use the Platform for any defamatory, obscene, harassing, or illegal purposes. - Not attempt to circumvent the Platform to avoid future Platform Access Fees. ### 9.2 Sarathi's Commitments As a Sarathi, you undertake to: - Hold a valid driving licence and operate a vehicle with valid third-party insurance and current registration. - Maintain your vehicle in proper working order. - Not accept any item prohibited under Article 5. - Respect the agreed pickup and drop-off times and locations. - Perform the "Handshake" (OTP and Photo) at every stage to ensure digital transparency. ### 9.3 Sender's Commitments As a Sender, you undertake to: - Package the Parcel securely to prevent damage during transport. - Ensure the Receiver is aware of the mission, has the necessary pickup/delivery details, and is present at the destination. - Provide the correct Pickup OTP to the Sarathi only after the Parcel is handed over. - Pay the agreed Delivery Fee directly to the Sarathi as per your private arrangement. ### 9.4 Receiver's Commitments As the designated recipient of a Parcel, you undertake to: - Be present at the agreed Meeting Point at the scheduled time. - Provide the Delivery OTP to the Sarathi only after inspecting the external condition of the Parcel and taking possession of it. - Cooperate with the Sarathi and the Platform in the event of a delivery dispute or a "No-Show" at the destination. --- ## 10. Restrictions, Suspension, and Termination ### 10.1 Account Closure by User You may end your relationship with Courier Sarathi at any time via the "Account Closure" or "Delete Account" option in your profile. - **Active Mission Lock:** You cannot delete your account while you have an Active Mission (i.e., a parcel has been picked up but not yet delivered). Once the mission is "Completed" or "Cancelled," the deletion option will be re-enabled. ### 10.2 Suspension and Termination by Courier Sarathi In the event of (i) breach of these T&Cs, (ii) transport of a prohibited item, or (iii) serious safety concerns, Courier Sarathi reserves the right to: - Terminate your access to the Platform immediately. - Suspend your Account temporarily or permanently following a manual review of your conduct or ratings. ### 10.3 PII Purge and Data Anonymization Upon account deletion, Courier Sarathi follows an industry-standard PII (Personally Identifiable Information) Anonymization process: - **Deletion:** Your Profile, KYC documents, and direct contact details are permanently deleted from our active database. - **Anonymization:** To maintain the integrity of our financial and safety audit records, your historical missions are not deleted. Instead, they are "Scrubbed"—all links to your identity (name, phone, specific UID) are replaced with a "Deleted User" tag. - **Audit Retention:** We retain non-identifiable transaction data (timestamps, routes, and proof-of-service logs) as required for legal compliance in India. --- ## 11. Privacy and Data Sharing **11.1 Privacy Policy Incorporation.** Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these T&Cs by reference. Please review the Privacy Policy to understand how we collect, use, and protect your personal data. **11.2 Data Sharing for Mission Coordination.** You specifically acknowledge and agree that to facilitate a Booking, Courier Sarathi must share certain data (including your name, mobile number, and Meeting Point coordinates) with your mission partner (the Sender or Sarathi). This sharing is essential to the performance of the service. **11.3 Safety and Verification Data.** You agree that for the safety of the community, Courier Sarathi may store and utilize your Identity Verification data (KYC) and Proof of Service records (Photos/OTPs) as described in Article 3.3 and Article 10.3 of these Terms. --- ## 12. Intellectual Property ### 12.1 Content Published by Courier Sarathi Courier Sarathi is the sole owner of all intellectual property rights relating to the Platform, including but not limited to the "Courier Sarathi" name, logo, software (Flutter/Dart code), database structures, and UI/UX design. - **Licence:** Courier Sarathi grants you a non-exclusive, personal, and non-transferable licence to use the Platform on your mobile device for your personal, non-commercial use in accordance with these T&Cs. - **Restrictions:** You are strictly prohibited from reproducing, decompiling, reverse-engineering, or scraping data from the Platform without prior written authorisation from Courier Sarathi. ### 12.2 Content Published by You ("Member Content") In order to operate the Platform, you grant Courier Sarathi a non-exclusive, worldwide, royalty-free licence to use, host, and display the content you provide (including Adverts, profile information, and photos) for the duration of your registration. - **Parcel Photos:** You specifically acknowledge that Parcel Photos captured during the Handshake process are stored for the purpose of mission verification and dispute resolution. These photos may be shared with the other party to the mission or with law enforcement if a dispute or illegal activity is reported. - **Ownership:** You remain the owner of your Member Content and represent that you have the right to publish such content. You are solely responsible for ensuring your content does not violate any third-party intellectual property or privacy rights. --- ## 13. Role of Courier Sarathi ### 13.1 An Online Matching Service The Platform constitutes an online matching service designed to put Members in touch with one another for the purpose of peer-to-peer parcel transport. ### 13.2 Intermediary Status Courier Sarathi acts solely as a Technology Intermediary. You acknowledge and agree that: - **Not a Party:** Courier Sarathi is not a party to any agreement, contract, or arrangement entered into between a Sender and a Sarathi. - **No Employment:** Sarathis are independent individuals and are not employees, agents, or contractors of Courier Sarathi. - **No Logistics:** Courier Sarathi does not own, operate, or manage the vehicles used for Trips. The Platform does not itself offer, provide, or supervise any transport service. - **No Custody:** Courier Sarathi never takes physical possession, custody, or control of any Parcel. ### 13.3 Limitation of Control Courier Sarathi does not control the validity, truthfulness, or legality of the Adverts posted by Members. While the Platform provides tools such as KYC Verification and the OTP/Photo Handshake, these are intended to facilitate trust between Members and do not constitute a guarantee by Courier Sarathi of the conduct or identity of any Member. ### 13.4 Liability for Conduct Courier Sarathi cannot be held liable for the conduct of a Member before, during, or after a Trip. This includes, but is not limited to: - Errors or omissions in an Advert. - The late arrival or cancellation of a Trip by a Sarathi. - The failure of a Receiver to be present at the destination. - The physical condition, loss, or theft of a Parcel during transport. --- ## 14. Operation and Availability of the Platform ### 14.1 "As Is" Basis Courier Sarathi will endeavour to keep the Platform accessible 24 hours a day, 7 days a week. However, the Platform is provided on an "as is" and "as available" basis without any guarantee of uninterrupted service. ### 14.2 Maintenance and Updates Access to the Platform may be temporarily suspended without notice for: - **Maintenance:** Routine technical updates or repairs to the server or database. - **Security:** Emergency patches to protect user data or platform integrity. - **Improvements:** Deployment of new features or UI updates. ### 14.3 Connectivity and Third-Party Factors You acknowledge that the Platform's functionality depends on factors outside of Courier Sarathi's control, including: - **Internet Connectivity:** The availability of 4G/5G/Wi-Fi networks, particularly during transit on highways. - **GPS Accuracy:** The precision of location services provided by your device and third-party map providers (e.g., Google Maps). - **Third-Party Infrastructure:** The uptime of Firebase, Google Cloud, and other underlying service providers. Courier Sarathi shall not be held liable for any loss, delay, or failure to perform a "Handshake" (OTP/Photo) caused by a lack of internet connectivity or technical failure of your mobile device. --- ## 15. Reporting of Inappropriate or Illegal Content ### 15.1 Your Responsibility to Report To maintain a safe community, Members are encouraged to report any suspicious, inappropriate, or illegal Member Content or conduct through the in-app "Report an Issue" button or by raising a Dispute via the Support screen. ### 15.2 Mandatory Reporting Categories You must report any Member who: - Tenders or transports a prohibited item (Article 5). - Uses the Platform for commercial or professional logistics purposes (Article 6). - Engages in harassment, hate speech, or defamatory behaviour. - Attempts to use the Platform for fraud or impersonation. ### 15.3 Moderation and Action Courier Sarathi implements a "Notice and Action" mechanism. Upon receiving a report: - **Review:** Courier Sarathi will conduct a manual review of the reported content or conduct. - **Evidence:** We will utilize available platform records, including Parcel Photos, OTP timestamps, and Dispute details, to assess the report. - **Sanctions:** If a violation of these T&Cs is found, Courier Sarathi reserves the right to remove the content, limit access to certain features, or suspend the offending Account as per Article 10.2. ### 15.4 Legal Requests Courier Sarathi will cooperate with valid requests from competent law enforcement authorities in India to provide information regarding manifests of illegal content or suspected criminal activity on the Platform. --- ## 16. Liability, Indemnity, and Grievance Redressal ### 16.1 Limitation of Liability (Platform Negligence) You acknowledge that Courier Sarathi is an intermediary platform and is not responsible for the physical transport of Parcels. - **Platform Negligence:** Courier Sarathi's liability is strictly limited to instances of proven technical negligence on the part of the Platform (e.g., a critical server failure that directly causes a documented financial loss). In such cases, Courier Sarathi's total liability is capped at ₹500 (Indian Rupees Five Hundred only). - **User-to-User Exclusions:** Courier Sarathi shall not be liable for any issues arising from the conduct of Members, including but not limited to: - Loss, theft, or damage of a Parcel. - Delay in pickup or delivery. - Failure of a Member to pay the agreed offline Delivery Fee. - Any accidents, injuries, or legal violations occurring during a Trip. ### 16.2 Indemnity You agree to indemnify and hold harmless Courier Sarathi and its operators from any claims, demands, or penalties arising from: - Your breach of these T&Cs. - Your violation of any law or the rights of a third party (including the Receiver). - Any Parcel contents tendered by you that violate Article 5 (Prohibited Items). ### 16.3 Reporting and Dispute Facilitation In the event of a dispute between Members, Courier Sarathi provides a "Raise a Dispute" feature. - **Facilitation:** Courier Sarathi will review the Proof of Service (OTP and Photos) and facilitate communication between the parties. - **No Arbitration:** Courier Sarathi does not act as an arbitrator, judge, or insurance provider and will not provide compensation for user-to-user disputes. ### 16.4 Grievance Redressal and Officer In accordance with the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023, the details of the Grievance Officer for Courier Sarathi are as follows: - **Name:** Kartik Kurhade - **Email:** kartikkurhade@couriersarathi.com - **Role:** Handling formal complaints regarding platform negligence, data privacy, and policy violations. We will acknowledge your grievance within 48 hours and aim to provide a resolution or a facilitation update within 30 days. --- ## 17. Modification of Terms Courier Sarathi reserves the right to modify these T&Cs at any time to reflect changes in the law, regulatory requirements, or the functionality of the Platform. **17.1 Administrative Updates.** Certain parameters, such as the Prohibited Item Value Cap (Article 5), the KYC Threshold, or the contact details of the Grievance Officer, are configured via the Platform's admin portal and may be updated from time to time. The values in force at the time of a Booking will be those displayed within the app. **17.2 Notification of Changes.** In the event of a material change to these T&Cs, Courier Sarathi will notify Members via a push notification, an in-app banner, or email. **17.3 Acceptance.** Continued use of the Platform after the publication of updated T&Cs signifies your full acceptance of the revised terms. If you do not agree to the modifications, you must stop using the Platform and may close your Account in accordance with Article 10.1. --- ## 18. Applicable Law and Dispute Resolution **18.1 Governing Law.** These T&Cs are governed by and construed in accordance with the laws of India. **18.2 Amicable Resolution.** In the event of a dispute between you and Courier Sarathi regarding the Platform's services, you undertake to first seek an amicable resolution by contacting our Grievance Officer (Article 16.4) before initiating any legal proceedings. **18.3 Jurisdiction.** Any dispute arising out of or in connection with these T&Cs that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts in Maharashtra, India.