Terms of Service

Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 2.0 (supersedes the 13 May 2026 PDF Terms & Conditions)

The contract between you and GatiMitra for use of the customer app and services.

By installing, accessing, or using the GatiMitra customer app or services, you agree to these Terms, our Privacy Policy, Content Policy, Acceptable Use Policy, Community Guidelines, EULA, and every other policy in this legal/ directory.

If you do not agree, do not use the app.

#1. Parties

#2. Eligibility

2.1 Food / parcel / courier

Open to anyone; minors should use the app under parental supervision.

2.2 Ride / mobility services

You must be 18 years or older to book cab, auto, bike, intercity, or rental rides alone. Under-18 may travel only when a parent / guardian books on their behalf and accompanies them. See Children's Privacy & Use Policy.

2.3 Legal capacity

You confirm you have the legal capacity to enter into binding agreements under Indian law and all details you provide are accurate.

2.4 Suspension for false declarations

False declarations (including age) may result in immediate suspension and account termination.

#3. Account

• Create one account per registered Indian mobile number via OTP.
• Keep credentials confidential; you are responsible for activity under your account.
• Notify us immediately at security@gatimitra.com of unauthorised access.
• We may, at our discretion, refuse account creation or service to anyone for legitimate reasons.

#4. The platform's role (marketplace, not seller of goods)

GatiMitra is an intermediary technology platform connecting you with:

• Independent restaurants and merchants (food).
• Independent drivers and aggregator-licensed vehicle operators (mobility).
• Independent delivery / courier partners (parcels).

Except where expressly stated, GatiMitra does not provide the food, ride, or delivery itself. Quality, hygiene, driving conduct, packaging, and other service-level matters are the responsibility of the relevant partner. We facilitate, monitor, and enforce — we don't operate vehicles or kitchens ourselves.

#5. Food orders

5.1 Restaurant responsibilities

Restaurants are solely responsible for food quality, hygiene, FSSAI compliance, ingredient disclosure, packaging, and accurate menu / pricing.

5.2 Delivery time

Estimated delivery time (EDT) is an estimate; actual delivery may vary due to traffic, weather, prep load, partner availability, or force majeure.

5.3 Cancellation & refunds

See Refund & Cancellation Policy §A.

5.4 Hygiene / allergens

Report issues within 24 hours via the app; we forward to the restaurant and to FSSAI authorities where appropriate.

#6. Ride / mobility services

6.1 Independent drivers

Drivers are not GatiMitra employees; they operate as independent partners under valid commercial permits, RC, fitness, and insurance per Motor Vehicles Act 1988 and Aggregator Guidelines 2020.

6.2 Pricing

See Fair Pricing Policy and Surge Pricing Disclosure. Maximum surge: 1.5× base.

6.3 Cancellation

See Refund Policy §B.

6.4 Safety

See Safety Policy, including in-app SOS, ride sharing, and women-safety features.

6.5 Lost items

See Lost & Found Policy.

6.6 Insurance

Per Aggregator Guidelines, basic rider insurance applies; details on each ride confirmation.

#7. Parcels / courier

7.1 Permitted contents

See Acceptable Use Policy §3.1.

7.2 Liability

Compensation for loss / damage per Refund Policy §C and Shipping & Delivery Policy §14.

7.3 Refusal & reporting

We may refuse, inspect, suspend, or report suspicious shipments to authorities. You are solely responsible for the legality and ownership of items.

#8. Payments

Accepted: UPI, debit / credit cards, wallets, net banking, Pay-Later, COD (where supported). Payments processed by Razorpay (PCI-DSS L1). We tokenise card data per RBI Tokenisation Framework; we do not store full card numbers.

#9. Subscriptions

GMitra Max governed by Subscription Terms. Auto-renews; cancel anytime via Profile / App-Store subscriptions.

#10. Promotions & referrals

Discounts, coupons, cashback, and referrals are subject to eligibility, may be revoked or modified, and are non-transferable. Fraudulent use leads to account action.

#11. Acceptable use

See Acceptable Use Policy. Violations may result in warning, restriction, suspension, or permanent termination, and where unlawful, civil / criminal proceedings.

#12. Content & community

User-generated content (reviews, ratings, photos, complaints) must follow Content Policy and Community Guidelines. You retain ownership of your content; you grant GatiMitra a non-exclusive, royalty-free, worldwide licence to host, display, modify (for technical operation), and use it for service delivery, safety, and aggregate analytics.

#13. Intellectual property

The app, website, source code, designs, trademarks, logos, and content (other than your user-generated content) are owned by GatiMitra or its licensors. Use only as permitted by EULA and these Terms.

#14. Privacy & data

See Privacy Policy, DPDPA Compliance Notice, Permissions Rationale, Cookie & Tracking Policy, and Data Deletion Policy.

#15. Termination

You may delete your account at any time per Data Deletion Policy.

We may suspend, restrict, or terminate your account for:

• Fraud, abuse, illegal conduct, security threats, policy violations.
• Repeated payment disputes / chargebacks.
• Inactivity beyond 3 years (with notice and ample warning).
• Compliance with court orders or government direction.

We provide a written reason and an appeal route (Profile → Appeal).

#16. Disclaimer

The platform is provided "AS IS" and "AS AVAILABLE" to the maximum extent permitted by law. GatiMitra disclaims warranties of merchantability, fitness, non-infringement, accuracy, and continuous availability.

#17. Limitation of liability

To the maximum extent permitted by Indian law, GatiMitra's aggregate liability for any claim relating to a transaction is capped at the amount you paid for that transaction. We are not liable for indirect, consequential, exemplary, or punitive damages. This limit does not apply to liability that cannot be lawfully excluded (death / personal injury due to negligence, fraud).

#18. Indemnity

You agree to indemnify GatiMitra against third-party claims arising from your breach, your violation of law, or your infringement of others' rights.

#19. Force majeure

We are not liable for delays / failures due to natural disasters, civil unrest, internet outages, pandemics, government restrictions, or other events outside reasonable control.

#20. Grievance redressal

See Grievance Redressal Mechanism — mandatory under IT Rules 2021 §3(2). Grievance Officer named therein.

#21. Governing law & jurisdiction

These Terms are governed by Indian law. Disputes are subject to the exclusive jurisdiction of competent courts in [seat-of-incorporation city], India.

#22. Severability

If any provision is held invalid, the remainder continues in effect.

#23. Updates

Material changes trigger an in-app re-consent notice. Continued use after updates means acceptance. Editorial changes are silent.

#24. Entire agreement

These Terms, together with the documents in this legal/ directory, constitute the entire agreement and supersede the 13 May 2026 PDF Terms & Conditions.

#25. Contact

Owner: Legal