These Terms & Conditions ("Terms") govern your access to and use of the Pickup & Drop customer app, the Pickup & Drop Rider app, and this website (together, the "Service"), operated by Pickup & Drop ("we", "us", "our"). By creating an account or using the Service, you agree to these Terms.
On this page
01 The service
Pickup & Drop is a platform that connects customers who need a parcel picked up and delivered with independent riders who fulfil those deliveries, and provides an admin dashboard for operating the platform. We facilitate the booking, tracking, and payment for deliveries; we are not a postal service or common carrier.
02 Eligibility & accounts
- You must be at least 18 years old to create an account.
- You must provide accurate registration information and keep it up to date.
- You're responsible for all activity on your account and for keeping your login credentials secure.
- Riders may be required to complete an onboarding/verification step, set by the platform operator, before accepting orders.
03 Booking & fares
- To book a delivery, you choose a parcel category, set a pickup and drop-off address, and review the fare before confirming.
- Fares are calculated from a base fare plus distance, and shown to you in full — including any coupon discount applied — before you pay.
- Once an order is placed, it's offered to nearby available riders; acceptance is not guaranteed to be instant and depends on rider availability.
04 Payments
- You may pay by cash on delivery, card (via Stripe), or UPI/wallet (via Razorpay), where enabled by the platform operator.
- For card and UPI/wallet payments, charges are processed by our payment providers at the time of booking or delivery, depending on configuration.
- Riders' earnings are tracked per completed order and can be withdrawn as a payout request, which is reviewed and approved by an administrator.
05 Cancellations & refunds
- An order can be cancelled by the customer while it is pending, confirmed, or has a rider assigned — before the parcel has been physically picked up.
- If a wallet balance was applied to a cancelled order, it is credited back to your wallet automatically.
- Refunds to an original card or UPI payment method are not processed automatically on cancellation; contact support if you paid by card or UPI and are owed a refund.
- Once a parcel has been picked up, an order can no longer be cancelled through the app — contact support for help with an in-progress delivery.
06 Rider terms
- Riders using the Rider app operate as independent providers of delivery services, not as employees of Pickup & Drop, unless a separate agreement with the platform operator says otherwise.
- Riders must complete delivery confirmation using a live camera photo taken at the moment of drop-off — photos from a gallery or taken elsewhere are not accepted, to keep proof-of-delivery trustworthy for both customers and riders.
- Riders are expected to handle parcels carefully, follow the addresses and notes provided, and communicate promptly through the app if a delivery cannot be completed as booked.
- Riders are responsible for holding any license, registration, or insurance required by local law to operate their delivery vehicle.
07 Prohibited items
You may not use the Service to send: illegal goods or substances; weapons, explosives, or hazardous materials; live animals; currency or bearer instruments; or any item prohibited by applicable law. We and our riders may refuse to transport any item that appears to violate this section.
08 Acceptable use
- Don't misuse the Service — including attempting to circumvent fares, submitting false delivery confirmations, or harassing another user.
- Don't use the Service for any unlawful purpose, or in a way that could damage, disable, or impair it.
- Don't attempt to access another user's account or data without authorization.
09 Liability & disclaimers
- We provide the Service "as is." While we work to make tracking, fare calculation, and delivery matching reliable, we don't guarantee uninterrupted availability or a specific delivery time.
- We act as an intermediary connecting customers and riders; we are not liable for loss or damage to a parcel beyond what applicable law requires, except where caused by our own gross negligence or willful misconduct.
- To the fullest extent permitted by law, our liability for any claim relating to the Service is limited to the fare paid for the order giving rise to the claim.
10 Suspension & termination
We may suspend or terminate access to the Service for accounts that violate these Terms, engage in fraud, or pose a risk to other users. You may stop using the Service, or request account deletion, at any time from within the app.
11 Governing law & disputes
These Terms are governed by the laws of the jurisdiction in which the platform operator is established, without regard to conflict-of-law principles. (Platform operators should replace this section with the specific governing law and dispute-resolution process for their business.)
12 Changes to these terms
We may update these Terms from time to time. We'll update the "Last updated" date above when we do, and continued use of the Service after a change means you accept the updated Terms.
13 Contact us
Questions about these Terms can be sent to info@demo.com, or through the Contact form on this site.