Driver Booking Terms & Conditions

Drivora operates a technology-enabled platform through which customers can request trained and verified driver partners to operate vehicles supplied by customers.

Drivora does not provide a taxi, cab, rental car or transportation vehicle. The vehicle used for a booking belongs to, or has been lawfully arranged by, the customer.

Drivora facilitates driver allocation, verification, booking management, payment collection, customer support and related services.

The customer must:

1. 1Be at least 18 years old and legally capable of entering into a contract
2. 2Be the owner of the vehicle or have the vehicle owner's permission to allow the assigned driver to operate it
3. 3Use the service only for lawful personal or business purposes
4. 4Provide complete and accurate booking, vehicle, pickup and destination information

The customer must provide a vehicle that is roadworthy, properly maintained and safe to drive. The vehicle must have valid:

• Registration certificate
• Motor insurance
• Pollution-under-control certificate, where applicable
• Permit or authorisation, where legally required

The customer must disclose any known defect, unusual control, modification, security system or operating issue before the trip begins. Drivora and the driver will not be responsible for breakdowns or losses caused by pre-existing defects, normal wear and tear, poor maintenance or insufficient fuel.

Drivora will make reasonable efforts to allocate a suitable driver based on the customer's location, vehicle type, booking time and driver availability.

Driver verification may include identity checks, driving-licence checks, experience assessment, background verification and training. Verification reflects information available when the checks are conducted and is not an unconditional guarantee of future conduct.

Driver availability and estimated arrival times are not guaranteed. Drivora may replace an assigned driver where reasonably necessary for safety or operational reasons.

A booking is considered confirmed only when confirmation is displayed in the application or communicated through an authorised Drivora channel. The booking screen will clearly display the selected service, base fare, taxes, night/overtime/waiting charges and cancellation terms.

The package duration will begin at the later of the scheduled pickup time or the driver's arrival at the pickup location. When the driver arrives on time but the customer, passengers or vehicle are not ready, package duration may begin after the grace period shown in the application.

Time exceeding the selected package will be charged at the overtime rate shown before booking.

The customer must pay the fare and charges displayed in the application. Additional charges may include:

• Overtime or additional hours
• Waiting time
• Night-service charges
• Toll, parking and state-entry charges
• Interstate or permit charges
• Driver's return travel
• Outstation boarding, meals and accommodation
• Applicable taxes

No undisclosed mandatory charge will be added after booking. Any variable charge shown before booking as an estimate will be reconciled using the actual trip information and applicable tariff.

• Overtime will be charged at the per-minute rate shown in the application before booking, after completion of the booked package duration
• Waiting charges at the same per-minute rate may apply after the permitted grace period where the customer, passengers or vehicle are not ready
• The application may notify the customer when chargeable waiting or overtime begins, wherever technically practicable

The figures on this page are Drivora's current tariff and update automatically whenever the tariff is revised; the amount shown in the application at the time of booking is the one that applies.

The applicable cancellation amount will be displayed before the customer confirms cancellation.

Refunds will be processed by the original payment method or, with the customer's explicit choice, as Drivora credits. Processing times may depend on the payment service provider or bank.

The customer must not:

• Ask the driver to violate traffic or safety laws
• Ask the driver to operate an unsafe or overloaded vehicle
• Carry unlawful or hazardous material
• Harass, threaten, discriminate against or abuse the driver
• Ask the driver to conceal an accident or traffic violation
• Permit an unauthorised person to take control of the vehicle
• Require the driver to continue when driving would be unsafe

The driver may refuse or discontinue a trip where an instruction or situation is unlawful, abusive or unsafe.

The assigned driver is required to:

• Hold a valid driving licence for the relevant vehicle category
• Follow applicable traffic and safety laws
• Not drive under the influence of alcohol, narcotics or impairing substances
• Not permit an unauthorised person to drive the vehicle
• Protect confidential customer and trip information
• Report accidents, damage and traffic violations promptly
• Return the vehicle, keys and documents as instructed

In the event of an accident or vehicle damage, the customer and driver should:

1. 1Ensure the safety of all persons and move to a safe location where appropriate
2. 2Contact emergency services where required
3. 3Inform Drivora immediately through the app or designated support channel
4. 4Take photographs and videos of the vehicle, damage and location where safe to do so
5. 5Make a police report where legally required or reasonably necessary
6. 6Inform the vehicle insurer within the insurer's prescribed timeline

The customer's motor insurance will ordinarily be the primary mechanism for handling vehicle damage.

A traffic fine resulting directly from the driver's proven violation will be addressed through Drivora's incident-resolution process and may be recovered from the responsible driver.

The customer remains responsible for fines arising from invalid or expired vehicle documents, illegal modifications, pre-existing unpaid liabilities, unlawful customer instructions or overloading by the customer or passengers.

Customers should remove cash, jewellery, electronic devices and other valuables from the vehicle or keep them under their supervision. Drivora will not be responsible for unattended personal belongings unless the loss is proven to have resulted from fraud, wilful misconduct or negligence attributable to Drivora or the assigned driver.

• The driver must be provided reasonable rest and refreshment breaks
• The driver must not be required to drive while fatigued or beyond safe and lawful limits
• Meals, accommodation and return transportation will be charged or arranged as disclosed before booking
• The customer must provide an accurate itinerary and disclose expected overnight stays
• Material route, duration or service changes may result in additional charges

Payments must be made through payment methods authorised by Drivora. The customer must not make an unauthorised direct payment to the driver. Cash payment may be made only where the booking specifically provides a cash-payment option.

The customer authorises Drivora to collect the booking amount, approved additional charges and applicable taxes. An invoice or receipt will be issued through the app, email or another authorised channel.

Drivora will not be responsible for:

• Pre-existing vehicle damage
• Mechanical or electrical failure not caused by the assigned driver
• Invalid vehicle documentation
• Loss caused by unlawful or unsafe customer instructions
• Loss of unattended personal belongings not attributable to proven wrongdoing
• Indirect, incidental or consequential losses
• Events outside Drivora's reasonable control (traffic, weather, civil disturbance, road closures)

These terms are governed by Indian law. The parties should first attempt to resolve disputes through Drivora's grievance process.

Nothing in these terms prevents a consumer from approaching the National Consumer Helpline, a Consumer Commission, a competent court or another authority available under applicable law.

For disputes that are not consumer disputes, courts at Gautam Buddha Nagar / Noida, Uttar Pradesh will have jurisdiction, subject to applicable law.

Safety incidents should be reported immediately through the emergency or support option in the application.