Terms of service

These terms are a contract between you and Tripzok. By creating an account, booking a trip, sending a parcel or accepting an offer as a partner, you agree to them. If you do not agree, please do not use the service.

1. Who we are

Tripzok is operated by the company that owns and runs the Tripzok apps and this website (“Tripzok”, “we”, “us”, “our”). Our registered entity name, registered office, corporate identity number and tax registrations appear on every invoice and are available from legal@tripzok.com on request.

You can reach us at support@tripzok.com for service issues, and at our grievance officer for complaints that have not been resolved.

2. What Tripzok is

Tripzok is a technology platform. We connect customers who need a ride, a delivery or a goods movement with independent partners who provide those services. We do not own the vehicles, we do not employ the partners, and we do not carry you or your goods ourselves.

The transport service is provided by the partner. The platform service — matching, pricing display, tracking, support and payments — is provided by Tripzok. That split matters for who is responsible for what, and it is why section 13 sets out the limits of our liability.

3. Your account

• You must be at least 18, or use the service under the supervision of a parent or guardian who accepts these terms.
• Give accurate details and keep your mobile number current. Your number is how we verify you and how we contact you about a trip.
• You are responsible for activity on your account. Do not share your OTP or sign-in code with anyone — our team will never ask for it.
• One account per person. Accounts cannot be sold or transferred.

4. Booking a trip

• A booking is confirmed when the app shows a partner assigned and, where applicable, a trip PIN.
• Check the vehicle number, the partner's name and the PIN before you get in or hand over a parcel. The PIN exists so you can be certain the right vehicle arrived.
• Fares, ETAs and availability are estimates until the trip is confirmed. Traffic, weather and demand can change them.
• For goods movement, the weight, size and nature of the load you declare must be accurate. A vehicle that is too small for an undeclared load may refuse the trip without refund.

5. Fares and payment

• The fare shown before you confirm is the fare you pay, plus any applicable tolls, parking charges or waiting time — each itemised on the receipt.
• You can pay by cash, UPI or Tripzok wallet. Bank, UPI and wallet records are the authoritative record of what was paid.
• Promotional credits and referral rewards have no cash value, cannot be transferred, and may expire as stated when issued.
• If a charge looks wrong, raise it from the trip receipt within 30 days. We investigate with the partner's trip log and correct genuine errors.

6. Cancellations

You can cancel before the trip starts. Cancellation is free until a partner has begun travelling towards your pickup; after that, a cancellation fee may apply and is credited to the partner. A partner may also cancel — if they do, you are not charged and we look for a replacement. The exact windows and fees are set out in Refunds & cancellations, which forms part of these terms.

Repeated late cancellations or no-shows can lead to account restrictions, because they cost partners real time and fuel.

7. Partner obligations

Partners using the Tripzok partner app agree to:

• hold a valid driving licence, vehicle registration, insurance and any permit required for commercial use;
• keep the vehicle clean, roadworthy and consistent with the details registered on the platform;
• verify the customer's trip PIN before starting a ride, and the handover OTP before completing a parcel or goods trip;
• follow the route shown in the app unless the customer agrees to a change;
• never ask a customer to cancel and pay outside the platform;
• follow the prohibited items policy and refuse any load they reasonably believe to be illegal or unsafe.

Partner accounts are activated only after document and vehicle verification. We may suspend a partner immediately where safety, fraud or document validity is in question.

8. Safety and emergencies

The app includes a trip PIN, live trip sharing, an in-app SOS button and access to emergency number 112. These tools help — they do not replace your own judgement or the emergency services.

In an emergency, call 112 first. Use the in-app SOS so our response desk receives the trip details, but do not wait for the app if there is immediate danger. Every report reaches a human; serious safety reports are reviewed the same day.

9. Parcels and goods

• You are responsible for packing items so they survive normal handling. Fragile items need padding and must be declared.
• Parcel weight and dimensions must be accurate. Undeclared loads above the booked limit may be refused or re-priced.
• Handover happens against an OTP. Do not release an item without it, and do not ask a partner to leave a parcel unattended.
• Vehicles are not equipped for temperature control, hazardous material, live animals or cash and valuables.
• Declared value limits and the claim process are set out in Refunds & cancellations.

10. Prohibited items

You may not book a trip to move anything illegal, dangerous or otherwise restricted. The full list is in the prohibited items policy. Attempting to send a prohibited item is a material breach of these terms, may result in immediate account termination and may be reported to the authorities.

11. Acceptable use

• Do not harass, threaten, discriminate against or assault a partner or another customer.
• Do not damage a vehicle, interfere with a partner's device, or record a partner for commercial purposes without consent.
• Do not scrape, reverse engineer or resell access to the platform, or use it to commit fraud.
• Do not create duplicate accounts to evade a suspension or to farm promotions.

12. Suspension and termination

We may suspend or close an account where these terms are broken, where a payment is reversed fraudulently, where a safety report is substantiated, or where the law requires it. Where it is reasonable to do so, we tell you why and how to appeal to the grievance officer.

You can close your account at any time from the account deletion page. Closing your account does not cancel a trip already in progress or settle an unpaid fare.

13. Liability

Nothing in these terms limits liability that cannot be limited by law, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to that:

• Tripzok is not liable for the acts or omissions of an independent partner, but we will help you raise and pursue a complaint, and we apply our partner policies and safety standards.
• We are not liable for indirect or consequential loss, including lost profit, lost opportunity or loss of business data.
• Our total liability for a claim relating to a trip is limited to the fare you paid for that trip, except where a higher statutory minimum applies.
• We do not guarantee uninterrupted availability of the app, network coverage, or the accuracy of third-party map data.

14. Complaints

Start with support so the trip record can be checked. If you are not satisfied with the outcome, escalate to the grievance officer using the details on the grievance page. We acknowledge complaints within 48 hours and aim to resolve them within 15 days, or explain in writing why more time is needed.

15. Governing law

These terms are governed by the laws of India. The courts at our registered office's jurisdiction have exclusive jurisdiction, subject to any right you have to approach a consumer commission or other statutory forum.

If any provision is found unenforceable, the rest of these terms continue to apply.

16. Changes to these terms

We update these terms when the service or the law changes. Material changes are notified in the app or by email before they take effect, and the version number and date at the top of this page always reflect the current text. Continuing to use Tripzok after a change means you accept the updated terms.