Customer Terms and Conditions

1. SERVICE NATURE

1.1 Platform Description

Nithra Ride is a technology platform that connects customers with professional drivers to drive the customer's vehicle.

1.2 Company Role

The Company does not own vehicles and does not act as a transport operator.

1.3 Driver Independence

Drivers operate independently, and the Company is not responsible for their personal actions beyond platform policies.

2. CUSTOMER ELIGIBILITY

To use Nithra Ride, you must:

• Be at least 18 years old.
• Provide accurate personal information.
• Use the platform only for lawful purposes.

3. CUSTOMER REGISTRATION & VERIFICATION

During registration, customers must provide:

• Full Name
• Mobile Number
• Emergency Contact Number
• Email (optional)
• Location
• Car Details (Nickname, Registration Number, Transmission, Type)

3.1 Vehicle Verification

If the car number does not match available government APIs, manual entry will be required.

4. BOOKING TYPES

Nithra Ride supports:

4.1 Local Trips

• One-Way
• Round Trip
• Hourly Packages (2hr, 4hr, 8hr)

4.2 Outstation Trips

• Same-Day Return
• Stay / Multi-day Travel
• One-Way Outstation Drop

4.3 Special Trip Master

Pre-defined routes or packages shown in the app.

5. BOOKING PROCESS

• 5.1 Select pickup & drop locations.
• 5.2 Choose vehicle type, trip type, date, and time.
• 5.3 View fare estimate.
• 5.4 Pay advance (if applicable).
• 5.5 Booking is assigned to nearest available driver.
• 5.6 Driver contact details are shared only after confirmation.

6. OTP VERIFICATION

The trip starts only after the Customer shares the OTP with the Driver.

Sharing OTP confirms:

• Vehicle handover
• Trip initiation
• Customer consent

7. PRICING & CHARGES

7.1 Local Trip Charges

Based on selected package (2hr, 4hr, 8hr) or distance/time.

7.2 Overtime Charges

If the trip exceeds package hours → ₹100 per extra hour.

7.3 Night Charges

Bookings between 11 PM to 6 AM → ₹200 Night Allowance applies.

7.4 Outstation Charges

• Minimum 1 day
• Max 15 days
• Daily Allowance: ₹300/day
• Extra hourly charges apply if delay occurs.

7.5 Return Charges

If one-way drop requires driver return travel, additional fee applies.

8. WAITING CHARGES

If customer delays beyond free waiting time, extra waiting charges apply as shown in the app.

9. CUSTOMER RESPONSIBILITIES

Customers must:

• Ensure the vehicle is in safe, working condition.
• Provide valid insurance, RC, and necessary documents in the vehicle.
• Ensure enough fuel for the planned trip.
• Respect drivers and avoid abusive behaviour.
• Follow scheduled pickup timing.
• Not force driver to overspeed or violate traffic rules.

If vehicle breaks down during trip, customer bears responsibility.

10. SAFETY & CONDUCT RULES

Customers must:

• Avoid asking the driver to perform illegal or unsafe acts.
• Not carry illegal items in the vehicle.
• Allow driver rest during long trips if required.
• Avoid forcing off-route travel unless necessary.

11. CANCELLATION POLICY

11.1 Customer Cancellation

If customer cancels after booking confirmation:

• Cancellation charges may apply.
• If cancelled after 1 hour of confirmation, cancellation fee will be charged.

11.2 Driver Unavailability

If no driver is available, booking may be delayed or cancelled without charges.

12. PAYMENT TERMS

Accepted methods:

• Online Payment
• App Wallet
• Cash to Driver
• QR Payment

12.1 Advance Payment

Some bookings require partial or full advance.

12.2 Refunds

Refunds apply only:

• If booking is cancelled by Nithra Ride
• If no driver is allocated within reasonable time

Refund via original payment method within 3–7 working days.

13. DAMAGE, LOSS & LIABILITY

13.1 Vehicle Ownership

Vehicle is owned by Customer; the driver only operates it.

13.2 Nithra Ride Limitation

Nithra Ride is not liable for:

• Pre-existing vehicle damage
• Loss of personal belongings
• Mechanical failure during trip
• Traffic fines (paid by Customer unless caused by Driver negligence)

13.3 Driver Negligence

If driver damages vehicle due to negligent driving, Nithra Ride will assist with driver details for insurance/legal claim.

14. CUSTOMER MISCONDUCT

Account may be suspended or terminated for:

• Harassment or misbehaviour towards drivers
• Non-payment
• Fraudulent bookings
• Abusive language or threats
• Forcing driver into unsafe conditions
• False claims or misuse of app

15. PRIVACY & DATA USAGE

By using the app, customer agrees that Nithra Ride may collect and process:

• Name, phone number, location
• Trip history
• Vehicle details
• Payment information

All data is handled as per the official Privacy Policy displayed on nithra.mobi.

Customer must not misuse driver details shared for trip purposes.

Please review our Privacy Policy for detailed information.

16. LIMITATION OF LIABILITY

Nithra Ride does NOT guarantee:

• Continuous availability of drivers
• Ride timings during traffic or emergencies
• Driver performance beyond platform guidelines

The Company is not responsible for:

• Accidents
• Vehicle breakdowns
• Delays due to traffic or weather
• Loss or theft of items
• Acts of third-party drivers

Maximum liability in any case is limited to the amount paid for the booking.

17. TERMINATION OF ACCESS

Nithra Ride may suspend or terminate Customer access if:

• Terms are violated
• Fraudulent or abusive behaviour occurs
• Fake bookings are placed
• Payment failures are repeated

18. DISPUTE RESOLUTION

Disputes are resolved in the following order:

• Customer Support
• Written complaint
• Arbitration under the Arbitration & Conciliation Act, 1996

Courts of Tamil Nadu shall have exclusive jurisdiction.

19. MODIFICATION OF TERMS

Nithra Ride may update these Terms anytime.

Continued use of the app means acceptance of updated Terms.