Terms governing the use of hailO services as a Customer, Consignor, or Sender
Effective from 25th July 2026
These Terms and Conditions ("Terms") govern the use of the delivery, logistics, and passenger transportation services provided by S V Sanghvi Transtrade Techno Pvt. Ltd. ("hailO", "Company", "We", "Us", "Our"), a company operating a technology platform that connects Customers with independent Driver Partners for the transportation of goods and passengers.
By accessing or using hailO's website, mobile application, or any related services (collectively, the "Platform" or "Services"), you ("Customer", "You", "Your", "Consignor", "Sender", or "Passenger" as applicable) agree to be bound by these Terms. If you do not agree to these Terms, you must discontinue use of the Services immediately.
This document is an electronic record and does not require any physical or digital signature.
hailO provides a technology platform that facilitates:
By creating an account or using the Services, you confirm that:
hailO operates strictly as a technology platform and intermediary connecting Customers with independent Driver Partners. hailO:
hailO shall not be liable for the acts, omissions, delays, misconduct, or negligence of any Driver Partner.
You must maintain an active personal account to use the Services, providing accurate name, contact details, and any other information requested during registration. You are solely responsible for maintaining the confidentiality of your account credentials and for all activity conducted through your account. hailO shall not be liable for any loss arising from unauthorized use of your account. hailO reserves the right to suspend or terminate any account found to contain false information, or involved in fraud, misuse, or violation of these Terms.
You represent and warrant that:
You agree to indemnify and keep indemnified hailO against any claims arising from incorrect information, unlawful goods, or misuse of the Services.
Charges displayed at the time of booking are indicative estimates. Final charges may vary based on actual distance, time, load, waiting time, or service conditions.
Payment Modes: UPI and cash only. Payment is to be made directly to the Driver Partner; the choice of payment mode is at the Customer's discretion. hailO is not responsible for disputes arising from direct payments made to Driver Partners.
As hailO acts solely as a technology platform, payments are made directly between the Customer and the Driver Partner. Any refund, adjustment, or payment dispute shall be resolved directly between the Customer and the Driver Partner. Non-payment or short payment may result in service suspension, account restriction, or recovery action.
Loading and unloading assistance is not included in the base freight charge. If required, load assistance must be requested at the time of booking and will be charged separately. If not pre-booked, the Driver Partner is not obligated to provide loading/unloading assistance; any assistance rendered is at the Customer's own risk. This excludes packing/unpacking, assembly/disassembly, and technical handling.
In the case of tempo bookings, any loading or unloading assistance shall be subject to additional charges to be discussed and settled directly with the Driver Partner. hailO is not responsible for arranging, providing, or being a party to such assistance or charges. hailO is not liable for any damage or injury occurring during loading or unloading.
Customers must accurately provide:
Incorrect or incomplete information may result in additional charges, refusal of service, cancellation, or Customer liability for resulting damages.
Where the Platform requires OTP verification to commence or complete a Service, the Customer shall share the OTP only with the assigned Driver Partner after verifying the Driver Partner's identity. Sharing the OTP with any unauthorized person shall be at the Customer's sole risk, and hailO shall not be liable for any resulting loss or misuse.
The Customer is solely responsible for the proper, secure, and adequate packaging of all goods handed over for transportation. hailO shall not be liable for loss, damage, deterioration, leakage, breakage, or contamination arising from improper or insufficient packaging, the inherent nature of the goods, or normal handling and vibration during transit.
hailO shall not be responsible for spoilage, decay, melting, leakage, breakage, expiry, or any change in the quality, freshness, or condition of such goods, irrespective of the cause, including delay or transit conditions.
13.1 Purpose. Pink Rides is a dedicated ride category offered exclusively by women Driver Partners, for women and children, aimed at providing a safe and comfortable travel option for women passengers.
13.2 Eligibility to Book.
Booking a Pink Ride for a male passenger travelling alone or accompanied by a woman, or misrepresenting the identity/gender of the traveling passenger to avail this Service, constitutes a violation of these Terms. In the event of such misuse, hailO reserves the right to:
hailO's decision on whether a violation of this policy has occurred shall be final and binding, based on available booking information, Driver Partner reports, and any other evidence available to hailO.
13.4 Safety Commitment. hailO facilitates Pink Rides in good faith to promote women's safety and does not independently verify the gender of every passenger; Customers are expected to book truthfully and in accordance with this policy. hailO is not liable for any consequence arising from a Customer's misuse or misrepresentation under this Section.
13.5 General Terms Apply. Save as modified by this Section, all other provisions of these Terms (including Sections on Liability, Driver Conduct, Cancellation, and Account Suspension) apply equally to Pink Rides bookings.
The Customer shall not transport any illegal, hazardous, or restricted goods, including but not limited to:
If such items are found to have been transported, the Customer bears full responsibility, hailO shall have zero liability, and hailO may report the matter to the appropriate authorities.
hailO shall only be responsible for loss or damage that is proven to be caused solely by hailO's gross negligence. hailO shall not be liable for:
The burden of proof in any claim lies entirely with the Customer. In no event shall hailO's aggregate liability arising out of or in connection with these Terms or the Services exceed the minimum amount permitted to be excluded under Applicable Law, or such nominal amount as hailO may specify from time to time.
hailO does not provide, arrange, or guarantee any insurance coverage for goods, passengers, or Driver Partners in connection with the Services, unless expressly stated otherwise on the Platform. Any insurance cover for goods in transit, passenger travel, or the vehicle used to provide the Service is the sole responsibility of the Customer and/or the Driver Partner to arrange independently. hailO shall not be liable for any loss, damage, injury, or claim arising from the absence, inadequacy, or lapse of any such insurance.
Claims relating to loss, damage, or service deficiency must be raised within 24 hours of delivery or completion of the ride. Claims must be accompanied by photographs, a description of the issue, and any other supporting proof. hailO reserves the right to accept, reject, or request further information regarding any claim. Late or incomplete claims shall be rejected.
All delivery and pickup timelines provided on the Platform are estimates only. hailO is not responsible for delays caused by traffic, weather, government restrictions, operational issues, or force majeure events.
Cancellation of a booking after vehicle/Driver Partner allocation may attract cancellation charges, which will be communicated to the Customer at the time of cancellation.
Where dues remain unpaid, hailO reserves the right to retain the goods, charge reasonable storage fees, and dispose of unclaimed goods after a reasonable period, without prejudice to the Customer's continuing liability for all outstanding dues.
hailO may suspend or terminate a Customer's access to the Platform in case of misuse of the Services, fraud, repeated cancellations, violation of the Pink Rides policy, or any other breach of these Terms.
A Customer may close their account at any time by submitting a request through the Platform or by writing to hailO at the contact details provided in these Terms. Account closure shall not affect any outstanding dues, pending claims, or liabilities accrued prior to the date of closure, and such obligations shall continue to bind the Customer notwithstanding closure of the account.
The Customer shall not engage in fraudulent or dishonest activities, including but not limited to creating fake accounts, placing fraudulent bookings, providing false information, misusing promotional offers, attempting unauthorized chargebacks, or impersonating another person. hailO reserves the right to suspend or permanently terminate such accounts and initiate appropriate legal action where necessary.
hailO shall not be liable for any failure or delay in performance caused by events beyond its reasonable control, including natural disasters, war, pandemic, strikes, or government action.
hailO does not guarantee the availability of vehicles or Driver Partners, timely pickup or delivery, the condition of goods upon delivery, or continuous, error-free operation of the Platform. All timelines are best-effort estimates only.
The Services rely on GPS, internet connectivity, mobile networks, and third-party technology services. hailO does not guarantee the accuracy or uninterrupted availability of such services and shall not be liable for delays, incorrect location information, failed bookings, or service interruptions arising from technical or network-related issues beyond its reasonable control.
The Platform may contain links to, or integrate with, third-party services such as maps, navigation tools, and payment gateways. hailO does not control and is not responsible for the content, accuracy, availability, or performance of any such third-party services, and the use of any such third-party service is subject to that third party's own terms and policies.
Driver Partner waiting time at pickup/drop locations may be chargeable. Delays caused by the Customer (e.g., loading time, access issues, passenger unavailability) may attract additional charges. If goods or passengers are not ready at the scheduled pickup, the booking may be cancelled with applicable charges.
If a delivery cannot be completed due to an incorrect address, unavailability of the consignee, or refusal to accept goods, the goods may be returned to origin at additional cost, and storage/detention charges may apply. hailO shall not be responsible for the condition of goods during any resulting delay.
Customers must ensure safe and proper access at pickup and drop locations, including any necessary permissions (e.g., society or building access). hailO is not responsible for delays due to restricted access, additional labour requirements, or damage caused by site constraints.
If a Customer provides incorrect or misleading information regarding the nature, weight, size, or value of goods, or the details of a passenger booking, hailO may refuse or cancel the Service, and the Customer shall bear all resulting additional costs, with no liability accruing to hailO.
hailO shall not be liable for damage arising from road conditions, traffic movement, vehicle vibration, or the stacking/shifting of goods, as these are considered normal transit risks accepted by the Customer at the time of booking.
Customers are solely responsible for ensuring that all personal belongings or goods are collected upon completion of the Service. If any item is left behind in a vehicle, hailO may, as a facilitation service only, assist in connecting the Customer with the relevant Driver Partner. hailO does not guarantee recovery of lost items and shall not be liable for any loss, damage, theft, or delay in the return of such items.
Customers shall behave respectfully towards Driver Partners and other users while using the Services. The Customer shall not engage in abusive, threatening, violent, discriminatory, or unlawful conduct, damage any vehicle or property, or create unsafe conditions during the Service. Any violation may result in cancellation of the booking, suspension or termination of the Customer's account, and any other action permitted under Applicable Law.
hailO is not responsible for the behaviour, language, or conduct of Driver Partners, or for any personal disputes between a Customer and a Driver Partner, or for informal arrangements made outside the Platform. Customers are strongly advised to conduct all interactions and payments strictly within Platform guidelines, and to report any misconduct immediately through the Platform's support channels.
The Platform may allow Customers to rate and provide feedback on Driver Partners, and Driver Partners to rate Customers, following completion of a Service. Ratings and feedback must be genuine, fair, and based on the actual experience of the Service, and shall not contain false, defamatory, or abusive content. hailO may use such ratings and feedback to monitor service quality, and reserves the right to take appropriate action, including account suspension or restriction of access to certain Services, based on consistently low ratings or verified misconduct.
hailO is not an emergency response service and shall not be used for medical emergencies, law enforcement assistance, fire emergencies, or any other situation requiring immediate emergency response. Customers are advised to contact the appropriate emergency services in such circumstances.
The SOS feature is provided solely for genuine emergencies. The Customer shall not misuse the feature by triggering false alarms, prank alerts, or for any non-emergency purpose. Misuse may result in suspension or termination of the Customer's account. While hailO may facilitate emergency alerts, it does not guarantee an immediate response from emergency contacts, Driver Partners, or emergency services.
Where payment is made directly to a Driver Partner, hailO is not responsible for overpayment, fraud, or non-issuance of a receipt. Customers must verify payment details before completing any transaction.
By using the Services, the Customer agrees that hailO may contact them via call, SMS, WhatsApp, email, or app notifications for booking updates, service communication, and improvement of the Platform, in accordance with hailO's Privacy Policy.
The Customer agrees to indemnify and keep indemnified and hold hailO harmless, along with its officers, directors, employees, and agents, from and against any claims, damages, penalties, or losses arising from: (a) violation of these Terms; (b) transportation of illegal or prohibited goods; (c) misdeclaration of information; (d) misuse of the Pink Rides Service; or (e) non-compliance with Applicable Laws.
hailO reserves the right to reject claims without sufficient supporting proof, request additional documentation, and conduct internal investigations. hailO's decision on any claim shall be final and binding.
All intellectual property rights relating to the Platform, including the hailO name, logo, trademarks, software, designs, content, graphics, and other proprietary materials, are owned by or licensed to S V Sanghvi Transtrade Techno Pvt. Ltd. No Customer shall copy, reproduce, modify, distribute, reverse engineer, or otherwise use any such intellectual property without prior written permission from hailO.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
No failure or delay on the part of hailO in enforcing any provision of these Terms, or in exercising any right or remedy available to it, shall operate as a waiver of that provision, right, or remedy. Any waiver by hailO of any breach of these Terms shall not be construed as a waiver of any subsequent or continuing breach.
These Terms shall be governed by the laws of India. The courts at Kolhapur, Maharashtra shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.
In the event of any dispute, controversy, or claim arising out of or in connection with these Terms, the parties shall first attempt to resolve the matter through good-faith discussion. If the dispute is not resolved within 30 (thirty) days of it being raised, it shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by hailO. The seat and venue of arbitration shall be Kolhapur, Maharashtra. The arbitral award shall be final and binding on the parties, subject to the provisions of Applicable Law.
hailO reserves the right to update or amend these Terms at any time. Continued use of the Services following any such update constitutes acceptance of the revised Terms.
These Terms, together with hailO's Privacy Policy, constitute the complete agreement between the Customer and hailO regarding use of the Services, superseding any prior agreements or understandings.
In accordance with applicable laws, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and any rules, regulations, or amendments made thereunder, the following Grievance Officer may be contacted for any concerns specifically relating to these Terms and Conditions:
S V Sanghvi Transtrade Techno Pvt. Ltd. (operating as "hailO")
For any other questions, feedback, or concerns about these Terms and Conditions, please write to us at info@hail.co.in and our team will respond as promptly as possible.
By using hailO's website, application, or services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Effective from 25th July 2026.