Customer Terms and Conditions

Acceptance and eligibility

By creating a Customer account, booking a delivery, making a payment, or otherwise using the Indiery Customer app or website, you agree to these Customer Terms and Conditions, the Customer Privacy Policy, and the Refund and Cancellation Rules.

You must be at least 18 and legally able to enter a contract, or use the service through a parent or legal guardian. You must provide accurate information and comply with applicable law.

If you do not agree, do not create a Customer account, make a booking, or use the service.

Platform role

Indiery provides technology for requesting, accepting, paying for, tracking, and managing delivery services.

Unless applicable law or a separate written agreement states otherwise, delivery partners provide delivery services as independent service providers and are responsible for their vehicle, conduct, expenses, taxes, licences, insurance, and legal compliance.

Availability, assignment, route, pickup time, delivery time, and fare estimates can change because of traffic, weather, demand, network conditions, safety, incorrect information, or other operational factors.

Accounts and communications

Customers must keep account access, phones, OTPs, and devices secure and must promptly report suspected unauthorized use.

A Customer may not impersonate another person, create fraudulent accounts, manipulate location or payments, or use the platform to harm another person.

Customers agree to receive service communications needed for authentication, bookings, payments, safety, support, policy updates, and delivery status. Notification permissions can be changed in device settings.

Customer responsibilities

Customers must provide accurate pickup, stop, drop, goods, weight, contact, access, and payment information and must have authority to share sender and recipient contact details.

Goods must be safely packed, accurately described, lawful to transport, and suitable for the selected vehicle. The customer is responsible for declarations, permits, invoices, and special handling information required by law.

Customers and their contacts must be available at pickup and delivery and must not disclose delivery OTPs before the relevant handover.

Driver Partner service and customer cooperation

Indiery seeks to connect a Customer with an eligible Driver Partner, but a particular Partner, pickup time, route, or delivery time is not guaranteed.

Customers must treat Driver Partners respectfully, provide safe and lawful pickup and delivery access, and must not demand unsafe driving, unlawful handling, or services outside the confirmed booking.

A Driver Partner may refuse goods that differ materially from the booking, are unsafe, are inadequately packed, exceed the selected vehicle capacity, or appear unlawful. Customers should report service or safety concerns to Indiery support.

Prohibited and restricted goods

Users must not use Indiery for illegal goods, weapons, explosives, flammable or hazardous materials, controlled substances, stolen items, human remains, live animals, cash or negotiable instruments, or any item prohibited by law or platform notice.

Perishable, fragile, confidential, unusually valuable, regulated, or temperature-controlled goods must not be booked unless Indiery expressly supports and the customer accurately discloses the item and handling needs.

Indiery or a partner may refuse, cancel, report, or safely hand over a shipment to authorities when reasonably necessary for safety or legal compliance.

Fares, payments, Wallet, and Indiery Coins

The app shows the applicable fare or estimate before confirmation. The final amount may change only where the app discloses an adjustment permitted by these Terms, such as waiting, return, toll, tax, correction, or cancellation charges.

Online payments are processed by a disclosed payment provider. Users authorize Indiery and its provider to create, verify, refund, or reconcile transactions associated with a booking.

Wallet credits and promotional coins are platform balances, are not bank deposits, may be subject to stated eligibility or expiry rules, and are not transferable or redeemable for cash unless applicable law requires otherwise.

For COD, the Customer must pay the final cash amount shown for the order to the assigned Driver Partner. The Customer must not make an unauthorized payment or disclose a UPI PIN, card PIN, CVV, password, or OTP.

Cancellation, refunds, and disputes

The Refund and Cancellation Rules shown in the app form part of these Terms. Any charge should be disclosed before the user confirms it where reasonably possible.

Users should report payment, damage, loss, missing-delivery, or incorrect-delivery disputes promptly and provide requested evidence. Indiery may review booking records, OTP verification, proof images, location history, communications, and payment references.

Nothing in these Terms removes a consumer right or remedy that cannot lawfully be excluded.

Location, tracking, and proof

Location and route information is approximate and may be delayed or unavailable. It must not be used as an emergency or safety-guarantee service.

A customer may share a private tracking link. Anyone receiving that link may see limited order and live partner-location information while tracking is active, so users must share it carefully.

OTP records, timestamps, status events, and pickup or delivery photos may be used as operational evidence, but Indiery may consider other reliable evidence when resolving a dispute.

Suspension and termination

Indiery may restrict or suspend a Customer account to protect users, investigate fraud or unsafe behavior, comply with law, address repeated abusive cancellations or payment failures, or enforce these Terms.

Customers may stop using the service at any time and may request account deletion. Payment, dispute, safety, and legal obligations continue as permitted by law.

Disclaimers and liability

To the maximum extent permitted by law, the platform is provided on an "as available" basis without a guarantee of uninterrupted access, a particular partner, route, pickup time, delivery time, or outcome.

Indiery is not responsible for loss caused by prohibited or incorrectly declared goods, inadequate packaging, inaccurate addresses or contacts, unauthorized OTP disclosure, user negligence, or events outside reasonable control.

Any exclusion or limitation applies only to the extent permitted by applicable law and does not limit liability that cannot lawfully be limited.

Privacy, changes, and governing law

The Customer Privacy Policy explains how Indiery handles Customer personal and sensitive data. Driver Partner information is governed by the separate Driver Partner Privacy Policy.

We may update these Terms for legal, security, or service changes. The updated date will be shown, and material changes will receive additional notice where required.

These Terms are governed by the laws of India. Courts or tribunals having lawful jurisdiction in India may hear disputes, subject to any mandatory consumer forum or other remedy available under applicable law.

Before starting formal proceedings, users are encouraged to contact support@indiery.com so we can try to resolve the issue.