Customer Terms & Conditions

1. Acceptance of Terms

By creating an account or booking a ride through the OTPCabs Customer App, you agree to these Terms and to the Customer Privacy Policy. If you do not agree, do not use the service.

OTPCabs is a technology platform that connects customers with independent drivers and fleet or vendor partners. OTPCabs does not itself provide transportation services.

2. Eligibility

You must be at least 18 years old and capable of entering into a binding contract under Indian law to use the service. Minors may travel only when accompanied by an adult account holder.

3. Account Registration and OTP Verification

You register with your mobile number, which is verified through a one-time password (OTP). You are responsible for keeping your device and account secure and for all activity under your account.

You must provide accurate information and keep it up to date. Sign-in OTPs are personal to you — never share them. Ride-start OTPs should be shared with the driver only after you are inside the correct vehicle.

4. Customer Responsibilities

• Provide accurate pickup and drop locations and be present at the pickup point on time.
• Verify the vehicle and driver details shown in the app before boarding.
• Treat drivers with courtesy and follow reasonable safety instructions.
• Do not use the service for any unlawful purpose or to transport prohibited items.
• Do not damage the vehicle; you are responsible for damage you or your co-passengers cause.

5. Ride Booking and Service Types

Depending on availability in your city, you may book services including City Ride, Airport Transfer, One-Way Trip, Round Trip, Outstation Trip, Local Rental, Hourly Rental, and corporate bookings where supported.

Each service type may carry its own pricing rules, inclusions (such as kilometre or hour limits), and cancellation rules, which are shown in the app before you confirm.

6. Vehicle Categories, Availability, and Driver Assignment

Vehicle categories shown in the app (for example hatchback, sedan, SUV, or bike where available) are indicative of vehicle class, not a specific model.

Bookings are subject to driver and vehicle availability. Drivers may make offers on your request where the bidding system applies; a booking is confirmed only when a driver is assigned and the app shows confirmation.

Estimated arrival times are estimates only and may vary with traffic and conditions.

7. Fare and Pricing

The estimated fare is shown before you confirm a booking. The final fare may differ where the actual trip differs from the estimate. Charges may include:

• Base fare and distance or time charges for the selected service type.
• Tolls, parking fees, state taxes, and entry taxes where applicable to your route.
• Waiting charges after the free waiting period.
• Extra kilometre charges beyond the included distance, and extra hour charges beyond the included duration for rentals.
• Night or peak charges where announced in the app.

8. Cancellation, No-Show, and Refunds

You may cancel a booking from the app. Cancellation may be free within the window shown in the app; after a driver is assigned or en route, a cancellation fee may apply and will be shown before you confirm cancellation.

If you are not present at the pickup point within a reasonable time, the booking may be treated as a no-show and a fee may apply.

Eligible refunds (for example for failed or duplicate payments) are processed to the original payment method. Contact support from the app to raise a fare or refund issue.

9. Payment

You may pay by cash or UPI directly to the driver, or through online payment methods where available in the app. You agree to pay the final fare and applicable charges for every completed trip booked from your account.

10. Customer Conduct

• No harassment, abuse, discrimination, or violence toward drivers or others.
• No smoking, consumption of alcohol, or illegal substances in the vehicle.
• No requesting the driver to violate traffic laws, overload the vehicle, or travel to unsafe locations.
• Fraudulent bookings, payment fraud, or misuse of promotions may result in account action and recovery of losses.

11. Vehicle Damage, Luggage, and Lost Items

You are responsible for your luggage and personal belongings. Luggage must fit safely within the vehicle's capacity.

If you leave an item in a vehicle, report it through the app or support as soon as possible; we will make reasonable efforts to help you recover it but do not guarantee recovery.

Damage to a vehicle caused by you or your co-passengers may be charged to you at reasonable repair or cleaning cost.

12. Safety and Communication

Rides start only after OTP verification. Use the in-app calling and support features to communicate about your trip; your contact details are protected where number-masking is available.

By using the service you consent to receive booking-related SMS, push notifications, and calls.

13. Navigation, Delays, Service Availability, and Force Majeure

Routes and travel times depend on navigation data, traffic, weather, and road conditions. OTPCabs is not responsible for delays caused by factors outside its reasonable control.

The service may be unavailable in some areas or at some times. We are not liable for failure to perform due to events beyond our reasonable control, including natural disasters, strikes, network outages, or government actions.

14. Third-Party Services

The app uses third-party services such as maps, payments, and messaging. Their availability and accuracy are not guaranteed by OTPCabs, and their own terms may apply to your use of them.

15. Limitation of Liability

Transportation is provided by independent drivers and operators. To the maximum extent permitted by law, OTPCabs' aggregate liability arising out of or relating to a trip is limited to the fare paid for that trip, and OTPCabs is not liable for indirect, incidental, or consequential losses.

Nothing in these Terms limits liability that cannot be limited under applicable law.

16. Account Suspension, Termination, and Deletion

We may suspend or terminate your account for violation of these Terms, fraud, safety risks, or unlawful activity, with notice where practicable.

You may stop using the service at any time and may request account deletion from the app (Profile → Security → Request account deletion) or via support. Deletion is handled as described in the Customer Privacy Policy.

17. Changes to These Terms

We may update these Terms from time to time. The "Last updated" date shows the latest revision. Material changes will be notified through the app or other reasonable means. Continued use after changes take effect means you accept the updated Terms.

18. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Subject to any mandatory law, courts at Bengaluru, Karnataka have exclusive jurisdiction over disputes arising from these Terms or the service.

We encourage you to first raise any dispute with our support or grievance team so we can try to resolve it directly.

19. Grievance Contact

For complaints or grievances, contact OTP CAB SERVICE PRIVATE LIMITED:

• Email: support@otpcabs.com
• Grievance Officer: Grievance Officer, OTP CAB SERVICE PRIVATE LIMITED — reachable at support@otpcabs.com