Goods Transport & Logistics Policy

1.1 These terms (the “Goods Policy”) govern all bookings for the transport of items initiated through Eto Rides (the “Platform”, “Provider”).

1.2 Intermediary disclosure: The Provider operates as a technology intermediary and does not own, operate, or control vehicles. Transport services are performed by independent third-party captains (“Captains”).

1.3 By initiating a “Goods Only” or “Goods + Person” booking, the user/consignor (the “User”) acknowledges that carriage is performed by a Captain and that compliance obligations and enforcement actions may apply as set out herein.

Effective Date: 07 Feb 2026 (as published in the finalized policy document)

1.4 You must provide an accurate description of goods and comply with all applicable tax and documentation requirements; misdeclaration may result in cancellation, deactivation, and legal exposure.

1.5 Overloading, unsafe loading, and contraband are treated as material violations and may trigger immediate refusal/termination of the trip.

1.6 Claims are time-sensitive. Late reporting may result in loss of claim eligibility as described below.

1.7 Related policies and pages: Terms of Service, Privacy Policy, Refund Policy, Prohibited Goods, Grievance Redressal.

2.1 Goods Only: A booking designated solely for the transit of cargo. Where enabled, the Provider may require digital photo-capture of cargo at pickup for security and evidence purposes.

2.2 Goods + Person: A booking where the User (or their agent) accompanies the cargo. The User must ensure their presence does not interfere with safe operation, capacity limits, or lawful carriage.

3.1 Declaration of value and content: The User shall provide a materially complete and accurate description of goods. Any misdeclaration or concealment (including describing restricted items as ordinary items) constitutes a material breach.

3.2 Packaging standards: The User is solely responsible for secure packaging suitable for ordinary road transport conditions. The Provider and Captain are not liable for damage caused by insufficient or defective packaging.

3.3 Loading compliance / no overloading: The User shall not request, compel, or induce a Captain to overload the vehicle beyond registered/allowed capacity or to load in a manner that is unsafe or unlawful.

4.1 Transport of the following categories is strictly prohibited (“Prohibited Goods”) and may be refused or terminated immediately:

• 4.1(a) Hazardous materials including flammables, explosives, corrosives, or radioactive substances.
• 4.1(b) Illegal substances or contraband under applicable Indian law (including narcotics/psychotropic substances).
• 4.1(c) High-value unsecured items such as loose currency, unset gemstones, or untaxed bullion.
• 4.1(d) Restricted livestock or live animals without valid permits and safe transport crates.

4.2 If Prohibited Goods are detected or reasonably suspected, the Captain may terminate the trip immediately and may take lawful steps, including approaching competent authorities, to mitigate risk and comply with legal obligations.

5.1 The Captain may visually inspect external packaging before commencement and may refuse carriage without penalty where refusal is reasonably justified for safety or legality.

• 5.2(a) Goods obstruct visibility, safe driving posture, or range of motion.
• 5.2(b) Goods appear unstable, leaking, emitting strong odors, or otherwise unsafe.
• 5.2(c) Pickup/drop location is inaccessible or creates a foreseeable safety/environmental risk to the vehicle or persons.

6.1 Cap on Provider liability: To the maximum extent permitted by law, the Provider’s aggregate liability (if any) for loss or damage to goods shall not exceed the lesser of: (a) the proven actual value of goods, or (b) three (3) times the total trip fare.

6.2 Exclusions: The Provider shall not be liable for incidental, indirect, or consequential damages (including loss of business profit) arising from delay, non-delivery, or disruption, including where caused by Force Majeure as defined below.

7.1 For “Goods Only” rides, delivery is deemed accepted upon arrival and recipient verification via OTP or a supported digital acknowledgment.

7.2 Claim window: Any claim for nonconforming delivery, shortage, or visible damage must be raised within six (6) hours of trip completion.

Report issues via Grievance Redressal. Late reporting may be treated as a waiver of claim eligibility to the maximum extent permitted by law.

8.1 If the Captain is required to wait at pickup or drop-off beyond fifteen (15) minutes (or such threshold shown in-app), the User may be liable for detention/waiting charges at prevailing rates disclosed in the app or sales documents.

9.1 Initiation: If the consignee is unavailable or refuses delivery, the User may be liable for the return leg fare at up to 100% of the forward trip rate (as shown in-app).

9.2 Redirection: Any in-transit redirection constitutes a new contract of carriage and may be billed at prevailing dynamic rates.

9.3 Unclaimed goods: If goods remain uncollected and the User is unreachable for forty-eight (48) hours, the Provider may charge storage/handling fees and may take lawful steps for perishable items to recover costs.

10.1 Consignment record: Where enabled, the Platform may generate a digital trip record/consignment reference for “Goods Only” rides for operational evidence.

10.2 Tax responsibility: The User remains responsible for determining and complying with applicable GST obligations (including reverse charge mechanisms where applicable) based on their category and transaction.

10.3 E-way bill: If an e-way bill is required under applicable law (including based on statutory value thresholds), the User must generate and provide a valid e-way bill. The Captain may refuse carriage if legally required documentation is missing, invalid, or expired.

11.1 Standard coverage: Where insurance is facilitated, coverage may apply only as per insurer terms and may be limited to losses caused by negligence or a covered accident event.

11.2 Excluded perils: Coverage may exclude events such as floods, riots, or inherent vice (e.g., spoilage due to the nature of goods), subject to insurer terms.

11.3 High-value declaration: For higher-value goods, the User should arrange suitable transit insurance. Where offered, add-on insurance is subject to explicit purchase and insurer acceptance.

12.1 In the event of a road accident, preservation of life and emergency medical assistance takes precedence over cargo security.

12.2 The Provider may attempt operational support (including dispatching a recovery/alternate vehicle) where feasible; however, continuity is not guaranteed and remains subject to safety and availability.

12.3 Accidents should be reported promptly (target: within sixty (60) minutes) to enable evidence preservation and any insurer processes, where applicable.

13.1 Neither the Provider nor the Captain shall be liable for delay, non-performance, or disruption caused by events beyond reasonable control, including extreme weather, natural disasters, civil unrest, government actions, network outages, or road closures, to the extent permitted by law.

14.1 For questions, reporting, or escalation regarding this Goods Policy, contact Eto Rides via the official channels below.