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Terms & Conditions

Last updated: 3 August 2026  ·  Effective: 3 August 2026

1. Acceptance of terms & definitions

These Terms & Conditions (“Terms”) form a binding agreement between you and Sethu (“Sethu”, “we”, “us”, or “our”) governing your access to and use of the Sethu platform, including the Rider app, the Partner (Driver) app, and related websites and services (collectively, the “Services”).

By downloading, registering for, or using the Services, you confirm that you have read, understood, and agree to these Terms and our Privacy Policy. If you do not agree, do not use the Services.

In these Terms:

  • “Rider” means a user who requests transportation through the Sethu Rider app;
  • “Partner” or “Driver” means an independent service provider who offers transportation using the Sethu Partner app;
  • “Trip” means a transportation request accepted and fulfilled (or attempted) through the Services;
  • “Fare” means the amount payable for a Trip, including applicable fees, taxes, surcharges, tolls, and tips as displayed or adjusted under these Terms.

Sethu provides a technology platform that connects Riders and Partners. Except where required by law or expressly stated, Sethu is not a transportation carrier and does not own vehicles operated by Partners.

2. Eligibility & accounts

  • You must be legally capable of entering a contract under applicable Indian law and meet any minimum age we specify in the apps or these Terms.
  • You must provide accurate, current information and keep it updated. You are responsible for activity under your account and for safeguarding your device and OTP/credentials.
  • One person should maintain one primary account per role unless Sethu expressly permits otherwise. We may refuse, suspend, or terminate accounts that are inaccurate, duplicate, abusive, or non-compliant.
  • Partners must additionally meet onboarding, documentation, and vehicle requirements described in Section 4.

3. Rider terms

3.1 Booking

Riders may request Trips by providing pickup, destination, and other details. A Trip is confirmed when a Partner accepts the request through the Partner app. Estimated times and fares are indicative and may change based on traffic, route, wait time, tolls, or other factors disclosed in the app.

3.2 Cancellations

Riders may cancel before pickup subject to any cancellation fee shown in the app. Repeated cancellations, no-shows, or misuse may lead to fees, temporary limits, or account action.

3.3 Payments

Riders agree to pay the Fare using supported payment methods (including cash where enabled). Failed payments may result in collection attempts, service restriction, or legal remedies permitted by law.

3.4 Conduct

Riders must:

  • Behave respectfully toward Partners and not engage in harassment, discrimination, threats, or illegal activity;
  • Not carry prohibited, hazardous, or illegal items;
  • Follow reasonable Partner instructions related to safety and vehicle use;
  • Not damage the vehicle; Riders may be charged for repair or cleaning beyond normal wear where reasonably evidenced.

3.5 Lost items

Sethu may help facilitate contact regarding lost items but is not responsible for items left in a Partner’s vehicle. Any return arrangements are between Rider and Partner unless Sethu offers an optional recovery feature.

4. Partner / Driver terms

4.1 Independent contractor status

Partners are independent service providers, not employees, agents, or joint venturers of Sethu (unless a written agreement expressly states otherwise). Partners control whether and when to go online and which Trip requests to accept, subject to platform quality and safety rules.

4.2 Onboarding, KYC & vehicle documents

Partners must complete onboarding and provide valid documents as requested, which may include identity proof, driving licence, vehicle registration, insurance, permits, and bank/UPI details for payouts. Sethu may verify documents through third parties and may reject or revoke access if documents expire, are fraudulent, or fail checks.

4.3 Trip acceptance & performance

  • While online, Partners should respond to requests in good faith and complete accepted Trips professionally and safely;
  • Partners must use the registered vehicle and maintain it in roadworthy, clean, and lawful condition;
  • Partners must comply with traffic laws, transport regulations, and any city-specific rules applicable to their vehicle category;
  • Excessive cancellations, refusal patterns that harm Riders, or route manipulation may result in penalties or deactivation.

4.4 Commissions, incentives & payouts

Sethu may charge a service fee or commission on Trips and may offer incentives or promotions subject to stated conditions. Earnings, deductions, and payout schedules are shown in the Partner app. Partners are responsible for their own taxes and statutory compliances unless Sethu is legally required to deduct or collect amounts.

4.5 Online / offline

Partners decide when to go online. Location access is required for matching and safety while providing services. Going offline ends new request matching but does not cancel obligations for Trips already accepted.

5. Fares, fees, taxes & tips

  • Fares may be upfront, metered, or hybrid as shown in the app and may include base fare, distance/time components, surge or demand pricing, waiting charges, tolls, parking, platform fees, and applicable taxes;
  • Tips, where enabled, are voluntary and generally payable to the Partner subject to payment-flow rules;
  • Sethu may correct obvious pricing errors and adjust Fares for route changes, stops, or policy violations;
  • Invoices or receipts may be issued electronically.

6. Cancellations & no-shows

Cancellation and no-show fees may apply to Riders and/or Partners as disclosed in the app at the relevant time. Sethu may waive fees in good-faith cases (for example documented emergencies) at its discretion. Systematic abuse of cancellations may lead to account restrictions.

7. Safety, prohibited uses & suspension

You agree not to:

  • Use the Services for unlawful, harmful, fraudulent, or exploitative purposes;
  • Interfere with platform integrity, including hacking, scraping without permission, fake GPS, or account sharing that violates policy;
  • Harass, threaten, assault, or discriminate against any user;
  • Circumvent payments, create fake Trips, or manipulate ratings or incentives.

Sethu may investigate incidents and suspend, limit, or terminate access immediately where we reasonably believe there is risk to safety, fraud, legal non-compliance, or material breach of these Terms. Where appropriate, we may also report matters to authorities.

8. Ratings & feedback

Riders and Partners may rate and review each other after Trips. Feedback must be honest and not defamatory or abusive. Sethu may use ratings for quality management, matching, and account actions, and may remove content that violates these Terms.

9. Intellectual property

The Services, including software, branding, logos, designs, and content (excluding user-generated content), are owned by Sethu or its licensors. You receive a limited, non-exclusive, non-transferable, revocable licence to use the apps for their intended purpose. You may not copy, modify, reverse engineer, or create derivative works except as allowed by law.

10. Disclaimers & limitation of liability

The Services are provided on an “as is” and “as available” basis to the maximum extent permitted by applicable law. Sethu does not guarantee uninterrupted, error-free, or fully secure operation, or that every Trip request will be matched.

To the fullest extent permitted by law, Sethu shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, or for loss of profits, data, goodwill, or business opportunities arising from your use of the Services.

Sethu’s total aggregate liability arising out of or relating to the Services shall not exceed the greater of (a) the amounts you paid to Sethu in platform fees for the three (3) months preceding the claim, or (b) INR 5,000, except where liability cannot be limited under applicable law (including proven death or personal injury caused by Sethu’s negligence where such limitation is prohibited).

Nothing in these Terms excludes liability that cannot be excluded under Indian law.

11. Indemnity

You agree to indemnify and hold harmless Sethu and its officers, directors, employees, and agents from claims, losses, damages, liabilities, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your misuse of the Services, your violation of law or third-party rights, or (for Partners) your provision of transportation services, except to the extent caused by Sethu’s wilful misconduct.

12. Dispute resolution & governing law

These Terms are governed by the laws of India. Subject to any mandatory consumer protections, courts in India shall have exclusive jurisdiction over disputes arising from these Terms or the Services, and you consent to such jurisdiction.

Before filing a formal claim, you agree to contact support@getsethu.com and attempt good-faith resolution. Sethu may also offer in-app dispute tools for Fare or Trip issues.

13. Changes to terms

We may modify these Terms from time to time. The “Last updated” date will reflect changes. Material updates may be notified via app, website, SMS, or email. Continued use after the effective date of changes constitutes acceptance, except where applicable law requires additional consent.

14. Contact

For questions about these Terms:

Sethu
Email: support@getsethu.com

Related: Privacy Policy