Terms & Conditions

2. Definitions

• "App" — the Rylod customer mobile application and related services.
• "you" / "Customer" / "Sender" — the person who books a delivery through Rylod.
• "Driver" — an independent service provider who performs the transport/delivery (referred to in the App as a "Ranger").
• "Receiver" — the person you designate to receive the goods.
• "Consignment" / "Goods" — the parcel or load you hand over for delivery.
• "Fare" — the amount you pay for a delivery, auto-calculated and shown before you book.
• "Pending Dues" — unpaid penalty amounts on your account (Section 14).
• "OTP" — a one-time password used to verify actions (login, pickup, delivery, account changes).

3. Who can use Rylod (eligibility)

3.1. You must be at least 18 years old and legally able to enter a contract under Indian law, and provide true, current information.

3.2. Booking for others. If someone else hands over or receives the goods on your booking, you remain the contracting party — responsible for the booking, the accuracy of its details, and payment.

4. What Rylod is (description of services)

4.1. Rylod is a technology platform: we provide the App, matching, pricing, tracking, and support — we do not ourselves transport goods; the Driver does.

4.2. Current scope: parcel and load delivery within a city (intra-city). No inter-city/inter-state transport, passenger rides, or house-shifting at present; services may be added or removed over time.

4.3. Availability. Services depend on Driver availability and may be limited, paused, or unavailable at times (including certain night hours, for safety). We do not guarantee a Driver will accept your request.

4.4. Third-party services. Maps/navigation, SMS/WhatsApp/notification providers, and (where available) payment providers have their own terms; we are not responsible for them.

4.5. Deliveries booked by someone else. If you receive a delivery booked by another person or a business (for example, a store dispatching an order to you), these Terms govern your use of the App’s features (tracking, OTPs, ratings, support) — but the booking and payment contract is between the booker and Rylod under the terms applicable to them.

5. Your account & security

5.1. You register with your name, a valid 10-digit mobile number, and a password; we verify your number by a 6-digit OTP. You may choose to tell us your gender, but it is optional and is not needed to open an account or to book.

5.2. Your account is personal to you — do not share it or use another person’s account.

5.3. Keep your password and OTPs confidential — including pickup and delivery OTPs, which release your goods. You are responsible for activity under your account; report suspected misuse immediately.

5.4. Lost phone / changed number. Contact Support promptly; we will verify your identity before restoring access, and may pause the account meanwhile.

5.5. No KYC for customers. Your account is active once registered and OTP-verified.

6. Licence, intellectual property & your content

6.1. We grant you a limited, personal, non-exclusive, revocable licence to use the App for its intended purpose. Do not copy, modify, reverse-engineer, resell, or misuse the App; interfere with its security; or use bots/scrapers.

6.2. Rylod, the Rylod and Abitz names and logos, the App, and its content belong to Abitz (or licensors).

6.3. Your content — ratings, comments, feedback, support messages, chat/voice messages, and photos you upload (such as item or invoice photos) — remains yours, but you grant us a royalty-free, worldwide licence to store, use, and process it to run the Services (showing ratings, resolving disputes, verifying bookings and claims, improving Rylod).

6.4. App stores. Google Play / Apple App Store terms also apply to your download.

7. Booking a delivery & pricing

7.1. Price before you book. Every available driver is shown with a price already calculated from that driver’s rate card and your trip details. You choose whether to book at that price. There is no bargaining, and no one may demand more than the App’s price.

7.2. Fare breakdown. Before you confirm, the App shows the full breakdown: base fare, per-km charges, waiting charges (after the free waiting period — currently about 3 minutes), night charges where applicable, and (Load) loading/unloading helper charges.

7.3. Estimate vs final. The fare at booking is based on the estimated route; the final fare may vary with the actual trip (extra distance, waiting, applicable charges) and is shown with a breakdown at completion, from the same rate card.

7.4. Accurate details. You must provide accurate pickup/drop addresses and item details. Errors in your details are your responsibility (Sections 9, 20).

8. Prohibited & restricted items

8.1. You must not book a delivery containing: illegal drugs or narcotics; explosives, firearms, or ammunition; flammable, corrosive, or hazardous materials; live animals; human remains; human or biological materials; currency, jewellery, or precious stones/metals; products made from protected or endangered species (for example ivory, animal skins, wildlife trophies, protected plants); pornographic, obscene, or hate material; alcohol or tobacco where restricted; radioactive materials; or anything illegal to possess, sell, or transport. The App shows the current restricted list.

8.2. Rylod and the Driver may refuse or discontinue carrying any suspected Restricted Item and may report it to authorities. Transport may also be refused where the contents appear unsafe, the parcel is leaking, the packaging is unsafe, or the details you gave are wrong. Rylod does not routinely inspect parcels, but may ask for more information or decline a booking where a safety or legal concern arises.

8.3. You are solely responsible for what you book. Mis-declaring or concealing a Restricted Item makes you liable for all resulting loss, fines, or legal consequences, and you must indemnify Rylod and the Driver. A breach of this Section may lead to immediate cancellation with no refund where applicable, suspension or permanent blocking of your account, reporting to the authorities, legal proceedings, and recovery of damages.

8.4. Perishable goods. Perishable or refrigeration-dependent goods — for example raw meat, seafood, dairy, ice cream, or frozen food — may only be booked where the App specifically offers a service for them. Where such a service is offered, these goods travel at your risk as to spoilage; Rylod does not provide temperature-controlled transport unless the App says so.

8.5. Unsafe loads. You must not book a load that cannot be safely secured — for example unsecured construction materials, loose metal rods, glass without protective packaging, exposed sharp objects, leaking materials, or a load beyond the booked vehicle’s size or weight limits.

9. Your item — description, receiver details & packaging

9.1. Binding description. At booking you declare the item’s type, weight, dimensions, and whether it is fragile. This is binding — you cannot later claim the goods were different. Rylod and the Driver may rely on it "as declared" and need not open sealed items.

9.2. Optional invoice proof. You may attach an invoice photo/number as proof of contents or value — for your record and dispute support; it does not create an insurance obligation on Rylod.

9.3. Receiver’s details. You provide the Receiver’s name and mobile number so the delivery can be completed. By providing them, you confirm you have the Receiver’s permission to share these details with Rylod and the assigned Driver for this purpose.

9.4. Packaging. You are responsible for packing the item safely: properly and securely sealed, leak-proof where the contents require it, cushioned if fragile, correctly labelled, safe to lift, and with no exposed sharp edges. Rylod does not provide packaging; we are not liable for damage caused by inadequate packaging.

9.5. Weight & size. The item must fit the booked vehicle’s limits. If the actual item exceeds what you declared and doesn’t fit, the Driver may decline pickup and cancellation terms apply.

10. Pickup, delivery & OTPs

10.1. Pickup OTP. When a Driver is assigned, you receive a pickup OTP — share it with the Driver only when handing over the goods; this starts the trip.

10.2. Delivery OTP. A separate delivery OTP is generated once the trip starts. Share it with your intended Receiver, who gives it to the Driver to complete delivery.

10.3. Proof of delivery. Where required, the Driver captures a delivery photo, available to you in My trips.

10.4. Delivery against OTP is valid delivery. Keep OTPs confidential and share them only with the person you intend. A delivery completed against the correct delivery OTP (and proof photo where required) is treated as validly delivered — Rylod and the Driver are not liable if the goods were received by someone you or your Receiver shared the OTP with.

10.5. Live tracking. You can track the Driver live during the trip.

10.6. "Share for Delivery" QR. If you use the QR feature to authorize a delivery at a counter, scanning discloses your name, mobile number, and selected address (with coordinates) to whoever scans it; the QR expires shortly after generation.

10.7. Receiver unavailable. If the Receiver is unavailable or cannot provide the OTP, contact the Driver or Support promptly. The return and unclaimed-goods process in Section 21 applies.

11. Paying for your delivery — cash

11.1. You pay the Fare in cash directly to the Driver at completion. Rylod does not collect the Fare.

11.2. Full amount only. You must pay the full amount shown in the App. Partial payment is not accepted and is treated as non-payment. Tips are voluntary and between you and the Driver.

11.3. Sender or Receiver pays. At booking you designate who pays (Sender/Receiver). You remain responsible if your designated payer fails to pay.

11.4. Non-payment. Non-payment after a completed delivery may lead to account blocking pending resolution, recovery action, and the amount becoming Pending Dues.

11.5. Payment disputes. If there’s a disagreement about whether a fare was paid, raise it through Support promptly; Rylod may review trip and communication records from both sides. Rylod’s determination applies within the App (without affecting your legal rights).

12–15. Penalties, pending dues & cancellations

12. When a penalty applies. You may be charged a penalty if you cancel after the grace period, cancel after the Driver has arrived at pickup, or are a no-show at pickup.

13. Cancellation rules:

• Before a driver accepts: cancel free.
• Grace period: after acceptance you have a short grace period (currently 15 seconds) to cancel free.
• After grace: a cancellation penalty may apply; you’ll be asked for a reason.
• After the Driver arrives: the grace period does not apply — cancelling then always attracts a penalty.
• No-show: if the goods aren’t ready at pickup within 15 minutes of the Driver’s arrival (3 minutes free + 12 minutes paid waiting), the booking may be auto-cancelled as a no-show with a penalty.
• If the Driver cancels or never arrives: no charge applies to you, and the App will help you rebook. Any goodwill beyond this is at Rylod’s discretion and is not an entitlement. Rylod may cancel bookings for safety/fraud/operational reasons; no charge unless attributable to you.

16–21. If something goes wrong with the goods

16. Fragile & high-value items. Fragile items travel at your risk if inadequately packed (Section 9.4). Currency, jewellery, and precious stones or metals may not be booked at all — they are Restricted Items under Section 8.1. For other high-value items that are not restricted (for example electronics), we recommend you arrange your own insurance or choose not to send them via Rylod — Rylod does not provide insurance.

17. Claims. If your item arrives damaged or does not arrive, notify Support within 48 hours of scheduled delivery, with a description and photos where relevant. You may be asked to verify your identity. Rylod will investigate and respond within 7 days.

18. What Rylod is not liable for. Loss/damage caused by your packaging, inaccurate description, undisclosed Restricted Items, events beyond reasonable control, or normal transit wear; and indirect or consequential losses (loss of business, profit, sentimental value) — except where the law provides otherwise.

19. Liability limit. Where Rylod is liable for loss of or damage to goods, liability is limited to the Fare paid for the booking concerned, and never exceeds the item’s actual value.

20. Wrong details. Failed deliveries caused by wrong addresses or receiver details you provided are your responsibility; the Fare remains payable.

21. Refused / unclaimed goods. If the Receiver refuses the item or is unavailable beyond a reasonable wait, the Driver may return it to you or the pickup point; you remain liable for the Fare. If you don’t arrange collection of an undeliverable item within 7 days, Rylod or the Driver may store or dispose of it at your cost.

22. Refunds

Refunds, penalty reversals, and cancellation charges are governed by the Refund & Cancellation Policy at https://rylod.com/refund-policy, which forms part of these Terms. In brief: cash fares are paid at completion, so refunds are rare by design; wrongly applied penalties are removed or refunded per that policy.

23. Taxes

23.1. Fares are as displayed in the App; Rylod does not currently add GST or other taxes on top of customer fares. Drivers are independent service providers and are responsible for their own tax obligations, including GST where applicable to them, on their delivery earnings. If the tax treatment of fares changes, the App and these Terms will be updated.

23.2. Taxes or duties applicable to the goods you send are your responsibility. Intra-city scope keeps e-way bill exposure minimal; for high-value Load bookings you are responsible for any required e-way bill.

24. Promotions & offers

Rylod may offer promotions, discounts, or referral benefits; each offer’s conditions are shown in the App and may change or end at any time. Abuse (multiple accounts, fake bookings, gaming offers) may lead to reversal of benefits and account action.

25. Safety features & emergencies

25.1. Safety Center. During an active trip you can: call local emergency services (numbers shown in the App for your city); report a safety issue (category + description, to our support/safety team); and share your trip (Section 26.3).

25.2. Emergencies come first. In any immediate emergency, contact the police or emergency services directly — the App’s features support you but are not a substitute.

25.3. Safety reports. An open safety report pauses account deletion until resolved; false reports may lead to account action.

26. Location & live tracking

26.1. The App uses your precise location while you are using it — for driver matching, pickup points, routes/fares, live tracking, and city-appropriate safety contacts. The App does not track you in the background.

26.2. Precise location required — approximate location is insufficient; without location access you cannot book.

26.3. Share Trip links: anyone with a shared trip link can view the trip’s live location without logging in, until the link expires. Share only with people you trust.

26.4. Driver live-tracking data shown to you is for your delivery and safety — do not misuse, scrape, or republish it.

27. Communications & contact sharing

27.1. You consent to service communications (booking updates, OTPs, safety alerts) by push, SMS, WhatsApp, or email; marketing requires separate consent with opt-out.

27.2. You can chat with the Driver in-App (text and voice messages) or call them via your phone’s dialer.

27.3. You control whether your mobile number may be shared with the Driver via the in-App setting.

28. Privacy

Our Privacy Policy at https://rylod.com/privacy-policy — part of these Terms — explains what we collect (identity, gender, location, addresses, booking history, receiver details, chat/voice messages, ratings, device data), why, who it’s shared with, retention, and your rights under the Digital Personal Data Protection Act, 2023 (access, correction, erasure, consent withdrawal, grievance redressal).

29. Ratings

After a trip you may rate the Driver and comment; Drivers may likewise rate you. Ratings must be honest and civil. We may moderate or remove abusive or fraudulent ratings; repeated misuse may lead to account action. Your average rating may be visible to Drivers when you book.

30. Children

30.1. Rylod is for users 18 or older; we do not knowingly create accounts for minors and may suspend accounts found to belong to them.

30.2. Do not arrange for a minor to hand over or receive goods unsupervised.

31. Your consumer rights (savings clause)

Nothing in these Terms limits, excludes, or overrides any right or remedy you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other law that cannot be contracted out of. Where these Terms conflict with such a right, the law prevails.

32. Suspension & termination

32.1. By us. We may warn, restrict, suspend, or block your account for: non-payment or partial payment; booking Restricted Items or mis-declaring goods; abuse, harassment, or endangerment of Drivers or others; fraud or App misuse; repeated cancellations or no-shows; or where the law requires.

32.2. By you — account deletion. Deletion is OTP-verified and blocked while you have an ongoing trip, an open safety report, a pending support ticket, or unpaid Pending Dues. Deletion takes effect after a grace period of about 30 days; logging in within it reactivates your account.

32.3. Survival. Amounts you owe and clauses meant to survive continue after suspension or closure.

33. Liability (general), disclaimer, indemnity, force majeure

33.1. Liability. The Driver — not Abitz — performs the transport. Goods liability is per Sections 18–19. For any other claim, Abitz’s total liability is limited to the Fare paid for the booking concerned, excluding indirect/consequential losses — except where the law provides otherwise.

33.2. Disclaimer. The App and Services are provided "as is" and "as available"; we don’t guarantee uninterrupted operation or perfectly accurate maps/ETAs/tracking. Nothing here removes your rights under law (Section 31).

33.3. Indemnity. You indemnify Abitz against loss arising from: your breach of these Terms or law; the goods you send (illegal, dangerous, mis-declared, restricted); inaccurate booking details; or your misconduct toward Drivers or others.

33.4. Force majeure. We are not responsible for failure/delay caused by events beyond reasonable control (disasters, epidemics, riots, strikes, government orders, network/power failures, accidents).

34. Changes to these Terms

We may update these Terms; the current version is available in the App / on our website, and important changes will be notified. Continued use after a change takes effect means you accept it.

35. Governing law & disputes

35.1. These Terms are governed by the laws of India.

35.2. Raise issues with Support / the Grievance Officer first. Disputes unresolved within 30 days may be taken to the courts at Bengaluru, Karnataka, which have exclusive jurisdiction.

36. Grievance Officer

Per the Consumer Protection (E-Commerce) Rules, 2020 and the IT Act, 2000:

• Name: Muthukrishnan R · Company: Abitz Technologies Private Limited
• Address: Abitz Technologies Private Limited, Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095
• Email: grievance@rylod.com · Phone: +91-7090499444 · Hours: Mon–Fri, 9:00–18:00

37. General

• Severability — invalid clauses don’t sink the rest.
• Waiver — not enforcing once doesn’t waive.
• Entire agreement — these Terms + Privacy Policy + Refund & Cancellation Policy.
• Assignment — we may assign; you may not without consent.
• Notices — in-app, SMS/WhatsApp, or email.
• Language — these Terms are provided in English.

38. Contact

• Company: Abitz Technologies Private Limited · Product: Rylod
• In-app: Help / Support
• Email: support@rylod.com
• Address: Abitz Technologies Private Limited, Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095