Terms and Conditions

0. Definitions

Set out first because several clauses below turn on the difference between them, and a reader who has to guess which one a clause means cannot tell what they have agreed to.

• Consignment — the goods handed to a Driver under one booking.
• Consignor / Sender — the person handing the goods over at pickup. Named on the booking; not necessarily the account holder.
• Consignee / Recipient — the person receiving at a drop. Named on the booking; not necessarily the account holder.
• You — the account holder who places a booking, who is responsible for it whether or not they are the Sender or Recipient.
• Driver — an independent transport provider using the platform. Not our employee or agent.
• Freight — the fare payable for a trip, excluding GST and any waiting, detention or return charges.
• Declared Value — the value of a consignment as stated by you when booking. Where none is stated it is treated as ₹[DEFAULT DECLARED VALUE].
• Allocation — the moment a Driver accepts your booking and a vehicle is assigned to it. Several clauses below change at this point.
• Platform — the Yugoo customer and driver applications and any website through which the service is offered.

1. What Yugoo is

Yugoo is a technology platform that connects customers who need goods moved with independent transport providers ("Drivers"). We are an intermediary. We do not own the vehicles, employ the Drivers, or ourselves carry your goods.

The transport contract is between you and the Driver. Yugoo's role is to match you, price the trip, and handle the platform side of payment.

This distinction is not a formality — it determines who is responsible when something goes wrong, and it is described honestly here rather than buried.

2. Accounts

• You must be 18 or older and provide a working mobile number.
• One account per person. You are responsible for activity under your account.
• We may suspend an account for fraud, abuse of Drivers or staff, repeated unjustified cancellations, or non-payment.
• Drivers must additionally complete KYC and hold a valid licence, vehicle registration and insurance. We verify documents on submission; we do not continuously monitor their validity, and keeping them current is the Driver's obligation.

3. Bookings and pricing

• The fare shown before you confirm is an estimate based on the route, vehicle type and prevailing rates, including applicable GST.
• The final fare may differ where the route changes, waiting time is incurred, or the destination is altered.
• Waiting charges apply after the first [N] minutes at pickup.
• Extra distance: if the drop point moves more than 100 metres beyond the recorded destination, the additional distance is priced automatically and added to the fare. No approval step is required, and the revised amount is shown in the app.
• Surge or peak pricing may apply and is reflected in the estimate before you confirm.

3.1 Sender and Recipient details

Every booking must carry a name and a working mobile number for the Sender and for each Recipient. This is required, not optional: it is how a Driver reaches the right person at a gate, a gated society, an unmarked building or a multi-floor address, and without it a delivery that would otherwise have completed has to be abandoned.

• You confirm you are entitled to share the details you enter, and that the people concerned expect to be contacted about this delivery.
• The Driver assigned to your booking sees these details for the duration of the trip and no longer. Drivers who are merely offered the booking and do not take it never receive them.
• A booking that cannot be completed because a contact was wrong, unreachable or unwilling to receive is treated as a failed delivery under clause 9.

3.2 Declared value

You may state the value of a consignment when booking. If you do not, the definition in clause 0 applies the default. A Declared Value is not insurance — see clause 12, which states our insurance position plainly. It sets the ceiling on what can be claimed, and nothing more.

4. Payment

Cash is currently the only accepted method. You pay the Driver the exact fare shown in the app, directly, in cash or by UPI to the Driver, once the delivery is complete.

• Yugoo does not collect the fare from you. Our commission is recovered separately from the Driver.
• A tax invoice is issued for each completed trip and is available in the app.
• Online payment may be introduced later; if so, these Terms will be updated before it is enabled.

Paying less than the fare shown, or not paying at all, is a breach of these Terms. The Driver has already performed the trip and the shortfall comes out of their earnings, not ours. Unpaid or underpaid fares may lead to your account being suspended, to the amount being recovered from you, and — where non-payment is repeated or deliberate — to legal proceedings.

If you believe the fare is wrong, pay it and raise a dispute under clause 13 rather than paying less at the door. The Driver cannot adjudicate a fare and should not be asked to.

4.1 Drivers — commission and wallet

• Yugoo's commission plus applicable GST is debited from the Driver's wallet on trip completion.
• The wallet may go negative up to a credit limit set by Yugoo (currently ₹[LIMIT]). This is a running tab, not an error.
• Past that limit a Driver stops receiving bookings until the dues are cleared.
• Dues are the Driver's debt to Yugoo and remain payable if the Driver stops using the platform.

5. Cancellation

By the customer

Cancellation turns on Allocation — the moment a Driver accepts and a vehicle is assigned to your booking. Before it, nobody has done anything for you yet. After it, a Driver has turned down other work and started driving toward you.

• Free before Allocation.
• After Allocation, a cancellation fee of ₹[AMOUNT] may apply, reflecting the Driver's time and travel.
• You will be asked to select a reason. This is used to improve matching and to identify misuse.

By the Driver

• A Driver who cancels before pickup returns the booking to the pool and it is re-offered to other Drivers automatically. You do not need to rebook, and the app will tell you the search has restarted.
• Repeated cancellations count against a Driver's record and may lead to suspension.

By Yugoo

• We may cancel where no Driver can be found, where the goods appear to breach clause 7, or where we suspect fraud.

6. Refunds, and how they are processed

Where a refund is due, it is issued to the original payment method, or as promotional credit in your Yugoo wallet where you choose that. Once approved after investigation, it typically takes 7 to 15 working days to appear. That window is the banking and gateway settlement time and is outside our control; we will tell you the date the refund was released.

Where a refund is NOT due:

• Cancellation charges applied after Allocation. Once a vehicle is assigned — and certainly once the Driver has reached your pickup point — the charge reflects work already done and is not refundable.
• A trip that completed as booked. A refund is not the route for a service complaint; clause 13 is.
• A shortfall you created, including a failed delivery caused by wrong contact details, refused access, or goods that breached clause 7.

7. What you may not send

You may not book the transport of:

• Illegal goods of any kind, including narcotics and contraband
• Firearms, ammunition, explosives, or fireworks
• Flammable, corrosive, radioactive or otherwise hazardous materials
• Live animals or human remains
• Currency, bullion, or bearer instruments
• Goods banned or restricted for carriage under any applicable law
• Goods you do not have the legal right to move

You must declare fragile, high-value or perishable goods when booking. Undeclared goods travel at your own risk, and a Driver may refuse a consignment that appears to breach this clause.

You are liable for every consequence of sending goods in breach of this clause — loss, damage, fine, seizure, detention or prosecution — including harm to the Driver or their vehicle, and including our own costs in dealing with it.

8. Loading, unloading, waiting and detention

The most common disputes on a goods platform are about time and labour at the kerb, so both are stated plainly here rather than left to be argued about on the day.

Loading and unloading are yours, not the Driver's. The fare quoted is for TRANSPORT. A Driver may help as a courtesy and is not obliged to, and may refuse where a load is unsafe to handle, too heavy for one person, or needs equipment they do not have.

• Where a booking includes labour as a paid add-on, that is shown in the fare breakdown before you confirm.
• Anything a Driver does beyond driving is at their discretion, and Yugoo is not liable for injury or damage arising from help given voluntarily.

Waiting time. The first [N] minutes at the pickup and at each drop are free. Beyond that, waiting is charged at ₹[RATE] per minute and appears on the invoice.

Detention. Where a vehicle is held beyond [DETENTION THRESHOLD] at any single point, the Driver may — after attempting to reach the Sender or Recipient — treat the booking as a failed delivery under clause 9. Charges accrued up to that point remain payable.

Access. You are responsible for the consignment being ready, accessible and lawfully able to be loaded at the stated address, including any building, lift or society permission required. A trip that fails for want of access is a failed delivery, not a cancellation.

9. Delivery, proof, and consignments we cannot deliver

Proof of delivery. The Driver records the delivery in the app, which may include a photograph of the consignment at the drop. Where a pickup OTP is issued, the Sender must give it to the Driver before the goods are collected. These records are what a later dispute is decided on.

Nobody to receive. If nobody is available at a drop, or the Recipient refuses the consignment, the Driver will attempt to contact the Recipient and then you. If neither can be reached within [WAIT WINDOW], the consignment is treated as undelivered.

Undelivered consignments are returned towards the pickup address. The return leg is charged at the applicable rate in addition to the original fare. Where the return is also refused or impossible, the consignment is held under the clause below.

Goods we are left holding. Where a consignment can be neither delivered nor returned, Yugoo or the Driver may store it at your cost and, after [STORAGE PERIOD] from the attempted delivery, dispose of it — by sale or otherwise — applying the proceeds against what you owe and accounting to you for any balance. Perishable goods may be disposed of sooner where storage is not practicable.

Lien. Yugoo and the Driver may retain a consignment against unpaid charges relating to it. This is a last resort, and does not apply while a charge is genuinely in dispute and under investigation.

10. Packers & Movers

House and office shifting is booked as a slot rather than as an on-demand trip, and it is priced and crewed in advance. These terms apply to it in addition to the rest.

Cancelling a shifting slot

• Free up to 24 hours before the scheduled start.
• Inside 24 hours, the booking advance is forfeited and no refund is issued. The crew and vehicle have been committed to your slot and cannot be re-sold at that notice.

What load assist does NOT include

Standard load assist is carrying. Unless you have bought a comprehensive shifting package that says otherwise, it does not cover:

• Packing or wrapping of goods
• Dismantling or reassembling furniture or fittings
• Rope-pulling or hoisting items through windows or balconies

Technical work is not included, and cannot be improvised on the day. Drivers and helpers do not disconnect, reconnect, uninstall or install appliances — washing machines, air conditioners, geysers, mounted televisions — and do not lock or unlock machinery. Arrange a technician before the crew arrives; a slot lost waiting for one is charged as detention under clause 8.

Weight and handling limits

Under standard load assist, the crew will not move:

• Any single item over 50 kg
• Any item needing more than two people to lift safely — which in practice includes large wardrobes, king-size beds and sofas over 7 feet

Items over these limits need a specialist package arranged in advance. A crew may refuse an item that exceeds them, and refusing it is not a failure to perform.

11. Your compliance obligations

Moving goods carries statutory duties, and they fall on the person sending them rather than on the vehicle carrying them. They are yours.

• E-way bill. Where the law requires an e-way bill for a consignment, obtaining and providing a valid one is your obligation.
• Commercial invoice, transport challan and bills. Where GST or any other law requires a consignment to travel with documentation, you must hand it to the Driver before the trip starts. Not after, and not by sending it later — the document has to be with the goods.
• Permits and licences. Anything else the consignment must carry in transit has to accompany it.
• Accurate declaration. Weight, dimensions, nature and value must be described honestly at booking. A vehicle booked for a load it cannot lawfully or safely carry may be refused at the kerb, and the booking treated as a failed delivery.
• Overloading. A Driver may refuse a load exceeding the vehicle's rated capacity or any lawful limit. You are liable for any fine, detention or damage caused by a load you presented as being within them.

A Driver may refuse a consignment that needs documentation and does not have it. A consignment detained, fined or seized for missing or incorrect paperwork is at your cost, including the Driver's time and the vehicle's, and you indemnify Yugoo and the Driver against it.

12. Liability and insurance

Please read this section carefully. It is the one people reach for when something has gone wrong, and it is written to be understood then rather than to sound reassuring now.

12.1 Insurance — stated plainly

Your goods are NOT insured by Yugoo. Our rates do not include any charge for insurance, and no cover is arranged on your behalf.

We do not sell insurance either. There is no facility in the app or on the website to buy cover for a shipment, and we do not act as an agent for anyone who does.

Why the rates cannot carry cover. Our billable rates are purely a function of how much of the vehicle you use — distance and time. They do not factor in the value of the goods being carried or any of the insurable risks of carrying them, which is precisely why they cannot include cover for either.

If your consignment is worth protecting, insure it yourself, before you ship it. This is not a formality: a high-value consignment moved without cover is a loss you carry in full, whatever else this clause says.

12.2 Said to contain

We accept consignments on a "said to contain" basis. The Driver does not open, inspect, count or verify the contents of what is handed over, and nothing in the booking amounts to us agreeing that a consignment holds what you say it holds, or that it is in the condition you say it is in.

Please exercise extreme caution when sending anything extremely fragile or flammable, or otherwise prone to damage in transit. If you are unsure whether something can be sent, check clause 7 or contact us before booking.

12.3 Who is liable

• Yugoo is an intermediary. Liability for loss of or damage to goods in transit rests with the Driver, who is an independent contractor.
• We do not accept absolute liability for loss, damage or theft. Liability arises only where it is established, with conclusive evidence, that the damage or theft was due to reckless driving.

12.4 The limit

Where liability is established, it is limited — as the law provides — to the LOWER of:

• the value of the goods damaged; and
• ten times the Freight paid or payable for that trip.

A higher limit applies only where a higher risk rate has been charged and agreed to be paid by you. We do not charge a risk rate, so in practice this exception does not arise.

This is a cap, not an entitlement — an established claim is paid at the assessed loss up to that ceiling, not at the ceiling.

12.5 What we are not liable for

• Indirect or consequential loss, including lost profit, lost business, or missed deadlines
• Delays caused by traffic, weather, protests, road closures, mechanical failure, or any event beyond reasonable control
• Damage to goods that were inadequately packed, or whose nature or fragility was not declared
• Anything arising from a breach of clause 7 or clause 11

Nothing here excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

13. Claims and disputes — the time limits

A liability clause is worth nothing to you if there is no stated way to use it, so the procedure is set out rather than left to be discovered during an argument. The time limits are strict, and they are short for a reason: after them, the goods, the vehicle and the Driver's account of the day are all beyond checking.

13.1 Damaged or missing goods — 24 hours

Report it to customer care within 24 hours of delivery. A claim raised after that cannot be investigated and will not be processed.

You must provide:

• Clear photographs — of the damaged goods for ordinary transport, and of the damaged packaging for a Packers & Movers consignment
• A description of what was damaged or missing, and what it was worth
• The purchase invoice, where we ask for it

Keep the goods and the packaging until the claim is closed. Disposing of them before we have had a chance to inspect them ends the claim.

13.2 Fare and invoice disputes — 7 days

Raise any dispute about a fare or an invoice within 7 days of the transaction. Pay the fare first and dispute it after (clause 4) — a dispute does not suspend what you owe, and if it succeeds the amount is settled against or alongside the fare.

13.3 If you insured the shipment yourself

Tell us that you intend to lodge a claim with your insurer, and follow the steps they set out for you.

• Where a surveyor is appointed by your insurer, we can assist with the survey process.
• We can issue a Certificate of Facts — our written record of what happened on the trip, which insurers generally require to process a claim. Ask for it through Support, quoting the booking.

Doing this does not extend the 24-hour reporting window in clause 13.1. Tell us first, then deal with your insurer.

13.4 How we handle it

Raise it through the app's Support section so the booking is attached automatically. We will acknowledge within [ACK DAYS] and decide within [DECISION DAYS], and give reasons in writing if the claim is refused. An approved refund is processed under clause 6.

14. Force majeure

Neither party is liable for a failure to perform caused by an event beyond their reasonable control — including flood, fire, earthquake, epidemic, riot, strike, curfew, war, terrorism, road closure, government order, or failure of a public network or utility.

Where such an event prevents a delivery, we will return the consignment where it is safe and possible to do so, and the charges for the return leg apply as under clause 9.

15. Indemnity

You indemnify Yugoo, its officers, employees and the Driver against any claim, loss, fine, penalty or expense (including reasonable legal costs) arising from:

• goods sent in breach of clause 7 or clause 11;
• a misdeclaration of the nature, weight, value or condition of a consignment;
• injury or damage caused by the consignment itself or by the manner in which it was presented for loading;
• your breach of these Terms, or of any law applicable to what you sent.

This survives the closure of your account, for as long as the underlying claim can be brought.

16. Data, tracking and contact details

Driver location. The Driver app records the Driver's location continuously while they are on duty, including when the app is in the background. This is necessary to match nearby bookings and to show customers where their delivery is. Customers can see the assigned Driver's location during an active trip only.

Sender and Recipient details. The names and mobile numbers you enter under clause 3.1 are shared with the ONE Driver assigned to your booking, for the duration of the trip, so they can reach the right person at each end. They are not shared with Drivers who were merely offered the booking and did not take it, and they are not used for marketing.

Communications. We contact you about your bookings by push notification, SMS and calls. Service messages about a trip in progress cannot be switched off while the trip is live; promotional messages can, in the app's notification settings.

See the Privacy Policy for what is collected, why, and how long it is kept.

17. Conduct

Abuse, harassment, discrimination or threats toward Drivers, customers or staff will result in immediate suspension. Drivers must not solicit payment beyond the fare shown in the app.

18. Complaints and grievance officer

Raise an issue through the app's Support section first — it reaches us with the booking attached.

Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

Grievance Officer: [NAME]

Email: [EMAIL]

Address: [ADDRESS]

Response time: acknowledgement within 24 hours, resolution within 15 days.

19. Suspension and termination

You may stop using Yugoo at any time, and may delete your account from the app. Deletion does not cancel a trip already in progress, wipe records we must keep for tax or legal reasons, or clear money you owe.

We may suspend or close an account — with notice where practicable, and immediately where it is not — for:

• non-payment, underpayment, or dues past the credit limit;
• goods sent in breach of clause 7;
• fraud, misuse of promotions, or repeated unjustified cancellations;
• abuse of, or threats towards, Drivers, customers or staff;
• a Driver's licence, registration, insurance or KYC lapsing or being found invalid.

Amounts owed at the point of closure remain payable, and clauses 12, 13, 15 and 20 survive it.

20. Governing law and disputes

These Terms are governed by the laws of India.

Talk to us first. Most disputes are a booking someone can look up. Raise it through Support (clause 18) — it reaches us with the trip attached, and it is the fastest route to an answer.

If that does not resolve it, the dispute is referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat is [CITY], the proceedings are in English, and the award is final and binding. Nothing here prevents either party from seeking urgent interim relief from a court.

Consumer rights are untouched. If you are a consumer, this clause does not remove your right to approach a consumer forum, and the courts at [CITY] otherwise have jurisdiction.

21. Changes

We may update these Terms. Material changes will be notified in the app before they take effect, and the "last updated" date above will change. Continuing to use Yugoo after that constitutes acceptance.

If you do not accept a change, stop using the platform and close your account — clause 19 explains what closing it does and does not do.