Terms and Conditions

1. Eligibility and accounts

• 1. You must be at least 18 years old, competent to contract under applicable law and legally permitted to use the services.
• 2. You must provide accurate and current information and keep your login credentials and OTPs confidential.
• 3. You are responsible for activity conducted through your account unless you promptly report unauthorised access.
• 4. Zendly may require mobile verification, identity verification, KYC and other checks appropriate to the role selected by you. Verification does not amount to an endorsement, guarantee or background certification.
• 5. You may use the Platform as a Sender, Carrier or both. The role-specific terms below apply whenever you act in that role.

2. Nature of the Platform

• 1. Zendly provides a digital marketplace that enables Senders seeking parcel delivery to connect with independent Carriers willing to perform delivery services, including deliveries matched with a Carrier's travel route.
• 2. Unless a booking screen expressly states otherwise, Zendly is not the transporter, does not own the parcel and does not itself take physical possession or custody of the parcel. Physical custody passes from the Sender to the Carrier and then to the Receiver.
• 3. Zendly may facilitate matching, communications, location features, payments, verification, support and dispute handling. These functions do not by themselves make a Carrier an employee, agent or representative of Zendly.
• 4. Nothing in these Terms excludes responsibilities that applicable law places on Zendly or limits a consumer's non-waivable statutory rights.

3. How bookings work

• 1. A Sender creates a booking by providing the requested parcel, route, pickup, delivery, Receiver and contact details.
• 2. Displaying a Carrier or delivery option does not guarantee acceptance or completion. A booking is confirmed only when the Platform records confirmation and any required payment is successfully authorised.
• 3. Estimated pickup or delivery times are estimates unless expressly stated to be guaranteed. Traffic, weather, access restrictions, government action, Sender or Receiver availability and other events may affect timing.
• 4. The booking page will show the applicable fare, mandatory fees, taxes and other charges before confirmation. Any permissible additional charge will be disclosed and accepted before it is collected.
• 5. Zendly may contact users through the app, SMS, phone, email or push notification for booking, safety, payment and support purposes in accordance with the Privacy Policy.

4. Prohibited and restricted items

You must not offer, accept or carry any item that is illegal, unsafe or prohibited by applicable law or the Platform, including:

• narcotics, controlled substances or illegal drugs;
• weapons, ammunition, explosives, fireworks, flammable, toxic, corrosive, radioactive or other hazardous materials;
• cash, negotiable instruments, bullion, precious metals, jewellery or other high-value items unless Zendly expressly supports and accepts them;
• stolen, counterfeit, obscene or unlawful goods;
• live animals, human remains or biological material;
• alcohol, tobacco or regulated products where carriage is unlawful or unsupported;
• prescription medicines, temperature-controlled goods or perishables unless expressly permitted for the selected service;
• items requiring a licence, special handling or transport documentation that has not been obtained; or
• any item listed in the current Prohibited Items Policy.

Zendly or a Carrier may refuse or cancel a suspected prohibited or unsafe parcel. Where required, Zendly may preserve evidence or report the matter to competent authorities. The responsible user may bear resulting lawful costs and consequences.

5. Packaging, inspection and safety

• 1. The Sender must use packaging reasonably suitable for the item, route and normal transport handling, seal the parcel and label fragile or special-handling items accurately.
• 2. A Carrier must not open or tamper with a sealed parcel except with the Sender's express consent or where reasonably necessary to address an immediate safety risk or comply with law. Any such event must be reported promptly through the Platform.
• 3. Zendly or a Carrier may refuse visibly unsafe, leaking, inadequately packed, misdeclared or suspicious parcels.
• 4. Parcel photographs and pickup/drop proof may be collected for verification, safety, claims and dispute resolution as described in the Privacy Policy.

6. Payments, fees and taxes

• 1. Available payment methods and the total payable amount are displayed at checkout. Payment processing may be provided by third-party payment service providers subject to their terms.
• 2. Sender charges may depend on distance, parcel weight or dimensions, selected plan, urgency, time, taxes and other factors disclosed before booking.
• 3. Carrier earnings, Zendly commission, taxes, deductions and settlement status will be displayed in the Platform or applicable earnings statement.
• 4. Users are responsible for taxes and statutory obligations applicable to their own receipts or earnings. Zendly may deduct or report taxes where required by law.
• 5. Promotional credits are non-transferable, have no cash value unless stated otherwise and may be subject to separate conditions.

7. Cancellation, refunds and failed delivery

• 1. Cancellation fees, refund eligibility and expected processing timelines are governed by the Refund and Cancellation Policy and the booking-specific terms displayed before confirmation.
• 2. Refunds are not automatically guaranteed merely because a booking is delayed, cancelled or unsuccessful. Eligibility depends on the reason, delivery stage, services already performed and applicable law.
• 3. A payment-provider or bank processing period may apply after Zendly approves a refund.
• 4. If pickup or delivery cannot be completed because the Sender or Receiver is unavailable, details are incorrect, access is denied or the parcel is refused, re-attempt, return-to-Sender, waiting or cancellation charges may apply if disclosed by the Platform.
• 5. Nothing in this section restricts any refund or remedy required under applicable consumer law.

8. Delivery completion and proof

• 1. Pickup and delivery may require an OTP, in-app confirmation, photograph, signature or other digital acknowledgement.
• 2. A delivery is ordinarily treated as completed when the Platform records the required delivery proof. Evidence of completion may be reviewed if a genuine dispute is raised.
• 3. Users must not share a pickup or delivery OTP before the relevant handover has occurred.
• 4. A Sender or Receiver must inspect the parcel as soon as reasonably possible and report loss, tampering, shortage, misdelivery or visible damage promptly through the Platform with available evidence. Zendly recommends reporting within 24 hours; this recommendation does not remove rights or remedies available under applicable law.

9. Sender Agreement

Whenever you use Zendly as a Sender, you agree that:

• 1. Accurate information. You will provide accurate pickup and delivery addresses, Receiver details, parcel contents/category, quantity, value, weight, dimensions and handling requirements, and promptly correct errors.
• 2. Lawful ownership and authority. You own the parcel or are authorised by its owner to send it, and sending and receiving it is lawful.
• 3. Safe packaging. You will pack and seal the parcel securely and disclose fragile, perishable or restricted characteristics. You bear responsibility for loss or damage caused by inadequate packaging or material misdescription, subject to applicable law.
• 4. No prohibited items. The parcel does not contain prohibited, illegal, dangerous or undisclosed restricted items.
• 5. Handover. You will hand over only the parcel described in the booking, verify the assigned Carrier where the Platform provides a verification method, and complete the pickup confirmation only after physical handover.
• 6. Receiver authority. You are authorised to provide the Receiver's name, contact and delivery details and will notify the Receiver about the delivery and relevant privacy information.
• 7. Charges. You will pay the fare, taxes and disclosed fees and will not improperly reverse or dispute a valid payment.
• 8. Claims. You will preserve packaging, photographs, invoices and other evidence reasonably needed to assess a claim and cooperate honestly with the review.
• 9. Conduct. You will communicate respectfully, avoid harassment or discrimination and comply with safety instructions and applicable law.

10. Carrier Agreement

Whenever you register or act as a Carrier, you agree that:

• 1. Independent service provider. You perform delivery services as an independent service provider and not as Zendly's employee, agent, partner or authorised representative. You decide whether to accept available requests, subject to an accepted booking and applicable law. The legal character of the relationship will always be determined by applicable law and the actual working arrangement.
• 2. Eligibility and verification. You are at least 18, legally competent, and will complete required identity/KYC checks. You will not submit false, borrowed or altered documents.
• 3. Licences and transport. You hold and will maintain every licence, registration, permit, insurance, fitness certificate and safety equipment legally required for your vehicle and activity. You will obey traffic, transport, tax and other applicable laws and will not drive while impaired, distracted or medically unfit.
• 4. Delivery obligations. After accepting a booking, you will collect and deliver the parcel safely, follow lawful pickup/drop instructions, use required OTP and proof steps, protect the parcel from loss, damage and unauthorised access, and report delay, incident or failed delivery promptly.
• 5. No tampering or substitution. You will not open, use, replace, retain, abandon or misappropriate a parcel and will not permit an unauthorised person to perform the delivery through your account.
• 6. Prohibited items. You will not knowingly accept prohibited or unsafe items. If you reasonably suspect such an item, you will not unnecessarily handle it and will contact Zendly support or competent authorities as appropriate.
• 7. User data. You may use Sender and Receiver information only to perform the booking. You must not retain, disclose, contact, market to, harass or otherwise misuse that information after the permitted purpose ends.
• 8. Earnings and payout. Earnings become eligible after successful delivery confirmation and required review. Zendly may apply disclosed commission, taxes, adjustments, reversals or lawful holds. A disputed amount may be temporarily held while the matter is investigated, but undisputed amounts will be handled under the published Payout Policy.
• 9. Costs. Unless expressly stated otherwise, you bear your vehicle, fuel, mobile data, equipment, maintenance, insurance and compliance costs.
• 10. Conduct and safety. You will behave professionally, not discriminate or harass, not solicit off-platform payment, not manipulate location or proof, and not repeatedly cancel without a genuine reason.
• 11. Incidents. You will immediately report accidents, parcel loss/damage, threats, police action, data exposure and other material incidents, and reasonably cooperate with investigation and claims.

11. Ratings, reviews and communications

• 1. Ratings and reviews must be honest, relevant and not unlawful, abusive, discriminatory or misleading.
• 2. Zendly may moderate or remove content that violates these Terms while preserving records where reasonably required.
• 3. In-app contact details and communications must be used only for the relevant booking, safety or support purpose.

12. User content and Platform rights

• 1. You retain ownership of content you submit. You grant Zendly a non-exclusive, worldwide, royalty-free licence to host, reproduce and use that content only as reasonably necessary to operate, secure and improve the Platform, perform bookings, resolve disputes and comply with law.
• 2. Zendly and its licensors own the Platform, software, trademarks and original content. No ownership is transferred to you.
• 3. You must not scrape, reverse engineer, disrupt, introduce malware, evade security, create fake accounts or use the Platform for an unlawful or competing unauthorised purpose.

13. Privacy, location and Aadhaar/KYC

• 1. Zendly processes personal data as described in its Privacy Policy, including information about the data collected, purposes of processing, consent or other applicable legal basis, recipients, retention, security safeguards, user rights, grievance channels and deletion processes.
• 2. Location data may be used for route selection, matching, navigation, live delivery tracking, safety and carrier availability. Background location is collected only where enabled and described in the relevant permission notice and Privacy Policy.
• 3. Aadhaar or other identity information will be used only for the specific verification purpose disclosed at collection and through a legally permitted, authorised verification process. Required consent records will be maintained. The Aadhaar number must be masked in user-facing records and must not be retained or shared except as lawfully permitted and accurately disclosed.
• 4. Aadhaar verification is mandatory for Carrier identity verification. Zendly will process Aadhaar-related information only for the disclosed verification purpose, through a legally permitted verification process, and in accordance with the Privacy Policy and applicable law.
• 5. Users may exercise applicable data rights through support@zendly.org. Privacy consent should not be bundled with optional marketing consent.

14. Loss, damage and claims

• 1. A claim will be assessed using booking details, declared value, packaging, photographs, delivery proof, communications and other available evidence.
• 2. Any compensation, remedy or limitation applicable to a claim will be assessed in accordance with these Terms, applicable policies, booking-specific disclosures and applicable law. Zendly will not rely on an undisclosed compensation cap.
• 3. Zendly is not responsible for loss caused solely by prohibited contents, inherent defect, ordinary leakage/spoilage, inadequate packaging, false information, Sender/Receiver conduct or events beyond reasonable control, except to the extent liability cannot lawfully be excluded.
• 4. Zendly does not exclude or limit liability for its fraud, wilful misconduct, gross negligence, breach of non-waivable statutory duties, or any liability that applicable law does not permit to be excluded.

15. Suspension and termination

• 1. Zendly may restrict, suspend or terminate access for suspected fraud, safety risks, prohibited items, false KYC, unlawful conduct, payment abuse, harassment, repeated material breach or risk to users or the Platform.
• 2. Where practicable and legally appropriate, Zendly will provide the reason and an opportunity to appeal. Immediate restriction may be used where necessary for safety, fraud prevention, investigation or legal compliance.
• 3. Users may close their account through the available account process, subject to unresolved bookings, lawful payment obligations and record-retention requirements.
• 4. Provisions intended by their nature to survive termination—including payment, claims, privacy, intellectual property, liability and dispute provisions—will survive.

16. Disclaimers and limitation of liability

• 1. The Platform is provided on an “as available” basis. Zendly does not guarantee uninterrupted access, that a Carrier will accept every booking, or that estimates will always be achieved.
• 2. Zendly is not liable for the independent acts or omissions of a Sender, Carrier, Receiver, payment provider or other third party merely because the parties connected through the Platform. This does not exclude Zendly's liability for its own acts or duties under applicable law.
• 3. To the maximum extent permitted by applicable law, Zendly will not be liable for indirect, incidental or consequential losses that were not reasonably foreseeable. Nothing in these Terms limits or excludes any liability or remedy that cannot lawfully be limited or excluded.

17. Indemnity

To the extent permitted by law, you will indemnify Zendly against third-party claims, penalties and reasonable costs arising from your prohibited items, unlawful conduct, false information, infringement of rights or material breach of these Terms. This clause does not require a consumer to indemnify Zendly for Zendly's own negligence, breach or unlawful conduct.

18. Complaints and dispute resolution

• 1. Raise booking issues through Zendly Support at support@zendly.org or +91 9789090990. Zendly will acknowledge complaints within 48 hours and aim to resolve them within one month or any shorter period required by law.
• 2. Complaint tracking/ticket information will be provided where required. Users should provide the booking ID and available evidence.
• 3. Zendly's internal review is not final or binding on a consumer and does not prevent recourse to a consumer commission, regulator, court or other remedy available under law.
• 4. Before starting formal proceedings, the parties are encouraged to make a reasonable good-faith effort to resolve the dispute through Zendly's complaint and grievance process. Nothing in this clause restricts any statutory right or remedy available under applicable law.

19. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to any mandatory consumer forum or other statutory jurisdiction, courts at Tenkasi, Tamil Nadu will have jurisdiction. Nothing in this clause restricts a user's right to approach a forum having jurisdiction under applicable law.

20. Changes to these Terms

Zendly may update these Terms for legal, safety, operational or service changes. Material changes will be notified through the Platform, email, SMS or another appropriate channel before they take effect where required. Changes will not apply retrospectively in a manner that unlawfully reduces accrued rights. Continued use after the effective date constitutes acceptance only to the extent permitted by law; fresh consent will be obtained where required.

21. General terms

• 1. If a provision is unenforceable, it will be limited or removed to the minimum extent necessary and the remaining Terms will continue.
• 2. A failure to enforce a provision is not a waiver.
• 3. Zendly may assign these Terms as part of a merger, restructuring or transfer of the Platform, subject to applicable law. Users may not transfer an account or booking without permission.
• 4. These Terms, incorporated policies and booking-specific disclosures form the agreement concerning the Platform. A booking-specific disclosure prevails for that booking if it clearly conflicts with these general Terms.