Terms of serviceTerms of service

These terms are an agreement between you and ⟦LEGAL ENTITY NAME⟧ (“LoadUnload”, “we”), for using loadunload.in, the LoadUnload app, and the delivery service. By creating an account or booking a delivery you accept them. Our privacy policy and cancellation and refund policy form part of them.

You must be 18 or over, and give a mobile number that is yours.

We carry two-wheeler loads under 25 kg, with both pickup and drop-off inside Bengaluru. Vans, trucks and other cities are shown on our rate card but are not available yet; the app will not accept a booking outside the pilot.

We are a platform that connects you with independent riders. ⟦LAWYER: confirm how we describe our role — carrier, agent, or intermediary — and its consequences for liability.⟧

• The fare is worked out from our published rate card — a base fare, a rate per km for the distance, and published surcharges for peak hours and heavy loads — and shown to you, itemised, before you book.
• A rider may offer to take your job for a different amount; the fare changes only if you accept their offer.
• During the pilot you pay the rider on delivery, in cash (or by UPI where the app shows a UPI code). The rider records how you paid, and our team confirms it.
• ⟦GST: whether and how tax is charged is being confirmed with our chartered accountant. Until then, fares are shown as final amounts.⟧

• When the rider arrives to collect, you read them the pickup code shown on your order page. When they deliver, the recipient reads them the delivery code. The codes prove the right people handed over and received the goods.
• If a code cannot be given, the rider may finish with a photo and a note instead. Every such job is flagged and reviewed by our team.
• You must describe your goods honestly, pack them so they survive a two-wheeler journey, and make sure someone is there to hand over and to receive them.

Do not book us to carry: ⟦LAWYER: confirm this list⟧

• anything illegal to possess or transport, including drugs and weapons;
• explosives, flammable, corrosive or otherwise hazardous materials, and gas cylinders;
• cash, jewellery, precious metals or stones, or negotiable documents;
• live animals;
• anything over 25 kg, or too large to carry safely on a two-wheeler.

A rider may refuse a load they reasonably believe breaks these rules.

If goods are lost or damaged, report it from the order page or to support. A person reviews every claim and tells you the outcome and the reason.

At booking you may add an optional transit cover for ₹10. During the pilot it is arranged manually by our team; we do not yet have an insurance partner, and the cover’s details are confirmed with you by phone after booking.

⟦LAWYER + OWNER: who bears loss or damage without the cover, any limit on our liability, what the cover pays and excludes, and the claims window. Nothing here should promise a payout that is not underwritten.⟧

• You must hold a valid driving licence, and a registered vehicle with valid insurance, for everything you carry, and keep them valid. We check your documents before you can take jobs.
• You keep the fare minus our commission of 12%, shown to you before you accept a job.
• You must follow traffic law, take the codes (or proof photos) at each end honestly, and record truthfully how the customer paid.
• ⟦LAWYER: the rider relationship — independent partner, not employee — and our obligations under the Karnataka Platform-Based Gig Workers (Social Security and Welfare) Act.⟧

• Keep your password to yourself. You are responsible for what is done through your account.
• We may suspend an account that breaks these terms, puts riders or customers at risk, or is used for fraud. We will tell you why.
• You can ask us to close your account at any time (see the privacy policy).

⟦LAWYER: governing law and jurisdiction (e.g. Indian law, courts at Bengaluru), and a limitation of liability clause.⟧

We may update these terms; we will post the new version here with a new date, and tell you in the app before a change that affects you takes effect.

Questions: +91 99809 43397 or support@loadunload.in.