MetroFeeder — Terms of Service

Last updated: 03 May 2026

Effective date: [TO BE FILLED ON PUBLICATION]

Operator: [LEGAL ENTITY NAME], India (the "Company", "we", "us", "our")

These Terms of Service ("Terms") govern your use of the MetroFeeder mobile application, our APIs, and the related web portals (collectively, the "Platform").

By creating an account or using the Platform, you ("User") agree to these Terms. If you do not agree, you must not use the Platform.

1. Definitions

"Passenger" — an individual who uses the Platform to book rides.
"Driver" / "Driver Partner" — an individual or vehicle operator who provides ride services through the Platform.
"Aggregator" — the Company, acting as a technology aggregator under the Motor Vehicles Aggregator Guidelines, 2025 ("MVAG").
"Ride" — a single trip booked through the Platform.
"Wallet" — your in-app prepaid balance.
"Fare" — the charge for a Ride, calculated per § 5.

2. Eligibility

You must be at least 18 years old and legally competent to enter into a contract under the Indian Contract Act, 1872. Drivers must additionally hold a valid commercial driving licence and a vehicle that meets MVAG / RTA Hyderabad requirements.

3. Account & security

You are responsible for keeping your phone, PIN, and biometric credentials secure.
You agree to provide accurate, current, and complete information.
You may not transfer your account.
We may suspend or terminate your account for violation of these Terms, suspected fraud, or for compliance with law.

4. The Aggregator role

The Company is a technology platform that connects Passengers with Driver Partners. The Company does not own or operate the vehicles and is not the carrier of the Passenger. The Driver Partner is solely responsible for the safe operation of the vehicle and compliance with the Motor Vehicles Act, 1988, MVAG 2025, and Hyderabad RTA conditions.

5. Fares, payments, and refunds

5.1 Fare calculation

Fares are calculated based on distance, time, vehicle type, surge multipliers (during high demand), tolls, parking charges, applicable GST, and any promo code discount. The estimated fare is shown before you confirm a Ride; the final fare may differ if the route, waiting time, or stops change.

5.2 Payment methods

We accept UPI, debit/credit cards, NetBanking (via Razorpay), in-app Wallet top-ups, and corporate-account billing. Stripe is available as a fallback. Cash payment is not currently supported.

5.3 Wallet

Wallet balance is non-refundable except as required by law. Withdrawals to your verified bank account / UPI VPA are processed within 3 business days; instant payouts (RazorpayX) are dispatched up to ₹10,000 per request.

5.4 Refunds

Failed ride (driver no-show, app crash before pickup): full refund to original payment method or Wallet, at your choice, within 7 business days.
Disputed fare (wrong drop-off, route padding): submit a dispute via Profile → Help → File Grievance within 7 days; resolved within 15 days.
Cancellation by you (after a driver has been allotted): a cancellation fee may apply per the matrix shown in-app at the time of cancellation.

5.5 Chargebacks

Razorpay or your card-issuing bank may initiate chargebacks. While a chargeback is under review, the affected wallet may be frozen under § 6(b) until resolution.

6. Acceptable use & prohibited conduct

You agree not to:

(a) use the Platform for any unlawful purpose, including transporting prohibited items;
(b) commit fraud, misuse promo codes, or attempt to chargeback after receiving the service;
(c) harass, threaten, or harm other Users, Driver Partners, or our staff;
(d) reverse-engineer, decompile, or attempt to access non-public APIs;
(e) use the Platform to compete with us or to scrape data;
(f) impersonate another person.

We reserve the right to freeze your wallet, suspend your account, and report unlawful activity to law enforcement. Frozen wallets reject withdrawals with HTTP 423 until cleared by our operations team.

7. Safety, SOS, and incidents

The Platform provides safety features including SOS, emergency contact notification, live ride sharing, and audio recording (with your consent at the time). These are best-effort tools; in a genuine emergency you must call 112 (national emergency) or 100 (police) directly.

8. Liability & insurance

Each Driver Partner carries third-party motor insurance as required by the Motor Vehicles Act.
We offer optional per-trip micro-insurance (Basic ₹5 / Standard ₹10 / Premium ₹15) at the time of booking, underwritten by [INSURER NAME].
Maximum liability of the Company to any User for any cause whatsoever, in any twelve-month period, shall not exceed the total amount you paid to the Company in that twelve-month period, except where such limitation is prohibited by law.
We are not liable for indirect, incidental, special, or consequential damages.

9. Intellectual property

The Platform, including the MetroFeeder name, logo, code, designs, and content, is owned by the Company and protected by Indian and international intellectual-property laws. You receive a limited, revocable, non-exclusive, non-transferable licence to use the App solely as intended.

10. Privacy

Our collection and use of your personal data is governed by the Privacy Policy, which is incorporated into these Terms by reference.

11. Termination

You may delete your account at any time at Profile → Help → Delete Account (passenger) or Profile → Support → Delete Account (driver). See the Account & Data Deletion page for the full procedure. We may terminate or suspend your access immediately, without notice, for breach of these Terms, fraud, or compliance reasons.

Upon termination, accrued payment obligations survive, as do sections 5.5, 6, 8, 9, 12, 13, and 14.

12. Governing law & dispute resolution

These Terms are governed by the laws of India, excluding conflict-of-laws principles.
Any dispute shall first be attempted to be resolved by mutual discussion within 30 days.
If unresolved, the dispute shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by mutual agreement (failing which, by the appropriate court). The seat and venue of arbitration shall be Hyderabad, Telangana, and the language shall be English.
Subject to the above, the courts at Hyderabad have exclusive jurisdiction.

13. Changes to these Terms

We may update these Terms. Material changes will be notified in-app and by email at least 7 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

14. Grievance Officer (IT Rules 2021)

Name: [TO BE FILLED]
Email: grievance@metrofeeder.app
Phone: [TO BE FILLED]
Address: [REGISTERED ADDRESS], Hyderabad, Telangana
Response SLA: 24 hours acknowledgement, 15 days resolution.

Last updated: 03 May 2026 · Questions? legal@metrofeeder.app