Terms & Conditions

Introduction

These Terms & Conditions ("Terms") govern your use of the PikMeGo platform — the PikMeGo rider app, the PikMeGo Dost driver app, this website and any related service — operated by Viviax Technologies Private Limited ("PikMeGo", "we", "us").

By creating an account, booking a ride, accepting a ride or otherwise using the platform, you agree to these Terms. If you do not agree, do not use the platform.

Read these alongside our Privacy Policy and our Cancellation & Refund Policy, both of which form part of this agreement.

Definitions

Platform	The PikMeGo apps, website, and the systems that operate them.
Rider (or Customer)	A person who books or takes a ride through the platform.
Driver	An independent driver who accepts and completes rides through the platform.
Fleet operator	A business that operates vehicles and drivers on the platform.
Ride (or Trip)	A journey booked through the platform, from pickup to drop-off.
Booking	A request for a ride, including one scheduled in advance.
Fare	The amount payable for a ride, calculated as described in these Terms.
Account	The profile created against your mobile number.

What PikMeGo is, and is not

PikMeGo is a technology platform that connects riders with drivers. We are not a transport operator; we do not own the vehicles and we do not employ the drivers who use the platform. Drivers are independent, and the transport service itself is provided by the driver to the rider.

What we do is run the platform that makes that possible: verifying drivers before they can take rides, matching a booking with a driver, calculating the fare, taking payment, keeping the record of the trip, and handling reports about it.

We do not guarantee that a driver will be available at any particular time or place. Availability depends on how many drivers are online near you.

Eligibility

To use the platform you must:

• Be at least 18 years old;
• Be legally capable of entering into a binding contract;
• Provide accurate information and keep it up to date;
• Not be barred from using the platform under any applicable law, and not be using an account we previously suspended or terminated.

To drive on the platform you must additionally hold a valid driving licence and all permits, registration, insurance and other documents required to drive commercially in your city, and keep them valid for as long as you drive.

Your account

An account is created against your mobile number and confirmed with a one-time password sent to it. That means control of the number is control of the account.

• Keep your device and your number secure, and tell us immediately if either is compromised.
• Do not share your account, your one-time passwords or your ride-start PIN with anyone.
• One account per person. Drivers may not operate more than one driver account.
• You are responsible for everything done through your account.

We may require you to verify your identity, re-verify your number, or provide additional information where we reasonably need it — for example, to investigate a report or a payment dispute.

Rider responsibilities

As a rider, you agree to:

• Provide an accurate pickup point and destination;
• Be ready at the pickup point at the time you booked for;
• Verify the vehicle and its number plate against the app before getting in;
• Give the driver the ride-start PIN only once you are in the correct vehicle;
• Wear a seatbelt where one is fitted, and a helmet where required for a two-wheeler;
• Pay the fare due, including any cancellation fee or charge for damage you cause;
• Behave lawfully and with respect towards the driver;
• Not carry anything illegal, hazardous or prohibited.

Driver responsibilities

As a driver, you agree to:

• Hold and maintain a valid licence, registration, insurance and permits, and upload them for verification before taking rides;
• Drive only the vehicle registered and approved on your account;
• Keep the vehicle roadworthy, clean and legally compliant;
• Obey traffic law, and never drive under the influence of alcohol or drugs;
• Take the route appropriate to the trip and not extend it unnecessarily;
• Start a trip only after entering the rider's PIN, and end it only at the destination;
• Not solicit payment outside the platform, or ask for more than the fare shown;
• Treat riders with respect, and not discriminate against anyone;
• Return property left in the vehicle;
• Meet your own tax and regulatory obligations as an independent operator.

Booking a ride

You book by setting a pickup and destination, choosing a vehicle category and confirming the request. The app shows a fare estimate before you confirm.

A booking is a request, not a guarantee. We look for an available driver nearby; if none accepts, we tell you rather than leave the request open. Rides may also be scheduled in advance, within the booking window the app shows, and we begin looking for a driver shortly before the pickup time.

The vehicle categories available to you depend on what is enabled and on the road in your city at the time.

Acceptance and matching

A ride request is offered to drivers near your pickup point who are online, available and eligible for the category booked. A driver has a short period to accept; if they do not, the request moves on.

Once a driver accepts, you see their name, photo, rating, vehicle and number plate. A driver who cannot complete the trip may cancel it, and we will look for another driver.

Drivers are free to accept or decline any request. Declining a request does not, by itself, penalise a driver; repeatedly accepting and then cancelling may.

Fares

Fares are calculated by our servers from the trip that actually took place, using the pricing configured for the city, vehicle category and any applicable zone. A fare may include:

• a base fare;
• a charge per kilometre travelled;
• a charge per minute of trip time;
• waiting charges beyond an included free waiting period;
• booking and platform fees;
• night charges and airport or zone charges, where they apply;
• a demand multiplier, subject to the cap described below;
• less any coupon or promotional discount;
• plus applicable taxes;
• plus tolls and parking, passed through at cost.

The estimate shown before you book is calculated from the expected route. The final fare is calculated from the trip that actually happened, so a diversion, additional waiting, a longer route or a change of destination will change it. The app shows an itemised breakdown after every ride.

Current amounts for your city are shown in the app. They are not published here, because they vary by market and this page could not be kept accurate.

Demand-based pricing

When demand in an area is high relative to the drivers available, a multiplier may be applied. Where it is:

• it is applied to the ride component of the fare — base, distance and time — and not to fees, taxes, tolls or parking;
• it is subject to a maximum configured for the city and category;
• it is reflected in the estimate you see before you confirm the booking, and itemised on the receipt.

Payment

How you can pay

Depending on what is enabled in your city, you may pay in cash or digitally — by UPI, card, net banking or your in-app wallet. The payment method is chosen before the ride and shown on the ride summary.

Cash

On a cash ride, you pay the driver directly at the end of the trip. The fare is still recorded against the trip and appears in your ride history with a receipt.

Digital payment

Digital payments are processed by a third-party payment provider. We do not receive or store your full card number, UPI PIN or banking credentials.

A payment is not final until our servers confirm it with the provider. A success message shown by a payment screen is not by itself proof of payment; we verify it against the provider before a ride is marked paid. If a payment fails after a ride, the amount remains due, and an outstanding balance may prevent further bookings until it is settled.

Receipts

Every completed ride produces an itemised receipt in your ride history, whichever way it was paid. If your account has an email address, the receipt is also sent to it.

Cancellation and no-shows

This section summarises the position. The full rules, including how fees are charged and refunded, are in the Cancellation & Refund Policy.

• Before a driver accepts — you may cancel at any time, free.
• After a driver accepts — there is a free cancellation window (the window set for your city and vehicle category, shown in the app). After it, a cancellation fee may apply. The fee is set per city and vehicle category, and the app shows it before you confirm the cancellation.
• Driver cancellations — if a driver cancels, you are not charged, and we look for another driver.
• No-show — if you are not at the pickup point after the driver has waited 5 minutes, the driver may end the booking as a no-show and a fee may apply.

The app tells you whether a fee applies, and how much, before you confirm a cancellation.

Refunds

Refunds are covered in full by the Cancellation & Refund Policy. In summary: where a charge was made in error, a ride was paid for twice, or a fee was applied incorrectly, we refund it. Approved refunds are returned to the original payment method within 5–7 business days.

Conduct and prohibited activities

Everyone on the platform is entitled to be treated with respect and to be safe. The following are prohibited for riders and drivers alike:

• Violence, threats, harassment, intimidation or unwanted physical contact;
• Discrimination on the basis of race, religion, caste, sex, gender identity, sexual orientation, disability, age or any other protected characteristic;
• Carrying or using illegal drugs, or travelling in possession of prohibited or hazardous goods;
• Damaging a vehicle, or leaving it in a state that requires cleaning beyond normal use;
• Using the platform for anything illegal;
• Creating fraudulent bookings, manipulating fares or incentives, or using the platform to move goods in breach of applicable law;
• Attempting to access another person's account, or to interfere with, reverse-engineer or disrupt the platform;
• Recording another person without their knowledge, other than a vehicle dashcam operated in accordance with local law;
• Soliciting payment or completing the trip outside the platform in order to avoid its terms.

We investigate reports of prohibited conduct and may suspend or terminate accounts, with or without notice, depending on the seriousness of what is reported.

Safety

Our safety measures are described on the safety page: verification before a driver's first ride, a PIN to start a trip, live tracking, trip sharing, in-app emergency help, and two-way ratings.

We are not an emergency service. In an emergency, contact the local emergency number — 108 in India — first. Report the matter to us afterwards so that we can act on the trip record and the account.

Ratings and reviews

After a ride, riders may rate drivers and drivers may rate riders, with an optional comment. Ratings help both sides make informed decisions and help us identify problems.

• Ratings must be honest and relate to the ride.
• Ratings that are abusive, discriminatory or plainly retaliatory may be removed.
• A persistently low rating may lead to a review of the account and, if it is not addressed, to suspension.

Lost property

If you leave something in a vehicle, report it against the ride in the app as soon as you can. We will attempt to contact the driver on your behalf.

Drivers must report and return property found in their vehicle. We do not guarantee that an item will be recovered, and we are not responsible for property left behind. A driver may reasonably ask to be compensated for the trip required to return an item.

Promotions, coupons and referrals

We may offer coupons, promotional discounts or referral rewards. Where we do:

• each is subject to its own terms, including any expiry, minimum fare, city or category restriction;
• they have no cash value and are not transferable unless we say so;
• a discount is applied to the fare and shown as its own line on the receipt;
• we may withdraw or amend an offer, and may withhold or reverse a reward obtained through fraud, self-referral or abuse.

Suspension and termination

By you

You may stop using the platform at any time, and may request that your account be closed as described in the Privacy Policy. Any outstanding balance must be settled first.

By us

We may suspend or terminate an account where:

• these Terms are breached;
• a safety report is under investigation;
• fraudulent or abusive activity is suspected;
• a driver's licence, insurance, permit or other required document has expired or been found invalid;
• an amount due remains unpaid;
• we are required to by law.

Where a suspension is precautionary we will tell you why and what is needed to resolve it, unless doing so would prejudice an investigation or we are prevented by law. A driver whose account is suspended remains entitled to earnings already accrued for completed rides, subject to any amount properly withheld in respect of a dispute.

Fraud prevention

We monitor for fraudulent bookings, manipulated fares, abuse of promotions, and payment fraud. Where we detect it we may cancel affected bookings, reverse credits, withhold settlements pending investigation, suspend accounts and report the matter to the authorities.

If you believe your account or payment method has been used without your permission, tell us immediately at support@pikmego.com.

Intellectual property

The platform, the PikMeGo name and logo, the apps, this website, and their content, design and software are owned by Viviax Technologies Private Limited or its licensors and are protected by intellectual property law.

You are granted a limited, personal, non-exclusive, non-transferable, revocable licence to use the apps for their intended purpose. You may not copy, modify, distribute, sell, lease, reverse-engineer or create derivative works from any part of the platform, or use our name or logo without written permission.

Content you submit — a comment, a review, a photograph, a support message — remains yours. You grant us a licence to use it for the purpose of operating, supporting and improving the platform, and to comply with our legal obligations.

Availability of the platform

We work to keep the platform available, but we do not guarantee that it will be uninterrupted or error-free. It may be unavailable during maintenance, because of a failure in a network, device or third-party service, or for reasons outside our control.

We may change, suspend or withdraw features, and may stop operating in a city. Where a change is material and we can give notice, we will.

The apps require a supported device, a working mobile number, network connectivity and the permissions the app asks for. We may require you to update to a supported version, and older versions may stop working.

Limitation of liability

Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited — including for death or personal injury caused by negligence, or for fraud.

Subject to that, and to the fullest extent permitted by law:

• The platform is provided on an "as is" and "as available" basis, without warranties of any kind beyond those that cannot be excluded.
• We are not liable for the acts or omissions of a driver or a rider, who are independent of us, nor for the condition or operation of a vehicle.
• We are not liable for indirect or consequential loss, or for loss of profit, revenue, data, goodwill or opportunity.
• We are not liable for delay or failure caused by events outside our reasonable control, including traffic, weather, industrial action, network or power failure, or the act of a public authority.
• Our total liability arising out of or in connection with a ride is limited to the total amount actually paid by the passenger for the specific ride giving rise to the claim.

You should hold appropriate insurance for your own circumstances. Drivers are responsible for maintaining the insurance required for commercial passenger transport in their market.

Indemnity

You agree to indemnify and hold harmless Viviax Technologies Private Limited, its officers, employees and agents against any claim, loss, liability, cost or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the platform, your violation of any law, or your infringement of another person's rights.

Complaints and dispute resolution

Most problems are resolved fastest by raising them in the app against the ride they concern, because the trip record comes attached. If support does not resolve it, escalate to our grievance officer — the route is on the contact page.

If a dispute is still unresolved, the parties will first attempt to settle it in good faith. Any dispute that cannot be settled will be subject to the dispute resolution process and forum set out in Salem, Tamil Nadu, India, under the law stated below.

Governing law

These Terms and any dispute arising out of them are governed by the laws of India, and the courts of Salem, Tamil Nadu, India have jurisdiction.

If any provision of these Terms is found to be unenforceable, the rest continues in force. A failure to enforce a provision is not a waiver of it. These Terms, together with the Privacy Policy and the Cancellation & Refund Policy, are the entire agreement between you and us about the platform.

Changes to these Terms

We may update these Terms as the platform or the law changes. The "last updated" date at the top reflects the current version, and the platform records which version you accepted.

Where a change is material we will give notice in the app or by email before it takes effect. Continuing to use the platform after a change takes effect means you accept the updated Terms; if you do not, stop using the platform and close your account.

Contact

• Support: support@pikmego.com
• Legal notices: legal@pikmego.com
• Grievances: grievance@pikmego.com
• Post: Viviax Technologies Private Limited, 2-54, Mariamman Koil St, Alavaipatty, Namakkal 637505, Tamil Nadu, India

See the contact page for which route suits which question.