Terms & Conditions

4.1 Account Creation

You sign in with your mobile number and a one-time password (OTP) sent to that number, so there is no password to remember. The personal data we collect, why we collect it and how long we keep it are explained in our Privacy Notice.

4.2 Account Security

You are responsible for:

• Keeping your mobile phone and OTP codes confidential
• Activity that takes place under your account
• Telling us promptly about any unauthorised access or security breach
• Keeping your account information accurate and up to date

This does not apply to the extent unauthorised access results from our failure to maintain reasonable security safeguards.

4.3 Account Suspension and Termination

We may suspend or terminate your account if you:

• Violate these Terms
• Engage in fraudulent or illegal activities
• Abuse or harass Service Providers or staff
• Provide false or misleading information
• Fail to pay for services you approved and received

We will tell you the reason for any suspension or termination. If there is an urgent safety or fraud risk, we may act first and tell you promptly afterwards. You can appeal the decision to our Grievance Officer (Section 16). Section 14 explains refunds and what happens to your data.

5.1 Service Requests

When requesting a service:

• Provide accurate location and vehicle information
• Describe your issue clearly and honestly
• Ensure your vehicle is accessible and safe to service
• Be available to communicate with the Service Provider
• Follow all safety instructions provided

5.2 Service Availability

Service availability depends on:

• Geographic location and coverage area
• Time of day and demand
• Weather conditions and road accessibility
• Service Provider availability
• Nature and complexity of the service required

We strive to fulfill all service requests but cannot guarantee service availability in all circumstances.

5.3 Cancellations

• (a) By you: Cancellation is free until a Service Provider is assigned and for 5 minutes after that. After that, only the cancellation fee shown in the app before you confirmed the booking may apply. No fee applies if the Service Provider is more than 15 minutes later than the arrival time shown when you confirmed, or if the Service Provider cancels.
• (b) By a Service Provider: Only if the location is unsafe or the information you gave was materially inaccurate. You won’t be charged unless you knowingly gave false information.
• (c) By Drive Fixit: For safety, security or suspected fraud, or if no Service Provider is available. If we cancel for any reason other than your breach of these Terms, you get a full refund of any amount paid, within the timelines in Section 6.4.

6.1 Pricing

• Prices are in Indian Rupees (INR). The price or estimate shown before you confirm a booking includes all mandatory charges and taxes.
• Prices may vary by location, time of day, service type and demand. If surge pricing applies, we show it before you confirm.
• Price changes do not affect a booking you have already confirmed.
• If the Service Provider finds that additional work or parts are needed, they will send you a revised quote through the app. No additional work is done and no additional amount is charged unless you approve the revised quote in the app. If you decline, you pay only for work you have already approved.

6.2 Payment Methods

We accept:

• Credit and debit cards (Visa, Mastercard, RuPay, American Express)
• UPI (Google Pay, PhonePe, Paytm, etc.)
• Digital wallets
• Net banking
• Cash (for select services)

6.3 Payment Authorisation

By confirming a booking, you:

• Authorise us to charge the confirmed amount and any revised amount you approve in the app
• Confirm that you are authorised to use the payment method you choose

6.4 Refunds

You are entitled to a full refund if:

• The Service Provider did not arrive after you confirmed the booking
• The service was not performed
• You were charged twice, or more than the amount you approved
• Drive Fixit cancelled the booking under Section 5.3(c)

If a service was performed but not as described, or there is a problem with the workmanship, tell us and we will review it. We will then offer a re-service, or a partial or full refund.

For the fastest resolution, raise refund requests in the app, with customer support or with our Grievance Officer (Section 16) within 7 days of the service. This timeline does not limit your rights under law. Approved refunds are credited to your original payment method within 5–7 business days. For cash payments, we refund to a bank account or UPI ID you provide.

8.1 Our Content

All content, features, and functionality of our Services, including but not limited to:

• Text, graphics, logos, icons, images
• Software, code, and algorithms
• Trademarks, service marks, and trade names
• Design, layout, and look-and-feel

are owned by Drive Fixit or our licensors and are protected by Indian and international intellectual property laws. You may not copy, modify, distribute, or create derivative works without our express written permission.

8.2 Your Ratings, Reviews and Photos

You keep ownership of the ratings, reviews and photos you submit. You give Drive Fixit a limited, non-exclusive, royalty-free licence to store, display and use them only to operate the Platform, for example to show ratings to other users or to review a complaint. The licence ends when the content is deleted or you close your account, except that ratings may be kept in anonymised form. Please don’t submit content that is unlawful, misleading or infringes someone else’s rights.

9.1 Service Disclaimer

We provide the Platform "as is" and "as available". We do not promise that:

• The Platform will be uninterrupted, secure, or error-free
• Results obtained from using the Platform will always be accurate
• Service Providers will meet every expectation you have
• Every defect or error will be corrected

This does not limit our responsibility for deficiency in service under the Consumer Protection Act, 2019, or our commitments in Sections 5, 6 and 9.

9.2 Limitation of Liability

(a) Nothing in these Terms limits or excludes liability for: (i) death or personal injury caused by the negligence of Drive Fixit or of a Service Provider while performing a service booked through the Platform; (ii) fraud or wilful misconduct; (iii) gross negligence; or (iv) any liability that cannot be limited under applicable law, including the Consumer Protection Act, 2019.

(b) Subject to (a), Drive Fixit is not liable for indirect or consequential losses, such as loss of profit or business opportunity, that were not reasonably foreseeable when you made the booking.

(c) Subject to (a), if your vehicle or property is damaged during a service booked through the Platform, report it to us within 72 hours, with photos where possible. We will investigate the claim and help resolve it with the Service Provider and their insurer, if any. If the claim is not resolved within 30 days, we will compensate verified direct loss up to ₹10,000 per incident. Reporting later does not take away your rights under law, but it may make the claim harder to verify.

(d) Subject to (a) and (c), Drive Fixit’s total liability for any other claim relating to a booking is limited to the greater of (i) the amount you paid for that booking or (ii) ₹5,000.

9.3 Service Providers

Services are performed by independent Service Providers. Before a Service Provider can accept jobs, Drive Fixit reviews the identity and skill documents they submit through the Partner app. Once a Service Provider is assigned to your booking, we will tell you who they are, in the app or on request.

Service Providers are responsible for the quality of their work. If something goes wrong, contact our Grievance Officer (Section 16). We will investigate, share the Service Provider’s details where you need them for your claim, and apply Section 9.2(c). This does not affect any rights you have against Drive Fixit or the Service Provider under law.

11.1 Informal Resolution

If you have a problem, please contact customer support at support@drivefixit.in or our Grievance Officer (Section 16) first, so we can try to resolve it. We handle complaints within the timelines in Section 16.

11.2 Your Consumer Rights

Nothing in this Section limits your right to approach a Consumer Commission or the National Consumer Helpline.

11.3 Arbitration

For other disputes, either party may refer the matter to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual agreement. The seat of arbitration is New Delhi, the arbitration will be conducted in English, and hearings may be held online.

11.4 Governing Law and Jurisdiction

These Terms are governed by the laws of India, without regard to conflict of law provisions. Subject to Section 11 and your statutory rights, the courts in New Delhi have jurisdiction over any disputes.

15.1 Entire Agreement

These Terms, together with the booking details shown in the app when you confirm a booking, are the entire agreement between you and Drive Fixit Private Limited about the Services. The Privacy Notice is not a contract and does not form part of these Terms.

15.2 Severability

If any provision of these Terms is found to be unenforceable, it will be replaced with the closest enforceable provision, and the remaining provisions will remain in full force and effect.

15.3 Waiver

If either of us does not enforce a right or provision of these Terms, that does not waive the right or provision.

15.4 Assignment

You may not transfer these Terms without our written consent. We may transfer these Terms to an affiliate or to a successor in a merger, acquisition or sale of the business, provided your rights under these Terms are not reduced. We will notify you at least 30 days in advance. If you don’t agree, you can close your account and ask us to delete your data.

15.5 Force Majeure

Neither of us is liable for failing to perform because of circumstances beyond our reasonable control, including natural disasters, acts of God, war, terrorism, strikes, or government actions. If a confirmed paid service can’t be performed because of such an event, you get a full refund for that service.

15.6 Electronic Record

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made under it. They are generated by a computer system and do not require a physical or digital signature.

15.7 Notices

We send notices to you by email, SMS or in-app message, using the contact details in your account. A notice counts as received when it is delivered to those details. You can send formal notices to us by email or post using the details in Section 16.

15.8 Communications

We send transactional messages, such as OTPs, booking confirmations, Service Provider updates, receipts and safety alerts, because they are needed to provide the Services. We send promotional messages by SMS, WhatsApp, email or phone only if you separately opt in, and you can opt out at any time.

15.9 Contacting You

You agree that we may contact you by telephone, email, SMS, WhatsApp or any other means of communication to:

• Get your feedback on the Platform or our Services
• Get your feedback on Service Providers or other users listed on the Platform
• Resolve complaints, information requests or queries from other users about ratings, reviews or photos you have submitted

We will not use these messages for promotions; promotional messages follow Section 15.8. You agree to give us your fullest co-operation when we contact you for these purposes.

By submitting suggestions or other feedback about our Services or the Platform, you agree that we may use and share that feedback for any purpose without compensation to you, and that we have no obligation to keep it confidential. This does not apply to your personal data, which we handle only as described in our Privacy Notice.

Grievance Officer

We acknowledge complaints within 24 hours and resolve them within 15 days. You will receive a ticket number and a copy of your complaint as recorded.