Terms and Conditions
Terms and Conditions for Use
Version: 1
Effective Date: 09.05.2026
For Dispatch Network Delivery Partner Platform
1. INTRODUCTION
1.1. These Terms and Conditions ("T&Cs") govern your access to and use of the Platform and Dispatch Network Services provided by Artem Network Private Limited ("Company" or “Dispatch” or "We" or "Us”) to individuals using the Platform to perform Dispatch Network Services ("User" or “Dispatch Partner” or “You”).
1.2. By registering on, accessing, or using the Platform, or by availing of Dispatch Network Services or offering any Dispatch Network Services through the Platform, You unconditionally agree to be bound by these T&Cs. If You do not agree to these T&Cs, You must immediately stop using the Platform.
1.3. These T&Cs constitute a legally binding agreement between You and the Company. You confirm that You have read, understood, and voluntarily accepted these T&Cs, and You agree to comply with all Applicable Law(s) and regulations when using the Platform.
1.4. These T&Cs constitute an electronic record generated by a computer system and are in compliance with the Information Technology Act, 2000, Digital Personal Data Protection Act, 2023, Act and all other Applicable Law(s) made thereunder, as amended from time to time and do not require any physical or digital signature.
1.5. The Company reserves the right to amend these T&Cs at its sole discretion without providing any prior notice. Your continued use of the Platform following any changes constitutes Your acceptance of the modified T&Cs. Provided however, that for changes that materially affect the Dispatch Partner's rights or data processing obligations, Dispatch shall endeavour to provide reasonable prior notice through the Platform or designated communication channels. Continued use of the Platform following such changes shall constitute acceptance of the revised T&Cs.
1.6. These T&Cs shall be read together with our Privacy Policy (https://www.dispatchlastmile.com/privacy), which is incorporated by reference and forms an integral part of these T&Cs. The Privacy Policy explains how We collect, use, store, and protect personal data in accordance with applicable data protection, cybersecurity, e-commerce, and other applicable laws. In case of any conflict, the Privacy Policy shall prevail for matters relating to data protection and privacy, and these T&Cs shall prevail for all other matters.
1.7. These T&Cs and the Account Status framework herein supersede all prior or contemporaneous communications, representations, or arrangements, whether written or oral, relating to access to or use of the Platform. Provided however, that matters relating to data protection and privacy shall be governed by and referred to the Privacy Policy.
2. DEFINITIONS
a. “Account Status” means the current operational state of a Dispatch Partner Account on the Platform, as determined by Dispatch from time to time, including Pre-onboarding, Onboarded, Rejected with Re-applicability, Rejected, Approved, Active (including the session sub-states of Inactive and Online), Dormant, Suspended, Terminated, Blacklisted, or Banned, each as defined in these T&Cs.
b. “Active” means the account state where an Approved Dispatch Partner has completed at least one delivery within such period as may be determined by Dispatch from time to time, and continues to engage with the Platform in accordance with these T&Cs. An Active Dispatch Partner is eligible to receive Order Requests, access Incentives and Bonuses (subject to applicable terms), and maintain their performance tier standing.
c. “Applicable Law” includes, all statutes, enactments, acts of legislature, ordinances, rules, by-laws, regulations, notifications, guidelines, clarifications, policies, directions, directives and orders or other governmental restrictions or any similar form or determination by, or any interpretation, having the force of law of any of the foregoing, of any government, statutory authority, tribunal, board, court having jurisdiction over the matter in question.
d. “Affiliate” with respect to: (a) a Person (other than an individual), means any Person who, controls, is controlled by or is under common control with such Person and (b) a Person (who is an individual), means any Person who is controlled by or is under common control with the individual, a relative of such individual and a Person who is controlled by or under common control with a relative of such individual.
e. "Approved" means the account state where the Dispatch Partner has successfully completed onboarding and all KYC, background verification, and document checks have been completed and approved by Dispatch. Upon Approval, a Dispatch Partner Account is created and a unique Dispatch Partner ID (“DPID”) is allotted. An Approved Dispatch Partner is eligible to log into the Platform and provide Dispatch Network Services, subject to these T&Cs.
f. “Banned" or "Banning” means a permanent and irreversible restriction whereby the Dispatch Partner is permanently barred from logging into or accessing or using the Platform or providing Dispatch Network Services, or re-applying for registration on the Platform under any circumstances. A Banned Dispatch Partner Account shall not be reinstated at any time.
g. “Base Pay” means the fixed or variable component of the Delivery Fees that the Dispatch Partner earns per completed delivery, excluding any additional Distance Pay, Wait Time Pay, Incentives, Surges, Bonuses or others.
h. “Blacklisted" or "Blacklisting” means the account state where a Dispatch Partner is subject to an indefinite restriction, during which the Dispatch Partner: (a) may log into the Platform; (b) cannot toggle to an Online state or receive Order Requests; (c) is not eligible to receive Payouts or withdraw funds from their Wallet; and (d) may not access certain Platform features as determined by Dispatch. A Blacklisted status shall remain in effect until Dispatch manually whitelists the Dispatch Partner at its sole discretion. Blacklisting does not preclude Dispatch from escalating the Account Status to Banned where circumstances warrant.
i. “Bonuses” means one time or milestone based monetary rewards offered by Dispatch including a joining bonus awarded upon onboarding or a referral bonus awarded for successfully referring a new Dispatch Partner, subject to the applicable terms, eligibility criteria, and conditions as may be prescribed by Dispatch from time to time.
j. “Cash or Pay on Delivery” or “CPOD” means a payment method where the Customer makes the payment for an order at the time of delivery, either in cash or through any other payment mode, either directly to the Dispatch Partner or to Dispatch via payment methods supported on the Platform.
k. “Client” means any third-party business, merchant, or company partnered with Dispatch for whom the Dispatch Partner performs Dispatch Network Services.
l. “Customer” or “End Customer” means the individual or recipient designated by the Client to whom the Order is to be delivered or from whom it is to be collected in case of a Return To Origin (RTO) order.
m. "Confidential Information" means any non-public, confidential, or proprietary information disclosed by Dispatch to the Dispatch Partner, or accessed by the Dispatch Partner in the course of providing Dispatch Network Services or while accessing the Platform, whether oral, written, or electronic, including but not limited to Customer data, Client data, business strategies, financial information, trade secrets, Platform technology, order data, and any information that a reasonable person would regard as confidential by its nature or context of disclosure.
n. “Delivery Bag” means a branded or unbranded field bag provided by Dispatch for use while performing Dispatch Network Services, which may be issued (i) against a charge or fee, (ii) against a security deposit, whether refundable or non-refundable and subject to completion of predetermined milestones, or (iii) at no cost, as determined by Dispatch from time to time.
o. “Delivery Fees” means the amount charged by Dispatch to the Client per Order for Dispatch Network Services.
p. “Destination” means the final delivery location or address where the order or item is to be delivered by the Dispatch Partner.
q. “Dispatch Partner” or “DP” means any individual who is onboarded on the Platform to perform Dispatch Network Services such as pick-up and delivery, transportation or logistics-related tasks. Dispatch Partners may operate independently or as part of a fleet and are engaged through contractual arrangements to fulfil service obligations via the Platform.
r. “Dispatch Partner Account” means digital account created for each Dispatch Partner upon registration on the Platform, which stores their profile, service history, earnings, compliance status, and other relevant information.
s. “Dispatch Partner App” or “Navigator” means the mobile application owned and operated by Dispatch, which facilitates access to Dispatch Network Services such as delivery requests, earnings, account management, and other tools for the Dispatch Partner.
t. “Dispatch Partner Earnings” or “Earnings” or “DP Earnings” means the earnings of a Dispatch Partner, including Order Pay, Bonuses and Incentives.
u. “Dispatch Partner ID” or “DPID” means the unique identification number assigned to each Dispatch Partner upon registration of their Dispatch Partner Account.
v. “Dispatch Network Services” means the services of pickup, transportation and delivery of goods and/or consignments, as applicable, provided by the Dispatch Partner.
w. “Dormant" means an operational state where the Dispatch Partner has not logged into the Platform for a continuous period of 14 (Fourteen) days or such other period as may be determined by Dispatch from time to time. A Dormant Account may result in restricted access to the Platform, ineligibility for Incentives or Bonuses during the Dormant period, and may require the Dispatch Partner to complete re-verification or refresher training prior to reactivation, at Dispatch's sole discretion.
x. “Effective Date” means the date of onboarding of the Dispatch Partner.
y. “Inactive” means a session-level state within an Active account where the Dispatch Partner is logged into the Platform but has not toggled to an Online status and is therefore not available to receive Order Requests. Inactive is a transient session state and does not affect the Dispatch Partner's underlying Account Status.
z. “Incentives” means performance based rewards offered to a Dispatch Partner which may be categorized as daily incentives, weekly incentives, monthly incentives, and special incentives, including festive or event based incentives announced for specific occasions. These incentives have their own set of rules and conditions to be fulfilled.
aa. “Information” shall mean and include any Personal Information, Non-Personal Information and Sensitive Personal Information or data collected from the Dispatch Partner, including Know Your Customer documents, mobile number, and any other information that the Company may deem fit.
bb. "Intellectual Property Rights" means, collectively:
i. all trademarks, service marks, trade dress, trade names, corporate names, logos, domains, slogans, tag lines and branding elements, whether registered or unregistered, and all applications, renewals, and extensions related thereto;
ii. all copyrights, moral rights, new releases and rights of authorship, whether registered and unregistered copyright, including all applications for registrations, renewals, derivative works, enhancements, modifications, updates, and other revisions thereof;
iii. all patents, whether registered or unregistered or provisional, including all patent applications and rights to inventions, formulas, processes and methods, including improvements, continuations, continuations-in-part, divisions, and reissues thereof;
iv. all design rights and product designs, including artwork, whether registered or unregistered, including all applications for registrations, renewals;
v. all software related assets, including but not limited to designs, specifications, technical documentations, computer software, and applications (desktop, mobile, and web-based), user interface designs, and related materials, data, including structured and unstructured datasets and databases, encryption methods, security protocols, and related configurations, DevOps configurations, test scripts, test cases, and validation processes, access credentials, methods, and processes related to software development and engineering practices; and any other assets, artifacts, or visual depictions, in whole or in part, of any of the foregoing components, code, source code, object code, computer program code, code libraries executables, binaries, code segments, processes, firmware, software, computer applications (desktop, laptop, or web based), data, databases, code segments, algorithms, code repositories, program management files, product development files, schematics, drawings, protocols, processes, and other visual depictions, in whole or in part, of any of the foregoing;
vi. all product research and development materials, including but not limited to designs, specifications, blueprints, documentations, components, datasheets, simulation reports and results, testing and validation reports and results, design validation plans, design verification plans, program management files, product development process files, product visualisation assets, digital prototypes and digital twins, renders, animations, videos, images, icons, audio-visual components and objects, schematics, protocols, processes, and other visual depictions, in whole or in part, of any of the foregoing;
vii. all trade secrets, know-how, and other confidential and proprietary information, including but not limited to product research files and data, engineering data, processes, technical data;
viii. all business information, including financial plans, business plans, marketing strategies, pricing structures, funding strategies, business strategies, Customers’ and suppliers’ list and contracts, pricing information, market research, risk management data, product road map, operational protocols, etc.;
ix. all documentation, including user manuals, operational guides, training materials, and other copyrightable works related to the above; and
x. any other intangible property rights and privileges of a similar nature, whether existing now or in the future, in any jurisdiction worldwide.
cc. “Minimum Guarantee” or “MG” means a minimum assured earning for a defined period such as daily, weekly, or otherwise. The eligibility and applicable terms will be specified in the Dispatch Partner App.
dd. “Misconducts” shall mean any action or omission that violates the Company’s policies or standard operating procedures or rules or guidelines including, without limitation, unprofessional and unethical behaviour, engaging in fraudulent practices, or not performing Dispatch Network Services in an efficient manner.
ee. “Referral Bonus” is a reward given for successfully referring new Dispatch Partners or Customers, subject to verification and applicable conditions.
ff. “Non-Personal Information” means any information that does not identify You individually. This includes, without limitation, the URL of the website visited before accessing the Platform, internet service provider details, aggregate usage data, device and software attributes, third party apps used, pages viewed, and cookie-related information.
gg. "Onboarded" means the account state where the Dispatch Partner has completed all steps of the registration process and submitted all required documents and information, but whose account is pending verification, KYC, background verification, or approval by Dispatch. A Dispatch Partner in the Onboarded state is not yet eligible to access the Platform or provide Dispatch Network Services and has not been allotted a DPID.
hh. "Online" means a session-level state within an Active account where the Dispatch Partner is logged into the Platform and has made themselves available to receive Order Requests.
ii. “Order” means any request for delivery of a Package, generated, confirmed, and transmitted by Client, containing the relevant transaction details, including pickup location, delivery destination, Package information, and delivery instructions submitted to Dispatch Network which are then assigned to a Dispatch Partner for the purpose of facilitating Dispatch Network Services.
jj. “Order Pay” means the total compensation payable to a Dispatch Partner for completing an order, which shall include the Base Pay, distance pay, surge pay, Wait Time Pay, as may be applicable, as calculated and displayed on the Platform, subject to applicable deductions, taxes, or adjustments in accordance with these T&Cs.
kk. "Order Request" or “Order Offer” means a notification or alert transmitted to the Dispatch Partner through the Platform by Dispatch, containing details of an available Order, which may include the Origin, Destination, estimated distance, and indicative Order Pay, in respect of which the Dispatch Partner may accept or decline / reject within the time period specified on the Platform.
ll. “Origin” means the location or address from where the Dispatch Partner is required to pick up the Order for the purpose of providing Dispatch Network Services.
mm. “Origin Representative” or “Origin Team” or “Store Team” means any natural person, merchant, seller, or any other personnel authorized by the Client at the Origin who acts as the primary on-ground point of coordination for Dispatch Network Services and who shall be responsible for lawful, accurate and timely handover of the Order to the Dispatch Partner, including without limitation, verification of order details.
nn. “Package” means any items, goods, articles, materials, or objects of an Order.
oo. “Payouts” means the amount paid by Dispatch to the Dispatch Partner, calculated on the basis of Order Pay, Bonuses, Surges, Incentives, and applicable deductions, and transferred to the Dispatch Partner’s bank account as per the payment cycle.
pp. “Person” includes any person (including a natural person), firm, company, corporation, unincorporated organization or association, trust, government, state or agency of a state, or any association or partnership (whether or not having a separate legal personality) of two or more of the foregoing.
qq. “Personal Information” means any data or information that relates to a natural person, which either directly or indirectly, in combination with other information available or likely to be available with Dispatch, is capable of identifying such person. This includes, but is not limited to, name, contact details (email, phone number), date of birth, gender, government-issued identification numbers, location data, financial information, device identifiers, and any other information provided voluntarily during the use of the Platform.
rr. “Platform” means the technology platform operated by the Company, including mobile applications, websites, dashboards, portals, APIs, and any other related interfaces or tools.
ss. "Pre-onboarding" means the account state of an individual who has initiated but not yet completed the registration process on the Platform. Pre-onboarding encompasses the following sub-states: (a) Prospect: where an individual has expressed interest or initiated sign-up but has not submitted any documents; (b) Partial Onboarding: where an individual has submitted some but not all required documents or information; and (c ) Onboarding Incomplete: where the registration process has been initiated but not fully completed within the time period prescribed by Dispatch. A Dispatch Partner Account is not created, and no DPID is allotted, during the Pre-onboarding state.
tt. "Prohibited Goods" means any items of which possession or transportation is prohibited under Indian law including but not limited to narcotics, hazardous materials arms and explosives.
uu. “Referrals” means wherein the Dispatch Partner may earn monetary rewards by referring new Dispatch Partners, subject to successful onboarding or transactions as per Dispatch’s Referral Policy.
vv. “Rejected” means the account state where the Dispatch Partner’s registration or application has not been approved by Dispatch, and the Dispatch Partner is permanently barred from submitting a fresh application on the Platform. A Rejected Dispatch Partner shall not be eligible to re-apply any time.
ww. "Rejected with Re-applicability" means the account state where the Dispatch Partner's registration or application has not been approved by Dispatch, but the Dispatch Partner is permitted to re-apply after the expiry of a cooldown period as determined by Dispatch at its sole discretion. The cooldown period and applicable conditions for re-application shall be communicated to the Dispatch Partner at the time of rejection. During the cooldown period, the Dispatch Partner shall not be eligible to access the Platform or provide Dispatch Network Services.
xx. “Return to Origin" or “RTO” or “Return to Origin Order” means the process of returning the Order to the original pickup point (Origin) in cases such as order cancellation, Customer unavailability, or delivery failure, as instructed by Dispatch.
yy. “Sensitive Personal Information” means such Personal Information that is of a confidential nature and requires a higher degree of protection. It includes, but is not limited to, information relating to:
i. Passwords;
ii. Financial information such as bank account details, credit card or debit card numbers, or other payment instrument information;
iii. Physical, physiological, or mental health condition;
iv. Medical records and medical history;
v. Sexual orientation or sex life;
vi. Biometric information, including facial images or data used for identity verification;
vii. Any detail relating to the above categories as provided to a body corporate for the purpose of providing services;
viii. Any such detail received by a body corporate for processing, storing, or handling under a lawful contract or otherwise; and
ix. Any other information that may be designated or interpreted as “Sensitive Personal Information” or “Special Category Personal Data” under Applicable Law(s), including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, as amended from time to time.
For clarity, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, and genetic data may also be regarded as Sensitive Personal Information under applicable international privacy norms, and shall be afforded equal protection wherever processed by us.
zz. “Slots” means the specific time periods made available on the Dispatch Partner App that a Dispatch Partner can book in advance to provide Dispatch Network Services.
aaa. Support Channels” means the official communication channels through which the User may interact with the Company for assistance, queries, feedback, or complaints. This includes but not limited to, email, in-app chat, web chat, Chabot, WhatsApp, phone calls and any other helpdesk or customer service interface operated or authorized by the Company, whether in-house or through a third-party service provider.
bbb. “Surges” means extra earnings offered during periods of rain, heat, cold, high demand, late night, or special events as determined by Dispatch and notified to the Dispatch Partner via the Platform.
ccc. “Suspended" or "Suspension” means a temporary restriction placed on a Dispatch Partner’s Account, for a defined period as determined by Dispatch, during which the Dispatch Partner: (a) may log into the Platform; (b) cannot toggle to an Online state or receive Order Requests; (c ) is not eligible to receive Payouts or withdraw funds from their Wallet; and (d) may not access certain Platform features as determined by Dispatch. Suspension shall be lifted automatically upon expiry of the prescribed period, or earlier at Dispatch's sole discretion, subject to any conditions imposed.
ddd. “TDS” means the statutory deduction made by Dispatch from the Dispatch Partner’s earnings as required under the Income Tax Act, 1961, which shall be deposited with the appropriate tax authorities and reflected in the Dispatch Partner’s tax statement.
eee. “Terminated” means the account state resulting from the permanent deactivation of a Dispatch Partner Account, either upon the Dispatch Partner's own written request or upon Dispatch's decision in accordance with these T&Cs. A Terminated Dispatch Partner shall lose access to the Platform and all associated services with immediate effect. Unlike a Banned Dispatch Partner, a Terminated Dispatch Partner may re-apply to register on the Platform in the future, subject to Dispatch's eligibility criteria and verification requirements at the time of re-application, entirely at Dispatch's sole discretion.
fff. “Termination" means permanent deactivation of the Delivery Partner’s access to the Delivery Partner App and discontinuation of the engagement by Dispatch.
ggg. “Tip” means any voluntary monetary amount paid by a Customer to the Dispatch Partner in appreciation of service.
hhh. “Wallet” means the digital ledger within the Dispatch Partner App, through which Earnings, collected amounts (including CPOD payments), deductions, penalties, minimum balance requirement, withdrawal history, etc. are tracked, maintained and displayed to the Dispatch Partner.
iii. "Zero-Tolerance Policy" means Dispatch's policy of imposing immediate disciplinary action, up to and including Suspension, Blacklisting, Termination or Banning of the Dispatch Partner Account, without prior warning or notice, upon the occurrence of any act or conduct that Dispatch, in its sole discretion, determines to be a serious violation of these T&Cs, Applicable Law(s), or Company policies. Acts subject to the Zero-Tolerance Policy include, without limitation: operating under the influence of alcohol, drugs, narcotics, or any other intoxicating substance; any form of physical assault, sexual assault, or threat of violence against any End Customer, Client, employee, or third party; and any other conduct that poses an immediate risk to the safety or wellbeing of any person. Invocation of the Zero-Tolerance Policy shall not restrict Dispatch's right to pursue any other legal or regulatory remedy available under Applicable Law(s).
3. GENERAL COVENANTS AND ELIGIBILITY
3.1. By registering as a Dispatch Partner on the Platform, You confirm and declare the following:
a. You are at least 18 (Eighteen) years of age and legally competent to enter into a contract under section 11 of the Indian Contract Act, 1872.
b. You possess all required government licenses and permits to perform Dispatch Network Services, including but not limited to, Aadhaar card, driving license and PAN card.
c. You are not barred by any legal/regulatory authority from performing Dispatch Network Services.
d. You have at least 2 (Two) years of two wheeler riding experience, required in case of accepting bike taxi orders (if and when enabled by Dispatch).
e. You consent to two wheeler riding tests as and when requested by the Company, these tests shall be conducted by a Company representative or a third party agency hired by the Company.
f. You do not have any pending dues or fines on the vehicle which will be used for performing Dispatch Network Services.
g. You will provide Dispatch Network Services in accordance with Applicable Law(s), including but not limited to:
i. Motor Vehicles Act, 1988 for vehicle and riding / driving compliance.
ii. Information Technology Act, 2000 for data and cyber law compliance
iii. The Digital Personal Data Protection Act, 2023, with respect to consent, collection, processing, and protection of personal data;
iv. Goods and Services Tax (GST) regulations (if applicable).
h. You must provide true, accurate, and complete information, including but not limited to:
i. Identity and address proof (Aadhaar, PAN).
ii. Vehicle registration/insurance details.
iii. Bank account details for payments.
iv. Driving License
i. You will under the Code on Social Security, 2020 and the rules, schemes and notifications issued thereunder, have a mandatory registration on the e-Shram portal and maintenance of a valid Universal Account Number (UAN) as a gig or platform worker.
j. The Company shall not be liable for any errors in information provided by You.
k. You authorize the Company to conduct police verification, background checks, and Know Your Customer (“KYC”) at any time and from time to time, at Dispatch’s sole discretion as per the Privacy Policy. Please read the Privacy Policy to understand how we collect, process, and share Your information, including Personal Information, Non-Personal Information and Sensitive Personal Information and any other Information.
l. You will not misuse the Platform (for example: fraud, fake bookings).
m. You will not transport any Prohibited Goods.
n. You will not engage in any form of discrimination based on caste, religion, gender, etc.
o. You do not suffer from any medical condition that would materially impair Your ability to safely perform Dispatch Network Services and may risk public health.
p. You are not a ‘specified person’ under Section 206AB of the Income Tax Act, 1961 (which attracts higher TDS rates).
q. If Your tax status changes, You will immediately inform the Company.
r. You are not affiliated with political or banned organizations.
You will inform Us immediately if the answer to the above changes at any time during the subsistence of the agreement.
4. REGISTRATION
4.1. Prior to completing Onboarding, You may be in a Pre-onboarding state. Dispatch may collect limited information from You during this stage for the purpose of assessing eligibility. No rights or obligations under these T&Cs shall accrue to You during the Pre-onboarding state, except the obligation of accuracy in information provided.
4.2. To get onboarded on the Platform and begin providing Dispatch Network Services, You may be required to pay a one-time onboarding fee (“Onboarding Fee”) to Dispatch. The amount and mode of payment of the Onboarding Fee shall be determined by Dispatch and communicated to You at the time of onboarding. In addition, You may be required to pay for:
a. A uniform and Delivery Bag fee for Dispatch-branded or unbranded attire and Delivery Bag;
b. A daily, weekly or monthly network access fee (“NAF”) for continued access to the Platform; and
c. Fees for training and support services provided by Dispatch.
d. Fees for riding test(s)
4.3. The Dispatch Partner shall attend all the training sessions/meetings conducted by the Company, whether in person or online or through the Platform.
4.4. By registering on the Platform, You authorize Us to:
a. Collect, store, and process your Personal Information, Sensitive Personal Information and Non-Personal Information:
i. To carry out KYC, background checks and police verifications at any time and from time to time, at Dispatch’s sole discretion.
ii. For Dispatch Network Services, business analytics, and research.
iii. For Marketing (subject to Your consent under the Digital Personal Data Protection Act, 2023).
b. Share Personal Information, Sensitive Personal Information and Non-Personal Information with third parties, service providers, financial institutions, logistics enablers, Clients, End Customers or government agencies in case of, including but not limited to:
i. Identity verification, KYC, police verification, background verification, Complaints, insurance facilitation, two-wheeler facilitation, customer support, accidents, investigations, legal compliances, legal disputes and/or any other related matters.
ii. Compliance with lawful requests under the Applicable Law(s).
c. Your failure, inability, or refusal to complete any verification, re-verification, or to submit required information or documents within the period prescribed by Us shall constitute a material breach of these T&Cs and may result in Suspension or Termination of your access to the Platform.
d. Dispatch is a “Data Fiduciary” and the Dispatch Partner is a “Data Principal” under the Digital Personal Data Protection Act, 2023. The Dispatch Partner shall have the right to access, review, correct, update, erase, or withdraw consent in respect of their Personal Information processed by Dispatch, subject to the requirements of Applicable Law(s) and Dispatch’s operational, legal, and compliance obligations. Any such request may be submitted to the Grievance Redressal Officer (GRO) specified in these T&Cs or through the designated Support Channels.
e. The Dispatch Partner acknowledges that withdrawal of consent or deletion of certain Personal Information, Sensitive Personal Information and Non-Personal Information which is required for legal compliance, safety, fraud prevention, taxation, or operational continuity may result in Suspension or Termination of the Dispatch Partner Account and cessation of access to the Platform.
4.5. To access and continue using the Platform, You must:
a. Meet onboarding criteria and submit valid up-to-date documents (e.g., driving license, vehicle registration certificate, Aadhaar, PAN).
b. Grant real-time permissions for:
i. Location tracking (mandatory while providing Dispatch Network Services, and may include background location tracking even when the app is running in the background or temporarily closed).
ii. Camera access (for profile photos, live selfies and proof of delivery pictures).
iii. DigiLocker (to generate Aadhaar OTP-based KYC authentication).
iv. Call and SMS permissions (to facilitate order communication, including one-tap calls to Customers and OTP reading); Access to contacts, gallery, and device storage (if required for document uploads, identity verification, or complaint resolution);
v. Permission for background operation of the app, to enable uninterrupted service flow, real-time updates, and navigation support.
vi. Battery optimization exemption (to allow the app to run in the background without being killed by device battery management).
vii. Microphone access (for in-app audio communications, voice-based support, or dashcam-related features, as applicable).
viii. Push notifications, alerts, and in-app messages for operational updates, delivery assignments, account activity, security alerts, and policy changes. Disabling such notifications may limit access to certain Platform features.
You acknowledge that refusal or withdrawal of any mandatory permissions may result in limited functionality of the Platform, Suspension, or deactivation of Your Dispatch Partner Account.
4.6. You confirm that all documents and information submitted by You are true, accurate, complete, and currently valid. You agree to promptly update or replace any document that becomes expired, invalid, or outdated. Failure to provide or verify required information may result in Suspension, Blacklisting, or Banning of Your Dispatch Partner Account.
4.7. You are solely responsible for:
a. Safeguarding Dispatch Partner Account credentials (such as username/password) and ensuring that no third party or any other person is granted access to your Dispatch Partner Account.
b. All activities conducted through Your Dispatch Partner Account on the Platform.
4.8. You must implement reasonable security measures, such as:
a. Using strong passwords.
b. Safeguarding all OTPs
c. Restricting access to unauthorized individuals.
Dispatch shall not be liable for any unauthorized access to or use of a Dispatch Partner Account. The Dispatch Partner shall be solely responsible and liable for all such unauthorized activities. Unauthorised access by any third party or any other person may lead to the Suspension, Blacklisting or Banning or your Dispatch Partner Account.
4.9. You consent to receive communications from Dispatch via:
a. Electronic means, including push notifications, emails, and WhatsApp messages.
b. Phone calls, SMS or written notices.
4.10. You consent to Dispatch monitoring and recording calls made to End Customers through the Platform as well as calls made by or to Dispatch’s Support Channels and Employees, including support centre and field ops teams, for the purposes of training, quality control, and complaint resolution.
4.11. If the Dispatch Partner logs into the Platform but does not toggle to an Online state, their session shall be recorded as Inactive. If the Dispatch Partner does not log into the Platform for a continuous period of 14 (Fourteen) days or more, their Account Status shall be updated to Dormant, and they may no longer be eligible to receive Order Requests.
4.12. You may request Reactivation of Your Dispatch Partner Account by reaching out to the designated Dispatch Support Channels or Representatives. Dispatch reserves the right to require re-submission of documents, updated KYC, or completion of refresher training as part of the reactivation process. Reactivation shall be at the sole discretion of Dispatch.
4.13. Dispatch reserves the right to require re-submission of documents, updated KYC, or completion of refresher training periodically.
4.14. Dispatch reserves the right to assign, modify, or update the Account Status of a Dispatch Partner in accordance with these T&Cs, based on verification outcomes, operational requirements, compliance status, or violations of Applicable Law(s) or Company policies.
4.15. (a) Where a Dispatch Partner's registration is marked as Rejected with Re-applicability, such Dispatch Partner shall not be permitted to access the Platform during the applicable cooldown period, but may re-apply upon its expiry subject to such conditions as Dispatch may prescribe. (b) Where a Dispatch Partner's registration is marked as Rejected, such Dispatch Partner shall not be permitted to access the Platform or submit a fresh application at any time.
4.16. Personal Information, Non Personal Information and Sensitive Personal Information collected from You shall be retained only for such duration as is reasonably required for legal, regulatory, tax, fraud-prevention, dispute resolution, and operational purposes, including enforcement of Dispatch’s rights under these T&Cs and Privacy Policy, and is permissible under Applicable Law(s).
4.17. Dispatch may retain such Personal Information, Non Personal Information and Sensitive Personal Information after Suspension or Termination of Your Dispatch Partner Account where required under Applicable Law(s) or for legitimate business purposes, and shall securely delete or anonymise such Personal Information, NPI and SPI once retention is no longer necessary, in accordance with the Digital Personal Data Protection Act, 2023 and Dispatch’s Privacy Policy.
4.18. You agree and acknowledge that, in the event of the deletion or erasure of Your Dispatch Partner Account, Dispatch may retain anonymized data submitted by You, maintained with reasonable technical, organizational, and security safeguards, solely for the purpose of preventing duplicate DP Accounts. In the event You resubmit any information for registration, Dispatch may conduct automatic system check against such anonymized data to determine whether a DP Account previously existed, in conformity with this T&Cs, the Privacy Policy, and in conformity with Applicable Law(s).
4.19. The Dispatch Partner acknowledges that access to the Platform and maintenance of any Account Status does not create any vested right, entitlement, or expectation of continued engagement, and Dispatch retains full discretion in determining Account Status.
5. YOUR CONDUCT
5.1. As a Dispatch Partner on the Platform, You agree to adhere to the following conduct guidelines, including but not limited to:
a. You shall not unreasonably reject/deny Order Request from Dispatch, except under exceptional circumstances (as determined by the Company at its sole discretion).
b. Repeated rejections/denials may result in issuance of Misconduct Penalties. It may also result in Suspension, Blacklisting, or Banning of Your Dispatch Partner Account on the Platform
c. You shall not engage in any conduct that harms the Company’s reputation or violates Applicable Law(s).
d. You are solely responsible for maintaining professional behaviour while providing Dispatch Network Services.
e. You are strictly prohibited from accepting rides, orders or delivery requests through street hailing or any offline means, while logged into the Platform.
f. You agree not to:
i. Share, transfer, or authorize others to use Your Dispatch Partner Account at any time.
ii. Use the Platform for unlawful purposes, including fraud, harassment, or transporting Prohibited Goods.
iii. Cause nuisance, inconvenience, or harm to End Customers, the Company, or any third party.
iv. Behave or act in an offensive, abusive or derogatory manner with any End Customer, Employees, Representatives, Affiliates, Contractors, Sub Contractors, Sellers/Merchants/Origin Representatives or any other third party.
v. Use abusive, foul, offensive or derogatory language towards any End Customer Employees, Representatives, Affiliates, Contractors, Sub Contractors, Sellers/Merchants/Origin Representatives or any other third party.
vi. Operate under the influence of alcohol, drugs, or illegal substances. We maintain a Zero-Tolerance Policy. Any violation will result in immediate Suspension or Banning or Blacklisting.
vii. Disrupt, hack, or misuse the Platform (e.g., viruses, spam, unauthorized access) or transmit chain letters, unsolicited commercial messages, or junk email.
viii. Falsify or delete author attributions, legal notices, or proprietary designations within the Platform or any shared content.
ix. Conduct or forward unauthorized surveys, contests, pyramid schemes, or similar solicitations through the Platform.
x. Download or distribute files posted by other users that You know, or reasonably should know, cannot be legally distributed.
xi. Copy, distribute, or misuse Platform content without prior written permission.
xii. Make statements about the Company, its Clients or End Customers without prior written permission.
xiii. Manipulate or exploit these Terms and Conditions or the Platform’s features in an unethical or dishonest manner to gain unauthorized benefits.
g. You shall not upload, share, or transmit any content that:
i. Violates Intellectual Property Rights (e.g., trademarks, copyrights).
ii. Is harmful, offensive, or illegal (e.g., hate speech, misinformation, child endangerment).
iii. Threatens national security, public order, or India’s sovereignty.
iv. Promotes gambling, unverified online games, or surrogate advertising.
v. Is of pornographic nature.
h. For safety and regulatory compliance purposes, Dispatch may prescribe maximum login or continuous usage limits on the Platform, and You agree to comply with such limits as may be notified from time to time. The Company reserves the right to auto log you off from the Platform as per its policy on shift duration and working hours, which may be amended from time to time.
i. You consent to police verification, background checks, and mandatory induction training before onboarding at any time and from time to time, at Dispatch’s sole discretion.
j. You agree to undergo refresher training as and when required by law or the Company.
k. You consent to a medical examination (including eye check-ups) at a Company-approved institution before operating bike taxi rides, if required by the Company. You will bear the cost of such medical checks.
l. If You are diagnosed with a serious or communicable health condition, You must immediately disclose this to the Company. The Company reserves the right to temporarily Suspend your access to the Platform until You are certified medically fit to resume work.
m. You consent to dashcam and/or audio recording (where implemented), for safety and monitoring purposes while performing Dispatch Network Services. We may use such recordings for internal reviews, safety investigations, dispute resolution, or legal compliance, in accordance with Applicable Law(s) and its Privacy Policy.
n. The Company reserves the right to conduct random spot checks of vehicles to ensure compliance with these T&Cs and Applicable Law(s).
o. The Company reserves the right to terminate Your access immediately for violations of this clause.
p. You shall at all times maintain professional, respectful, lawful, and non-intrusive conduct towards Us, End Customers, Affiliates, Clients other Dispatch Partners, and any person encountered while providing Dispatch Network Services. You shall not engage in any form of harassment, discrimination, intimidation, coercion, or unwelcome verbal, physical, digital, sexual, or offensive conduct on any prohibited ground. Any violation may result in Suspension, Blacklisting or Banning of your DP Account, without prejudice to our other rights under Applicable Law(s).
5.2. Dispatch maintains a Zero-Tolerance Policy towards any form of physical assault, sexual assault, violence, or threat of violence against its employees, Affiliates, authorised representatives, End Customers, contractors, sellers, merchants, Clients, or any other third party. Dispatch shall, where required or deemed appropriate, proactively cooperate with and provide relevant information and evidence to law enforcement or other competent authorities in accordance with Applicable Law(s).
5.3. Any violation of this Clause 5 may result in change of Account Status, including Suspension, Blacklisting, or Banning, in addition to any other remedies available to Dispatch.
6. SERVICE TERMS
6.1. The Dispatch Partner shall provide Dispatch Network Services as per the instructions received via the Platform, including Order pickup/delivery as notified.
6.2. The Dispatch Network Services shall be rendered professionally on a non-exclusive basis. However, if the Dispatch Partner logs into the Platform, they shall not log into other platforms at the same time. Dispatch may provide welcome kits/merchandise to support Dispatch Network Services. You must use the merchandise such as T-shirts and Delivery Bag at all times while You are logged in to the Platform and providing Dispatch Network Services.
6.3. The Dispatch Partner shall:
a. Create and maintain a secure login on the Platform (login credentials must not be shared with others);
b. Consent to real-time GPS tracking for operational and safety purposes, and acknowledge that such location data may be shared with End Customers, Clients, internal teams, or third-party service providers, in accordance with applicable privacy laws, including the Digital Personal Data Protection Act, 2023;
c. Deliver orders promptly and in a professional manner;
d. Collect full Cash or Pay on Delivery (CPOD) amounts, where applicable, strictly in accordance with Dispatch’s cash handling and remittance guidelines, and remit the collected amounts to the Company on the same day via a deposit to Your Wallet; as instructed on the app or by the authorised representatives of Dispatch.
e. Bear the cost of the order item(s) (“Order Value”) (including the Delivery Fees for the order) if lost, damaged or stolen, etc., till the time in their possession. This may be deducted from Your Wallet automatically by the Company and in case of insufficient funds in Wallet, it shall be paid by the Dispatch Partner within 24 hours of such event, by depositing such equivalent amount to the Wallet.
f. Provide all necessary information to Dispatch for regular cash reconciliation for the deliveries made.
6.4. The Dispatch Partner may, at their sole discretion:
a. Log in or log out of the Platform; or
b. Book delivery Slots in advance and remain logged in during the entire duration of the booked Slot.
6.5. If the Dispatch Partner books a Slot and fails to log-in or toggle to an Online state during that Slot, or logs in but fails to meet required performance parameters (such as order acceptance rate, timely deliveries, etc.), Dispatch may, at its sole discretion, temporarily block the Dispatch Partner from booking Slots - and/or deduct a cancellation fee, as prescribed by Dispatch from time to time, from the Dispatch Partner's Payouts.
6.6. Dispatch Partners shall be classified into multiple performance tiers by Dispatch based on individual service metrics. These tiers shall be labelled as determined by Dispatch. Dispatch reserves the right to rename the tiers at any time on its own discretion without prior notice. New Dispatch Partners with no prior performance history shall be initially assigned to the lowest tier. Performance tiers maybe updated periodically based on the Your performance, including but not limited to order acceptance rate, duration of work with the Platform, delivery timeliness, conduct and behaviour, End Customer feedback and ratings, Origin Representatives’ feedback and ratings, and adherence to Platform guidelines. Details regarding performance parameters, tier status, tier change history, and any benefits or Incentives associated with each tier shall be made available to Dispatch Partners via the Dispatch Platform.
6.7. Dispatch may charge a weekly or monthly Platform Fee or a network access fee, including applicable taxes, which may be charged upfront or may be deducted from the Dispatch Partner’s Payout towards the cost of enabling access to and use of the Platform.
6.8. Dispatch reserves the right to monitor performance and take appropriate action in cases of gross and wilful misconduct, negligence or fraud, repeated End Customer, Origin or Client complaints, or violations of service expectations.
7. PAYMENT TERMS
7.1. The Dispatch Partner will earn Order Pay for each completed delivery. Dispatch will inform You the Base Pay and the applicable Surge(s), Distance Pay, etc., if any; along with the order details.
7.2. Dispatch may, at its sole discretion, offer additional benefits from time to time, such as Surge, Incentives, Bonuses and Minimum Guarantee. These are over and above the Base Pay and are not guaranteed. For the avoidance of doubt, if there are two or more incentives active at a particular duration of time and the Dispatch Partner has fulfilled all conditions of such incentives. In such a scenario, the higher of the two will be given to the Dispatch Partner.
7.3. Notwithstanding anything contained elsewhere in these T&Cs, We shall process your Tips along with Weekly Payouts. You may also withdraw the Tips by placing a tip withdrawal request.
7.4. You expressly agree and acknowledge that Dispatch shall, at its sole discretion, determine, revise, reassess, or modify the Base Pay, Distance Pay, Order Pay, Wait Time Pay, Surges, Bonuses, Incentives and that the DP Earning displayed on the Platform at the time of an Order Request are only indicative, subject to change and revision prior to or after completion of the order, and shall vary based on factors including, without limitation, demand and supply conditions, traffic, weather, location, time, and operational availability. You further agree and acknowledge that any Bonuses or Incentives shall be entirely discretionary and non-guaranteed, and shall be applicable strictly in accordance with such terms, eligibility criteria, and limitations as may be solely determined by Dispatch from time to time.
7.5. In the event Dispatch is unable to ensure a minimum order volume necessary for the Dispatch Partner to earn a baseline income, Dispatch may, at its sole discretion, offer a Minimum Guarantee to Dispatch Partners who log in and remain available on the Platform. The amount, applicability, eligibility, and duration and applicable terms and conditions of such Minimum Guarantee shall be determined solely by Dispatch and the same may be offered selectively. The Dispatch Partner acknowledges that such a Minimum Guarantee is not a right or entitlement, and shall not be claimed as such.
7.6. Dispatch may, at its sole discretion, implement temporary incentive structure or levy certain deductions on the Dispatch Partners based on qualitative and/or quantitative parameters such as service quality, delivery efficiency, Customer feedback/ratings, Platform activity etc., and such incentive structures or deductions shall be communicated to the Dispatch Partner from time to time on the Platform or other official communication channels. The Dispatch Partner acknowledges that these mechanisms are dynamic and subject to change.
7.7. Dispatch will transfer Weekly Payouts, through a method and schedule it determines.
7.8. Dispatch may deduct from your outstanding dues, including but not limited to:
a. CPOD Amounts collected from End Customers but not deposited with the Company;
b. Cost of assets, kits, merchandise or materials provided by the Company that are not returned upon request or Suspension, Blacklisting, Banning or Termination;
c. Order Value of Orders that are lost, damaged or stolen due to your negligence;
d. Discrepancies between Cash or Pay on Delivery (CPOD) collected and the Order Value (cash shortfalls); and
e. Non-payment of Delivery Fees by the Client or any financial loss incurred by Dispatch due to delayed, damaged, incomplete, or improper delivery of Orders attributable to the Dispatch Partner; and
f. Penalties for breach of Service Level Agreements (SLAs) and non-performance, including but not limited to failure to use Company branded attire, failure to use helmets for safety, and non-compliance with Company’s policies and standard operating procedures.
7.9. Dispatch will deduct applicable taxes, including Tax Deducted at Source (TDS) under the Income-tax Act, 1961, before remitting Your earnings from the amounts payable to the Dispatch Partner under this Agreement, including Delivery Fees.
7.10. If a Dispatch Partner disputes any deduction or Penalties, they may raise a query or objection within 3 (Three) days of such deduction or Penalty being reflected. Dispatch shall review and resolve such dispute within a reasonable time. Where a deduction is under dispute, Dispatch may temporarily withhold the disputed amount.
8. OBLIGATIONS OF THE DISPATCH PARTNER
8.1. By registering on the Platform, You shall:
a. be available to accept delivery requests received through the Platform.
b. be solely responsible for arranging and maintaining a suitable vehicle for deliveries.
c. ensure the vehicle is in good working condition to avoid service delays.
d. bear all vehicle-related expenses (EMI, purchase cost, maintenance, fuel, etc.).
e. provide requested documents/information to Dispatch before or during the Platform Use.
f. follow the prescribed dress code and hygiene standards, including wearing company-branded attire and using Dispatch-provided Delivery Bag while performing Dispatch Network Services.
g. act with honesty, discipline, and in accordance with Dispatch’s policies and Applicable Law(s).
h. not mix the food and non-food items.
i. not incite, encourage or engage in any act that disrupts operations.
j. maintain all assets provided by Dispatch (e.g., welcome kits, delivery bags etc.) as well as any assets purchased by You for the purposed of providing Dispatch Network Services, in good and usable condition at all times.
k. be responsible for network connectivity and device compatibility.
l. not engage in fraudulent activities or seek undue advantages.
m. perform deliveries personally (no delegation to third parties).
n. ensure timely pick-up and delivery; report traffic delays promptly.
o. return the order items to the designated Origin in the event of order cancellation or a Return to Origin (RTO) Order promptly.
p. not log off during booked Slots, as they disrupt operations.
q. protect Dispatch’s reputation by delivering services efficiently and ethically.
r. keep all Confidential Information secure and use it only for delivery purposes.
s. not engage in illegal activities while using the Platform.
9. REPRESENTATIONS AND WARRANTIES
9.1. Both Dispatch Partner and the Company represent and warrant that:
a. They have full legal authority to enter into and perform obligations under these T&Cs.
b. Their execution of these T&Cs does not violate any existing agreements, laws, or court orders.
9.2. As a Dispatch Partner, You expressly agree to the following:
a. You possess all necessary licenses, permits, and approvals under:
i. Motor Vehicles Act, 1988 (valid driving license, vehicle registration, insurance, PUC certificate).
ii. Food Safety Standards Act, 2006 (if transporting food items).
b. You have no convictions or open matters/legal cases against You under any Applicable Law(s) of India or abroad, including but not limited to:
i. Drunk driving, fraud, sexual offenses, or violent/terror-related crimes.
ii. Theft, property damage, or misuse of a vehicle for illegal activities.
iii. Any other punishable offence under Bharatiya Nyaya Sanhita, 2023, the Bharatiya Nagarik Suraksha Sanhita, 2023, or any other special or local criminal legislation. You undertake to immediately disclose to Dispatch if any such matter arises during the term of your service.
c. You shall submit valid police verification certificates and background check reports as required by Dispatch at the time of onboarding and periodically thereafter, or at any other time upon Dispatch's request at its sole discretion. Failure to submit such certificates within the period prescribed by Dispatch shall constitute a material breach of these T&Cs and may result in Suspension, Blacklisting, or Termination of the Dispatch Partner Account.
d. Ensure the vehicle is used solely for permitted Dispatch Network Services under these T&Cs. Only when they are logged in to the Platform
c. There no prior convictions for crimes involving moral turpitude (in India or abroad).
e. Adhere to traffic laws, including speed limits and signals.
f. No intoxication (alcohol/drugs) while on duty.
g. Maintain basic grooming, hygiene and courteous behaviour at all times while providing Dispatch Network Services.
h. To not carry any weapons, dangerous items or Prohibited Goods in the vehicle or on You.
i. Perform Dispatch Network Services with reasonable skill, care, and efficiency.
j. Report Prohibited Goods (e.g., illegal goods) to Dispatch immediately.
k. No fraudulent acts, including:
i. Fake deliveries, order manipulation, or falsified documents.
ii. Charging unauthorized fees or Tips.
iii. Misusing GPS/data to exploit the Platform.
l. If Your aggregate turnover from the Platform exceeds or is likely to exceed INR 20,00,000 (Indian Rupees Twenty Lakh Only) in a financial year, You shall be responsible to notify Dispatch promptly to comply with GST registration requirements
m. No overloading of the vehicle with cargo is allowed.
n. Ensure goods are delivered without damage or tampering.
o. Use phones only when safely parked.
10. RELATIONSHIP BETWEEN THE PARTIES
10.1. The Dispatch Partner acknowledges that they shall operate as an independent contractor or gig worker and not as an employee, agent, or legal representative of Dispatch. This agreement establishes a principal-to-principal relationship, meaning the Dispatch Partner has no authority to bind the Company or act on its behalf, and is solely responsible for their own taxes, licenses, and compliance with Applicable Law(s). No employment, partnership, or joint venture relationship is created under these Terms & Conditions.
10.2. Any operational guidelines, performance standards, or safety controls prescribed by Dispatch are solely for the purpose of maintaining service quality, Customer safety, and legal compliance and shall not be deemed to constitute supervision or control of the Dispatch Partner as an employee.
11. CONFIDENTIALITY
11.1. The Dispatch Partner agrees to maintain strict confidentiality of all non-public information related to Dispatch, including but not limited to Customer details, business data, trade secrets, Platform content, Dispatch Partner App data, marketing strategies, financial information, and any proprietary technology ("Confidential Information"). The Dispatch Partner shall not disclose, sell, or misuse such information for any purpose other than providing Dispatch Network Services under this agreement. All Customer data remains the exclusive property of Dispatch, and the Dispatch Partner must safeguard it at all times, using it solely for authorized Dispatch Network Service related activities. This obligation survives Termination of the agreement or the engagement of the Dispatch Partner indefinitely.
The obligation under this Clause survives the Termination or expiry of this T&C.
12. INTELLECTUAL PROPERTY RIGHTS
12.1. Dispatch retains sole and exclusive ownership of all Intellectual Property Rights in and to the Platform, including but not limited to its design, software, source code, interface, content, trademarks, logos, algorithms, databases, and all related technology (“Intellectual Property”). Dispatch Partners are granted a limited, non-exclusive license to use the Platform solely for providing Dispatch Network Services in accordance with these T&Cs.
12.2. All Personal Information, documents, or data submitted by the Dispatch Partner shall remain their property. However, they grant Dispatch a worldwide, royalty-free, and sub licensable license to use it for, but not limited to, Platform operations, improvements, and aggregated analytics.
12.3. Dispatch may compile aggregated and de-identified data (i.e., “Aggregated Statistics”) for internal use, service improvement, or marketing purposes. Such data will not identify the Dispatch Partner personally and shall comply with applicable data protection laws, including the Digital Personal Data Protection Act, 2023.
12.4. Dispatch Partner hereby agrees and acknowledges that any access to a link, interface, functional integration, or redirection shall ensure that Dispatch Partner leaves the Platform through a hyperlink associated with Dispatch and all trademark, service mark, trade names, logo and any other intellectual property rights relating to third parties, including Clients and End Clients, that may be accessible or visible through the Platform, shall vest exclusively with their respective owners and nothing contained in this T&Cs shall confer upon the Dispatch Partner any right, title, interest, or license in respect of such third-party intellectual property rights.
12.5. Dispatch Partners must not reverse engineer, modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information or software obtained from the Platform, except with the prior written consent of Dispatch. Unauthorized use of trademarks, logos, or proprietary content is strictly prohibited.
13. SERVICE LEVEL AGREEMENTS AND GUIDELINES
13.1. Dispatch reserves the right to prescribe, modify, and communicate from time to time certain Service Level Agreements (SLAs), operational guidelines, or performance benchmarks ("Performance Standards") that the Dispatch Partner must comply with while rendering Dispatch Network Services through the Platform.
13.2 These Performance Standards may relate to, but are not limited to:
a. Order acceptance and completion rates
b. Timeliness of pickups and deliveries
c. Customer ratings and complaints
d. Origin ratings and complaints
e. Client ratings and complaints
f. App login/logoff patterns
g. Compliance with safety protocols and delivery procedures
h. Trainings and evaluation
i. Grooming and upkeep
j. Behaviour towards Origin representatives and Customers
13.3. The Dispatch Partner acknowledges and agrees that adherence to such standards is essential to maintaining access to the Platform. If the Dispatch Partner fails to comply with any of the prescribed Performance Standards or guidelines, Dispatch shall have the right, at its sole discretion, to:
a. Withhold or deduct part or full of your Earnings, including Order Pay and Rewards, for the relevant period; and/or
b. Take other corrective or disciplinary actions, including issuance of Misconduct Penalties, Suspension, Blacklisting or Banning of Dispatch Partner Account and access to the Platform.
13.4. The Dispatch Partner further acknowledges and agrees that such decisions by Dispatch shall be final and binding, and the Dispatch Partner shall not claim any right or entitlement to compensation arising from such enforcement.
14. INDEMNITY
14.1. The Dispatch Partner agrees to indemnify, defend, and hold harmless Dispatch, its Affiliates, officers, directors, employees, and agents from all claims, liabilities, damages, losses, costs, or expenses (including legal fees) arising from (a) any breach of these T&Cs, (b) failure to comply with Applicable Law(s), or (c ) negligent/wrongful acts in performing Dispatch Network Services.
14.2. Dispatch reserves the right to assume exclusive defence of any such claim (including settlement rights), with the Dispatch Partner's required cooperation. While Dispatch will attempt to notify of third-party claims, the Dispatch Partner may engage separate counsel at their own expense. This indemnification obligation survives Termination of the T&C or the engagement of the Dispatch Partner.
15. SET OFF
15.1. In addition to any other remedies provided under these T&C or provided by law or in equity, Dispatch may, at any time, set off any liability of the Dispatch Partner to Dispatch against any liability of Dispatch to the Dispatch Partner, whether either liability is present or future, liquidated or unliquidated, and whether or not either liability arises under these T&C.
16. LIMITATION OF LIABILITY
16.1. Dispatch shall not be liable for any claims, damages, or losses arising from:
a. Your use of the Platform, including but not limited to issues regarding quality, suitability, or merchantability;
b. Your breach of Applicable Law(s), these T&Cs, or duty of care owed to users;
c. Your conduct, vehicle condition, or any agreements between You and Customers; or
d. Third-party content, advertisements, or services linked to our Platform.
16.2. To the maximum extent permitted by law:
a. We exclude all liability for indirect, punitive, incidental, special or consequential damages; and
b. Our total aggregate liability under these T&Cs shall not exceed INR 1,000, regardless of the legal theory (contract, tort, negligence etc.).
16.3. Additionally, the Dispatch Partner acknowledges that Dispatch is not the seller, merchant, or provider of the goods being delivered. Dispatch does not control product quality, pricing, or merchant conduct. Any consumer claims relating to goods or services shall lie solely against the merchant or the Dispatch Partner, as applicable.
17. LINKS TO THIRD-PARTY SITES
17.1. The Platform may contain links to third-party websites, applications, or services that are not owned or controlled by Dispatch. Such links are provided solely for convenience, advertisements and informational purposes. Dispatch does not endorse or assume any responsibility for the content, privacy policies, terms of use, or practices of any third-party site. You acknowledge and agree that accessing or using such third-party content is entirely at Your own risk, and Dispatch shall not be liable for any loss, damage, or other consequences arising from Your interaction with or reliance on such third-party content or services.
18. DISCLAIMERS
18.1. Dispatch provides the Platform strictly on an "as is" and "as available" basis without any warranties or representations of any kind, whether express or implied. We do not guarantee that the Platform will be uninterrupted, timely, secure, error-free, or meet your specific requirements. The quality, accuracy, reliability, and completeness of the Platform and any information obtained through the Platform are not warranted. Dispatch expressly disclaims all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement to the fullest extent permitted by law.
18.2. You acknowledge that the Platform may be subject to limitations, delays, and disruptions inherent in internet and electronic communications, including but not limited to: (a) hardware, software, or network failures; (b) compatibility issues, viruses, or system errors; (c ) overcapacity or technical malfunctions; (d) natural disasters, severe weather, or unforeseen events beyond our control; (e) labour strikes, utility interruptions, or governmental restrictions; and (f) any other causes outside our reasonable control. Dispatch shall not be liable for any delays, service interruptions, errors, damages, or losses resulting from such issues.
18.3. By using the Platform, You agree that the entire risk arising from your use remains solely with You, and You shall have no recourse against Dispatch for any dissatisfaction, losses, or damages incurred.
18.4. Dispatch is under no obligation to treat any feedback, suggestions, or comments provided by You as confidential, nor to compensate for, acknowledge, or respond to such feedback in any manner.
18.5. We are not liable for the acts of the DP. The Dispatch Partner shall be solely responsible for the safekeeping, use, and return of all Company merchandise or assets during the term and upon Suspension, Blacklisting, Banning or Termination. The Company shall not be liable for any acts, omissions, misuse, or unauthorised use of such merchandise or assets by the Dispatch Partner at any time.
19. SUSPENSION AND TERMINATION
19.1. Suspension, Blacklisting or Banning: Dispatch may, at its sole discretion, Suspend, Blacklist, or Ban any Dispatch Partner Account, with or without prior notice, where Dispatch reasonably believes that the Dispatch Partner has violated these T&Cs, Applicable Law(s), or Company policies, including but not limited to the following circumstances:
a. The Dispatch Partner is suspected of fraud, misconduct, or violation of company policies;
b. Provided information fails verification/ authentication during onboarding or subsequently;
c. The Dispatch Partner's actions disrupt operations, damage Company assets, or harm other stakeholders; or
d. Performance consistently falls below Dispatch's quality standards as periodically updated.
19.2. Dispatch may Suspend, Blacklist or Ban your engagement with the Company with immediate effect upon occurrence of:
a. Material breach of these T&Cs;
b. Violation of Company policies;
c. Submission of false/misleading information;
d. Fraudulent conduct, gross negligence, or illegal activities;
e. Impersonation or identity fraud;
f. Collusion with Customers/other partners/others for undue gains; or
g. Defamatory actions damaging Company reputation through any media and non-media channels.
h. Absconding with, or unauthorized retention of, any asset, delivery item, cash, or valuable property belonging to Dispatch, its Customers, or its personnel, including failure to return such items within 4 (Four) hours of receiving them without valid justification.
19.3. The Company may terminate these T&Cs or the engagement with You without any prior written notice. Such decision shall be communicated through designated Dispatch representatives).
19.4. Post-Termination Actions:
a. Dispatch reserves the right to recover outstanding dues and pursue legal remedies;
b. All Termination / Suspension / Blacklisting / Banning notices will specify the reasons and be communicated via:
i. Designated representative
ii. Platform notification
c. The Dispatch Partner shall return all the assets, merchandise, or property provided by the Company within 24 (Twenty-Four) hours of Termination. In the event of failure to return such items, the Dispatch Partner expressly authorises Dispatch to set off the cost of such items against the Payout due to the Dispatch Partner.
d. Where any merchandise or equipment has been purchased by the Dispatch Partner, ownership of such items shall vest with the Dispatch Partner. However, upon Termination, the Dispatch Partner shall immediately cease using any Dispatch-branded merchandise, uniforms, or identifiers, shall not represent or hold themselves out as being associated with Dispatch in any manner, and shall remove, conceal, or destroy such branding if so instructed by Dispatch.
19.5. Account Status change/Termination of Dispatch Partner Account may be reconsidered if:
a. The issue resulted from unintentional errors;
b. The Dispatch Partner completes mandatory retraining; and
c. Demonstrates commitment to improve performance metrics.
19.6. Any Dispatch Partner whose Dispatch Partner Account Status has changed (other than Banned status), shall have the right to submit a written appeal within 7 (Seven) days from the date of receipt of such decision. The appeal shall be reviewed by Dispatch’s internal review committee or an authorised representative, You will receive response to such appeal within 15 (Fifteen) days from the date of receipt of the appeal. A Dispatch Partner whose Account has been Banned may submit a written representation to the Grievance Redressal Officer within 30 (Thirty) days of the Banning solely on the ground of factual error or mistaken identity. Such representation shall not constitute an appeal, shall not entitle the Dispatch Partner to reinstatement as of right, and Dispatch's decision thereon shall be final.
19.7. During the pendency of the appeal, Dispatch may, at its discretion, Suspend, Blacklist or Ban the Dispatch Partner Account where the action involves safety, fraud, customer protection, or legal compliance.
19.8. The decision of Dispatch upon such review shall be final and binding, without prejudice to any statutory rights available to the Dispatch Partner under Applicable Law.
19.9. A change in Account Status, including Suspension, Blacklisting, or Banning, may result in restriction or loss of access to the Platform, forfeiture of incentives, withholding of Payouts (subject to Applicable Law(s)), and deactivation of services, without prejudice to Dispatch’s other rights and remedies. For the avoidance of doubt, Dispatch may withhold, adjust, or forfeit Payouts, Bonuses, Incentives, or other benefits during periods of Suspension, Blacklisting, or Banning, subject to Applicable Law(s).
20. GOVERNING LAW, JURISDICTION AND DISPUTE RESOLUTION
a. These T&Cs shall be governed by and construed in accordance with the laws of India.
b. The courts in Pune, Maharashtra India, shall have exclusive jurisdiction over any legal proceedings arising from these T&Cs, except as specified below for arbitration.
c. All disputes arising out of or in relation to these T&Cs will be settled amicably by the parties. In the event, no amicable settlement is arrived at within a period of 15 (Fifteen) days from the date of first initiation of the dispute by one party to other, the parties will resolve the dispute by means of arbitration pursuant to the Arbitration and Conciliation Act, 1996.
d. The arbitration proceedings will be conducted by an arbitral tribunal consisting of 1 (One) arbitrator mutually appointed by You and the Company.
e. The arbitration proceedings will be conducted in English or such other Indian language as may be determined by Dispatch, having regard to the location of the Dispatch Partner and the nature of the dispute. In the event of any inconsistency, the English version of the award shall prevail.
f. The seat for arbitration will be Pune, Maharashtra, India.
g. The award of the arbitral tribunal will be final and binding.
21. ACCIDENTS WHILE PROVIDING DELIVERY SERVICES
21.1. The Dispatch Partner shall be solely and entirely responsible for any and all accidents, incidents, or damages involving the vehicle used by them while performing Dispatch Network Services through the Platform.
21.2. Dispatch expressly disclaims all liability arising out of or in connection with any such accidents or incidents, including but not limited to:
a. Personal injury or death to the Dispatch Partner or third parties,
b. Property damage (whether to the vehicle, goods, or third-party vehicles or property),
c. Medical or hospitalization expenses, and
d. Any legal or financial consequences resulting from such events.
The Dispatch Partner shall ensure that the vehicle used is insured in accordance with Applicable Law(s).
22. INSURANCE
22.1. The Company reserves the rights of onboarding You on our Platform provided that You agree that We act as a facilitator and communicator for the purpose of insurance arrangement between You and insurance provider including without limitation, approval, authorization which shall be freely provided under this non-employer employee group insurance policy. The Company may, at its sole discretion, provide certain insurance covers for Dispatch Partners, including but not limited to health, accidental cover, IPD, OPD, mobile phone protection, etc. These insurance covers, if provided, are facilitated by third-party insurance providers. Dispatch is not the insurer and shall not be responsible for any claims, processing, delays, or disputes related to the insurance. The Dispatch Partner shall directly engage with the respective Insurer or third-party insurer for all matters related to the insurance cover.
22.2. The availability, scope, and amount of such insurance cover may vary from time to time and from Dispatch Partner to Dispatch Partner, based on factors such as region, performance, operational requirements, or any other criteria determined by Dispatch. Dispatch may, at its sole discretion, choose to offer or withdraw such insurance covers at any time, without prior notice and without any obligation.
22.3. In the event You commit, attempts to commit, or is alleged to have committed any fraud, misrepresentation, suppression of material facts, or any other wrongful or unlawful act, the mere association of Dispatch solely as group policy holder shall not attribute or extend any liability or responsibility to Dispatch. For avoidance of any doubt, all legal, statutory, contractual, civil, criminal, and regulatory consequences arising out of or in connection with shall exclusively be concerned with the Insured Person and, wherever applicable, the Insurer. Dispatch shall not be liable for any such acts or proceedings solely by reason of its status as group policyholder, except as otherwise provided in conformity with Applicable Law(s).
23. REPORT ABUSE
23.1. You are solely responsible for any content, material, or communication shared through the Platform. If You become aware of any misuse, abuse, violation of these T&Cs, or unlawful activity occurring on the Platform, You are encouraged to report such incidents to Dispatch through the grievance redressal mechanism. Dispatch reserves the right to take appropriate actions, including content removal, investigation, Suspension, Blacklisting, Banning or Termination of access, in accordance with Applicable Law(s) and internal policies.
24. NOTICES
24.1. The Company may give notice by means of a general notice on the Platform, or by SMS, WhatsApp message or by written communication sent by regular mail to the Dispatch Partner’s address on record in the Company’s account information. The Dispatch Partner may send any notice, request, or complaint to the Company by email at: dp.support@dispatchnetwork.co or through any other Support Channels.
25. CUSTOMER CARE AND GRIEVANCE REDRESSAL
25.1. For routine operational issues, queries, complaints, or suggestions regarding the Platform, the Dispatch Partner shall reach out through the designated Support Channels at first instance. Customer Care details: dp.support@dispatchnetwork.co
25.2. For formal grievances of a serious nature, including disputes regarding Account Status, deductions, data privacy, or any matter requiring escalation, the Company has appointed a Grievance Officer in accordance with Applicable Law, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 and the Code on Social Security, 2020 (to the extent applicable and as notified from time to time). Such grievances shall be addressed to the Grievance Officer as set out below and will be handled in accordance with Applicable Law(s).
Grievance Redressal Officer: Arunabh Mukherjee
Phone: +91 90670 42360
E-mail: gro@dispatchnetwork.co
Address. Artem Network Private Limited, H Core, Solitaire Business Hub, Viman Nagar, Pune, Maharashtra – 411014, India.
Timeline: acknowledgement within 24 hours of receipt of the grievance and redressal of the same within 15 days of the date of receipt of the grievance.
26. MISCELLANEOUS:
26.1. Assignment: The Dispatch Partner may not transfer or assign any rights or obligations under these T&Cs without the Company's prior written consent. Dispatch reserves the right to assign these T&Cs, in whole or in part, to any Affiliate or third party without requiring consent from or notice to the Dispatch Partner.
26.2. Entire Agreement: These T&Cs supersede all prior discussions and agreements (whether oral or written) if any, between the parties with respect to the subject matter hereof.
26.3. Amendment: Dispatch may modify these T&Cs at its sole discretion at any time. It is the Dispatch Partner's responsibility to regularly review the most current version of the T&Cs available on the Platform. All amendments shall become effective immediately upon being published on the Platform, and continued use of the Platform after such publication shall constitute binding acceptance of the revised terms. Any amendments or new versions will be identifiable by a version number and date.
26.4. Severability: If any provision or any part of a provision of these T&Cs is invalid, unenforceable or prohibited by Applicable Law(s) of the Republic of India , such provision or part of provision will be severed from these T&Cs and will be considered divisible as to such provision or part thereof and such provision or part thereof will be inoperative and will not be part of the consideration moving between You and the Company hereto and the remainder of these T&Cs will be valid and binding and of like effect as though such provision was not included herein.
26.5. Force Majeure: Neither party shall have any liability under or be deemed to be in breach of these T&Cs for any delays or failures in performance of these T&Cs which results from circumstances beyond the reasonable control of that party such as acts of god, fire, earthquake, flood, lightning, violence of any army or mob or enemies of the country.
26.6. Waiver: No waiver of any part of these T&C or consent to any departure from it by any party shall be effective unless it is in writing by the Company. A waiver or consent shall be effective only for the purpose for which it is given. No default or delay on the part of any party in exercising any rights, powers or privileges operates as a waiver of any right, nor does a single or partial exercise of a right exclude others.
26.7. Publicity and Media Consent: The Dispatch Partner hereby acknowledges and agrees that Dispatch may use their photograph(s)/videos for internal and external purposes, which may include use in internal communications, presentations, training materials, and for marketing and advertising activities across various platforms including, but not limited to, online media, social media, and offline print materials and further consents to the sharing of such photographs with third parties solely for the purposes stated above. Such use shall not entitle the Dispatch Partner to any compensation or royalty.
26.8. Anti – Bribery and Anti – Corruption: Dispatch has no tolerance for bribery or corruption in any aspect of its business. Dispatch’s policy prohibits engaging in any form of corruption, bribery, kickback, extortion, embezzlement or money laundering. Dispatch is committed not only to complying with all Applicable Law(s) and regulations regarding such activities but also to acting with integrity and the highest ethical standards. The Dispatch Partner shall not participate in, facilitate or permit any form of corruption, bribery, kickback, extortion, embezzlement or money laundering, whether with respect to public officials or to any other person. The Dispatch Partner shall comply strictly with all Applicable Law(s) and regulations and with the Dispatch’s policy. Breach of this clause shall be deemed a material breach of these T&Cs entitling Dispatch to terminate the engagement forthwith.
26.9. Anti–Drug and Anti Alcohol Use: The Dispatch Partner acknowledges and agrees that Dispatch maintains a strict Zero-Tolerance Policy towards the use, possession, or influence of drugs, alcohol, or any intoxicating substances while performing Dispatch Network Services or being logged into the Platform. The Dispatch Partner shall not consume, be under the influence of, or carry any drugs or alcohol while using the Platform or while in uniform or handling orders. Any violation of this policy shall constitute a material breach of these T&Cs and shall entitle Dispatch to take immediate disciplinary action, including but not limited to Suspension, Blacklisting, Termination or Banning of the Dispatch Partner Account. Dispatch reserves the right to conduct random checks or require medical testing (where permitted by law) to ensure compliance with this policy.
26.10. Language Accessibility: This Agreement is available in multiple regional languages for ease of understanding and accessibility. In case of any inconsistency between the regional language version and the English version, the English version shall prevail.