Terms & Conditions

1.1 If a customer returns a product due to damage, defect, incorrect item, expired goods, or other valid causes, you, the Vendor, shall bear:

• The return shipping/delivery charges
• Any replacement shipping charges (if applicable)
• Any applicable compensation mandated under Consumer Protection Act, 2019 – Section 17

1.2 Return charges shall not be deducted from the customer's refund.

1.3 Example: If a customer orders a fresh cake and receives a stale or damaged cake, you will pay for the reverse pickup cost and resend a fresh cake at your expense.

2.1 After an order is successfully delivered and accepted by the customer, Routo will release payment to you after deducting:

• Platform commission (18%–20%)
• Applicable Goods and Services Tax (GST)
• Any penalties or adjustments (if applicable)

2.2 Settlement timelines will be 3-5 working days, subject to banking delays.

2.3 Example: If you sell a product for ₹1000 and the commission is 18%, you will receive ₹820 minus applicable GST and adjustments.

3.1 All documents submitted during registration (e.g., GST Certificate, FSSAI License, Aadhaar, PAN) must be genuine, valid, and up to date.

3.2 Submitting false, forged, or expired documents will result in IMMEDIATE TERMINATION without prior notice under IPC Section 420 (Cheating) and possible legal prosecution.

3.3 Routo reserves the right to conduct random audits.

4.1 Vendors must update product availability in real time.

4.2 If an item is out of stock, you must:

• Immediately mark it as "Out of Stock" on the platform, or
• Restock and update inventory status within 2 hours

4.3 Repeated acceptance of orders for unavailable products will lead to:

• Reduction of shop rating
• Temporary suspension
• Public flagging of your shop profile

5.1 You must deliver exactly what is described in the listing — correct brand, size, weight, type, and quality.

5.2 If delivering food items, ensure compliance with Food Safety and Standards Act, 2006.

5.3 Any misrepresentation or substitution (e.g., giving mutton biryani instead of vegetable biryani) will make you fully liable for:

• Refunds
• Compensation
• Legal penalties under Section 272 IPC (Adulteration of Food)

4.1 Obligation to Pay: By placing a COD order, you agree to pay the full order value upon delivery.

4.2 Refusal to Pay: If you refuse payment without valid reason:

• Your account will be permanently banned
• Legal action will be taken under IPC Section 415 & 420 (Cheating and dishonest misrepresentation).

5.1 Standard Refund Time: Refunds for cancelled or returned orders will be processed within 7 working days from approval.

5.2 Bank Delays: Routo will not be responsible for delays caused by your bank, payment gateway, or financial institution.

5.3 Refund Method: Refunds will be made to the original payment method unless otherwise agreed in writing.

1.1 Sole Responsibility of Sender

• You, the sender, are fully responsible for the legality, safety, and accuracy of the contents of the parcel.
• Routo acts solely as a facilitator and will not be held responsible for the condition or legality of the parcel contents.

1.2 No Guarantee for High-Value Items

• Routo strongly advises against sending high-value, irreplaceable, or fragile items unless covered under Routo’s Parcel Insurance Policy (refer to Clause 3.3).
• High-value items include jewellery, cash, electronics, luxury goods, and collectibles.

2.1 Strict Prohibition

• Narcotics, drugs, or psychotropic substances (NDPS Act, 1985)
• Firearms, ammunition, explosives (Arms Act, 1959)
• Counterfeit currency or goods (IPC Sections 489A–489E)
• Perishable items without proper packaging
• Hazardous chemicals or toxic materials
• Live animals or prohibited wildlife products (Wildlife Protection Act, 1972)

2.2 Consequences of Violation

• If prohibited/illegal items are found, your account will be permanently banned.
• Legal action will be initiated under relevant Acts, including police reporting.
• The traveler delivering such parcels may also be investigated, and your details will be handed over to authorities.

3.1 No Full Liability Without Insurance

Routo is not fully liable for lost parcels unless covered by Parcel Insurance.

3.2 Proof of Value

• In case of loss, you must provide valid purchase invoices, receipts, or proof of value.
• Without valid proof, no compensation will be considered.

3.3 Insurance Coverage

If insured, Routo will compensate up to 50% of the parcel’s declared value, subject to claim verification.

4.1 Traveler Responsibility

• Once picked up, the traveler is responsible for the parcel’s safe handling.
• In case of damage caused by the traveler’s negligence, compensation will follow Traveler Terms & Conditions – Section 4.

4.2 Partial Compensation from Routo

If the traveler refuses or fails to compensate, Routo may pay up to 20% of the product’s value, based on valid proof and investigation results.

4.3 Packaging Requirement

• It is your responsibility to ensure proper packaging to prevent transit damage.
• Poor packaging that directly results in damage will void any compensation claims.

5.1 Estimated Delivery Times

• Timelines provided are estimates and may vary due to traffic, weather, or unforeseen events.
• Routo will not be liable for delays caused by factors outside reasonable control.

5.2 Critical Deliveries

For urgent or time-bound deliveries, it is your responsibility to notify the traveler and confirm feasibility before booking.

1.1 Binding Commitment upon Acceptance: The moment you accept a delivery request on the Routo platform, you enter into a legally binding service agreement to complete the pickup and delivery within your declared travel route and without unreasonable delay.

1.2 No Unauthorized Cancellations: Once accepted, cancellation is strictly prohibited unless:

• There is an exceptional, unforeseen emergency, and
• Routo Support Team provides explicit written or recorded approval.

1.4 Legal Reference: Failure to complete delivery without a valid reason may be treated as "Breach of Contract" under the Indian Contract Act, 1872.

2.1 Mandatory Legal Compliance: Travelers must strictly adhere to:

• Motor Vehicles Act, 1988 (Sections on licensing, vehicle fitness, and safe driving)
• State-specific traffic regulations
• Helmet (Section 129) and seatbelt (Rule 125) requirements
• Speed limits and no-parking zones

2.2 Any fines, challans, or penalties imposed by traffic authorities will be entirely your personal responsibility.

3.1 Situations Requiring Immediate Reporting: If you encounter any of the following during a delivery, you must contact Routo Support immediately before taking any action:

• Vehicle breakdown
• Accident or injury
• Customer unavailable for delivery
• Unsafe delivery environment (e.g., aggressive customer, unsafe neighborhood)

3.2 Prohibited Actions: Unauthorized return, destruction, or disposal of a parcel is a serious violation and may result in:

• Permanent account ban
• Legal action under IPC Section 403 (Dishonest Misappropriation of Property)

4.1 Full Custody Responsibility: From the moment you pick up a parcel until the moment the customer confirms receipt, you are fully responsible for its safety and condition.

4.2 Loss, Theft, or Damage: Any loss, theft, or damage during your possession requires you to compensate the customer in full for the product's verified value.

4.3 Partial Coverage by Routo: In rare cases, and only after thorough investigation with valid proof (e.g., invoice, photographs), Routo may cover up to 20% of the product's value, deducted from your earnings if applicable.

4.4 Legal Reference: Theft is punishable under IPC Section 378, and criminal breach of trust under IPC Section 405.

5.1 No Automatic Liability Coverage: Routo is not responsible for personal injuries, third-party injuries, or vehicle damage sustained during deliveries.

5.2 Optional Insurance: Limited accident insurance may be available for verified Travelers who meet eligibility criteria and comply with safety guidelines.

6.1 Expected Behavior:

• No use of abusive, threatening, or discriminatory language
• No harassment or intimidation of customers or vendors
• Clear, polite, and respectful communication

6.2 Penalties for Misconduct:

• Payment deductions
• Negative rating impact
• Temporary suspension or permanent account ban

6.3 Legal Reference: Harassment or verbal abuse may lead to action under IPC Section 504 (Intentional insult with intent to provoke breach of peace).

8.1 Commission Deduction: Routo will deduct 12%–15% commission from the agreed delivery fee before transferring payment to the Traveler.

8.2 Payment Timelines: Payments will be processed according to banking schedules. Public holidays and non-banking days may delay settlement.