FURTILO CUSTOMER TERMS & CONDITIONS

Effective Date: 24 Sep, 2026

These Customer Terms & Conditions ("Terms") govern your access to and use of the Furtilo platform and the services available through it.

By clicking "I Agree", registering, or using the Furtilo mobile application or website, you confirm that you have read, understood, and agreed to be legally bound by these Terms and the Privacy Policy. If you do not agree, please do not use the Platform.

These Terms are an electronic record under the Information Technology Act, 2000, and supersede all prior terms between you and Furtilo.

PART A – GENERAL TERMS

1. DEFINITIONS

"Furtilo" / "Company" / "we" / "us" means Kuvi Technologies Pvt Ltd, a private limited company incorporated under the laws of India, having its registered office at 23/24/994/995, Second floor, PGK Chambers, Opp LaCasa, Hosa road, Bengaluru 560035 (CIN: U47912KA2026PTC223914).

"Platform" means the Furtilo mobile applications, website, and related services.

"Customer" / "you" means any person who registers on or uses the Platform.

"Merchant" means any restaurant, home kitchen, food business, or nearby shop listed on the Platform.

"Delivery Partner" / "Rider" means an independent third-party service provider who delivers orders, carries parcels, or provides bike taxi rides through the Platform.

"Order" means an order placed with a Merchant through the Platform, including a Shop Order under Clause B2.

"Booking" means a request for a bike taxi ride or a bike parcel delivery.

"Services" means the food ordering and delivery, nearby shops delivery, bike taxi, and bike parcel services available through the Platform, as described in Part B.

"Applicable Law" means all laws, rules, regulations, and orders in force in India, whether central, state, or local, as amended from time to time.

2. STRUCTURE OF THESE TERMS

2.1 Part A (General Terms) applies to all use of the Platform.

2.2 Part B (Service-Specific Terms) applies in addition, for each Service you use:

B1 for food ordering and delivery;
B2 for nearby shops delivery;
B3 for bike taxi;
B4 for bike parcel.

2.3 If Part A and Part B conflict, Part B prevails for that Service.

2.4 These Terms incorporate the Privacy Policy, the Refund Policy, and any offer terms displayed on the Platform.

3. ELIGIBILITY

3.1 You must be at least 18 years old to register and hold an account.

3.2 You may not allow anyone under 18 to use your account, except under your supervision. You take full responsibility for their use of the Services and for their safety. Clause B3 sets out additional rules for bike taxi rides.

3.3 If Furtilo learns that you have misrepresented your age, it may deactivate your account. You shall not then have any claim against Furtilo, including under any insurance facilitated by Furtilo.

3.4 You confirm that no law, court, or authority restricts you from using the Platform or entering into transactions through it.

4. YOUR ACCOUNT

4.1 You must register by providing true, accurate, and complete information, and keep it updated. Furtilo is not responsible for verifying the information you provide.

4.2 Furtilo may ask you to verify your identity, phone number, email address, or payment details. It may suspend or limit your account if it cannot do so.

4.3 You may hold only one account. Furtilo may deactivate duplicate accounts.

4.4 Your account is personal. You may not sell, transfer, or assign it.

4.5 You are responsible for keeping your login credentials secure and for all activity on your account. Inform Furtilo immediately if you believe your account has been accessed by anyone else. Furtilo is not liable for any loss caused by unauthorised use of your account.

5. NATURE OF THE PLATFORM

5.1 Furtilo is a technology platform that connects you with independent Merchants and Delivery Partners.

5.2 Merchants are solely responsible for the food and goods they sell, including their quality, safety, quantity, pricing, labelling, and legality. Merchant details, including their FSSAI licence number where applicable, are displayed on the Platform.

5.3 Delivery Partners are independent contractors, not employees or agents of Furtilo.

5.4 Furtilo does not prepare food, manufacture or sell goods, or own any vehicles. Its role for each Service is described in Part B.

5.5 Furtilo may introduce, change, suspend, or discontinue any Service, in any area, at any time.

6. ORDERS & BOOKINGS

6.1 An Order or Booking is confirmed only when it is accepted by the Merchant or Delivery Partner, as shown on the Platform.

6.2 Merchants and Delivery Partners may accept or decline Orders and Bookings. A Delivery Partner may decline or cancel a Task for safety or legal reasons, even after accepting it.

6.3 Furtilo will make reasonable efforts to connect you with an available Merchant or Delivery Partner. Availability is not guaranteed.

6.4 Delivery times, arrival times, and ride durations shown on the Platform are estimates only.

7. PRICING, FEES & PAYMENTS

7.1 Prices, delivery fees, platform fees, packaging charges, taxes, and other charges are shown on the Platform before you confirm an Order or Booking.

7.2 Fees may vary with distance, time, weather, demand, and other factors. Final charges for rides and parcels may differ from the estimate, as described in Part B.

7.3 You may pay through the payment methods available on the Platform, including UPI, cards, wallets, and cash where offered. Payments through the Platform are processed by licensed third-party payment gateways. This Clause 7.3 does not apply where Part B provides for payment directly to a Rider or Delivery Partner.

7.4 You consent to Furtilo and its payment partners validating your bank account or UPI ID to process payments and refunds.

7.5 Tax invoices shall be issued as required by law, by Furtilo, the Merchant, or the Rider, as applicable.

7.6 Tips: You may choose to tip a Delivery Partner through the Platform. Tips are optional, and the full amount is passed on to the Delivery Partner.

7.7 If a payment fails or is reversed, you remain liable for the amount due. Furtilo may restrict your account until it is paid.

8. CANCELLATIONS, REFUNDS & NO-SHOWS

8.1 Cancellation charges may apply depending on when you cancel, as shown on the Platform and described in Part B.

8.2 Refunds, where applicable, are processed under the Refund Policy, to the original payment method or as Furtilo credits, within the timelines stated there. Payments for bike taxi and bike parcel services are governed by Clauses B3.6 and B4.10.

8.3 If you are unavailable at the delivery or pickup point, or cannot be contacted, the Order or Booking may be treated as a no-show. No-show charges may then apply, as described in Part B.

8.4 Furtilo may deny refunds or credits in cases of suspected fraud, abuse, or repeated claims.

9. OFFERS, COUPONS & CREDITS

9.1 Offers, coupons, cashback, and Furtilo credits are subject to the terms displayed with each offer. Furtilo may change or withdraw them at any time.

9.2 Offers are for personal use only. They have no cash value and cannot be transferred, unless stated otherwise.

9.3 Furtilo may cancel Orders, reverse benefits, or deactivate accounts where offers are misused. Examples of misuse include multiple accounts, fake Orders, and collusion.

10. YOUR CONDUCT

10.1 You agree to:

use the Platform only for lawful, personal purposes;
treat Merchants, Delivery Partners, and Furtilo staff with respect, and not harass, threaten, abuse, or discriminate against anyone;
not damage any Delivery Partner's vehicle or property;
provide accurate addresses, landmarks, and contact details, and safe access to the pickup or delivery point;
share the delivery or ride OTP only with the assigned Delivery Partner, at the time of delivery or pickup;
not ask a Delivery Partner to carry prohibited items, break traffic or other laws, or collect money for goods sold by nearby shops;
not solicit Delivery Partners or Merchants to transact outside the Platform for Orders or Bookings made through it.

10.2 Fraud and misuse: You shall not:

falsify information or documents;
create fake or duplicate accounts;
raise false or exaggerated complaints or refund claims;
dispute legitimate charges for illegitimate reasons;
misuse offers;
manipulate your device or the Platform;
use bots, scripts, or any tool to access, overload, copy, or harm the Platform.

10.3 Content: You shall not post or share, including through reviews, chat, or images, any content that:

is unlawful, harmful, obscene, defamatory, harassing, or invasive of privacy;
infringes intellectual property rights;
impersonates another person;
is misleading;
contains malware;
is harmful to children;
threatens public order or the sovereignty of India;
is otherwise prohibited by Applicable Law.

11. CHAT, CALLS & COMMUNICATIONS

11.1 The Platform may let you chat with or call Merchants and Delivery Partners. Phone numbers may be masked. Use these features only for your Order or Booking.

11.2 Furtilo may monitor and record calls and chats made through the Platform, for safety, quality, training, and complaint handling.

11.3 You consent to Furtilo and its service providers contacting you through any of the following, in connection with your Orders, Bookings, account, safety, and (where you have not opted out) offers:

push notifications;
SMS;
WhatsApp;
email;
calls, including automated calls.

11.4 Electronic communications are deemed received within 24 hours of being sent.

12. RATINGS & REVIEWS

12.1 Ratings and reviews reflect the opinions of individual users, not Furtilo.

12.2 Your reviews must be genuine and based on your own experience.

12.3 Furtilo may moderate, refuse, or remove any rating or review that breaches these Terms.

13. SAFETY & SOS

13.1 The Platform may provide an SOS or emergency feature. It lets you contact Furtilo's safety team and share your details with the emergency contacts you have saved.

13.2 Use the SOS feature only in genuine emergencies. Misuse may lead to account suspension and action under Applicable Law.

13.3 In an emergency, always contact the police (112) or other emergency services directly as well. Furtilo does not guarantee any particular response time or outcome from the SOS feature.

14. DATA & PRIVACY

14.1 Furtilo collects and processes your personal data under its Privacy Policy and the Digital Personal Data Protection Act, 2023. This includes your location while using the Services.

14.2 Furtilo shares your name, address, contact, and Order details with Merchants and Delivery Partners as needed to fulfil your Orders and Bookings.

14.3 Furtilo may share your information with authorities, courts, insurers, and the parties concerned in case of any complaint, dispute, accident, or legal requirement.

14.4 Furtilo may use data in aggregated and anonymised form, which does not identify you, for analysis and service improvement.

15. INTELLECTUAL PROPERTY

15.1 All Platform software, content, trademarks, and branding belong to Furtilo or its licensors.

15.2 Furtilo grants you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for your own use.

15.3 You shall not copy, modify, resell, frame, reverse engineer, or commercially exploit the Platform or its content.

16. THIRD-PARTY SERVICES

The Platform may link to or use third-party services, including payment gateways, maps, and insurers. Their own terms and privacy policies apply. Furtilo is not responsible for third-party services.

17. DISCLAIMERS

17.1 The Platform is provided on an "as is" and "as available" basis. Furtilo does not guarantee that the Platform will be uninterrupted, error-free, secure, or virus-free.

17.2 Furtilo does not guarantee delivery or arrival times, or the availability of Merchants, items, or Delivery Partners.

17.3 Furtilo is not responsible for delays or failures caused by network, device, or power failures, weather, traffic, government action, or other events beyond its reasonable control.

17.4 Information on the Platform is for general purposes only and is not advice.

18. LIMITATION OF LIABILITY

18.1 To the maximum extent permitted by Applicable Law, Furtilo shall not be liable for any indirect, incidental, special, punitive, or consequential loss, or for loss of profit, business, or opportunity.

18.2 To the maximum extent permitted by Applicable Law, Furtilo's total liability to you for any claim shall not exceed the lower of:

the amount you paid to Furtilo for the Order or Booking giving rise to the claim; and
₹1,000.

18.3 This Clause does not limit refunds due to you under the Refund Policy.

18.4 Part B contains further exclusions for each Service. These apply in addition to this Clause.

19. INDEMNITY

19.1 You shall indemnify and hold harmless Furtilo, its affiliates, and their directors, officers, employees, and agents from all claims, losses, and costs (including legal fees) arising from:

your breach of these Terms or Applicable Law;
your misuse of the Platform;
items you send or ask to be delivered;
any claim by a third party relating to your conduct.

19.2 Furtilo may, at your expense, take exclusive control of the defence and settlement of any such claim. You shall cooperate with Furtilo in that defence.

20. SUSPENSION & TERMINATION

20.1 You may stop using the Platform at any time and request deletion of your account through the Platform, after settling any amounts due.

20.2 Furtilo may suspend or terminate your account, with immediate effect and without prior notice, if:

you breach these Terms or Applicable Law;
Furtilo believes your account is being misused or used fraudulently; or
your conduct is harmful to Furtilo, Merchants, Delivery Partners, or other users.

20.3 In addition to suspension or termination, Furtilo may take legal action against you for fraud, misuse, or harm to others.

21. COMPLAINTS & GRIEVANCE REDRESSAL

21.1 You may raise complaints through the help section of the Platform or by email to support@furtilo.com.

21.2 Reporting time limits: So that complaints can be properly investigated, please report:

problems with food or items (missing, wrong, damaged, or quality issues), with photos, within 1 hours of delivery;
other issues with an Order, Booking, Merchant, or Delivery Partner within 24 hours;
matters of a criminal nature within 72 hours.

Complaints raised later may not be eligible for refunds or credits. These time limits do not affect your right to approach the police or any authority.

21.3 Furtilo shall acknowledge complaints within 48 hours and endeavour to resolve them within one month.

21.4 If you are not satisfied, you may escalate to the Grievance Officer named in Clause 25.

22. GOVERNING LAW & DISPUTE RESOLUTION

22.1 These Terms are governed by the laws of India.

22.2 The parties shall first try to settle any dispute amicably. If a dispute is not settled within 15 days of being first raised, it shall be resolved by arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall be before a sole arbitrator mutually appointed by you and Furtilo or, failing agreement, appointed in accordance with the Act. The seat and venue shall be Bengaluru, Karnataka, and the proceedings shall be in English. The award shall be final and binding.

22.3 Nothing in this Clause affects your right to approach a consumer commission under the Consumer Protection Act, 2019, or any other forum that Applicable Law makes mandatorily available to you.

22.4 Subject to Clauses 22.2 and 22.3, the courts at Bengaluru, Karnataka shall have exclusive jurisdiction.

23. MODIFICATIONS & NOTICES

23.1 Furtilo may modify these Terms at any time. Updated Terms take effect when published on the Platform. Continued use of the Platform after that means you accept them.

23.2 Furtilo may give notice through the Platform, push notification, SMS, WhatsApp, or email.

24. GENERAL

24.1 Severability: If any provision is held invalid, it shall be severed, and the rest of these Terms shall continue in full force.

24.2 Mandatory law: If any provision conflicts with a mandatory requirement of Applicable Law, it shall apply to the maximum extent permitted.

24.3 Waiver: No failure or delay by Furtilo in enforcing any right is a waiver of that right.

24.4 Assignment: You may not assign your rights under these Terms. Furtilo may assign its rights and obligations without notice.

24.5 Force majeure: Furtilo is not liable for any failure or delay caused by events beyond its reasonable control.

24.6 Electronic records: Records maintained by Furtilo, including Order and Booking history, GPS data, call and chat records, and OTP logs, shall be conclusive evidence, save for manifest error.

24.7 Language: These Terms are drafted in English. Any translations are provided for convenience only. In case of any inconsistency, the English version shall prevail.

25. CONTACT & GRIEVANCE OFFICER

Legal Entity: Kuvi Technologies Pvt Ltd

Registered Office: 23/24/994/995, Second floor, PGK Chambers, Opp LaCasa, Hosa road, Bengaluru 560035

CIN: U47912KA2026PTC223914

Brand / App Name: Furtilo

Support Email: support@furtilo.com

Grievance Officer:

Name: Vaibhav Rathore
Designation: Head of Sales
Email: grievance@furtilo.com
Hours: Monday–Friday, 10:00 AM – 6:00 PM IST

PART B – SERVICE-SPECIFIC TERMS

B1. FOOD ORDERING & DELIVERY

B1.1 Role of Furtilo: Furtilo lists Merchants and their menus, accepts Orders and payments on the Merchants' behalf, and arranges delivery through Delivery Partners.

B1.2 Food responsibility: The Merchant is solely responsible for the food, including its preparation, taste, quality, quantity, hygiene, ingredients, allergen information, and veg/non-veg status. Please check item descriptions for allergens and dietary information, and contact the Merchant through the Platform if you have any doubt. Menu images are for representation only.

B1.3 Prices: Menu prices are set by the Merchant. Delivery fees, platform fees, packaging charges, and taxes are shown separately at checkout.

B1.4 Cash on delivery: Where COD is offered, you shall pay the Delivery Partner the exact amount shown in the Platform. Furtilo may withdraw COD for your account after refused or unpaid COD orders.

B1.5 Cancellations: You may cancel free of charge before the Merchant accepts the Order. After the Merchant has accepted or started preparing it, cancellation charges up to the full Order value may apply, as shown on the Platform.

B1.6 Refunds: Refunds for missing, wrong, damaged, or spilled items, or serious quality issues, are handled under the Refund Policy. Such issues must be reported under Clause 21.2, with photos where requested.

B1.7 Failed delivery: If you are unavailable at the delivery address, or unreachable, for 10 minutes after the Delivery Partner arrives, the Order may be marked as a no-show. No refund shall be due, and for COD Orders, a no-show fee may be charged to your next Order.

B1.8 Delivery estimates: Estimated delivery times depend on preparation, traffic, and weather, and are not guaranteed.

B2. NEARBY SHOPS DELIVERY

B2.1 Role of Furtilo: For nearby shops (such as grocery, stationery, hardware, electrical, and automobile stores), Furtilo:

shows the shop's profile and any limited or seasonal items it lists;
lets you chat with or call the shop;
books delivery of your purchase through a Delivery Partner.

Orders placed with a shop through the Platform, whether for listed items or through chat or call, are "Shop Orders".

B2.2 The shop is the seller: For every Shop Order, the shop is the sole seller. Furtilo is not a seller, buyer, or party to the sale. The shop is solely responsible for:

the goods, including their quality, genuineness, quantity, and expiry dates;
pricing, which must not exceed MRP;
warranties and guarantees;
bills and invoices;
returns, exchanges, and refunds for the goods.

Please confirm the shop's return and refund policy before buying.

B2.3 Payment for goods: You shall pay the shop for goods either directly (by UPI, cash at the shop, or another mode you agree with the shop), or through the Platform's payment gateway where offered. Where you pay through the gateway, it settles the shop's share directly to the shop.

Delivery Partners never collect money for goods. Do not hand them any money for goods. Furtilo does not collect, hold, or guarantee payments for goods and is not responsible for any payment dispute between you and the shop.

B2.4 Delivery fee: The delivery fee is payable by you to Furtilo, as shown on the Platform, plus applicable taxes. It is non-refundable once the Delivery Partner has reached the shop, unless Furtilo cancels the delivery.

B2.5 Delivery limits: Shop Orders must be within the weight and size limits shown on the Platform (currently 15 kg and 45 cm × 45 cm × 45 cm).

B2.6 Transit risk: All goods travel entirely at your risk or the shop's risk, as agreed between you and the shop. Furtilo and its Delivery Partners have no liability for any of the following:

loss, damage, breakage, leakage, spillage, or deterioration of goods;
delay in delivery;
the condition of goods on delivery.

Any claim about the condition of goods must be taken up with the shop.

B2.7 Fragile items: Furtilo and its Delivery Partners have no liability of any kind for breakage of, or damage to, fragile items, whatever the packaging or cause. Fragile items include:

glass and glassware;
mirrors;
ceramics and crockery;
bulbs, tube lights, and lamps;
screens and displays;
goods in glass bottles;
sanitaryware and tiles;
idols and decorative items;
any item that is breakable by nature.

B2.8 High-value goods: Furtilo and its Delivery Partners have no liability of any kind for the loss, theft, damage, or non-delivery of either of the following, whatever the cause:

any Shop Order with goods worth more than ₹250 in total;
mobile phones, laptops, tablets, cameras, or similar electronics, whatever their value.

B2.9 Cash and valuables: Cash, cheques, gift cards, jewellery, precious metals, and valuable documents shall not be sent through the Platform. Furtilo has no liability for them if they are.

B2.10 Your acknowledgement: When you book delivery for a Shop Order, you confirm that you understand and accept Clauses B2.6 to B2.9.

B2.11 Failed delivery: If delivery fails because you are unavailable, refuse the goods, or do not pay the shop, the goods shall be returned to the shop. The delivery fee and any return-trip fee shown on the Platform shall be payable by you.

B3. BIKE TAXI

B3.1 Role of Furtilo: For bike taxi rides, Furtilo provides only a technology-based software platform. The platform works as a discovery and lead-generation tool that lets you find independent Riders, who offer ride services to you directly, on their own account. The ride service is provided by the Rider alone, under an arrangement between you and the Rider. Furtilo:

does not provide, operate, or control any transport service;
does not own, operate, or control any vehicle;
is not a party to the ride contract between you and the Rider;
is not an employer, agent, or principal of any Rider.

B3.2 Regulatory position: The legal position on bike taxis differs across States, and in some areas may be uncertain or subject to change. Furtilo makes no representation that bike taxi rides are permitted in any particular area. You acknowledge and agree that:

(a) each Rider is solely responsible for holding and complying with any licence, permit, registration, and insurance required for the ride;
(b) you choose to book a ride at your own discretion and risk;
(c) Furtilo may suspend or withdraw bike taxi services in any area, at any time, without notice;
(d) to the maximum extent permitted by Applicable Law, Furtilo has no liability for any consequence of enforcement action by any authority, including a ride being stopped or interrupted, the Rider's vehicle being checked, fined, or seized, or you having to complete your journey by other means.

B3.3 Fares: The fare shown on the Platform is an indicative estimate provided for guidance only. The fare for a ride is agreed between you and the Rider, and may vary with actual distance, time, waiting, tolls, and parking. Furtilo does not guarantee the accuracy of any estimate.

B3.4 Payment of fare: You shall pay the ride fare directly to the Rider, in cash or by UPI to the Rider. The fare, and any charges, refunds, or other amounts between you and the Rider, are settled between you and the Rider outside the Platform. Furtilo does not collect, hold, refund, or guarantee any ride fare and has no responsibility for any payment dispute between you and a Rider. Any invoice for the ride shall be issued by the Rider, where required by law.

B3.5 Platform fee: Furtilo may charge you a platform fee for using the Platform to book a ride, as shown before you confirm the booking, plus applicable taxes. This fee is payable to Furtilo through the Platform.

B3.6 No refunds: All payments made for bike taxi rides are non-refundable, including the platform fee and any cancellation or no-show fee. The only exceptions are:

(a) where you were charged a platform fee but no Rider was assigned, or the booking failed because of an error on the Platform;
(b) where you were charged twice for the same booking;
(c) where a refund is required by Applicable Law.

B3.7 Passengers:

One passenger only per ride.
Rides are available only to passengers aged 18 or above. If you book a ride for a person under 18, you take full responsibility for their safety and conduct.
You confirm that you are medically fit to ride a pillion on a two-wheeler.

B3.8 Safety rules: You shall:

wear the helmet provided or your own, as required by law;
sit properly astride, hold on securely, and follow the Rider's safety instructions;
carry only a small bag that does not affect balance or safety;
not ask the Rider to speed, break traffic rules, or change the route unsafely;
not ride under the influence of alcohol or drugs in a way that endangers safety.

The Rider may refuse or end a ride if safety is at risk.

B3.9 Cancellations and no-shows: Cancellation fees may apply if you cancel after a Rider has been assigned or has arrived. No-show fees may apply if you do not reach the pickup point within 5 minutes of the Rider's arrival. Applicable fees are shown on the Platform.

B3.10 Insurance: Furtilo may facilitate group travel insurance for passengers through licensed insurers, acting only as group manager of the policy. Furtilo is not an insurer and makes no promise about coverage, claims, or settlement. Policy details are available on the Platform. All claims are between you and the insurer.

B3.11 Support: Furtilo's customer support for bike taxi covers only technical issues with the Platform and safety or security emergencies. Issues relating to the fare, its payment, or the quality of the ride are between you and the Rider. You may still report a Rider's conduct to Furtilo, and Furtilo may, at its discretion, take action against the Rider's account.

B3.12 Release and liability: Furtilo does not assess or supervise any Rider's suitability, driving ability, vehicle, or compliance with law. To the maximum extent permitted by Applicable Law:

(a) you release Furtilo from all claims, liabilities, and damages arising from or related to any Rider or ride, including accident, injury, death, loss of or damage to belongings, delay, and the Rider's conduct;
(b) Furtilo shall not be a party to any dispute between you and a Rider;
(c) any liability Furtilo may nonetheless have shall not exceed the platform fee you paid for that ride.

Claims arising from a road accident lie against the Rider, the vehicle's motor insurer, the insurer under Clause B3.10, and any other party responsible under Applicable Law.

B4. BIKE PARCEL

B4.1 Role of Furtilo: For bike parcel deliveries, Furtilo provides only a technology-based software platform. The platform works as a discovery and lead-generation tool that lets you find independent Delivery Partners, who offer parcel services to you directly, on their own account. The parcel service is provided by the Delivery Partner alone, under an arrangement between you and the Delivery Partner. Furtilo is not a courier, carrier, or logistics provider. It does not take possession of, check, verify, or open any parcel, and has no responsibility for any deficiency in the service provided by the Delivery Partner.

B4.2 Your responsibilities: You shall:

know and be responsible for the contents of every parcel you send or ask to be collected;
pack parcels securely and appropriately for their contents;
ensure parcels are within the weight and size limits shown on the Platform;
give accurate pickup, delivery, and return addresses, and correct sender and recipient contact details;
ensure someone is available at pickup and delivery to hand over or receive the parcel and share the OTP.

B4.3 Prohibited items: You shall not send any of the following:

cash, currency, cheques, drafts, securities, or other negotiable instruments;
credit, debit, or ATM cards, gift cards, lottery tickets, passports, or other valuable documents;
jewellery, bullion, precious metals, precious or semi-precious stones, antiques, or works of art;
weapons, firearms or their parts, ammunition, explosives, or fireworks;
fuels, gas cylinders, and flammable, corrosive, radioactive, or hazardous substances or chemicals;
alcohol, tobacco, narcotic drugs, psychotropic substances, or medicines requiring a prescription or licence to transport;
live animals, plants, human remains, organs, blood, bodily fluids, diagnostic specimens, or biomedical waste;
perishable items requiring refrigeration, including wet ice;
pornographic, counterfeit, stolen, or illegal goods;
anything whose transport requires a special permit or licence;
any other item prohibited by Applicable Law or listed as prohibited on the Platform.

B4.4 Value limit: Do not send any parcel with contents worth more than ₹250. If you do, it is entirely at your own risk.

B4.5 Refusal and reporting: A Delivery Partner may refuse any parcel that they suspect contains prohibited items, is improperly packed, or exceeds the limits. If Furtilo or a Delivery Partner learns that you have sent, or attempted to send, prohibited or illegal items, they may report you to the authorities and take legal action. Furtilo shall not be liable for any consequences of that reporting.

B4.6 Transit: Transit begins when you, or your sender, hand the parcel to the Delivery Partner. It ends when the Delivery Partner arrives at the delivery address, or as near to it as reasonably possible.

B4.7 Undeliverable parcels: If a parcel cannot be delivered for any reason, it shall be returned to the return address you provided, and an additional return fee shall be payable by you to the Delivery Partner.

B4.8 Service fee: The service fee for a parcel is shown on the Platform as an estimate before booking. You shall pay the service fee directly to the Delivery Partner, in cash or by UPI to the Delivery Partner, on completion of the service. The service fee and any other amounts between you and the Delivery Partner are settled between you and the Delivery Partner outside the Platform. Furtilo does not collect, hold, refund, or guarantee any service fee. You may not book a new parcel until you have paid for your previous completed parcels.

B4.9 Platform fee: Furtilo may charge you a platform fee for using the Platform to book a parcel, as shown before you confirm the booking, plus applicable taxes. This fee is payable to Furtilo through the Platform.

B4.10 No refunds: All payments made for bike parcel services are non-refundable, including the platform fee and any cancellation or return fee. The only exceptions are:

(a) where you were charged a platform fee but no Delivery Partner was assigned, or the booking failed because of an error on the Platform;
(b) where you were charged twice for the same booking;
(c) where a refund is required by Applicable Law.

B4.11 Cancellations: Cancellation fees may apply once a Delivery Partner has been assigned or has reached the pickup point, as shown on the Platform.

B4.12 Support: Furtilo's customer support for bike parcel covers only technical issues with the Platform and safety or security emergencies. Issues relating to the service fee, its payment, or the handling of your parcel are between you and the Delivery Partner. You may still report a Delivery Partner's conduct to Furtilo, and Furtilo may, at its discretion, take action against the Delivery Partner's account.

B4.13 No liability for parcels: To the maximum extent permitted by Applicable Law:

(a) Furtilo has no liability of any kind for the loss, theft, damage, leakage, deterioration, or delay of any parcel or its contents, whatever the cause, including any act of the Delivery Partner;
(b) you release Furtilo from all claims arising from or related to any Delivery Partner or parcel service;
(c) any liability Furtilo may nonetheless have shall not exceed the platform fee you paid for that parcel.

The exclusions in Clauses B2.7 to B2.9 for fragile items, high-value goods, and cash and valuables apply equally to parcels.

By clicking "I Agree", you confirm that you have read, understood, and accepted these Customer Terms & Conditions.