Terms of service

1. About these terms

These terms are an agreement between you and Edwyz Excellence (“Hillpods”, “we”) about the Hillpods app, the Hillpods Driver app and our web pages (together, the “service”). By creating an account you accept them. Our privacy policy explains how we handle your data.

You must be at least 18 years old to use the service.

2. What Hillpods is

Hillpods is a marketplace. It connects people who need a ride, a delivery, freight transport or a service (“customers”) with independent drivers, couriers, carriers and service professionals (“providers”). We provide the technology to post requests, make and accept offers, communicate, pay and rate, and act as an intermediary under the Information Technology Act, 2000.

We do not provide transport, delivery or other services ourselves. Providers are independent: they are not our employees or agents, and they decide whether to take a request. The agreement for a trip or service is between the customer and the provider.

3. Your account

• Give accurate information and keep it up to date. One account per person.
• You sign in with your phone number. Keep your phone and sign-in codes to yourself; you are responsible for what happens on your account.
• Providers must pass our verification (identity, licence, vehicle) before taking requests, and complete the regular photo checks we ask for.

4. Requests, offers and prices

• A customer posts a request with the price they offer, within the range the app shows for that city and service. Providers can accept that price or offer a different one, and the customer chooses an offer.
• The fare the two sides agree is the price for the route and details in the request. Tolls and airport fees are paid separately. If the trip changes (extra stops, a different destination, waiting), agree any new price with the other side.
• Scheduled requests can be booked up to 30 days ahead.

5. Payments and fees

• By default customers pay the provider in cash at the end of the trip. Where card or wallet payments are offered in the app, the fare is charged when the trip is completed.
• Providers pay Hillpods a service fee for each order they serve. The fee is shown in the Hillpods Driver app and is taken from the provider’s Hillpods balance when they arrive at the pickup point. A provider may owe fees up to the limit shown in the app; beyond it, they need to top up before making new offers.
• Providers can request a payout of their balance; we review and process payout requests.
• Providers are responsible for the taxes on their earnings.

6. Cancellations

• You can cancel a request in the app. A customer who cancels accepted orders more than 5 times in a day may be blocked from ordering for 12 hours.
• Providers who accept an order should complete it. Repeated cancellations can lead to suspension.

7. Rules for everyone

• Treat others with respect. No harassment, threats, violence or discrimination.
• Follow the law, including traffic rules. Do not use the service to carry anything illegal or dangerous.
• Do not commit fraud, manipulate prices or ratings, or create accounts for someone else.
• Do not post or send anything in the app (chat, photos, comments, reviews) that is unlawful, obscene, defamatory, harassing, misleading or harmful to children, infringes someone else’s rights, impersonates someone, or threatens the unity, integrity or security of India.
• Use the other side’s contact details, including a phone number shown for a trip, only for that trip.
• Providers must hold the licences, permits and insurance the law requires, keep their vehicle safe and roadworthy, and use the vehicle registered in their profile.

8. Ratings and standards

After each trip, customers and providers rate each other. Ratings must be honest; we may remove reviews that break these terms. A provider whose average rating falls below 4 after at least 20 ratings is suspended until our team reviews the account.

9. Safety

The SOS button alerts our team and offers to call the local emergency number (112 in India). It is not a replacement for emergency services: if you are in danger, call them directly. Report problems with a trip through Help & support in the app.

10. Suspension and ending your account

We may suspend or block an account that breaks these terms, puts others at risk or is used for fraud, and we will tell you why unless the law or safety prevents it. We may also remove content that breaks these terms or the law, and we act on valid orders from courts and government authorities. You can stop using the service and delete your account at any time; see how to delete your account.

11. Liability

We work to keep the service available and accurate, but provide it “as is”: requests may not find a provider, and maps, prices and arrival times are estimates. As far as the law allows, we are not responsible for what providers or customers do or fail to do, or for indirect or consequential losses, and our total liability to you is limited to the service fees you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law, such as for death or personal injury caused by negligence, or for fraud, and nothing affects your statutory rights as a consumer.

12. Changes, law and disputes

We may change the service and these terms. We will show the new effective date at the top and tell you in the app about important changes; if you keep using the service after that, the new terms apply.

These terms are governed by the laws of India. Subject to your rights as a consumer, including your right to complain to a consumer commission under the Consumer Protection Act, 2019, the courts at Shimla, Himachal Pradesh have exclusive jurisdiction over any dispute about them or the service. If something goes wrong, contact us first: most problems can be solved quickly.

Grievance Officer

For a complaint about the service, a trip, a provider, something posted in the app or how we handle your personal data, write to our Grievance Officer. Include the phone number you sign in with and, for a trip, the order number. We acknowledge a complaint within 24 hours and resolve it within 15 days of receiving it.

Contact