Terms & Conditions

1. Acceptance of terms

These Terms & Conditions ("Terms") govern your access to and use of the Nav website, mobile applications and services for taxi rides, car rentals and Parcel / goods delivery (the "Services"), operated by [Registered Company Name] ("Nav", "we", "us").

By creating an account, making a booking or otherwise using the Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Services.

2. Definitions

• "User" / "you" means any person who uses the Services, including riders, rental customers, senders and recipients of goods.
• "Driver-partner" means an independent driver or vehicle owner who provides transport or delivery services through the Nav platform.
• "Booking" means a confirmed request for a ride, rental or delivery made through the Services.
• "Fare" means the total amount payable for a Booking, including applicable charges and taxes.

3. Eligibility & accounts

• You must be at least 18 years old and capable of entering into a binding contract under the Indian Contract Act, 1872. Self-drive rentals require a minimum age of 21.
• You must provide accurate, current and complete information and keep it updated.
• You are responsible for keeping your login credentials and OTPs confidential and for all activity on your account.
• One person may hold only one rider account. Accounts are personal and may not be transferred.
• Minors may ride only when accompanied by, or booked under the responsibility of, a parent or lawful guardian.

4. Nature of the Services

Nav provides a technology platform that connects users with driver-partners and vehicle owners. Unless stated otherwise for a specific Service, transport and delivery services are performed by independent driver-partners, who are not employees or agents of Nav. Nav facilitates bookings, payments, support and safety features, and sets the standards driver-partners must follow on the platform.

We aim to keep the Services available at all times, but availability of vehicles depends on demand, location, weather, traffic and other factors outside our control. We do not guarantee that a vehicle will be available for every request.

5. Taxi services

• Ride categories may include Auto, Mini, Sedan, SUV, Rentals (hourly packages) and Outstation trips, subject to city availability.
• Please be at the pickup point on time. A free waiting period of 3 minutes applies; waiting charges may apply after that.
• Verify the vehicle number and driver details shown in the app before boarding, and share your ride OTP only with the assigned driver.
• The number of passengers and amount of luggage must not exceed the vehicle's legal seating capacity.
• Tolls, parking fees, state entry taxes and permit charges are payable by the rider in addition to the fare, unless included in the fare shown.
• For outstation trips, driver allowance and night charges may apply as shown at the time of booking.

6. Car rental services

6.1 Self-drive rentals

• You must hold a valid driving licence for the vehicle class (held for at least 1 year) and present original ID and licence at handover.
• A refundable security deposit is collected before the rental and refunded within 7 working days after return, less any applicable deductions.
• Only the person named in the booking may drive the vehicle.
• The vehicle must be returned at the agreed time and location with the same fuel level. Late returns, extra kilometres beyond the package and refuelling will be charged.
• You are responsible for all traffic violations, challans, tolls and parking fines incurred during the rental period.
• You must not use the vehicle for racing, commercial carriage of passengers or goods, towing, off-road driving, illegal purposes, or while under the influence of alcohol or drugs.
• In case of an accident, theft or breakdown, inform Nav and the police (where required) immediately. Damage not covered by insurance, insurance deductibles, and losses caused by negligence or breach of these Terms are payable by you.
• Vehicles may be fitted with GPS devices for security and kilometre tracking.

6.2 Chauffeur-driven rentals

• Packages are booked by hours and kilometres. Extra time and distance are charged at the rates shown at booking.
• Driver allowance, night charges, tolls, parking and interstate taxes are payable as applicable.

7. Parcel services

• You must accurately describe the goods, their weight and size, and select a suitable vehicle. Overloading is not permitted.
• Goods must be properly packed by the sender. Nav and driver-partners are not responsible for damage resulting from inadequate packing.
• Prohibited items include: illegal goods, drugs and narcotics, weapons, ammunition and explosives, flammable or hazardous materials, gas cylinders, cash, currency, jewellery and precious metals, live animals, human remains, pornographic material, and any item whose transport is prohibited by law.
• Driver-partners may refuse to carry goods that appear prohibited, unsafe or misdescribed. Fees may still apply.
• Loading and unloading are the sender's and recipient's responsibility unless a labour add-on is booked.
• Delivery is complete when goods are handed over against the delivery OTP or to the recipient at the given address. Report any damage or shortfall within 24 hours of delivery with photographs.
• Unless additional goods protection is purchased, Nav's liability for loss or damage to goods is limited to ₹5,000 per booking or the declared value of the goods, whichever is lower.
• You must provide GST invoices / e-way bills where required by law for commercial goods.

8. Fares, payments & taxes

• An estimated or upfront fare is shown before you confirm a Booking. The final fare may change if the route, destination, waiting time, stops or duration change, or if tolls and other charges apply.
• Fares may vary based on demand, time of day and availability ("dynamic pricing"). Any surge pricing will be shown before you confirm.
• Payments may be made by UPI, cards, net banking, wallets or cash where available. Online payments are processed by third-party payment gateways.
• All prices include or are subject to applicable GST and other taxes as shown on the invoice.
• Promo codes and Nav credits are subject to their own terms, have no cash value, and may be withdrawn at any time.
• If a payment fails or remains outstanding, we may recover the amount from your next Booking or linked payment method.

9. Cancellations & refunds

Approved refunds are processed to the original payment method within 5–7 working days, or credited instantly to your Nav wallet if you choose. Cash payments are refunded to your Nav wallet or bank account.

Nav may waive cancellation fees at its discretion, for example in cases of driver misconduct or verified emergencies.

10. User conduct

When using the Services you agree not to:

• Harass, threaten, abuse or discriminate against drivers, other users or staff.
• Damage vehicles, smoke, consume alcohol or drugs, or carry illegal items in the vehicle.
• Ask the driver to break traffic laws, exceed speed limits or carry more passengers than allowed.
• Make fake bookings, misuse promo codes, create multiple accounts or commit payment fraud.
• Arrange off-platform trips with driver-partners met through Nav to avoid fares.
• Hack, scrape, reverse-engineer or interfere with the platform, or upload malicious code.
• Use the Services for any unlawful purpose.

You will be charged for cleaning or repair if you damage or soil a vehicle.

11. Driver-partners

Driver-partners use the Services under a separate Driver-Partner Agreement. In addition, they must hold valid licences, permits, vehicle registration, fitness certificates and insurance; complete background verification; keep vehicles clean, safe and roadworthy; follow all traffic laws; and treat users with courtesy. Nav may deactivate driver-partners who breach these standards.

12. Safety

• Use in-app safety features such as SOS, live trip sharing and the emergency contact option.
• Always wear a seatbelt (and a helmet on two-wheelers).
• Report any safety concern, accident or misconduct to Nav support immediately. In an emergency, call 112.

13. Intellectual property

The Nav name, logo, website, apps, software, design and content are owned by or licensed to Nav and protected by intellectual property laws. You may not copy, modify, distribute or use them without our written permission. We grant you a limited, non-exclusive, non-transferable licence to use the apps for personal, non-commercial use in accordance with these Terms.

14. Limitation of liability

To the maximum extent permitted by law:

• The Services are provided "as is" and "as available". We do not guarantee that they will be uninterrupted, error-free or always available.
• Nav is not liable for indirect, incidental, special or consequential losses, including missed flights, trains or appointments, loss of business or loss of profit.
• Nav is not liable for delays or failures caused by events beyond our reasonable control, such as traffic, weather, strikes, road closures, natural disasters or government action.
• Nav is not responsible for personal belongings left in vehicles, though we will try to help you recover them.
• Our total liability for any claim relating to a Booking will not exceed the Fare paid for that Booking, except where otherwise specified in these Terms or required by law.

Nothing in these Terms limits liability that cannot be limited under applicable law, including your rights under the Consumer Protection Act, 2019.

15. Indemnity

You agree to indemnify and hold harmless Nav, its directors, employees and driver-partners from any claims, losses, damages, fines and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Services, your violation of any law, or your carriage of prohibited goods.

16. Suspension & termination

We may suspend or terminate your account, with or without notice, if you breach these Terms, behave unsafely, commit fraud, have unpaid dues, or if required by law. You may delete your account at any time from the app or by contacting support. Outstanding dues remain payable after termination.

17. Governing law & disputes

These Terms are governed by the laws of India. You should first contact our support or Grievance Officer to resolve any issue. If a dispute is not resolved within 30 days, it may be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at [City], India, in English. Subject to this, the courts at [City] shall have exclusive jurisdiction. This clause does not limit your right to approach a consumer commission under the Consumer Protection Act, 2019.

18. General

• Changes: We may update these Terms from time to time. The updated version will be posted here with a new "Last updated" date. Continued use means acceptance.
• Severability: If any provision is found invalid, the rest of these Terms remain in effect.
• No waiver: Our failure to enforce any right is not a waiver of that right.
• Assignment: You may not transfer your rights under these Terms. We may assign them to an affiliate or successor.
• Entire agreement: These Terms, the Privacy Policy and any service-specific terms shown at booking form the entire agreement between you and Nav.

19. Contact & grievances

For questions or complaints about these Terms or the Services, contact:

We acknowledge complaints within 24 hours and aim to resolve them within 15 days.