📋 Terms & Conditions

Last Updated: July 18, 2026

1. Agreement to Terms

By accessing or using VaultWheels (the "Platform"), you agree to be bound by these Terms & Conditions. If you do not agree to these terms, please do not use the Platform.

2. About VaultWheels

VaultWheels is an E-commerce Marketplace Software platform that connects vehicle owners (Providers) with individuals seeking transportation services (Customers). We are a technology service provider and do not own, operate, or provide vehicles or transportation services directly.

2.1 Platform Role

• We facilitate connections between Providers and Customers
• We process payments securely through third-party gateways
• We provide tools for booking, communication, and verification
• We charge a 5% commission on completed bookings

3. User Eligibility

To use VaultWheels, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into binding contracts
• Provide accurate, current, and complete information
• Comply with all applicable local, state, and national laws

4. Account Registration

4.1 Account Security

• You are responsible for maintaining the confidentiality of your account
• You must notify us immediately of any unauthorized access
• We are not liable for losses caused by unauthorized use of your account

4.2 Account Verification

• We may require identity verification (Aadhaar, PAN, Driving License)
• Verified users receive a ✓ Verified badge
• False information may result in account suspension or termination

5. Provider Terms

5.1 Vehicle Listings

As a Provider, you agree to:

• Provide accurate vehicle information, photos, and descriptions
• Ensure all posted details (model, year, condition, amenities) are truthful
• Maintain your vehicle in safe, roadworthy condition
• Possess all required licenses, permits, and insurance
• Arrive within 15 minutes of the scheduled pickup time

5.2 Service Commitments

When you create a booking slot, you commit to:

• Punctuality: Arrive at the scheduled time (±15 minutes grace period)
• Vehicle Accuracy: Provide the exact vehicle shown in photos
• Condition: Vehicle must match the description (cleanliness, amenities)
• Safety: Follow traffic laws and ensure passenger safety
• Professionalism: Treat customers with respect

5.3 Penalties for Service Violations

If you fail to deliver as promised, the Platform will automatically apply penalties based on GPS and photo evidence:

• Late 15-30 minutes: ₹100 compensation to customer
• Late 30-60 minutes: ₹200 compensation to customer
• Late 60+ minutes: ₹500 compensation + customer can cancel with full refund
• Vehicle mismatch: Customer can cancel with full refund or receive 20-50% compensation
• Provider no-show: Full refund + deposit + ₹500 to customer

5.4 Payment Terms

• Payments are held in escrow until trip completion
• Platform deducts 5% commission from total booking amount
• Payment released after customer verification (OTP or GPS proof)
• Payouts processed within 3-5 business days

6. Customer Terms

6.1 Booking Responsibilities

As a Customer, you agree to:

• Provide accurate pickup and drop-off information
• Be present at the pickup location at the scheduled time
• Treat the Provider and vehicle with respect
• Pay the agreed booking amount
• Not cause damage to the vehicle

6.2 Security Deposits (For Lease Bookings)

• Security deposits are held in escrow by the Platform
• Purpose: Protect against vehicle damage, no-shows, and contract breaches
• Amount: Determined by Provider, typically 10-50% of trip cost
• Refund: Automatically returned within 24 hours after successful trip completion

6.3 Security Deposit Refund Conditions

• Full Refund: Trip completed successfully with OTP verification
• Full Refund + Deposit: Provider no-show (GPS/photo verified)
• No Refund: Customer no-show without valid reason
• Partial Refund: Disputes requiring investigation

7. Payment & Pricing

7.1 Payment Processing

• Payments processed via Razorpay (India) or Stripe (International)
• We do not store your full credit/debit card details
• All transactions are encrypted and PCI-DSS compliant

7.2 Platform Commission

• Currently 5% of total booking amount (excluding security deposit)
• Automatically deducted before Provider payout
• Non-refundable, even if booking is cancelled
• Commission rates may be changed at our discretion with 30 days notice

7.3 Payment Gateway Fees

• UPI: Currently 0.25% (₹2.50 on ₹999)
• Credit/Debit Cards: Currently 2% (₹20 on ₹999)
• Fees borne by Customer and included in final amount
• Fee rates may be adjusted to reflect actual gateway costs without prior notice

8. Cancellation & Refund Policy

8.1 Customer Cancellations

• Before pickup time: Full refund (minus processing fees)
• After pickup time: No refund (Provider waited)
• Provider no-show: Full refund + deposit + ₹200-500 compensation

8.2 Provider Cancellations

• More than 24 hours before: Customer receives full refund
• Less than 24 hours: Customer receives full refund + ₹200 compensation
• After customer arrives: Full refund + deposit + ₹500 compensation

8.3 Refund Processing Time

• Refunds initiated within 24 hours of cancellation
• Credit to original payment method within 5-7 business days
• Bank processing times may vary

9. Verification & Safety

9.1 Photo Verification

• Customers must take photos at pickup/drop-off for refund eligibility
• Photos used to verify Provider arrival and vehicle condition
• GPS location embedded in photos for authenticity

9.2 OTP Verification

• Provider enters OTP after trip completion to release payment
• OTP valid for 24 hours (or custom countdown period)
• After expiry without verification, automatic refund to Customer

9.3 GPS Tracking

• Location tracked during active bookings for safety and verification
• Used to verify punctuality and service delivery
• Not tracked outside of active bookings

10. Subscription Plans

10.1 Available Plans

• Basic (Free): Post vehicles, book rides, basic features
• Premium (₹999/month): ⭐ Badge, document verification, priority support
• Expert (₹4,999/month): 💎 Badge, manual approval, featured listings

10.2 Subscription Terms

• Subscriptions auto-renew unless cancelled
• Cancel anytime from account settings
• No refunds for subscription fees under any circumstances
• No refunds for partial months, unused time, or voluntary cancellation
• Downgrade to Basic upon expiration if not renewed
• Subscription prices may be changed with 30 days notice to existing subscribers

11. Prohibited Activities

You may NOT:

• Use the Platform for illegal activities
• Post false or misleading information
• Harass, abuse, or harm other users
• Attempt to defraud the Platform or other users
• Reverse engineer or hack the Platform
• Create multiple accounts to abuse promotions
• Use bots or automated tools
• Copy or scrape content from the Platform

12. Liability & Disclaimers

12.1 Platform is a Marketplace Only

IMPORTANT: VaultWheels is an intermediary platform connecting users. We do NOT:

• Own, operate, or maintain vehicles
• Employ Providers or control their actions
• Guarantee vehicle condition or safety
• Take responsibility for Provider or Customer conduct

12.2 Disclaimer of Warranties

THE PLATFORM IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING:

• Merchantability
• Fitness for a particular purpose
• Non-infringement
• Uninterrupted or error-free service

12.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, VAULTWHEELS SHALL NOT BE LIABLE FOR:

• Personal injury or death during transportation
• Vehicle damage or theft
• Loss of property
• Indirect, incidental, or consequential damages
• Loss of profits or revenue

OUR TOTAL LIABILITY SHALL NOT EXCEED THE COMMISSION EARNED FROM THE DISPUTED TRANSACTION.

12.4 User Assumption of Risk

By using VaultWheels, you acknowledge and accept that:

• Transportation involves inherent risks
• You use the service at your own risk
• You should verify Provider credentials and vehicle condition
• You should maintain appropriate insurance coverage

13. Indemnification

You agree to indemnify and hold VaultWheels harmless from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your use of the Platform
• Your violation of these Terms
• Your violation of any law or third-party rights
• Your interactions with other users

14. Dispute Resolution

14.1 Platform Mediation

• Contact support at vaultwheelsin@gmail.com for disputes
• We will review evidence (GPS, photos, messages) and mediate
• Decisions made within 5 business days
• Platform's decision is final and binding
• We have sole discretion in resolving all disputes

14.2 Company Decision Authority

IMPORTANT: VaultWheels reserves the final authority on all matters:

• Refund Decisions: Our determination of refund eligibility is final
• Account Actions: Suspension/termination decisions are final and not appealable
• Dispute Outcomes: Our mediation decisions are binding on all parties
• Policy Interpretation: We have sole discretion to interpret these Terms
• Evidence Evaluation: Our assessment of GPS, photos, and other evidence is conclusive
• Fraud Determination: We decide what constitutes fraud or suspicious activity (final)

By using VaultWheels, you agree that the Platform's decisions are final and waive any right to challenge them in court, except as required by law.

14.3 Arbitration

If mediation fails, disputes shall be resolved through binding arbitration under the Arbitration and Conciliation Act, 1996, in [Your City], India.

14.4 Jurisdiction

These Terms are governed by the laws of India. Courts in [Your City] shall have exclusive jurisdiction.

15. Account Suspension & Termination

15.1 We May Suspend/Terminate Your Account Immediately Without Refund If:

• You violate these Terms
• You engage in fraudulent or suspicious activity
• You receive multiple negative reviews or complaints
• You fail to pay amounts owed
• Required by law or legal process
• We detect suspicious banking or payment activity
• Your payment method is flagged for fraud or chargebacks
• You initiate unauthorized chargebacks or payment disputes
• We determine your account poses risk to the Platform or other users

15.2 Consequences of Termination

• Immediate loss of access to Platform
• No refund of subscription fees
• No refund of any payments or credits
• Pending bookings may be cancelled
• You remain liable for any outstanding amounts owed

15.3 You May Terminate Your Account Anytime

• Contact support to delete your account
• Outstanding payments must be settled first
• Active bookings must be completed or cancelled
• No refund of subscription fees upon voluntary account deletion

16. Intellectual Property

All content on VaultWheels (logos, text, code, design) is owned by VaultWheels and protected by copyright and trademark laws.

• You may not copy, reproduce, or distribute Platform content
• VaultWheels™ and TrustScore™ are trademarks
• User-generated content (photos, reviews) licensed to us for Platform use

17. Privacy & Data Protection

Your use of VaultWheels is subject to our Privacy Policy, which is incorporated into these Terms by reference.

18. Platform Rights & Pricing Changes

18.1 Right to Modify Pricing

VaultWheels reserves the right to change pricing at any time without liability:

• Commission Rates: May be increased or decreased from current 5% with 30 days notice
• Payment Gateway Fees: May be adjusted to reflect actual costs without notice
• Subscription Prices: May be changed for new subscribers immediately; existing subscribers notified 30 days in advance
• Service Fees: New fees may be introduced for premium features with notice

18.2 Right to Modify Features

We may modify, suspend, or discontinue any feature at any time:

• Add or remove features without compensation
• Change feature availability by subscription tier
• Sunset features that are no longer viable
• Introduce new paid features

18.3 Account Revocation Rights

We reserve the absolute right to revoke, suspend, or terminate any account for any reason, including but not limited to:

• Suspicious Activity: Unusual payment patterns, rapid account creation, abnormal booking behavior
• Banking Issues: Chargebacks, payment reversals, frozen bank accounts, fraud flags from financial institutions
• Risk Management: High-risk behavior, association with known fraudsters, geographic risk factors
• Business Judgment: Any activity we determine in our sole discretion threatens the Platform, other users, or our business interests

18.4 No Compensation for Revocation

If your account is suspended or terminated:

• ❌ No refund of subscription fees - All subscription payments are final and non-refundable
• ❌ No refund of platform credits or wallet balance
• ❌ No compensation for lost access or opportunities
• ❌ No liability for business losses or damages
• ✅ Only pending booking refunds for completed services may be processed at our discretion

18.5 Fraudulent Chargebacks

If you initiate an unauthorized chargeback or payment dispute:

• Immediate account suspension
• Permanent ban from Platform
• Reporting to fraud databases
• Legal action to recover costs plus chargeback fees
• No refunds or credits issued

19. Changes to Terms

• We may update these Terms at any time
• Changes effective immediately upon posting
• Continued use after changes = acceptance
• Material changes will be notified via email or in-app notification

20. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions shall remain in full force.

21. Force Majeure

We are not liable for delays or failures due to circumstances beyond our control (natural disasters, war, strikes, pandemics, government actions).