Delivery Partner Terms & Conditions

1. Purpose & Scope

These Delivery Partner Terms & Conditions ("Terms") govern the onboarding and use of the SEVAZO delivery-partner platform and the performance of delivery assignments accepted through it.

The Terms cover eligibility, verification, vehicles, driving compliance, safety, pickup, delivery, customer interaction, cash handling, data protection, payments, complaints, performance, suspension and termination.

Additional operational instructions, partner policies, fee schedules and order-specific instructions communicated through the SEVAZO app may form part of the applicable operating framework, provided they are consistent with law and these Terms.

2. Relationship with SEVAZO

Subject to the actual contract and applicable law, a delivery partner is engaged as an independent service provider / gig or platform worker arrangement and is not automatically an employee, agent, partner or joint-venture participant of SEVAZO merely because the partner uses the platform.

The partner is responsible for deciding whether to accept available assignments, subject to any lawful and disclosed platform rules, service commitments already accepted, safety requirements and order-specific obligations.

Nothing in these Terms prevents any statutory authority from determining the legal status of a relationship according to applicable law and actual facts.

3. Eligibility & Onboarding

A delivery partner must meet SEVAZO's eligibility criteria and all applicable legal requirements.

• Be legally eligible to provide delivery services in the relevant jurisdiction.
• Provide accurate identity and contact information.
• Complete required KYC and verification.
• Provide a valid bank/payment account for settlements where required.
• Have the legal right to operate the selected delivery vehicle.
• Hold all licences, permits, registrations and insurance required for the vehicle and delivery activity.
• Meet any applicable age requirement for operating the vehicle.
• Complete safety, app and operational training where required.
• Not provide materially false, forged or misleading documents.

4. KYC, Identity & Background Verification

SEVAZO may verify information reasonably necessary for onboarding, safety, payment, fraud prevention and legal compliance.

• Name and identity document details as legally permitted.
• Mobile number and email where applicable.
• Address/contact information.
• Driving licence and vehicle information where applicable.
• Vehicle registration and insurance details.
• Bank account/payment details.
• Police/background verification where legally permitted or required for a particular operating model.
• Other category-specific or regulatory documents where required.

Partners must promptly update expired, changed, suspended or cancelled documents. SEVAZO may restrict access while material verification information is incomplete or invalid.

5. Vehicle Requirements & Documents

The delivery partner must use a vehicle that is legally permitted and suitable for the delivery activity.

Where a vehicle is used for commercial or delivery activity, the partner must comply with applicable State/UT transport requirements, including any permit, tax, fitness, insurance or other requirements that apply to that vehicle and use. SEVAZO does not authorize a partner to use a private vehicle unlawfully for a commercial purpose.

6. Driving & Legal Compliance

• Obey the Motor Vehicles Act, applicable Central/State/UT rules, traffic regulations and lawful directions of authorities.
• Do not drive without a valid licence or with a suspended/disqualified licence.
• Do not drive under the influence of alcohol, drugs or any substance that impairs driving.
• Do not use a mobile phone in a manner prohibited by traffic law while driving.
• Wear a helmet where required and ensure required safety equipment is used.
• Do not carry passengers or goods in a manner that violates vehicle capacity or law.
• Do not overspeed or undertake dangerous/reckless driving.
• Do not use a vehicle that is unsafe or mechanically unfit.

7. Insurance

The delivery partner must maintain all legally required motor-vehicle insurance and any additional coverage required by the applicable vehicle/use or SEVAZO onboarding requirements.

Where SEVAZO provides or facilitates additional accident, personal accident, health, liability or welfare coverage, the partner will be subject to the terms, eligibility and exclusions of the relevant policy/scheme.

Partners must not assume that SEVAZO's platform participation automatically provides insurance coverage for every accident, vehicle loss, third-party claim or personal injury.

8. Road, Personal & Delivery Safety

• Safety takes priority over delivery speed.
• Never compromise traffic safety to meet an ETA.
• Do not drive aggressively to improve delivery performance.
• Use required helmet/safety equipment.
• Take appropriate breaks where fatigue may affect safe driving.
• Do not deliver while impaired, excessively fatigued or medically unfit to drive.
• Follow safe parking and handover practices.
• Do not enter a customer's private premises unless reasonably necessary, lawful and safe.
• Report threats, harassment, violence or unsafe situations through the support channel and contact authorities where necessary.

9. Mobile Device, Equipment & Delivery Kit

Partners are responsible for maintaining a functional mobile device and connectivity reasonably required to perform accepted delivery assignments.

Where SEVAZO provides a bag, uniform, ID card, QR device, scanner or other equipment, the partner must use it responsibly, keep it in reasonable condition and return it when required, subject to applicable policy.

Do not display customer personal data or order information publicly on devices, bags, social media or other channels.

10. Delivery App & Account Security

• Use only your own SEVAZO delivery-partner account.
• Do not share passwords, OTPs, session tokens or login credentials.
• Do not allow another person to operate through your verified account unless SEVAZO expressly permits an approved substitute arrangement.
• Do not create duplicate/fraudulent accounts to obtain incentives.
• Keep the app updated where required.
• Do not tamper with, reverse engineer, exploit or manipulate the app, APIs, GPS, order status or payment system.
• Do not use bots, scripts, GPS spoofing or automated methods to manipulate assignments, incentives or location.

11. Delivery Assignment & Acceptance

Available assignments may contain pickup location, customer delivery location, order information, estimated delivery time, special instructions and applicable payout information.

The partner should review the assignment before accepting it. Once accepted, the partner should make reasonable efforts to complete the assignment safely and within the applicable operational process.

If the partner cannot safely or lawfully complete an accepted assignment, the partner must promptly use the app/support process instead of abandoning the order without notice.

12. Pickup, Verification & Handover

• Collect the correct order from the designated seller/store.
• Verify order number or other permitted pickup identifier.
• Do not open, consume, substitute or tamper with packaged goods.
• Handle products carefully and maintain reasonable hygiene.
• Use appropriate temperature/handling procedures where instructed for applicable goods.
• Report missing, damaged, leaking, unsafe or visibly incorrect packages before leaving the pickup location where reasonably possible.
• Do not collect extra money from sellers or customers unless expressly authorized.

13. Customer Interaction & Professional Conduct

• Behave respectfully and professionally.
• Do not harass, threaten, discriminate against or intimidate customers.
• Do not make inappropriate comments or requests.
• Do not ask for a customer's personal social-media contact or unrelated personal information.
• Do not enter private premises without appropriate reason, consent and safety.
• Do not demand tips, additional delivery charges or unofficial fees.
• Do not photograph/video customers or their private premises except where a documented operational/legal requirement exists.
• Do not misuse customer phone numbers.

14. Cash on Delivery (COD) & Cash Handling

COD may be enabled only for eligible orders where the SEVAZO system expressly shows COD as the payment method.

• Collect only the amount shown as payable in the SEVAZO system.
• Do not alter the order amount.
• Do not accept unofficial additional charges.
• Record cash collection accurately in the app/process.
• Safeguard collected cash until the required settlement/deposit process.
• Do not use customer cash for personal expenses.
• Report cash discrepancies immediately.

SEVAZO may reconcile COD collections against order records and apply lawful/contractually agreed adjustments for verified discrepancies.

15. Customer Data & Privacy

Delivery partners may receive limited customer information necessary to complete a delivery. This information must be treated as confidential.

• Use customer data only for the relevant delivery/order.
• Do not save customer phone numbers, addresses or order data for unrelated purposes.
• Do not sell, share, publish or transfer customer data.
• Do not contact customers after delivery for personal, promotional or unrelated purposes.
• Do not use customer addresses for personal visits.
• Do not upload customer information to public websites or social media.
• Report suspected data loss or unauthorized disclosure immediately.

SEVAZO's Privacy Policy governs SEVAZO's processing of personal data. Partners must also follow applicable privacy/data-protection requirements and SEVAZO's instructions.

16. Prohibited Conduct

• Fraud, theft or misappropriation.
• Order manipulation or fake deliveries.
• False delivery confirmation.
• GPS spoofing or location manipulation.
• Self-ordering or collusion with customers/vendors.
• Multiple accounts for incentive abuse.
• Unauthorized cash collection.
• Product tampering.
• Opening sealed packages without authorization.
• Substitution without authorization.
• Alcohol/drug use while operating a vehicle.
• Weapons or unlawful items during delivery, except lawful possession unrelated to SEVAZO and consistent with applicable law.
• Harassment, discrimination, threats or violence.
• Sharing customer or seller data.
• Manipulating ratings, complaints or delivery status.
• Using another person's identity/account or documents.
• Bribery or unlawful payments.

17. Restricted, Sensitive & Special Goods

Partners must follow the order-specific handling instructions and all applicable laws for goods carried through the platform.

SEVAZO may restrict or prohibit delivery of certain categories including unlawful drugs/substances, weapons, hazardous materials, regulated goods, age-restricted products or any product category that the platform does not support.

Partners must not knowingly transport an item that appears unlawful, dangerous, leaking, damaged in a hazardous manner or inconsistent with the order. Stop and contact SEVAZO support where safe to do so.

18. Accident, Injury, Theft & Emergency Procedure

If a road accident occurs

1. Prioritize immediate safety and move to a safe location if possible and lawful.
2. Contact emergency services where necessary.
3. Provide reasonable assistance to injured persons consistent with personal safety and law.
4. Inform SEVAZO as soon as reasonably possible.
5. Report the incident to the police/authority where legally required.
6. Preserve relevant documents and evidence.

If an order is lost, stolen or damaged

• Do not conceal the incident.
• Immediately report it through the app/support channel.
• Do not falsely mark the order as delivered.
• Cooperate with investigation and insurance processes where applicable.

19. Loss, Damage, Tampering & Product Handling

The partner must exercise reasonable care over orders from pickup until lawful handover, return or completion of the delivery process.

Where loss, damage, tampering or shortage is alleged, SEVAZO may review pickup records, order status, photographs, customer/seller statements, delivery logs and other evidence.

Any recovery, deduction or liability assessment will be subject to applicable law, the actual facts, the partner agreement and a fair verification process. SEVAZO will not treat every customer complaint as automatic proof of partner fault.

20. Earnings, Fees, Incentives & Charges

Delivery partner earnings may consist of delivery fees, applicable incentives, bonuses or other amounts displayed or communicated by SEVAZO.

Unless expressly stated, a displayed amount may be subject to eligibility conditions, order completion requirements, applicable taxes, lawful deductions, cancellations, refunds, verified discrepancies or other disclosed adjustments.

SEVAZO should communicate material changes to payout/fee structures through the app or appropriate partner communication channel before they become applicable, subject to urgent changes required by law or operational necessity.

21. Settlement & Payment

• Payments will be made to the verified payment/bank account associated with the partner, subject to applicable processes.
• Settlement timing may vary because of banking, holidays, verification, reconciliation or payment-provider processes.
• SEVAZO may investigate and temporarily hold disputed amounts where reasonably necessary and contractually permitted.
• Verified COD or other collection discrepancies may be reconciled.
• Partners should not accept off-platform payments for SEVAZO orders unless expressly authorized.

22. Taxes & Statutory Compliance

Partners are responsible for their own tax and statutory obligations applicable to their earnings and business status. SEVAZO may deduct or report amounts where required by applicable tax law.

Where TDS, GST, professional tax or any other statutory deduction/reporting requirement applies, the applicable law and official records will govern.

Partners should provide accurate PAN, bank and other tax information where legally required and should consult their tax adviser regarding their individual circumstances.

23. Social Security, Welfare & Gig/Platform Worker Provisions

Indian social-security law recognizes gig and platform-worker arrangements, and the applicable legal framework may provide for schemes, registration and welfare/social-security measures subject to commencement, rules, schemes, eligibility and implementation by the competent authorities.

SEVAZO will comply with social-security or welfare obligations that legally apply to its actual operating model and jurisdiction. Where a statutory or government-backed scheme is available and applicable, SEVAZO may provide or facilitate relevant information/processes as required.

Partners should not interpret this clause as a guarantee of any particular benefit unless the benefit has been legally notified and the partner meets its eligibility requirements.

24. Customer, Seller & Delivery Complaints

Partners must cooperate with reasonable investigations relating to delivery complaints, including non-delivery, late delivery, missing items, damage, tampering, false delivery confirmation, cash discrepancies or misconduct allegations.

SEVAZO may maintain complaint/ticket records and may share relevant information with the partner to enable a response, subject to privacy requirements.

25. Ratings, Performance & Service Quality

SEVAZO may use lawful and transparent operational metrics to monitor service quality, such as completion rate, cancellation/abandonment, delivery accuracy, customer complaints, safety incidents, fraud indicators and other relevant measures.

Performance metrics should not require unsafe driving or violation of traffic law. A partner must never speed, drive dangerously or otherwise compromise safety to meet a platform target.

Where adverse action may materially affect a partner's access to the platform, SEVAZO may provide an appropriate review/support mechanism subject to the applicable policy and law.

26. Fraud Prevention & Platform Integrity

SEVAZO may use automated systems and human review to detect suspicious activity, including repeated fake orders, location manipulation, device/account anomalies, incentive abuse, collusion, cash discrepancies or false delivery events.

Automated signals are not necessarily conclusive by themselves. Where appropriate, SEVAZO may seek additional information or conduct a review before final adverse action, subject to urgency, safety, fraud risk and applicable law.

27. Suspension & Temporary Restrictions

SEVAZO may temporarily restrict a delivery partner's access where reasonably necessary for safety, verification, fraud prevention, legal compliance, serious customer/seller complaints, document expiry, payment reconciliation or platform security.

Examples include:

• Expired driving licence/vehicle document.
• Invalid or inadequate insurance where required.
• Serious safety incident.
• Suspected identity fraud.
• Repeated false delivery confirmation.
• Material cash discrepancy.
• Customer harassment or violence allegation.
• Suspected counterfeit/product tampering incident.
• Serious data/privacy breach.

28. Termination

Either party may end the delivery-partner relationship subject to any accepted assignment, outstanding reconciliation and applicable contractual/legal requirements.

SEVAZO may terminate or permanently restrict access for serious or repeated violations, fraud, unlawful conduct, safety risks, identity/document fraud, material confidentiality breaches or other substantial breach of these Terms.

Where appropriate, SEVAZO may provide a review/appeal channel. Immediate action may be taken where necessary to protect customers, sellers, partners, the public or the platform.

29. Delivery Partner Grievance Redressal

Partners may raise operational, payment, safety, account, suspension or conduct-related complaints through the designated support/grievance channel.

Where a specific statutory grievance or dispute mechanism applies, that mechanism will prevail.

30. Liability & Indemnity

Each party remains responsible for its own acts, omissions and legal obligations.

A partner may be responsible for loss caused by proven fraud, wilful misconduct, unlawful conduct, intentional misuse, unauthorized cash retention, intentional product tampering or other proven breach, subject to applicable law and the actual contractual arrangement.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

Any indemnity obligation will apply only to the extent permitted by law and should be interpreted consistently with the actual partner agreement and applicable statutory rights.

31. Force Majeure & Exceptional Events

Neither party should be treated as in breach solely because performance is prevented or materially affected by events beyond reasonable control, such as natural disasters, severe weather, riots, war, government restrictions, major network outages, strikes, epidemics or other extraordinary events, subject to applicable law.

Safety remains the priority during such events, and partners should not undertake unsafe deliveries merely to satisfy an ETA.

32. Applicable Law & Jurisdiction

These Terms are intended to operate under the laws applicable in India and the State/UT in which the relevant delivery activity is performed.

Mandatory rights, remedies and jurisdiction available under applicable law will not be excluded by these Terms.

Where a dispute is not resolved through the available support/grievance process, the parties may use any legally available dispute-resolution mechanism. Any arbitration clause, if separately included in the signed partner agreement, must comply with applicable law.

33. Changes to These Terms

SEVAZO may update these Terms to reflect changes in law, technology, delivery operations, safety requirements, payment processes or business structure.

Material changes will be communicated through appropriate channels where required. The latest version will display the applicable last-updated date.

34. Contact SEVAZO

When contacting SEVAZO, include Partner ID, Order ID, date/time and relevant evidence where available.

Delivery Partner Safety Checklist