Terms and Conditions

These Terms and Conditions ("Terms") form a legally binding agreement between you and GoBikes Automotive Private Limited, operating as GoWheelo ("GoWheelo", "we", "us"), a company incorporated under the Companies Act, 2013 (CIN: U63030DL2019PTC346768), with its registered office at Top floor, C-78, E-3, Jvts Garden, Chattarpur, New Delhi, Delhi 110074.

These Terms cover your use of gowheelo.com, our mobile applications and related services (the "Platform"), and every vehicle booking made through it. They should be read with our Privacy Policy and any booking-specific terms shown to you at the time of booking.

Definitions

These Terms are an electronic record under the Information Technology Act, 2000 and do not require a physical or digital signature.

GoWheelo is a technology platform and marketplace. Vehicles are owned or operated by independent Rental Partners, not by GoWheelo. We list Vehicles, take Bookings and payments, and set the booking, cancellation and refund rules in these Terms. The Rental Partner named on your Booking hands over the Vehicle and receives it back.

Where these Terms refer to "the Company" performing an operational task (inspection, servicing, breakdown support, damage assessment), GoWheelo may carry out that task directly or through the Rental Partner.

Our commitment if a Vehicle is unavailable. If the Rental Partner cannot provide the Vehicle you booked, or the Vehicle is not in acceptable condition at pickup (clause 9.4), we will offer you (a) an equivalent Vehicle at the same price, or (b) a full refund of the amount you paid. We resolve this with the Rental Partner.

Nothing in these Terms makes you an agent, employee or partner of GoWheelo or of the Rental Partner.

By making a Booking, creating an account or using the Platform, you agree to these Terms, the Privacy Policy and the Listing terms. If you do not agree, do not use the Platform.

We may update these Terms from time to time. Each version shows its effective date. The version in force on the day you made your Booking applies to that Booking, and a later change does not affect a Booking you have already confirmed. Changes take effect for new Bookings once published on the Platform.

If these Terms conflict with a Listing's specific conditions, the Listing's conditions prevail for that Vehicle on the points they cover (price, deposit, kilometre limit, area restrictions).

You must be at least 18 years old to rent a two-wheeler and at least 21 years old to rent a car. For two-wheelers above 390cc, you must be at least 21. For cars, your licence must have been held for at least one year.

You must hold a full, valid driving licence in your own name, for the class of Vehicle you are renting. A learner's licence is not accepted. If your licence expires or is revoked during the Rental Period, your right to ride or drive ends immediately.

You must give accurate, complete and current information, including name, age, phone number, email and address, and keep it updated. Information you give about the trip's duration and purpose must also be true.

You are responsible for your account credentials and for all activity on your account. Tell us immediately about any unauthorised use. One account may not be used by more than one person.

We or the Rental Partner may refuse or cancel a Booking if you do not meet these requirements or give false information. See clause 7.4 for the refund consequences.

Indian residents must bring the following originals to pickup and also upload copies to the Platform when asked:

International visitors must provide a valid driving licence from their home country, an International Driving Permit (or an English translation accepted by the Rental Partner), a passport and a valid visa.

Some Rental Partners ask for additional documents. If so, this is stated on the Listing before you book.

A Rental Partner may hold one original document (for example, your licence or ID) during the Rental Period where the Listing says so, and will give you a receipt. It will be returned when you return the Vehicle. We will not retain Aadhaar copies except as permitted by law.

All documents are subject to verification. If a Rider cannot meet clause 4 or 5 at pickup, the Vehicle will not be handed over.

Rental rates are those shown on the Platform at the time of booking and include applicable taxes unless stated otherwise. The minimum booking is one day (24 hours) unless the Listing says otherwise.

Payment in advance. The full rental charge for the Rental Period must be paid in advance through the Platform, using UPI, debit/credit card, net banking or other methods offered at checkout. If you pay only a booking amount, the remaining balance is due as shown on your Booking, and clause 7.3 applies if you cancel.

We are not responsible for failures or delays at third-party payment gateways or banks, but we will help you resolve payment issues you report promptly.

A Booking is confirmed only when you receive a confirmation with a Booking ID.

Pickup location. The pickup location cannot be changed once the Booking is confirmed.

Rescheduling. You may ask us to reschedule your Booking to new dates and times, subject to the Vehicle being available for the new dates. A Booking can be rescheduled only once. Request the reschedule through the Platform or customer care before the pickup time. If the new dates cost more, we will tell you the amount and charge it only with your agreement; if they cost less, we refund the difference. If the Vehicle is not available for the new dates, the reschedule cannot be made, the original Booking stands, and no refund is given on account of the unavailability. You may still cancel the Booking under clause 7, subject to the cancellation charges.

Vehicle photos on the Platform show the type of Vehicle. The exact model variant or colour you receive may differ.

Cancel through the Platform or customer care. The cancellation time is when we receive your request.

Cancelling by you. We deduct a percentage of the amount paid based on the time remaining before pickup, as set out in the cancellation policy table in Schedule A (A1). "Before 72 hours" in that table means more than 72 hours before the pickup time.

Partial payment, no-show and late arrival. If you paid only a partial booking amount, that amount is non-refundable on cancellation. If you do not turn up or arrive after your scheduled pickup time without prior cancellation, no refund is due.

Cancellation for non-compliance. If you cannot meet the eligibility or document requirements at pickup (clauses 4 and 5), the Booking is treated as cancelled by you and no refund is due.

Cancellation by us or the Rental Partner. We may cancel a Booking if:

Refund timing. Approved refunds are made to the original payment method within 5-7 working days. Bank processing time may add delay beyond our control.

Early return. No refund is given if you return the Vehicle before the scheduled drop-off time.

Nothing in this clause limits your statutory rights under the Consumer Protection Act, 2019.

Where a Listing requires a refundable security deposit, the amount is shown before you book. Unless the Listing says otherwise, it is paid to the Rental Partner at pickup. We do not collect security deposits online unless the Listing says so.

Deductions from the deposit are limited to: unpaid rent; damage (clause 15); missing fuel or charge; extra kilometres; late-return charges; traffic fines and fees (clause 17); and charges under clause 18.

The balance is refunded within 3 working days of return and inspection. If anything is deducted, we or the Rental Partner will tell you what for and how much, with supporting details, before refunding the balance.

Pickup and drop-off are at the Rental Partner's location stated on your Booking unless the Listing provides for delivery (clause 19.4). Vehicles must be returned to the same location unless agreed in writing.

Arrive at pickup with your original documents and a payment method for any amounts due at pickup. Only a Rider named on the Booking can collect or ride the Vehicle. You can add or change Riders on the Platform before pickup.

Inspect before you ride. Check the Vehicle, test it, and photograph or video any existing damage, missing parts, fuel or battery level and odometer reading. Point out issues to the Rental Partner and have them recorded in the handover record. The Rental Partner or GoWheelo may also take photos and video at pickup and return, and you will have access to those records.

Right to refuse. If the Vehicle is not in acceptable condition, you may refuse it. You must do this at the pickup location, before taking the Vehicle away, send us the photos and video, and wait for our instructions. We will then arrange an equivalent Vehicle or a full refund (clause 2.3).

Acceptance. Once you ride or drive away, you are deemed to have inspected and accepted the Vehicle in its recorded condition. Damage or abnormality not recorded at pickup will be treated as occurring during your Rental Period, unless you show otherwise by evidence (for example, your pickup photos).

You will be shown or given copies of the Vehicle's registration certificate and insurance. Keep them with the Vehicle and return them at drop-off.

Authorised Riders only. Only Riders named on the Booking may ride or drive the Vehicle. You must not lend the Vehicle to anyone else. You remain fully responsible for the Vehicle regardless of who is riding it.

Permitted area. You may use the Vehicle within India, subject to any area restrictions on the Listing (some cities and routes are restricted or need prior permission).

Helmets and safety gear. One helmet is provided with each two-wheeler. Helmets are mandatory by law for the rider and pillion, and you are responsible for ensuring both wear them. You are encouraged to bring your own. Never carry more passengers than the Vehicle is designed and permitted for.

Security. Park safely, switch off the ignition and lock the handle (or lock the car) whenever unattended. You are responsible for losses resulting from failure to secure the Vehicle.

Care of the Vehicle. Do not attach external fittings, modify the Vehicle, or carry out repairs or replacements without written permission. Avoid use that causes excessive wear and tear. Report any abnormality (unusual vibration, noise, handling, warning lights) promptly.

Personal belongings. We and the Rental Partner are not responsible for your personal belongings left in or on the Vehicle. We will make reasonable efforts to return found items.

You must not use the Vehicle:

This list is not exhaustive. Any use that the Rental Partner or GoWheelo reasonably considers unsafe or unlawful is a breach of these Terms. We may report unlawful use to the authorities.

Consequences. If you breach clause 11, the rental may be terminated immediately, you must return the Vehicle at once, no refund is due, and you are liable under clause 15 for all resulting loss.

Rental charges do not include fuel, charging, tolls, parking, permits or entry fees. These are your responsibility.

The fuel (or battery) level at pickup is recorded. Return the Vehicle at the same level. If it is lower, you pay the difference at actual cost. Surplus fuel is not refunded.

Where the Listing specifies a kilometre limit, kilometres beyond it are charged at the per-kilometre rate on the Listing, settled at drop-off or deducted from the deposit.

Return the Vehicle, clean and secured, at or before the drop-off time on your Booking, together with the helmet, keys, documents and accessories provided.

Grace period. You have a 30-minute grace period after the drop-off time.

Late return. After the grace period, you pay (a) the pro-rata rental for the extra time and (b) the late fee shown on the Listing for that Vehicle. The late fee and how it is calculated are displayed on the Listing before you book.

Extensions. Request an extension at least 3 hours before the drop-off time through the Platform, customer care or the Rental Partner. Extensions depend on availability and are charged at the rate shown. If we decline an extension and you keep the Vehicle, clause 13.3 applies from the original drop-off time.

Unauthorised retention. If the Vehicle is not returned and you cannot be reached for 24 hours after the drop-off time, the Rental Partner may treat this as unauthorised retention, recover the Vehicle, and take legal action. You will bear the costs of recovery.

Rentals are charged in whole days. Returning the Vehicle early does not reduce the charge (clause 7.7).

Rental Partners are responsible for routine servicing of their Vehicles. You are responsible for keeping the Vehicle clean, checking tyres, engine oil and coolant (where applicable) as reasonably required on longer trips, and returning it in good working order.

Breakdown. If the Vehicle breaks down or you notice a defect, call customer care immediately on +91-8448444897 and share your location and the nature of the problem. We will arrange a mechanic or guidance, or a replacement where reasonably possible. We cannot guarantee a repair time, as it depends on location, mechanic and parts availability.

No self-repairs. Do not have repairs done without contacting us first. If we approve a repair you arrange, keep the original printed invoice. We cannot reimburse without it. Repairs due to your negligence, an accident or misuse are not reimbursable.

Punctures and towing. Tyre punctures are at your cost unless the Listing says otherwise. Towing following a puncture, collision or breakdown caused by improper use is at your cost.

Support hours. Customer care is available from 7:00 AM to 11:00 PM (IST). Outside these hours, you can email support@gowheelo.com or raise a ticket on the Platform, and for emergencies use the contact provided at pickup.

Your responsibility. You are responsible for the Vehicle from pickup until it is returned and checked. If it is damaged, lost or stolen during the Rental Period, you pay as set out in this clause, whether the cause was an accident, mishandling or carelessness.

Assessment. Damage is assessed from the pickup and return records, and repair costs are estimated by an authorised service centre or workshop. You are entitled to a copy of the assessment.

What you pay (no cap). If the Vehicle is damaged during the Rental Period, you pay:

Insurance recoveries. The Rental Partner may, but need not, claim under its own-damage insurance, and your liability under clause 15.3 is not reduced by the existence of cover. If the insurer actually pays towards the repair, that amount is credited to you, and you pay the balance (including any excess, deductible, depreciation or amount the insurer rejects or reduces), together with the downtime rental. No loss is recovered twice.

Reporting. Report any accident, damage, theft or police/legal notice to us as soon as possible and within 1 hour of the incident where you are physically able to, by phone and email, followed by a written account (what happened, where, when, any third party or property involved, police complaint details). Do not admit liability to any third party. Give us any summons, notice or document you receive relating to the incident.

Theft. If the Vehicle is stolen, you must immediately inform us and the nearest police station, file an FIR (or NCR where appropriate) with accurate facts, and cooperate fully with us, the Rental Partner, the insurer and the police. You pay the assessed market value of the Vehicle, less any amount actually paid by the insurer, together with the downtime rental until the claim is settled or a replacement Vehicle is obtained.

Where insurance will not respond. Insurers commonly reject or reduce claims where the loss occurred while riding under the influence, by an unauthorised Rider, in a prohibited use, outside the permitted area, in breach of traffic laws, or where the incident was not reported or the claim not supported as required by clauses 15.4 and 15.5. In those cases the whole loss falls on you under clause 15.3, and no insurer recovery will be credited.

Parts, helmets and accessories. Missing, lost or irreparably damaged parts, tools, helmets and accessories are charged at replacement cost (clause 18).

Third-party liability. You are responsible for compensating third parties for injury or property damage arising from your use of the Vehicle, to the extent not covered by insurance. Nothing in these Terms limits your liability to third parties under the Motor Vehicles Act, 1988.

Vehicles carry at least the third-party liability insurance required by the Motor Vehicles Act, 1988. Own-damage cover, where the Rental Partner holds it, is subject to the insurer's terms, deductibles and exclusions, and is not a guarantee that you will owe nothing.

Insurance does not cover: loss or damage while riding under the influence, by an unauthorised Rider, in a prohibited use, or in breach of these Terms; damage to tyres, helmets and accessories; or loss of keys or documents.

Insurance does not cover you personally. We recommend personal accident or travel insurance. We are not responsible for your medical or accidental expenses.

You are solely responsible for all traffic fines, challans, penalties, parking charges, towing, toll charges and legal costs arising from your use of the Vehicle, including for violations such as speeding, signal jumping, riding without a helmet, riding with extra pillions, illegal parking and toll evasion.

Tell us about any fine you receive during the Rental Period when you return the Vehicle, pay it promptly and give us proof of payment.

After return. Challans or notices for violations during your Rental Period that reach us after the Vehicle has been returned (or after your deposit has been refunded) are still your responsibility. We may recover them from you, and you agree to pay within 7 days of notification. We may charge an administrative fee (Schedule A) per notice for handling.

If police or authorities register a case against the Rental Partner or GoWheelo as owner or permit holder because of your conduct, you will compensate us for all costs, fines and reasonable legal fees.

Charges below apply where relevant. Actual-cost charges will be supported by a bill or estimate.

Cars. In addition to the rest of these Terms: Riders must be 21 or older and hold a licence for at least one year (clause 4.1). Only named drivers may drive. Fuel, FASTag/tolls, parking and permits are the User's responsibility. Kilometre limits and security deposits are stated on the Listing. Seat belts are mandatory for all occupants.

Electric vehicles. Charging costs are yours. Return the Vehicle with at least the battery level recorded at pickup. Use only the provided charger and follow the Rental Partner's charging and safety instructions. If the charger, key or key module is lost or damaged, you pay its replacement cost.

Monthly and long-duration rentals. Plan terms shown on the Platform at booking (price, billing cycle, deposit, early termination, servicing) apply to the plan. If they conflict with these Terms on those points, the plan terms prevail. Everything else in these Terms applies.

Doorstep delivery and pickup. Where available, the delivery fee is shown before you book. Be present at the agreed time and address. If the address is wrong or nobody is available, a second delivery may be charged. Delivery fees are not refundable once the Vehicle has been dispatched.

Offers, coupons and credits are subject to the terms shown with them at the time of booking. Those terms apply to your Booking even if we change them later for new Bookings.

We may withdraw an offer for future Bookings at any time. We may cancel promotional credits or benefits already earned only if they were obtained through misuse, fraud or breach of the offer terms, and we will tell you the reason.

Coupons and credits have no cash value and cannot be transferred, unless the offer terms say otherwise.

GPS tracking. Vehicles may be fitted with GPS and telematics devices that record location, speed and usage. By booking, you consent to this being used for safety, security, theft recovery, billing, damage and dispute resolution, and legal compliance. Tracking data may be shared with the Rental Partner, insurers, service providers and law enforcement or other authorities where needed for these purposes or required by law, as described in our Privacy Policy.

Personal data. We process your personal data (identity, contact, licence and ID details, payment information, booking history and location data during rentals) in accordance with our Privacy Policy and applicable law, including the Digital Personal Data Protection Act, 2023. You may request access to, correction of or deletion of your data, or withdraw consent, by writing to support@gowheelo.com.

Communications. You agree that we, and the Rental Partner for your Booking, may contact you by phone, SMS, WhatsApp and email about your Booking and our services. Service and transactional messages are sent on your request and are not unsolicited commercial communications. You may opt out of promotional messages at any time.

You must not: attempt to breach or probe the Platform's security; interfere with its operation; use bots, scrapers or automated tools; reverse engineer it; introduce malicious code; use it to build a competing service; send unsolicited promotional messages through it; or post content that is unlawful, defamatory, obscene, threatening, infringing or hateful.

All intellectual property in the Platform and its content (design, text, graphics, software, trademarks, including GoWheelo) belongs to or is licensed to us. We grant you a limited, revocable, non-transferable licence to use the Platform for personal, non-commercial purposes. You may print or copy pages for your personal use only.

Reviews, feedback or images you submit may be used by us to operate and promote the Platform, and you confirm you have the right to submit them.

We may remove content and take legal action for violations, and cooperate with law enforcement as required by law.

What we do not limit. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be excluded or limited, including your rights as a consumer.

Limits. Subject to clause 23.1, GoWheelo is not liable for indirect, incidental, special or consequential losses (including lost profits, onward travel, missed flights or trains, hotel costs or a spoiled trip) arising from unavailability, delay or cancellation. Subject to clause 23.1, our total liability to you for any claim relating to a Booking is limited to the amount you paid for that Booking.

Rental Partners. Where a Rental Partner fails to perform, GoWheelo's obligations are those in clauses 2.3 and 7.5. We are not responsible for statements or acts of third parties outside our control.

Riding at your own risk. Riding and driving carry inherent risks. You ride or drive at your own risk and are responsible for your own safety, for following the law, and for riding within your ability. We are not responsible for accidents or injuries caused by your or your passenger's carelessness or breach of these Terms.

Indemnity. You will indemnify and hold harmless GoWheelo, its directors, officers and employees from losses, liabilities, claims, costs and reasonable legal fees arising from: your breach of these Terms; your violation of law, including traffic laws; your negligence or misconduct; false information you provide; claims by third parties arising from your use of the Vehicle; or use by an unauthorised Rider. This does not apply to the extent the loss is caused by our own negligence or fraud.

No third party has rights under these Terms.

You may stop using the Platform at any time. Cancelling a Booking is governed by clause 7.

We may suspend or terminate your account or a Booking, with notice where practicable, if you breach these Terms, give false information, engage in fraud or illegal activity, fail to pay amounts due, pose a safety risk, repeatedly cancel or do not show up, or where required by law or authorities.

If we terminate for your breach, no refund of the rental charge is due for the unused period. If we terminate for reasons not caused by you, we refund the unused portion.

On termination, you must immediately return any Vehicle in your possession and pay all amounts due. Clauses that by their nature should survive (including 15, 17, 21, 23, 26 and 27) survive termination.

Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disasters, epidemics, war, terrorism, civil unrest, strikes (other than by our own workforce), government orders or restrictions, major road closures, or failure of utilities and telecommunications.

The affected party must notify the other as soon as reasonably practicable. If an event prevents us from providing the Vehicle, we will refund the amount paid for the unperformed part of the Booking (clause 7.5).

If you have a complaint, first write to support@gowheelo.com or call +91-8448444897. We will try to resolve it directly.

If you are not satisfied, contact our Grievance Officer, appointed under the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020:

We will acknowledge every consumer complaint within 48 hours and aim to resolve it within 30 days. For complaints about unlawful content on the Platform, we will acknowledge within 24 hours and aim to resolve within 15 days.

Your dissatisfaction with an outcome does not by itself mean a complaint was not addressed. You remain free to approach a consumer forum at any time.

These Terms are governed by the laws of India.

Consumer rights preserved. Nothing in this clause stops you from approaching a District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including in the place where you reside or work.

Amicable resolution. For other disputes, the parties will first try to resolve them through good-faith discussions for 30 days after one party gives written notice of the dispute.

Arbitration. If a dispute is not resolved under clause 27.3, it will be referred to arbitration under the Arbitration and Conciliation Act, 1996. The tribunal will be a sole arbitrator appointed by mutual agreement of the parties. If the parties do not agree within 30 days of a request for arbitration, the arbitrator will be appointed as the Act provides. The seat and venue are New Delhi, the language is English, and the award is final and binding.

Courts. Subject to clauses 27.2 and 27.4, the courts at New Delhi have exclusive jurisdiction, including for interim relief and enforcement of awards.

Entire agreement. These Terms, the Privacy Policy and the Listing and booking terms are the entire agreement between you and GoWheelo about the Services and supersede earlier understandings.

Severability. If any provision is held invalid or unenforceable, it will be limited to the minimum extent necessary and the rest remains in force.

No waiver. Failure to enforce a right is not a waiver of it.

Assignment. You may not assign or transfer your rights or obligations under these Terms. We may assign ours to an affiliate or successor.

Notices. We may give notices by email, SMS, WhatsApp, in-app message or on the Platform, using the details you provided. Notices to us go to support@gowheelo.com.

Language. The English version prevails over any translation.

No-shows and arrivals after the pickup time are treated as cancellations within 24 hours of pickup time. Refunds of the balance are made as per clause 7.6.

The late fee and its basis are shown on the Listing for each Vehicle before you book (clause 13.3). In addition to the late fee, the pro-rata rental for the extra time is payable.

There is no cap on repair cost. You pay the full assessed repair cost plus the daily rental for each day the Vehicle is off the road for repairs (clause 15.3), less any amount actually paid by the insurer (clause 15.3A).