TERMS & CONDITIONS
Last updated: [14-11-2025]
Welcome to Hello Driver. By registering or using the Hello Driver mobile application (“App”), the user (“Customer” or “Driver”) agrees to the following Terms & Conditions.
1. Role of Hello Driver
Hello Driver is a technology platform that connects Customers with independent Drivers for driving services.
1.1 What the Hello Driver App is responsible for
- Providing a platform to connect customers and drivers.
- Verifying the basic profile and documents submitted by drivers.
- Providing booking management, including scheduling, navigation, and communication features.
- Processing customer’s booking fee payments through secure third-party payment partners.
- Providing customer support for app-related issues and booking queries.
- Offering safety guidelines and communication tools between customer and driver.
1.2 What the Hello Driver App is not responsible for
- The actual driving service, behaviour, punctuality, quality or any actions of the driver.
- Any damage to vehicle, accident, loss, theft, or personal injury during the trip.
- Personal agreements or negotiations made outside the app.
- Vehicle condition, insurance coverage, or roadworthiness of the customer’s vehicle.
- Any dispute between Customer and Driver regarding payment made outside the app.
- Items left behind in the vehicle.
- Delays caused due to traffic, weather, breakdown, police checks, or other external factors.
Hello Driver is not an employer, not an agent, and not a transport service provider.
2. Booking Rules
- Customers must provide accurate pickup location, time, and vehicle details.
- Booking types may include Instant, Scheduled, Local or Outstation depending on app availability.
- Drivers have the right to accept or reject a booking request.
- The customer must ensure the vehicle is in good working condition before the driver starts the duty.
- Any change in route, timing, or additional stops must be informed to the driver.
- Waiting charges, night charges, outstation allowances, additional hours or toll/parking charges may apply as per app policy.
3. Cancellation Rules
3.1 Customer Cancellations
- Free cancellation within 5 minutes (for instant bookings) or 60 minutes before pickup (for scheduled bookings).
- Cancellation after driver accepts = cancellation fee applies.
- If the driver has arrived at pickup, higher cancellation fee + possible waiting charges.
- No Show (customer not reachable or not present after 10 minutes) = penalty.
- No fee if the driver is very late, unsafe, rude, asks extra money, or requests customers to cancel.
- Frequent cancellations may lead to warnings or account suspension.
3.2 Driver Cancellations
- Drivers may cancel for valid reasons (vehicle mismatch, emergency, breakdown, unsafe customer behaviour).
- Frequent or unjustified cancellations = penalties, lower booking priority, or suspension.
- Cancelling after reaching pickup without valid reason = penalty.
- Driver No Show (not moving, going offline, not answering) = strict action.
- No penalty if the customer is unsafe, rude, asks for illegal/unsafe driving, or requests off-app payments.
3.3 Auto-Cancellation
- Booking may auto-cancel if the driver/customer is unreachable, inactive, late for long, or due to payment failure.
4. Safety Guidelines
For the safety of both Customer and Driver:
Customer Safety:
- Ensure vehicle insurance, documents, and basic safety tools (spare tyre, lights, brakes) are available.
- Avoid unsafe requests such as overspeeding or illegal routes.
- Be respectful and avoid any harassment, intoxication, or abusive behaviour.
Driver Safety:
- Drivers must follow traffic rules and avoid dangerous/rash driving.
- No alcohol, drugs, or misconduct during duty.
- Report any suspicious or unsafe customer behavior.
Hello Driver may block any user violating safety norms.
5. Platform Liability Limits
- Hello Driver is not liable for:
- accidents
- personal injuries
- property damage
- loss of valuables
- breakdown delays
- disputes between customer and driver
- accidents
The Customer’s own vehicle insurance applies in case of accidents.
Drivers are responsible for driving responsibly and following local laws.
Hello Driver’s total liability, if any, will never exceed the service fee paid to the platform.
6. Payment Policies
- Customer’s booking fee payments are processed via approved payment partners.
- Upon completion of each trip, the Customer is responsible for paying the Driver directly using cash or UPI or any other payment method. Hello Driver does not facilitate, process, or intervene in the payment transaction
- Driver allowances or wages are calculated upfront based on factors such as distance, location, vehicle type, date, time, duration, and trip type. Accommodation and food expenses are not covered by Hello Driver and are not included in the estimated fare. Charges like night allowance, outstation allowance, waiting charges, and food allowance (if applicable) will be shown before you confirm the booking
- Hello Driver may deduct platform fees, penalties, or adjustments as per policy.
- If a driver is not found for the booking, the booking fee paid by the customer will be fully refunded.
- Offline or cash transactions done outside the app are not the responsibility of Hello Driver.
7. Misuse of the App
Users must not:
- Create fake accounts or submit false documents
- Harass, threaten, or abuse drivers/customers
- Use the platform for illegal or unauthorized activities
- Manipulate pricing, ratings, or booking system
- Make private arrangements to avoid app charges
- Attempt to hack, reverse-engineer, or misuse app features
Violation will result in immediate suspension or legal action.
8. Account Suspension & Termination
Hello Driver may suspend or terminate accounts for:
- Fraudulent activity
- Repeated cancellations
- Low ratings due to misconduct
- Safety complaints
- Misuse of platform
- Violating app terms or applicable laws
Suspension may be temporary or permanent depending on severity.
9. Amendments
Hello Driver reserves the right to update these Terms & Conditions at any time. Continued use of the app means acceptance of the updated terms.
10. Governing Law
All disputes are subject to the jurisdiction of Tamil Nadu, India.
