Terms of Service

These terms are a contract between you and SVNIX Solutions Private Limited ("GoSarthik", "we"), Innov8, 3rd Floor, Orchid Centre, Rapid Metro Station, Sector 53, Gurugram, Haryana 122022, and govern the GoSarthik customer app, the GoSarthik Driver app and gosarthik.com (together, the "Platform"). You accept these terms and our Privacy Policy by ticking "I agree" in the app before logging in or signing up; we record the date and time of your acceptance. If you do not agree, do not use the Platform.

1. What GoSarthik is

GoSarthik is a technology platform — an intermediary within the meaning of the Information Technology Act, 2000 — that lets customers who need a driver for their own vehicle find and book independent driver partners. GoSarthik does not provide vehicles, is not a transport operator and does not itself provide driving services. The contract for the driving service is between the customer and the driver partner; GoSarthik is not a party to it. Driver partners are independent contractors, not employees, agents, partners or representatives of GoSarthik: they decide when to go online, which bookings to accept and how to drive. GoSarthik does not supervise or control a driver's conduct during a trip.

What our verification is — and is not. Before a driver partner can take bookings we check their driving licence, Aadhaar and PAN, review their selfie and introduction video, and verify two references. This is a document and identity check carried out in good faith on the information the driver gives us. It is not a police verification, a criminal-record check or a guarantee of anyone's character, honesty, skill or future conduct. You remain responsible for your own judgement and safety when you let any person drive your vehicle or when you drive for a customer.

2. Accounts and eligibility

• You must be 18 or older and give accurate, current details. One account per mobile number; accounts may not be shared or transferred.
• Keep your phone and OTPs private; you are responsible for all activity on your account. Tell us at once if you suspect misuse.
• We may ask for proof of identity at any time and may refuse or suspend access if it is not provided.
• Drivers must hold a valid driving licence issued at least two years ago and complete identity verification (documents, selfie, short video, references) before going online. Verification records are retained as described in the Privacy Policy.
• Driver declarations. By registering as a driver partner you declare that you have no conviction and no pending case for any offence involving violence, sexual misconduct, theft, fraud, drugs or drunk driving; that every document you submit is genuine and your own; and that you will tell us at once if any of this changes. You consent to our verifying your documents and references and, where we choose, to a background or police verification through an authorised agency. A false declaration is fraud and ends your account.
• Customer declarations. By booking you declare that you are the owner of the vehicle or authorised by the owner to have it driven, that it is registered, insured and roadworthy, and that the information you give about the trip and the passengers is true.

3. Licence and restrictions

We grant you a personal, limited, revocable, non-transferable licence to use the apps and website for booking or providing driver services. All rights in the Platform, its content, logos and the GoSarthik name (trademark applications filed) remain with GoSarthik and its licensors.

You may not: copy, modify, reverse-engineer or create derivative works of the Platform; scrape, crawl or extract data; access it by automated means or through unofficial clients; bypass security or rate limits; use it for any unlawful purpose or to build a competing service.

4. Bookings, fares and payment

• The fare shown before you confirm is the price for the package selected (hours/km/days); extra time or distance is charged at the published rates in the app. Night and one-way return charges, where applicable, are shown before booking. Prices may change for future bookings; the price shown at confirmation applies to that booking.
• Pay by cash to the driver, or online (UPI/card/wallet) through Razorpay, or from your GoSarthik wallet. For online payments GoSarthik collects the fare on behalf of the driver partner as their limited collection agent; payment to GoSarthik discharges your obligation to the driver. GoSarthik retains a service/commission fee from the fare.
• Charges are final once the trip is completed. Disputed charges must be raised through in-app support within 7 days.
• Wallet credits, referral credits and promotional credits have no cash value, are not withdrawable or transferable, may carry expiry dates and conditions shown in the app, and may be withdrawn by GoSarthik if obtained or used fraudulently or in breach of these terms.
• Weekly and monthly hires are paid online in advance; unserved days are refunded as described in the app.
• Invoices and GST: an invoice for each completed trip is available in the app (My Bookings) and can be downloaded as a PDF. Fares are inclusive of applicable taxes. For a business booking, save your company name and GSTIN under Account › GST details and switch on "Business booking" when booking; they are printed on that trip's invoice.
• The customer's vehicle must be roadworthy, insured and legally permitted to be driven by the driver. Fuel, tolls, parking and any fines arising from the vehicle's condition or documents are the customer's cost.

4A. Extra time (overtime)

• Your booked hours run from the moment the driver starts the trip with your OTP until the driver ends it in the app.
• If the trip lasts longer than the hours booked, the first 15 minutes are free. Every minute after that is charged. Example: on an 8-hour booking, 8 h 10 min costs nothing extra; 8 h 40 min is charged as 25 minutes; 9 h 20 min is charged as 1 hour 5 minutes.
• The rate is the extra-hour rate for your vehicle type in the app's rate card (the same rate used when you book more hours), charged per minute (the hourly rate ÷ 60), rounded to the nearest rupee.
• When the driver ends the trip, the app shows the extra time and the amount. It is added to your total and listed separately on your invoice (Booking fare + Extra time = Total). If you paid the booking online, the extra time is paid to the driver in cash or by UPI at the end of the trip.
• Please agree any extension with the driver. The driver may decline to continue beyond the booked hours. Extra time does not apply to weekly, monthly, daily or outstation hires, which follow their own terms in the app.
• Confirming the trip end: when the driver ends the trip, the app asks you to confirm the end and the total (booking fare plus any extra time). Tap Confirm, or Report a problem if something is wrong — the trip then stays open until our support team reviews it. If you do not respond within 30 minutes, the trip is completed automatically; you can still raise a dispute through support. This step does not apply to weekly and monthly hires, which are settled per duty day.
• If you think the extra time is wrong, raise it through in-app support within 7 days; we check it against the trip's start and end records.

5. Cancellations and refunds

• Customers may cancel before the trip starts from the app. Cancellation is free while we are finding a driver or the driver has only just accepted.
• Cancellation fee: once the driver has marked "On my way" in the Driver app (you receive a notification), a cancellation fee of ₹100 applies to compensate the driver for the journey. It is deducted from the refund of a prepaid booking; for cash bookings it is taken from your GoSarthik wallet if it has a balance, otherwise it is added to your next booking.
• Prepaid amounts for cancelled bookings (net of any cancellation fee) are refunded to the wallet at once or to the original payment method within 5–7 working days.
• Reschedule: you may move the pickup time from the app until the driver is on the way. A driver who has already accepted keeps the booking and is notified of the new time; the driver may cancel it if the new time does not suit them, in which case we look for another driver. The night charge is added or removed if the new time crosses 10 PM–6 AM. A prepaid booking whose night charge would change must be cancelled and booked again.
• Drivers who cancel after accepting, or do not show up, may be suspended.
• If no driver is found before the pickup time, the booking expires and any prepaid amount is refunded.

6. Conduct and safety

No intoxication, harassment, discrimination, unsafe driving, carrying unlawful goods, or misuse of personal data obtained through a booking (contact details may be used only for that booking). The driver may refuse an unsafe vehicle or trip; the customer may end a trip with an unsafe driver and report it. Either party may report an issue through in-app support; serious matters are reported to the authorities, and verification records may be shared with police or courts on lawful request.

6A. Damage, traffic fines, accidents and lost items

• Damage to the vehicle: check the vehicle with the driver at pickup and at drop. Report any damage you believe the driver caused through in-app support or to contact@gosarthik.com within 24 hours of the trip ending, with photos. We ask the driver for their account and review the trip record.
• Traffic fines (challans): fines for violations committed while the driver was driving (for example speeding or jumping a signal) are the driver's responsibility. Send us the challan within 7 days of receiving it. Fines arising from the vehicle itself (expired PUC, insurance or registration, missing documents) are the customer's.
• Recovery from the driver: where our review finds the driver responsible for damage or a fine, GoSarthik may deduct the verified amount (up to the actual repair cost or fine) from the driver partner's earnings and pay it to you, and may suspend the driver's account until it is settled. Beyond amounts recovered from the driver, GoSarthik does not pay compensation for damage, fines or accidents.
• Accidents: the driver must stop, help where safe, and stay to cooperate with the police and your insurer. Claims for the vehicle and third parties are made under the vehicle's own insurance, which the customer must keep valid.
• Lost or stolen items: GoSarthik does not insure personal belongings. Check the vehicle before and after the trip. Report theft to the police; we share the driver's verified identity and trip record with them on lawful request. Items found after a trip are returned through support where possible.

6B. Sexual misconduct and criminal activity — zero tolerance

• Sexual harassment, sexual assault, stalking, indecent behaviour, unwanted physical contact, sexual remarks or messages (including through in-app chat or calls), violence, threats, theft, carrying drugs, weapons or other illegal goods, and any other criminal act are strictly prohibited for drivers and customers alike.
• On a complaint, we may suspend the account at once while we look into it. Where misconduct is found, the account is permanently closed and the person may not use GoSarthik again.
• We report criminal acts to the police and cooperate fully with any investigation. On lawful request we share the person's identity, verification records (documents, selfies, video), trip details, location records and chat history. We may do so without notice to the person concerned.
• Such acts are offences under Indian law, including the Bharatiya Nyaya Sanhita, 2023, the Information Technology Act, 2000 and, where a child is involved, the POCSO Act, 2012. The person responsible is personally liable, civilly and criminally. GoSarthik is not a party to such acts and is not liable for them.
• In an emergency call 112 (police) or 1091 (women's helpline) first, then tell us through in-app support or at contact@gosarthik.com.

6C. Our role when something goes wrong between users

• Every booking is an arrangement between a customer and a driver partner, two independent adults. GoSarthik is not responsible or liable for the acts or omissions of any customer, driver partner or passenger — including fraud, theft, cheating, harassment, sexual misconduct, assault, violence, negligent or drunk driving, accidents, injury, death, or loss of or damage to property or money. The person who commits an act is personally and solely liable for it, criminally and civilly.
• GoSarthik does not act as anyone's employer, principal, agent, guarantor or insurer, and accepts no vicarious liability for users. Nothing in the Platform — ratings, badges such as "Trusted Driver", verification ticks, or the fact that we matched you — is a representation about a person's character or a promise of safety.
• What we do: we suspend or remove accounts on a credible report, keep verification and trip records, share them with the police and courts on lawful request (and report serious crimes ourselves), help the affected user with the information needed for a complaint or insurance claim, and review disputed charges. Our help is given in good faith and does not make us a party to the matter.
• You agree to raise any criminal matter with the police directly (112; women's helpline 1091) and to raise any claim arising from another user's conduct against that user, not against GoSarthik, except where the law does not allow this.
• Safety tools we recommend: check the driver's name and photo in the app match the person at pickup; share your trip through Family Safety; keep valuables with you; drivers should refuse trips that feel unsafe and report them.

7. Communications

By registering you agree to receive OTPs and transactional SMS, push notifications, calls and emails needed to run your bookings and account. Promotional messages are optional and can be switched off in the app or by replying as instructed; service messages cannot be opted out of while you have an account.

8. Your content

Ratings, reviews, chat messages, support tickets and photos you submit remain yours, but you give GoSarthik a worldwide, royalty-free licence to store, display and use them to operate and improve the Platform (for example, showing a driver's rating to customers). You confirm your content is lawful and does not infringe others' rights; we may remove content that breaks these terms.

9. Third-party services

The Platform uses services from third parties — payment processing (Razorpay), maps, SMS, push notifications and app stores. Their terms apply to their services; GoSarthik is not responsible for them. Apple and Google are not party to these terms but may enforce them as third-party beneficiaries in respect of the apps distributed through their stores. Your mobile data and device are your responsibility.

10. Disclaimer

The Platform is provided "as is". We do not warrant that it will be uninterrupted or error-free, or that a driver will always be available. Driver partners are independent; GoSarthik does not guarantee their punctuality, conduct, honesty or driving quality beyond the identity and document checks described in section 1 and the Privacy Policy. GoSarthik is not liable for any loss caused by another user's fraud, crime or negligence (section 6C). Nothing in this section limits rights you have under the Consumer Protection Act, 2019 that cannot be excluded.

11. Liability and indemnity

• Drivers are responsible for their driving and conduct; customers are responsible for their vehicle, its insurance and their own conduct. To the extent permitted by law, GoSarthik's total liability to you for anything connected with a booking is limited to the platform service fee (commission) GoSarthik earned on that booking, and GoSarthik is not liable for indirect, consequential, punitive or exemplary loss, loss of profit, or any loss caused by another user. Nothing limits liability for GoSarthik's own fraud, for death or personal injury caused by GoSarthik's own negligence, or where the law does not allow limitation.
• You agree to indemnify and hold harmless GoSarthik, SVNIX Solutions Private Limited, its directors, employees and agents against all claims, demands, losses, penalties and costs (including reasonable legal fees) arising from your breach of these terms, your use of the Platform, your conduct towards another user or third party, your content, a false declaration under section 2, your vehicle or your driving, or your violation of law or of a third party's rights. If GoSarthik is named in any complaint, case or claim because of your conduct, you will bear its defence and any amount awarded.

12. Driver partners

Driver partners additionally accept the Driver Partner Agreement in the Driver app, which covers independent-contractor status, commission and settlement, attendance, documents, conduct and criminal-record declarations, liability and indemnity, insurance and termination. Where these terms and that agreement conflict, the agreement prevails for driver partners.

13. Suspension and termination

We may suspend or close accounts that break these terms, fail verification, or are used fraudulently, with notice where practicable. You may delete your account at any time from the app; sections 3, 8, 10, 11 and 14 survive termination.

14. Governing law and disputes

These terms are governed by Indian law. Please raise any dispute with our Grievance Officer first (section 16); most issues are resolved there. Disputes not resolved within 30 days may be referred by either party to arbitration by a sole arbitrator seated in Gurugram under the Arbitration and Conciliation Act, 1996, in English; consumers keep the right to approach the consumer forums under the Consumer Protection Act, 2019. Subject to the above, courts at Gurugram, Haryana have jurisdiction.

15. Changes, notices and general

• We may update these terms; material changes are notified in the app or by SMS/email before they take effect, and continued use after that date is acceptance. The date at the top shows the current version.
• Notices to you may be given in the app, by SMS or email to your registered details; notices to us go to the address in section 16.
• You may not assign your account or these terms; we may assign them to an affiliate or successor. If any part is unenforceable the rest remains in force. These terms, the Privacy Policy and (for drivers) the Driver Partner Agreement are the entire agreement between us.
• Requests from police, courts or regulators for user data are handled as described in the Privacy Policy; we comply with lawful requests and keep driver verification records for that purpose.

16. Grievance Officer

Grievance Officer, SVNIX Solutions Private Limited — Innov8, 3rd Floor, Orchid Centre, Rapid Metro Station, Sector 53, Gurugram, Haryana 122022 · contact@gosarthik.com · +91 88008 97727. Complaints are acknowledged within 48 hours and resolved within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021.