Terms of Service

Raahi is an online marketplace that connects a person who wants to send a parcel between Indian cities (a Sender) with a verified traveller already making that journey who agrees to carry it (a Carrier or राही). These Terms govern your use of the Raahi website and app (the Platform), operated by [Company legal name] (“Raahi”, “we”, “us”, “our”).

By creating an account or using the Platform, you agree to these Terms. If you do not agree, do not use Raahi.

1. What Raahi is — and is not

• Raahi is a technology intermediary / marketplace under the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020. We connect Senders and Carriers.
• Raahi is not a courier, logistics company, or common carrier. We do not ourselves transport, take custody of, or take title to any parcel.
• Carriers are independent individuals, not our employees or agents. Raahi does not control how, when, or by what means a Carrier travels.
• Raahi does not hold your funds. During the pilot the Sender pays the Carrier directly on delivery; when online payments are enabled they are processed by a licensed third-party payment gateway (see Section 8).

2. Eligibility

• You must be at least 18 years old and legally able to enter a contract in India.
• You must complete identity verification (see Section 4) before you can send or carry.
• You must provide accurate, current information and keep your account secure. You are responsible for activity under your account.

3. The service

• Senders post a parcel (route, item type, declared contents, weight, value). Carriers post trips and accept parcels on their route.
• On acceptance, a pickup code and a delivery code are generated. Payment is made on delivery (see Section 8).
• The parcel is handed over against the pickup code, tracked, and delivered against the delivery code. The Carrier is paid only after the delivery code is confirmed.

4. Identity verification (KYC)

• During the pilot, verification is a government-ID and selfie check reviewed by the Raahi team. As we scale it moves to a licensed third-party KYC provider (DigiLocker / Aadhaar). In all cases Raahi stores a verification result and a masked ID (last 4 digits) — not your full Aadhaar number.
• You consent to this verification and confirm the documents are genuinely yours. Providing false identity information is grounds for immediate termination and may be reported to authorities.

5. Sender responsibilities

• Declare contents accurately and in full. You must list every item and its approximate value.
• Send only permitted items (Section 7). You must not include any Prohibited Item.
• Allow inspection. You must let the Carrier visually inspect the parcel before it is handed over (the Open Box step). If you refuse, the Carrier may decline without penalty to them.
• Package the parcel securely and truthfully. Do not conceal or misrepresent the contents.
• You are legally responsible for the contents you send.

6. Carrier responsibilities

• You carry voluntarily and at your own discretion, as an independent person, on a journey you were already making.
• Inspect before you accept/carry. You are entitled to open and inspect the parcel; if anything looks undeclared, prohibited, or unsafe, refuse it — you will not be penalised for refusing.
• Never carry Prohibited Items or anything not matching the Sender's declaration.
• Keep the parcel secure in transit. Comply with the rules of your mode of travel (airline, railway, bus, road).
• Taxes: your earnings are your own income; you are responsible for your own tax obligations.

7. Prohibited items

You must not send or carry, and Raahi does not permit, any of the following:

• Illegal drugs, narcotics, or psychotropic substances (including anything under the NDPS Act).
• Cash, currency, bullion, jewellery, or high-value valuables.
• Weapons, firearms, ammunition, explosives, or their parts, in any quantity.
• Flammable, corrosive, radioactive, toxic, or otherwise hazardous materials.
• Live animals; human remains; biological or medical waste.
• Prescription medicines without a valid prescription; controlled substances.
• Counterfeit, stolen, or smuggled goods; anything infringing intellectual property.
• Obscene, offensive, or otherwise unlawful material.
• Any item restricted or prohibited by law, or by the applicable airline/railway/bus/road rules.

Perishable food is permitted only within the categories and packaging Raahi specifies at the time of the launch wedge.

8. Payments and commission

• The price is shown to the Sender before booking, split into the Carrier's fee and Raahi's platform commission.
• During the current pilot: the Sender pays the Carrier's fee directly on delivery (for example, in cash), only after the delivery code is confirmed. Raahi's commission is payable to Raahi separately.
• When online payments are enabled: the Sender pays through a licensed third-party payment gateway. Raahi retains only its own commission and the Carrier's share is paid out on confirmed delivery. Raahi does not hold user funds beyond its own fees.
• Applicable GST and gateway charges may apply. Carriers are responsible for their own income tax.

9. Insurance

• Raahi does not currently provide parcel insurance. We may add third-party parcel cover in future; if and when it is offered, its cap, terms, exclusions, and claims process will be shown at the time of booking. Any such cover would not apply to Prohibited Items or undeclared contents.

10. Cancellations, disputes and refunds

• A Sender or Carrier may cancel before pickup, subject to the cancellation rules shown in-app.
• If a delivery fails, is lost, or is damaged, either party may raise a dispute in the app. Raahi will review the declared contents, tracking, codes, and evidence, and facilitate a resolution between the parties (including any refund of amounts paid, and a claim under parcel cover if such cover is offered at the time).
• Raahi's role in disputes is that of a facilitator between the parties.

11. Ratings and conduct

• After delivery, both parties may rate each other. Ratings must be honest. Harassment, fraud, or abuse of the Platform is prohibited and may lead to suspension.

12. Liability and indemnity

• The Platform is provided on an "as is" basis. To the maximum extent permitted by law, Raahi is not liable for the acts or omissions of Senders or Carriers, for the contents of parcels, or for indirect or consequential loss.
• Raahi's total liability, where established, is limited to the platform commission actually paid to Raahi for the relevant transaction.
• You indemnify Raahi against claims arising from your breach of these Terms, your parcel contents, or your conduct — including any carriage of illegal or undeclared goods.

13. Suspension and termination

• We may suspend or terminate accounts that breach these Terms, provide false information, or misuse the Platform, and may report unlawful activity to authorities.

14. Governing law and disputes

• These Terms are governed by the laws of India. Courts at [City, e.g. Bengaluru] have jurisdiction, subject to any agreed arbitration/mediation and to your rights under the Consumer Protection Act, 2019.

15. Changes and contact

• We may update these Terms; material changes will be notified in-app. Continued use means acceptance.
• Questions: hello@umsang.com. Grievance Officer details are in our Privacy Policy.