Parcelia terms and conditions

1. Structure of these Terms

These Terms comprise the following parts, each of which applies to you to the extent described:

• Part A — general use of the Parcelia platform: licence, restrictions, ownership and payment.
• Part B — the delivery relationship between the Customer and the Delivery Partner.
• Part C — operational terms: booking, collection, delivery, cash on delivery, cancellation, claims and charges.
• Part D — site terms, which apply to anyone browsing parcelia.in whether or not a booking is placed.
• Part E — general terms: charges, data, confidentiality, term and termination.
• Part F — special conditions applicable to Delivery Partners.
• Schedule I — excluded and prohibited items. Schedule II — pricing and billing mandate. Schedule III — applicable contracts.

2. Acceptance of the Terms

• Your use of the site and the applications is express confirmation that you accept these Terms.
• Only acceptance of these Terms gives you access to the Parcelia platform. They must be accepted in full, without deletion, modification or amendment.
• No special condition or general condition issued by a Customer or a Delivery Partner prevails over these Terms unless Parcelia has agreed to it in writing.
• You must be at least 18 years of age and legally capable of entering into a binding contract under the Indian Contract Act, 1872.

3. Amendments to the Terms

Parcelia may amend these Terms at any time, in particular as the features of the platform or the rules of its operation evolve. An amendment takes effect when the amended version is published on the site, and it is presumed that a member has read and accepted it before continuing to use the platform. If you object to an amendment, stop using the platform.

An amendment made after you have paid for a booking does not apply to that booking. Where an amendment changes how the site or applications are accessed or used, Parcelia will notify you by push notification or at the email address on your account.

4. Definitions

• “Account” — the user account created on registration in order to use the platform.
• “Applications” or “App” — the Parcelia customer, rider and business applications for Android and iOS, and the website parcelia.in.
• “Booking” — a request placed through the platform for the collection and delivery of Goods.
• “Collection Address” — the pickup address stated on the Booking.
• “Delivery Address” — each drop address stated on the Booking, including every additional stop.
• “Delivery Partner” — the independent rider, driver or transport operator registered on the platform who performs the delivery.
• “Excluded Items” and “Prohibited Items” — the items listed in Schedule I.
• “Force Majeure Event” — any circumstance outside a party’s reasonable control, including acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic; civil disturbance, strike or bandh; nuclear, chemical or biological contamination; fire, explosion or collapse of buildings; an accident that prevents the Delivery Partner from completing the delivery; or the interruption or failure of a utility or telecommunications network.
• “Goods” — the item or items that are the subject of a Booking, other than Excluded and Prohibited Items.
• “Member” — a Customer or a Delivery Partner.
• “Service Fee” — the fare quoted for a Booking, including every charge listed in Clause 20.
• “Site” — parcelia.in.
• “Territory” — India, and within India the cities in which Parcelia takes Bookings, as shown in the app at the time of booking.
• “Waybill” — the unique reference issued for each Booking, in the form PL-XXXXX.

Part A — 5. Licence and restrictions

Subject to your compliance with these Terms, Parcelia grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the platform on a device you own or control, solely for the purpose of placing or fulfilling Bookings.

You may view, print and download extracts from the site for your own use, provided that:

• no document or graphic on the site is modified in any way;
• graphics are not used separately from the text they accompany;
• the Parcelia copyright notice and this permission notice appear on every copy;
• you do not place the site inside a frame, border or other browser environment of your own;
• you do not imply that Parcelia endorses any product or service other than its own; and
• you do not link to the site from a site you do not own or control.

No licence is granted to resell the platform, to reverse engineer it, to create derivative works from it, or to use any data mining, robot or similar extraction tool on it.

Part A — 6. Ownership and third-party content

The platform, the Parcelia name and mark, the Waybill format, the rating and dispatch systems, and all associated intellectual property remain the property of Parcelia or its licensors. Nothing in these Terms transfers any right in them to you.

The platform may make third-party services and content available — maps, payment gateways, messaging providers, insurers. That content is governed by the third party’s own terms, and Parcelia is not responsible for it.

Parcelia will take reasonable steps to protect the parcelia.in domain and its brand, and may act against any registration, use or reference that is likely to mislead a Member.

Part A — 7. Accounts, conduct and messaging

You must register an Account to use the platform, keep the information on it accurate and current, and keep your credentials confidential. You are responsible for all activity on your Account.

You agree not to cause nuisance, annoyance, damage or harm to a Delivery Partner, a recipient or any third party, and to comply with all applicable law when using the service.

By providing a mobile number you consent to receive transactional SMS, WhatsApp and push messages relating to your Bookings, including OTPs, tracking links and delivery confirmations. Marketing messages can be switched off at any time from the app or by writing to parceliasupport@gmail.com.

You are responsible for the data charges, device and network access needed to use the platform. Parcelia does not guarantee that the platform will work on any particular device or network.

Part A — 8. Disclaimer

The platform is provided on an “as is” and “as available” basis. Parcelia expressly disclaims all warranties of merchantability, fitness for a particular purpose and non-infringement, and does not guarantee the availability or uptime of the platform.

Parcelia does not guarantee the quality, suitability, safety or ability of any Delivery Partner, and does not warrant that a Booking will be accepted, collected or delivered within any estimated time. Estimated times shown in the app are indicative.

You bear the entire risk arising out of your use of the platform and of any service obtained through it.

Part A — 9. Limitation of liability and indemnity

Parcelia is not liable for indirect, incidental, special, punitive or consequential loss, including loss of profit, loss of data, personal injury or property damage arising out of your use of the platform, even if Parcelia has been advised of the possibility of that loss.

Parcelia’s aggregate liability to a Customer in respect of any Booking is limited to the Service Fee paid for that Booking, save for loss of or damage to the Goods, which is governed by Clause 22 (Declared value and security charge).

Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be limited under applicable law.

You agree to indemnify and hold Parcelia, its affiliates, officers and employees harmless from any claim, demand, loss or expense (including reasonable legal fees) arising out of your breach of these Terms, your violation of any law, or your use of the platform, including:

• the sum of all fees denied, refused or charged back on your Bookings;
• any amount reimbursable by Parcelia to a payment gateway or acquiring bank as a result of your act or omission; and
• any penalty levied on Parcelia by an authority as a result of Goods you tendered.

Part A — 10. Force majeure

No party is in breach of these Terms, or liable for any delay in performing or failure to perform its obligations, if that delay or failure results from a Force Majeure Event. The affected party must notify the others as soon as reasonably possible and use reasonable endeavours to resume performance.

Part B — 11. Formation of the delivery contract

The service Parcelia offers is that of connecting a Customer with a Delivery Partner. The contract of carriage is formed directly between the Customer and the Delivery Partner when the Delivery Partner accepts a Booking. Parcelia is not a party to that contract.

In using the platform the Customer relies on the following, and Parcelia takes reasonable steps to support it:

• Delivery Partners available on the platform have been onboarded, identity-verified and briefed on how to collect and deliver Goods;
• the Delivery Partner holds the driving licence, registration and insurance required for the vehicle used; and
• the platform is accessible only online, through the site and the applications.

Part B — 12. Liability of the Delivery Partner

The Delivery Partner is liable to the Customer for loss of or damage to the Goods occurring between collection and delivery, subject to Schedule I and to the limits set out in these Terms and in the Refund and Cancellation Policy.

The Delivery Partner is not liable where the loss or damage results from inadequate packaging, an inherent defect in the Goods, an incorrect address or contact number supplied by the Customer, a Force Majeure Event, or the recipient’s refusal to accept the Goods.

Nothing in these Terms limits or excludes the liability of Parcelia or a Delivery Partner for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

Part C — 13. Placing a Booking

When placing a Booking the Customer must state the collection address, each delivery address in the order the stops are to be made, the nature and weight of the Goods, and a contactable number for the sender and each recipient.

The Customer represents and warrants to the Delivery Partner that the Customer shall:

• use the service only for lawful purposes;
• not tender any item listed in Schedule I;
• hold the right to send the Goods and have paid any duty or tax due on them;
• describe the Goods accurately, including weight and dimensions; and
• package the Goods adequately for transport by the vehicle class selected.

The Service Fee is quoted in the app before the Booking is confirmed and includes the base fare, distance, any additional-stop charge, the parcel-value security charge, and — for Business accounts only — GST.

Part C — 14. Multi-stop Bookings

A Booking may include more than one delivery address. Where it does:

• the route is run in the order the stops are listed, and the fare is computed over the full multi-leg distance;
• an additional-stop charge applies to each stop after the first, and is shown in the fare breakdown before the Booking is confirmed;
• each stop is closed by its own OTP, and proof of delivery is captured separately for each; and
• if a recipient is unavailable and the Customer chose at booking to have the parcel returned, the Delivery Partner brings those Goods back to the Collection Address and the return trip is charged under Clause 20.

Part C — 15. Acceptance, collection and packaging

A Booking is accepted when a Delivery Partner is assigned in the app and the Customer is shown the Delivery Partner’s name, photo, vehicle and last reported location.

The Goods must be ready at the Collection Address at the stated time, packaged so they withstand normal handling and the vibration of the vehicle class chosen, and labelled with the recipient’s name and address.

The Delivery Partner may contact the Customer or the sender by telephone after accepting the Booking, and may inspect the outside of a package before accepting it.

Part C — 16. Delivery and proof of delivery

Delivery is completed when the Delivery Partner has photographed the Goods at the relevant Delivery Address and the recipient confirms receipt using the four-digit OTP shown to the Customer in the app.

The OTP is proof of delivery. Sharing the OTP with anyone other than the recipient is at the Customer’s risk, and a delivery closed with a validly supplied OTP is treated as delivered.

Parcelia captures a photograph at collection and at each drop, retains the electronic proof of delivery for each Booking, and makes it available in the order history and by email on request.

Part C — 17. Electronic consignment note

Where a consignment note is required for a Booking, the Customer authorises Parcelia to issue, sign and register it electronically on its behalf. That authorisation includes the ability for Parcelia to:

• electronically sign, and where permitted by law modify, the consignment note and register it with the relevant authority;
• transmit the electronic record to the recipient and to relevant third parties; and
• store and produce the electronic consignment note as proof of carriage.

The Customer is responsible for the accuracy of the data supplied for the consignment note and accepts the digital format as equivalent to a paper note.

Part C — 18. Cash on delivery

Parcelia does not collect the value of goods on the Customer’s behalf. Where the Customer chooses to pay the Service Fee in cash, the Delivery Partner collects exactly the quoted fare at delivery and nothing more; no other money is collected from the recipient.

Where a Delivery Partner holds cash that belongs to Parcelia from an earlier Booking, the Delivery Partner must settle it by topping up the rider wallet in the app. A rider wallet below the limit shown in the app suspends platform access until it is settled; unsettled amounts may be recovered through all available legal remedies.

Part C — 19. Cancellation

The Customer may cancel a Booking at no cost at any time before a Delivery Partner has been assigned.

Once a Delivery Partner has been assigned, a cancellation charge of ₹25 applies, except where the Customer cancels because the Delivery Partner could not be contacted, asked the Customer to cancel, or asked for extra money. A Service Fee paid online or from the Parcelia wallet, less any charge, is refunded to the Parcelia wallet immediately; on a cash Booking the charge is taken from the Parcelia wallet.

Once the Goods have been collected, a Booking can only be changed by contacting Parcelia support. If the Customer cancels after collection, the Delivery Partner returns the Goods to the Collection Address and the return leg is charged as an additional waypoint.

A Delivery Partner may cancel a Booking only where:

• the Goods differ from the description given in the Booking;
• the Goods are larger than the dimensions stated;
• the Goods are unpackaged or insufficiently packaged;
• the Goods are not labelled correctly;
• the Goods contain Excluded or Prohibited Items; or
• the delivery cannot be performed without speaking to the Customer, sender or recipient and none of them can be reached on the numbers supplied.

A cancellation by the Delivery Partner on any of those grounds is treated as a cancellation by the Customer, and the cancellation charge is billed to the Customer.

Full detail of the cancellation and refund mechanics is set out in the Refund and Cancellation Policy, which forms part of these Terms.

Part C — 20. Surcharges and additional charges

The Service Fee is computed before the Booking is confirmed and is paid in full — in advance online or from the Parcelia wallet, or in cash at delivery. It is made up of:

• the base fare and per-kilometre rate of the vehicle class selected, over the route distance, adjusted by the fare multiplier and minimum fare of the pickup zone;
• ₹25 for each Delivery Address after the first;
• a security charge of 2% of the declared value of the Goods, rounded up to the next rupee (Clause 22); and
• for Business accounts, GST at 18%.

There are no waiting, parking, night or failed-delivery surcharges, and nothing is added to the Service Fee at the door.

Return trip: where the Customer chose at booking to have the parcel returned if the recipient is unavailable, and the Goods are brought back to the Collection Address, the return trip is charged. Parcelia collects it as agent for the Delivery Partner.

Fee transparency: the Service Fee varies with the route, the vehicle class, the pickup zone, the number of stops and the declared value, and is shown in full before the Booking is confirmed. Parcelia does not engage in differential pricing based on a Customer’s device, location history or past purchase behaviour.

Part C — 21. Loss, damage and claims

The Customer must notify Parcelia in writing of any loss of or damage to the Goods within 72 hours of placing the Booking. Claims are submitted to parceliasupport@gmail.com.

Where the recipient has recorded no reservation at the time of delivery, it is for the Customer to prove that the damage occurred during carriage.

Any additional information requested to substantiate a claim must be provided within 21 days of the request, failing which Parcelia may close the claim.

The damaged Goods and all their packaging must be kept, in the state in which they were delivered and at the Delivery Address, until the claim is concluded, as photographs or an inspection may be required. Moving the Goods may cause further damage and make the original damage impossible to assess.

To be processed, a claim must be supported by an invoice which is:

• a valid original bill or invoice issued by the sender or an authorised vendor;
• complete, showing description, quantity, unit price and total;
• legible and unaltered — handwritten changes make an invoice ineligible;
• consistent with the description of the Goods and their declared value at the time of booking; and
• itemised, where more than one item is claimed.

For electrical items, serial or IMEI numbers are required. A claim for lost Goods is processed once searches have concluded within a reasonable time. Parcelia accepts no liability for perishable Goods that spoil more than three hours after collection.

No claim is admitted unless proceedings are commenced within 15 days of the date of delivery or of the claim decision.

Part C — 22. Declared value and security charge

The Customer must declare the true value of the Goods at the time of booking. The maximum declared value is ₹5,000, and Goods worth more than that must not be booked.

A security charge of 2% of the declared value, rounded up to the next rupee, is included in the Service Fee.

Liability for loss of or damage to the Goods is limited to the declared value, subject to Schedule I and to the claim conditions in Clause 21.

Part C — 23. Same-day and end-of-day deliveries

For perishable Goods, the Customer must select a vehicle and service level appropriate to the shelf life of the Goods, and Parcelia accepts no liability for spoilage beyond the window stated in Clause 21.

For medical supplies and pharmaceuticals, the Customer is responsible for cold-chain packaging, for any licence required to move the item, and for confirming that the item is not a controlled substance.

Packaging remains the Customer’s responsibility in every case, including insulation, sealing and leak protection.

By placing a same-day Booking the Customer acknowledges that delivery windows are estimates, and that traffic, weather and civic conditions may extend them.

Part D — 24. Site terms and access

The platform is accessible online through the site and the applications. Parcelia may suspend or withdraw access, in whole or in part, without notice where:

• Parcelia finds evidence of, or suspects, fraud on the part of a Member;
• Parcelia finds a pattern of losses or claims in respect of Goods;
• Parcelia considers a Member’s behaviour to be damaging to its brand or to the safety of other Members; or
• the Member is in breach of these Terms.

In accessing the platform you represent and warrant that you will not host, display, upload, modify, transmit or share any content that belongs to another person and to which you hold no right, that is defamatory, obscene, harmful to a minor or unlawful, or that is misleading or harasses another person.

You will not use any device or software, other than that provided by Parcelia, which affects or attempts to affect the proper operation of the platform, which markets the platform or access to it, or which limits or attempts to limit another Member’s access to it. You may not misuse the technology, including by hacking.

Part E — 25. Charges and payment

Charges are payable in Indian rupees by the method chosen at booking: in advance through Razorpay (UPI, cards, net banking and wallets), in advance from the Parcelia wallet balance, or in cash to the Delivery Partner at delivery. The fare is fixed when the Booking is made, whichever method is used.

Card and UPI payments are processed by a payment gateway. Parcelia does not store card numbers; where a card is saved for future use, it is tokenised by the gateway in accordance with Reserve Bank of India requirements.

Parcelia issues a tax invoice for each Booking in the order history. Business accounts pay in the same ways as every other Customer.

Where a payment is denied, refused or charged back, Parcelia may suspend the Account until the amount outstanding is settled.

Part E — 26. Personal data and confidentiality

Personal data is handled in accordance with the Parcelia Privacy Policy, which forms part of these Terms.

Each party keeps confidential the information it receives from the other in connection with a Booking, including:

• the name and address of the Customer;
• the name and address of the sender, where different from the Customer; and
• any information relating to the Goods delivered.

A Delivery Partner must not retain, copy or use a Customer’s or recipient’s contact details for any purpose other than completing the Booking.

Part E — 27. Term, suspension and termination

These Terms apply for as long as you hold an Account. Without affecting any other right or remedy, a party may terminate these Terms:

• where the Customer fails to pay for a delivery;
• where a Member uses the platform in a way that contravenes these Terms; or
• on notice, where the Member simply wishes to stop using the platform.

On termination, accrued rights and liabilities survive, amounts outstanding fall due immediately, and the clauses which by their nature should survive — liability, indemnity, confidentiality, governing law — remain in force.

Part E — 28. Independence of the parties

Each party acts on its own behalf. Nothing in these Terms creates a partnership, joint venture, agency or employment relationship between Parcelia and any Delivery Partner or Customer.

The independence of the Delivery Partner is reflected in the fact that the Delivery Partner chooses when to log in, is free to accept or decline any Booking, supplies their own vehicle, and may work on other platforms.

Part E — 29. Assignment, third parties and entire agreement

You may not assign or transfer your rights under these Terms without Parcelia’s written consent. Parcelia may assign these Terms to an affiliate or in connection with a merger, reorganisation or sale of its business.

A person who is not a party to these Terms has no right to enforce any of them.

These Terms, together with the Privacy Policy, the Refund and Cancellation Policy and the Disclaimers and Dispute Resolution page, form the entire agreement between you and Parcelia and supersede any prior arrangement on the same subject. Nothing here affects a consumer’s statutory rights under the Consumer Protection Act, 2019.

Part F — 30. Special conditions for Delivery Partners

This Part applies to Delivery Partners in addition to Parts A to E, and is binding on the Delivery Partner from the moment the rider application is first used.

Eligibility and registration. The Delivery Partner must be at least 18 years old, hold a valid driving licence for the vehicle class used, hold a PAN and an Aadhaar or equivalent identity document, hold valid vehicle registration and third-party insurance, and complete identity verification: Aadhaar and PAN are verified before the Account is approved, and a selfie taken in the rider application is reviewed by Parcelia staff.

Account obligations. The Delivery Partner keeps the Account details accurate, does not allow another person to use the Account, and notifies Parcelia immediately if a document lapses.

Vehicle. The Delivery Partner chooses the vehicle used, which must comply with the Motor Vehicles Act, 1988, be roadworthy, be in good visual and operating condition, and match the vehicle class declared on the Account.

Renewal of evidence. Parcelia may require licence, registration, insurance and pollution documents to be re-verified twice a year, and may suspend the Account until they are supplied.

Fees and invoicing. Earnings accrue per completed Booking to the rider wallet, are visible in the rider application, and are paid out when the Delivery Partner requests a withdrawal there and Parcelia settles it. Parcelia raises invoices on the Delivery Partner’s behalf under the billing mandate in Schedule II. The Delivery Partner is responsible for their own income tax and GST obligations.

Conduct and penalties. Parcelia may warn, temporarily suspend, or permanently remove a Delivery Partner from the platform for:

• violations of Parcelia’s operational rules and safety policies;
• repeated late deliveries indicating a pattern of service delay;
• consistently low customer ratings;
• a high rate of order cancellation causing service disruption;
• an unusual volume or pattern of withdrawals suggesting fraud; or
• failure to settle cash held under Clause 18.

Termination. Parcelia may terminate for material breach, for loss of a required licence or registration, or on the insolvency of the Delivery Partner. The Delivery Partner may terminate at any time by ceasing to use the rider application and settling any amount outstanding.

31. Grievance officer

In accordance with the Information Technology Act, 2000 and the rules made under it, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020:

• Email: parceliasupport@gmail.com
• Timings: complaints are acknowledged within 48 hours of receipt and redressed within one month of receipt.

Claims of copyright infringement should be sent to the Grievance Officer at the email above.

32. Governing law and dispute resolution

These Terms are governed by the laws of India. The courts at Bengaluru have exclusive jurisdiction, subject to the arbitration provisions set out on the Disclaimers and Dispute Resolution page, which forms part of these Terms.

Schedule I — excluded and prohibited items

Excluded items. You may send the following through the platform, but Parcelia and the Delivery Partner accept no liability in respect of them, or in the following circumstances:

• items which may suffer loss, damage, deterioration or depreciation caused by variation in temperature, unless caused by an accident to the conveying vehicle;
• items which suffer mechanical, electronic or electrical derangement, unless caused by external means;
• loss or damage caused by defective or inadequate packing, insulation or labelling; shortage in weight, evaporation or ordinary leakage; deliberate abandonment; vermin, wear, tear or gradual depreciation; or inherent vice;
• legal drugs and prescription medicines;
• bullion, precious metals and precious stones, unless part of an item of jewellery;
• cash and cash-like instruments, including bank notes, specie and unnamed cheques;
• bonds, treasury notes and other securities;
• stamps, prepaid phone cards and similar;
• negotiable instruments;
• cigarettes and similar items; and
• data in any format, hard copy or electronic, containing names, addresses, bank details, signatures or dates of birth, which travels entirely at the Customer’s risk.

Prohibited items. You must not use the platform to move the following, in respect of which Parcelia accepts no liability whatsoever, regardless of any other contributing cause. This includes anything illegal to carry, own or transport, and anything which in Parcelia’s reasonable opinion may be hazardous to the Delivery Partner or the public:

• explosives, including fireworks;
• weapons, arms, ammunition and their parts, accessories or ingredients, including deactivated and replica weapons;
• blades of any kind longer than 1.5 inches, and dangerous power tools such as chain saws;
• illegal drugs, narcotic substances and any other contraband under Indian law;
• alcohol, vape products including devices, e-liquids and accessories, and any item associated with tobacco or controlled substances;
• living and dead creatures, blood samples and dangerous biological agents;
• flammable materials and dangerous chemicals;
• original government-issued documents, including passports, driving licences and other official identification;
• pornographic or obscene material, or anything abusing public order or morality under Indian law; and
• any item packaged in a hazardous or dangerous manner.

Schedule II — price and billing mandate

Pricing. Fares are made up of a base fare and a per-kilometre rate for the vehicle class selected, adjusted by the pickup zone’s fare multiplier and minimum fare, plus any additional-stop charge, the parcel-value security charge, and, for Business accounts, GST at the prevailing rate, as set out in Clause 20. Current published rates by vehicle class are shown on the pricing page and in the app before every Booking.

Billing mandate. The Delivery Partner authorises Parcelia to issue tax invoices to Customers in the Delivery Partner’s name and on the Delivery Partner’s behalf, on the following basis:

• purpose: so that a single invoice can be issued to the Customer for each Booking;
• Parcelia is responsible for sending those invoices to the Customer;
• duration: the mandate runs for as long as the Delivery Partner holds an Account, and may be revoked by registered letter or email, taking effect on receipt;
• the Delivery Partner remains responsible for all of their own tax and GST obligations; and
• in the event of a dispute over a receipt issued on the Delivery Partner’s behalf, Parcelia will issue a corrective receipt.

Schedule III — applicable contracts

A. Technology services agreement — between Parcelia and the Delivery Partner, governing access to the rider application.

B. Agreement for the provision of courier services — between the Customer and the Delivery Partner, formed on acceptance of a Booking as described in Part B.

C. Business services agreement — where a business account is opened, any separately executed agreement governing volume rates, which prevails over these Terms to the extent of any inconsistency.