Last updated: 22 September 2026 · Applies to bookings made through the Onvayo website and app
These Terms of Service ("Terms") govern your use of the Onvayo website, mobile application and the goods transport services made available through them (together, the "Platform"), operated by Onvayo Logistics LLP ("Onvayo", "we", "us"). By creating an account, booking a trip, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.
Onvayo is a technology platform that connects customers who need to move goods ("you", "Customer") with independent driver partners who provide the actual transport ("Driver Partners"). Onvayo itself does not own the vehicles used for transport, and Driver Partners are independent contractors, not employees or agents of Onvayo.
The Platform lets you enter a pickup and drop location, choose a vehicle type, see an upfront fare, and confirm a Trip. Once confirmed, Onvayo matches your Trip with an available, verified Driver Partner. You can follow your Trip's status in the Onvayo app.
Fares shown before you confirm a Trip are generated by our pricing engine based on distance, vehicle type, applicable tolls and platform charges. Fares are not negotiable at the point of pickup or delivery for the vehicle type and route booked, save for any legitimate revision due to a change in pickup/drop location, waiting time, or additional stops requested by you.
You may pay for a Trip either in cash directly to the Driver Partner on delivery, or online at the time of booking through our payment partner. Online payments are processed securely by Razorpay; Onvayo does not store your card, UPI or bank details.
A GST-compliant invoice is generated automatically for every completed Trip and made available in the app.
Onvayo reserves the right to revise its fare structure, platform fees, or the vehicle types offered, at any time. Any such change will apply to Trips booked after the change takes effect.
You may cancel a Trip before a Driver Partner arrives at the pickup location. Onvayo may apply a cancellation charge if a Trip is cancelled after a Driver Partner has been assigned and has already started travelling to the pickup location, to fairly compensate the Driver Partner for the time and distance covered. Any applicable cancellation charge will be shown to you in the app before you confirm the cancellation.
Onvayo may also cancel or refuse a Trip — before or after a Driver Partner is assigned — where the Goods appear to fall under the restricted or prohibited categories in Section 7, where the pickup or drop location cannot be safely serviced, or where we reasonably suspect fraudulent or abusive use of the Platform.
You may not use the Platform to transport:
Onvayo, at its discretion, may refuse or terminate a Trip that it reasonably believes involves any of the above, and may report the matter to the relevant authorities.
Driver Partners are independent, verified individuals who use their own vehicles to fulfil Trips booked on the Platform. They are not employees, workers or agents of Onvayo. Onvayo verifies Driver Partners' identity and vehicle documents before onboarding, but does not control how an individual Trip is physically executed (such as route taken), beyond what is reasonably necessary for safety and service quality.
If Goods are lost or damaged during a Trip, you must notify Onvayo through the app or at hello@onvayo.in within 24 hours of the scheduled delivery time, along with photographic evidence and a description of the loss or damage. Claims raised after this window may not be accepted, as it becomes difficult to establish when and how the loss or damage occurred.
See our Insurance FAQ for how claims are currently handled, including the important fact that Onvayo does not currently insure Goods in transit.
The Platform is provided on an "as is" and "as available" basis. While we work to keep matching, pricing and tracking reliable, we do not guarantee that the Platform will be uninterrupted, error-free, or that a Driver Partner will always be available for a given route or time.
Onvayo is a technology platform connecting Customers with independent Driver Partners, and does not itself own or operate the vehicles used for transport. To the maximum extent permitted by law, Onvayo's liability for any loss, damage or delay arising from a Trip is limited to the Fare paid for that Trip, except where loss or damage is shown to have resulted directly from a Driver Partner's proven reckless or negligent conduct, in which case Onvayo will assist you in pursuing an appropriate remedy.
Onvayo is not liable for indirect, incidental or consequential losses, including loss of business or loss of profit, arising from use of the Platform.
You agree to indemnify and hold Onvayo harmless from any claim, loss or expense (including reasonable legal fees) arising out of your breach of these Terms, your violation of any law, or your misuse of the Platform — for example, booking a Trip for Goods restricted under Section 7 without disclosing them.
You agree not to misuse the Platform, including by providing false information, attempting to circumvent fares or platform fees, harassing or threatening Driver Partners or Onvayo staff, or using the Platform for any unlawful purpose. Onvayo may suspend or terminate your account for a breach of these Terms.
In accordance with applicable Indian law, the Grievance Officer for Onvayo is:
We aim to acknowledge grievances within 48 hours and resolve them within 30 days of receipt.
These Terms are governed by the laws of India. If a dispute arises out of or in connection with these Terms or your use of the Platform, we ask that you first raise it with our Grievance Officer above so we can try to resolve it directly. If it isn't resolved within 30 days, either party may refer it to mediation, and failing that, to arbitration under the Arbitration and Conciliation Act, 1996, seated in Mumbai, with proceedings conducted in English. Subject to the above, the courts at Mumbai, Maharashtra will have exclusive jurisdiction.
We may update these Terms from time to time to reflect changes to the Platform or applicable law. We will post the revised Terms here with an updated "Last updated" date. Continued use of the Platform after a change takes effect constitutes acceptance of the revised Terms.
Questions about these Terms can be sent to hello@onvayo.in or through our Support page.
