Oto — Terms & Conditions

These Terms & Conditions ("Terms") govern your use of Oto, a two-tap WhatsApp ride-booking platform. Please read them carefully.

Contents
  1. Definitions
  2. Acceptance of Terms
  3. Service Description
  4. Registration & Accounts
  5. User (Rider) Obligations
  6. Driver Obligations
  7. Booking, Fares & Payments
  8. Cancellation & Refunds
  9. Prohibitions
  10. Privacy & Data
  11. Limitation of Liability
  12. Indemnity
  13. Term & Termination
  14. Changes to Terms
  15. Governing Law & Disputes
  16. Contact Information

1. Definitions

“Oto” means the platform, website and services provided by Oto (replace with your legal business name). “Rider” means a user who requests rides via WhatsApp. “Driver” means an independent contractor providing transportation. “Service” means the ride-matching, fare calculation, messaging and payment facilitation via WhatsApp and third-party providers (e.g., Razorpay, Google Maps).

2. Acceptance of Terms

By using the Service (including interacting with Oto on WhatsApp), you agree to these Terms. If you do not agree, do not use the Service.

3. Service Description

Oto connects Riders and Drivers through the WhatsApp Cloud API. Oto facilitates bookings, fare estimates, route guidance, and secure payment processing (via Razorpay or other providers). Oto does not own or operate vehicles and is not an employment agency for Drivers.

4. Registration & Accounts

  • Riders must provide an active WhatsApp number and accurate personal details when requested.
  • You agree to keep your account details current and to notify Oto of unauthorized access.
  • Oto may suspend or terminate accounts that violate these Terms or where fraud is suspected.

5. Rider Obligations

  • Provide accurate pickup and destination information.
  • Be ready at the pickup location within a reasonable time and follow Driver instructions for safety.
  • Pay the fare charged via the chosen payment method. Do not attempt to tamper with device GPS or booking records.
  • Follow local laws and behave respectfully to Drivers and others.

6. Driver Obligations

  • Drivers are independent contractors responsible for licensing, insurance, vehicle condition and compliance with local laws.
  • Maintain accurate GPS location when accepting rides and follow safety guidelines.
  • Treat Riders respectfully and avoid discriminatory behavior.
  • Drivers must not solicit payments outside of the accepted payment flow unless explicitly allowed by the Rider and supported by Oto.

7. Booking, Fares & Payments

Fare estimates: Fare estimates shown on WhatsApp are based on distance, time, surge multipliers, and other variables; actual fares may vary due to traffic, route changes, or additional stops.

Accepted payments: UPI, credit/debit cards, net banking, and supported wallets through Razorpay (or another payment processor). Oto does not store card numbers or CVV.

Payment processing: Payments are processed by the chosen payment provider. Oto only facilitates payment initiation and notifies Riders of the result. Payment disputes must be raised with Oto Support; Oto will coordinate with the payment provider as needed.

8. Cancellation & Refunds

8.1 Cancelling a ride (Rider)

  • Riders can cancel before the Driver arrives; cancellation fees may apply if the Driver is en route or has waited beyond a specified window.
  • Common cancellation fee triggers: Driver arrival at pickup point, Driver waited > 5 minutes, or Rider failed to respond on WhatsApp.

8.2 Cancelling a ride (Driver)

If a Driver cancels a confirmed booking, the Rider will not be charged for that cancellation. Oto may provide an explanation or reassign a Driver.

8.3 Refunds

  • Refunds are considered for valid cases only (e.g., duplicate payments, technical errors, ride not completed by Driver).
  • Refunds are processed via the payment provider and typically take 5–7 working days (subject to provider and bank processing). Replace this timing with your provider's exact timings.
  • Completed rides and cancellations after Driver arrival are typically non-refundable, except for exceptional circumstances.

9. Prohibitions

The following are prohibited while using Oto:

  • Violence, harassment or threatening behavior toward Drivers or Riders.
  • Attempting to manipulate fares or the booking flow (fake GPS, multiple accounts for fraudulent purposes).
  • Using the platform for illegal activities.

10. Privacy & Data

Oto collects personal and location information necessary to provide the Service (name, phone/WhatsApp number, pickup/drop location, ride history, and limited payment metadata). Payment card data is processed and stored by the payment provider (e.g., Razorpay). For full details, see our Privacy Policy (or insert your privacy page link).

11. Limitation of Liability

To the maximum extent permitted by law, Oto (and its affiliates, officers and employees) are not liable for:

  • Direct, indirect, incidental, special, or consequential damages arising from the use of the Service.
  • Any acts or omissions of Drivers, including accidents, injuries, theft or loss of personal property.

Oto's total liability for any claim related to your use of the Service will not exceed the total amount of fees paid by you to Oto in the 6 months prior to the claim (or a different reasonable cap—edit as needed).

12. Indemnity

You agree to indemnify and hold Oto harmless from any claims, losses, liabilities, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms or your use of the Service.

13. Term & Termination

Oto may suspend or terminate your account at any time for violations of these Terms, suspected fraud, or illegal activity. Termination does not affect rights or liabilities which accrued before termination.

14. Changes to Terms

We may update these Terms from time to time. When we do, we will update the "Last updated" date at the top of this page and, where required, notify you via WhatsApp or email. Continued use after changes constitutes acceptance of the updated Terms.

15. Governing Law & Disputes

These Terms are governed by the laws of [Your State/Country]. Any disputes shall be subject to the exclusive jurisdiction of the courts in [Your City] unless otherwise required by local law. Consider adding an arbitration clause if you prefer alternative dispute resolution.

16. Miscellaneous

  • If any provision is invalid, the remainder of the Terms will continue in effect.
  • These Terms constitute the entire agreement between you and Oto regarding the Service.

17. Contact Information

Business name: Oto (replace with legal name)

WhatsApp Support: +91 9188443441

Email: alan@youroto.org

Address: India