Terms & Conditions

What Hello Cars Handles:

Providing a platform to connect customers with drivers and car wash services, and verifying the basic profile and documents submitted by service providers. The service includes booking management, payment processing through third-party partners, customer support, and safety tools for communication.

What Hello Cars Does NOT Cover:

The platform explicitly states it bears no responsibility for "The actual driving service, car wash service, behaviour, punctuality, quality or any actions of the service provider." Additional exclusions include vehicle damage, accidents, theft, personal injury, service provider conduct, vehicle condition, insurance coverage, or delays from external factors. The entity clarifies: "Hello Cars is not an employer, not an agent, and not a transport service provider."

Core requirements include: customers must furnish accurate pickup location, time, and vehicle details. Available booking types encompass Instant, Scheduled, Local, or Outstation options. Critically, drivers have the right to accept or reject a booking request.

Pre-trip obligations mandate that the customer must ensure the vehicle is in good working condition before the driver starts the duty. Route modifications require driver notification. Additional charges apply for waiting charges, night charges, outstation allowances, additional hours or toll/parking charges.

Customer-Initiated Cancellations:

Free cancellation within 5 minutes (for instant bookings) or 60 minutes before pickup (for scheduled bookings). Post-acceptance cancellations incur fees. Arrival-stage cancellations trigger higher cancellation fee + possible waiting charges. No-show situations (customer unreachable after 10 minutes) impose penalties. Fee waivers apply when drivers demonstrate lateness, unsafety, rudeness, or demand extra payment. Repeated cancellations risk warnings or account suspension.

Driver-Initiated Cancellations:

Cancellations for valid reasons (vehicle mismatch, emergency, breakdown, unsafe customer behaviour) are permitted. Penalties apply for frequent or unjustified cancellations affecting booking priority. Reaching pickup without valid justification triggers penalties. No-show conduct (offline/inactive status) faces strict action. Exemptions exist when customers display unsafety or request illegal driving.

Auto-Cancellation Conditions:

Systems auto-cancel bookings when driver/customer is unreachable, inactive, late for long, or due to payment failure.

Customer Requirements:

Users must ensure vehicle insurance, documents, and basic safety tools (spare tyre, lights, brakes) are available. Prohibited conduct includes requesting unsafe requests such as overspeeding or illegal routes. Standards mandate respect and forbid harassment, intoxication, or abusive behaviour.

Driver Standards:

Operators must follow traffic rules and avoid dangerous/rash driving. Substance use restrictions state no alcohol, drugs, or misconduct during duty. Incident reporting requires drivers to report any suspicious or unsafe customer behavior.

Enforcement:

Hello Cars may block any user violating safety norms.

The platform disclaims responsibility for accidents, personal injuries, property damage, loss of valuables, breakdown delays, disputes between customer and driver. The document specifies: The Customer's own vehicle insurance applies in case of accidents. Drivers are responsible for driving responsibly and following local laws.

Crucially: Hello Cars's total liability, if any, will never exceed the service fee paid to the platform.

Customer booking fees route via approved payment partners. Upon trip completion, the Customer is responsible for paying the service provider directly using cash or UPI or any other payment method. Hello Cars does not facilitate, process, or intervene in the transaction.

Service provider compensation reflects distance, location, vehicle type, date, time, duration, and service type. Explicitly stated: Accommodation and food expenses are not covered by Hello Cars. Surcharges for night allowance, outstation allowance, waiting charges, and food allowance (if applicable) will be shown before you confirm the booking.

Platform deductions may include platform fees, penalties, or adjustments as per policy. Full refunds apply if a driver is not found for the booking. Off-app transactions fall outside platform accountability.

Prohibited activities encompass: Create fake accounts or submit false documents, harass, threaten, or abuse drivers/customers, use the platform for illegal or unauthorized activities, manipulate pricing, ratings, or booking system, make private arrangements to avoid app charges, and attempt to hack, reverse-engineer, or misuse app features.

Consequence: Violation will result in immediate suspension or legal action.

Grounds for action include fraudulent activity, repeated cancellations, low ratings due to misconduct, safety complaints, misuse of platform, and violating app terms or applicable laws.

Duration determination notes: Suspension may be temporary or permanent depending on severity.

The platform retains discretion: Hello Cars reserves the right to update these Terms & Conditions at any time. Continued use of the app means acceptance of the updated terms.

All disputes are subject to the jurisdiction of Tamil Nadu, India.