User Terms of Service
1. Introduction
Welcome to Caxi. By accessing or using our Rider App, website, or services, you agree to be bound by these Terms of Service. These Terms govern the relationship between Caxi ("Company") and users ("Riders"). For driver partners, please refer to the Partner Terms of Service available in the Caxi Partner App.
2. Eligibility & Use of Services
The Caxi Platform and Services are strictly available only to individuals who are at least eighteen (18) years of age. By accessing, registering, or using the Caxi Rider App or website, you represent and warrant that you are at least 18 years old and legally competent to enter into a binding contract under the Indian Contract Act, 1872. You agree to provide accurate, current, and complete information during the registration process. Caxi acts strictly as a technology intermediary connecting Riders with Driver Partners and does not directly provide transportation services.
3. Fares, Payments & Surge Pricing
Fares are calculated using the applicable vehicle, route, time, distance, rental, outstation, or shared-cab rate card. Prices, taxes, payment requirements, and any applicable surge or service charge are disclosed in the booking flow before confirmation. Payments are processed through the Caxi Wallet, authorized third-party gateways (Razorpay), or cash collection at trip completion. In accordance with Section 13(1) of the Central Motor Vehicles Aggregator Guidelines, 2020, the platform commission charged by Caxi is strictly capped at a maximum of 20%, ensuring driver partners receive at least 80% of the pre-tax ride fare. Dynamic surge pricing during peak hours or adverse weather is strictly capped at a maximum statutory multiplier of 2.0x base fare.
4. Cancellation and Refund Policy
Detailed terms: The Cancellation & Refund Policy forms part of these Terms. It explains the applicable rules for quick rides, scheduled quick rides, scheduled rentals, outstation bookings, and shared cabs. The applicable cancellation or processing amount is disclosed where possible and calculated by Caxi's server.
Quick rides: If a driver has been assigned, a cancellation amount may apply. For eligible passenger cancellations, the cancellation-related customer total is capped at the lower of 10% of the estimated fare and ₹100. If the driver has arrived, waiting compensation may be shown as a separate line item, but it is not added on top of that cap. If no driver has been assigned, no quick-ride cancellation or waiting charge applies. Scheduled quick rides use this quick-ride rule.
Scheduled rentals: A rider cancellation may retain a 5% processing amount, subject to the lower of 10% of the total fare, ₹100, and the amount paid. The remaining paid amount is refundable. A safety issue or verified Caxi/operator/driver service failure qualifies for a full refund of the amount paid.
Outstation bookings: A rider cancellation before driver assignment is eligible for a full refund of the amount paid. After driver assignment, a 5% processing amount may apply, subject to the lower of 10% of the fare, ₹100, and the amount paid. A safety issue or verified service failure qualifies for a full refund.
Shared cabs: Ordinary cancellation is available until the final hour before scheduled departure. Cancellation is closed during the final hour and no ordinary last-hour cancellation charge is collected. If the operator or driver cannot serve the booking, or there is a safety issue, the amount paid is fully refundable after the applicable review.
No duplicate platform fee: A permitted cancellation or processing amount is not an additional platform fee. Caxi may allocate the disclosed platform share and eligible driver compensation from that amount; no second cancellation platform fee is added on top.
Active Ride Lock: To guarantee passenger safety and protect driver earnings, manual trip cancellation is disabled once the driver verifies the secure OTP and the journey begins (in-transit state). Any ride termination after trip commencement must be executed by ending the trip mid-way or directly contacting Caxi Support.
Aborted Rides & Zero-Distance Guarantee: If a trip is initiated via OTP verification but closed immediately at the pickup point without vehicle movement (distance traveled < 200 meters), Caxi's automated verification systems treat the booking as an Aborted Ride. The applicable fare is automatically set to ₹0, and any pre-paid amounts or deductions are instantly credited back to your original payment method or Caxi Wallet.
Mid-Way Terminations: If an active trip terminates significantly short of its scheduled drop-off location (actual distance < 80% of estimate due to emergency, mutual consent, or itinerary changes), upfront pricing transitions to automated pro-rata calculation. You are billed strictly for actual distance covered plus applicable wait fees, subject to vehicle base minimum fare bounds.
Refunds: Refunds for failed rides, incorrect charges, aborted trips, approved safety or service exceptions, or disputes are processed through the applicable refund flow. Wallet refunds are credited as shown in the app; gateway refunds are sent to the original payment method and may be subject to bank or payment-processor timelines.
5. Wait Time Policy
Drivers wait without a waiting charge during the designated grace period (3 minutes for city rides, subject to the vehicle rate card). For rides originating from or heading to hospitals and medical facilities, an extended priority waiting grace of 7 minutes may apply. After the grace period, waiting time may be charged at the disclosed vehicle rate when the ride continues. If a rider cancels after the driver has arrived, waiting compensation may be itemised separately from the quick-ride cancellation amount, but the combined cancellation-related customer total remains within the applicable cap.
6. User Conduct
All users are expected to treat driver partners and fellow passengers with courtesy and respect. Harassment, discrimination, verbal abuse, physical violence, or any unlawful behavior is strictly prohibited and will result in immediate permanent account termination and potential legal prosecution.
7. Limitation of Liability
Caxi is a technology platform. We are not liable for the acts, errors, omissions, or negligence of any third-party providers or users. In no event shall our aggregate liability exceed the amount paid by you for the specific service in dispute.
8. Indemnification
You agree to indemnify, defend, and hold harmless Caxi, its founders, officers, employees, and affiliates from and against any and all claims, damages, losses, liabilities, fines, penalties, and legal expenses arising out of or related to: (a) your use of the platform; (b) your breach of these Terms of Service; or (c) your sending, booking, or transporting any illegal, hazardous, or prohibited items through our Courier Service.
9. Cooperation with Law Enforcement
Caxi reserves the right to cooperate fully with law enforcement agencies, regulatory authorities, and valid court orders. We may disclose user profile details, contact information, live GPS tracking logs, and booking history to investigative authorities without prior notice if required by law or in connection with any criminal, regulatory, or safety investigation.
10. Courier Services
When using our Courier Service, you agree that Caxi acts solely as a technology platform to connect you with independent delivery partners. You are solely responsible for ensuring that the package does not contain any items listed in our Prohibited Items Policy and that the item is adequately packaged. Driver partners have the absolute right to inspect (externally), question, or refuse to pick up or transport any package they suspect contains prohibited or unlawful items. Caxi and its driver partners accept absolutely no liability for any loss, damage, theft, or confiscation of items sent via this service.
Courier cancellations: Courier bookings use the bike quick-ride matching flow. Before driver assignment, the amount paid is refundable. After assignment but before package handover, the quick-ride cancellation cap may apply: the lower of 10% of the estimated courier fare, ₹100, and the amount paid. If the driver has arrived, waiting compensation may be itemised, but the combined cancellation-related customer total remains within that cap. Once the package is handed over, ordinary cancellation is closed; contact Caxi Support for any cancellation, return, or delivery-failure request. If the package is not ready, the address is incorrect, the recipient is unavailable or refuses delivery, or the package is unsafe or prohibited, applicable attempt or return charges may apply when disclosed in the booking terms. If Caxi or the driver cannot safely provide the service before handover, the amount paid is fully refundable. A permitted courier cancellation, waiting, attempt, or return amount is not an additional undisclosed platform fee.
11. Dispute Resolution and Governing Law
These terms shall be governed by and construed in accordance with the laws of India, specifically within the jurisdiction of Jharkhand courts. Any disputes will be subject to binding arbitration as per the Arbitration and Conciliation Act, 1996.
12. Promotions and Offers
Caxi may, at its sole discretion, offer promotional codes, discounts, or credits. We reserve the right to withhold, deduct, or revoke these benefits if we determine or suspect that they were obtained or used fraudulently, in error, or in violation of the specific terms of the offer.
13. Intellectual Property
All intellectual property rights in the Caxi platform, including but not limited to the software, branding, logos, and content, are exclusively owned by Caxi. You may not copy, modify, distribute, or create derivative works without our express written permission.
14. Grievance Redressal
In accordance with the Information Technology (Intermediary Guidelines) Rules, the contact details of the Grievance Officer are provided below:
Name: Asif Iqbal
Email: support@caxi.in
Address: Caxi, Sector 12F, Bokaro Steel City, Jharkhand, India - 827012
Time: Mon - Fri (9:00 AM - 6:00 PM)