If you send
You book a delivery, you declare what is in it, and you pay for it. You are contracting with us for a delivery service.
Terms of service
One agreement. Three different relationships.
Pakka connects people who need something moved with drivers who move it. That makes this document mean something slightly different depending on which of them you are — so it says which is which, rather than pretending everyone is the same party.
If you drive
You use your own vehicle, choose your own hours, and accept the work you want. You are not our employee, and this document does not make you one.
If you are a business
Everything above, plus billing on account: shipments accrue through a cycle and are invoiced with GST.
What we do, and what we do not.
What we do
- Match and dispatchWe find a driver near your pickup and offer them the job.
- Price the tripFares are calculated from distance, vehicle class, waiting and demand, and shown before you confirm.
- Track itLive location for the whole trip, for both sides.
- Verify the handoverA code at pickup and a code at drop, plus a photograph and a signature.
- Handle the moneyCollect payment, settle drivers, and issue invoices.
What we do not
- We do not own the vehiclesDrivers use their own, or their fleet operator’s. We verify their documents; we do not maintain their vehicle.
- We do not employ the driversThey choose when to work and which jobs to take. Nothing here creates employment.
- We do not inspect what you sendWe rely on your declaration. Nothing opens or checks a parcel.
- We do not guarantee a delivery timeWe show estimates. Traffic, weather and access are not ours to promise away.
- We do not guarantee a driver will be foundIf nobody accepts, the booking fails and you are charged nothing.
What happens, and whose job it is.
These are the actual states a booking moves through — the same words the app shows you. What each party owes changes as it advances.
- Finding a driverPakka
We offer the job to drivers nearby. You can cancel free at this point.
finding_driver - Driver assignedDriver
A driver has accepted. From here a cancellation fee may apply.
driver_assigned - Driver arrivingDriver
They are on their way to your pickup address.
driver_arriving - Arrived at pickupYou
Hand over the goods and give the driver the pickup code. Waiting beyond the free period is chargeable.
arrived_at_pickup - Picked upDriver
The pickup code has been verified. 🔒 The booking can no longer be cancelled.
picked_up - On the wayDriver
In transit. You can watch it on the map.
on_the_way - Arrived at dropDriver
At the delivery address.
arrived_at_drop - DeliveredPakka
The drop code is verified and proof of delivery is captured.
delivered - CompletedPakka
The driver is credited and the trip closes.
completed
What you may not send.
We do not open parcels, so this rests on you declaring the load honestly. Sending any of these is a breach of these terms, and the consequences in §8 follow.
- Anything illegal to possess or transport
- Cash, bullion, or bearer instruments
- Firearms, ammunition, and explosives
- Flammable, corrosive or toxic materials
- Live animals
- Human remains or biological samples outside an approved courier arrangement
- Drugs and controlled substances, other than lawfully dispensed medicine
- Counterfeit goods
- Anything requiring a licence or permit you do not hold
If a driver reasonably believes a parcel contains one of these, they may refuse it. The booking ends there and the fare stands.
Cancelling a booking.
Three windows, and they are set by the state of the booking rather than by a clock.
- Free
Scheduled · pending · finding a driver
No charge at all. Nobody has committed to your job yet.
- A fee may apply
Driver assigned · arriving · arrived at pickup
A driver has turned down other work and is on their way to you. We may charge a cancellation fee of up to ₹20.
- No longer cancellable
Picked up onwards
Once the pickup code is verified, the goods are in transit and the booking cannot be cancelled in the app. Contact support.
If no driver accepts your booking, it fails on its own and you are charged nothing. The dial is not to scale — these windows are set by the state of your booking, not by a clock. A driver might be assigned in seconds.
Paying, and being paid.
Four ways money moves. Which one applies is decided when the booking is made, and the fare is fixed before pickup either way.
You pay the driver in cash at the end of the trip. The driver holds that cash on our behalf and it is settled against their account.
The fare is fixed before pickup. A driver asking for more than the app shows is not something we permit.
All payment methods
- Cash on delivery
- You pay the driver in cash at the end of the trip. The driver holds that cash on our behalf and it is settled against their account. The fare is fixed before pickup. A driver asking for more than the app shows is not something we permit.
- UPI
- Paid in the app through our payment provider. We never see or store your UPI credentials. A receipt is issued against the booking.
- Card
- Also through our payment provider, on their page. Card details do not reach us. A receipt is issued against the booking.
- Billed to account
- Business accounts only. Shipments accrue through the cycle and are invoiced with GST, on 15-day terms. A delivered job is billed once, ever — enforced in the data, not by a habit.
What counts as delivered.
A delivery is not “delivered” because someone says so. Four things are captured, and together they are the record we would rely on in a dispute.
Pickup code
A code you give the driver when you hand the goods over. Without it the trip cannot advance.
Drop code
A code the recipient gives the driver. This is the moment a trip becomes delivered.
Photograph
Taken at the drop.
Signature and name
Of the person who received it.
Deliveredone record
If a code cannot be delivered or does not match, the trip is flagged rather than completed, and support picks it up.
When we suspend or end an account.
We would rather warn you. These escalate, and the last one is not reversible by asking.
A warning
For a first, recoverable problem — a disputed delivery, a late cancellation pattern, a rating that has fallen.
Suspension
The account stops working immediately. 🔒 Every device you are signed in on is signed out, and a suspended driver cannot accept work — this is enforced by the platform refusing the request, not by hiding a button.
Termination
For fraud, for sending prohibited goods, for threatening or harming someone, or for repeated suspensions. Outstanding money is still settled; the account does not come back.
You can close your account yourself at any time, from Settings. What that does is set out in the privacy policy.
Liability, disputes, and the law that applies.
- If something is damaged or lost
- Raise it in the app within 48 hours of delivery, with the booking reference. We investigate using the proof of delivery in §7 and the route record.
- What we are responsible for
- We are responsible for running the platform properly and for settling money correctly. We are not liable for indirect or consequential loss — lost profit, lost opportunity — arising from a late or failed delivery.
- Declared value
- We do not insure your goods by default. If what you are sending is valuable, insure it. Sending something valuable without telling us does not create cover.
- If we disagree
- Talk to support first — most of this is a misunderstanding about a fare or a timestamp, and we hold the records to settle it.
- Governing law
- These terms are governed by the laws of India, and the courts at Bengaluru have jurisdiction.
- Changes
- When these terms change materially we will tell you in the app. Continuing to use Pakka after that is how you accept them.