Terms of Service

1. Introduction

Welcome to Aero, a ride-hailing service operated by AIKO Technologies ("we," "our," or "us"). These Terms of Service ("Terms") govern your use of our platform, mobile applications, and related services (collectively, the "Services").

2. About AIKO Technologies

Aero is owned and operated by AIKO Technologies, a technology company dedicated to revolutionizing urban transportation through innovative mobility solutions. We are committed to providing safe, reliable, and transparent ride-hailing services.

3. Acceptance of Terms

By creating an account, downloading our mobile application, or using any of our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

4. Service Description

Aero provides a technology platform that connects riders with independent driver partners for transportation services. Important: AIKO Technologies is a technology company that facilitates connections between users and independent driver partners. We do not provide transportation services directly and are not a transportation company.

4.1 Platform Services

• On-demand ride booking through our mobile application and website
• Real-time GPS tracking and route optimization
• Transparent pricing with no surge charges or hidden fees
• Multiple payment options including UPI, cards, digital wallets, and cash
• 24/7 safety monitoring and customer support
• Driver-rider matching based on location and availability
• Trip history and receipt management
• Rating and feedback system for quality assurance

4.2 Service Availability

• Currently available in Kolkata and Lucknow, India
• Service hours may vary by location
• Availability subject to driver partner availability
• We reserve the right to modify service areas and hours

5. User Eligibility and Account Registration

5.1 Eligibility Requirements

To use our Services, you must:

• Be at least 18 years old and have the legal capacity to enter into contracts
• Provide accurate, complete, and up-to-date registration information
• Have a valid mobile phone number and email address
• Comply with all applicable local, state, and national laws
• Not be prohibited from using our services under Indian law
• Not have been previously suspended or banned from our platform

5.2 Account Security

• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorized access to your account
• You are liable for all activities that occur under your account
• We may require identity verification before providing certain services
• You may not share, sell, or transfer your account to another person

5.3 Account Suspension and Termination

• We may suspend or terminate accounts that violate these Terms
• Accounts may be suspended for safety concerns, fraudulent activity, or policy violations
• You may deactivate your account at any time through the app settings
• Upon termination, you remain liable for any outstanding charges

6. Driver Partners and Transportation Services

6.1 Independent Contractor Relationship

• Driver partners are independent contractors, not employees of AIKO Technologies
• Drivers are responsible for their own vehicle maintenance, insurance, and operating expenses
• Driver partners set their own working hours and availability
• We do not control the manner or means by which drivers perform transportation services

6.2 Driver Verification Process

• Comprehensive background checks and criminal record verification
• Valid driving license verification and driving history review
• Vehicle registration, insurance, and roadworthiness verification
• Identity verification through government-issued documents
• Regular safety and compliance training programs
• Ongoing monitoring and periodic re-verification

6.3 Driver Standards and Requirements

• Maintain valid driver's license and vehicle registration
• Carry adequate vehicle insurance as required by law
• Keep vehicles clean, safe, and in good working condition
• Follow all traffic laws and safe driving practices
• Provide professional and courteous service to riders
• Complete trips as requested unless safety concerns arise

7. Pricing, Payments, and Fees

7.1 Fare Calculation

• Upfront fare calculation based on estimated distance and time
• Base fare, per-kilometer rate, and time-based charges
• Minimum fare applies to all trips regardless of distance
• No surge pricing or dynamic pricing during peak hours
• Additional charges may apply for tolls, parking, or waiting time
• Fare adjustments may occur if the actual trip differs significantly from estimates

7.2 Payment Methods and Processing

• Multiple payment options: UPI, debit/credit cards, digital wallets, and cash
• Digital payments are processed securely through certified payment partners
• Cash payments are collected directly by driver partners
• Automatic payment authorization for your selected payment method
• Receipts are provided electronically through the app
• Refunds for canceled or incomplete trips are processed within 3-7 business days

7.3 Cancellation and Refund Policy

• Free cancellation within 2 minutes of booking
• Cancellation fees may apply after the free cancellation period
• No charge if driver cancels the trip
• Refunds for technical issues or service failures
• Partial refunds for trips that are not completed
• Disputes can be raised through the app within 24 hours of trip completion

7.4 Driver Partner Revenue Model

• Transparent daily subscription fee model instead of per-trip commissions
• Driver partners receive 100% of the fare after daily subscription fee
• Subscription fees vary by city and vehicle type
• No hidden deductions or additional commission charges
• Weekly payment cycles with transparent earning statements

8. Safety and Security

8.1 Safety Features and Monitoring

• Real-time GPS tracking and route monitoring for all trips
• Emergency SOS button with direct connection to local authorities
• 24/7 safety support hotline: +91 9073 1111 50
• Trip sharing feature to share ride details with trusted contacts
• Driver and rider photo verification before trip starts
• Automated incident detection and response protocols

8.2 Emergency Response

• Immediate response to safety incidents and emergency calls
• Coordination with local law enforcement when necessary
• Follow-up support for users involved in safety incidents
• Insurance assistance for accident-related claims
• Counseling and support resources for serious incidents

8.3 Incident Reporting

• In-app incident reporting system available 24/7
• Anonymous reporting options for safety concerns
• Investigation protocols for all reported incidents
• Appropriate action taken against policy violators
• Transparent communication about safety improvements

9. User Conduct and Responsibilities

9.1 Rider Responsibilities

• Provide accurate pickup location and destination information
• Be ready for pickup at the designated time and location
• Treat driver partners with respect and courtesy
• Follow vehicle capacity limits and safety guidelines
• Keep the vehicle clean and report any damages immediately
• Comply with local laws and not engage in illegal activities
• Not consume alcohol or illegal substances during rides
• Properly secure children in appropriate car seats when required

9.2 Driver Responsibilities

• Arrive at pickup location promptly and safely
• Follow the most efficient route unless otherwise directed
• Maintain professional behavior and appearance
• Keep vehicle clean, safe, and well-maintained
• Assist riders with reasonable requests (luggage, accessibility needs)
• Report any incidents or safety concerns immediately
• Complete trips as accepted unless safety concerns arise

9.3 Prohibited Activities

• Harassment, discrimination, or inappropriate behavior
• Fraudulent activity or manipulation of the platform
• Creating fake accounts or providing false information
• Using the service for illegal activities or transporting prohibited items
• Damaging vehicles or property
• Sharing account credentials with unauthorized persons
• Interfering with other users' ability to use the service

10. Limitation of Liability and Disclaimers

10.1 Platform Disclaimer

Important: AIKO Technologies operates as a technology platform that connects riders with independent driver partners. We do not provide transportation services directly and are not a transportation company. Driver partners are independent contractors responsible for their own actions.

10.2 Limitation of Liability

• Our liability is limited to the maximum extent permitted by Indian law
• We are not liable for actions, errors, or omissions of driver partners
• We are not responsible for damages arising from accidents, delays, or cancellations
• Our maximum liability for any claim shall not exceed the fare paid for the specific trip
• We are not liable for indirect, consequential, or punitive damages
• Users assume risk when using transportation services provided by independent drivers

10.3 Service Disclaimers

• Services are provided "as is" without warranties of any kind
• We do not guarantee continuous, uninterrupted, or error-free service
• Driver availability and response times are not guaranteed
• We are not responsible for the condition, cleanliness, or safety of vehicles
• Third-party integrations and services are used at your own risk

11. Insurance and Claims

11.1 Insurance Coverage

• Driver partners are required to maintain valid vehicle insurance
• Additional coverage may be provided through our insurance partners
• Insurance claims must be reported within 24 hours of an incident
• We will assist with insurance claim processes but are not liable for coverage gaps

11.2 Accident and Incident Procedures

• Report all accidents and incidents immediately through the app or phone
• Cooperate fully with law enforcement and insurance investigations
• Do not admit fault or liability at the scene of an accident
• Provide accurate and complete information for all reports

12. Intellectual Property Rights

• All app content, logos, and trademarks are owned by AIKO Technologies
• Users are granted a limited, non-exclusive license to use the app
• Users may not copy, modify, or distribute our intellectual property
• Feedback and suggestions provided to us may be used without compensation
• Third-party content is owned by their respective owners

13. Privacy and Data Protection

We respect your privacy and handle your personal information in accordance with our Privacy Policy and Indian data protection laws including:

• Information Technology Act, 2000
• Digital Personal Data Protection Act (DPDPA), 2023
• Information Technology (Reasonable Security Practices) Rules, 2011

By using our Services, you consent to the collection and use of information as described in our Privacy Policy.

14. Dispute Resolution and Grievances

14.1 Customer Support

• Contact customer support for service-related issues: +91 9073 1111 50
• Most disputes can be resolved through our customer support team
• We will respond to complaints within 24 hours
• Resolution efforts will be made within 7-14 days

14.2 Grievance Officer

In compliance with Indian regulations, we have appointed a Grievance Officer:

• Name: [To be appointed]
• Email: grievances@aero.co.in (to be activated)
• Response Time: 24 hours acknowledgment, 30 days resolution

14.3 Legal Disputes

• Disputes will first be addressed through good faith negotiation
• Unresolved disputes may be subject to arbitration under Indian Arbitration Act
• Arbitration proceedings will be conducted in English in Kolkata or Lucknow
• Consumer protection laws remain applicable as per Indian law

15. Modifications to Terms

We may update these Terms to reflect changes in our services or legal requirements:

• Updated terms will be posted on our website and app
• Users will be notified of significant changes via email or in-app notification
• 30 days advance notice will be provided for material changes
• Continued use after changes constitutes acceptance of updated terms
• Users may terminate their account if they disagree with changes

16. Termination and Account Closure

16.1 User-Initiated Termination

• Users may close their account at any time through app settings
• Outstanding payments must be settled before account closure
• Some data may be retained for legal and safety purposes
• Closed accounts cannot be reactivated; new registration required

16.2 Company-Initiated Termination

• We may suspend or terminate accounts for terms violations
• Immediate termination for safety concerns or illegal activity
• Warning system for minor violations before termination
• Appeal process available for account termination decisions

17. Governing Law and Jurisdiction

• These Terms are governed by the laws of India
• Courts in Kolkata and Lucknow have jurisdiction for legal proceedings
• Indian consumer protection laws apply to consumer transactions
• International users are subject to Indian law when using our services
• Arbitration proceedings follow the Indian Arbitration and Conciliation Act, 2015

18. Accessibility and Special Needs

• We are committed to providing accessible transportation options
• Special assistance requests can be made through the app
• Driver partners are trained to assist riders with disabilities
• Wheelchair-accessible vehicles available on request (where available)
• Service animals are welcome in all vehicles
• Additional time allowances for passengers with mobility needs

19. Force Majeure

We are not liable for delays, failures, or interruptions due to circumstances beyond our reasonable control, including:

• Natural disasters, floods, earthquakes, or severe weather
• Government actions, regulations, or restrictions
• Labor strikes, lockouts, or other industrial disputes
• Technical failures, power outages, or internet disruptions
• Acts of terrorism, war, or civil unrest
• Pandemic, epidemic, or public health emergencies

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to be valid and enforceable. Invalid provisions will be replaced with valid provisions that achieve the same objective.

21. Contact Information

21.1 General Inquiries

• Company: AIKO Technologies
• Phone: +91 9073 1111 50
• Email: TBD (to be provided)
• Support Hours: 24/7 for emergencies, 9 AM - 9 PM for general support

21.2 Legal and Compliance

• Registered Address: AIKO Technologies, 371,GN BLOCK,7TH FLOOR ASSYST PARK, SEC-V Sech Bhawan North 24 Parganas West Bengal India 700091
• Legal Email: legal@aero.co.in (to be activated)
• Grievance Officer: grievances@aero.co.in (to be activated)
• Data Protection: privacy@aero.co.in (to be activated)

21.3 Emergency Contact

• 24/7 Safety Hotline: +91 9073 1111 50
• Emergency Response: Available through in-app SOS feature
• Police Emergency: 100 (India National Emergency Number)