Introduction
SNM Cabs Pvt. Ltd. provides the services which are subject to the following Terms and Conditions effective from 05/11/2023.
These terms and conditions (“User Terms”) apply to Your visit to and use of (a) the domain name https://www.grelcabs.com (“website”) (b) the mobile application “GrEL” through the mobile phone for the Service, and the application, as well as to all information, recommendations, and or services provided to You on or through the mobile application.
This document is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable and the provisions about electronic records in various statutes as amended by the Information Technology Act, 2000. A computer system generates this electronic record and does not require any physical or digital signatures. The acceptance herein by clicking “I accept” is deemed as an acceptance of all the terms and conditions written herein. If You do not agree with the terms of these terms and conditions, please do not use the Mobile Application and Website.
The terms "We" / "Us" / "Our"/“SNM”/“Company” individually and collectively refer to SNM Cabs Pvt. Ltd.. and the terms "You" / "Your" / "Yourself" refer to the Users. The term “Services” refers to any services and/or facilities offered by SNM Cabs Pvt. Ltd..
Eligibility
You shall be “Eligible” to use the Services only when You fulfill all of the following conditions:
- You have attained at least 18 (eighteen) years of age and You can enter into a contract under the Applicable Laws of India.
- The Services are restricted to Pune, Pimpri-Chinchwad Municipal Corporation (PCMC) and Mumbai in Maharashtra only.
- Services use geofencing technology to limit usage to a specific geographic area. Be aware that attempting to use the service outside of the permitted area may result in inaccessibility or breach of terms.
Intellectual Property Rights
- All intellectual property rights, including but not limited to copyrights, patents, trademarks, visuals, graphics, and trade secrets, related to the [Name of the App] (the "App") shall remain the exclusive property of SNM ("Developer"). In no way this shall be considered a transfer or licence of intellectual property rights.
- You acknowledge that it has no ownership rights to the App‘s source code, design, or other intellectual property, except as expressly granted herein.
- You shall be solely responsible for any violations of any laws and for any infringements of any intellectual property rights caused by use of the Services.
Network Access and Devices
You are responsible for obtaining the data network access necessary to use the Services. Your mobile network’s data and messaging rates and fees may apply if You access or use the Services from Your mobile device and You shall be responsible for such rates and fees. The Services may be subject to malfunctions and delays inherent in the use of the Internet and electronic communications.
Text Messages
By creating an Account, You agree that SNM may send You text messages as part of the services provided by SNM. Additionally, by creating an Account, You provide your consent to allow SNM Cabs to contact You via phone calls for communication and feedback purposes, ensuring seamless service and continuous improvement.
WhatsApp Communication
By creating an Account, You agree that SNM shall send WhatsApp communication as part of the services provided by SNM.
WhatsApp communication is exclusively intended for designated purposes, such as business discussions, and users are obligated to strictly comply with the terms and conditions stipulated by WhatsApp. By participating in such communication, users implicitly consent to the exchange of information within the specified context, while acknowledging the impact of individual privacy settings on data visibility. Users are empowered to communicate their preferences or opt-out by by sending an email on support@grelcabs.com. It is essential to underscore that SNM Cabs bears no responsibility for any lapses in user compliance, as users are individually accountable for aligning with pertinent laws and terms. Users signal their acceptance of these conditions by persisting in the use of WhatsApp for communication.
Privacy Policy
By providing Us Your Information or by making use of the facilities provided by Us, You hereby consent to the collection, storage, processing and transfer of any or all of Your ‘Personal Information‘ and ‘Non-Personal Information‘ by Us as specified under this Privacy Policy. You further agree that such collection, use, storage and transfer of Your Information shall not cause any loss or wrongful gain to You or any other person.
Why we collect data
We collect data to provide, maintain, protect, analyze, improve Our Services, process payments, and communicate with You in connection with our Services.
What do we collect
We will collect and save all the data shared by You with Your consent during the registration and use of services including but not limited to Your voice, image, video inputs, Your mobile number, Your name,Your email address,Your geo-location, home address, work address, Your gender,Your date of birth and Your UPI, credit card or debit card or bank account details, occupation, interests, and the like information of Your secondary contact or reference, and other personal information to respond to Your request, provide/process the Service, and improve Our Services. Your call will be recorded for quality assurance, training, and record-keeping purposes. You can opt-out from at any time by emailing Us and asking to be removed the data.
What data is created and saved during the ride
All the data information shared by You during the ride including but not limited to Your geolocation will be collected and saved by us.
Use of collected data
We will use the collected data to provide, maintain, protect, analyse, improve Our Services, process payments, and communicate with You in connection with our Services.
Third-party services and third-party data collection
We use third party services to facilitate our Services, and provide or perform certain aspects of the Services on our behalf – such as payment gateways, enabling geolocation, etc. These third parties will have access to user information, including Protected Information to only carry out the services they are performing for You or for us. Each of these third parties is required to ensure the same level of data protection as us and is obligated not to disclose or use the Protected Information for any other purpose.
Information collected by drivers
The drivers may collect and retain the information provided by you to the driver.
Security
Our databases are stored on servers that have been specifically designed to protect data from unauthorized access, use, disclosure, disruption, modification, or destruction. These servers have a number of security features in place, such as: Physical security: Servers are housed in a secure location, such as a data centre, with limited access to authorized personnel. Network security: Servers are connected to the network through a firewall and other security devices to protect them from unauthorized access. Software security: Servers are running up-to-date software with all security patches installed. Data Authentication: Data is Authenticated at rest and in transit to protect it from unauthorized access. Auditing and monitoring: Server activity is logged and monitored for suspicious activity.
Grievances
You can reach out to us for any grievances at support@grelcabs.com and WhatsApp or call us at +9189569 55350.
Data Retention and Deletion
Your data will be stored with us and You may request to delete Your data and information by sending us an email at tech@grelcabs.com.
Changes in Privacy Policy
We reserve the right to make changes to this Privacy Policy at any time. If We make any changes, We will post the updated Privacy Policy on our mobile application and on our website. If You continue to use the Service after the changes have been made, You will be deemed to have accepted the changes.
Services
The Services constitute a technology platform that enables users of SNM's mobile applications ‘GrEL‘ or website ‘https://www.grelcabs.com‘ provided as part of the Services (each, an ‘Application‘) to arrange and schedule transportation and/or logistics services. The Services allow You to send a request through mobile applications "GrEL" or the website "https://www.grelcabs.com". SNM has sole and complete discretion to accept or reject each request for Service. If SNM accepts a request, You will get notified and provide information regarding the Driver's name, Driver's picture, Driver‘s licence number, badge number, Vehicle license number, a photo of the vehicle with registration number, telephone contact details of the Driver and such other details as SNM may determine.
Booking
Upon receipt of a booking request for the Service from You, You will get the details of the applicable fare and time details for the ride upon acceptance We will allocate a ride to You. SNM reserves the right to accept or deny the Service request. Upon acceptance of the request, SNM will share the ride details including the Driver‘s name, Driver‘s picture, Driver‘s licence number, badge number, Vehicle license number, a photo of the vehicle with registration number, telephone contact details of the Driver and such other details as SNM may determine. You shall be responsible for all the consequences for all misrepresentations made by You during the use of the service.
Payments
You will be charged for the services at the end of the ride. You can make the payment through online payment at https://www.grelcabs.com ("website") or on the mobile application ‘GrEL‘ or through cash to the driver or through UPI payment. An invoice will be immediately generated in Your user account with all the breakup details and You can download the same.
Cancellation and Waiting
Waiting
Our drivers try their best to arrive before Your scheduled pickup time. It‘s a good idea for You to be on time too. To help us give You affordable and dependable rides, We will charge ₹3 per minute if the driver waits for more than 5 minutes up to 20 minutes at Your pickup spot for a scheduled ride. The trip will be canceled after 20 minutes and cancellation charges along with waiting will apply as per above.
How can You resolve Your waiting fee?
Your waiting fee will be due, it will appear as a pending payment that needs to be settled before You can book Your next ride. When reserving a new ride, Your waiting fee will reflect on Your current ride fare. This enables You to seamlessly continue with the booking process without significant interruption.
Cancellations
To make sure that driver-partners are compensated for their time and commitment when accepting a trip, We have implemented a cancellation fee. This helps to alleviate the frustration experienced by both riders and driver partners when cancellations occur.
When will a cancellation fee be charged?
If You decide to cancel a ride before a driver is assigned, no cancellation fee will be incurred. However, if You cancel after a driver has been assigned, a cancellation fee of ₹50 will be applied.
Why is a cancellation fee charged?
A cancellation fee is charged to compensate drivers for the time, effort, and energy(electric charge) spent while trying to reach the pickup location.
How can You resolve Your cancellation fee?
Your cancellation fee will be deducted from Your advance payment and Your remaining amount will be refunded to Your account. If You have a cancellation fee due for a cancelled trip, it will appear as a pending payment that needs to be settled before You can book Your next ride. When reserving a new ride, Your cancellation fee will reflect on Your current ride fare. This enables You to seamlessly continue with the booking process without significant interruption.
No Show
If the driver's waiting time exceeds 20 minutes at the pickup location, You're marked as a "No-Show" and charged for waiting and No Show together as a Non-Show fee. A No-Show fee of ₹100 will be charged in case You don't show up for the ride.
How can You resolve Your No show fee?
Your No show fee will be deducted from Your advance payment and Your remaining amount will be refunded to Your account. If You have a No show fee due, it will appear as a pending payment that needs to be settled before You can book Your next ride. When reserving a new ride, Your No show fee will reflect on Your current ride fare. This enables You to seamlessly continue with the booking process without significant interruption.
What can You do in case You've been unfairly charged a cancellation fee?
If You believe You've been charged a cancellation fee unfairly, particularly due to circumstances beyond Your control such as, the driver cancelling the trip or if You're unable to establish a connection with the driver—You have the option to address this concern with our support team through these simple steps:
- Navigate to "My Rides" from the dashboard.
- Choose the specific trip for which You wish to raise the issue.
- Select for the 'Review my cancellation fee' feature.
- Provide details pertaining to Your situation in the provided text box.
- Rest assured, our support team will initiate contact if there are any inquiries.
- You'll receive notifications regarding the progress of Your query through in-app and email notifications.
- Alternatively, You can monitor the status within the 'Review my cancellation fee' section associated with the relevant trip.
Any approved refund shall be credited to your account within 15 working days
To prevent the need for ride cancellations, make sure to verify the following before submitting Your request:
Accurate Pickup Location: Always ensure the accuracy of Your selected pickup location by reviewing it on the map before confirming Your trip. Pinpointing Your location precisely benefits both You and Your driver by saving time. It is recommended to turn on Your location on Your mobile device and our mobile application shall have access to Your location.
Readiness for Your Ride: We provide advance notifications when Your assigned driver is en route. Our driver-partners strive to reach the pickup point a few minutes ahead of schedule. Be prepared to board Your ride promptly upon its arrival.
How it works
Your driver comes to the pickup spot. Once they're there, You'll get a notification telling You they've arrived. The driver will wait for 5 minutes from the original scheduled pickup time. If the ride doesn't begin within those 5 minutes, waiting fees will start. If the ride hasn't started even after waiting for a total of 20 minutes, it will be considered a no-show.
Prohibitions
You agree to comply with all applicable laws when using the Services, and You shall only use the Services for lawful purposes (e.g., no transport of unlawful or hazardous materials). You shall not, in Your use of the Services, cause nuisance, annoyance, inconvenience, or property damage, whether to the Third Party Provider or any other party. In certain instances, You may be asked to provide proof of identity to access or use the Services, and You agree that You may be denied access to or use of the Services if You refuse to provide proof of identity.
You shall not carry any firearm or prohibited substances in the Vehicle provided by SNM. You shall not drink, smoke, or use any tobacco product while using the services.
Violations
SNM reserves the right to enquire and take appropriate steps to investigate and address all the violations in accordance with these terms and conditions and use of SNM provided services as per permitted laws of India.
Customer Relationship
SNM shall have a dedicated customer helpline to maintain flawless services. You can reach out to +917030910512 for any query, complaint, or support during 24*7.
Emergency Services
There shall be 3 panic buttons in the cab and SOS button on the app in case You wish to reach out to us in case of any emergency. You can call +918956955350 in case of emergency. You can share the ride with Your known at Your own risk.
FORCE MAJEURE
We shall not be held responsible for any inability to fulfil our obligations under these User Terms if such performance is impeded, obstructed, or delayed by a Force Majeure Event. During the existence of such a Force Majeure Event, our obligations as outlined in these User Terms shall be temporarily suspended.
INDEMNIFICATION
You shall hereby irrevocably and unconditionally agree to indemnify, defend, and hold SNM its affiliates, their licensors, and each of its officers, directors, other users, employees, attorneys, and agents harmless from and against any and all liabilities, losses, damages, costs, claims, actions, proceedings, suits, judgments, assessments, tax, settlements, expenses including, interest, penalties, reasonable legal fees and disbursements, and dispute resolution costs, or the like which may be directly and actually suffered or incurred by the SNM as a result of any misrepresentation, unauthorized use or misuse of the Application or Service.
Severability
If any provisions of these terms and conditions that are invalid or unenforceable in jurisdiction, shall be ineffective to the extent of such invalidity or unenforceability without invalidating or rendering unenforceable the remaining provisions hereof or thereof and any such invalidity or unenforceability in jurisdiction shall not invalidate or render unenforceable such provisions in jurisdiction.
If for any reason whatsoever, any provision of these terms and conditions is or becomes, or is declared by a court of competent jurisdiction to be, invalid, illegal, or unenforceable, then SNM in good faith shall substitute that with a provision, which provisions shall, as nearly as practicable, leave these terms and conditions in the same or nearly similar position to that which prevailed prior to such invalidity, illegality or unenforceability.
Disclaimer
SNM is not involved in any underlying transaction between the User, Third Party Provider, any other customer, merchant, bank, Payment processor, Payment Gateway, or other third party. SNM is simply providing transportation services to the User. The Cab Service is not responsible for any disputes or problems that may arise from the underlying transaction.
Modification of the service and user terms
SNM reserves the right, at its sole discretion, to modify or replace, in part or full, any of these User Terms, or change, suspend, block, discontinue, or restrict Your use to all or any feature of the Service or Application at any time.
Termination
SNM reserves all rights to suspend or terminate Your account and related services. Upon terminations, all pending payments related to Your account and usage shall immediately become due to You. Any delay in payment shall be subject to 18 percent interest.
Notice
SNM may give notice by means of a general notice on the Service or Application, or by electronic mail to Your registered email address or a message on Your registered mobile number, or by written communication sent by regular mail to Your address on record with SNM.
Applicable Law and Dispute Resolution
These Terms and Conditions and services herein shall be governed by Indian laws. Any dispute, controversy, or difference, whether contractual or otherwise, which may arise among the Parties hereto, out of or in relation to or in connection with these Terms and Conditions and services, or the breach thereof, shall be settled amicably, by the parties through negotiation and consultation. In the event the dispute is not resolved amicably after at least 30 (thirty) days of raising of the dispute by notice, it shall be finally settled by arbitration in Pune, India in accordance with the Arbitration and Conciliation Act 1996, amended from time to time. The arbitrator shall be appointed mutually by the parties and the arbitral award shall be final and binding on the parties. Subject to arbitration, the courts in Pune shall have exclusive jurisdiction.
