Terms of Service — Customers

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TankerGo Terms of Service — Customers

For the TankerGo customer app. Last updated: [date of publishing].

These terms are an agreement between you and [Company legal name], [Registered address] (“TankerGo”). By creating an account or placing an order you accept them. If you do not agree, please do not use the app.

1. What TankerGo is

TankerGo is a platform that connects you with independent fleet owners who supply water tankers and sewer-cleaning vehicles. The water, the vehicle and the service are provided by the fleet owner and their driver. TankerGo takes the booking, the payment and handles support.

2. Your account

  • You must be 18 or older and give a mobile number you control. We verify it with a one-time code.
  • Keep your phone and account secure; you are responsible for orders placed from it.
  • Give accurate addresses, floor and contact details. A wrong address or floor can delay the job or change the price.

3. Booking

  • Water: choose the tanker size, water type (borewell, RO or drinking water), number of tankers and delivery floor, and either Deliver now or a date and time slot.
  • Sewer: choose the job type (tank cleaning, blockage removal or jetting), tank size, number of tanks and floor, and either Book now or a slot. You may add a photo of the access point; it helps the driver bring the right hose length.
  • Deliver now orders are offered to available drivers near you. If no driver accepts, you will see “no drivers found” and can search again up to 3 times.
  • Scheduled orders are sent to drivers about 30 minutes before your slot. A slot must be at least 60 minutes away when you book.
  • Delivery times shown in the app are estimates, not guarantees.

4. Prices

  • The fare is calculated by TankerGo before you confirm, and shown in Order Summary. It can include a base fare, distance charge, tanker-size charge, a charge for extra tanks (sewer), a floor charge where the area has one, any surge at busy times, and GST (currently 5%).
  • The price you confirm is the price you pay for that order, less any coupon or wallet credit you apply.
  • Coupons have their own conditions shown in the app and cannot be exchanged for cash.

5. Payment

  • You can pay by UPI, card, cash on delivery or wallet balance where offered. Online payments are processed by Razorpay.
  • For cash on delivery, pay the driver the amount shown in the app at handover.
  • Your wallet holds prepaid money only and cannot be withdrawn as cash unless the law requires it.

6. At delivery

  • Be available at the address, or name someone to receive it for you.
  • Give the driver the delivery code shown in the app only once the job is done to your satisfaction; sharing it confirms completion.
  • Make sure the driver can safely reach the tank or access point. For sewer jobs, tell us about any hazards in advance.
  • The app shows the vehicle number. If a different vehicle arrives, you can tap Not this vehicle? to tell us; this is optional.

7. Cancellation and refunds

Cancellation is free within 60 seconds of booking, or at any time before a driver is assigned. After a driver is assigned and before they arrive, a cancellation fee of [Cancellation fee] may apply, and the app shows it before you confirm. Once the driver has arrived, the order cannot be cancelled in the app. Refunds follow our Refund & Cancellation Policy.

8. Subscriptions

  • You can turn a completed order into a repeating delivery (daily, weekly or monthly) and choose the time and payment method.
  • Each delivery is a separate order, priced at the rates in force on that day; a subscription is not a price lock.
  • You can pause, resume, edit or cancel at any time. Cancelling is final; changes do not affect orders already created.

9. Water quality and service

Water is supplied by the fleet owner from their source. TankerGo requires fleet owners to follow applicable rules, but does not test water and cannot guarantee its quality or suitability for drinking unless the order says drinking water. Report any concern immediately through Help so we can investigate with the fleet owner.

10. Ratings, chat and calls

You can rate drivers and chat or call them about an active order. Keep messages respectful and about the order. Do not use the driver’s contact details for anything else.

11. What you must not do

  • Place fake orders, misuse coupons, or pay with means you are not entitled to use.
  • Harass, threaten or abuse drivers or staff.
  • Use the app for anything unlawful, or try to interfere with its working.

We may suspend or close accounts that break these rules.

12. Liability

To the extent the law allows, TankerGo is not liable for indirect or consequential losses, or for delays or failures caused by events outside our control (such as weather, road closures or supply shortages). Our total liability for any order is limited to the amount you paid for it. Nothing here limits rights you have under the Consumer Protection Act, 2019.

13. Account deletion

You can delete your account from Profile → Delete my account, as described in our Privacy Policy.

14. Changes, law and disputes

We may update these terms and will show the new date at the top; significant changes will be announced in the app. These terms are governed by the laws of India, and courts at [City] have jurisdiction.

15. Contact and grievances

  • Support: in the app under Help, or [support phone].
  • Grievance Officer: [Grievance Officer name], [grievance@tankergo.com], [Registered address]. We acknowledge complaints within 48 hours and aim to resolve them within one month.
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