Frequently Asked Questions
Parcel and delivery
What types of parcels can I send?
You can send permitted items through Go RIVO, subject to applicable restrictions, weight limits, and partner acceptance. Parcels must be properly packed and ready for pickup.
What is the maximum parcel weight?
Go RIVO currently supports parcels weighing up to 5 kg, subject to the selected vehicle type and partner acceptance.
What is the maximum parcel value?
The maximum declared parcel value is ₹2,000. Customers must not send goods valued above ₹2,000 through Go RIVO.
Are there any restricted or prohibited items?
Customers must not send illegal, dangerous, hazardous, prohibited, or otherwise restricted items. Go RIVO may refuse or cancel an order if the parcel does not meet its safety or service requirements.
How should I pack my parcel?
Customers must pack parcels securely and appropriately for transportation. The parcel should be sealed, labelled where necessary, and ready for pickup when the partner arrives.
What happens if my parcel is lost or damaged?
Customers should report loss or damage to Go RIVO as soon as possible with the order ID and relevant details. Compensation, where applicable, will be subject to Go RIVO's parcel terms, the declared value, and the applicable liability limits.
Can I send a parcel without travelling?
Yes. Customers can book a parcel delivery through Go RIVO. A verified partner may carry the parcel while travelling along a suitable route.
Can I send parcels between different cities?
Yes. Go RIVO supports local and inter-city deliveries in areas covered by the app. Availability depends on the pickup location, drop location, vehicle type, and partner availability.
Partner and tracking
Are Go RIVO partners verified?
Yes. Go RIVO reviews partner applications and may require identity, driving licence, vehicle, bank account, and other verification details before approval.
Can I choose a specific delivery partner?
No. Partner assignment depends on availability, route, vehicle type, location, and other operational factors. A specific partner is not selectable.
How does live tracking work?
Once an order is accepted by a partner, relevant live location information may be displayed in the app for pickup coordination and service updates.
Does Go RIVO track partners after delivery is completed?
No. Partner live tracking is intended for the active ride or parcel delivery service. Tracking stops when the relevant order is completed, cancelled, or closed, subject to limited information that may be retained for legitimate purposes.
Can I contact the delivery partner?
Go RIVO provides communication options between the customer and assigned partner for service-related coordination. Users should not misuse contact information or use it for unrelated purposes.
What if the partner does not arrive?
Please contact Go RIVO support through the app or email with your order ID. We will review the order and take appropriate action based on the circumstances.
Can a partner cancel my order?
A partner may be unable to complete an order due to availability, route, safety, vehicle, or other reasons. Go RIVO may help arrange an alternative partner where available.
Passenger ride
Can I book a passenger ride through Go RIVO?
Yes. Go RIVO allows users to request passenger rides where the service is available and a suitable partner is available.
How do I book a ride?
Open the Go RIVO app, select the Parcel or Travel service, enter your pickup and destination locations, choose the available vehicle type, review the fare, and confirm your booking.
Can I track my ride partner?
Where live tracking is available, the assigned partner's location may be displayed during the active ride to help with pickup coordination and safety.
Can I cancel a ride?
Cancellation is permitted according to the order status and Go RIVO's cancellation policy. Charges may apply after a partner accepts the booking or begins the pickup process.
Are helmets or safety requirements applicable?
Users and partners must follow applicable traffic, transport, safety, and vehicle-related laws. Partners must use the approved vehicle and comply with Go RIVO's partner requirements.
Can I book a ride for another person?
The booking customer should provide accurate passenger and pickup details and ensure that the passenger follows the applicable safety requirements.
Payment and cancellation
When will I see the final fare?
The applicable fare should be displayed before you confirm the booking. The fare may depend on the service type, distance, vehicle type, and applicable charges.
Are there any additional charges?
Any applicable charges should be shown before booking or communicated through the app. Customers should review the fare details before confirming the order.
What happens if payment fails?
If an online payment fails, check the payment status in the app and try again using an available payment method. Do not make repeated payments without checking whether the first transaction was successful.
What happens if I pay twice?
If you believe that you have been charged twice, contact Go RIVO support with the order ID, payment reference, amount, and transaction details.
When will I receive a refund?
Refund timing depends on the payment method, payment provider, cancellation status, and applicable refund policy. Refunds may take additional time to reflect in your bank account.
Can I cancel after a partner accepts the order?
You may be able to cancel depending on the order status. Cancellation charges may apply after partner acceptance, assignment, or commencement of pickup.
What happens if the partner cancels?
If a partner cancels, Go RIVO may attempt to find another suitable partner where available. If the order cannot be completed, any eligible refund will be handled according to the applicable refund policy.
Account and privacy
How do I create a Go RIVO account?
Download the Go RIVO app, enter the required details, and complete the verification or authentication process.
How do I delete my Go RIVO account?
You can delete your account through Profile → Delete Account. You may also request deletion by visiting the Go RIVO account-deletion webpage or emailing
support@gorivo.in.
What happens to my data after account deletion?
Go RIVO will delete personal data associated with your account from its active systems, except information that may be retained for legitimate purposes such as fraud prevention, security, dispute resolution, or legal compliance.
Is my personal information shared with partners?
Only information reasonably necessary to provide the requested service may be shared with the relevant partner. This may include pickup details, booking information, and relevant location information.
Is my payment information secure?
Payment information is processed through the applicable payment provider. Go RIVO uses reasonable security measures to protect information, but no online system can be guaranteed to be completely secure.
Support and issue resolution
How do I contact Go RIVO support?
What details should I provide when contacting support?
Please include: order ID; registered mobile number; issue description; date and time of the issue; payment reference, if applicable; and relevant screenshots or documents, where necessary. Do not share passwords, OTPs, PINs, or complete card details.
What should I do if I receive a suspicious call or message?
Do not share OTPs, passwords, UPI PINs, card details, or other sensitive information. Contact Go RIVO through the official app or support email if you suspect misuse.
How can I report a partner or customer?
Contact Go RIVO support with the order ID and details of the issue. Reports may relate to unsafe conduct, harassment, misuse, inappropriate behaviour, fraud, or service-related concerns.