These Terms & Conditions cover bookings for orders and travel on Go RIVO, and the separate Partner Terms that apply when you register or provide services as a delivery or travel partner. Please read both parts carefully before using Go RIVO.
Part A — Terms for Booking Orders and Travel
These terms apply when you book a parcel delivery or travel service through Go RIVO.
Maximum parcel value
The maximum parcel value is ₹2,000. Customers must not send goods worth more than ₹2,000.
Go RIVO's maximum liability for loss or damage is ₹2,000.
If the actual or declared value is ₹800, compensation cannot exceed ₹800.
Partner conduct and customer complaints
Customers travelling via Go RIVO may complain if a partner was unfriendly or unprofessional during the ride. If we receive the same complaint twice, we may cancel that partner's travelling option on Go RIVO.
Proper packaging
The customer is responsible for packing the parcel securely.
Fragile items must have suitable protective packaging.
Go RIVO or its partner may refuse an inadequately packed parcel.
Cancellation
Cancellation before a partner accepts the order — no cancellation fee.
Cancellation after acceptance — a cancellation charge will apply.
If the partner cancels after pickup, or Go RIVO cannot fulfil the order — the customer should receive the applicable refund and the product back.
Accurate parcel information
Customers must accurately declare the contents, value, weight, dimensions, pickup and drop location, and contact details. Misrepresentation can result in cancellation without refund and/or suspension of the account.
Prohibited items
No illegal, hazardous, explosive, flammable, stolen, counterfeit, or otherwise prohibited goods.
No weapons, drugs, dangerous chemicals, or similar items.
A separate prohibited-items list may be shown in the app.
Right to refuse or inspect
Go RIVO or its delivery/travel partner may refuse a parcel if it appears unsafe, improperly packed, prohibited, suspicious, or materially different from what was declared.
Damage compensation
For partial damage, compensation is based on the reasonable, verified extent of the damage, subject to the ₹2,000 maximum liability.
Example: a ₹1,000 item suffers ₹300 worth of damage — maximum compensation ₹300, subject to verification.
If completely damaged, compensation can be up to the verified or declared value, capped at ₹2,000.
Loss
If the parcel is lost while in Go RIVO's or a partner's custody, compensation can be up to the verified or declared value, capped at ₹2,000.
Proof of value
Customers may be required to provide an invoice, bill, purchase receipt, or other reasonable proof of the item's value when making a claim.
No compensation for improper packaging
If damage is caused primarily by inadequate or improper packaging by the customer, Go RIVO may reject or reduce the claim.
Delivery delays
Estimated delivery times are not guaranteed. Traffic, weather, road conditions, vehicle breakdowns, accidents, partner availability, government restrictions, and other circumstances can cause delays.
Pickup and drop responsibility
Customers must provide accurate pickup and delivery information and ensure the parcel is available at pickup.
The recipient should be available at the specified drop location.
Additional charges may apply for waiting time, failed pickup or drop, or re-delivery.
Recipient verification
Go RIVO or its partner may request reasonable identification or verification from the sender or recipient before handing over a parcel.
No unattended handover
Parcels should not be left unattended at pickup or drop locations unless specifically permitted by Go RIVO.
Claims timeframe
Customers should report loss or damage within a defined period (for example, 24 or 48 hours after delivery).
Claims should include photographs or videos and supporting documents where applicable.
Customer responsibility for illegal or prohibited contents
If a customer sends prohibited or illegal goods, the customer remains responsible for the consequences, including any penalties, losses, claims, or legal action arising from the shipment.
Partner and traveller privacy
Customers must not misuse, share, or use a partner's personal information for purposes unrelated to the Go RIVO order.
Payment
Orders must be paid through the payment methods supported by Go RIVO.
Additional charges, if applicable, must be displayed to the customer before confirmation.
Refunds
Refunds resulting from cancellation, failed delivery, or other eligible circumstances will be processed according to Go RIVO's refund policy and the payment provider's processing timelines.
Role of Go RIVO and partner verification
Go RIVO is a technology platform that connects customers with independent delivery and travel partners who are willing to carry or deliver parcels along their existing routes. Go RIVO does not directly employ or operate the delivery or travel services provided by such partners.
Partners are required to complete Go RIVO's applicable verification and onboarding process before being permitted to provide services through the platform. Verification is intended to establish the partner's eligibility to use the platform and should not be understood as a guarantee of the partner's conduct, performance, reliability, or suitability for a particular order.
Customers acknowledge that the delivery or travel service is performed by the respective partner and that Go RIVO acts primarily as a platform facilitating the connection between customers and partners.
Go RIVO may take reasonable steps to assist customers with order- or travel-related issues, complaints, loss, or damage claims and may investigate such matters in accordance with its policies. Any compensation provided by Go RIVO for loss or damage remains subject to the applicable liability limits and other conditions set out in these Terms.
Acceptance of terms
By checking “I agree to the Terms & Conditions” and placing the order, the customer confirms that they have read and accepted these terms.
Part B — Partner Terms & Conditions
These Partner Terms & Conditions (“Terms”) govern the use of the Go RIVO platform by delivery and travel partners (“Partner”, “you”, or “your”). By registering with Go RIVO, completing the verification process, accepting an order, or providing services through the platform, you agree to comply with these Terms.
1. Partner eligibility and verification
The Partner must provide accurate and genuine information during registration and verification.
The Partner must complete all required KYC, identity, address, vehicle, driving licence, and other verification procedures required by Go RIVO.
Go RIVO may verify the Partner and the documents submitted before allowing the Partner to accept orders.
Verification by Go RIVO does not guarantee the Partner's conduct, performance, safety, or compliance with applicable laws.
The Partner must immediately notify Go RIVO if any information or document submitted during registration becomes invalid, expires, is suspended, or changes.
2. Valid legal documents
The Partner must maintain all documents required to legally operate the vehicle and provide the applicable service, including, where applicable:
Valid driving licence;
Valid vehicle Registration Certificate (RC);
Valid motor vehicle insurance;
Valid Pollution Under Control (PUC) certificate;
Applicable permits, fitness certificates, or other vehicle documents required by law;
Any other documents reasonably required by Go RIVO or applicable authorities.
The Partner must ensure that all submitted documents remain valid throughout their participation on the Go RIVO platform.
Go RIVO may suspend the Partner's account or prevent the Partner from accepting orders if required documents are expired, invalid, unavailable, or cannot be verified.
3. Approved vehicle requirement
The Partner may use only the vehicle that has been submitted, verified, and approved on the Go RIVO platform for orders.
The Partner must not use another person's vehicle, an unregistered vehicle, or any vehicle that has not been approved by Go RIVO.
The Partner must not allow another person to use the Partner's approved vehicle for accepting or completing Go RIVO orders.
The Partner must not transfer, lend, rent, or otherwise allow another person to operate the Partner's Go RIVO account.
Vehicle substitution is not permitted without prior approval from Go RIVO.
If the approved vehicle becomes unavailable, damaged, sold, or otherwise changes, the Partner must inform Go RIVO and obtain approval before using another vehicle.
4. Account and login security
The Partner's Go RIVO account is personal and must not be shared with another person.
The Partner must keep login credentials, OTPs, passwords, and other account information confidential.
The Partner is responsible for all activity conducted through their account.
Allowing another person to accept or complete orders using the Partner's account may result in immediate suspension or termination.
5. Acceptance of orders
The Partner should accept an order only if they are reasonably able to complete it.
Once an order is accepted, the Partner is expected to complete the order in accordance with the order details and Go RIVO's applicable procedures.
The Partner must not accept an order and subsequently abandon it without a valid reason.
Repeated cancellations, refusals, delays, or abandonment of accepted orders may result in account restrictions or suspension.
The Partner must follow the pickup and drop-off locations and other relevant instructions shown in the order.
6. Parcel handling
The Partner must handle every parcel with reasonable care from pickup until delivery.
The Partner must not intentionally open, tamper with, damage, alter, consume, use, or interfere with a customer's parcel.
The Partner must not remove, replace, or exchange any item contained in a parcel.
The Partner should report any visible damage, leakage, suspicious packaging, or other issue identified at pickup to Go RIVO as soon as reasonably possible.
The Partner must not leave a parcel unattended in an unsafe or unauthorized location.
The Partner must deliver the parcel to the intended recipient or follow Go RIVO's approved delivery procedure.
7. Prohibited and suspicious items
The Partner must not knowingly transport any prohibited, illegal, hazardous, explosive, flammable, stolen, counterfeit, or otherwise unlawful item through Go RIVO.
If the Partner reasonably suspects that a parcel contains a prohibited or dangerous item, the Partner should not proceed with the delivery and must contact Go RIVO immediately.
The Partner must not knowingly assist a customer in transporting any item that violates applicable law or Go RIVO's prohibited-items policy.
8. Pickup and delivery
The Partner should verify the relevant order details before collecting the parcel.
The Partner should follow the pickup and drop-off instructions provided through the Go RIVO platform.
The Partner should obtain the required delivery confirmation or proof of delivery where applicable.
If the recipient is unavailable, the Partner must follow Go RIVO's procedure rather than leaving the parcel unattended or disposing of it.
Any failed delivery, incorrect address, recipient dispute, or other material issue should be reported through the Go RIVO platform.
9. Safe and lawful driving
The Partner must comply with all applicable traffic laws and road safety requirements.
The Partner must not drive under the influence of alcohol, drugs, or any substance that may impair driving ability.
The Partner must not use a mobile phone in a manner prohibited by law while driving.
The Partner must not engage in reckless, dangerous, or unsafe driving while completing a Go RIVO order.
The Partner must ensure that the parcel is carried securely and does not create a safety risk while travelling.
10. Bank account and payment details
The Partner is responsible for providing correct and complete bank account details for receiving payouts.
The Partner must ensure that the account holder name, account number, IFSC code, UPI details, and other payment information provided to Go RIVO are accurate.
Go RIVO will process payouts based on the payment details provided by the Partner.
Go RIVO will not be responsible for a failed, delayed, rejected, or misdirected payout resulting from incorrect, incomplete, outdated, or wrongly entered bank or payment details provided by the Partner.
The Partner must promptly update Go RIVO if their bank or payment details change.
Go RIVO may require additional verification before processing certain payouts.
11. No off-platform transactions
The Partner must not request or encourage customers to cancel a Go RIVO order and complete the transaction directly with the Partner for the purpose of avoiding Go RIVO fees, charges, or platform procedures.
The Partner must not collect additional payment from a customer unless such payment is expressly permitted and displayed through Go RIVO.
12. Customer information and privacy
The Partner may receive customer information solely for the purpose of completing a Go RIVO order.
The Partner must not misuse, copy, sell, disclose, or retain customer information for unrelated purposes.
The Partner must not contact customers after completion of an order for personal, promotional, commercial, or unrelated purposes without appropriate authorization.
The Partner must comply with applicable privacy and data protection requirements.
13. Damage, loss, or incident reporting
The Partner must immediately notify Go RIVO of any material incident involving a parcel, including:
Loss or theft;
Damage;
Accident;
Parcel opening or tampering;
Delivery dispute;
Wrong delivery;
Suspicious or prohibited contents;
Any event that may prevent successful delivery.
The Partner must cooperate with Go RIVO in investigating customer complaints, loss, damage, or other incidents.
14. Cancellation and abandonment
Once a Partner accepts an order, the Partner should make reasonable efforts to complete it.
If the Partner needs to cancel an accepted order because of an emergency, vehicle breakdown, accident, safety concern, or other genuine reason, the Partner should notify Go RIVO as soon as possible.
Repeated or unreasonable cancellations may result in reduced access to orders, temporary suspension, or termination of the Partner account.
15. Vehicle condition and maintenance
The Partner is responsible for ensuring that the approved vehicle is roadworthy, properly maintained, legally permitted to operate, and suitable for carrying the applicable parcel.
Go RIVO is not responsible for vehicle maintenance, fuel, repairs, fines, insurance claims, traffic violations, or other costs associated with the Partner's vehicle.
16. Taxes and statutory compliance
The Partner is responsible for complying with applicable tax, income, vehicle, licensing, employment, and other statutory obligations arising from the Partner's activities.
The Partner is responsible for any taxes or other statutory payments applicable to amounts earned through Go RIVO, subject to any withholding or reporting obligations that may apply to Go RIVO under law.
17. Partner conduct
The Partner must behave professionally and respectfully toward customers, recipients, other partners, Go RIVO personnel, and the public.
Harassment, threats, abusive behaviour, discrimination, fraud, intimidation, theft, or other misconduct may result in immediate suspension or termination.
18. Fraud and misuse of the platform
The Partner must not:
Create or operate multiple accounts without Go RIVO's approval;
Manipulate GPS, location, order, or delivery information;
Create fraudulent orders;
Attempt to manipulate fares, incentives, bonuses, or payouts;
Submit false documents or information;
Allow another person to use their account;
Attempt to circumvent Go RIVO's systems or policies.
Go RIVO may suspend or terminate accounts involved in suspected fraud or misuse and may take further action where appropriate.
19. Suspension and termination
Go RIVO may temporarily suspend or permanently terminate a Partner's access to the platform if the Partner:
Violates these Terms;
Provides false or misleading information;
Uses an unauthorized vehicle;
Allows another person to use their account;
Fails verification requirements;
Engages in unsafe or unlawful conduct;
Repeatedly cancels or abandons accepted orders;
Misuses customer information;
Is involved in fraud, theft, parcel tampering, or other serious misconduct.
20. Changes to Partner Terms
Go RIVO may update these Partner Terms & Conditions from time to time to reflect changes in its services, policies, technology, or applicable law. Updated terms may be communicated through the Go RIVO platform or other appropriate means.
21. Acceptance
By registering as a Go RIVO Partner, completing verification, accepting an order, or providing services through the Go RIVO platform, the Partner confirms that they have read, understood, and agreed to comply with these Partner Terms & Conditions.
The Partner is responsible for ensuring that all information, documents, vehicle details, and payment details provided to Go RIVO remain accurate and up to date.
Contact Us
If you have any questions regarding these Terms & Conditions, please send your queries to our team.