Customer Terms and Conditions

1. Acceptance of Terms & Eligibility

These Customer Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "Sender", or "User") and ASANI SE Ventures LLP ("ASANI SE", "we", "our", or "us"), operating the brand ASANI SE.

By accessing our website (theasanise.com), downloading or using our customer mobile application, or requesting a local parcel delivery booking, you acknowledge that you have read, understood, and agreed to be bound by these Terms.

You must be at least 18 years of age and legally competent to enter into contracts under the Indian Contract Act, 1872, to create an account and book delivery services with ASANI SE.

2. Description of ASANI SE Parcel-Delivery Service

During Phase 1, ASANI SE operates exclusively as a technology-enabled local point-to-point parcel delivery platform in designated service zones of Ahmedabad, Gujarat (initially Satellite, Vastrapur, Bodakdev and Prahlad Nagar / Corporate Road, with planned progressive expansion into selected Thaltej and SG Highway areas).

The platform facilitates intra-city transportation of small, eligible personal and commercial parcels (such as documents, keys, chargers, packaged apparel, festive gifts, and small office supplies) by connecting customers with independent two-wheeler delivery partners ("Riders").

ASANI SE is strictly a local parcel-delivery service. ASANI SE does NOT operate as a passenger taxi, bike-taxi, ride-hailing service, food-ordering marketplace, or open e-commerce vendor.

3. Booking Process & Customer Responsibilities

When booking a delivery via ASANI SE, you agree to:

• Provide exact and complete pickup and delivery addresses, including building names, floor/flat numbers, and landmark instructions.
• Provide valid, active mobile phone numbers for both the sender and the recipient to facilitate gate security coordination and delivery OTP verification.
• Ensure that the parcel is packaged, sealed, and ready for handover when the assigned delivery partner arrives at the pickup point.
• Accurately declare the parcel contents in the booking interface prior to confirming dispatch.

4. Packaging Responsibility & Parcel Limits

The Customer bears sole and exclusive responsibility for properly preparing, sealing, cushioning, and packaging the parcel before handing it over to the delivery partner.

During Phase 1, the maximum permitted packed parcel weight is 20 kg and the maximum packed dimensions are 40 cm × 40 cm × 40 cm. The parcel must be fully sealed, must fit safely within the approved two-wheeler carrying arrangement, and must not contain loose or dangerously protruding parts. ASANI SE or the assigned delivery partner may refuse a parcel that exceeds these limits, is insufficiently packaged, contains prohibited goods, or may compromise road safety.

• Riders do not carry packaging materials (boxes, bubble wrap, tape, or envelopes).
• Items must be enclosed in tamper-evident sealed packaging suitable for two-wheeler transport under typical Ahmedabad road, traffic, and weather conditions.
• Parcels must meet two-wheeler transport limits (maximum 20 kg and 40 × 40 × 40 cm after final packaging without loose or protruding parts).

5. Prohibited and Restricted Items

Customers must strictly adhere to our Prohibited Items Policy. Under no circumstances may any customer send:

• Illegal drugs, narcotics, psychotropic substances, or contraband prohibited under Indian law.
• Explosives, firearms, ammunition, fireworks, flammable fuels, or hazardous corrosive chemicals.
• Physical currency notes, coins, bearer cheques, gold bullion, or loose precious gems.
• Live animals, pets, or livestock.
• Unpadded, fragile glassware or unprotected breakable items.

Delivery partners are entitled to inspect outer packaging and refuse carriage of any parcel reasonably suspected of containing prohibited or hazardous materials.

6. Pricing, Payment, Tolls & Parking Charges

Delivery fares are calculated dynamically based on point-to-point road distance between the designated pickup and drop-off coordinates. The estimated fare is displayed transparently before booking confirmation.

• Fares must be settled through approved payment methods (digital UPI/card payments or cash as supported).
• Any mandatory government road tolls, municipal bridge tolls, or private commercial parking charges required to enter pickup or destination premises are payable by the customer.

7. Pickup, Transit & Delivery OTP Verification

Once a booking is accepted, the customer can track the assigned delivery partner's progress in real time on the interactive map.

Mandatory Handover OTP: Every delivery run generates a secure, unique One-Time Password (OTP) on the customer application. The delivery partner is authorized to complete the trip only after the recipient provides this exact OTP at the destination doorstep. Handover without OTP is unauthorized.

8. Waiting Time, Cancellation & Refunds

To maintain fair compensation for delivery partners, reasonable waiting limits apply:

• Cancellations before a partner is dispatched or within the initial free cancellation window carry zero cancellation fee.
• If a customer cancels after the delivery partner has already traveled to and arrived at the pickup location, a nominal cancellation fee applies as per our Cancellation & Refund Policy.
• Excessive waiting at pickup or drop-off gates exceeding 5 minutes may incur standard waiting charges or result in order cancellation.

9. Failed Deliveries & Recipient Unavailability

If the recipient is unreachable, refuses to accept the parcel, or fails to provide the delivery OTP after reasonable contact attempts by the rider, the parcel will be returned to the sender. The customer remains responsible for the initial delivery fare and any approved return transit charge.

10. Customer Conduct & Safety

Customers must treat delivery partners with dignity, professionalism, and respect. Abusive language, physical threats, unlawful demands, or misrepresentation will result in immediate account termination and potential reporting to Ahmedabad law enforcement authorities.

12. Indemnity

You agree to defend, indemnify, and hold harmless ASANI SE Ventures LLP, its partners, officers, employees, and authorized agents against any claims, losses, damages, liabilities, costs, or legal expenses arising out of: (a) your breach of these Terms; (b) your violation of applicable laws; (c) the transportation of prohibited, hazardous, or undeclared goods; or (d) any third-party claims arising from packaging failure or incorrect delivery instructions provided by you.

13. Account Suspension & Termination

ASANI SE reserves the right to temporarily suspend or permanently terminate customer accounts without prior notice if we detect fraudulent activity, repeated booking cancellations after partner arrival, transmission of prohibited items, abuse of delivery partners, or violation of these Terms.

14. Privacy & Data Handling

Our collection, storage, and processing of your personal information, address coordinates, and transaction telemetry is governed by our Privacy Policy.

15. Modifications to Terms

We reserve the right to amend these Terms at any time. Updated versions will be published on this page with a revised effective date. Continued use of ASANI SE services following any update constitutes acceptance of the revised Terms.

16. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the substantive laws of the Republic of India. Any disputes, claims, or legal proceedings arising out of or in connection with these Terms or the services shall be subject to the exclusive jurisdiction of the competent courts situated in Ahmedabad, Gujarat, India.