Please read carefully
By downloading, installing, registering on, or using the Voder Platform in any manner, you confirm that you have read, understood, and unconditionally agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.
Introduction and Acceptance
These Terms constitute a legally binding agreement between you and Transolux Transport (operating the Voder platform — “Voder”, “we”, “us”, “our”) governing your access to and use of the Voder mobile application, website, and related services.
These Terms have been prepared in compliance with:
- Indian Contract Act, 1872 — contractual obligations between parties
- Consumer Protection Act, 2019 — consumer rights and dispute resolution
- Information Technology Act, 2000 — digital transactions
- Digital Personal Data Protection Act, 2023 (DPDP Act) — personal data
- Micro, Small and Medium Enterprises Development Act, 2006 — MSME transactions
- Code on Social Security, 2020 — gig worker and platform worker rights
- Motor Vehicles Act, 1988 and Amendment Act, 2019 — vehicle and driver compliance
- Goods and Services Tax Act, 2017 — applicable taxation
- Payment and Settlement Systems Act, 2007 — payment transactions
Definitions
| Term | Meaning |
|---|---|
| Platform | The Voder mobile application (Customer App and Driver App), website, and all associated APIs and services |
| Customer | A registered individual or business using the Platform to book logistics services |
| Driver | A registered independent Driver partner (gig worker) providing services through the Platform |
| Trip | A confirmed service transaction — delivery, vehicle rental, or packers & movers booking |
| Fare | The total amount payable by a Customer for a completed Trip |
| Commission | The percentage of the Trip Fare retained by Voder as a platform service fee |
| Driver Earnings | The ledger balance representing a Driver's net earnings after commissions and deductions |
| POD | Proof of Delivery — evidence (photo, signature, or OTP) confirming successful delivery |
| COD | Cash on Delivery — payment of Fare in cash to the Driver upon delivery |
| SOS | In-app emergency feature available during active trips |
User Eligibility
All users
- Must be at least 18 years of age
- Must be legally capable of entering into binding contracts under the Indian Contract Act, 1872
- Must provide accurate, truthful, and complete information
- Must not have been previously banned or suspended from the Platform
- Must hold a valid Indian mobile number for OTP-based authentication
Additional requirements for drivers
- Valid Driving Licence for the relevant vehicle category under the Motor Vehicles Act, 1988
- Own or have authorised access to a vehicle with valid RC and insurance
- Valid PAN card and all required KYC documents
- Active Indian bank account for payouts
- No prior conviction for offences involving violence, fraud, sexual offences, or similar serious crimes
Voder reserves the right to verify eligibility at any time and to suspend accounts where conditions are no longer met.
Account Registration and Security
Registration
- Registration requires a valid Indian mobile phone number verified via OTP
- Each mobile number may be associated with only one account (Customer or Driver)
- Providing false information during registration is grounds for immediate account termination
Security
- You are solely responsible for maintaining the confidentiality of your credentials
- You are fully responsible for all activities occurring under your account
- Notify Voder immediately at security@voderapp.com if you suspect unauthorised access
- Voder staff will never ask for your OTP — do not share it with anyone
Driver KYC and verification
- Drivers must submit all required documents and complete KYC before going online
- Documents are reviewed by Voder admin and the Driver is notified of approval or rejection within the stipulated period
- Drivers remain in 'Pending' status until formal admin approval
Services Offered on the Platform
Voder primarily operates as a technology-enabled platform facilitating connections between Customers and independent Driver partners. We may also coordinate operational, payment, customer-support, and compliance functions.
Delivery service
- On-demand goods transport using 2-wheelers, mini trucks, pickups, or vans
- Single-stop and multi-stop delivery (up to 10 stops per trip)
- Scheduled deliveries bookable up to 7 days in advance
Vehicle rental service
- Rental of vehicles with a Driver (LMV, HMV, HGMV categories)
- Duration: hourly (min 2 hours), daily (1–29 days), weekly (1–4 weeks)
- Phase 1 rentals are with-driver only — self-drive is not available at this time
Packers and movers service
- Door-to-door relocation for residential and office moves
- Optional labour assistance and installation services (where available)
Booking and Prohibited Items
General booking rules
- All bookings must be made exclusively through the official Voder App
- Provide accurate pickup, drop-off, and package details before confirming
- Ensure package or goods are ready at the confirmed pickup time
Goods-in-transit insurance
No goods insurance provided
Voder does not provide, arrange, underwrite, or guarantee goods-in-transit insurance for on-demand delivery, vehicle rental, or packers and movers bookings made through the Platform.
- Any declared package value you enter at booking is for operational and informational purposes only and does not create insurance coverage
- If you require insurance for loss, damage, theft, or delay during transit, you must purchase suitable coverage from a licensed insurer before handing goods to the Driver
- Voder and its Driver partners are not liable for the full declared value of goods unless expressly required under applicable law and not excluded below
- By confirming a booking, you acknowledge that transit of goods is at your own risk unless you have obtained independent insurance
Prohibited items
The following items must not be transported through the Platform. You must confirm your package contains none of these before booking:
| Category | Examples | Consequence |
|---|---|---|
| Hazardous materials | Chemicals, flammables, explosives, radioactive | Cancellation; possible police referral |
| Weapons & ammunition | Firearms, knives, ammunition | Immediate police report; permanent ban |
| Controlled substances | Narcotics, illegal drugs, psychotropics | Police report; permanent ban |
| Live animals | Any live creature | Cancellation; account warning |
| Cash & bearer instruments | Currency, demand drafts, bearer cheques | Booking cancellation |
| Human remains | Biological material, organs | Immediate cancellation; escalation |
| Illegal items | Any item prohibited under Indian law | Police report; permanent ban |
False declaration
False declaration of package contents may result in account termination and referral to law enforcement.
Fare, Pricing, and Taxes
| Component | Description |
|---|---|
| Base fare | Fixed amount based on vehicle type |
| Distance fare | Actual distance (km) × per-km rate for the vehicle type |
| Surge multiplier | Applied during high demand; always shown before confirmation |
| Waiting charges | If Driver waits beyond permitted free waiting time at pickup |
| Platform fee | Nominal fee charged by Voder for use of the Platform |
| GST | At applicable rates under the GST Act, 2017 |
| Promo discount | Applied if a valid promotional code is entered at checkout |
GST-compliant invoices are generated for every completed trip and available for download. Voder (Transolux Transport) GSTIN: 29AAYFT6656R1ZK.
Cancellation Policy
| When you cancel | Charge |
|---|---|
| During 'Searching' — no Driver assigned yet | FREE |
| After Driver assigned, before Driver arrives at pickup | Higher of ₹20 or 10% of estimated fare |
| After Driver has arrived at the pickup location | Higher of ₹50 or 20% of estimated fare |
| After package collected / pickup confirmed | Full fare; cannot be cancelled |
- Cancellation charge is displayed and requires your explicit confirmation
- Voder may cancel a booking if no Driver accepts within 5 minutes, fraud is detected, or force majeure applies
- Platform-initiated cancellations carry no charge to the Customer
Payment Terms
Accepted payment methods
- Credit cards: Visa, Mastercard, American Express
- Debit cards: Visa, Mastercard, RuPay
- UPI: Google Pay, PhonePe, Paytm, BHIM, other NPCI-approved apps
- Net banking: major Indian banks
- Cash on Delivery (COD): subject to caps below
Cash on Delivery (COD)
- COD Fare is identical to digital Fare — no extra COD fee charged
- Daily COD cap: ₹5,000 per Customer; per-trip cap: ₹2,000
- COD may be disabled for Customers with 3 or more prior COD defaults
- Driver issues a digital cash receipt upon collection
Tipping
- Optional tip amounts: ₹10, ₹20, ₹50, ₹100, or custom (maximum ₹500 per trip)
- 100% of all tips transfer to the Driver — zero commission on tips
- Tipping window: up to 1 hour after trip completion
Promo codes
- Only one promotional code per trip; stacking not permitted
- Final fare after discount cannot fall below the minimum fare of ₹49
- Abuse of referral codes or multiple account creation will result in account termination
Refunds
- Refunds processed to the original payment method within 5–7 business days
- Claims below ₹1,000 are fast-tracked within 3 business days
- 2 or more confirmed fraudulent refund claims result in permanent account termination
MSME / Enterprise Customer Terms
Applies to business entities — including registered MSMEs — using enterprise accounts on the Voder Platform.
Enterprise account registration
- Available for businesses booking Voder services on a regular or high-volume basis
- Must provide valid GSTIN, business registration documents, and authorised representative details at registration
- MSMEs registered under the Udyam Registration portal may declare MSME status to avail applicable preferential commercial terms
- Enterprise Customers who are income-tax deductors must comply with applicable TDS obligations — refer to the TDS Policy
MSMED Act, 2006 — payment obligations
| MSMED Act provision | Applicability |
|---|---|
| Section 15 — Payment timelines | When Voder is the buyer engaging registered MSME vendors, payment within 45 days of acceptance |
| Section 16 — Compound interest on delay | If delayed beyond statutory limit, compound interest at 3× the RBI bank rate is payable from the due date |
| Section 17 — Recovery of dues | MSME suppliers may approach the MSME Facilitation Council for recovery if Voder defaults |
| Section 18 — Dispute resolution | Unresolved payment disputes with MSME vendors may be referred to the MSME Facilitation Council or the MSME Samadhaan portal |
Enterprise payment terms
- Billed monthly or per-trip as per the enterprise agreement
- All invoices are GST-compliant and issued within 7 days of service completion
- Enterprise customers may request MSME-related declarations from Voder for their own compliance filings
Vehicle Rental — Specific Terms
Pricing modes
| Option | Description |
|---|---|
| Option 1 — Base only | Customer pays Driver + vehicle base rate. Fuel, tolls, parking are Customer's responsibility, reconciled separately at trip end. |
| Option 2 — All-inclusive | Single bundled price covering Driver, vehicle, fuel, toll, and parking allowance. No surprise additional charges. |
A mandatory Disclosure Notice is shown when selecting Option 1. You must tap “I Understand” to proceed — this is logged and constitutes informed consent to bear those costs.
Exclusive allocation & overtime
- Once a rental is confirmed, the assigned Driver+vehicle pair is exclusively locked for the full booking duration
- Any attempt to contact the Driver for off-platform arrangements is a breach of these Terms
- 15-minute grace period after scheduled return — no additional charge
- Overtime billed in 15-minute blocks; default rate: standard hourly rate + 15% premium
- Push notifications sent at 15, 30, and 60 minutes into overtime
Packers and Movers — Specific Terms
Labour options
| Option | Scope |
|---|---|
| Driver only (self-service) | Max 50 kg per item; no large furniture/appliances; max 3 floors without lift; Customer must have on-site assistance |
| Driver + helper (full service) | No weight restriction; all furniture and appliances; multi-floor movement included |
Goods-in-transit insurance
No goods insurance provided
Voder does not provide goods-in-transit insurance for packers and movers bookings. Customers who need coverage must purchase suitable insurance from a licensed insurer before handing goods to the Driver or crew.
- Declared value and packaging details do not create insurance coverage
- Damage, loss, or delay claims are handled under Voder's general liability limits in Section 23 unless mandatory law provides otherwise
- Customers are responsible for adequate packaging to reduce transit risk
Driver Partner Terms
Independent contractor status
Drivers who access the Voder Platform are independent contractors, not employees, agents, joint venture partners, or franchisees of Voder (Transolux Transport). Nothing in these Terms creates an employment, partnership, or principal-agent relationship. Drivers are solely responsible for their own tax filings, GST registration (if applicable), and compliance with applicable labour laws.
Driver obligations
- Maintain valid and unexpired driving licence, vehicle RC, insurance, and PAN at all times
- Go online only with a roadworthy and validly insured vehicle
- Behave courteously and professionally towards all Customers and Voder staff
- Capture valid Proof of Delivery (photo, signature, or OTP) for every completed delivery
- Report accidents, incidents, or damage to goods to Voder support immediately
- Maintain a minimum average star rating of 4.2 over the last 100 trips
Commission and payout structure
| Service | Driver earnings | Voder commission |
|---|---|---|
| Delivery service | 80% of fare | 20% |
| Vehicle rental service | 85% of fare | 15% |
| Packers and movers | 70–75% of fare | 25–30% (configurable) |
| Tips | 100% of tip | 0% |
- Payouts processed via Razorpay Route to the Driver's linked bank account (T+1 business days)
- Instant Payout available for a nominal fee of ₹10–15 per request
Driver earnings ledger
| Outstanding balance | Action |
|---|---|
| ₹300 and above | Warning notification sent to Driver |
| ₹500 and above | Soft block — Driver cannot go online until balance settled |
| ₹1,000 and above | Hard block — account suspended until full settlement |
Driver Partner Gig Worker Policy
Voder's policy on the rights, status, and social security framework applicable to Driver partners under India's evolving labour laws, including the Code on Social Security, 2020.
Status
Voder Driver partners are generally treated as independent partners (gig workers) rather than employees. They typically do not receive traditional employee benefits such as PF, gratuity, or paid leave unless covered by specific government schemes or future social security programs for gig workers.
Voder's obligations as a platform aggregator
| Obligation | Details |
|---|---|
| Social Security Fund contribution | 1–2% of annual turnover (capped at 5% of amount payable to platform workers), once notified |
| Registration of platform workers | Facilitate registration of eligible Driver partners on the government's platform worker database |
| Accident insurance coverage | Voder may provide or partner with insurers to make accident insurance available, where commercially feasible or required by law |
| E-Shram registration | Driver partners are encouraged to self-register on the e-Shram portal to access government welfare schemes |
What gig worker status means in practice
| Aspect | Position for Voder Driver partners |
|---|---|
| Provident Fund (PF) | Not applicable — Driver partners are not employees |
| Gratuity | Not applicable under the Payment of Gratuity Act, 1972 |
| Paid leave | No statutory paid leave entitlement; Drivers choose their own schedule |
| ESI | Not currently applicable; SS Code 2020 notifications may extend coverage to platform workers in the future |
| Accident insurance | Voder may facilitate access where commercially feasible or required by law |
| Income Tax | Drivers are responsible for their own filings; Voder issues Form 16A for TDS deducted if applicable |
| GST registration | Drivers exceeding the GST threshold must register independently |
User Conduct — Prohibited Activities
Prohibited for all users
- Providing false, misleading, or inaccurate information
- Impersonating another person or entity
- Using the Platform for any illegal purpose or in violation of Indian law
- Harassing, threatening, intimidating, defaming, or abusing any user, Driver, or Voder employee
- Attempting to circumvent Voder's commission structure by arranging off-platform cash payments
- Creating multiple accounts to exploit promotions, evade bans, or abuse the referral programme
- Attempting to reverse-engineer, hack, decompile, or tamper with the App or any Voder system
- Misusing the SOS emergency feature (3 confirmed false activations result in a warning; further misuse may lead to suspension)
Prohibited for customers
- Pressuring a Driver to transport any prohibited item
- Refusing to pay the applicable Fare upon delivery, including COD amounts
- Filing false or frivolous disputes or refund claims
Prohibited for drivers
- Cancelling trips arbitrarily or manipulating the dispatch algorithm in bad faith
- Tampering with GPS data, misreporting location, or falsifying trip statuses
- Conducting unauthorised off-platform cash transactions with Customers
- Allowing another person to operate your Driver account
Rating and Review System
- After each completed trip, both Customers and Drivers may rate each other (1–5 stars)
- Rating window: 24 hours from trip completion; auto-rated neutral thereafter
- Ratings may be edited only within 1 hour of submission
- Profanity filters applied; flagged content removed pending admin review
Driver performance is managed against a consistent rating ladder measured as the average star rating over the last 100 trips:
| Average rating | Action |
|---|---|
| 4.2 and above | Good standing |
| 3.8 – 4.19 | Performance warning |
| 3.5 – 3.79 | Coaching programme |
| Below 3.5 | Suspension review |
Proof of Delivery (POD)
- Drivers must capture valid POD (photo, signature, or OTP) for every completed delivery
- Customers have 24 hours from delivery to Confirm or Dispute delivery
- Auto-confirmation occurs if no action is taken within 24 hours
A confirmed or auto-confirmed POD constitutes binding acknowledgement of delivery and substantially limits your ability to file damage or non-delivery claims thereafter.
Disputes, Complaints & Consumer Protection
Filing a complaint
- Complaints filed from trip detail screen or Profile → Help & Support
- Complaints may also be emailed to support@voderapp.com
- Categories: Driver behaviour, wrong delivery, damage, overcharge, safety concern, other
- Target initial response time: 48 hours from submission
Escalation path
| Level | Handler |
|---|---|
| L1 — Customer Support Agent | First point of contact for all complaints |
| L2 — Team Lead | If Customer is unsatisfied with L1 resolution |
| L3 — Operations Manager | If Customer is unsatisfied with L2 resolution |
Consumer Protection Act, 2019
Customers who are consumers within the meaning of the Consumer Protection Act, 2019 have the right to approach the appropriate Consumer Disputes Redressal Commission if unsatisfied with Voder's resolution. Voder's Grievance Officer also serves as the nodal officer for consumer complaints.
SOS Emergency Feature
- SOS button accessible during all active trips (from Driver assigned through delivered)
- 3-second press-and-hold activation prevents accidental triggers
- On activation: admin alerted in real-time, emergency contacts receive SMS, live location link generated, optional audio recording starts
- Admin target response: acknowledgement within 2 minutes; active response within 5 minutes
- Misuse: 3+ confirmed false activations result in a warning; further misuse may result in account suspension
Intellectual Property
All content on the Voder Platform — including the App design, Voder logo and branding, software code, text, graphics, and data architecture — is owned by or licensed to Transolux Transport and protected under the Copyright Act, 1957 and Trade Marks Act, 1999. You may not reproduce, modify, sell, or distribute any Platform content without Voder's prior written permission.
Disclaimer of Warranties
The Platform is provided on an “AS IS” and “AS AVAILABLE” basis. Voder does not warrant that the Platform will be uninterrupted or error-free, that GPS or route estimates will be accurate, or that any specific Driver's behaviour will meet any particular standard. Voder is a technology marketplace; actual transport services are provided by independent Driver partners.
Force Majeure
Voder shall not be liable for any delay, interruption, cancellation, or failure to perform arising from events beyond its reasonable control, including natural disasters, floods, earthquakes, strikes, labour disputes, war, civil unrest, government actions, internet outages, telecommunications failures, payment gateway failures, pandemics, epidemics, or other force majeure events.
Limitation of Liability
- Voder's aggregate liability for any claim shall not exceed the total Fare paid for the specific Trip giving rise to the claim
- Voder shall not be liable for indirect, incidental, or consequential damages
- Voder shall not be liable for the acts or omissions of any Driver or third-party service provider
- Voder does not provide goods-in-transit insurance; loss or damage to goods in transit is subject to the limits in this Section and Section 6
Nothing in this Section limits Voder's liability for death or personal injury caused by Voder's negligence, or any liability that cannot be excluded under Indian law.
Indemnification
You agree to indemnify and hold harmless Voder (Transolux Transport), its directors, officers, and agents from and against all claims, liabilities, losses, damages, and costs (including legal fees) arising from: your breach of these Terms; violation of any third-party rights; false information provided by you; damage caused by you as Driver to a Customer's goods; or any off-platform arrangement entered into with another user.
Account Suspension and Termination
Termination by Voder
- Breach of Terms; fraudulent or illegal activity
- Persistent low ratings; expired Driver documents
- SOS, dispute, or refund system abuse
- Conduct harmful to other users or Voder
Termination by you
- Profile → Privacy Settings → Delete Account
- 30-day soft-delete grace period — account recoverable by logging in within this window
- Outstanding payments must be settled before deletion is accepted
Governing Law, Jurisdiction & Dispute Resolution
Governing law
These Terms are governed by and construed in accordance with the laws of the Republic of India.
Jurisdiction & arbitration
Subject to the arbitration clause, any dispute shall be subject to the exclusive jurisdiction of the courts situated in Davangere, Karnataka, India. Disputes not resolved by negotiation within 30 days shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. Seat of arbitration: Davangere, India. Language: English.
Consumer forum rights
Nothing in the arbitration clause deprives any Customer who is a “consumer” under the Consumer Protection Act, 2019 of their statutory right to approach the appropriate Consumer Disputes Redressal Commission.
Modifications to These Terms
Voder may modify these Terms at any time. Material changes will be communicated via in-app push notification, in-app banner on next launch, and email (if provided). Your continued use of the Platform after the effective date constitutes acceptance of the changes.
Grievance Officer
Use the contact card below to reach the Grievance Officer for any escalation or formal complaint.