Terms & Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you and Totowala Technologies Private Limited, a company incorporated under the laws of India ("TotoWala", "we", "our", or "us"), governing your access to and use of the TotoWala mobile application for Riders, the TotoWala for Drivers mobile application, the website at totowala.in, and all associated services (collectively, the "Platform"). TotoWala is a zero-commission ride aggregator platform operating across Bihar, India, through which Riders can book on-demand rides and Drivers can receive and fulfil ride requests.

These Terms, together with our Privacy Policy available at totowala.in/privacy-policy, constitute the entire agreement between you and TotoWala regarding your use of the Platform and supersede all prior and contemporaneous representations, understandings, agreements, or communications between you and TotoWala, whether written or oral, relating to the subject matter herein.

By downloading, installing, registering on, or using the Platform in any manner, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you do not agree to these Terms, you must immediately cease all use of the Platform.

These Terms apply to all categories of users - including riders who use the TotoWala app to book rides, and drivers who use the TotoWala for Drivers app to provide transportation services. Where certain provisions apply only to riders or only to drivers, this is stated explicitly.

In these Terms, the following words and expressions have the meanings given below:

• "Platform" means the TotoWala rider application, the TotoWala for Drivers application, the website totowala.in, and all related services and features.
• "User" means any person who accesses or uses the Platform, including Riders and Drivers.
• "Rider" means an individual registered on the TotoWala rider app who uses the Platform to book transportation services.
• "Driver" means an individual registered on the TotoWala for Drivers app who offers transportation services through the Platform.
• "Services" means the on-demand ride aggregation and transportation facilitation services - including Toto (electric rickshaw), Bike taxi, Auto rickshaw, and Cab rides - offered through the Platform.
• "Ride" means a single trip booked by a Rider and accepted by a Driver through the Platform.
• "Active Ride" means a Ride that has been accepted by a Driver and is in progress.
• "Fare" means the total amount payable by the Rider to the Driver for a completed Ride, as calculated and displayed by the Platform at the time of booking.
• "Zero Commission Model" means TotoWala's policy of not deducting any platform commission or service fee from the Fare earned by Drivers.
• "Content" means all text, images, data, feedback, ratings, reviews, and other information submitted to or generated on the Platform by Users.

TotoWala is a technology-based ride aggregator platform. Through the Platform, Riders can request on-demand rides, nearby available Drivers are notified of the request, and a Driver may accept the booking. Once accepted, the Rider can track the Driver's real-time location, communicate with the Driver through the app, and complete the trip - all within the TotoWala Platform.

While TotoWala facilitates the entire booking experience - from ride request and driver matching to navigation and payment - the actual transportation service is provided by the Driver, who is an independent contractor. Drivers are not employees, agents, or representatives of Totowala Technologies Private Limited.

The Platform currently supports the following vehicle categories: Toto (electric rickshaw), Bike taxi, Auto rickshaw, and Cab. Services are available across Bihar, India. TotoWala may add, modify, or discontinue vehicle categories or operating areas at any time with reasonable notice.

TotoWala does not guarantee continuous, uninterrupted, or error-free availability of the Platform or its Services. Scheduled or unscheduled maintenance, network conditions, and other factors beyond our control may affect service availability.

4.1 Age Requirement

You must be at least 18 years of age to register and use the Platform. By registering, you represent and warrant that you are 18 years of age or older. TotoWala reserves the right to terminate accounts found to belong to minors.

4.2 Account Registration

Registration requires you to provide a valid Indian mobile number, which will be verified by a one-time password (OTP). You must provide accurate, current, and complete information at the time of registration and keep your account information updated. Providing false, misleading, or incomplete information is grounds for account suspension or termination.

4.3 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must not share your account, OTP, or login access with any other person. If you suspect unauthorised access to your account, you must notify us immediately at [email protected].

4.4 One Account Per User

Each individual may hold only one Rider account and one Driver account. Creating multiple accounts to circumvent restrictions, obtain promotions, or manipulate the Platform is strictly prohibited. Duplicate accounts will be terminated without notice.

5.1 Booking a Ride

Riders must provide accurate pickup and drop-off location information when booking a ride. Inaccurate location details that result in delays, missed pickups, or incorrect fares are the Rider's responsibility. The Fare displayed at the time of booking confirmation is the agreed amount for the trip, subject to any route changes mutually agreed during the ride.

5.2 Conduct During Rides

Riders must treat Drivers with respect and courtesy at all times. Abusive, threatening, intimidating, or violent behaviour towards Drivers is strictly prohibited and will result in immediate account suspension. Riders must comply with the Driver's reasonable and lawful instructions regarding vehicle use and safety during the ride.

5.3 Liability for Damage

Riders are financially liable for any damage caused to the Driver's vehicle during the ride as a direct result of the Rider's actions or negligence. TotoWala may facilitate the recovery of such costs and may suspend a Rider's account pending resolution of a damage claim.

5.4 Payment Obligation

Riders are obligated to pay the agreed Fare upon completion of each ride. Failure to pay, attempting to leave without paying, or fraudulently disputing legitimate charges may result in account suspension and recovery proceedings.

5.5 Reporting Incidents

Riders must report any safety concern, incident, misconduct, or emergency during a ride using the in-app SOS or support feature, or by contacting TotoWala at +91 80882 57606. Prompt reporting helps TotoWala investigate incidents and take appropriate action.

6.1 Eligibility and Verification

To register as a Driver, you must complete TotoWala's onboarding and verification process, which includes submission of: a valid driving licence appropriate for the vehicle category you intend to operate; a vehicle registration certificate (RC) in your name or with valid authorisation; a government-issued photo identity document (Aadhaar card, PAN card, or Voter ID); vehicle insurance covering commercial use; a profile photograph; and a live selfie for identity verification.

6.2 Independent Contractor Status

Drivers are independent contractors and not employees, agents, partners, or joint venturers of Totowala Technologies Private Limited. TotoWala does not direct or control the physical manner in which Drivers perform rides, the specific routes they take, or the hours they choose to be available. Nothing in these Terms creates an employment relationship.

6.3 Compliance with Laws

Drivers must comply with all applicable traffic laws, road safety regulations, motor vehicle regulations, and the directions of traffic and transport authorities at all times. Drivers are solely responsible for any fines, penalties, or legal consequences arising from violations of applicable laws.

6.4 Vehicle Standards

Drivers are solely responsible for maintaining their vehicles in a safe, roadworthy, and clean condition at all times. Vehicles must be validly registered and covered by appropriate insurance while the Driver is active on the Platform.

6.5 Non-Discrimination

Drivers must not refuse or cancel rides, or treat Riders unfairly, on the basis of religion, caste, gender, disability, age, destination, or any other protected characteristic. Discriminatory conduct will result in permanent removal from the Platform.

6.6 Location and Availability

Drivers must keep location services enabled on their device while the TotoWala for Drivers app is active. Background location access is used exclusively during Active Rides for Rider safety and real-time tracking, and stops automatically when the ride ends.

6.7 Zero Commission Model

Under TotoWala's Zero Commission Model, Drivers receive 100% of the Fare paid by the Rider for each completed ride. TotoWala does not deduct any platform commission or service fee from Driver earnings. This model may be subject to change with prior notice to Drivers.

6.8 Suspension and Removal

TotoWala may suspend or permanently remove a Driver from the Platform for safety violations, fraud, sustained poor ratings, failure to maintain required documentation, discriminatory conduct, or any material breach of these Terms.

7.1 Fare Calculation

Fares are calculated based on factors including trip distance, duration, vehicle category, and current demand conditions. The estimated Fare is displayed to the Rider before booking confirmation. The final Fare payable may differ from the estimate if the route or trip duration changes during the ride.

7.2 Payment Processing

All payments are processed through a third-party payment gateway. TotoWala does not store your payment card details, UPI credentials, net banking passwords, or bank account information. TotoWala receives only a transaction reference identifier and payment status confirmation.

7.3 Zero Commission

7.4 Fare Disputes

Any dispute regarding a fare must be raised with TotoWala's support team within 24 hours of the completion of the ride in question. TotoWala will review the relevant trip data and endeavour to resolve the dispute fairly. TotoWala's determination on fare disputes shall be final.

7.5 Donations

TotoWala provides an optional in-app donation feature. Donations are entirely voluntary and are processed through the payment gateway. Confirmed donations are non-refundable.

8.1 Cancellation by Rider

Riders may cancel a booking at any time before a Driver accepts the ride without any penalty. Cancellations made after a Driver accepts the booking but before the Driver arrives at the pickup location may attract a nominal cancellation fee. Cancellations made after the Driver has arrived at the pickup location may incur a higher cancellation fee to compensate the Driver for waiting time.

8.2 Cancellation by Driver

Drivers may cancel an accepted ride only for genuine safety, operational, or emergency reasons. Drivers must not cancel rides to be selective about destinations or to manipulate Platform metrics. Excessive or unjustified cancellations by Drivers will result in penalties and may lead to suspension.

8.3 Repeated Cancellations

Patterns of repeated or abusive cancellations by either Riders or Drivers may result in temporary or permanent account restrictions at TotoWala's sole discretion.

9.1 Masked Voice Calls

All voice calls initiated through the Platform between Riders and Drivers are routed through a third-party communication provider's masked calling system. Neither the Rider's nor the Driver's actual mobile number is disclosed to the other party during or after the call.

9.2 In-App Chat

Riders and Drivers may communicate through the in-app chat feature during Active Rides. Chat messages are stored securely and may be reviewed by TotoWala's safety team in the event of a complaint or dispute. In-app chat must be used solely for ride-related communication. Harassment, threats, offensive language, or unsolicited messages are strictly prohibited.

9.3 Platform Notifications

By registering on the Platform, you consent to receiving transactional communications including OTP messages, booking confirmations, ride status updates, and support responses via SMS and push notification. These communications are essential for the functioning of the Platform and cannot be fully opted out of while you maintain an active account.

10.1 Platform Safety Measures

TotoWala implements a number of safety measures including Driver identity and document verification, real-time ride tracking during Active Rides, masked communications between Riders and Drivers, and an in-app SOS feature. These measures are designed to reduce risk, but do not guarantee the elimination of all safety incidents.

10.2 SOS Feature

The in-app SOS feature is available to both Riders and Drivers during Active Rides. Activating SOS will alert TotoWala's safety response team and may result in your real-time location being shared with emergency contacts or law enforcement authorities as appropriate. The SOS feature must be used only in genuine emergencies. Misuse of the SOS feature may result in account action.

10.3 User Responsibility for Safety

Notwithstanding TotoWala's safety measures, Riders and Drivers are primarily responsible for their own personal safety. TotoWala strongly encourages all Users to exercise their own judgment and caution and to report any unsafe behaviour immediately through the Platform or by contacting +91 80882 57606.

Both Riders and Drivers may rate each other following the completion of a ride. Ratings and written reviews submitted on the Platform must be honest, accurate, and relate specifically to the ride experience. Ratings and reviews must not contain abusive, defamatory, discriminatory, or fabricated content.

TotoWala uses aggregated ratings to monitor and maintain service quality. Accounts with consistently low ratings may be subject to review, temporary restriction, or permanent suspension. TotoWala reserves the right to remove any review that is fraudulent, abusive, irrelevant, or in violation of these Terms, without prior notice.

The following conduct is strictly prohibited on the Platform:

• Using the Platform for any unlawful purpose or in violation of any applicable Indian law or regulation.
• Impersonating any person or entity, or misrepresenting your identity or affiliation.
• Reverse engineering, decompiling, disassembling, or attempting to extract the source code of any TotoWala application.
• Using automated tools, bots, scrapers, or scripts to access, interact with, or collect data from the Platform without authorisation.
• Manipulating GPS or location data to falsify trip routes, distances, or pickup and drop-off points.
• Conducting fraudulent transactions, making false reports, or exploiting promotional features in bad faith.
• Harassing, threatening, intimidating, or engaging in violent behaviour towards any other User.
• Transporting illegal goods, prohibited substances, or persons for unlawful purposes through the Platform.
• Interfering with the technical operation, security, or integrity of the Platform or its supporting infrastructure.
• Collecting or harvesting any personal data of other Users from the Platform without their consent.

Violation of any of the above may result in immediate account suspension or termination, and may be reported to law enforcement authorities.

All intellectual property rights in and to the Platform - including the TotoWala name, logo, trademarks, service marks, application interfaces, design elements, software code, proprietary algorithms, and all other content - are the exclusive property of Totowala Technologies Private Limited or its licensors, and are protected under applicable Indian and international intellectual property laws.

Subject to your compliance with these Terms, TotoWala grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for its intended purpose of booking or providing rides. This licence does not include any right to sublicense, reproduce, modify, distribute, publicly display, or create derivative works from any part of the Platform.

Any feedback, suggestions, or ideas you submit to TotoWala regarding the Platform may be used by TotoWala for any purpose without any obligation to compensate you.

Your privacy is important to us. The collection, use, storage, and sharing of your personal information - including location data, communications, payment data, and device information - is governed by our Privacy Policy, available at totowala.in/privacy-policy.

By using the Platform, you acknowledge that you have read and understood our Privacy Policy and consent to the processing of your personal information as described therein. If you do not agree to our Privacy Policy, you must discontinue use of the Platform.

TotoWala operates as a technology-based ride aggregator platform that facilitates the booking process, driver matching, real-time trip tracking, communications, and payment handling between Riders and independent Drivers. The actual transportation service for each trip is performed by the Driver, who is an independent contractor.

Disclaimer of Warranties: To the maximum extent permitted by applicable law, the Platform and Services are provided on an "as-is" and "as-available" basis without any warranty of any kind, whether express or implied. TotoWala expressly disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

To the maximum extent permitted by applicable law, TotoWala shall not be liable for:

• The acts, omissions, errors, negligence, misconduct, or breach of duty of any Driver or Rider.
• Any loss of life, personal injury, property damage, or financial loss arising from or in connection with a ride arranged through the Platform.
• Any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the Platform.
• Loss of data, business interruption, or service unavailability.
• The conduct of third-party service providers used in the delivery of Platform services.

To the extent that any liability of TotoWala cannot be excluded under applicable law, TotoWala's aggregate liability to you for any claim arising from your use of the Platform shall not exceed the Fare amount paid by you for the specific ride giving rise to the claim.

Nothing in these Terms excludes or limits TotoWala's liability for death or personal injury caused directly by TotoWala's own gross negligence or wilful misconduct.

You agree to defend, indemnify, and hold harmless Totowala Technologies Private Limited and its directors, officers, employees, agents, and representatives from and against any and all claims, demands, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of or access to the Platform; (b) your violation of any provision of these Terms; (c) your violation of any applicable law or regulation; (d) your infringement of any third-party rights, including intellectual property or privacy rights; or (e) any dispute between you and another User.

17.1 Informal Resolution

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or the use of the Platform, the parties will first attempt to resolve the matter through good-faith discussion. You must contact TotoWala at [email protected] describing the nature of your dispute. TotoWala will acknowledge your complaint within 24 hours and endeavour to reach an amicable resolution within 30 days.

17.2 Arbitration

If a dispute cannot be resolved through informal discussion within 30 days, it shall be referred to and finally resolved by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended. The seat and venue of arbitration shall be Bhagalpur, Bihar, India. The arbitration shall be conducted in English or Hindi. Each party shall bear its own costs of arbitration unless the arbitrator directs otherwise. The arbitrator's decision shall be final and binding.

17.3 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted on an individual basis and not as part of a class, consolidated, or representative action. You waive the right to participate as a plaintiff or class member in any purported class action or representative proceeding.

17.4 Injunctive Relief

Notwithstanding the above, either party may seek emergency injunctive or other equitable relief from a court of competent jurisdiction where necessary to prevent immediate or irreparable harm pending arbitration.

You may delete your account at any time through the app settings or by contacting support at [email protected]. Upon deletion, your access to the Platform will be revoked. Certain data may be retained as required by applicable law or for legitimate business purposes as described in our Privacy Policy.

TotoWala reserves the right to suspend or permanently terminate your access to the Platform at any time, with or without prior notice, for reasons including but not limited to: violation of these Terms; fraudulent, abusive, or illegal activity; safety threats to any person; sustained poor ratings; or conduct that is otherwise harmful to TotoWala, its Users, or its reputation.

Upon termination of your account for any reason, your licence to use the Platform ceases immediately. The following sections survive termination and remain in full force: Definitions (Section 2), Intellectual Property (Section 13), Limitation of Liability (Section 15), Indemnification (Section 16), Dispute Resolution (Section 17), Force Majeure (Section 19), Waiver (Section 20), and Governing Law (Section 22).

TotoWala shall not be held liable for any delay, disruption, or failure to perform its obligations under these Terms to the extent that such delay or failure is caused by a force majeure event - that is, any event beyond TotoWala's reasonable control, including but not limited to acts of God, natural disasters, floods, earthquakes, fires, epidemics or pandemics, wars, armed conflict, civil unrest, strikes or industrial action, government orders or regulations, power or telecommunications failures, or internet outages.

Where a force majeure event occurs, TotoWala will endeavour to notify Users of the disruption and resume normal service operations as soon as reasonably practicable. The occurrence of a force majeure event does not affect your obligation to pay for rides completed prior to the event.

No failure or delay by TotoWala in exercising any right, power, or remedy under these Terms shall operate as a waiver of that right, power, or remedy. No waiver of any provision of these Terms shall be effective unless made in writing and signed by an authorised representative of Totowala Technologies Private Limited. A waiver of any breach of these Terms shall not be construed as a waiver of any subsequent breach of the same or any other provision.

Totowala Technologies Private Limited reserves the right to amend, update, or replace these Terms at any time. For material changes, we will provide at least 7 days' advance notice through an in-app notification, a prominent notice on our website, or an email to your registered address. The "Last Updated" date at the top of this page will reflect the date of the most recent revision.

Your continued use of the Platform after the effective date of any revised Terms constitutes your acceptance of the changes. If you do not agree to the revised Terms, you must stop using the Platform and may request account deletion.

These Terms and Conditions are governed by and shall be construed in accordance with the laws of India, without regard to its conflict of law principles. Subject to the arbitration provisions in Section 17, any legal action or proceeding arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts at Bhagalpur, Bihar, India.

If any provision of these Terms is held to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed from the remaining Terms, which shall continue in full force and effect.

In accordance with the Information Technology Act, 2000 and the rules made thereunder, Totowala Technologies Private Limited has designated a Grievance Officer to address complaints and concerns. If you have any grievance relating to the Platform, its services, or these Terms, you may contact our Grievance Officer:

We will acknowledge your grievance within 24 hours of receipt and endeavour to resolve it within 30 days.

For any questions, concerns, or requests relating to these Terms and Conditions, please contact us: