Service Policy
Effective Date: 2 Dec 2025
GoTej, a partnership ("we," "us," or "our") operates the GoTej (customer app) and GoTej Rider (agent app) platforms. This Service Policy outlines our delivery service types, operational guidelines, package requirements, prohibited items, and service limitations for hyperlocal, intercity, interstate, and international deliveries using verified traveler agents.
1. Service Types
| Delivery Type | Distance | Transport Mode | Max Weight | Handoff Points |
|---|---|---|---|---|
| Hyperlocal | Up to 50km | Bike/Car | 20kg | Direct pickup/drop |
| Intercity | 50-500km | Train | 10kg | Railway stations |
| Interstate | 500-2000km | Train | 10kg | Railway stations |
| International | Global | Flight | 5kg | Airports |
Note: Customers must handle station/airport drop-off and pick-up for intercity/international services.
2. Package Requirements
Acceptable Packages:
- Dimensions: Max 60x40x40 cm (train/flight compliant)
- Securely packed with customer labels
- Non-perishable items only
- Value under ₹50,000 (customer responsibility)
Mandatory Documentation:
- Customers: Accurate pickup/drop addresses + contact numbers
- Agents: PNR verification (train) or ticket upload (flight)
3. Prohibited Items
Strictly Forbidden (Immediate Cancellation, No Refund):
- Hazardous materials (chemicals, batteries, fuels)
- Weapons, explosives, firearms
- Illegal substances/drugs
- Liquids, alcohol, perishables requiring refrigeration
- Live animals/plants
- Fragile valuables (electronics without proper packing)
- Cash, jewelry, documents of high value
- Any items violating Indian Railways/Airport regulations
4. Delivery Process
Customer Flow:
- Enter pickup/drop locations and package details
- Select service type and confirm 25% booking payment
- Receive agent assignment notification
- Track live via maps (hyperlocal) or train/flight status (intercity)
- Provide OTP at delivery handoff
Agent Flow:
- Accept matching tasks with verified travel documents
- Navigate to pickup, upload package photo
- Transport during scheduled journey
- Upload delivery photo + obtain receiver OTP
Photo Proofs Mandatory: Pickup and delivery photos required for all tasks.
5. Delivery Time Estimates
| Service Type | Estimated Time | Factors Affecting Delivery |
|---|---|---|
| Hyperlocal | 1-4 hours | Traffic, agent availability |
| Intercity | Train schedule + 2 hours | Train delays, station handoff |
| Interstate | Train schedule + 4 hours | Multiple handoffs |
| International | Flight schedule + customs | Airport clearance, customs |
Important: Times are estimates only. Delays due to train/flight schedules, customs, or agent availability are beyond our control.
6. Service Limitations
What We Provide:
- Platform to connect customers with verified agents
- Real-time tracking and communication tools
- Payment processing via Razorpay
- Train/flight status integration (IRCTC APIs)
What We Do NOT Provide:
- Ownership or insurance of packages
- Guaranteed delivery times
- Liability for agent actions or package contents
- Dedicated transport vehicles
- Customs clearance services
7. Service Area Coverage
- Primary: Major Indian cities and connected railway networks
- Expansion: New cities/stations added regularly
- Unavailable: Remote areas without railway/airport connectivity
8. Quality Standards
Agent Requirements:
- Aadhaar verified with admin approval
- Active travel documents (PNR/tickets)
- 95%+ completion rate maintained
- Photo proof submission compliance
Customer Responsibilities:
- Accurate location details
- Package weight/dimensions compliance
- Station/airport availability during handoff windows
9. Service Interruptions
Temporary Suspension Possible Due To:
- Severe weather/natural disasters
- Government transport restrictions
- Nationwide railway/airline disruptions
- Technical outages (full refunds provided)
10. Contact Support
Service Issues:
Email: contact@gotej.in
Response Time: 30 minutes for urgent issues, 24 hours for general queries.
11. Policy Updates
We may modify this Service Policy with 7 days notice via app notifications. Continued use constitutes acceptance.
By using GoTej services, you agree to comply with this Service Policy and all applicable laws and transport regulations.