Terms & Conditions

4.1 Packing List & Estimate

FleetGo will provide a detailed packing list and estimated cost after inspection and repacking.

4.2 Customer Confirmation

Customers must review and confirm the estimate, and make full payment before dispatch.

4.3 Mandatory Payment

No consignment will be shipped without prior approval and full payment.

4.4 Taxes & Duties

All applicable taxes, duties, and government levies (domestic or international) are to be borne by the customer.

4.5 Payment Mode

Payments must be made through approved company channels only (bank transfer, UPI, or other official modes). Cash or unofficial payments will not be accepted.

4.6 Additional Charges

Any extra charges arising due to address change, re-delivery, storage, or special handling will be billed separately and must be cleared before final delivery.

4.7 Documentation Responsibility

Customers must ensure all required documents (invoice, ID proof, clearance forms, etc.) are provided accurately. FleetGo will not be liable for delays or penalties caused by incomplete/incorrect documents submitted by the customer.

4.8 Customer Address & Contact Details

Customers shall provide accurate delivery details in the following format along with an active and reachable mobile number and email ID:

• Receiver name
• Floor
• House no / name
• Building no / name
• Street name
• Town
• City
• Zip code
• Country
• Active mobile
• Email ID

4.9 Consequences of Incorrect Information

In case of wrong, incomplete, or incorrect address/contact information, delivery may be delayed or, in certain circumstances, the consignment may be destroyed or confiscated by the local delivery partner without liability to FleetGo.

4.10 Non-Refundable

Once payment is made and shipment is in process, charges are non-refundable, even if the customer cancels or modifies the consignment.

4.11 Declared Value Requirement

Customers must declare the value of the consignment at the time of booking. If no value is declared or the declared value field is left blank, the value shall be deemed to be ₹500 (Five Hundred Rupees Only) for the purposes of liability limitation.

5.1 Return Before Dispatch

In the event that a customer requests the return of a consignment before dispatch from FleetGo's hub, the customer shall bear all applicable return handling, packing, and courier charges. FleetGo's designated return staff shall coordinate the return process, and such return shall be initiated only upon receipt of full payment of the applicable charges.

5.2 Holding Period for Unpaid Returns

If the required payment is not made, FleetGo reserves the right to hold the consignment for a maximum period of seven (7) days from the date of return request or payment notification. Upon expiry of this holding period, FleetGo shall have the right to dispose of or destroy the consignment without any further notice, and FleetGo shall not be liable or responsible for any loss, damage, or claims arising therefrom.

5.3 Repacking Requests

Where a customer requests a reduction in declared or volumetric weight after packing, including removal of items from a packed box, the consignment shall be subject to mandatory repacking charges. Such repacking costs shall be communicated by the sales team and must be approved and paid by the customer prior to further processing or dispatch.

5.4 Charges Must Be Settled

FleetGo shall not proceed with dispatch, return, repacking, or any further handling of the consignment until all applicable charges are fully settled through approved payment channels.

5.5 Return to Origin (RTO) Charges – Refusal or Customs Issues

If the Receiver refuses delivery, is not available, acts unavailable at the destination address, or if Customs authorities refuse entry or clearance of the consignment, the Customer shall be liable for all Return to Origin (RTO) charges, which typically equal the outbound freight plus any import duties, penalties, or storage charges incurred at the destination.

If the Customer refuses to pay RTO charges within seven (7) days of notification, the consignment will be abandoned or destroyed at the destination, and the Customer shall remain liable for the original outbound freight charges and any additional costs incurred.

5.6 Return Consignment Charges & Payment

• Any consignment returned to FleetGo for any reason shall be subject to a return handling charge of INR 70 per kg based on the actual or volumetric weight, whichever is higher.
• If the consignment has already been packed or requires repacking for return, applicable packing/repacking charges shall be charged in addition to the return handling charges.
• FleetGo's return team will contact the Customer to confirm the return charges and schedule the return. All applicable charges must be paid within seven (7) days from the date of notification.
• If payment is not received within seven (7) days, FleetGo reserves the right to dispose of the consignment without any further notice or liability.
• If the Customer requests FleetGo to hold the consignment beyond seven (7) days, demurrage/storage charges may apply at the prevailing rates, subject to the duration of storage and operational conditions.

6A.1 Prescription & Documentation

Medicines may only be shipped with a valid prescription and all required regulatory and clearance documents for both the origin and destination country. It is the Customer's sole responsibility to ensure that all documentation is complete, accurate, and compliant with the applicable laws and regulations of the destination country prior to dispatch.

6A.2 Quantity Limit

No more than a three (3) month supply of any medicine or medical product may be included in a single consignment. Quantities exceeding this limit may be refused at origin, held, or confiscated by customs authorities at the destination. FleetGo shall bear no liability for any action taken by customs or regulatory authorities in connection with quantities exceeding this limit.

6A.3 Regulatory Compliance – Customer's Sole Responsibility

The Customer is solely and entirely responsible for ensuring that all medicines shipped comply with the import and regulatory requirements of the destination country, including but not limited to requirements of the U.S. Food and Drug Administration (FDA), the UK Medicines and Healthcare products Regulatory Agency (MHRA), the Australian Therapeutic Goods Administration (TGA), and any other applicable national authority. FleetGo does not verify, advise on, warrant, or guarantee regulatory compliance for any medicine shipment.

6A.4 No Liability for Seizure or Confiscation

FleetGo shall bear absolutely no liability for the seizure, confiscation, retention, or destruction of medicines by customs authorities, border agencies, health regulators, or any government body at the origin or destination country. All costs, fines, penalties, and losses arising from such action are entirely the Customer's responsibility, and no refund of freight charges shall be made in such circumstances.

6A.5 Customs Inspection – Items Removed from Any Consignment

Where any consignment — whether containing medicines or otherwise — is opened and inspected by customs or any regulatory authority, and any item is removed, retained, destroyed, or withheld pursuant to their regulatory powers or policies, FleetGo shall bear no responsibility or liability whatsoever for the removed items, any loss of value, any delay caused to the remainder of the consignment, or any consequential loss arising therefrom. Delivery of the remaining contents of the consignment shall be deemed fulfilment of FleetGo's obligations.

9.1 No Insurance

All consignments moved by FleetGo are not insured. FleetGo does not provide insurance coverage for any consignment.

9.2 Limitation of Liability

FleetGo's liability for any loss, damage, or delay is strictly limited to a maximum of ₹10,000 (Rupees Ten Thousand Only) per consignment, irrespective of the actual or declared value of the contents.

This limit applies regardless of the nature, cause, or extent of the loss or damage. The Customer acknowledges that the freight charges quoted by FleetGo are calculated on the basis of this limited liability model and do not reflect the value of the consignment.

If the Customer requires protection beyond this limit, the Customer must arrange their own comprehensive transit insurance prior to dispatch. FleetGo does not offer, facilitate, or act as agent for any insurance product.

9.3 Exclusions from Liability

FleetGo shall not be held responsible for any loss, damage, or delay caused by:

• Customs clearance procedures
• Weather conditions
• Force majeure events (natural disasters, strikes, political unrest, pandemics, etc.)
• Multiple delivery attempts arising from incomplete/incorrect address or wrong contact details
• Acts, errors, or omissions of third-party carriers, airlines, shipping lines, or customs authorities
• Defects in customer-provided packaging (even if accepted by FleetGo for repacking)
• The nature of the goods shipped (fragile, perishable, or inherently susceptible to damage)

9.4 No Consequential Loss

FleetGo shall not be liable for any consequential, indirect, or special damages, including but not limited to loss of business, loss of profit, loss of opportunity, reputational harm, or any other economic loss arising from delay, damage, or loss of consignment.

9.5 Role as Aggregator and Service Facilitator

FleetGo operates as a logistics aggregator and service facilitator, partnering with multiple international and regional carriers (including but not limited to DHL, FedEx, DPD) and last-mile delivery partners across different geographies. The Customer acknowledges that the consignment is subject to the conditions of carriage of the underlying carrier (e.g., DHL, FedEx, Airline, or other designated service providers).

FleetGo's liability shall in no event exceed the amount FleetGo is able to recover from the underlying carrier for the specific shipment. FleetGo is not liable for the acts, errors, omissions, delays, or failures of third-party carriers, airlines, shipping lines, or customs authorities.

FleetGo is responsible for:

• Pickup from the customer
• Inspection, repacking (if required)
• Preparation of shipment documentation
• Dispatch through the designated carrier selected based on destination and service availability

Customs clearance, immigration clearance, and cross-border movement are coordinated through the respective authorized carriers and their appointed clearing agents.

Upon arrival at the destination country, shipments are handed over to local delivery partners for final-mile delivery. FleetGo acts solely as an intermediary and coordinator between the customer, carriers, customs authorities, and last-mile partners, and does not operate as a carrier, airline, shipping line, or customs broker.

12.1 Claims for Damage or Shortage

Any claim for damage, shortage, or discrepancy in the consignment must be notified in writing to FleetGo within 48 (forty-eight) hours of delivery to the Receiver.

The Customer or Receiver must provide:

• Photographs of the damaged goods and packaging
• Copy of the delivery receipt/waybill
• Detailed description of the damage or shortage

12.2 Claims for Non-Delivery or Loss

Any claim for non-delivery or loss must be notified in writing to FleetGo within 15 (fifteen) days of the expected delivery date as communicated by FleetGo or the carrier.

12.3 Waiver of Claims

Failure to notify FleetGo within the above timelines shall result in a complete waiver of the Customer's right to claim compensation, and FleetGo shall be discharged from all liability in respect of such consignment.

Acceptance of delivery without written objection at the time of receipt shall be deemed conclusive evidence that the consignment was delivered in good condition.

15.1 Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of India.

15.2 Arbitration – First Resort

Any dispute, claim, or difference arising out of or in connection with these Terms & Conditions, the services provided by FleetGo, or any consignment handled by FleetGo shall first be referred to arbitration before a sole arbitrator, in accordance with the Arbitration and Conciliation Act, 1996 (as amended).

The seat and venue of arbitration shall be Kochi, Kerala. The language of arbitration shall be English. The arbitrator's award shall be final and binding on both parties.

15.3 Exclusive Jurisdiction of Kochi Courts

The Courts and Tribunals at Kochi, Kerala shall have exclusive jurisdiction for the following purposes only:

• Enforcement or challenge of an arbitral award;
• Grant of interim relief pending arbitration;
• Matters where arbitration is refused, fails for procedural reasons, or is otherwise not applicable.

The Customer hereby irrevocably submits to the exclusive jurisdiction of the Courts at Kochi, Kerala for the above purposes and waives any objection to proceedings in such courts on the grounds of venue or inconvenient forum. No court other than the Courts at Kochi, Kerala shall have jurisdiction over any matter arising from or connected with these Terms & Conditions or any consignment handled by FleetGo.

17.1 Booking Constitutes Acceptance

By booking a consignment with FleetGo (whether online, via phone, WhatsApp, email, or in person), the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms & Conditions.

17.2 Digital Sharing & Deemed Acceptance

These Terms & Conditions shall be shared with the Customer prior to each dispatch through one or more of the following channels: a digital link, WhatsApp, or email. The Customer is required to review these Terms & Conditions before the consignment is dispatched.

By proceeding with the booking, making payment, or authorizing dispatch — whether expressly or by conduct — the Customer shall be deemed to have received, read, understood, and accepted these Terms & Conditions in their entirety. No physical signature or signed document is required for these Terms & Conditions to be legally binding on the Customer.

Sharing of these Terms & Conditions via WhatsApp, email, or digital link shall constitute sufficient and valid notice to the Customer, and the Customer's continued engagement with FleetGo's services following such sharing shall constitute conclusive acceptance.

17.3 Declared Value Mandatory

The Customer must declare the value of the consignment at the time of booking. If no value is declared or the field is left blank, the value shall be deemed to be ₹500 (Five Hundred Rupees Only) for the purposes of liability limitation under Clause 9.2.

17.4 Legal Capacity

The Customer represents and warrants that they have the legal authority to enter into this agreement and to ship the consignment on behalf of the sender/owner.

21.1 Data Collected

FleetGo collects personal data from the Customer and the Receiver — including name, address, contact number, and email ID — solely for the purpose of providing courier and logistics services, including pickup coordination, customs documentation, shipment tracking, and last-mile delivery.

21.2 Data Sharing

Personal data may be shared with third-party carriers, airlines, customs authorities, last-mile delivery partners, and government regulatory bodies, strictly to the extent necessary to complete the delivery of the consignment. FleetGo does not sell or disclose personal data for any commercial or marketing purpose.

21.3 Data Retention

Personal data shall be retained for a period reasonably necessary to fulfil the purposes for which it was collected, including for dispute resolution, legal compliance, and regulatory obligations. Data will be deleted or anonymized once it is no longer required for these purposes.

21.4 Customer Rights

In accordance with the Digital Personal Data Protection Act, 2023 (India), the Customer and the Receiver have the right to:

• Access personal data held by FleetGo;
• Correct inaccurate or incomplete personal data;
• Request erasure of personal data, subject to applicable legal and regulatory retention obligations;
• Withdraw consent to processing, where consent is the basis for processing.

21.5 Grievance Officer & Response Timeline

FleetGo has designated a Grievance Officer for all data privacy-related requests and complaints, in accordance with the Digital Personal Data Protection Act, 2023:
Grievance Officer: Mr. Danish Ahmed
Email: [email protected]
Contact: +91 90377 01163

All data-related requests or grievances must be submitted in writing to the above contact. FleetGo shall acknowledge receipt within 72 hours and resolve or respond to the grievance within 30 days of receipt. Where additional time is required due to complexity or regulatory consultation, the Customer will be notified with a revised timeline.

21.6 Consent

By providing personal data and proceeding with a booking, the Customer consents to the collection, use, and sharing of such data as described in this clause, and confirms that they have obtained the Receiver's consent to share the Receiver's personal data with FleetGo for the purposes of delivery.