Terms of Service

1. Definitions

• Platform: the Zittru website, mobile applications, APIs, and related technology used to request, price, assign, track, and pay for services.
• User / you: any person or entity that registers on or books through the Platform.
• Partner: an independent third party (e.g. driver, fleet operator, transport company, courier network participant, logistics carrier, hub operator, or other logistics provider) that has a separate commercial or contractual relationship with Zittru and accepts jobs facilitated through the Platform. Partners are not employees of Zittru solely because they use our software; their classification follows applicable law and their own arrangements.
• Local Partner: a Partner that handles pickup (first mile) or delivery (last mile) at the doorstep, hotel, station, or other handover location, including their drivers and crew.
• Logistics Partner: a Partner that operates inter-city/inter-hub line-haul (middle mile), typically a registered transport company. A Logistics Partner may additionally onboard as a Local Partner where their network covers first or last mile in a given city.
• Leg: a segment of a booking, commonly described as first mile (pickup to origin hub or handover), middle mile (line-haul or inter-city movement), and last mile (destination hub or handover to delivery address). Labels may vary in the product UI.
• Consignment / Bag: the items you tender to a Partner at pickup, declared in the booking.
• Sender: the account holder for the booking; this is you. Consignee: the person you nominate to receive the consignment at delivery.
• Serviceable route: a pickup and drop combination that our operations tooling and partner availability indicate can be fulfilled at the time of booking, subject to later change only as described in these Terms or product policies.

2. Nature of Zittru (intermediary technology platform)

Zittru operates a technology platform comparable in role to marketplace or aggregation models you may know from urban mobility or freight-tech: we make it possible for you to request a service, for Partners to accept work, and for the parties to coordinate execution and payment digitally.

• Zittru is an intermediary under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and is not a common carrier. We do not hold ourselves out as the exclusive entity performing the physical movement of your bags.
• When you confirm a booking, you engage Zittru for platform services (access, booking, allocation, communications, payment processing where applicable, and dispute handling channels as we provide them). The physical service of collecting, transporting, and delivering baggage is performed by one or more Partners, potentially different entities or individuals for each leg.
• Display of a Partner name, vehicle type, or organisation in the app is for transparency. It does not mean that Partner is Zittru's employee, or your employee, or that Zittru exercises day-to-day control over how independent businesses run their fleets.
• Partner selection and routing (including which Partner handles first, middle, or last mile) may use automated rules, operational constraints, and human oversight from our control centre, similar to how large logistics marketplaces assign gigs or lanes.

3. Eligibility, account, and account security

• You confirm that you are at least 18 years old (or the age of contractual capacity in your jurisdiction, whichever is higher) and able to enter into a binding contract. If you use the Platform on behalf of a company or other entity, you confirm you are authorised to do so.
• You agree to provide accurate, current, and complete information when you register and when you book, including identity, contact, and address details, and to update them when they change.
• You are responsible for all activity on your account, including for keeping your password, OTPs, magic links, biometric tokens, and devices secure. Notify us immediately at hi@zittru.com if you suspect unauthorised access. We are not liable for losses caused by your failure to safeguard your credentials, but will assist with reasonable mitigation.
• Some features (including identity verification for higher-value or sensitive bookings) require KYC. We may decline, pause, or limit service if KYC cannot be completed.
• One person, one account. Multi-account fraud, identity misrepresentation, or referral abuse may result in suspension and forfeiture of credits.

4. Partner independence and network models

Partners may include owner-operators, fleet companies, transport carriers, hub operators, and other logistics providers. They may also participate through models analogous to gig or extended-delivery networks. You acknowledge that:

• Partners are independent of you; they are not your agents, servants, or employees unless you have a separate direct legal relationship we are not party to.
• Partners are expected to comply with Zittru's operational standards, applicable law, and any onboarding checks we require, but Zittru does not warrant uninterrupted performance by any specific Partner.
• Substitution: if a Partner becomes unavailable (capacity, safety, compliance, or force majeure), Zittru or its systems may reassign the leg to another qualified Partner without materially changing the addresses and service window you booked, where reasonably possible.
• Partners may use subcontractors or affiliated drivers consistent with their own operations; Zittru may surface identity and vehicle or organisation details in the product where available for your transparency.

5. What you request; what we orchestrate

You provide pickup and drop-off addresses, bag details, dates, and recipient instructions. The Platform prices the journey where the route is serviceable, collects payment where applicable, and orchestrates Partner handovers across legs. Pickup and delivery occur outside airport terminals and outside airline baggage systems unless we explicitly state otherwise in writing for a particular product.

6. Booking changes, undeliverable items, storage, and disposal

• Address corrections. Minor corrections to pickup or delivery address within the same locality can usually be accommodated up to the partner's ETA cutoff; a re-routing fee may apply. Changes that move pickup or drop to a different serviceable city or route are treated as a new booking.
• Recipient unavailability. If delivery is attempted and the consignee is unavailable, see the Shipping Policy for re-attempt policy and storage charges. After the published number of failed attempts, the consignment may be returned to origin at sender's cost or moved into safekeeping.
• Demurrage and safekeeping. If the consignment cannot be delivered within 48 hours of the first failed delivery attempt (or the missed pickup window for return-to-origin), demurrage and storage charges at the rate published in the Shipping Policy begin to accrue, recoverable from you under Section 9.
• Unclaimed or abandoned consignments. If a consignment remains unclaimed for fourteen (14) days from the first failed delivery attempt (or the originally scheduled pickup, where the sender refuses to take back a return-to-origin), or if you do not respond to our notices at your registered email and phone within that period, the consignment may be treated as abandoned. After a further seven (7) days' written notice, Zittru may dispose of, donate, recycle, sell by private treaty, or auction such consignments to recover accrued storage, handling, and recovery costs, applying any surplus as required by law. Hazardous, perishable, illegal, or unsafe items may be disposed of more urgently and without auction, in compliance with applicable law and on shorter notice (including no notice where law or safety requires it).
• Lien. In addition to any other remedy, Zittru and Partners have a general lien over any consignment in their possession or control to secure all sums due to them under your account, including freight, demurrage, return-to-origin, investigation, and recovery costs.
• Right to refuse or stop in transit. Zittru and Partners may refuse pickup, hold a consignment, or stop it in transit if there is a reasonable belief of prohibited or undeclared goods, safety risk, sanctions or legal restrictions, suspected fraud, payment failure, or breach of these Terms. Reasonable efforts will be made to inform you and arrange return.

7. Your responsibilities

• Accurate addresses, contact numbers, bag counts, weights, and declared contents.
• Lawful goods only. See what you can send and how to declare it accurately in Section 8.
• Reasonable packaging suitable for road transit; optional third-party insurance is yours to arrange if you need extra cover.
• Someone available at pickup and delivery windows, or a clearly authorised third party.
• Cooperate with handover procedures, including sharing the booking OTP only with the assigned Partner at the door, allowing Partners to take handover photographs of packaging (not contents) as proof of condition, and verifying the bag count at both pickup and delivery.
• Prompt reporting of damage, loss, or service failure through in-app or official support channels.

8. Permitted goods, prohibited goods, and sender responsibilities

8.1 Sender warranties and “said-to-contain” basis

You are the sender of every consignment booked under your account. You warrant that you own the goods or have authority to ship them; that all descriptions, counts, weights, dimensions, values, and content declarations you enter on the Platform (or give to a Partner at pickup) are true, complete, and not misleading; and that the goods may lawfully be transported in India by road (and any other mode used on the network) without special permits you have not obtained.

All consignments are accepted by Zittru and its Partners on a “said-to-contain” basis: Zittru and its Partners have the right but not the obligation to verify the contents of any consignment against your declaration. The absence of inspection at pickup is not an admission that the contents are as declared. You undertake to make a proper, true, fair, correct, and factual declaration of the description and value of the consignment, and that declaration is binding on you.

You are solely responsible for how you pack items inside bags or boxes. Partners handle consignments as standard surface baggage, not as insured fine art, bullion, or temperature-controlled pharma unless we explicitly confirm a different product in writing for that booking.

8.2 False, incomplete, or concealed declarations

If you under-declare value, hide prohibited items inside permitted goods, mislabel contents, or omit restricted materials, you breach these Terms. Consequences may include immediate cancellation of the booking, refusal of pickup or onward movement, retention or disposal of goods as law requires, suspension of your account, recovery of Zittru's and Partners' investigation costs, fines passed through from authorities where applicable, and referral to law enforcement. Refunds, if any, follow our Refund Policy and applicable law. Fees are not automatically refundable where the breach is material or unlawful.

Reverse liability. Where mis-declaration causes loss, damage, contamination, or delay to other freight, to a Partner's vehicle or property, to a hub, or to any third party, you are responsible for that loss in addition to any regulatory penalty, including consequential and third-party damages traceable to the mis-declared consignment.

Void liability. Where a claim arises out of or is materially affected by mis-declaration, concealment, packing failure, or breach of Section 8 by you, the liability cap in Section 15 does not apply in your favour: Zittru and its Partners are not liable for loss of or damage to the mis-declared consignment, and any optional Zittru cover or third-party insurance arranged through the Platform may be voided by its terms.

8.3 Categories of goods that must not be consigned

Unless Zittru expressly enables a dedicated product flow in writing for your booking, you must not place in a consignment (non-exhaustive list):

• Illegal or restricted by law: narcotics, controlled drugs, contraband, stolen property, counterfeit goods, obscene material where distribution is unlawful, items requiring licences you do not hold (e.g. certain chemicals, defence articles, antiquities without permits).
• Commercial or resale goods: inventory, stock for sale, samples for business distribution, or shipments you book as a courier substitute rather than personal travel baggage.
• Cash, currency, and negotiables: currency notes, coins, bearer instruments, uncrossed cheques, jewellery bullion or loose precious stones above any limit we publish in the app, uncut diamonds, lottery tickets where unlawful.
• Hazardous or dangerous goods: explosives, ammunition, fireworks; gases; flammable liquids or solids; oxidisers; toxic or infectious substances; radioactive material; strong acids or alkalis; lithium batteries not installed in equipment or not meeting published limits; magnetised material affecting aircraft instruments; any good classified as dangerous goods under applicable transport rules unless we explicitly accept them under a separate process.
• Weapons and replicas: firearms, firearm parts, realistic imitation firearms, tasers, swords, or other weapons except where Indian law expressly allows transport and you have provided advance written notice and lawful documentation we accept.
• Living things and human material: live animals, plants requiring phytosanitary clearance you have not obtained, human remains, bodily fluids, pathological waste.
• Perishables and temperature-sensitive items: fresh food, frozen goods, temperature-controlled medicines, or other perishables requiring cold chain, unless we explicitly approve that lane for your booking.
• Waste and environmental hazards: medical/clinical waste, asbestos, polychlorinated biphenyls (PCBs), sewage sludge, or other regulated waste streams.
• High-risk valuables: loose gemstones, watches or jewellery above limits we specify in-product, artwork above declared limits, or single items whose declared value exceeds the maximum shown at booking.
• Items that put people or property at undue risk: inadequately packed glass, liquids that can leak and damage other freight, pressurised containers outside consumer retail limits, self-balancing devices with damaged batteries, anything a reasonable carrier would refuse.
• Mail and documents-only consignments where the product is not baggage as described in the booking flow, unless we offer a specific document courier product.

The list is illustrative. Partners may refuse pickup or onward movement of any consignment they reasonably believe is unsafe, unlawful, or mis-declared.

8.4 Inspection, refusal, and consequences

Partners may visually inspect outer packaging and, where operations policy requires, ask you to open a bag for a non-destructive check. Refusal may result in cancellation. If prohibited or undeclared goods are discovered in transit, Zittru and Partners may take steps required by law, including seizure, reporting, and non-delivery. You remain responsible for all duties, taxes, penalties, and third-party claims arising from the contents you tender.

8.5 Taxes, e-way bill, and commercial consignments

The Zittru consumer service is designed for personal travel baggage. Where applicable law (including the Central Goods and Services Tax Act, 2017 and rules thereunder) requires a GST e-way bill, statutory declaration, or other transport document for the consignment (for example, where you tender high-value goods or commercial-cargo above the prescribed thresholds), it is your sole responsibility as sender to generate and provide Part-A and, where required, Part-B of the e-way bill to the Partner at the start of the trip, to ensure the particulars are accurate, and to update them on any vehicle change or delay.

Zittru is not responsible for actions by tax or statutory authorities arising from your mis-declaration, non-generation, or incorrect generation of an e-way bill, and you indemnify Zittru against any penalties, detention, or third-party claims caused thereby. If you are a GST-registered entity using the Platform, you are responsible for any reverse-charge GST that applies to road transportation services rendered to a registered customer; Zittru will provide invoicing information sufficient for you to discharge that obligation.

9. Payments, refunds, and chargebacks

Unless stated otherwise in the checkout flow, you pay Zittru (or its authorised payment facilitator) in INR. Zittru may remit portions to Partners according to separate commercial agreements. Taxes shown at checkout are estimates based on current rules; any statutory obligation remains yours or ours as the law requires.

• Refunds are governed by the Refund Policy and applicable consumer law.
• Chargebacks. If you initiate a payment-network chargeback or UPI dispute for a service that was actually rendered, or that was not first raised with our support per Section 14, you authorise us to (a) present evidence of the booking and service to the issuer/network, (b) recover the disputed amount plus any chargeback fees, and (c) pause your account pending resolution. Genuine consumer-protection refund rights are not affected.
• Promotions and credits may have additional terms (validity, single use, non-cash redeemable). Misuse may lead to reversal.
• Cash-on-delivery and post-paid (where offered). Where Zittru expressly enables cash collection at handover or a post-paid facility (typically for partner channels such as concierge desks, enterprise customers, or pilot rollouts), the amount displayed in the app at completion of service is payable in full to the assigned Partner on Zittru's behalf, and to Zittru on invoice for post-paid customers. In case of underpayment, deficit, or non-payment, Zittru may (a) levy additional recovery and finance charges; (b) deduct the deficit from any credits, wallet, or future settlement on your account; (c) suspend or close your account; and (d) take legal action for recovery. Tips or gratuities to drivers are voluntary and are not part of the freight payable.

9A. Shipping and refund policy summary

• No fixed clock-time commitment. Pickup and delivery are planned against route conditions and operational availability. This is important for variable arrivals such as flights.
• Recipient unavailable. If delivery fails because the recipient is unavailable, one rescheduled re-attempt is made. If that also fails, storage and/or return-to-origin handling may apply.
• Refund timing. Approved refunds are typically processed in 2–3 working days; Sundays and bank holidays can add an additional day in settlement.

Detailed terms remain in the Shipping Policy and Refund Policy.

10. Tracking, communications, and recording

Status updates, partner identifiers surfaced in the product, and notifications are provided to improve transparency. They depend on Partners and systems reporting accurately and on connectivity. Estimated times are planning guides; if you purchase a documented SLA upgrade where we offer one, those documents define the committed window.

Recording disclosure. For training, safety, dispute resolution, and quality assurance, support and operations calls with Zittru may be recorded; in-app chat and ticket messages are stored; pickup/delivery handovers may be evidenced by OTPs and packaging photographs. We process these records under our Privacy Policy and only as long as needed.

11. Third-party services and middle-mile carriers

The Platform integrates with third parties to deliver the service, including payment processors, maps and address services, cloud and messaging providers, identity verification providers, and external middle-mile logistics carriers (line-haul transport companies on the corridor between our origin and destination hubs). We do not name specific vendors in these Terms; they may change as our operations evolve.

These third parties have their own terms and privacy notices. To the extent permitted by law, Zittru is not liable for outages, errors, or acts of third parties beyond our reasonable control. When a third-party middle-mile carrier handles a leg, Zittru remains your primary point of contact for support and claims, and will coordinate with that carrier on your behalf under the limits in Section 15 and our Refund Policy.

12. Acceptable use and anti-circumvention

12.1 General

You must not, and must not attempt to:

• Use the Platform for any purpose that is unlawful, fraudulent, defamatory, abusive, or that infringes any third-party right.
• Reverse engineer, decompile, scrape at scale, bulk-extract, or copy non-public Platform data, code, or content, except as expressly allowed by law.
• Interfere with security, rate limits, or monitoring; introduce malware; or use bots and automated tools without our written permission.
• Approach Partners introduced through the Platform to circumvent Zittru, including by offering or accepting cash to take a job off-Platform, or by soliciting them as your own logistics provider for a period of 12 months after introduction. Direct engagement off-Platform voids our coordination, support, and any liability cap in your favour.
• Use the service to forward or stage shipments for an unrelated third-party logistics business without our written agreement.
• Misuse OTPs, photographs, or other handover artefacts (for example, sharing OTPs publicly, fabricating proof of receipt).

12.2 Content you upload or transmit

In accordance with Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you shall not host, display, upload, modify, publish, transmit, store, update, or share through the Platform (whether in chat, support tickets, reviews, photographs, notes, or otherwise) any information that:

• belongs to another person and to which you do not have any right;
• is defamatory, obscene, pornographic, paedophilic, invasive of another's privacy (including bodily privacy), insulting or harassing on the basis of gender, libellous, racially or ethnically objectionable, related or encouraging money laundering or gambling, or otherwise inconsistent with or contrary to the laws in force;
• is harmful to a child;
• infringes any patent, trade mark, copyright, or other proprietary rights;
• violates any law for the time being in force;
• deceives or misleads the addressee about the origin of the message, or knowingly and intentionally communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact;
• impersonates another person;
• threatens the unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign States, public order, causes incitement to the commission of any cognisable offence, prevents investigation of any offence, or is insulting another nation;
• contains a software virus or any other computer code, file, or program designed to interrupt, destroy, or limit the functionality of any computer resource; or
• is patently false and untrue, and is written or published in any form with the intent to mislead or harass a person, entity, or agency for financial gain or to cause injury.

For non-compliance with this Section 12, applicable law, or these Terms, Zittru may, without prejudice to any other rights, remove the non-compliant information, terminate access to the Platform, and report as required by law. Zittru, as an intermediary, claims the protection of Section 79 of the Information Technology Act, 2000 in respect of user-generated content hosted on the Platform.

13. Identity verification and risk checks

We may run identity, sanctions, and risk checks on users and bookings (for example, OCR of identity documents, liveness checks, address validation, payment-risk signals). We may decline, delay, or unwind a booking if checks fail or if a regulator, banking partner, or law enforcement direction requires it. Where the law permits, we will share with you the minimum non-sensitive information needed to understand the outcome.

14. Disputes involving Partners

If a dispute arises about conduct at pickup/delivery, damage, or loss, you agree to notify Zittru first through support with booking evidence. Zittru will coordinate between you and the relevant Partner(s), review operational logs, and apply the Refund Policy. Liability is allocated as described in Section 15, recognising that Partners remain independent businesses performing the physical service. Claims for damage or loss must be raised within the window stated in the Refund Policy.

Claimant identity. Compensation is paid only to the original sender (account holder). You may be asked to verify your identity as the original sender before a claim is processed. Where identity cannot be validated, the claim will not be paid.

Documentation timeline. Where Zittru asks you (by in-app message, email, or SMS) for documentation needed to investigate or pay a claim, including photographs of damage, identity verification, bank account details for credit, or other reasonable evidence, you must furnish it within two (2) working days of our request. If you do not respond within that window (or such longer window we expressly grant in writing), the claim may be closed without compensation, without prejudice to any non-waivable statutory right.

15. Limitation of liability

15.1 What this section is for

Zittru provides a platform and coordinates independent partners who physically move your bags. This section sets out a fair, predictable cap on Zittru's monetary liability for each booking, alongside the consumer protections and refund paths described elsewhere in these Terms and in law. The goal is clarity: you know how compensation is calculated if something goes wrong, while Zittru can continue to invest in partner quality, technology, and support.

15.2 Financial cap (per booking)

Subject to Sections 15.3–15.6, Zittru's total aggregate monetary liability for all claims of any kind arising out of or relating to a single booking (including loss of or damage to consigned baggage, delay, mis-delivery, and direct losses caused by Zittru breaching these Terms in connection with platform services for that booking) is determined as follows:

• Floor: the greater of (i) ten (10) times the platform/freight fee paid by you for that booking, and (ii) the actual loss established to Zittru's reasonable satisfaction;
• Ceiling: capped at the lower of (a) the value you truthfully declared for that consignment in the booking flow, if any, and (b) the maximum declared value per booking stated in the checkout flow when you pay (until an optional Zittru insurance product is offered). If you declare no value or a value of zero, the maximum declared value at checkout applies.

In all cases the cap is an aggregate ceiling (not “per bag” unless we expressly say otherwise in a future product). Multiple separate bookings create separate caps. The cap is intended to cover compensatory amounts only, not fines imposed on Zittru by regulators solely due to your unlawful contents (which remain your responsibility under Section 16). Where Section 8 (false, incomplete, or concealed declarations) applies, the void liability rule in Section 8.2 prevails over this cap.

Customer-arranged insurance above declared-value threshold. If the actual or true value of the contents of any consignment exceeds the maximum declared value per booking stated at checkout, you shall necessarily obtain additional insurance covering origin to destination from an insurer of your choice, at your own cost. Zittru's liability for any amount above the cap in this Section 15.2 is excluded to the extent permitted by law, and your insurer is your sole recourse for excess value, unless a mandatory statute requires a different outcome.

15.3 Non-waivable rights and consumer law

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other mandatory consumer-protection provisions. If a competent authority or court determines that any part of this Section 15 is unenforceable against you as a consumer, that part will be read down or severed to the minimum extent necessary, and the remainder will continue in force.

15.4 Indirect and consequential losses

To the maximum extent permitted by law, neither party is liable to the other for indirect or consequential losses, examples include pure economic loss, lost profits, missed flights or meetings, hotel rebooking costs, or reputational harm, except where such exclusion is not permitted for your category of claim. This does not limit our obligation to refund amounts you have prepaid where our Refund Policy or law requires a refund for service failure.

15.5 Events outside reasonable control and partner risk

Logistics depends on roads, weather, regulatory checkpoints, industrial action, and the financial and operational health of third parties. To the extent permitted by law, Zittru is not liable for failure or delay caused by events outside its reasonable control, including but not limited to: acts of God; natural disasters; epidemics or pandemics; civil unrest; war or terrorism; acts or omissions of government, regulators, or police (including roadblocks, curfews, and document checks); strikes and industrial action; internet, telecom, GPS, or power outages not solely caused by Zittru; congestion and road closures; cyber-attacks not caused by our negligence; and Partner-level disruptions (for example partner insolvency, driver unavailability, or vehicle breakdown) where Zittru has used commercially reasonable efforts to assign an alternative Partner but cannot complete the service within the promised window.

That does not mean we abandon you: where disruption occurs, we will apply our operational playbooks and Refund Policy in good faith. It means monetary exposure above the Section 15.2 cap is limited unless law requires otherwise.

15.6 Independent partners

Partners who physically move goods may have direct obligations under applicable law. Section 15 caps Zittru's contractual liability as platform provider; it does not purport to waive any separate statutory remedy you may have against a Partner where such remedy exists independently of these Terms.

15.7 No personal liability of directors, officers, employees, or Partner crew

To the maximum extent permitted by law, no director, officer, employee, contractor, or shareholder of Zittru, and no driver, helper, hub-staff member, or other individual personnel of a Partner, shall be personally liable in contract for any claim, loss, damage, or liability arising out of or in connection with the Platform, the Services, or these Terms, including liabilities caused by errors, omissions, advice, or guidance given by such individuals in the course of their duties. This clause does not exclude liability that cannot be excluded by law, including liability for personal fraud, wilful misconduct, statutory liability of officers (for example under the Negotiable Instruments Act, 1881 or tax statutes), or criminal acts.

16. Indemnity

You will indemnify and hold harmless Zittru, its affiliates, officers, employees, contractors, and Partners against third-party claims, regulatory penalties, and reasonable defence costs arising out of (a) your breach of these Terms, (b) the contents of consignments you tender (including duties, taxes, seizure costs, and damage to other freight or property), or (c) your misuse of the Platform. This does not require you to indemnify Zittru for liability caused by Zittru's own gross negligence, fraud, or wilful misconduct.

17. Intellectual property and feedback

The Platform, including its software, design, content, trade marks (including “Zittru” and the Z mark), and any aggregated or anonymised data we generate, are owned by Zittru or its licensors. You receive a limited, revocable, non-transferable licence to use them for personal or internal business booking purposes only. No rights are granted by implication.

Feedback. If you share suggestions, ideas, or feedback about the Platform, you grant Zittru a perpetual, worldwide, royalty-free, sublicensable licence to use them for any purpose without obligation to you. You confirm such feedback does not contain anyone else's confidential information.

18. Suspension and termination

We may suspend or terminate access for fraud, abuse, safety risk, repeated violations, non-payment, regulator or law-enforcement direction, or sanctions exposure. You may stop using the Platform at any time and may request account deletion through the in-app flow or by writing to hi@zittru.com. Outstanding bookings remain governed by the policies in force when booked. Some records will be retained as required by law and for dispute resolution as described in our Privacy Policy.

19. Grievance Officer

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020, you may contact our Grievance Officer for complaints relating to the Platform, content, or any violation of these Terms:

20. Changes to these Terms

We may update these Terms. Material changes will be indicated by updating the “Last updated” date and, where appropriate, by in-app or email notice. Continued use after changes constitutes acceptance. If a change is materially adverse to you and you do not accept it, your remedy is to stop using the Platform and request account deletion; outstanding bookings continue under the version of the Terms in force at booking.

21. Governing law and dispute resolution

These Terms are governed by the laws of India. Without prejudice to any non-waivable rights you have as a consumer under Indian law:

• Good-faith resolution first. Before any formal action, you agree to contact hi@zittru.com and our Grievance Officer (Section 19), and to give us a reasonable opportunity (at least 30 days) to investigate and respond.
• Mediation (consumer disputes). If the dispute is not resolved within 30 days under the good-faith step, the parties shall first attempt to resolve it by mediation in accordance with the Mediation Act, 2023 and, where applicable, the Karnataka Civil Procedure (Mediation) Rules, 2005, before a recognised mediation centre at the principal place of business of Feinit Consulting & Integration Services in India (as published on our Contact page from time to time) (or such other centre as the parties mutually agree). A neutral mediator shall be appointed by the centre. The mediation shall be confidential. Mediation does not bar a consumer from approaching the consumer-protection authorities and consumer forums under the Consumer Protection Act, 2019, which remain available as the law permits.
• Arbitration (non-consumer disputes only). Any dispute that is not a consumer dispute, or otherwise reserved by law to a specific forum, including disputes with enterprise customers, business partners, or Logistics Partners, may, at either party's written election following the mediation step, be referred to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual consent. Seat and venue of arbitration: the principal place of business of Feinit Consulting & Integration Services in India (as published on our Contact page from time to time). Language: English.
• Courts. Subject to the above, the courts at the principal place of business of Feinit Consulting & Integration Services in India (as published on our Contact page from time to time) shall have exclusive jurisdiction for any matter pertaining to these Terms.
• No class actions, where lawful. To the extent permitted by law, claims under these Terms shall be brought in an individual capacity and not as part of a class or representative action.

22. General provisions

• Electronic acceptance. These Terms are an electronic record under the Information Technology Act, 2000 and do not require a physical signature. Clicking accept, creating an account, or using the Platform constitutes acceptance.
• Notices. We may give you notice by in-app message, by email to the address on your account, or by SMS/WhatsApp to your registered number. You can give us notice at hi@zittru.com.
• Assignment. You may not assign these Terms without our written consent. We may assign these Terms to an affiliate or to a successor in a merger, acquisition, or sale of assets, provided the assignee assumes our obligations.
• Severability. If any provision is held unenforceable, the remainder continues in full force.
• No waiver. A failure or delay in enforcing any right is not a waiver of that right.
• Survival. Sections 1, 8.1, 8.2, 8.4, 9 (final invoices and chargebacks), 12, 15, 16, 17, 19, 21, 22 and any provision that by its nature should survive will survive termination of your account.
• Entire agreement. These Terms, together with the Privacy Policy, Shipping Policy, Refund Policy, and any product-specific terms surfaced at checkout, are the entire agreement between you and Zittru for use of the Platform.
• No partnership. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Zittru.
• Headings. Headings are for convenience only and do not affect interpretation.

23. Contact

Questions about these Terms: hi@zittru.com. Privacy and data-rights questions: privacy@zittru.com. Grievance Officer: grievance@zittru.com.