Last updated : 29-09-2025

General Terms & Conditions
Duranto Electric Mobility (DEM) operates as a technology platform connecting riders (Users) with professional drivers. The agreement of carriage exists between the User and the Driver. Drivers must hold all valid licenses, permits, insurance, and approvals required by the Motor
Vehicles Act, 1988 and related rules. User Eligibility Duranto services are designed for adults. Only individuals aged 18 or above may create an
account or book rides. We do not knowingly collect data from minors, and our services are not intended for under-18 use. If we learn that data has been collected from a minor, we will delete it immediately.

1. Wallet Policy (Wallet & Credits)

The Duranto Wallet is a digital balance system that allows users to store credits, apply promotional rewards, and receive refunds securely within the app. Wallet balance can be used exclusively for booking rides on the Duranto platform and cannot be withdrawn as cash unless mandated by law. Refunds issued due to cancellations, payment adjustments, or service failures may be credited directly to the user’s wallet for faster settlement. Users are responsible for maintaining the confidentiality of their wallet access and reporting unauthorized use immediately. Duranto reserves the right to review and reverse fraudulent wallet transactions or misuse of promotional credits.


User Rules & Responsibilities
– Carry a valid government-issued photo ID.
– Be ready at pickup; delays beyond grace time may lead to cancellation without refund.
– Treat drivers and vehicles respectfully; misconduct, intoxication, or illegal activity is
prohibited.
– Follow all traffic rules, including seatbelt use.
– Do not request unsafe or illegal driving practices.
– Only carry permitted luggage and no hazardous goods.

Code of Conduct for Users

Users must treat drivers and vehicles with respect and maintain civility. No abusive language, smoking, or illegal activity is permitted in vehicles. Alcohol or intoxicated behavior during rides is strictly prohibited. Users must follow all traffic and safety rules.Inappropriate physical or verbal behavior toward drivers results in permanent suspension. Report misconduct or lost items via the in-app Help section or info@durantocabs.in

.Duranto reserves the right to ban or deactivate accounts violating the Code of Conduct.


Driver & Vehicle Eligibility
Drivers must:
– Hold a valid commercial driving license and at least two years of safe driving experience.
– Undergo police verification and medical fitness checks.
– Maintain professionalism, sobriety, and cleanliness.

Vehicles must:
– Be registered as commercial vehicles with valid permits (state/national as applicable).
– Hold valid RC, insurance, PUC, and fitness certificate.
– Be less than 4 years old, clean, and roadworthy.

Driver Rules & Conduct
– Stay professional and courteous.
– Dress appropriately and arrive on time.
– Maintain wallet balance in the app to accept bookings.
– Ensure passenger comfort and safety.
– Strictly avoid alcohol, smoking, or inappropriate conduct.
– Cancel bookings only in genuine emergencies.

Driver Right to Delete Account
– Driver may delete their Duranto account at any time via: In-app “Delete Account” option in their profile.

Fleet owners or authorized business partners may add new drivers under their Duranto Partner Account. To add a driver, the following documents must be uploaded and verified:

  • Valid commercial driving license
  • Vehicle registration certificate (RC)
  • Insurance (third-party & comprehensive if applicable)
  • Pollution certificate
  • Driver photograph & Aadhar verification

All newly added drivers must pass Duranto’s background screening, safety compliance checks, and onboarding orientation. Duranto may reject or re-verify a driver profile if any information appears incomplete, inaccurate, or inconsistent with government records.

Remove Driver Policy

Fleet owners or partner accounts may remove drivers from their profile at any time through the Duranto Partner Dashboard. Removal is effective immediately and terminates the driver’s access to bookings. Duranto may also independently suspend or disable a driver’s account in cases of misconduct, safety violations, repeated ride cancellations, harassment complaints, fraudulent activity, or document mismatch. Removed drivers may apply for reinstatement after completing verification procedures, subject to approval by Duranto’s compliance team.

Profile Verification Policy

All users and drivers must maintain accurate and truthful profile information to use Duranto services. Verification includes:

Name and mobile number authentication (OTP-based)

Aadhaar or government ID verification (drivers & fleet owners)

Email verification (optional but recommended)

Face match verification for drivers (security requirement)

Drivers must re-verify documents before expiry dates. Failure to update expired documents may result in temporary suspension. Duranto preserves user data in compliance with the Digital Personal Data Protection Act (DPDP Act) and shares verification details only with authorized third parties when required for safety or compliance.

Profile Verification Policy

  • All users and drivers must maintain accurate and truthful profile information to use Duranto services. Verification includes:
  • Name and mobile number authentication (OTP-based)
  • Aadhaar or government ID verification (drivers & fleet owners)
  • Email verification (optional but recommended)
  • Face match verification for drivers (security requirement)

Drivers must re-verify documents before expiry dates. Failure to update expired documents may result in temporary suspension. Duranto preserves user data in compliance with the Digital Personal Data Protection Act (DPDP Act) and shares verification details only with authorized third parties when required for safety or compliance.

User terms & condition

Code of Conduct for Users

– No abusive language, smoking, or illegal activity is permitted in vehicles.
– Alcohol or intoxicated behavior during rides is strictly prohibited.
– Users must follow all traffic and safety rules.
– Inappropriate physical or verbal behavior toward drivers results in permanent suspension.
– Report misconduct or lost items via the in-app Help section or info@durantocabs.in
– Duranto reserves the right to ban or deactivate accounts violating the Code of Conduct.

User Account Deletion Policy

1. User Right to Delete Account

Users may delete their Duranto account at any time via: In-app “Delete Account” option under Settings → Privacy, or By filling this secure form: Duranto Data Request Form

2. Deletion Process

Upon request, the account is immediately disabled from active systems. All personal data is purged from backups within 90 days as per the Digital Personal Data Protection Act, 2023. Certain data (like tax invoices and trip logs) may be retained for up to 7 years if required by law or government regulations.

3. Effect of Account Deletion

All bookings, wallet balances, and referral rewards are forfeited. Deleted accounts cannot be recovered. Users may re-register anytime as a new user.

🔒 User Data Deletion Policy

1. Data Covered

Includes personal identifiers (name, phone, email, location), trip records, payment data, and preferences.

2. Request Process

Users can submit a Data Deletion Request using: Duranto Data Request Form

3. Timeline

  • Active data removed immediately upon request.
  • Backups and logs fully deleted within 90 days.
  • A confirmation email is sent once deletion is complete.

4. Exceptions

Data that must be legally retained (like invoices or tax-related documents) will be stored securely for compliance only, and not used for any other purpose.

🚗 Trip Booking Responsibility Policy

1. User Responsibility

  • Ensure correct pickup and drop details before confirming a booking.
  • Be available at the pickup point on time.
  • Verify driver and vehicle details shown in the app.
  • Pay applicable fares, tolls, and parking fees.
  • Use the SOS or Help feature for any emergency.

Driver terms & condition

Driver Responsibility
Arrive on time, maintain cleanliness, and follow safety norms. Use the app GPS for route tracking.Avoid overcharging or bypassing metered routes.Drive responsibly as per Motor Vehicles Act, 1988.

Duranto’s Responsibility

  • Facilitate ride matching and digital payments.
  • Provide customer support for disputes.
  • Ensure drivers are verified, licensed, and trained.

In case of service failure, offer appropriate refunds or alternative rides.

💳 Payment Processing and Fare Calculation Policy

1. Fare Components

Duranto calculates fares based on:

  • Distance (per km rate)
  • Duration (time in minutes)
  • Base fare (varies by city and vehicle type)
  • Toll, state tax, or parking (added where applicable)

2. Payment Modes

  • UPI, Debit/Credit Cards, Net Banking, Duranto Wallet.
  • Payments are processed securely via RBI-compliant gateways.
  • No cash transactions are stored digitally.

3. Fare Transparency

  • Final fare shown in the app before ride confirmation.
  • Dynamic pricing may apply during peak hours or high demand.
  • Users receive digital invoices after every trip.

4. Payment Security

  • All payments are processed via SSL encryption.
  • Duranto never stores complete card or UPI details.
  • Users can view payment history under “My Trips.”

1. Wallet Policy (Wallet & Credits)

The Duranto Wallet is a digital balance system that allows users to store credits, apply promotional rewards, and receive refunds securely within the app. Wallet balance can be used exclusively for booking rides on the Duranto platform and cannot be withdrawn as cash unless mandated by law. Refunds issued due to cancellations, payment adjustments, or service failures may be credited directly to the user’s wallet for faster settlement. Users are responsible for maintaining the confidentiality of their wallet access and reporting unauthorized use immediately. Duranto reserves the right to review and reverse fraudulent wallet transactions or misuse of promotional credits.