Terms of Service

Haina ("we", "our", "us") provides parcel delivery and logistics services across Lucknow and nearby areas. By accessing or using our application, website, or services, you agree to comply with and be bound by these Terms of Service.

These Terms govern your use of our platform and outline your rights, obligations, and responsibilities as a user. Please read them carefully before using our services.

Need help? Contact: help@hainacompany.online

1. Acceptance of Terms

By accessing or using Haina, you confirm that you have read, understood, and agreed to these Terms. If you do not agree to any part of these Terms, you must immediately stop using our services.

Continued use of the platform after any updates to the Terms constitutes your acceptance of those changes.

2. Eligibility

You must be at least 18 years of age and legally capable of entering into a binding agreement under applicable laws to use our services.

You agree to provide accurate, complete, and up-to-date information at all times. Haina reserves the right to suspend or terminate accounts that provide false or misleading information.

3. Services Offered

On-demand parcel pickup and delivery services
Delivery of items up to a maximum weight of 20 kg
Same-day, scheduled, or priority delivery options
Real-time coordination and tracking support (if available)

We reserve the right to modify, suspend, or discontinue any service at any time without prior notice.

4. Third-Party Involvement

Some services may be fulfilled through independent delivery partners or third-party providers. Haina acts as a platform connecting users with delivery personnel.

While we strive to ensure quality service, we are not directly liable for the actions, delays, or behavior of third-party service providers.

5. User Responsibilities

Provide accurate pickup and delivery details
Ensure proper and secure packaging of items
Comply with all applicable laws and regulations
Do not send prohibited or restricted items
Be available at the time of pickup and delivery

Users are solely responsible for the contents of the parcel and any consequences arising from incorrect or misleading information.

6. Payments & Charges

All charges will be displayed before confirming the booking
Prices may vary based on distance, time, demand, or delays
Additional charges may apply for waiting time or special handling
Applicable taxes may be included in the final amount

Failure to complete payment may result in cancellation of the service or suspension of your account.

7. Cancellation & Refund Policy

Free cancellation may be allowed before driver assignment
Charges may apply after driver assignment
No cancellation allowed after parcel pickup
Refunds (if applicable) processed within 5–10 working days

Haina reserves the right to deduct applicable service or cancellation fees before processing refunds.

8. Liability & Claims

Damage or loss must be reported within 24 hours of delivery
Compensation is limited and subject to internal policies
We are not liable for indirect or consequential losses

Haina is not responsible for delays, damages, or failures caused by events beyond our control, including traffic, weather, or unforeseen circumstances.

9. Restricted Items

You must NOT send the following items through Haina:

Illegal goods, drugs, or prohibited substances
Explosives, flammable, or hazardous materials
Cash, jewelry, or high-value items
Fragile items without proper packaging
Animals or perishable goods (unless allowed)

If such items are found, Haina reserves the right to cancel the order without refund and may report the matter to authorities if required.

10. Delivery Delays

Delivery timelines are estimates and not guaranteed. Delays may occur due to traffic, weather, operational issues, or other external factors.

Haina will make reasonable efforts to complete deliveries on time but does not guarantee exact delivery times.

11. Communication

By using our services, you consent to receive communications via call, SMS, email, or app notifications related to your orders, updates, and support.

You are responsible for ensuring that your contact details are correct and accessible.

12. Governing Law

These Terms are governed by the laws of India. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of courts in Lucknow, Uttar Pradesh.

13. Contact & Support

Haina Support Team
Lucknow, India
Email: help@hainacompany.online

For any issues, complaints, or feedback, please contact us through the app or via email.

14. Updates to Terms

Haina reserves the right to modify these Terms at any time. Updated versions will be posted on the platform.

Continued use of the service after updates constitutes your acceptance of the revised Terms.

Parcel Delivery Rules

Maximum weight limit: 20 kg per order
Items must be properly packaged and sealed
Correct address and contact details are mandatory
Restricted or prohibited items are strictly not allowed
Delivery partner waiting time may be limited

Failure to follow these rules may result in cancellation, delays, or additional charges.

Cancellation Rules

Customers may cancel an order before a delivery partner (driver) is assigned without any cancellation charges.
Once a delivery partner has been assigned, cancellation may attract a nominal fee depending on the stage of the order.
Orders cannot be cancelled once the parcel has been picked up by the delivery partner.
In exceptional cases where cancellation is requested after pickup, the customer will be responsible for paying the full or partial delivery charges, including any return costs if applicable.
To request a cancellation, customers must use the in-app support or order support feature. Cancellation requests made outside the platform may not be accepted.
Refunds (if applicable) will be processed within 5–10 working days to the original payment method.
Repeated cancellations or misuse of the service may result in temporary or permanent suspension of the user account.

Customer Responsibilities

Ensure availability at both pickup and delivery locations at the scheduled time to avoid delays or additional charges.
Provide accurate and complete information, including name, phone number, pickup address, and delivery address.
Properly package all items to ensure safety during transit. Haina will not be responsible for damage caused due to inadequate packaging.
Clearly communicate any special instructions related to delivery (e.g., fragile items, handling instructions, landmarks).
Ensure that the parcel complies with all applicable laws and does not include any restricted or prohibited items.
Cooperate with delivery personnel and provide necessary assistance (such as access to buildings, entry permissions, or directions).
Be responsible for answering calls or messages from the delivery partner to ensure smooth coordination.
Ensure that the recipient is available at the delivery location. Failed delivery attempts due to unavailability may result in additional charges.
Verify the parcel details and condition at the time of pickup and delivery.
Make timely payments as per the selected payment method and applicable charges.
Use the platform responsibly and avoid misuse, fraudulent activities, or repeated unnecessary cancellations.

Delivery Partner Responsibilities

Delivery partners must ensure timely pickup and delivery of parcels as per the details provided in the order.
They must handle all parcels with care and follow any special instructions provided by the customer (e.g., fragile items).
Delivery partners must verify parcel details at the time of pickup and ensure correct delivery to the intended recipient.
They are responsible for maintaining professional behavior while interacting with customers and must not engage in any misconduct or inappropriate actions.
Delivery partners must follow all traffic rules, safety regulations, and local laws while performing deliveries.
They must ensure that the parcel is not tampered with, opened, or misused during transit.
In case of any issue (e.g., wrong address, customer unavailability, or parcel concerns), the delivery partner must immediately inform the customer or use the in-app support system.
Delivery partners must not accept or transport any prohibited or restricted items knowingly.
They are responsible for maintaining the condition of the vehicle used for delivery to ensure safe and efficient service.
Any loss, damage, or delay caused due to negligence or misconduct may result in penalties, suspension, or termination from the platform.
Delivery partners must maintain confidentiality of customer information and must not misuse personal data for any unauthorized purposes.

Limitation of Liability

To the maximum extent permitted by applicable law, Haina shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use of our services.

Haina is not responsible for loss of profits, business, or opportunities due to delays or service interruptions.
Our liability for any loss or damage to a parcel shall be limited and subject to internal policies, regardless of the actual value of the item.
We are not liable for damages caused due to improper packaging, incorrect information provided by the customer, or inherent defects in the item.
Haina shall not be responsible for delays, failures, or damages caused by events beyond our control, including but not limited to traffic conditions, weather, strikes, or governmental actions.
In no event shall Haina’s total liability exceed the amount paid by the customer for the specific delivery order.

Account Suspension & Termination

Haina reserves the right to suspend, restrict, or permanently terminate user accounts at its sole discretion under the following circumstances:

Providing false, inaccurate, or misleading information.
Repeated order cancellations or misuse of the platform.
Attempting to transport prohibited or illegal items.
Abuse, harassment, or misconduct towards delivery partners or support staff.
Engaging in fraudulent activities, including payment fraud or fake orders.
Violating any applicable laws or these Terms of Service.

In case of termination, Haina reserves the right to cancel any ongoing orders and withhold refunds if misuse or violation is detected.

Users may also request account deletion by contacting support, subject to completion of any pending obligations.

Indemnification

You agree to indemnify, defend, and hold harmless Haina, its founders, employees, partners, and affiliates from and against any claims, damages, losses, liabilities, or expenses arising out of:

Your use or misuse of the platform or services.
Violation of these Terms of Service.
Sending prohibited, illegal, or dangerous items.
Any incorrect or misleading information provided by you.
Any disputes between you and third parties, including recipients.

This clause shall survive termination of your use of the platform.

Force Majeure

Haina shall not be held liable for any failure or delay in performance due to events beyond its reasonable control, including but not limited to natural disasters, strikes, lockdowns, accidents, government restrictions, network failures, or other unforeseen circumstances.