Terms & Conditions

Last Updated: 24 August 2026

Welcome to MFast. These Terms & Conditions ("Terms", "Agreement") govern your access to and use of the mobile applications (including the MFast Customer App and the MFast Saathi / Rider App), the website, software, technology platforms, and on-demand parcel pickup, delivery, logistics, and digital services provided by MFast ("MFast", "we", "us", or "our").

By downloading, installing, registering with, accessing, placing orders through, accepting delivery requests on, or otherwise using the MFast platform, you ("User", "Customer", "Sender", "Recipient", or "Delivery Partner / Rider") agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must immediately cease using the platform.

1. Platform Role & Relationship of Parties

MFast is a technology platform that connects customers (individuals and businesses) requiring on-demand parcel pickup and delivery services with independent third-party delivery partners ("Riders" / "Delivery Partners").

• Independent Contractor Status: Delivery Partners / Riders operating on the MFast platform are independent contractors and freelancers. They are not employees, agents, joint venturers, or legal representatives of MFast. Riders retain full discretion over when, where, and how long they make themselves available to accept delivery requests.
• Technology Intermediary: MFast operates as an electronic technology aggregator and intermediary under the Information Technology Act, 2000. MFast facilitates discovery, matching, routing, payment processing, and real-time status communication between customers and delivery partners.

2. Eligibility & Account Registration

• Age Requirement: You must be at least 18 years of age and legally competent to enter into binding contracts under the Indian Contract Act, 1872 to create an account and use MFast Services.
• Account Authentication: Registration requires a valid mobile number verified via One-Time Password (OTP). You agree to provide accurate, complete, and updated information during sign-up.
• Corporate & Business Accounts: If registering on behalf of a company, partnership, or commercial entity, you represent and warrant that you are authorized to bind that entity, provide its registered business name, address, GSTIN, and company PAN, and agree to these Terms on its behalf.
• Account Security: You are solely responsible for safeguarding your login credentials and device access. Any activity, order placement, or transaction initiated through your authenticated account shall be deemed authorized by you. You must immediately notify MFast of any unauthorized account access.

3. Customer & User Responsibilities

When placing an order or using MFast as a customer or sender, you agree to:

• Accurate Details: Provide accurate and complete pickup and delivery details, including recipient name, valid contact phone number, exact street address, postal pincode, and relevant landmarks.
• Packaging Standards: Ensure that all goods and parcels are securely, safely, and appropriately packed in tamper-proof packaging suitable to withstand normal transport handling by two-wheelers, three-wheelers, or other vehicles. MFast and its delivery partners are not liable for damage arising from inadequate or defective packaging.
• Accurate Declaration: Correctly declare package category, approximate weight, and dimensions when placing an order. MFast reserves the right to recalculate delivery fares or cancel orders if parcel dimensions or weight exceed platform limits.
• Availability & Handoff: Ensure that sender and recipient are reachable at their designated phone numbers at the time of pickup and delivery.

4. Delivery Partner / Rider Verification & Obligations

Individuals registering as Delivery Partners on the MFast Rider App ("MFast Saathi") must fulfill the following requirements:

• Document Verification & KYC: Prior to accepting delivery requests, riders must submit valid identification and regulatory verification documents, including a live profile photo, Indian Driving Licence (DL), Vehicle Registration Certificate (RC Book), Aadhaar Card, Address Proof (Electricity/Utility Bill), emergency contact details, and bank account details for payout processing.
• Legal & Road Safety Compliance: Riders must hold a valid, active driving licence appropriate for their vehicle type, maintain valid vehicle insurance, pollution under control (PUC) certificate, and comply with all applicable traffic laws, speed limits, helmet requirements, and regulations under the Motor Vehicles Act, 1988.
• Background Location & Availability: Riders acknowledge and consent that the Rider App tracks device location in both the foreground and background while on active shift/duty to match nearby delivery orders, calculate route distances, provide live shipment tracking to customers, and ensure safety.
• Professional Conduct: Riders agree to handle parcels with due care, interact courteously with senders and recipients, maintain delivery verification protocols (including delivery OTP validation), and refrain from opening, tampering with, or inspecting the contents of sealed packages without lawful cause.

5. Prohibited & Restricted Items

Users are strictly prohibited from booking, transporting, dispatching, or attempting to deliver any of the following items through MFast:

• Illegal narcotics, psychotropic substances, drugs, or banned chemical compounds.
• Firearms, weapons, ammunition, explosives, fireworks, or dangerous contraband.
• Flammable, corrosive, toxic, radioactive, or hazardous substances.
• Alcoholic beverages or tobacco products where prohibited by regional or local state laws.
• Currency notes, coins, bullion, precious gems, negotiable instruments, or uncrossed bearer cheques.
• Stolen goods, counterfeit items, or articles infringing third-party intellectual property.
• Live animals, livestock, or human remains.
• Perishable food items without adequate protective packing, or items violating health regulations.
• Any item or material whose transport, distribution, or possession is prohibited under applicable Indian law.

MFast and Delivery Partners reserve the absolute right to refuse, cancel, inspect (if suspicious), quarantine, or report to law enforcement authorities any parcel suspected of containing prohibited or illegal items. Senders bear full civil and criminal liability for all damages, penalties, and legal consequences arising from the dispatch of prohibited goods.

6. Pricing, Payments, Wallet & Settlements

6.1 Fare Calculation

Delivery charges are calculated based on parameters including distance traveled, route, estimated time, package category/weight, vehicle type, and prevailing market or surge conditions (e.g., peak hours, severe weather, or high demand). All applicable fares, taxes, and service fees will be presented to the customer prior to order confirmation.

6.2 Payment Modes

MFast supports various payment options:

• Online Digital Payments: Payments processed securely through RBI-authorized payment gateways via UPI, Net Banking, Credit Cards, and Debit Cards.
• In-App Wallet: Pre-funded digital wallet balances that can be recharged and used for instant order checkout.
• Cash on Delivery (COD) / Cash on Pickup (COP): Cash paid directly by the sender or recipient upon pickup or delivery, or settled via dynamic digital payment QR codes.

6.3 In-App Wallet Policy

• Wallet balances can be utilized exclusively for settling order payments and fees on the MFast platform.
• Customer wallet balances are non-transferable to bank accounts or third parties, except in cases of authorized promotional or refund adjustments.
• Refunds for eligible cancelled or failed orders paid via wallet will be credited back directly to the user's MFast wallet.

6.4 Rider Payouts & Commission

Delivery partner earnings are credited to the rider's platform account balance based on completed deliveries, distance traveled, incentives, and tips, minus platform service commissions. Payout balances are periodically disbursed to the rider's verified bank account via standard electronic fund transfer channels.

7. Cancellation, Failed Deliveries & Refunds

• Cancellation by Customer: Customers may cancel an order free of charge before a delivery partner has been assigned. If an order is cancelled after a rider has been assigned or has arrived at the pickup location, a reasonable cancellation fee may be charged to compensate the rider for time and travel expenses.
• Failed Delivery / Receiver Unavailability: If a delivery partner arrives at the designated drop location and the recipient cannot be contacted after reasonable attempts (within a standard waiting period), the parcel may be returned to the sender. Additional return-to-origin (RTO) charges or reattempt delivery fees will apply.
• Refund Timelines: Where a refund is approved by MFast for an eligible failed transaction or approved claim, refunds are processed within 5 to 7 business days to the original payment source or credited immediately to the in-app wallet.

8. Limitation of Liability & Disclaimers

• "As-Is" Provision: The MFast platform, mobile applications, and services are provided on an "as is" and "as available" basis without express or implied warranties of any kind, including merchantability, fitness for a particular purpose, or uninterrupted service availability.
• Delivery Estimates: Estimated pickup and delivery times displayed in the app are approximations and may fluctuate due to traffic conditions, weather disruptions, route detours, technical glitches, or unforeseen operational hurdles. MFast does not guarantee rigid delivery timeframes.
• Damage & Loss Exclusions: MFast is not liable for indirect, incidental, special, punitive, or consequential damages (including loss of profits, business interruption, or emotional distress) resulting from the use or inability to use the platform, delivery delays, or actions of independent delivery partners.
• Liability Cap: To the maximum extent permitted by applicable Indian law, the total cumulative liability of MFast for any direct claim arising out of a specific delivery order shall not exceed the total delivery fare paid for that specific order.

9. Indemnification

You agree to indemnify, defend, and hold harmless MFast, its affiliates, directors, officers, employees, agents, and delivery partners from and against any and all claims, damages, liabilities, losses, costs, penalties, and legal fees arising out of or in connection with:

• Your breach or violation of any provision of these Terms or applicable Indian laws.
• The contents of any package dispatched by you, including any prohibited, dangerous, or illegal items.
• Inaccurate, false, or misleading delivery addresses, contact details, or KYC documents provided by you.
• Any infringement of third-party intellectual property or privacy rights.
• Negligent, reckless, or unlawful acts committed by you during the course of using the platform.

10. Intellectual Property Rights

All intellectual property rights in the MFast platform, mobile apps, logos, trademarks, UI/UX designs, code, software, databases, text, graphics, and branding are the exclusive property of MFast.

Users are granted a limited, non-exclusive, non-transferable, revocable license to access and use the MFast apps solely for personal or legitimate internal business use. You agree not to copy, reverse-engineer, decompile, scrape, exploit, distribute, or create derivative works from any part of our platform without prior written authorization.

11. Account Suspension & Termination

MFast reserves the right to immediately suspend, restrict, or permanently terminate your account and access to the Services without prior notice if:

• You violate these Terms, our Privacy Policy, or applicable laws.
• You engage in fraudulent activity, fake order generation, GPS spoofing, payment abuse, or identity theft.
• A delivery partner submits forged or invalid KYC/licensing documents or exhibits unsafe driving behavior.
• You engage in abusive, harassing, threatening, or discriminatory conduct toward customers, riders, or support staff.

12. Governing Law & Dispute Resolution

These Terms shall be governed by, construed, and enforced in accordance with the laws of the Republic of India.

Any dispute, controversy, or claim arising out of or relating to these Terms, the platform, or the Services shall first be submitted to amicable discussion and mediation. If unresolved, all disputes shall be subject to the exclusive jurisdiction of the competent courts located in Mumbai, Maharashtra, India.

13. Modifications to Terms

MFast reserves the right to amend, update, or replace these Terms at any time. When modifications occur, the "Last Updated" date at the top of this page will be revised. Significant changes will be communicated via in-app notifications or platform announcements. Your continued use of the platform following the publication of revised Terms signifies your full agreement to the updated Terms.

14. Grievance Redressal & Contact Us

If you have any questions, concerns, feedback, or grievances regarding these Terms or the MFast platform, please contact our designated Grievance Cell:

MFast Grievance Officer
Entity: MFast
Email: mfastenterprise125@gmail.com
Phone / Helpline: +91 9137582829
Location: Mumbai, Maharashtra, India

We are committed to addressing customer and delivery partner grievances in an expeditious and transparent manner in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000.