Terms of Service

Last updated: 27 October 2026 · Applies to the Bikva app, the Bikva Captain app and bikva.in

Bikva is operated by BIKVA (OPC) PRIVATE LIMITED ("Bikva", "we", "us"). Bikva runs an online platform through which customers book the delivery of goods within a city and independent driver partners ("captains") carry them. These terms apply when you use the Bikva app to send goods ("customer"), the Bikva Captain app to take deliveries ("captain"), or our website. By creating an account or booking a delivery you agree to them. Please also read our Privacy Policy.

You must be at least 18 years old to use Bikva.

For customers

1. The service

• Bikva connects you with captains near your pickup point who carry your goods in the vehicle type you choose.
• Deliveries can be booked only where Bikva operates. The app tells you if a pickup point is outside our service area.
• We try to find a captain quickly, but we cannot guarantee that one will accept every booking. If no captain is found, the booking ends and any amount you paid in advance is refunded (see section 10).

2. Your account

• You sign in with your mobile number and a one-time password (OTP). Keep your phone and OTPs to yourself — you are responsible for bookings made from your account.
• Your account can be signed in on one phone at a time. Signing in on a new phone signs you out of the old one.
• Give correct details: your name, pickup and drop addresses, and the sender and receiver names and phone numbers.

3. Booking and price

• The price shown before you book is worked out from the distance, the vehicle, any extra stops and the time of day (night and high-demand rates). It includes the platform fee and GST.
• Some charges can only be known during the trip and are added at the drop, each as its own line:
  • waiting at the pickup beyond the free waiting time shown in the app;
  • cargo above the chosen vehicle's weight capacity;
  • toll and parking paid for you (section 8);
  • any extra amount you choose to add to get a captain faster.
• Scheduled bookings: you can book for a later time within the window shown in the app. We remind you shortly before, and the request goes out to captains at the scheduled time. A scheduled booking is a request, not a guarantee that a captain will be available at that minute.

4. Pickup and delivery

• Be at the pickup point, or have someone there, when the captain arrives, with the goods packed and ready to load.
• The trip starts when you share the pickup OTP with the captain. The receiver at the drop, and at each extra stop, shares the delivery OTP to finish that part of the trip. Share an OTP only with the captain, and only when the goods are handed over.
• The captain takes photos of the goods at the pickup, at each stop and at the drop. These photos and the OTPs are the record that the goods were handed over.
• You can follow the captain live in the app and share a tracking link with the receiver.
• Make sure someone is available at the drop to receive the goods.
• Check before you give the delivery OTP. The receiver should check that every package (box, bag or sack) has arrived and none is torn or opened. If something is wrong, take photos in front of the captain and tell Support before giving the OTP. Giving the OTP confirms that the packages were received in good condition.

5. What you can send

• Send only goods you are allowed to own and move under Indian law, and declare them correctly.
• Do not send anything on the Restricted Items list shown in the app — for example explosives, weapons, drugs and other illegal substances, hazardous or flammable materials, live animals, cash, jewellery and other valuables, and identity or legal documents.
• If you send a restricted item anyway — including cash, jewellery or other costly valuables — it travels entirely at your own risk. Neither Bikva nor the captain is responsible if it is lost, damaged or not delivered.
• Packing is your responsibility. Pack every parcel well enough to travel safely, including against water and rain. If goods inside a parcel get wet or are spoiled by water, neither Bikva nor the captain is responsible.
• Fragile items: before booking, pack them properly yourself, and mark the booking as fragile in the app ("Is it fragile?") so the captain is told. If you did both and the item still breaks during the trip, the captain is responsible for it (section 11). If you did not pack it properly or did not mark it as fragile, breakage is at your own risk.
• Do not load more than the chosen vehicle can carry. A captain may refuse goods that are restricted, unsafe, badly packed or too heavy for the vehicle. You are responsible for any fine, loss or claim caused by goods you sent in breach of this section.

6. Payment and dues

• You can pay from your Bikva wallet (add money to it in the app with UPI or card), or by cash or UPI / QR at the drop — or part from the wallet and the rest at the drop. Online money is always added to the wallet first; a booking is not charged to a UPI/card directly.
• Online payment fee: paying online adds the online payment fee shown in the app before you pay. This fee is charged by the payment process and is not refunded, including when the trip is cancelled.
• Pay the full amount due at the drop. Any amount left unpaid, and any charge added to your trip later (such as an approved toll or parking claim), becomes dues on your Bikva wallet.
• Dues are added to your next booking. If you left a delivery unpaid, your next booking must be paid from your Bikva wallet before it goes out to captains.

7. GST and tax invoices

• GST is charged on deliveries booked through Bikva at the rate set by law — currently 5% for local delivery services. Bikva pays this GST to the government, as the law requires for deliveries made through an online platform.
• GST is included in the price shown in the app. After the trip, a tax invoice is available in the app (Orders → the trip → GST invoice). It shows the taxable value and the GST (CGST + SGST, or IGST) separately.
• Business customers: add your GSTIN and registered business name in the app (Profile → GST details) before booking. Invoices for trips booked after that carry your GSTIN, so you can claim input tax credit.

8. Toll and parking

• If the route needs a toll, or the captain has to pay for parking at the pickup, a stop or the drop, you authorise Bikva and the captain to pay it on your behalf.
• You pay back only the actual amount paid — no markup and no fee is added on it. It is added at the drop and shown as a separate line on your receipt and invoice.
• Toll and parking are a reimbursement of amounts paid for you, not part of the delivery charge, and GST is not charged on them. The full reimbursement goes to the captain who paid.
• If a captain paid a toll or parking charge that was not added at the drop, they may claim it with the receipt within 72 hours of the trip. If Bikva approves the claim, the amount is added to your trip and to your wallet dues, and you are told in the app. Ask Bikva support if you want to see the slip.

9. Offers, wallet and referrals

• Discounts and offers have their own conditions shown in the app, and are taken off before GST is worked out.
• Money in your Bikva wallet (including referral rewards and refunds) is a way to pay for Bikva trips, not a discount — the trip is taxed on its full price. Wallet money cannot be withdrawn as cash unless the law requires it.
• Referral rewards are given as shown in the app, once the conditions there are met. We may withhold rewards obtained by fake accounts or other misuse.

10. Cancellations and refunds

• Cancelling before the captain arrives at the pickup is free.
• Cancelling after the captain has arrived at the pickup carries a cancellation fee that compensates the captain for coming and waiting. The fee terms are shown in the app when you book, and the fee goes to the captain.
• If you paid in advance and the trip ends without a delivery (you cancel, Bikva cancels, or no captain is found), we refund what you paid less any cancellation fee and the online payment fee. Refunds go to your Bikva wallet straight away. (A booking paid directly by UPI/card from an older app version is refunded to that UPI/card — banks usually take 5–7 working days.)
• Bikva may cancel a booking that breaks these terms, for example one carrying restricted items.

11. Complaints about a delivery

• If something went wrong — a parcel that was not delivered, a wrong delivery or wrong charges — tell us through "Parcel not delivered?" or Support in the app, or at support@bikva.in, with the order number, within 24 hours of the trip. A claim made after 24 hours is not accepted, and Bikva has no liability for it.
• We will look into it with the captain, using the trip photos, OTP records and location history, and tell you the outcome.
• Contents of a closed package: Bikva and the captain count packages (boxes, bags or sacks), not the pieces inside them, and do not check what is inside a closed package. If every package was delivered and none was torn or opened, the delivery is complete, and a claim that pieces were missing inside a package is not accepted. If a package arrived torn or opened although the pickup photo shows it closed, report it before giving the delivery OTP (section 4); Bikva then decides from the pickup and drop photos whether the captain is responsible. You may keep your own photos of the contents before packing, but they alone do not prove what was handed over.
• What we pay for: Bikva pays only when the captain picked up your parcel and it was not delivered (it was lost, or not handed over at the drop), and the claim is approved after Bikva has looked into it.
• Proof is required: with the claim, send the bill, invoice or payment proof of the goods. Bikva checks it against the pickup photos and the booking to confirm what was sent and its value. A claim without proof is not paid.
• How much: up to the multiple of the goods value shown in the app at booking (for example 2 times — a ₹500 parcel is covered up to ₹1,000), but never more than the maximum cover shown in the app at booking. The goods value used is the value your proof confirms, not the value typed at booking: if you declared more than the proof shows, we pay on the proven value. The multiple and the maximum are set by Bikva and can change for future bookings; your booking keeps the ones shown when you booked.
• False claims: if the claim is false — the goods were not sent, or the proof is fake or altered — Bikva pays nothing and may block your account.
• Damage: Bikva does not pay for damage to goods. The only damage a captain is responsible for is breakage of a fragile item that you packed properly and marked as fragile in the app (section 5). To claim it, tell us through Support in the app or at support@bikva.in within 24 hours of the trip, with the order number and photos of the broken item. Bikva looks at the pickup and drop photos and the trip record to decide whether the packing was proper and the item was marked fragile, and tells you and the captain the outcome. If the captain is found responsible, the captain pays you directly, up to the goods value you declared at booking. Bikva does not pay this amount.
• What is never covered: restricted items, including cash, jewellery and other valuables (section 5); goods that got wet or were spoiled by water; damage to goods that were not packed properly or not marked fragile; goods declared wrongly; and indirect loss such as lost profit. Bikva does not insure goods — insure goods of higher value yourself.

For captains

12. Joining Bikva

• Captains are independent partners, not employees or agents of Bikva. You decide when to go online and which trips to accept.
• To take trips you must hold a valid driving licence, vehicle registration (RC), insurance and every permit your vehicle needs, and keep them valid. You are responsible for your vehicle, its fuel and upkeep, and for following traffic and transport laws.
• The documents and details you give for verification must be genuine and your own. Bikva may verify them with government and verification partners, and may refuse or remove a captain whose documents fail verification.

13. Earnings and wallet

• For each trip you earn the trip fare less the Bikva amount (platform commission) shown in the app. Waiting charges, extra-stop charges and toll and parking reimbursements are added as shown in the app. Incentives and boosts are paid as described in the app.
• Cash or UPI you collect from a customer is set off against your Bikva wallet; online and wallet payments are credited to your wallet.
• If your wallet falls to the dues limit shown in the app, you cannot go online or take trips until you clear the dues. Bikva may take you offline when this happens, but never in the middle of a trip.
• Payouts go to the bank account you add in the app. Tax is deducted or reported where the law requires.

14. Trip rules

• While you are online, the app shares your location with Bikva, also in the background, so we can send you nearby trips and customers can track their delivery.
• Start a trip only with the customer's pickup OTP, and finish each stop and the drop only with the receiver's delivery OTP. Take the photos the app asks for at the pickup, at each stop and at the drop.
• Collect only the amount the app shows. Do not ask customers for extra money.
• Cancel only for a genuine reason. Cancellations after accepting a trip may carry a penalty and count towards the cancellation limits shown in the app; repeated cancellations can lead to suspension. If your vehicle breaks down, use the breakdown option in the app so the goods can be handed over to another captain.
• Your account can be signed in on one phone at a time.
• Take care of the goods from pickup to drop. Handle goods marked fragile with extra care, and check the packing at pickup — you may refuse goods that are badly packed (section 5).
• If a fragile item that the customer packed properly and marked as fragile breaks during your trip, you are responsible for it and must pay the customer for it directly, up to the goods value declared at booking, once Bikva has looked at the trip photos and heard your side. You are not responsible for restricted items, for goods that got wet or were spoiled by water, or for breakage of goods that were badly packed or not marked fragile.
• If a parcel you picked up is not delivered through your fault, Bikva may recover the amount it paid the customer from your earnings or wallet, after looking at the trip evidence and hearing your side.
• Rate the customer after each trip.

For everyone

15. Conduct

• Treat each other with respect. Abuse, threats, harassment, discrimination or violence are not allowed.
• Do not misuse the apps — no fake accounts or bookings, no fraud, and no attempts to get around fares, OTPs, dues or verification.
• In an emergency, use the SOS option in the app or call 112.

16. Suspension and account deletion

• Bikva may suspend or close an account that breaks these terms or the law, or to protect customers, captains or the public. Where we can, we tell you why.
• You can delete your account in the app (Profile or Account → Delete Account) — see bikva.in/delete-account.html. An account cannot be deleted while a trip is in progress. Trip, payment and tax records are kept as long as the law requires.

17. Changes to these terms

We may update these terms. We will change the date at the top and, for important changes, tell you in the app. Fares, fees and other amounts shown in the app may change from time to time; the amounts shown when you book or accept a trip apply to that trip.

18. Law and disputes

These terms are governed by the laws of India. Courts at New Delhi have jurisdiction over any dispute, without stopping you from using any consumer forum available to you by law. Please contact us first — most problems can be solved quickly through support.

19. Contact and Grievance Officer

Grievance Officer, BIKVA (OPC) PRIVATE LIMITED
Email: support@bikva.in
Phone / WhatsApp: +91 76697 02435
We respond to grievances within the time required by law.