Terms & Conditions

Effective Date: July 10, 2026

1. Introduction

Welcome to Polo City Connect Private Limited ("Polo City", "Company", "we", "our", or "us"). These Terms & Conditions ("Terms") govern your access to and use of the PoloCity Passenger App, PoloPilot Driver App, website, and related services (collectively, the "Services").

By registering for an account or using our Services, you agree to comply with these Terms. If you do not agree with any part of these Terms, you must discontinue using our Services.

2. Definitions

For the purposes of these Terms:

  • Passenger means a user who books transportation through the PoloCity platform.

  • Pilot means an independent driver registered on the PoloPilot platform to provide transportation services.

  • Ride means a transportation service booked through the PoloCity platform.

  • Platform means the PoloCity mobile applications, website, APIs, and related systems.

  • User means any Passenger or Pilot using the Services.

3. Eligibility

To use the Services, you must:

  • Be at least 18 years of age or have the consent of a parent or legal guardian where permitted by law.

  • Provide accurate and complete registration information.

  • Maintain a valid mobile number and email address.

  • Use the Services only for lawful purposes.

Pilots must additionally possess:

  • A valid Driving Licence.

  • Commercial vehicle registration (where applicable).

  • Valid insurance.

  • Required permits and approvals.

  • Any additional documentation required by applicable law.

4. User Account

Users are responsible for:

  • Maintaining the confidentiality of login credentials.

  • Keeping account information accurate and up to date.

  • All activities conducted through their account.

You must immediately notify Polo City of any unauthorized use of your account.

5. Nature of Service

Polo City Connect Private Limited operates a technology platform that connects Passengers with independent Pilots.

Polo City does not own, operate, or control the vehicles used by Pilots and is not a transportation provider. Transportation services are provided directly by independent Pilots.

6. Booking a Ride

Passengers may:

  • Request rides through the PoloCity App.

  • View estimated fares before booking.

  • Track their assigned Pilot.

  • Share trip details with trusted contacts.

  • Cancel rides subject to the Cancellation Policy.

Ride availability depends upon:

  • Pilot availability.

  • Weather conditions.

  • Network connectivity.

  • Local regulations.

  • Operational constraints.

7. Pilot Responsibilities

Pilots agree to:

  • Maintain all legally required licences and permits.

  • Keep vehicles roadworthy and clean.

  • Drive safely and responsibly.

  • Follow all applicable traffic laws.

  • Treat Passengers respectfully.

  • Maintain professional conduct.

  • Refrain from discrimination or harassment.

Pilots remain solely responsible for their conduct while providing transportation services.

8. Passenger Responsibilities

Passengers agree to:

  • Provide accurate pickup and drop locations.

  • Treat Pilots respectfully.

  • Wear seat belts where available.

  • Avoid damaging the vehicle.

  • Refrain from abusive, violent, or illegal behaviour.

  • Avoid carrying prohibited or illegal items.

Passengers are responsible for any damage caused to a Pilot's vehicle due to negligence or misconduct.

9. Fares and Payments

Ride fares are calculated using factors including:

  • Distance travelled

  • Time

  • Traffic conditions

  • Demand

  • Ride category

  • Applicable taxes

  • Tolls (where applicable)

Payment methods may include:

  • UPI

  • Credit/Debit Cards

  • Net Banking

  • Digital Wallets

  • Cash (where available)

All payments are processed securely through approved payment partners.

10. Cancellation Policy

Passengers and Pilots may cancel rides subject to the Company's Refund & Cancellation Policy.

Cancellation charges may apply where appropriate.

Repeated cancellations may result in account restrictions.

11. Ratings and Reviews

Passengers and Pilots may rate each other after every completed ride.

Ratings help maintain service quality.

Polo City reserves the right to suspend or remove users who consistently receive poor ratings or violate community standards.

12. Promotions and Discounts

The Company may offer:

  • Coupons

  • Referral rewards

  • Promotional credits

  • Discounts

  • Loyalty rewards

These offers:

  • Have no cash value.

  • May expire.

  • Cannot be transferred.

  • May be withdrawn at any time.

13. Safety

Polo City provides several safety features including:

  • GPS tracking

  • Emergency SOS

  • Ride sharing with trusted contacts

  • Pilot verification

  • Vehicle verification

Users remain responsible for their personal safety and should exercise reasonable caution while using the Services.

14. Prohibited Activities

Users must not:

  • Use the platform for illegal purposes.

  • Harass or abuse other users.

  • Provide false information.

  • Create fake accounts.

  • Interfere with platform security.

  • Reverse engineer the applications.

  • Attempt unauthorized access.

  • Upload malware or malicious software.

  • Use automated bots without authorization.

Violation of these Terms may result in immediate suspension or permanent termination.

15. Intellectual Property

All intellectual property rights relating to the PoloCity platform, including:

  • Logos

  • Trademarks

  • Software

  • Source code

  • Designs

  • Graphics

  • Content

are owned by or licensed to Polo City Connect Private Limited.

Users may not copy, reproduce, modify, distribute, or exploit any part of the platform without prior written consent.

16. Privacy

Your use of the Services is also governed by our Privacy Policy.

By using our Services, you consent to the collection and processing of your information as described in the Privacy Policy.

17. Limitation of Liability

To the maximum extent permitted by law:

  • Polo City provides a technology platform connecting Passengers and Pilots.

  • We do not guarantee uninterrupted availability of the Services.

  • We are not liable for delays caused by traffic, weather, government actions, network outages, or force majeure events.

  • We are not responsible for the actions or omissions of independent Pilots or Passengers.

Our total liability for any claim shall not exceed the amount paid by the Passenger for the ride giving rise to the claim.

18. Indemnification

You agree to indemnify and hold harmless Polo City Connect Private Limited, its directors, employees, affiliates, and partners from any claims, damages, liabilities, costs, or expenses arising out of:

  • Your misuse of the Services.

  • Violation of these Terms.

  • Violation of applicable laws.

  • Infringement of third-party rights.

19. Suspension and Termination

We may suspend or terminate your account if you:

  • Violate these Terms.

  • Engage in fraudulent activities.

  • Provide false information.

  • Compromise platform security.

  • Engage in abusive or unlawful behaviour.

Users may also request account deletion through the application or by contacting customer support.

20. Force Majeure

Polo City shall not be liable for any failure or delay caused by events beyond its reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Earthquakes

  • Civil unrest

  • Internet outages

  • Government restrictions

  • Pandemics

  • Strikes

  • War

21. Changes to the Terms

We may update these Terms from time to time.

Revised Terms will be published on our website and mobile applications.

Continued use of the Services after changes become effective constitutes acceptance of the updated Terms.

22. Governing Law and Jurisdiction

These Terms shall be governed by the laws of India.

Any dispute arising from these Terms or the use of the Services shall be subject to the exclusive jurisdiction of the competent courts located in Imphal, Manipur.

23. Contact Information

Polo City Connect Private Limited

Customer Support

Email: support@polocity.in

Website: www.polocity.co.in

Registered Office:

Kakwa Makha Nameirakpam Leikai
Imphal East, Manipur – 795008
India

24. Grievance Redressal

For complaints relating to the Services or these Terms, users may contact:

Grievance Officer

Polo City Connect Private Limited

Email: info@polocity.in

We aim to acknowledge complaints within 48 hours and resolve them within 30 days, in accordance with applicable Indian laws.

25. Acceptance of Terms

By creating an account, accessing, or using the PoloCity Passenger App, PoloPilot Driver App, website, or any related Services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

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Polo City – Driving Manipur Forward, One Ride at a Time.