Delivery Partner Agreement & Operational Standards

Rider Terms of Service

Effective Date: March 1, 2025•Last Updated: October 9, 2026

These Terms of Service govern your relationship as an independent delivery partner with DIFWA. By registering on the Rider App and accepting water delivery orders, you agree to these operational, payout, and safety terms.

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1.Independent Delivery Partner Status & Eligibility 2.Onboarding, KYC & Vehicle Documentation 3.Order Acceptance, Pickup & Doorstep Delivery 4.Cash on Delivery (COD) Handling & Daily Remittance 5.Empty Bottle Inspection & Security Deposit Rules 6.Earnings, Distance Tariffs & Weekly Payouts 7.Road Safety, Vehicle Law & Code of Conduct 8.Account Suspension, Deactivation & Voluntary Exit 9.Rider Helpdesk & Grievance Contact

1.Independent Delivery Partner Status & Eligibility

By onboarding or accepting delivery requests on the Difwa Rider App, you agree to these Rider Terms of Service. You acknowledge and affirm the following contractual relationship:

Independent Contractor Relationship: You provide delivery services as an independent freelance contractor and not as an employee, agent, partner, or joint venturer of Difwa. You have total autonomy to decide your working hours, shift timings, and order acceptance.

Age & Legal Eligibility: You must be at least 18 years of age and legally authorized to enter into service agreements and drive commercial/passenger two-wheelers in India.

Vehicle & Equipment Requisites: You must possess an operable two-wheeler or cargo carrier suited for safely transporting 20L water cans and campers, along with a GPS-enabled smartphone.

2.Onboarding, KYC & Vehicle Documentation

To activate and maintain your rider account, you must provide authentic verification documents:

Identification Proof: Valid Government Identity (Aadhaar Card / PAN Card) and Driving License (DL) for motorized vehicles.

Vehicle Registration & Insurance: Valid Vehicle Registration Certificate (RC) and valid Third-Party Insurance for the delivery vehicle.

Bank Account for Payouts: Active savings or current bank account with correct IFSC and UPI ID registered in your own legal name for weekly disbursement of delivery earnings.

Document Maintenance: You agree to immediately upload updated documents upon expiry of your Driving License or vehicle insurance. Delivering with expired documents leads to immediate account suspension.

3.Order Acceptance, Pickup & Doorstep Delivery

When you toggle your status to 'Online' in the Difwa Rider App, delivery requests within your operational vicinity may be dispatched to you:

Order Acceptance Freedom: You retain the freedom to accept or reject any delivery broadcast. Once you accept an order, you commit to fulfilling the pickup and doorstep handover professionally.

Vendor Hub Pickup: Promptly arrive at the designated water supplier hub, verify the seal integrity and brand specifications of the 20L water cans, and inspect the delivery slip.

Doorstep Delivery & Handover: Deliver the sealed cans to the customer's specified doorstep, floor, or reception area within the scheduled time window. Treat customers with dignity and respect.

Proof of Delivery (POD): Capture a clear digital photo or customer OTP in the Rider App to confirm successful handover and release payout credit to your wallet.

4.Cash on Delivery (COD) Handling & Daily Remittance

For Cash on Delivery (COD) orders, riders are entrusted with fiduciary collection of payments from customers on behalf of the vendor hub:

Strict Fiduciary Responsibility: All physical cash collected from customers remains the legal property of the fulfillment vendor hub / Difwa. You hold this cash in trust.

Cash in Hand Limits: The Rider App enforces a maximum allowable Cash-in-Hand threshold. If your collected cash exceeds this limit, new order assignments will be paused until cash is remitted.

Daily Settlement & Handover: You must remit and settle all collected cash with the assigned partner hub or via instant online UPI settlement before completing your shift.

Zero Tolerance for Default: Failure to remit collected COD cash constitutes a criminal breach of trust, leading to immediate account termination, recovery proceedings, and legal action.

5.Empty Bottle Inspection & Security Deposit Rules

20L water cans operate on a closed-loop doorstep exchange model. Delivery partners are responsible for inspecting returned containers:

1-to-1 Container Swap: For refill orders, ensure the customer hands over standard, undamaged, food-grade 20L empty cans equal to the quantity of full bottles delivered.

Damaged / Contaminated Jars: Do not accept broken, cracked, oil-contaminated, or non-standard jars. Promptly guide the customer through deposit charges in the app.

New Bottle Deposit Collection: If the customer ordered a new bottle with deposit, collect the required deposit specified on the order and issue a digital confirmation.

Return to Vendor Hub: All collected empty jars must be returned to the vendor hub during your next visit or at the end of the delivery cycle.

6.Earnings, Distance Tariffs & Weekly Payouts

Difwa offers transparent, weekly earnings based on delivery performance and road distance:

Earning Calculation Structure: Your payout comprises: (1) base delivery fee per order, (2) kilometer-based distance rate from hub to doorstep, (3) heavy load / upper floor carrying bonus where applicable, and (4) 100% of customer tips.

Weekly Payout Cycle: Accumulated earnings are settled weekly via direct bank transfer (NEFT/IMPS) or UPI payout to your registered bank account.

Platform Deductions: Difwa reserves the right to deduct unremitted COD amounts, verified jar loss values, or statutory TDS deductions from weekly settlement disbursements.

7.Road Safety, Vehicle Law & Code of Conduct

Delivery partners must maintain the highest standards of road safety and professional conduct at all times:

Traffic Regulations & Helmet Compliance: You must strictly obey Indian traffic laws, speed limits, and wear an ISI-certified safety helmet while operating motorized two-wheelers.

Zero Tolerance Policy: Immediate permanent blacklisting for: (a) driving under the influence of alcohol or narcotics, (b) verbal abuse or physical harassment of customers or hub operators, (c) opening bottle seals or water tampering, and (d) fraudulent order manipulation.

Safe Carrying Load: Never overload your vehicle beyond safe carrying capacity. Use proper carrier racks or bungee straps designed for heavy 20-litre cans.

8.Account Suspension, Deactivation & Voluntary Exit

Rules governing the cessation of delivery partnership on the Difwa platform:

Voluntary Exit: You may discontinue providing delivery services at any time. Simply settle all pending COD cash, return any hub property, and uninstall the app.

Inactivity & Deactivation: Difwa reserves the right to temporarily pause accounts inactive for more than 45 days, requiring quick re-verification upon reactivation.

Permanent Termination for Cause: Difwa may terminate partner access immediately for fraudulent GPS spoofing, repeated order cancellations post-acceptance, customer complaints, or criminal misconduct.

9.Rider Helpdesk & Grievance Contact

For questions, clarifications, dispute reviews, or grievance redressal regarding these Rider Terms of Service, please reach out to our partner support team:

difwaservices@gmail.com

Rider App Access & Testing Credentials

Authorized test credentials for Google Play Store review & verification.

Rider Review Environment

Reviewers and testers can authenticate using the following test account to inspect water delivery partner workflows:

RIDER MOBILE NUMBER

8052290222

STATIC TEST OTP

123456

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