Last Updated: July 24, 2026
This Shipping & Delivery Policy (“Policy”) explains how deliveries and transportation bookings placed through the YOHO mobile application and website (the “Platform”) are fulfilled by YOHO's independent delivery/transport partners (“Partners”, “Pilots”). It should be read together with our Partner Terms and Conditions and Partner Privacy Policy. This Policy applies to all Users placing orders and all Partners fulfilling them on the Platform operated by Bright India Global Industries Private Limited (“YOHO”, “Company”, “we”, “us”).
YOHO is a technology platform that connects Users seeking delivery of goods or passenger transportation with independent Partners who fulfil such requests using their own registered vehicles. YOHO is an intermediary facilitator; the actual delivery/transportation service is rendered by the Partner directly to the User. YOHO does not itself own, operate, or take physical custody of any vehicle or Consignment, and does not itself act as a common carrier.
Services are available only in the cities and localities notified within the Platform at the time of booking. Availability may vary by time, demand, and Partner supply, and YOHO does not guarantee Service availability at every location or at every time of day. YOHO may expand, restrict, or temporarily suspend Service availability in a given area, including due to regulatory requirements, safety concerns, or operational constraints, and will endeavour to reflect current availability accurately on the Platform.
Delivery timelines and capability depend on the vehicle category assigned to your order:
All timelines stated above are indicative and non-binding estimates displayed on the Platform at the time of booking. Actual delivery times may vary due to traffic, weather, vehicle category, distance, order volume, multi-stop routing, road closures, or other operational factors beyond YOHO's or the Partner's reasonable control. YOHO does not guarantee delivery within any specific time window unless expressly agreed in writing for a particular enterprise or business account.
Users are responsible for providing accurate and complete pickup and drop-off addresses, correct contact numbers, and any access instructions (such as gate codes or building details) necessary for the Partner to complete the Service. YOHO and the Partner are not responsible for delays or failed deliveries arising from inaccurate, incomplete, or outdated address or contact information provided by the User.
Users are responsible for ensuring goods are adequately and safely packaged for transport prior to handover to the Partner, including for fragile, perishable, or liquid items, which should be clearly marked and appropriately cushioned or insulated. Partners are required to handle goods with reasonable care and must not open, tamper with, or damage packaging beyond what is necessary to complete the delivery. Any loss caused by a Partner's tampering, damage, or mishandling may be recovered from the Partner in accordance with the Partner Terms and Conditions. YOHO recommends that Users declare the nature of fragile or high-value Consignments at the time of booking, where the Platform provides this option, so that appropriate handling instructions can be conveyed to the Partner.
Every order includes a Free Waiting Period at pickup (and, for multi-stop parcel orders, at each intermediate stop and drop-off), as displayed in-app. Once this free period lapses, waiting time charges accrue on a per-minute basis and are payable directly by the User to the Partner at the time of pickup or completion. For passenger bookings, waiting charges apply only at the pickup point, not during the ride or at drop-off. Full details are set out in the Waiting Time Charges Policy within the Partner Terms and Conditions (Part H).
Where the Recipient is not available at the drop-off location, the Partner will attempt to contact the Recipient through the contact details provided at booking and will wait for the Free Waiting Period (after which waiting charges apply, as described above). If the Recipient remains unavailable beyond a reasonable additional period, or does not respond to contact attempts, the Partner may, at YOHO's discretion and after attempting to reach the Consignor: (a) return the Consignment to the Consignor, subject to a return/redelivery charge; (b) hold the Consignment for a subsequent redelivery attempt, subject to applicable charges; or (c) treat the order as an unsuccessful delivery, in which case the Cancellation and Refund Policy set out in the Partner Terms and Conditions shall apply.
A delivery or pickup may fail where: the User or recipient is unavailable at the specified location and does not respond within a reasonable time; an incorrect or incomplete address/contact number was provided; the recipient refuses to accept the goods; the User cancels after the Partner has already arrived; or the goods are found to be prohibited, unsafe, or misdescribed. In such cases, applicable waiting and/or cancellation charges may apply, and YOHO or the Partner may, at their discretion, attempt redelivery, return the goods, or treat the order as cancelled, subject to the Cancellation and Refund Policy in the Partner Terms and Conditions.
Depending on the order type and Platform configuration, delivery completion may be verified through an OTP shared with the Recipient, an electronic signature, or a photograph of the delivered Consignment at the drop-off location. Users are encouraged to retain their booking confirmation and any OTP until delivery is confirmed complete on the Platform. Disputes regarding delivery completion will ordinarily be assessed with reference to the POD captured on the Platform at the time of the relevant order.
Where a User selects a cash-on-delivery or cash-collection payment option, the full applicable amount (including any applicable waiting or toll charges) must be paid directly to the Partner at the time of delivery or completion. Payments collected in cash are deemed to be received on YOHO's behalf where the underlying service fee is owed to YOHO, and are subject to reconciliation as per YOHO's payout policies. Users opting for cash collection should ensure exact or reasonably close change is available where possible, to avoid delays at the point of delivery.
While Partners are expected to handle goods with reasonable care, YOHO does not itself take physical custody of goods and is not an insurer of shipments. Any damage, loss, or delay arising from a Partner's negligence, unsafe handling, or non-compliance with this Policy or the Partner Terms and Conditions may be investigated by YOHO, and appropriate action (including recovery from the Partner or facilitation of a claim) may be taken at YOHO's discretion.
Reporting a Claim: Users are encouraged to report any damage, loss, or significant delay to YOHO support within 24 hours of the scheduled delivery, together with photographic evidence where available, for the matter to be investigated effectively. Claims raised beyond 7 days from the date of the order may not ordinarily be processed, save in exceptional circumstances at YOHO's discretion.
Investigation Process: On receipt of a claim, YOHO will review the relevant order details, Partner-side records (such as pickup/drop-off photographs and POD), and any available correspondence, and will endeavour to communicate an outcome within a reasonable period. YOHO's and the Partner's liability for any such claim is subject to the limitation of liability set out in Part R of the Partner Terms and Conditions.
Goods-in-Transit Insurance: Unless expressly stated for a specific enterprise arrangement, YOHO does not provide goods-in-transit insurance as a standard feature of the Service. Users transporting high-value or fragile Consignments are encouraged to arrange their own insurance cover where appropriate.
Partners must not transport, and Users must not tender for transport, any goods that are illegal, hazardous, prohibited, or restricted under Applicable Law, including but not limited to:
YOHO and its Partners reserve the right to refuse or discontinue transport of any Consignment reasonably suspected to fall within this category, without liability to the User. Where a Partner reasonably suspects a Consignment contains prohibited or restricted goods, the Partner is required to decline the order and report the matter to YOHO support and, where appropriate, to law enforcement, in accordance with the Partner Terms and Conditions.
Where the Service involves transportation of a passenger rather than goods, the Partner shall ensure the passenger's safety, security, and comfort throughout the trip, strictly in compliance with traffic regulations, road safety norms, and applicable passenger-carrying capacity limits for the assigned vehicle category. Only Two-Wheeler and Mini Three-Wheeler categories are permitted for passenger transport, as set out in Part D.3 of the Partner Terms and Conditions. Passengers may report any safety concern, misconduct, or service issue to YOHO support during or after the trip, and YOHO will investigate such reports in accordance with its internal safety protocols.
Cancellation of a booking, whether by the User or the Partner, is governed by the Cancellation and Refund Policy set out in Part I of the Partner Terms and Conditions, including applicable cancellation charges where the Partner has already accepted the order and is en route.
YOHO and its Partners shall not be liable for delays or failures in delivery/transportation caused by events beyond their reasonable control, including natural disasters, extreme weather (including monsoon-related flooding or waterlogging common in parts of Gujarat during the rainy season), strikes, riots, civil unrest, government-imposed restrictions or curfews, road closures, accidents on the route, or technical/network outages affecting the Platform. Where such an event affects Service availability or timelines in a given area, YOHO will endeavour to reflect this on the Platform where practicable.
YOHO's role is limited to that of an intermediary technology platform connecting Users with independent Partners. Except as expressly stated in this Policy or the Partner Terms and Conditions, YOHO does not guarantee delivery timelines, does not act as an insurer or bailee of Consignments, and its liability, together with that of its affiliates, officers, and employees, is subject to the limitation of liability set out in Part R of the Partner Terms and Conditions (currently capped at ₹15,000 in aggregate).
For questions regarding an active or completed order, delivery timelines, or a service issue, Users and Partners may contact YOHO support at the details below. Complaints relating to a specific order should be raised as soon as possible, and in any event within 7 days of the order, to allow for effective investigation.
Escalation Matrix:
This Policy may be updated from time to time to reflect operational or regulatory changes; material changes will be notified through the Platform, generally with reasonable advance notice where practicable. Continued use of the Platform after such notice constitutes acceptance of the revised Policy.
Support Team, YOHO (Bright India Global Industries Private Limited)
Western Business Park, 409, Udhana – Magdalla Rd, opp. SD Jain School, Vesu, Surat, Gujarat 395007
Email: support@bookyoho.com
Phone: +91 75675 83505
Time: Monday to Friday (10 a.m. to 6 p.m.)
Grievance Officer, YOHO (Bright India Global Industries Private Limited)
Western Business Park, 409, Udhana – Magdalla Rd, opp. SD Jain School, Vesu, Surat, Gujarat 395007
Email: grievance@bookyoho.com
