Customer Terms & Conditions
These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "User") and Desteno (operated by JPS Logistics, Kanpur, Uttar Pradesh) governing your access to and use of the Desteno mobile application, website, and related services. By creating an account, making a booking, or using any part of our platform, you confirm that you have read, understood, and agree to be bound by these Terms in their entirety.
1Definitions
- "Platform" means the Desteno mobile application, website (desteno.com), and any related digital service.
- "Service" means the driver-on-demand, monthly driver hire, or chauffeur service facilitated through the Platform.
- "Driver" means an independent service provider registered on the Platform.
- "Booking" means a confirmed request for a Driver made through the Platform.
- "Company" means JPS Logistics, the entity operating the Desteno platform.
2Eligibility & Account Registration
- You must be at least 18 years of age to register and use the Platform.
- You must provide accurate, complete, and current information during registration, including your full name, mobile number, and address.
- You are solely responsible for maintaining the confidentiality of your account credentials. Any activity under your account is your responsibility.
- You must not create multiple accounts. If a fraudulent or duplicate account is detected, all accounts may be suspended without notice.
- Desteno reserves the right to verify your identity at any time and to suspend or terminate accounts that fail verification.
3Nature of Services
- Desteno is a technology platform that connects customers with independent, verified drivers for chauffeur and driver-hire services.
- Desteno does not directly provide transportation services and is not a transport company. Drivers are independent contractors, not employees of Desteno.
- Services available include: on-demand driver booking, monthly driver hire, outstation trips, and event/occasion driver services.
- Desteno makes commercially reasonable efforts to assign a suitable, verified driver but does not guarantee availability at all times or in all locations.
- The Platform may be unavailable at times due to maintenance, system updates, or unforeseen technical issues, for which Desteno shall not be liable.
4Bookings & Scheduling
- All bookings must be made through the Desteno app or official website. Bookings made through third-party channels are not recognized.
- Upon successful booking, you will receive a confirmation with the assigned driver's name, photo, vehicle details, and estimated arrival time.
- You are responsible for being available at the pickup location at the confirmed time. A waiting charge may apply after a grace period of 10 minutes.
- For monthly hire bookings, the schedule, working hours, and scope of duties must be agreed upon at the time of booking confirmation.
- Desteno reserves the right to reassign a driver in case of unavailability due to emergency, illness, or breach of conduct by the original driver.
- You must not misuse the booking system by creating fake, test, or prank bookings. Such behaviour may result in permanent account suspension and legal action.
5Cancellations & Rescheduling
- You may cancel a booking free of charge within 5 minutes of booking confirmation, provided the driver has not yet been dispatched.
- Cancellations made after 5 minutes of booking or after driver dispatch will attract a cancellation fee as determined by Desteno's pricing policy at the time of booking.
- If the assigned driver is more than 15 minutes late from the confirmed pickup time with no prior notice, you may cancel without any cancellation fee.
- For monthly hire bookings, cancellation terms will be governed by the specific service agreement. Early termination may attract applicable charges.
- Repeated cancellations (more than 3 within a 30-day period) may result in temporary suspension of booking privileges.
- Desteno reserves the right to cancel a booking in cases of safety concerns, unavailability of drivers, or technical issues. In such cases, a full refund will be processed.
6Payments, Pricing & Refunds
- All payments for services booked on the Platform must be made through the in-app payment gateway, UPI, net banking, debit/credit card, or other supported payment methods.
- Cash payments are permitted only where explicitly offered as an option within the Platform.
- Pricing is determined by the type of service, distance, duration, time of day, and applicable surge or demand-based pricing. Final fare will be displayed before confirmation.
- For monthly hire services, the fixed monthly fee must be paid in advance at the beginning of each billing cycle.
- Refunds: Refund requests must be raised within 48 hours of the incident through the in-app help section or by emailing helpdesk@desteno.com. Approved refunds will be credited to the original payment source within 5–7 working days.
- No refund will be issued for: completed trips, no-show by the customer, customer-side cancellations after driver arrival, or disputes arising from misuse of the Platform.
- Desteno is not responsible for any additional bank charges, transaction fees, or currency conversion fees charged by your financial institution.
- In case of a disputed transaction, Desteno's internal investigation outcome shall be final and binding.
7Customer Conduct & Responsibilities
- You must treat drivers with dignity and respect at all times. Verbal abuse, harassment, threats, or physical misconduct towards a driver is strictly prohibited and may result in permanent account termination and legal action.
- You must not ask the driver to violate traffic laws, speed limits, or any applicable regulations.
- Smoking, consumption of alcohol or any controlled substance inside the vehicle is strictly prohibited unless the driver explicitly consents.
- You are responsible for the safety of all passengers travelling in your booking. Minors must be accompanied by an adult.
- Any damage caused to the driver's vehicle due to negligence, misconduct, or deliberate action by you or your passengers will be charged to you in full.
- You must verify the driver's name, photo, and vehicle details shown in the app before starting any trip.
- Desteno is not responsible for items left behind in the vehicle. In the event of lost items, contact support immediately and we will attempt to facilitate recovery, but cannot guarantee retrieval.
8Prohibited Activities
- Using the Platform for any unlawful, fraudulent, or malicious purpose.
- Soliciting drivers to work outside the Desteno platform or to bypass the app's booking system.
- Sharing, selling, or transferring your account to another person.
- Attempting to reverse-engineer, hack, or tamper with the Platform's software or infrastructure.
- Submitting false or misleading reviews, complaints, or reports about drivers.
- Using automated scripts, bots, or other tools to interact with the Platform.
- Engaging in any conduct that could damage Desteno's reputation, business, or infrastructure.
9Safety & Emergency
- In case of an emergency during a trip, contact local law enforcement (112) or an ambulance (108) immediately.
- The Desteno app provides an SOS/emergency feature. You are encouraged to use it when you feel unsafe.
- Always share your live trip details with a trusted contact before the trip begins.
- Any safety-related complaint, including harassment, rash driving, route deviation, or any criminal behaviour by a driver, must be reported immediately to helpdesk@desteno.com or via the in-app support.
- Desteno conducts periodic background checks on drivers; however, it cannot guarantee the prevention of all incidents. Users are advised to exercise personal judgment and caution.
10Data Privacy & Security
- Desteno collects personal information including name, mobile number, email address, location data, and payment details solely for the purpose of providing and improving the Service.
- Your data will not be sold, rented, or shared with any third party for commercial purposes without your explicit consent, except as required by law or for operational purposes (e.g., payment processing).
- Location data is used in real time only during an active booking session. Historical location data may be retained for dispute resolution and safety purposes.
- Desteno implements industry-standard security measures to protect your data. However, no digital system can guarantee absolute security. You use the Platform at your own risk.
- For full details on data collection, storage, and your rights, refer to our Privacy Policy.
11Intellectual Property
- All content on the Desteno Platform, including but not limited to the app interface, logo, graphics, text, and software, is the exclusive property of JPS Logistics and is protected under applicable intellectual property laws.
- You may not reproduce, distribute, modify, create derivative works from, or commercially exploit any part of the Platform without prior written consent from Desteno.
- Feedback, suggestions, or ideas you submit to Desteno may be used freely without any obligation to compensate you.
12Disclaimer of Warranties & Limitation of Liability
- Desteno provides the Platform and Services on an "as is" and "as available" basis without warranties of any kind, express or implied.
- Desteno does not warrant that the Platform will be uninterrupted, error-free, or free from viruses or other harmful components.
- To the maximum extent permitted by law, Desteno's total liability to you for any claim arising out of or relating to these Terms or the Services shall not exceed the amount you paid for the specific booking in question.
- Desteno shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of data, loss of revenue, or personal injury, arising from your use of the Platform.
- Desteno is not liable for the acts or omissions of drivers, including accidents, misconduct, theft, or property damage during a trip.
13Account Suspension & Termination
- Desteno reserves the right to suspend or permanently terminate your account at its sole discretion if you are found to be in violation of these Terms.
- Upon termination, your access to the Platform will be revoked immediately. Any pending bookings will be cancelled, and applicable refunds will be processed as per the refund policy.
- You may also request account deletion by contacting helpdesk@desteno.com. Certain data may be retained for legal and audit purposes as required by law.
14Modifications to Terms
Desteno reserves the right to amend or update these Terms at any time. Changes will be communicated via a notification in the app or by email to your registered address. Continued use of the Platform after the effective date of the updated Terms constitutes your acceptance of the revised Terms. It is your responsibility to review these Terms periodically. If you do not agree with any changes, you must discontinue use of the Platform immediately.
15Governing Law & Dispute Resolution
- These Terms shall be governed by and construed in accordance with the laws of the Republic of India.
- In the event of any dispute, claim, or controversy arising from or relating to these Terms or the Services, the parties shall first attempt to resolve the matter amicably through good-faith negotiation within 30 days of written notice.
- If the dispute cannot be resolved amicably, it shall be subject to the exclusive jurisdiction of the competent courts in Kanpur, Uttar Pradesh, India.
- You agree not to use the Platform for any purpose that is unlawful or forbidden by these Terms or applicable Indian law.
- You shall indemnify and hold harmless Desteno (JPS Logistics), its affiliates, officers, directors, agents, and employees from any claim, demand, penalty, or legal expense arising from your breach of these Terms.
- Neither party shall be liable for failure to perform obligations under these Terms due to a force majeure event beyond their reasonable control, including but not limited to natural disasters, government actions, or internet outages.
Contact Us
For any queries, complaints, or legal notices related to these Terms, please reach out to us through any of the following channels:
© 2025 Desteno by JPS Logistics. All rights reserved. These Terms are effective from April 2025.