community guidelines

Community Guidelines

Arogro Community Guidelines were developed to enable a great experience for users, drivers, walkers, riders, merchants and businesses of the Arogro, the API and website (collectively referred to as “Arogro Platform”), and for them to feel safe and respected, while ensuring service quality.

Our guidelines apply to everyone who uses the Arogro Platform including, but not limited to, users, drivers, walkers, riders, merchants and businesses. It is also applicable for all the interactions anyone may have with the Arogro employees and contractors, available through online support systems or over the phone.

In addition, in some instances, our guidelines apply to conduct outside of the Arogro Platform that we become aware and have knowledge of, including, but not limited to, information received from other platforms, especially when such conduct may threaten the safety of the Arogro Platform.

We warmly invite you to join us to support and provide a welcoming environment for everyone on the Arogro Platform.

Our guidelines below will explain some of the positive community engagement on the Arogro Platform, as well as the behaviors or circumstances that may cause your experience on the Arogro Platform being affected. Arogro reserves full right to change or modify or in any way update our guidelines (including our policies which are incorporated into our guidelines) at any time. You are strongly recommended to read our guidelines regularly. The following guidelines which we will update regularly provide the basis for behavior we expect from all those in the Arogro community. Our guidelines are periodically reviewed and updated.

Understanding our guidelines are important. Not following any of our standards may be considered a material violation of the Terms and Conditions and may result in your experience on the Arogro Platform being affected, including a loss of access to the Arogro Platform and/ or other consequences where applicable.

Guidelines for all of Us

Everyone who uses the Arogro Platform shall adhere to Arogro’s Community Guidelines.

1. Respect

Fostering positive communication and service during every experience is our main objective in our guidelines and policies.

2. Safety

Our team is committed to working constantly to make your experience when using the Arogro Platform to be safer. Safety of our users, drivers and walkers are of utmost importance to us.

3. Follow the law

We expect everyone who uses the Arogro Platform to do their part to strictly adhere to relevant laws and regulations of the Republic of India.

4. Feedback

We value your feedback, thoughts, and concerns and welcome your comments, provided they are expressed in a way that is respectful to us and our community. Our team is continually improving our guidelines and policies, and your feedback is important to help us to take appropriate action to keep our guidelines relevant to your experience on the Arogro Platform.

Everyone in the Arogro community shall behave like one would want to be treated—with respect, courtesy, and compassion. The approach you take while using the Arogro Platform can leave an impact. That is why courtesy matters and why you are expected to exercise good judgement and behave decently toward other people when using the Arogro Platform and interacting with others in the Arogro community—just as you would in any public place.

Late deliveries are a problem for both the recipient and the sender, therefore always try to be on time to pick up or drop off your delivery. As safety is our top priority, you should always drive carefully within the speed limit and adhere to local traffic rules. You are strictly prohibited from contacting recipient or sender after the trip for any personal reasons. Even in a dispute, do not take matters into your own hands by yelling, using abusive language or other prohibited obscene actions by the laws of the Republic of India.

1.1 Physical Force or Injury, Coercion, Threats And Misconduct

You are strictly forbidden from committing any form of sexual offence. You should never involve in any sexual assault and misconduct related to sexual conduct or behavior at all times.

Do not touch anyone you just met while using the Arogro Platform unnecessarily. However, there are exceptions that are permitted for people needing or requesting physical assistance for the parcel to be delivered. Any kind of physical force is strictly prohibited.

Respecting personal space and privacy is something we all cherish. Having a casual talk would be fine as long the other party is comfortable chatting with you. Do not inquire about other people's personal lives or pass judgement on their appearance.

The following list provides examples of inappropriate conduct; however it is important to note that they are not exhaustive, sexual assault and misconduct can include any conduct. These may seem stricter than other platforms but that is because we want to keep you as safe as possible when you use the Arogro Platform.

• Do not ask personal questions as personal questions and infringing into personal space are generally deemed inappropriate (for example, about relationship status, monetary or sexual orientation).

• Bear in mind that harassment differs according to societal and personal norms — for example commenting on appearance may be offensive to others. This includes both derogatory or “complimentary” comments.

• Do not make explicit comments or gestures as non-verbal gestures may constitute sexual harassment if the behavior is sexual in nature and make others uncomfortable (for example, slurs, or graphic or suggestive messages)

• Do not flirt with anyone (for instance, non-verbal, being frisky, or being in too close proximity).

• Displaying indecent material is not permitted (for example, sexually suggestive objects or pictures).

• We strongly advise you to respect the privacy and personal space of other users. Texting or calling recipient or sender outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection.

• Content that is pornographic, sexually explicit, or involves sexual violence or assault should not be shown.

• Avoid violent and aggressive behavior at all times as Arogro does not condone any form of violence or aggression. Everyone must not engage in aggressive behavior, such as arguing verbally, using obscenity or innuendo, or making threats or physical violence.

1.2 Threatening and Rude Behavior

Angry or rude outbursts, aggressive or harassing behavior are strictly prohibited. Avoid using abusive language or making gestures which condones any form of violence, aggression, disrespectful and inappropriate. Do not share graphic images (sexually explicit or depict physical violence) with others in the Arogro community; this includes sharing or distributing such images through Arogro’s online support systems or in connection with a Arogro Platform experience. While you might have different ideas or perceptions on topics such as religious belief and political choice, it may be a good idea to stay away from getting involved in such topics which can potentially be divisive. Everyone must not show any aggressive or rude behavior, including getting into verbal disputes or vulgarity or making threats or physical assault. In the event of the situation getting out of hand, never take matters into your own hands or escalate the tensions (i.e. harasses or make threats whether the ride is ongoing or has ended). Always opt to notify the Arogro Platform as soon as feasible if a problem arises. We intend to serve all parties fairly and will take appropriate measures.

1.3 Post-Trip Contact

Users, drivers and walkers should maintain valid and effective communication methods to facilitate smooth delivery. Any contact and communication should end once the trip or delivery is completed. Contacting or stalking users after delivery is completed for any reasons online or offline is a form of infringement of personal space and privacy, and you could be subject to legal consequences including but not limited to criminal liability. Arogro will not be responsible or share any responsibility for your action. For any return or lost item, the user can contact Arogro via apps. Unwanted contact, such as texting, calling, social media communication, visiting, or attempting to visit someone in person after a trip or delivery has been completed, can be considered harassment. The safety and security of everyone matter to us, hence do not share any unnecessary contact information. Unauthorized disclosure of personal contacts or information or delivery details is strictly forbidden.

1.4 Discrimination

We work to make sure you always feel safe and welcome. We will not tolerate unlawful discrimination conduct or harassment of any kind, including toward the Arogro Customer Service team and Driver Operations team. In some jurisdictions, it is against the law to discriminate against someone because of:

• age

• color

• disability

• gender

• marital status

• national origin

• pregnancy and maternity

• race

• religion or belief

• sexual orientation

Discrimination can be seen in the following ways:

• You shall not refuse to provide services based on a person’s race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of action can lead to a loss of access to the Arogro Platform. It is disrespectful to make derogatory or discriminatory remarks about a person or group whether or not the other party belongs to the group. Certain jurisdictions' laws may demand and/or permit the providing of services to and for the benefit of a specified group of people. Services that are needed or allowed by these laws and the relevant applicable terms are permissible under our guidelines in such jurisdictions.

• Discriminate on the basis of these traits or on the basis of a pick-up or delivery location are not tolerable. If you intentionally reject or cancel requests, or use features on the Arogro Platform to cancel trips or delivery requests, solely for the purpose of avoiding a particular neighborhood or the people or businesses in the neighborhood, it can lead to a loss of access to the Arogro Platform.

1.5 Safe Delivery

The user must take extra care to ensure there is packing and protection of the document/parcel before handling it to the driver or walker for the delivery service. This may include protecting your package from impact damage during delivery with bubble wrap or non-movable foam padding.

Users should avoid requesting delivery using a service type that does not fit the item volume or capacity limit. Drivers and walkers have the responsibility to ensure the fulfillment of the order would not exceed the vehicle weight or volume capacity and/or pose a safety risk.

During the delivery process, the driver or walker is not permitted to damage, open, or unwrap any parcels or documents. Any loss or damage of products (parcel/document) during delivery is the responsibility of the driver or the walker. Drivers and walkers should offer photographic confirmation of delivery whenever required, so that others on the Arogro Platform can see it.

1.6 Creating A Positive Experience

When a user does not receive items or receives wrong items, it can lead to a bad and poor experience. Businesses should be careful to include the correct items in a Arogro order.

High cancellation rates leave a negative experience for Arogro Platform users.

Follow the requests of the order communicated through the Arogro Platform wherever possible. If any deviation is necessary, please ensure communication is made to the user.

We believe that everyone has a role to play in helping to achieve and promote a safer and friendlier experience. Thus we have standard requirements on account sharing, account holder age, and more.

2.1 Account Sharing

Only you are permitted to access an account registered in your name. Account sharing is not allowed. To use the Arogro Platform, you must register and maintain an active account. Activities performed on your account are your liability. Do not let another person use your account, and you may not share your account, password or photo of yourself with anyone. Never share your personal information used in connection with your account to access the Arogro Platform. You are responsible for maintaining your own confidentiality and you are responsible for all uses of your information, even if you do not authorize them. Security of your account is your responsibility.

Driver or walker must complete all parts of the delivery themselves—including any handling after the order is picked up from the user up until final delivery to the recipient—with no exception.

2.2 People Under Legal Age

If you are an individual, you must be at legal age or older to have an Arogro account. Account holders are not permitted to request service for anyone under the legal age who will not be accompanied by the account holder or another adult during the ride or when submitting or collecting the delivery. These age restrictions apply unless our local guidelines, terms, or other policies change.

2.3 Vehicle Information

Maintain the condition of your vehicle (including but not limited to any bikes, motorcycles, and scooters) in compliance with industry safety standards and local regulatory regulations. Except for walkers, make sure you only use the vehicle that is registered with Arogro. To have a smooth and easy delivery, the Arogro Platform gives users identifying information about drivers and walkers and their vehicles, which may include vehicle plate number, model, profile picture and name of the rider. It is your responsibility to update and resubmit your documents when they expire.

Only permitted vehicles must be used to accomplish trips and deliveries by drivers and walkers. At all times, you must have a valid national driver’s license and any other permits or license that the relevant authorities may require. You and your vehicle must also be covered with valid insurance as stipulated by local regulations and authority.

2.4 Proper Maintenance and Upkeep

Drivers and walkers are expected to keep their vehicles in good and safe working condition to use the Arogro Platform. You cannot be safe no matter how well you drive unless your vehicle is in good working order. You should preserve the condition of your vehicle by having it properly serviced. If it is not, your vehicle may fail you at a crucial time.

Read your vehicle's owner's manual thoroughly to learn about the maintenance plan and requirements for your vehicle. Maintenance schedules differ greatly from one vehicle to the next.

Conduct a 360-Degree Vehicle Inspection regularly, including to check for correct tyre inflation, clean windows, headlights, and mirrors, fluid leaks, and windshield wiper blade wear as you go around the car. This simple practice will ensure a safe drive and will just take a few minutes of your time.

2.5 Seat Belts

When seat belts are provided, we recommend that you always wear them, whether you are in the front or back seats, as it can be the most effective way to save lives and reduce injuries during a crash.

2.6 Helmets for Bikes, Motorcycles, and Scooters

Find a helmet that fits well whether riding a bike, motorcycle, or scooter for your safety. These helmets will keep you safe and protected while riding if you follow the manufacturer's directions, which include fitting snugly under your chin and sitting low on your forehead. In addition, a helmet protects you from the environment you are riding in to protect your skull or head.

2.7 Use of Dashcams That Record Video and/or Audio

Installing and using a dashcam are recommended, which can be used to record rides and provide evidence to Arogro, law enforcement, or insurance companies in the event that something goes wrong on a ride to help determine cause or fault.

Please be aware of the following:

• In certain circumstances and in some locations, local laws and regulations require a rider to provide consent for being recorded. Please review and check your local laws to understand your responsibilities and legal rights.
• Drivers may submit recordings to Arogro at their own discretion. Arogro will review submitted footage and take all necessary and appropriate action consistent with our guidelines and platform terms of use.
• Sharing or streaming personal data captured through your interaction with us, our user, our rider, in-vehicle audio and/or video recording during a ride (such as your image or voice or both, and its related metadata) on social media or in other digital or physical public locations is a violation of our guidelines and may prompt further investigation by our safety team.

2.8 Stay Alert, Aware and Awake While Driving

Operating a motor vehicle while drowsy puts you and other drivers on the road in danger. You must do your share to keep yourself and others safe, which includes keeping your eyes on the road, staying well rested, avoiding operating for long hours, avoiding sleep-inducing medications or consuming alcoholic beverages, so you can react swiftly to any scenario. You must also comply with the applicable laws and regulations in operating a motor vehicle, including those prohibition or limitation related to the consumption of alcoholic beverages.

2.9 Share the Road

You must be aware of the importance of safety as a safe driver. Accidents can be significantly decreased or even avoided if you have a good understanding of defensive driving. Defensive driving is a type of driving that employs a variety of approaches and tactics in order to keep you safe and avoid difficulties caused by other road users.

Defensive driving entails:

• Keeping your pace under control

• Keeping an eye on the front and preparing for the unexpected

• Being alert and unaffected by distractions

• Being ready for a variety of other drivers' and pedestrians' actions and reactions

• Expect the other drivers to behave differently than you would normally

• Observing and respecting other motorists

• Keeping a safe distance between you and the vehicle in front of you

• Driving safely while taking into consideration (and/or adjusting for) weather and/or road conditions

• To prevent hitting the brakes in the middle of a bend, adjust your speed before approaching the bend

2.10 Public Emergencies

Community emergency preparedness relies heavily on planning. Arogro may take additional measures to try to alleviate and preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies, strike and public crisis situations.

For instance, if Arogro receives notice from a government authority that anyone at all using the Arogro Platform may present a potential harm to the public at large, we may temporarily suspend the individual’s access until and unless it is reasonably safe to allow the individual to resume using the Arogro Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Arogro Platform or impose other requirements to comply with guidance from, or regulations issued by, authorities during a time of public health emergency, natural disaster, strike or other public crisis situation, or when the continued availability of the Arogro Platform may pose a grave and dangerous threat to the community.

2.11 Provide a Safe Space For Pickups

Arogro users should exercise good judgment and behavior around drivers and walkers and make them feel welcome. They should also provide a secure location for order pickups; for example, to avoid violent occurrences on the premises that jeopardise the safety of riders.

2.12 Prohibited Items

Alcohol deliveries can only be ordered and received by Arogro users who are of legal drinking age or older and are not inebriated, provided that alcohol deliveries are permitted under the Applicable laws. Illegal narcotics, open alcohol containers, weapons, and any other item prohibited by, or prescribed as illegal under, the applicable laws are also prohibited.

Online sale and/or deliveries of alcohol shall only be allowed when comply with applicable alcohol sales and distribution regulations of India. Therefore, users, drivers, walkers, riders, merchants and businesses must comply with the applicable laws of India when ordering, selling, sending, or delivering alcohol beverages or substances through Arogro Platform.

Please alert Arogro and the authorities if you have reason to suspect the nature of the contents of your parcel to be goods and/or services that are not part of Arogro's offerings, or are suspected to be unlawful and/or dangerous goods.

Everyone must comply with applicable laws and regulations and also with Arogro terms and conditions, and policies. It is specifically forbidden to use the Arogro Platform to perpetrate any crime, including drug trafficking, money laundering, sexual harassment, or to break any other legislation.

Avoid committing traffic violations or driving recklessly that may endanger the lives of yourself and other road users and pedestrians. This includes complying with regulatory or traffic laws, speed limits, obeying road signals and traffic lights. You should always wear a seatbelt or a helmet whenever required by the laws.

3.1 Drugs and Alcohol

If you are a driver or a walker, do not drink or use drugs while on the job; you cannot drive or ride a bike while inebriated. Driving or biking while under the influence of alcohol, drugs, or any other substance that affects your ability to operate a vehicle safely may be against the law. Illegal substances, open containers of alcohol and weapons are not permitted in your vehicle. If a user or member of the public believes you may be under the influence of drugs or alcohol, they have the right to end the booking immediately and alert Arogro or the authorities. Drug use and open containers of alcohol are never allowed while using the Arogro Platform.

3.2 Firearms Ban

Users and their recipients, as well as drivers and walkers, are strictly prohibited from carrying firearms while using the Arogro Platform, to the extent permitted by applicable law and regulation.

3.3 Fraud

Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, is not allowed. It is important to provide accurate information when you report incidents, create and access your Arogro accounts, dispute charges or fees, and claim for credits. Claim only the fees or refunds to which you are entitled and use the offers and promotions only as scheduled. Do not intentionally carry out invalid transactions.

Fraudulent activities may also include, but are not limited to:

• An intentional increase in the time or distance of a trip or delivery for fraudulent or other purposes

• Accept order or delivery requests without intending to complete them, including encouraging users to cancel for fraudulent purposes

• Create fictitious accounts or orders for fraudulent purposes

• Claim fraudulent expenses, such as waiting fee or incidental clean-ups

• Claiming to complete a delivery without ever picking up the delivery item

• Picking up a delivery item and keeping all or part of it rather than delivering the complete order

• Actions to interfere with or manipulate the normal operation of the platform and the GPS system

• Abuse offers or promotions and/or fail to use them for their intended purposes

• Contest fees for fraudulent or illegitimate reasons

• Create incorrect duplicate accounts

• Use of unauthorized applications or means to obtain access or benefit to the platform

• Falsification of documents, files or other data for fraudulent purposes

3.4 Off-Platform Orders

To ensure that each experience is as safe as possible while remaining compliant with local laws (if any), all trips on the Arogro platform must be organized via the Arogro application.

Drivers and walkers are forbidden to accept a payment outside the platform that is not authorized for delivery on the Arogro platform.

For cash orders, users must remember to bring the exact amount to cover the cost of delivery. Drivers and walkers must always pay Arogro's service charges on cash orders in a timely manner.

3.5 Other Unacceptable Activities

Act of stealing is not only not tolerated when using the Arogro Platform; it is also a criminal offence. This includes, without limitation, deliberately depriving or misleading other parties on the platform for material or financial purposes.

Do not use Arogro's trademark or intellectual property without authorization. Where local regulations require the display of Arogro-branded items, drivers and walkers shall use only Arogro-branded items obtained from Arogro. Drivers and walkers should not present themselves as driving or delivering with Arogro if they do not have access to the Arogro Platform. Drivers and walkers should return items bearing the Arogro mark (if applicable) to Arogro if they lose access to the Arogro Platform. The use of unauthorized or third-party items, such as lights, plaques, signs or similar items bearing the name or trademark of Arogro, may create confusion among users.

Our team continually refines our guidelines, and your feedback is important to ensure our guidelines remain relevant as our technology evolves. Please assess your experience upon completion of each trip or delivery. Honest feedback helps ensure that everyone is accountable for their behavior. This contributes to building a respectful and safe environment.

If something happens, such as a road collision, you may report it by tapping Help in the app so that our Customer Service team or Driver Operations team can investigate and offer timely support when necessary. Before contacting Arogro in the event of an emergency or if you find yourself in immediate danger, contact your local authorities or emergency services.

4.1 Ratings

Users, merchants, drivers and walkers may all leave and receive ratings, as well as provide input on how the journey or delivery went. This feedback method increases accountability and contributes to the creation of a respectful, safe, and transparent environment for all. The app allows drivers and walkers to view their current rating. By opening the app and pressing the profile, riders can see their rating listed under their name.

Drivers, riders, walkers, and users who do not meet the city's minimum average rating may lose access to the Arogro Platform. It is beneficial to be courteous and respectful to all individuals while using the Arogro Platform and interacting with others in the Arogro Community if you want to keep your average rating high. Most drivers and walkers provide outstanding service, and most drivers, walkers, and users are kind and considerate, therefore most deliveries go successfully. Individual ratings will not be removed if you contact the Arogro Customer Service team or the Driver Operations team. We understand that sometimes a trip or delivery does not go as planned, which may cause a lower rating.

Provided you are a driver or a walker who has lost access to the Arogro Platform due to poor ratings, you may be able to reclaim it if you meet the qualifying conditions and show proof that you have completed a quality improvement course.

4.2 Cancellation of the Delivery

To ensure a seamless operation of our system for all drivers, walkers and users, you are strongly advised not to cancel orders unless absolutely necessary (e.g. Car breakdown / accidents). If you are unable to pick up or deliver a parcel due to an emergency, please call the sender/recipient immediately before cancelling the booking. Honor a booking you have made / accepted. This is very important in building confidence and encouraging more users, drivers and walkers to use the Arogro Platform. More users means more jobs for drivers and walkers; more drivers and walkers means faster matching time for users, as a whole. If you regularly cancel successive trips or orders as a walker, a driver or a user, your experience on the Arogro Platform may be affected.

4.3 How Arogro Enforces Our Guidelines

Your experience on the platform may be affected if the above guidelines are not followed. You may lose access to the Arogro Platform and/ or other consequences where applicable if you violate any of the Terms and Conditions of Arogro, or any applicable terms, conditions, or policies, including any of our Guidelines or any additional policies and guidelines that Arogro may communicate to you from time to time. If you have multiple Arogro accounts, such as a user account and a driver account, breaking our guidelines may result in you losing access to all of them. In addition, if law enforcement is engaged, we will help with their investigation in accordance with local regulations. If you lost access to the Arogro Platform due to an error, please contact the Arogro Customer Service or the Driver Operations team.

Arogro receives feedback through a variety of ways, examines reports made to our Customer Service team or our Driver Operations team that may violate our guidelines, and may conduct any necessary investigation. If we become aware of potentially harmful behavior, we may contact you to investigate. We may put a hold on your account or make it inactive until our evaluation is completed, at our sole discretion.

Please offer photographic confirmation of delivery whenever required, so that others on the platform can see it. False or fictitious reporting is not permitted.

On the Arogro Platform, different authorities and localities regulate the offering of specific services. We may be obliged to remove your access to the Arogro Platform if we decide that your driver or walker account is not in line with applicable regulatory standards.

Finally, drivers and walkers interested in using the Arogro Platform must go through a screening process specific to their locality, which may involve motor vehicle records and background checks if local legislation allows it. If one of these checks reveals a violation of our guidelines or other requirements imposed by local regulators, a driver or walker will lose access to the Arogro Platform.

Note: Arogro's drivers and walkers are not agents (either actual or ostensible) or employees of Arogro. Drivers and walkers are not bound by any authority (actual, apparent, or otherwise). They are unaffiliated third-party service providers.

Our guidelines, terms, or other policies may change any of the policies described above at any time. Unless otherwise stated, the amended version will take effect at the time it is posted.

In the event of any conflict or inconsistency between the translations and/or languages of this community guidelines, the English version will prevail.