Privacy policy for our SATHI RIDE App users :

SATHI RIDE

Owned by Sathi Mobility Pvt.Ltd

For Passengers, Driver Partners, Ride-Hailing / Ride-Sharing Users, Bike & Car Rental Users, and Other Sathi Mobility Platform Users

Company	Sathi Mobility Private Limited Office of Company Registrar (OCR) Regd. No.: 394335/82/83 PAN/VAT No.:623636516
Registered Office	Balkumari, Lalitpur-09, Lalitpur, Bagmati, Nepal
Effective Date	27 August 2026
Version	1.0.0

By creating an account, accepting these Terms electronically, or accessing or using the Sathi Ride App or Services, you agree to be bound by these Terms.

Acceptance and Contractual Relationship
Definitions
Scope of the Sathi Platform and Services
Compliance with Government Laws and Transport Rules
Eligibility, Accounts and User Verification
Platform Role and Relationship with Service Providers
General Obligations of All Users
Passenger Terms
Driver Partner Terms
Driver Vehicle Requirements
Ride Booking, Matching, Pickup and Trip Completion
Safety, Traffic Compliance and User Conduct
Fares, Fees, Tolls, Taxes, Commissions and Promotions
Payments, Cash, Digital Payments and Third-Party Payment Providers
Cancellations, No-Shows, Refunds and Adjustments
Ratings, Reviews, Feedback and User Content
Bike and Car Rental Services – General Terms
Self-Drive Rental Eligibility and Authorized Drivers
Rental Vehicle Pickup, Inspection and Acceptance
Rental Use Restrictions and User Responsibilities
Rental Extensions, Fuel, Distance Limits, Late Return and Return Condition
Rental Accidents, Damage, Theft, Insurance and Security Deposits
Third-Party Rental Partners and Chauffeured Rentals
Emergencies, SOS, Live Location and Safety Features
Privacy, Personal Data and Location Information
Electronic Communications and Notices
Intellectual Property and App License
Prohibited Activities, Fraud and Misuse
Suspension, Deactivation and Termination
Service Availability, Disclaimers and No Guarantee
Limitation of Liability
Indemnity
Force Majeure
Complaints, Disputes, Governing Law and Jurisdiction
Changes to These Terms
Miscellaneous
Contact and Legal Notices

Appendix A. Regulatory and Drafting Reference Points

1. Acceptance and Contractual Relationship

These Terms and Conditions (the “Terms”) form a legally binding agreement between you and Sathi Mobility Pvt. Ltd. (“Sathi Mobility”, “Sathi”, “we”, “us” or “our”), a company registered in Nepal with its registered office at Balkumari, Lalitpur-09, Lalitpur, Nepal.

These Terms govern your access to and use of the Sathi Ride mobile application, websites, digital interfaces, customer support channels and related mobility services (collectively, the “Platform” or “Services”). The Services may include ride-hailing, ride-sharing, bike rides, car rides, vehicle rental, self-drive rental, chauffeured rental and other transportation or mobility features introduced by Sathi from time to time.

By registering, clicking “I Agree” or an equivalent acceptance mechanism, requesting or providing a ride, making a rental booking, or otherwise using the Platform, you confirm that you have read, understood and agreed to these Terms and any supplemental service-specific rules disclosed in the App.

If you do not agree to these Terms, you must not access or use the Services. Mandatory rights and protections available to you under Nepal law, including applicable consumer-protection rights, are not waived by these Terms.

2. Definitions

“Account” means a registered profile used to access one or more Sathi Services.

“App” means the Sathi Ride mobile application and any related digital interface operated by or for Sathi Mobility.

“Driver Partner” or “Driver” means a person who is approved to receive ride requests or provide transportation through the Platform, subject to applicable law and Sathi onboarding requirements.

“Passenger” means a person who requests or receives a ride, including a guest rider where a booking is made for another person.

“Rental User” or “Renter” means a person who books, receives, uses or is responsible for a bike or car rented through the Platform.

“Rental Partner” means Sathi Mobility or a third-party vehicle owner, fleet operator, rental company or service provider that lawfully makes a vehicle available for rental through the Platform.

“Ride” or “Trip” means transportation requested, matched or completed through the Platform.

“Ride-Hailing” means digitally requesting a vehicle and driver for a trip, as recognized or defined by applicable law.

“Ride-Sharing” means a digitally facilitated mobility arrangement described or permitted by applicable law, including shared use of eligible private or public vehicles where legally authorized.

“Rental Service” means the booking or use of a vehicle for a defined period, with or without a driver, subject to booking-specific conditions.

“Vehicle” means a motorcycle, scooter, car or other vehicle approved for use on the Platform.

“Applicable Law” means all laws, regulations, rules, directives, standards, permits, licence conditions, court orders and lawful instructions of federal, provincial and local authorities in Nepal that apply to the relevant Service, as amended from time to time.

3. Scope of the Sathi Platform and Services

Sathi provides technology-enabled mobility functionality. Depending on the Service, location, licensing model and applicable law, Sathi may act as a digital platform connecting users with independent Driver Partners or Rental Partners, may arrange services through licensed partners, or may itself provide a Service where Sathi is lawfully authorised to do so.

Not every Service is available in every city or province. Service categories, operating areas, vehicle classes, booking rules, fares, commissions, insurance arrangements, rental conditions and eligibility criteria may differ based on local legal requirements and operational availability.

Supplemental terms, policies, fare disclosures, rental schedules, safety rules or promotion terms shown in the App form part of these Terms for the relevant booking. If a supplemental term conflicts with these general Terms, the supplemental term applies to the affected Service to the extent of that conflict, subject to Applicable Law.

4. Compliance with Government Laws and Transport Rules

Sathi Mobility’s policy is to operate in accordance with Applicable Law and with lawful requirements imposed by the Government of Nepal, provincial governments, local governments, the Department of Transport Management, provincial transport authorities, traffic police and other competent authorities.

This includes, as applicable, laws and rules concerning vehicle registration, route or operating authority, transport-service registration, driver licensing, passenger transport, ride-sharing, ride-hailing, digital mobility, vehicle rental, public or private vehicle use, taxation, fares, commissions, insurance, passenger insurance, vehicle fitness, emissions, traffic safety, helmets, seat belts, speed limits, road permits and consumer protection.

All users are also required to follow Applicable Law. No feature, price display, booking, promotion, app instruction or communication from Sathi authorizes any user to violate a law, traffic rule, permit condition or lawful government instruction.

Where a new law, directive, government-prescribed fare, commission cap, insurance rule, licensing rule, registration requirement, operating restriction or other mandatory condition comes into effect, Sathi may modify, suspend, restrict or discontinue affected Services as reasonably necessary to comply. These Terms will be interpreted so far as possible to remain consistent with such requirements.

If a Service is temporarily prohibited, restricted or not legally available in a particular jurisdiction, Sathi may disable that Service in that area without liability for loss of anticipated use, income or business, except for refunds or other remedies required by law.

5. Eligibility, Accounts and User Verification

General account requirementsYou must provide accurate, current and complete information and keep it updated.You must maintain the confidentiality of passwords, PINs, OTPs and account credentials and must not allow unauthorized use of your Account.You are responsible for activity performed through your Account unless you promptly report unauthorized access and applicable law provides otherwise.Sathi may require identity, phone, email, age, address, payment, driving licence, vehicle or other verification appropriate to the Service.You must not create accounts using false identities, stolen documents, another person’s credentials or misleading information.

5.2 Age and legal capacity

A person creating a standard user Account must have legal capacity to enter into a contract under Nepal law. Where the App permits a ride to be booked for a minor or dependent, the booking user is responsible for lawful supervision, disclosure of relevant safety needs and compliance with any child-restraint or guardian requirements.

Driver Partners and self-drive Rental Users must meet the minimum legal age, licence-class and experience requirements that apply to the relevant Vehicle and Service. Sathi or a Rental Partner may impose a higher reasonable eligibility threshold where disclosed before booking or onboarding.

5.3 KYC and document checks

Sathi may verify information directly, through government databases where lawfully accessible, or through authorised verification providers. Approval, verification or a badge does not guarantee future conduct, vehicle condition or absence of risk, and users should continue to exercise reasonable care.

6. Platform Role and Relationship with Service Providers

Except where Sathi expressly states that it is the direct transportation or rental provider, the Platform may facilitate transactions between users and third-party Driver Partners or Rental Partners. Those providers are responsible for performing their services lawfully, safely and in accordance with the booking and Applicable Law.

A Driver Partner’s relationship with Sathi will be determined by Applicable Law and the actual contractual arrangement. Unless applicable law or a written agreement provides otherwise, Driver Partners determine when to make themselves available and are responsible for their own lawful driving, Vehicle, permits, taxes, fuel, maintenance and operating expenses.

Nothing in these Terms limits responsibilities that Applicable Law places directly on Sathi as a digital mobility operator, transport operator, rental provider, consumer service provider, data controller, employer or other regulated person.

7. General Obligations of All Users

Treat other users, drivers, passengers, staff, rental personnel and the public respectfully and without harassment, threats, discrimination or violence.
Do not use the Platform while committing or facilitating any unlawful act.
Do not intentionally damage, contaminate or misuse a Vehicle or another person’s property.

Do not carry prohibited, illegal, hazardous or dangerous items in a manner contrary to law or safety instructions.
Do not interfere with a Driver’s safe control of a Vehicle.
Provide truthful pickup, destination, passenger-count, rental and contact information.
Follow reasonable safety instructions and lawful directions given by drivers, rental personnel, traffic police and competent authorities.
Use emergency features responsibly and only for genuine safety or emergency purposes.
Do not make fraudulent claims, chargebacks, refund requests, accident reports, ratings or complaints.

8. Passenger Terms

Booking responsibility

Passengers must select the correct pickup and destination, be ready at the agreed pickup point, verify the Vehicle and Driver shown in the App before boarding, and avoid boarding a Vehicle where the displayed identity or registration details materially do not match.

If you book for another person, you must have authority to do so, provide accurate information, and ensure that the guest rider understands relevant safety and conduct obligations. You remain responsible for booking-related charges unless the App expressly provides otherwise.

8.2 Passenger conduct

Wear a helmet on a two-wheeler and a seat belt in a car whenever required by law or reasonably available and instructed.
- Do not ask a Driver to speed, break traffic laws, overload the Vehicle, use prohibited routes, drive under unsafe conditions or make unlawful stops.
- Do not distract, threaten, assault, abuse or obstruct the Driver.
- Do not smoke, consume prohibited substances, or create an unsafe or unsanitary condition in the Vehicle.
- Do not exceed the lawful or stated passenger capacity.
- Pay the applicable fare, tolls, waiting charges, parking charges or other disclosed amounts.
- Take reasonable care of personal belongings. Sathi is not a custodian of items left in a Vehicle, although support may assist with lost-item communication.

8.3 Pickup and route

A Driver may decline or end a trip where pickup, passenger conduct, passenger count, road condition, load, destination, weather, public-order situation or other circumstances would make the trip unlawful or materially unsafe. Any cancellation or adjustment will be handled under the applicable cancellation policy and mandatory consumer law.

9.1 Driver Partner Terms

Driver eligibility and documentationMaintain a valid driving licence of the correct class and any legally required transport, ride-sharing, ride-hailing or service authorisation.Provide genuine, current and complete identity, licence, Vehicle, tax, registration, permit, fitness and insurance documents requested by Sathi.Immediately notify Sathi of licence suspension, disqualification, Vehicle seizure, material accident, criminal restriction relevant to safe service, insurance lapse or any event that makes the Driver ineligible.Use only the approved Driver account and approved Vehicle unless Sathi has authorised a lawful substitution.Complete any safety, orientation, test or training requirement imposed by law or by Sathi as a condition of Platform access.

9.2 Driving obligations

Obey all traffic laws, speed limits, road signs, helmet, seat-belt, mobile-phone and impaired-driving restrictions.
- Never drive while under the influence of alcohol, narcotics, intoxicants or any substance or medical condition that makes driving unsafe.
- Do not operate when dangerously fatigued or medically unfit.
- Do not carry more passengers or cargo than permitted.
- Do not demand an off-platform fare or pressure a Passenger to cancel and travel outside the App.
- Do not discriminate against or harass passengers.

Follow lawful fare rules, tax requirements, government-prescribed pricing limits and Sathi’s lawful pricing/commission rules.
- Stop the Vehicle and contact emergency services or Sathi Support when a serious safety event requires it.

9.3 Driver earnings and costs

Driver earnings may consist of fares, incentives or other amounts shown in the Driver App, less applicable commissions, platform fees, taxes, adjustments, penalties or other lawful deductions disclosed under the Driver agreement or booking rules. Sathi may change commercial terms prospectively, subject to contractual notice obligations, Applicable Law and any government-prescribed cap or pricing rule.

Unless law or a written agreement provides otherwise, the Driver is responsible for fuel, charging, Vehicle maintenance, data/phone costs, taxes and other operating expenses. Sathi may provide incentives or support without assuming responsibility for costs that are assigned to the Driver by law or contract.

10. Driver Vehicle Requirements

The Vehicle must be legally registered and eligible for the specific Service in the location where it is used.
The Driver must own the Vehicle or have lawful authority from the owner to use it for the Service.
The Vehicle must have valid tax, registration, fitness, pollution/emission and other documents required by law.
The Vehicle must maintain all compulsory insurance and any additional passenger, ride-sharing, ride-hailing or commercial coverage required by law, permit, licence or Sathi policy.
The Vehicle must be roadworthy, clean, properly maintained and equipped with legally required lights, brakes, mirrors, tyres, number plates, safety equipment and protective gear.
For two-wheelers, the Driver must use a compliant helmet and must provide or ensure access to any passenger helmet required by law or Sathi policy.
For cars, seat belts and other mandatory safety systems must be functional.
Sathi may require periodic inspection, photographs, document renewal or re-verification and may temporarily deactivate a Vehicle pending compliance.

11. Ride Booking, Matching, Pickup and Trip Completion

A ride request is not guaranteed to be accepted. The App may display available Driver Partners and estimated arrival times based on location, traffic, demand, connectivity and other factors. Estimates are informational and may change.

A trip should begin, proceed and end through the Platform workflow unless a safety emergency or technical failure makes this impracticable. Passengers and Drivers must not manipulate trip status, GPS location, distance, time, pricing or completion information.

The route may vary due to navigation, traffic, road closures, weather, police instructions, passenger requests or safety considerations. Where price is distance- or time-sensitive, lawful route variation may affect the final fare as disclosed in the App.

Once a trip has started, cancellation may be restricted. Emergency termination remains available where required for safety or law. Any resulting charge or refund will be determined by the applicable policy, actual circumstances and Applicable Law.

12.1 Safety, Traffic Compliance and User Conduct

Safety is shared

Sathi uses technology and operational controls intended to support safer mobility, but no transport service can eliminate all risk. Passengers, Drivers, Rental Users and partners must each take reasonable precautions and comply with law.

12.2 Helmets and seat belts

Drivers, passengers and Rental Users must wear helmets, seat belts and other protective equipment whenever required by law. Sathi may refuse or restrict a Service if required safety equipment is unavailable, not used, defective or otherwise non-compliant.

12.3 Unsafe situations

Any user may decline, end or report a Service where there is a genuine safety concern, provided this is not used to discriminate unlawfully or evade legitimate charges. In an immediate emergency, users should prioritize contacting the appropriate public emergency authority before relying on in-app support.

12.4 Zero tolerance for violence and harassment

Physical violence, sexual misconduct, stalking, intimidation, threats, discriminatory abuse and serious harassment are prohibited. Sathi may suspend accounts, preserve relevant records and cooperate with lawful investigations, subject to privacy and due-process requirements.

13.1 Fares, Fees, Tolls, Taxes, Commissions and Promotions

Fare display

The App may show an upfront fare, estimated fare, fare range, meter-based fare, negotiated fare where legally permitted, or another pricing method authorized by Applicable Law. The method shown for a booking governs that booking unless a lawful adjustment applies.

13.2 Government pricing rules

Where any authority prescribes, caps, approves or regulates fares, commissions, surcharges, waiting charges, cancellation fees or other charges, Sathi and users must follow the applicable government rule. Sathi may update pricing immediately where necessary to comply with a binding regulatory change.

13.3 Additional charges

Tolls, parking, airport/terminal charges, waiting time, cleaning, damage, excess distance, rental extension or other amounts may apply only where legally permissible and disclosed in the App, booking confirmation, rental schedule or these Terms. No Driver may invent or demand an undisclosed mandatory fee.

13.4 Promotions

Coupons, credits, discounts, referrals and promotions may have separate eligibility, expiry, city, user, payment-method or usage conditions. Promotional value has no cash value unless expressly stated or required by law, and Sathi may cancel benefits obtained through fraud or abuse.

14. Payments, Cash, Digital Payments and Third-Party Payment Providers

Sathi may support cash, bank, card, QR, wallet, licensed payment-service-provider or other lawful payment methods. Available methods may vary by Service and location.

Where payment is processed by a bank, wallet, PSP, PSO, card network or other regulated payment provider, that provider’s lawful terms may also apply. Sathi does not represent that it is a licensed payment service provider unless and to the extent it has obtained the required licence.

If a stored-value or wallet-like feature is offered through a licensed partner, the legal holder of funds, settlement process, redemption rights, limits and safeguards will be disclosed in the applicable payment terms. A display of credits or points in the App does not by itself mean Sathi is accepting deposits or issuing regulated electronic money.

Users authorize Sathi and its payment processors to collect applicable charges and make lawful adjustments for completed Services, cancellations, refunds, incentives, fees or disputed amounts. Users remain responsible for cash payments where cash is selected, while Drivers must accurately record payment status in the App.

Chargebacks, payment reversals and disputed transactions must be made in good faith. Fraudulent chargebacks may result in account restriction and recovery of amounts lawfully owed.

15. Cancellations, No-Shows, Refunds and Adjustments

Cancellation windows, fees and refund eligibility may differ by Service, booking stage, Driver arrival, trip commencement, rental type, vehicle class and location. The applicable rule will be displayed in the App or booking confirmation where practicable.

A cancellation fee may apply where a Driver or Vehicle has been committed and the user cancels after the applicable free-cancellation period, fails to appear, provides an inaccessible pickup, or otherwise causes avoidable service loss, provided the fee is lawful, reasonable and disclosed.

Passengers should not be charged a cancellation fee where cancellation results primarily from a Driver’s request to cancel, Driver misconduct, material mismatch of Driver/Vehicle details, an unsafe Vehicle, or another circumstance for which charging the Passenger would be unlawful or unfair under applicable policy.

Refunds, if due, may be returned to the original payment method, App credit or another lawful method, subject to payment-provider processing times and mandatory consumer law. Sathi may investigate fare and refund claims using trip data, GPS, communications, payment records and other relevant information.

INSURANCE COVERAGE TERMS

TERMS & CONDITIONS FOR ALL DRIVERS OF SATHI RIDE (MOBILE APP)

Bike and Car (Taxi) – Accident, Insurance & Passenger Responsibility

These terms apply to all Drivers operating a Bike or Car (Taxi) through SATHI RIDE and form part of the SATHI RIDE Driver Terms & Conditions.

1. Valid Documents and Insurance

The Driver must at all times hold a valid driving licence and ensure that the Bike or Car (Taxi) has valid registration, tax/renewal and motor insurance as required by prevailing Nepal law and the applicable insurance policy.

2. Vehicle Seating Capacity

For Bike rides, only two persons in total are permitted: one Driver and one pillion Passenger. For Car (Taxi) rides, the Driver must not carry passengers beyond the seating capacity stated in the vehicle registration certificate. Exceeding the registered seating capacity is strictly prohibited and may affect insurance coverage and the Driver’s eligibility to use SATHI RIDE.

3. Accident Reporting

If an accident causes injury, disability or death to the Driver or Passenger, the Driver, Passenger, vehicle owner or their family/legal representative, as applicable, must promptly: (a) obtain emergency medical assistance; (b) inform and register the accident/complaint with the Police as soon as reasonably possible; (c) inform SATHI RIDE; and (d) notify the relevant insurance company and follow its claim procedure.

4. Insurance Claim Cooperation

The Driver/insured vehicle owner must fully cooperate in the insurance claim and provide or help obtain all documents required by the insurer, including the police report, driving licence, vehicle registration/blue book, insurance policy, hospital records and bills, and, in the event of death, death certificate/post-mortem or other documents required by law or the insurer.

5. Passenger Injury or Accidental Death Benefit

Where the applicable motor, passenger, pillion-rider, personal-accident or third-party insurance policy accepts a claim relating to a Passenger, any insurance benefit legally payable for that Passenger’s injury, disability or accidental death shall be provided to the injured Passenger or the Passenger’s lawful heir/beneficiary, as applicable. The Driver, insured vehicle owner, nominee or lawful representative must reasonably support the claim process and must not wrongfully withhold any passenger-related insurance proceeds received from the insurer.

6. Driver Death or Incapacity

If the Driver is deceased or unable to complete the claim process, the insured vehicle owner’s nominee, beneficiary or lawful representative may assist with the insurance claim to the extent permitted by the policy and applicable law, and shall reasonably cooperate in processing any valid Passenger-related claim.

7. Policy Terms Control

Insurance coverage and payment are always subject to the insurer’s policy wording, permitted use, exclusions, limits, required documents and claim approval. SATHI RIDE / Sathi Mobility Pvt. Ltd. is not an insurance company and does not guarantee that any insurer will approve or pay a claim.

8. Compliance

The Driver remains responsible for complying with prevailing federal, provincial and local transport, traffic and insurance laws. Failure to maintain valid documents, exceeding the registered seating capacity, or failure to cooperate after an accident may result in suspension or removal from the SATHI RIDE platform.

Relevant Nepal Legal / Insurance References

Motor Vehicles and Transport Management Act, 2049: Sections 148 (vehicle insurance), 150 (passenger insurance for transport services) and 152 (third-party insurance).
- Motor Vehicles and Transport Management Rules, 2054: Rule 15(f) provides a maximum capacity of two persons including the driver for a motorcycle/scooter. Drivers of Car (Taxi) must follow the seating capacity stated in the vehicle registration certificate and applicable transport rules.
- Nepal Insurance Authority – Motor Insurance Tariff Directive, 2073: includes accident insurance provisions for a motorcycle rider and one pillion rider; all Bike and Car (Taxi) claims remain subject to the applicable motor insurance policy terms and conditions.

Nepal Insurance Authority claim guidance: non-life insurance claims must follow the procedure and documentation required by the applicable policy; police and medical/death documentation may be required depending on the claim.

16. Ratings, Reviews, Feedback and User Content

Users may be able to rate, review or provide feedback about a Service. Feedback must be honest, relevant and must not contain unlawful threats, harassment, impersonation, confidential information, hate content or knowingly false allegations.

Sathi may use ratings and safety reports for quality, eligibility, fraud-prevention and support purposes. Sathi may remove content that violates policy or law, while preserving records where reasonably needed for a dispute or investigation.

If you submit suggestions, photos, comments or other content to Sathi, you grant Sathi a non-exclusive, worldwide, royalty-free licence to use that content for operating, improving, supporting and promoting the Services, subject to privacy law and any permissions or restrictions communicated at the time of submission. You retain ownership of your original content.

17. Bike and Car Rental Services – General Terms

Rental Services may include self-drive motorcycles/scooters, self-drive cars, chauffeured rentals, hourly rentals, daily rentals, intercity rentals or other booking formats. A booking may be supplied by Sathi or by a third-party Rental Partner.

Booking-specific information such as vehicle class, rental period, included distance, deposit, fuel policy, pickup/return point, geographic restrictions, additional-driver rules, late-return charges, insurance excess and cancellation terms will be shown before confirmation or in a Rental Schedule. That Rental Schedule forms part of these Terms.

If a booking-specific rental condition conflicts with this Section, the booking-specific condition controls for that rental, subject to Applicable Law.

18. Self-Drive Rental Eligibility and Authorized Drivers

The Renter must hold a valid and appropriate driving licence accepted under Nepal law for the rented Vehicle.
The Renter must satisfy any lawful age, experience, identity and verification conditions disclosed before booking.
Only the Renter and any additional driver expressly approved in the booking may drive the Vehicle.
A Renter must not permit an unlicensed, intoxicated, unauthorized, medically unfit or otherwise ineligible person to operate the Vehicle.
Sathi or the Rental Partner may request original or verifiable digital licence/identity documents at pickup and may refuse handover where verification fails.
Any refusal must be handled under the disclosed cancellation/refund policy and mandatory consumer law.

19. Rental Vehicle Pickup, Inspection and Acceptance

At handover, the Renter should inspect the Vehicle and, where available, record photographs or video of existing damage, fuel/charge level, odometer, tyres, accessories, safety equipment and visible condition. Material pre-existing damage should be reported before departure.

Acceptance of the Vehicle confirms that the Renter has had a reasonable opportunity to inspect it. This does not make the Renter responsible for hidden defects or pre-existing damage that could not reasonably have been identified.

If the Vehicle appears unsafe, unlawfully documented or materially different from the confirmed booking, the Renter must not drive it and should contact Sathi/Rental Partner for replacement, cancellation or another remedy as applicable.

20. Rental Use Restrictions and User Responsibilities

Use the Vehicle only for lawful personal or approved commercial purposes stated in the booking.
Do not use the Vehicle for racing, speed testing, stunt riding, towing, pushing, driving lessons, unlawful passenger transport, illegal delivery, sub-rental or other prohibited commercial use.
Do not drive under the influence of alcohol, narcotics or impairing substances.
Do not intentionally overload, misuse or drive the Vehicle on terrain or roads for which it is not reasonably suitable.
Do not tamper with the GPS, odometer, telematics, number plate, safety system, tracker, immobilizer or other Vehicle equipment.
Do not take the Vehicle outside any disclosed geographic area, cross a border, enter restricted territory or use a route requiring a permit without obtaining required permission.
Keep the Vehicle secured when unattended and retain keys, documents, helmets and accessories responsibly.
Immediately stop using a Vehicle if a warning, defect or damage makes continued operation unsafe.
The Renter is responsible for traffic fines, parking violations, tolls and penalties attributable to the Renter’s use during the rental period, except where caused by the Rental Partner’s pre-existing non-compliance.

21.1 Rental Extensions, Fuel, Distance Limits, Late Return and Return Condition

Extensions

A rental extension is valid only when approved through the App or by the Rental Partner using an authorized process. Extension is subject to Vehicle availability, payment and legal restrictions. Keeping the Vehicle beyond the agreed period without approval may result in late charges, recovery action and, where legally justified, reporting as unauthorized retention.

21.2 Fuel, charging and distance

Fuel/charging responsibility, included distance and excess-distance charges will follow the booking disclosure. The Renter must not manipulate fuel, battery or odometer records.

21.3 Return

The Vehicle must be returned at the agreed time and place with all keys, documents, helmets, chargers and accessories, in substantially the same condition as received except for reasonable wear and tear.

Lawful charges may apply for late return, excess distance, missing fuel/charge, missing accessories, extraordinary cleaning, damage or recovery, but only in accordance with the disclosed Rental Schedule and Applicable Law.

22.1 Rental Accidents, Damage, Theft, Insurance and Security Deposits

Accident or damage

The Renter must immediately prioritize safety, seek medical help where necessary, comply with police/reporting duties, avoid leaving the scene where prohibited, and notify Sathi/Rental Partner as soon as reasonably possible.

The Renter must provide truthful information and reasonably cooperate with insurance, police and claims procedures. The Renter must not make a false admission, fabricated report or misleading statement intended to defeat an insurance or legal claim.

22.2 Theft or loss

Theft, attempted theft, loss of the Vehicle, key or material accessory must be reported promptly to the police where required and to Sathi/Rental Partner. Failure to take reasonable security precautions may affect the Renter’s liability to the extent permitted by law and the applicable insurance policy.

22.3 Insurance

Insurance coverage, exclusions, excess/deductible, passenger coverage and claim procedures depend on the Vehicle, Rental Partner, policy and Applicable Law. The booking confirmation should identify material insurance terms where relevant. No term in this Agreement overrides an insurer’s lawful policy conditions or mandatory statutory coverage.

The Renter may be responsible for loss or damage to the extent caused by the Renter and not covered by applicable insurance, including lawful deductibles, excluded conduct or uninsured items, subject to proof, reasonable assessment and mandatory consumer law.

22.4 Security deposit

A refundable security deposit or payment authorization may be required if disclosed before booking. The deposit may be applied to lawful, documented amounts owed under the rental, including damage, missing items, unpaid charges, fines or late return. Any remaining balance will be released or refunded within the timeline disclosed by Sathi/Rental Partner or otherwise within a reasonable period, subject to unresolved claims and payment-provider processing.

23. Third-Party Rental Partners and Chauffeured Rentals

Where a Rental Partner supplies the Vehicle, the Rental Partner is responsible for lawful ownership/authority, vehicle registration, fitness, maintenance, insurance and any rental licence or permit required for its role. Sathi may verify documents but does not guarantee a third party’s future performance.

For chauffeured rentals, the driver must meet the same core safety and licensing obligations applicable to the relevant transport service. The user must not instruct the chauffeur to violate traffic law, work beyond unsafe limits or use the Vehicle outside permitted booking conditions.

If Sathi is the direct rental provider for a specific Vehicle, references to “Rental Partner” in the applicable rental provisions include Sathi.

24. Emergencies, SOS, Live Location and Safety Features

The App may offer SOS, live-location sharing, trip tracking, emergency contact, call, chat, audio reminder, video-call or other safety features. These features are supplementary tools and are not a substitute for police, ambulance, fire or other public emergency services.

Location, call or emergency features depend on device settings, network, GPS, third-party services and permissions and may be delayed or unavailable. Users should use the most appropriate emergency channel in the circumstances.

A user who intentionally abuses emergency features, makes false emergency reports or uses safety tools to harass or track another person unlawfully may be suspended and may be reported to authorities where legally appropriate.

25. Privacy, Personal Data and Location Information

Sathi may collect and process personal information necessary to create accounts, verify users and vehicles, provide rides and rentals, calculate routes and fares, process payments, support safety, prevent fraud, resolve disputes and comply with law.

This may include identity/contact information, licence and Vehicle documents, profile information, device information, GPS/location data, trip and rental history, payment records, communications, ratings, safety reports and support records.

Sathi will handle personal data in accordance with Applicable Law and its Privacy Policy. A separate Privacy Policy should explain categories of data, purposes, legal basis/consent where applicable, sharing, retention, security, user rights and contact procedures.

Trip location may be shared with the matched Driver/Passenger as necessary to perform the Service and may be shared with emergency contacts, insurers, service providers or competent authorities where authorized by the user or permitted/required by law.

Users must not misuse personal information obtained through a ride or rental, including phone numbers, addresses, images or location information, for stalking, harassment, marketing, retaliation or other unauthorized purposes.

26. Electronic Communications and Notices

You agree that Sathi may send service-related communications by App notification, SMS, phone, email or other electronic means using the contact details associated with your Account. Service messages may include OTPs, booking updates, safety notices, payment information, legal updates and support communications.

Marketing communications will be handled in accordance with Applicable Law and available consent/opt-out mechanisms. Opting out of marketing does not prevent essential transactional or safety communications.

Electronic acceptance, records and notices may be used to the extent recognized by Nepal law.

27. Intellectual Property and App License

The Platform, software, design, branding, logos, databases, maps/interface elements, text and other proprietary material are owned by or licensed to Sathi and protected by applicable intellectual-property law.

Subject to these Terms, Sathi grants you a limited, revocable, non-exclusive, non-transferable licence to use the App for its intended lawful purpose. You may not copy, reverse engineer, scrape, resell, sublicense, bypass security, access source code unlawfully or use Sathi branding without permission.

Third-party map, payment, communication and other services may be subject to separate licences and terms.

28. Prohibited Activities, Fraud and Misuse

Identity fraud, document forgery, fake accounts or account renting/selling.
GPS spoofing, trip manipulation, fake rides, collusive bookings or incentive abuse.
Fare manipulation, forced cancellation, unauthorized off-platform trip conversion or extortion.
Payment fraud, stolen payment instruments, fraudulent refunds or chargebacks.
Harassment, violence, sexual misconduct, stalking, discrimination or threats.
Transport or possession of illegal goods, weapons or dangerous materials contrary to law.
Tampering with vehicles, safety equipment, trackers, apps or Platform systems.
Automated scraping, hacking, malware, denial-of-service activity or unauthorized access.
Using the Platform to violate transport, tax, consumer, privacy, criminal or other Applicable Law.

29. Suspension, Deactivation and Termination

Sathi may warn, restrict, suspend or deactivate an Account or Vehicle where reasonably necessary for safety, suspected fraud, document expiry, non-payment, repeated serious complaints, policy violation, legal ineligibility, government order or other material breach.

Where appropriate and legally required, Sathi may give notice and an opportunity to respond or appeal. Immediate temporary restriction may be used where necessary to protect safety, evidence, users, the Platform or legal compliance.

Users may stop using the Services and request Account closure, subject to outstanding payments, unresolved safety matters, legal retention requirements and other lawful obligations.

Termination does not eliminate rights, liabilities or payment obligations that arose before termination. Provisions intended by their nature to survive – including payment, liability, dispute, privacy, intellectual property and indemnity provisions – may continue after termination.

30. Service Availability, Disclaimers and No Guarantee

Sathi aims to provide reliable Services but does not guarantee that a Driver, Vehicle, rental category, route, payment method or feature will always be available. Availability may be affected by demand, traffic, weather, strikes, public events, technical outages, network failure, government restrictions, road closures or other conditions.

Arrival times, routes, prices marked as estimates, demand indicators and map information may be approximate. Users should make reasonable time allowances for important journeys.

Third-party Driver Partners and Rental Partners are responsible for their conduct and service performance to the extent assigned by law and contract. Nothing in this Section excludes Sathi’s own liability where Applicable Law makes Sathi responsible.

31. Limitation of Liability

To the maximum extent permitted by Applicable Law, Sathi will not be liable for indirect, incidental, special, exemplary or consequential loss, loss of expected profit, loss of business opportunity or similar remote loss arising from use of the Platform, except where such limitation is prohibited by law.

Sathi is not responsible for loss caused solely by a user’s unlawful conduct, an independent third party beyond Sathi’s reasonable control, inaccurate information supplied by the user, or misuse of the Platform, subject always to mandatory legal responsibilities.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence where it cannot lawfully be limited, death or personal injury where limitation is prohibited, mandatory consumer rights, statutory accident compensation, insurance obligations, or any liability that Applicable Law does not allow to be excluded or limited.

Where law permits a contractual monetary cap for a specific non-personal-injury claim, any such cap will be determined by the applicable supplemental terms or the amount permitted by law rather than by an arbitrary limitation that defeats mandatory consumer protection.

32. Indemnity

To the extent permitted by law, you agree to indemnify Sathi and its officers, employees and affiliates against third-party claims, losses, fines, penalties, damages and reasonable legal costs arising directly from your unlawful conduct, fraud, material breach of these Terms, infringement of another person’s rights, or operation/use of a Vehicle in violation of law.

This indemnity does not require you to compensate Sathi for loss caused by Sathi’s own unlawful conduct, negligence or breach to the extent responsibility cannot lawfully be shifted to you.

33. Force Majeure

Sathi will not be responsible for delay or failure caused by events beyond its reasonable control, such as natural disasters, earthquake, flood, epidemic, war, civil unrest, major strike, fuel shortage, government order, road closure, telecommunications failure, payment-network outage or widespread infrastructure disruption, except for obligations that Applicable Law requires to continue.

Sathi may suspend or modify affected Services during such events and will use commercially reasonable efforts to restore them when practicable.

34.1 Complaints, Disputes, Governing Law and Jurisdiction

Customer support and complaints

Users should first raise fare, service, safety, payment or rental complaints through Sathi’s in-App support or official support channels so the matter can be investigated. Sathi may request relevant trip, payment, photograph, police, medical, insurance or other evidence.

34.2 Consumer and regulatory remedies

Nothing in these Terms prevents a user from approaching a competent consumer authority, transport authority, police, court or other government body where the law provides that right.

34.3 Governing law

These Terms are governed by the laws of Nepal, including applicable federal, provincial and local laws. Where a specific Service is regulated by a province or local authority, the applicable rules of that jurisdiction also apply.

34.4 Jurisdiction

Any dispute not resolved through support or a mutually agreed lawful settlement process will be subject to the competent courts and authorities of Nepal. Subject to mandatory rules on territorial and subject-matter jurisdiction, courts with jurisdiction in Lalitpur may hear disputes involving Sathi Mobility Pvt. Ltd.

The parties may agree in writing to mediation or arbitration for an eligible dispute where permitted by law; however, no such process will remove a non-waivable statutory right.

35. Changes to These Terms

Sathi may update these Terms to reflect legal changes, new Services, safety requirements, technology changes, pricing models or operational needs. The updated version and effective date will be published through the App, website or another reasonable notice method.

Where a change materially affects user rights or obligations and advance notice is reasonably practicable or legally required, Sathi will provide appropriate notice. Continued use after the effective date constitutes acceptance to the extent permitted by law. If you do not accept a material change, you may stop using the affected Service.

Changes necessary to comply with an immediate legal or government requirement may take effect without the usual advance notice where permitted or required.

36.1 Miscellaneous

Entire agreement

These Terms, together with the Privacy Policy, booking-specific disclosures, Driver Partner agreement, Rental Schedule, payment terms, safety policies and other supplemental terms applicable to a Service, form the agreement governing that Service.

36.2 Severability

If any provision is held invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue in effect.

36.3 No waiver

Failure to enforce a provision on one occasion does not waive the right to enforce it later.

36.4 Assignment

Users may not transfer an Account or contractual rights without Sathi’s consent. Sathi may assign these Terms as part of a lawful merger, restructuring, financing, asset transfer or business transfer, subject to Applicable Law and notice requirements.

36.5 Language

Sathi may provide these Terms in English, Nepali or other languages. If translations differ, the controlling version will be the version identified by Sathi, subject to any mandatory language requirement or consumer interpretation rule under Applicable Law.

36.6 Headings

Section headings are for convenience and do not limit the meaning of the Terms.

37. Contact and Legal Notices

Sathi Mobility Pvt. Ltd.

Email: sathimobility@gmail.com and Contact Number : +977-9714579370

Registered Head Office: Balkumari, Near by Nepal Red cross Society, Lalitpur-09, Lalitpur, Nepal.

Customer support contact details, official email addresses and any designated grievance or legal-notice channel should be published in the Sathi Ride App and kept current.

Privacy Policy