Terms of Service

Trickle is a marketplace and coordination platform. We help a sender find a traveler with a compatible route and help both people coordinate a parcel handoff. Unless we expressly say otherwise, Trickle is not the carrier, sender, traveler, insurer, or owner of a parcel.

By creating an account or using Trickle, you agree to these Terms, our Privacy Policy, and the rules shown in the app for the relevant parcel, travel plan, match, payment, or dispute.

• You must be legally able to enter into these Terms and meet any age requirement shown in your country.
• You must provide accurate, current information and keep your phone number and profile details up to date.
• You are responsible for your device, OTPs, account activity, and keeping access credentials private.
• You must not create duplicate, deceptive, impersonating, or automated accounts.
• You must tell us promptly if you suspect unauthorized access or a safety issue.

Senders must:

• Describe the parcel accurately, including its contents, size, weight, value, and any handling needs.
• Package the parcel safely and provide correct pickup and delivery information.
• Not use a parcel to move prohibited, dangerous, illegal, stolen, or undeclared goods.
• Attend the agreed handoff or arrange an approved alternative in advance.

Travelers must:

• Post accurate route, date, timing, identity, and available-space information.
• Thoroughly inspect the parcel before accepting it, and refuse it if anything about its contents, packaging, weight, or the sender’s description seems unsafe, prohibited, or misrepresented.
• When traveling by flight, ensure the parcel is screened through the airport’s available security scanning (e.g., X-ray/baggage screening) and any airline-required checks before carrying it, in addition to the traveler’s own inspection.
• Keep an accepted parcel secure and complete the agreed handoffs.
• Notify the sender and Trickle promptly about delays, cancellation, loss, damage, or safety concerns.

Neither party may pressure, threaten, harass, discriminate against, or bypass Trickle’s safety and payment controls.

Parcels must comply with applicable law and any route, carrier, airport, railway, venue, or local restrictions. Prohibited or restricted items include, without limitation:

• Weapons, explosives, ammunition, illegal drugs, controlled substances, and stolen goods.
• Hazardous, flammable, radioactive, biological, toxic, or unsafe materials.
• Cash, negotiable instruments, payment cards, financial credentials, and sensitive documents unless expressly approved.
• Live animals, perishable goods, and temperature-sensitive goods unless expressly supported.
• Counterfeit goods, unlicensed goods, regulated goods, or anything intended to evade customs or law enforcement.
• Any item whose contents, value, weight, or dimensions are deliberately misrepresented.

We may refuse, cancel, hold, report, or remove a parcel or match when we believe it violates these Terms, creates a safety risk, or may expose users or Trickle to legal or financial harm.

Trickle does not inspect, X-ray, or verify parcel contents and relies on the sender’s accurate declaration. If a sender nonetheless includes an illegal, prohibited, or undeclared item in a parcel, the sender alone is responsible and liable for that item and any resulting consequences — not Trickle.

We may request identity or profile verification to protect users and improve trust. Verification does not guarantee a user’s conduct, parcel contents, or delivery outcome.

Use public or otherwise appropriate handoff locations where possible. Do not share OTPs, passwords, unnecessary financial information, or sensitive identity documents in chat. Report emergencies to local emergency services first and then contact Trickle Support.

Trickle may use Razorpay or another payment provider for physical delivery payments, refunds, and traveler payouts. The total amount, payment status, and any applicable fee are shown before confirmation.

• Payment may be authorized or held until the relevant confirmation and handoff conditions are met.
• Traveler payout is separate from sender payment and may be delayed for verification, dispute, fraud, or safety review.
• Payment failures, abandoned checkouts, duplicate payments, and webhook delays may require retry or support review.
• Refunds follow the cancellation, delivery, and dispute rules shown in the app and may take time to appear through the original payment method.
• Trickle does not operate an app wallet or stored-value balance.

You authorize us and our payment provider to process the transaction you confirm. Do not send payment directly to another user unless the app explicitly instructs you to do so.

Cancellation outcomes depend on the state of the request or match, who cancels, timing, payment status, and the facts available to Support. A cancellation may result in no charge, a full or partial refund, a delayed payout, or a manual review.

For loss, damage, delay, no-show, suspected fraud, or a disagreement, preserve relevant evidence and contact Support promptly. We may request photos, timestamps, handoff details, chat history, payment information, or identity verification.

We may place funds, accounts, matches, or payouts on hold while investigating. Decisions may consider these Terms, the app record, user reports, provider information, and applicable law.

You keep ownership of content you submit, but grant Trickle a limited license to host, process, display, and share it as needed to operate the service, coordinate delivery, investigate reports, provide support, and comply with law.

• Do not upload content that is illegal, abusive, threatening, deceptive, discriminatory, infringing, or invasive of another person’s privacy.
• Do not spam, scrape, reverse engineer, probe, overload, or interfere with the service.
• Do not use Trickle to move prohibited goods or bypass payment, verification, moderation, or account restrictions.
• Do not share another person’s personal information without a lawful reason and permission.

We may remove content, limit visibility, suspend an account, cancel a match, or report conduct to authorities when necessary for safety, policy enforcement, or legal compliance.

Trickle has zero tolerance for objectionable content and abusive users. Posting or sending content that is abusive, harassing, hateful, sexually explicit, threatening, or otherwise objectionable, or behaving abusively toward other users, is prohibited and may lead to immediate removal of the content and suspension or permanent termination of the account.

You can report a user, a request, a chat message, or an errand post from within the app: Report issue on any request, long-press a message and tap Report message, Report post on an errand, or Report from a user’s profile or chat. You can also block any user from their profile, a request, a chat, or an errand post. Blocking immediately hides that user’s profile, trips, and requests from you, ends chat between you, cancels any open request between you, and notifies the Trickle team so we can review their activity. We review reports and act on objectionable content within 24 hours, including removing the content and removing the user who provided it where appropriate.

Use in-app support or reporting tools for abusive users, unsafe parcels, suspicious activity, or harmful messages. We may review relevant content and account information to investigate. We may not disclose investigation details where doing so would compromise safety, privacy, or legal obligations.

Blocking or moderation may limit contact, but it cannot guarantee that a person will never encounter another person offline. Contact local emergency services for immediate danger.

We work to keep Trickle available and accurate, but routes, users, networks, maps, payment providers, storage providers, and notification systems can fail or change. We may modify, suspend, or discontinue features with reasonable notice where practical.

Third-party services have their own terms and policies. Trickle is not responsible for a third party’s independent service, content, availability, or handling of information beyond our control.

To the extent permitted by law, you use Trickle at your own risk and remain responsible for your decisions, parcel contents, conduct, and compliance with law. Trickle does not guarantee that a match will be available, a user will perform, a parcel will arrive on time, or a parcel will be undamaged.

Without limiting the above, and to make the allocation of responsibility clear:

• If a sender includes an illegal, prohibited, dangerous, or undeclared item in a parcel, the sender alone is liable for that item and its consequences, including any loss, damage, fine, seizure, or legal action that results — Trickle is not liable.
• If a traveler steals, misappropriates, damages, loses, or otherwise fails to safeguard a parcel entrusted to them, the traveler alone is liable for that conduct and any resulting loss — Trickle is not liable. Trickle is a coordination platform and does not take custody, control, or ownership of any parcel.
• For the cases above, or similar situations, Trickle will cooperate with law enforcement, courts, and regulators and provide any information we hold, in accordance with applicable law, upon a valid request. However, Trickle cannot guarantee the safety, security, recovery, or condition of any parcel or its contents. It is the sender’s and traveler’s own responsibility not to send or carry valuable, fragile, hazardous, or otherwise risky items through Trickle, except where an optional protection or insurance add-on is expressly offered and purchased in the app.

Nothing in these Terms excludes or limits liability that cannot legally be excluded, including liability for fraud, willful misconduct, or rights that consumers cannot waive under applicable law.

Separately from, and without affecting, Section 11 above, Trickle may choose to offer a limited, discretionary goodwill payment — shown in the app as “Trickle Assurance” or similar — toward a sender’s loss when a parcel is lost, stolen, or damaged in transit. This is a voluntary benefit, not insurance, not a warranty, and not an admission of liability or fault by Trickle.

• Whether to offer, approve, or pay any amount under this program is entirely at Trickle’s discretion, decided case by case, and is not a right or entitlement you can demand or enforce.
• Any payment is capped at the amount shown in the app at the relevant time (which may be revised) and is not tied to, and may be lower than, the parcel’s declared value.
• It does not apply to prohibited, illegal, undeclared, or misrepresented items, to losses arising from a user’s own breach of these Terms, or where a report is not filed promptly with the evidence Support requests (e.g., handoff photos, timestamps, chat history).
• It is separate from, and does not replace, any optional paid protection or insurance add-on that may be offered in the app, which (where purchased) is underwritten and administered by a third-party insurer under its own policy terms.
• Trickle may modify, limit, suspend, or discontinue this program at any time, including after a loss has occurred but before payment, without liability for doing so.

You may stop using Trickle and request account deletion at any time through Account Settings or Support. We may suspend or terminate access for violations, fraud, safety risks, non-payment, legal requirements, or conduct that harms users or the service.

Account deletion deactivates the account and follows the retention schedule in the Privacy Policy. Payment, dispute, safety, fraud, tax, parcel, travel, and chat records may be retained for up to 30 days, or longer where a legal hold or legal requirement applies.

We may update these Terms as the service or legal requirements change. We will update the date above and provide additional notice for material changes where required. Continued use after the effective date means the updated Terms apply to future use.

For questions, complaints, account deletion, safety concerns, or disputes, contact support@trickle.org.in. Include the relevant request, match, or payment reference, but never include an OTP or password.