Terms of Service

Last updated: April 2026

These Terms of Service ("Terms") govern your use of the PAANA^® platform operated by Maa Chandi Highway Services ("PAANA", "we", "us"). By sending a request on WhatsApp, using our website, or accepting a service through our network, you agree to these Terms.

The PAANA platform

PAANA is a technology intermediary that connects drivers needing roadside assistance with independent, KYC-verified service partners ("Partners"). Partners provide physical services; PAANA coordinates, dispatches, and facilitates payment.

Partners are independent contractors, not employees or agents of Maa Chandi Highway Services. We verify their identity and track record, but the physical service delivery is the Partner's responsibility.

Eligibility

• You must be at least 18 years old to request a service
• You must own the vehicle or have the owner's permission to request service for it
• You must provide accurate location, vehicle, and contact information
• You must not misuse the service (e.g. false emergencies, reselling, spam)

Pricing and payment

Service prices are quoted on WhatsApp before any Partner is dispatched. Quotes include the base service charge, distance fee (when applicable), and taxes (GST at the prevailing rate).

• Currency — all prices are in Indian Rupees (INR)
• Payment — collected digitally via Razorpay (UPI, cards, netbanking) after service completion; Partners may also accept cash where permitted
• Receipts — a GST-compliant invoice is sent on WhatsApp after payment
• Surge — we do not apply demand-based surge pricing. Territory-specific rates (for remote areas) are disclosed in the quote.

Cancellation

• Before Partner dispatch — free cancellation, no charge
• After Partner dispatch, before arrival — a cancellation fee of up to ₹99 may apply (covers Partner travel and fuel)
• After Partner arrival — the full service fee is due

If the Partner cancels, you are charged nothing and we dispatch another Partner.

Refunds

Full refund policy is detailed at Refund Policy. In brief: service failures, overcharging, or non-delivery by the Partner qualify for a full or partial refund subject to investigation.

Your relationship with the Partner

When a Partner services your vehicle, a direct service contract is formed between you and the Partner. PAANA is not a party to that contract but facilitates it.

The Partner is responsible for the quality, safety, and workmanship of the physical service. If you have a complaint, you can raise it through PAANA and we will coordinate resolution. For catastrophic or safety-related issues, you should also pursue the Partner directly and, where appropriate, under consumer-protection laws.

Liability

PAANA is a dispatch and payment intermediary. To the maximum extent permitted by law:

• PAANA's total liability for any single incident shall not exceed the service fee paid for that incident
• PAANA is not liable for consequential, indirect, or incidental damages
• PAANA does not insure your vehicle, your cargo, or your person; your own vehicle insurance and personal health coverage remain your responsibility

This clause does not limit liability for grossly negligent or fraudulent conduct by PAANA employees, or statutory consumer rights that cannot be waived.

Your conduct

You agree not to:

• Impersonate another person or submit false vehicle or location details
• Harass, abuse, or discriminate against Partners
• Use the service for anything other than legitimate roadside assistance
• Reverse-engineer, scrape, or resell PAANA services

Violation may result in temporary or permanent account suspension.

Intellectual Property

PAANA^®, the logo, and associated brand elements are registered trademarks of Maa Chandi Highway Services. See Trademark for details. All website content is copyright Maa Chandi Highway Services unless otherwise noted.

Termination

Either party may terminate this relationship at any time. We may suspend or terminate your access if you breach these Terms or engage in fraud. You may stop using PAANA at any time; no termination fee applies.

Governing law and jurisdiction

These Terms are governed by the laws of India. Any dispute arising from or relating to these Terms or your use of PAANA shall be subject to the exclusive jurisdiction of the courts of Raipur, Chhattisgarh.

Grievance Officer

In accordance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, we have designated a Grievance Officer:

Changes

We may update these Terms. Material changes will be notified via WhatsApp if you have an active account. Continued use after a change constitutes acceptance of the new Terms.

Questions? grievance@paana.in · See also Trademark, Privacy, Refund Policy.