Terms & Conditions

1. Acceptance of Terms

By using the SahSaathi website (sahsaathi.in), the SahSaathi app, or by submitting a coolie booking request, you agree to be bound by these Terms & Conditions. SahSaathi is operated by 1LU Next Gen Technologies Private Limited ("SahSaathi", "we", "our", "us"). If you do not agree to these terms, please do not use the service.

2. Who We Are — Not a Government Body

SahSaathi is a private technology startup. We are NOT a government body, and we are not part of, an agent of, or affiliated with Indian Railways, IRCTC, the Ministry of Railways or any other government department or authority.

We do not issue porter (coolie) licences or badges, we do not set official railway porter rates, and we have no authority over railway premises, trains, platforms or railway staff. Any reference to a railway station, train or PNR on our platform is only to help you and the Sahayak find each other.

3. Our Role: A Digital Connecting Platform

SahSaathi only connects railway passengers who need help with their luggage with railway Sahayaks (coolies / porters) digitally. We take your booking request, share it with an available Sahayak and help coordinate the meeting.

• Sahayaks are independent service providers. They are not our employees, agents or partners, and we do not control how they carry out their work.
• The luggage-carrying service is provided by the Sahayak directly to you. Any agreement for that service is between you and the Sahayak.
• We do not guarantee that a Sahayak will be available for every request, or the timing, quality or outcome of any service.
• The service is currently available at Raipur Junction (R) railway station only.

4. Booking Requests

When you submit a booking you are making a request, not a guaranteed reservation. A booking is confirmed only when our team contacts you and confirms a Sahayak for your journey.

• You must provide accurate details: your name, a reachable mobile number, train number/name, journey date and time, and number of bags.
• Your PNR number is optional. If you share it, it is used only to locate your coach and platform.
• You must be at least 18 years old, or book on behalf of a minor or senior citizen with their consent.
• Please keep your phone reachable around your arrival or departure time so the Sahayak can find you.
• We may decline, cancel or refuse any request at our discretion, including requests that are incomplete, duplicated, abusive or appear fraudulent.

5. Pricing and Payment

Charges depend on the station, the number of bags and the service required, and are communicated to you before or at confirmation. Unless stated otherwise, you pay the agreed fare directly to the Sahayak in cash or through the online payment option where available. No payment is collected on the website when you submit a booking request.

6. Cancellation

Cancellation is governed by our Cancellation & Refund Policy (sahsaathi.in/cancellation-policy), which forms part of these Terms.

7. Your Responsibilities and Your Luggage

Users are expected to treat Sahayaks with respect and dignity at all times. Harassment, discrimination, non-payment, or unsafe behaviour towards a Sahayak may result in refusal of future bookings.

• Do not ask a Sahayak to carry prohibited, dangerous or illegal items.
• Cash, jewellery, documents, electronics, medicines and fragile or high-value items must stay with you. SahSaathi is not responsible for such items if handed over to a Sahayak.
• Check your luggage when it is handed back to you, and report any problem to the Sahayak and to us immediately, before leaving the station.
• You are responsible for the accuracy of the information you give us and for catching your train.

8. Complaints

If something goes wrong with your booking, contact us at work@sahsaathi.in or +91 9406017764 (Monday – Friday, 10:00 AM – 5:00 PM) with your booking reference. Please report complaints within 7 days of the journey so that we can investigate them properly. We will try in good faith to help you and the Sahayak resolve the issue.

9. Limitation of Liability

To the maximum extent permitted by law:

• SahSaathi acts only as a connecting platform and is not liable for the acts, omissions, conduct or negligence of any Sahayak, or for any loss, theft of or damage to luggage or belongings.
• SahSaathi is not liable for train delays, cancellations, platform changes, missed trains, crowding, or any act of the railway authorities or other third parties.
• SahSaathi is not liable for any indirect, incidental, special or consequential loss, including loss of time, travel connections or business.
• Our total liability for any claim relating to a booking shall not exceed the amount, if any, paid to SahSaathi (not to the Sahayak) for that booking.

The platform is provided on an "as is" and "as available" basis without warranties of any kind. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

10. Indemnity

You agree to indemnify and hold harmless 1LU Next Gen Technologies Private Limited, its directors, employees and partners from any claim, loss or expense (including reasonable legal fees) arising from your misuse of the service, your breach of these Terms, false information given by you, or your dealings with a Sahayak.

11. Disputes and Arbitration

Any dispute arising out of or relating to SahSaathi, a booking or these Terms shall be resolved as follows:

• First, you must write to us with your booking reference and details of the dispute, and allow us 30 days to try to resolve it amicably.
• If it is not resolved, the dispute shall be referred to final and binding arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Raipur, Chhattisgarh, and the proceedings shall be in English or Hindi.
• Disputes between a passenger and a Sahayak about the porter service itself are to be settled between them; SahSaathi may help, but is not a party to that dispute.
• Subject to the above, the courts at Raipur, Chhattisgarh shall have exclusive jurisdiction.

12. Changes to These Terms

We may update these Terms from time to time. The latest version is always available on this page. Continued use of the service after an update means you accept the revised Terms.

13. Governing Law

These Terms are governed by the laws of India.