Terms of Service

1. About these Terms

1.1 These Terms of Service (“Terms”) are an agreement between you and Feynman Technology Private Limited, a company incorporated in India with its office at HD-139, WeWork Salarpuria Magnifica, 13th Floor, 78 Old Madras Road, Mahadevapura, Bengaluru, Karnataka 560016 (“Tilt”, “we”, “us” or “our”). Tilt is the brand under which we run our bike-sharing service.

1.2 These Terms cover the Tilt app, our website at tilt.bike, our bikes, docks and stations, and anything you buy from us, such as passes and wallet top-ups. Together we call these the “Service”.

1.3 By creating an account or using the Service, you agree to these Terms. If you don’t agree, please don’t use the Service.

1.4 Our Privacy Policy explains what personal data we collect and how we use it. It applies whenever you use the Service. Our Pricing Policy is a short summary of sections 6 to 9 of these Terms. If the two ever say different things, these Terms apply.

1.5 Some sales, free-pass offers and partner promotions have extra conditions. We’ll show you those before you take up the offer, and they apply alongside these Terms.

2. Who can use Tilt

2.1 You must be at least 18 years old to create a Tilt account.

2.2 Children under 18 can’t have their own account. A child under 18 may ride only on a parent or legal guardian’s account, with that adult’s permission. The account holder is responsible for the child’s ride as if they were riding themselves, including the child’s safety, the bike and any charges.

2.3 A child under 16 may ride only with the account holder nearby and supervising, and only if the child can reach the pedals, brakes and ground comfortably and ride confidently.

2.4 No one under 18 may ride an electric bike, even on a parent or guardian’s account.

2.5 When you sign up, you must give us true and complete details (your name, phone number, email address, gender and year of birth) and keep them up to date.

2.6 You may have only one account, and you must sign up with a phone number that belongs to you.

2.7 We may refuse to open an account, or close one, if we reasonably believe the person using it isn’t eligible under this section.

3. Your account

3.1 You sign in with your Indian mobile number and a one-time password (OTP) that we send to it. Keep your phone and your OTPs to yourself. Tilt staff will never ask you for an OTP.

3.2 You are responsible for everything done through your account.

3.3 Your account is personal to you. You may not sell, transfer or lend it to anyone, except that a parent or guardian may let their child ride as section 2 allows.

3.4 When you sign up, you choose a home community. Choose the community where you live, work or study, and update it in the app’s settings if you move. The passes and prices you see depend on your home community. If you choose a community you don’t belong to, we may move or block your account.

3.5 If you think someone else is using your account, tell us straight away through in-app help or at support@tilt.bike. We’ll lock the account while we look into it.

3.6 You can ask us to close your account at any time by writing to support@tilt.bike from your registered email address, or through in-app help. We’ll close it once any ongoing ride has ended and any money you owe us is paid. When your account closes, any remaining pass days and wallet balance are lost, as sections 6 to 8 explain. We keep some records after closure where the law requires it, as our Privacy Policy describes.

4. How Tilt works

4.1 Some words we use in these Terms:

Community: a residential society, township, campus or workplace where we run Tilt, usually in partnership with its Resident Welfare Association (RWA) or management.
Station: a group of docks at one spot in a community.
Dock: a smart lock that holds one bike.
Ride: the time from when you unlock a bike until it is locked back into a dock and our system records the ride as ended.
Pass: a product you buy that lets you ride for a set number of days.
Wallet: the Tilt balance in your account.

4.2 We run Tilt in communities across several Indian cities. The app shows which communities and stations are open. We may open, move or close stations and communities at any time, at our discretion.

4.3 Many communities are private property, and their management decides who may enter. A Tilt account doesn’t give you the right to enter a community you couldn’t otherwise enter. While you’re in a community, you must follow its rules.

4.4 To start a ride, scan the QR code on a dock with the Tilt app and tap unlock. You’ll have a few seconds to pull the bike out. You can have only one ride going at a time. We won’t unlock a bike if your account is blocked, if you need a pass and don’t have an active one, if your wallet is below the minimum in section 7.4, or if the bike or dock isn’t fit to use.

4.5 To end a ride, push the bike firmly into an empty dock at a station in the same community where you picked it up, until the dock locks it. A ride ends only when the dock has locked the bike and our system has recorded it.

4.6 If you get a “bike not locked” alert, or the app still shows your ride as ongoing after you’ve docked the bike, take the bike out and dock it again, or contact us through in-app help straight away. Don’t walk away from a bike that isn’t locked.

4.7 Docks accept only bikes that belong to their community. If you dock a bike in another community, your ride won’t end and charges will keep running until the bike is back in its own community.

4.8 If a station is full, use the map in the app to find another station in the same community.

4.9 We measure ride time on our own systems, from when we process your unlock to when the dock reports the bike locked. The timer in the app is a guide only. If you think a ride time is wrong, tell us as section 12 explains.

4.10 We can’t promise that a bike or an empty dock will be free at the station you want, or that the app, docks and stations will always work. We aim to fix reported problems quickly.

5. Riding rules

5.1 Before you ride, check the bike: brakes, tyres, chain, pedals, seat height and handlebar. If anything seems wrong, don’t ride it. Put it back in the dock and report it through in-app help or when you rate the ride.

5.2 When you ride, you must:

follow traffic laws and the rules of the community you’re in;
ride with care and at a safe speed, and give way to pedestrians, especially children and older residents;
ride only on roads and paths where cycling is allowed;
make yourself visible if you ride after dark, as our bikes may not have lights.

We strongly recommend wearing a helmet. We don’t provide one.

5.3 You must not:

carry another person, a child or a pet on the bike;
let anyone else ride a bike you’ve unlocked, except a child you’re responsible for under section 2;
ride a bike without an ongoing ride in the app, for example a bike someone else left unlocked;
ride under the influence of alcohol, drugs or any medicine that affects your riding;
use your phone or headphones in a way that distracts you while riding;
race, do stunts or ride off-road;
ride in heavy rain, flooding, storms or other dangerous conditions;
ride if you weigh more than 100 kg, or carry more than 2.5 kg in the basket or anything that makes the bike hard to control;
leave a bike anywhere other than a dock, lock it with your own lock, hide it, or stop others from using it;
damage, modify, write on or attach anything to a bike, dock or station, or try to open or tamper with them;
use a bike for paid work, such as deliveries, or rent it out to anyone.

5.4 You may ride outside the community where you picked up the bike, but you must bring it back to a station in that same community.

5.5 You are responsible for the bike from the moment you unlock it until it is locked back into a dock.

5.6 If the bike breaks down or gets a puncture during a ride, stop safely and contact us through in-app help. Bring the bike back to a dock if you can do so safely. If you can’t, tell us where it is.

5.7 There is no fixed maximum ride length. Time beyond your pass’s daily allowance is charged by the minute (section 6.5). Please don’t keep a bike overnight.

6. Prices and passes

6.1 The app shows the price of every pass, and any per-minute charge, before you pay. Prices differ between communities and can change at any time. A price change never affects a pass you have already paid for.

6.2 All prices are in Indian rupees and include GST. For payments made online, we issue a GST invoice, which you can download from Payment History in the app.

6.3 We don’t list prices in these Terms because they change often. The price shown at checkout is the total you pay.

6.4 In most communities you need an active pass to ride. A pass lets you ride standard bikes for the number of days stated on it, and may include a daily ride allowance. If it does, the app shows the allowance before you buy it.

6.5 Where a pass has a daily allowance, it is shared across all your rides that day and resets at midnight (Indian Standard Time). If a ride runs past midnight, the minutes before and after midnight count toward each day’s allowance. Once you’ve used up the day’s allowance, every extra minute is charged from your wallet when the ride ends, at the per-minute rate shown in the app for your community. Unused allowance doesn’t carry over to the next day.

6.6 A pass starts as soon as you buy it. It ends at 11:59 pm (Indian Standard Time) on the last day of its validity, counted from the day you bought it. For example, a 14-day pass bought on 1 March ends at 11:59 pm on 15 March. When we describe a pass in weeks, months or years, a week means 7 days, a month means 30 days and a year means 360 days.

6.7 You can have only one active pass at a time. You can also buy your next pass in advance. It starts at 12:00 am on the day after your current pass ends, so you don’t lose any days.

6.8 Where the app offers it, you can upgrade an active pass to a longer pass of the same type. The app shows the upgrade price and your new end date before you pay. Your upgraded pass keeps your original start date. Passes bought in a sale, from a partner promotion or through a free offer can’t be upgraded.

6.9 Passes are personal. You can’t transfer, pause or exchange a pass for cash. Passes don’t renew automatically, and we won’t charge you again unless you buy another pass. We’ll remind you before your pass ends.

6.10 You can use your pass at any Tilt station you are allowed to access, as long as each ride ends in the community where it started (section 5.4).

6.11 Sale prices apply only during the sale period shown in the app.

7. Your Tilt wallet

7.1 Your wallet holds credits in rupees. It pays for per-minute charges beyond your pass allowance and for any charges under section 9, and you can use it toward buying or upgrading a pass. When you upgrade a pass, we use your wallet balance first. Where the app offers it, you can top up your wallet.

7.2 Under the Reserve Bank of India’s rules on prepaid payment instruments, the Tilt wallet is a closed-system wallet. You can use it only to pay for Tilt services. You can’t withdraw it as cash, transfer it to another person or account, or spend it anywhere else. Paid credits don’t expire while your account is open.

7.3 Promotional credits that we give you for free, such as referral rewards or goodwill credits, have no cash value and can’t be refunded or withdrawn. Ride charges use promotional credits before paid credits. We may set an expiry date on promotional credits when we give them.

7.4 We may set a minimum wallet balance that you need to start a ride, and change it from time to time. If your balance is below it, you’ll need to top up before you can ride.

7.5 If your ride charges are more than your wallet balance, your balance can go below zero. A negative balance is money you owe us. You may need to clear it before you can ride again.

8. Payments, refunds and cancellations

8.1 Payments are processed by Razorpay, our payment partner, through UPI, cards, net banking or the other methods it offers. We don’t see or store your full card details.

8.2 You may pay only with a payment method you are allowed to use.

8.3 A purchase is complete only when Razorpay confirms the payment and your pass or credits appear in the app. If money leaves your bank account but the app says the payment didn’t go through, we haven’t received it, and it is returned to you automatically, usually within 5 to 7 working days. If it hasn’t come back after that, check with your bank first, then contact us with the payment reference.

8.4 Passes are non-refundable. Once you’ve bought a pass, you can’t cancel it, get a refund for it or exchange it, including if you don’t use it, move away or change your plans. This also applies if we close or move any station, including all the stations in your community, even if that affects your access to bikes. Wallet top-ups are non-refundable too.

8.5 We will refund you if:

you were charged twice for the same purchase;
you were charged more than the price shown at checkout; or
your payment went through but the pass or credits never reached your account.

We refund to the original payment method. Once we start a refund, it usually reaches you within 5 to 7 working days, depending on your bank.

8.6 If a ride was charged wrongly, for example because it kept running after you docked the bike, we’ll correct the charge and return the difference to your wallet, not to your bank. Section 12 explains how to tell us.

8.7 If we show or charge a wrong price because of an obvious mistake, we may cancel the purchase, refund you in full and let you know.

8.8 Please contact us before disputing a payment with your bank. If you raise a chargeback on a valid payment, we may suspend your account until it’s resolved.

8.9 Any money you owe us, including a negative wallet balance or a charge under section 9, is a debt. We may take it from your wallet, ask you to pay it in the app or by bank transfer, and stop you from riding until it’s paid.

9. Charges for misuse, damage and loss

9.1 If you misuse, damage or lose a bike, we may charge you as follows:

What happened	What we charge
You took a bike to a station in another community, or left it there	₹500
You rode a bike without an ongoing ride in the app	₹100
You damaged a bike, dock or station	The actual cost of repair and parts
A standard bike was lost or damaged beyond repair while you were responsible for it	₹12,000
An electric bike was lost or damaged beyond repair while you were responsible for it	₹35,000
A government authority fined us or impounded a bike because of how you used or parked it	The amount of the fine plus our cost of getting the bike back

9.2 If a bike isn’t back in a dock within 24 hours of when you unlocked it, and you haven’t contacted us about it, we may treat it as lost. That means we may charge the loss amount above, block your account and report the bike to the police. Per-minute charges also keep running until the ride ends.

9.3 If a bike is stolen during your ride, tell us within 2 hours through in-app help or at support@tilt.bike, file a police complaint and send us a copy. You remain responsible for a bike that is stolen while it is unlocked on your account, and we may charge you the loss amount in section 9.1.

9.4 We charge only when our records reasonably show you were responsible. These records include dock and ride data, photos, and reports from our staff or the community. We’ll tell you what happened and why we’re charging you. If you disagree, contact us within 7 days of being told, and we’ll look at it again.

9.5 These amounts reflect our real costs of replacing bikes, repairing them and dealing with the problem. We may take them from your wallet or ask you to pay them as section 8.9 explains.

10. Offers, referrals and partner rewards

10.1 We sometimes run sales, free-pass offers and other promotions. Each one has its own conditions, such as dates, who can claim it and how long it lasts, which we show with the offer. Offers have no cash value, are only for the account they’re offered to, and expire if you don’t claim them in time.

10.2 If someone signs up with your referral code and you both buy a pass, you each get a referral reward in promotional credits. The current amount is shown in the app. You can use only one referral code yourself, but you can refer as many people as you like.

10.3 Some free passes are sponsored by partner brands. Before you claim one, we’ll tell you what you need to do, such as answer a short survey, and whether we’ll share any of your details with the partner. We’ll share your details only if you agree when you claim the offer.

10.4 We may change or end any offer or the referral programme at any time. Rewards you’ve already earned will stay. We may cancel an offer or reward if we find it was claimed through fake accounts, misuse or a mistake on our side.

11. Messages we send you

11.1 We send you messages that are part of the Service. These include OTPs by SMS or voice call, and service messages by push notification, WhatsApp and email. Examples are ride receipts, “bike not locked” alerts, payment confirmations, pass reminders and notices about changes to these Terms.

11.2 We also send offers and news by push notification, WhatsApp and email. You can turn off WhatsApp messages in the app’s settings, and push notifications in your phone’s settings. To stop promotional emails, write to support@tilt.bike. If you turn off WhatsApp or push notifications, you’ll also stop getting service messages, like ride receipts and “bike not locked” alerts, on that channel.

11.3 We may send formal notices to the email address on your account or show them in the app. A notice counts as received when we send it.

12. Accidents and reporting problems

12.1 If you have an accident, first make sure you and anyone else involved are safe, and get medical help if anyone needs it. If someone is hurt or property is damaged, report it to the police where the law requires. Then tell us as soon as you can through in-app help or at support@tilt.bike. If it’s safe to do so, bring the bike back to a dock or leave it somewhere safe and tell us where.

12.2 You can report a problem with a bike, dock or station through in-app help, or by rating your ride. You can rate a ride, or ask for help with it, up to 7 days after it ends.

12.3 If your ride kept running after you docked the bike, or you think you were charged too much, tell us through in-app help within 7 days of the ride. We’ll check our dock and ride records. Where they show you were overcharged, we’ll correct the charge and return the difference to your wallet.

13. Blocking and closing accounts

13.1 We may block your account, or stop you from unlocking bikes, if we reasonably believe that:

you have broken these Terms, for example by carrying a second rider, leaving a bike unlocked or damaging a bike;
you owe us money and haven’t paid it;
you signed up with false details, or for a community you don’t belong to;
you misused an offer or referral;
your riding puts you or other people at risk; or
a community’s management has asked us, for a valid reason, to remove your access to its stations.

13.2 If we block your account, you’ll see a notice in the app. You can email support@tilt.bike to find out why and to ask us to reconsider. If you’re still unhappy, you can go to our Grievance Officer (section 16).

13.3 While your account is blocked, you can’t start rides, and your pass keeps running. We don’t refund or add back pass days lost to a block that was caused by something you did.

13.4 Closing an account doesn’t cancel money you already owe us, and sections 9, 14 and 16 continue to apply after it closes.

14. Our responsibility to you, and yours to us

14.1 Cycling has risks, including falls, collisions, uneven roads, bad weather and other people’s behaviour. You ride at your own risk. You are responsible for riding safely and for deciding where and when it’s safe to ride.

14.2 Tilt doesn’t provide personal accident, health or third-party liability insurance for riders, and our prices don’t include any insurance. If you want cover, you’ll need to arrange it yourself.

14.3 We maintain our bikes, docks, stations and app with reasonable care and skill. Apart from that, and the other promises we make in these Terms, we provide the Service “as is” and “as available”. We don’t promise that it will always be available, free of faults or uninterrupted.

14.4 We are not responsible for loss, injury or damage caused by:

you breaking these Terms or the law;
you riding carelessly, or riding a bike that you knew, or should have noticed, was faulty;
events outside our reasonable control, such as power cuts, network outages, strikes, floods, storms or government action;
the actions of other riders, community residents or other third parties.

14.5 We are not responsible for indirect losses, such as lost earnings, missed appointments or other knock-on effects of a bike, dock or the app not working.

14.6 The limits in this section apply only as far as the law allows.

14.7 If someone makes a claim against us because you broke these Terms, broke the law or rode carelessly, you agree to cover our resulting losses and reasonable legal costs.

15.1 The Tilt app, website, name, logo and content belong to us or the people we license them from. We give you a personal, non-transferable permission, which we can withdraw, to use the app for using the Service.

15.2 You must not copy, modify or reverse-engineer the app; use bots or scripts to access it; interfere with our systems or security; or use the Tilt name or logo without our written permission.

15.3 When you share things with us, such as photos of a bike, ride ratings, comments, chat messages or feedback, you still own them. You allow us to use them to run, fix and improve the Service, for example by passing a photo to a mechanic. We won’t use your photos or name in advertising without asking you first. We may use your feedback and ideas without paying you.

15.4 Don’t share anything that is unlawful, offensive or not yours to share. We may remove anything you share that breaks this rule.

15.5 Leaderboards and streaks in the app show your name, community and city, together with your riding stats, to other Tilt riders.

16. Complaints, our Grievance Officer and disputes

16.1 If something goes wrong, start with in-app help or email support@tilt.bike. Most problems can be fixed there.

16.2 If you’re not happy with our answer, or want to make a formal complaint, write to our Grievance Officer:

Name: Deepak VS, CEO
Address: Feynman Technology Private Limited, HD-139, WeWork Salarpuria Magnifica, 13th Floor, 78 Old Madras Road, Mahadevapura, Bengaluru, Karnataka 560016
Email: deepak@tilt.bike

We’ll acknowledge your complaint within 48 hours and aim to resolve it within one month of receiving it.

16.3 These Terms are governed by the laws of India. The courts in Bengaluru, Karnataka have jurisdiction over any dispute about them or the Service.

17. Changes to these Terms, and other legal points

17.1 We may update these Terms when our Service, prices or the law change. If a change affects you significantly, we’ll tell you in the app or by email at least 7 days before it takes effect, unless we need to make it sooner for legal or safety reasons. If you keep using the Service after a change takes effect, the updated Terms apply to you. If you don’t agree with them, stop using the Service and ask us to close your account.

17.2 We may transfer our rights and duties under these Terms to another company, for example as part of a merger or sale of our business. If we do, we’ll tell you, and your rights under these Terms won’t be reduced. You may not transfer your rights or duties under these Terms to anyone else.

17.3 If a court finds any part of these Terms unenforceable, the rest of the Terms still apply.

17.4 If we don’t enforce one of our rights straight away, we can still enforce it later.

17.5 These Terms are an electronic record under the Information Technology Act, 2000. Accepting them in the app is as binding as signing them on paper.

17.6 These Terms, together with our Privacy Policy and any offer conditions under section 1.5, are the whole agreement between you and us about the Service.

17.7 To contact us, use in-app help, email support@tilt.bike, or write to Feynman Technology Private Limited, HD-139, WeWork Salarpuria Magnifica, 13th Floor, 78 Old Madras Road, Mahadevapura, Bengaluru, Karnataka 560016.