Terms of service

We provide mobility and concierge services inside the shopping malls where we operate: wheelchairs and baby prams with a Wheelerz attendant or for you to use yourself, porters and hands-free shopping, baggage storage, and other assistance listed for each location. What is offered, and at what rate, varies by location and is shown before you book.

• You need an account to book. Give your real name, a mobile number you can be reached on, and your date of birth — we use them to identify you and to contact you during a service.
• Keep your password to yourself. You are responsible for bookings made from your account.
• If you book for someone else, make sure they are happy for us to contact them on the number you give.

• Each location sets its own rates. You see the rate, and 5% GST as its own line where the location charges it, before you pay.
• Hourly services bill the first hour as the minimum, and after that only the minutes actually used. Baggage storage is charged per bag.
• A booking for later is paid online when you book. A same-day booking can be paid online or at the Wheelerz desk.
• Online payments are made on PhonePe’s secure page. An online booking is confirmed only once PhonePe confirms the payment; one left unpaid is cancelled after 60 minutes, or straight away if the payment fails.
• The final bill follows your actual check-in to check-out time. If it comes to more than you paid, the balance is settled at check-out, online or at the desk.

• Your service starts at check-in and ends when our team checks you out at the desk.
• A wheelchair or pram you use on your own is issued against an original identity document (Aadhaar card, driving licence or voter ID), which is returned when the equipment comes back. We record only that it was taken and returned — we never photograph or copy it.
• Please use equipment with reasonable care, keep it within the mall, and return it to the Wheelerz desk. If equipment is not returned, the identity document stays with us until it is.
• Baggage left in storage is counted in at the desk and handed back when you collect it. Please do not leave cash, jewellery, medicines or important documents in stored bags.
• Our attendants are there to assist with the booked service. They are not medical or nursing staff and cannot provide medical care.
• We ask everyone to treat our team with courtesy. We may decline or end a service where a guest’s behaviour puts our team or other guests at risk.

You can reschedule a booking made for later up to two hours before its time, on this website or in the app; after that, please speak to the Wheelerz desk. Cancellations and refunds are covered by our cancellation & refund policy.

We take care to keep our equipment safe and in good order and to train our team well. Nothing in these terms limits any right you have under Indian consumer law. Beyond that, our responsibility for a service is limited to the amount you paid for it.

We may update these terms as the service changes. The date at the top shows the latest version, which applies to bookings made after it.

Questions or complaints: write to info@wheelerz.in, or speak to the Wheelerz desk at the mall.