These Terms and Conditions ("Terms") govern access to and use of the PitLane website, web application, mobile or progressive web application, software, features, and related services (collectively, the "Services"). The Services are provided by PitLane App, having its registered office at GROUND FLOOR, CC.45/1947 A1, BHARKA APARTMENT, Labour Colony Road, Thammanam, Kochi, Ernakulam, Kerala 682032 ("PitLane", "we", "us", or "our").
By creating an account, accepting an order form, purchasing a subscription, or accessing the Services, you agree to these Terms and our Privacy Policy. If you act for an organisation, you confirm that you have authority to bind it, and "Customer" or "you" includes that organisation.
1. Eligibility
You must be at least 18 and legally capable of entering a binding contract. PitLane is intended for business use. You must not create an account with false information or impersonate another person or organisation.
2. The Services
PitLane may assist automotive service businesses with customer and vehicle management; vehicle scanning; leads and sales; jobs or projects; inventory; team and branch management; financial and operational records; reports and analytics; and email, WhatsApp, SMS, or in-app reports and alerts.
Features may vary by plan, configuration, location, or third-party availability. We may improve, modify, add, or discontinue features. If a change materially reduces the core functionality of a paid subscription, we will provide reasonable notice where practicable.
3. Accounts and security
You must provide complete and accurate registration, billing, and business information. You are responsible for keeping credentials confidential; activity through your account; assigning appropriate permissions; restricting access to authorised persons; removing former users; maintaining current contact and billing information; and promptly reporting suspected unauthorised access.
PitLane may treat actions taken through a validly authenticated account as authorised unless notified otherwise.
4. Customer Data
"Customer Data" means information, images, documents, contact details, business records, and other content submitted to or generated through the Services by or for the Customer. As between the Customer and PitLane, the Customer retains its rights in Customer Data.
The Customer grants PitLane a limited, non-exclusive right to host, copy, transmit, process, display, and otherwise use Customer Data as necessary to provide and secure the Services; generate requested reports and communications; provide support; prevent fraud or misuse; comply with law; and improve reliability and performance using aggregated or appropriately de-identified information.
The Customer is responsible for the legality, accuracy, quality, and integrity of Customer Data.
5. Privacy responsibilities
The Customer represents that it has all permissions, notices, consents, and other lawful grounds required to collect Customer Data; upload it; permit PitLane and its providers to process it; photograph vehicles or upload photographs; maintain customer and employee records; send communications to selected recipients; and use automated features on submitted content.
The Customer must not process personal data through PitLane unlawfully, deceptively, or unfairly. Where the Customer communicates with individuals through WhatsApp or another third-party channel, it must maintain any privacy notice required for its own activities and ensure that the notice accurately explains the Customer's collection, use, and sharing of recipient and message information.
6. Reports, alerts, and WhatsApp communications
6.1 Recipient configuration
The Customer may configure PitLane to send reports, alerts, summaries, reminders, invoices, and other operational messages to owners, managers, employees, customers, or other recipients through email, WhatsApp, SMS, in-app notifications, or other supported channels.
The Customer is solely responsible for selecting and verifying recipients; ensuring that each recipient is authorised to receive the relevant information; maintaining accurate phone numbers and other contact details; limiting report contents to information appropriate for the recipient; and promptly correcting any incorrect, disputed, or unauthorised recipient configuration.
6.2 WhatsApp opt-in and evidence
The Customer may cause PitLane to contact a person through WhatsApp only if the person has provided the relevant mobile number and affirmatively agreed to receive subsequent WhatsApp messages from the identified business or sender. The opt-in must satisfy applicable law and WhatsApp's requirements, clearly identify the business or sender, and describe the categories or purposes of messages the person agrees to receive. Permission for another communication channel does not by itself establish permission for WhatsApp.
The Customer must keep reliable evidence of each opt-in, including the date, source, method, scope, and status of the permission, and provide that evidence to PitLane promptly upon request. Where the Customer asks PitLane to maintain opt-in records, PitLane does so on the Customer's instructions; this does not transfer the Customer's responsibility for the validity of the opt-in. A separate permission must be obtained where required for a materially different message category or a business-initiated WhatsApp call.
The Customer warrants on each messaging instruction that the recipient remains opted in for the relevant category and that the message is expected, lawful, accurate, and not misleading.
6.3 Message templates and service conversations
Business-initiated WhatsApp conversations may be started only using a message template approved by WhatsApp, used for its approved purpose and category. A non-template reply may be sent only within the customer-service window permitted by WhatsApp, currently 24 hours after the recipient's last message, or within any replacement window permitted by WhatsApp at that time.
Approval or technical availability of a template does not establish recipient consent or legal compliance. The Customer remains responsible for the content, purpose, timing, audience, variables, links, attachments, and frequency of every message it requests.
If automated replies or automated conversational features are enabled, the Customer must provide a prompt, clear, and direct escalation path appropriate to the interaction, such as transfer to a human representative, a monitored phone number or email address, web support, a support form, or in-person assistance.
6.4 Opt-outs, blocks, and complaints
The Customer must immediately honour every request made within or outside WhatsApp to block, stop, unsubscribe from, or otherwise discontinue WhatsApp communications. The Customer must promptly record the request in PitLane or notify PitLane through [email protected], and must not circumvent a suppression by changing templates, lists, phone numbers, accounts, or providers.
After a WhatsApp opt-out is recorded, the Customer must not request further WhatsApp messages to that recipient unless the recipient later provides a new valid opt-in. Where appropriate, an essential account, security, billing, or service notice may instead be delivered through another lawful and available channel.
6.5 Data and content restrictions
The Customer must not use PitLane or WhatsApp to:
- Send unsolicited bulk messages, spam, purchased-contact-list messages, deceptive communications, or content that surprises recipients because it falls outside their reasonable opt-in expectations.
- Share or request complete payment-card numbers, CVV numbers, UPI PINs, online-banking passwords, complete financial-account numbers, government-issued identification numbers, or other highly sensitive credentials.
- Forward or otherwise disclose information from one customer's WhatsApp conversation to another customer, except where validly authorised and legally permitted.
- Use recipient data obtained through the WhatsApp Business Platform, other than message-thread content, for any purpose except as reasonably necessary to support messaging with that recipient.
- Buy, sell, promote, or facilitate illegal, prohibited, or restricted goods, services, organisations, or activities through WhatsApp, or send regulated-vertical content except where WhatsApp expressly permits it and all legal, licensing, age, geographic, and policy conditions are met.
- Harass, threaten, discriminate against, impersonate, mislead, defraud, exploit, or cause harm to a person or organisation.
The Customer must not cause WhatsApp recipient or message data to be sent to advertising tools, used to build unrelated advertising audiences, sold as a lead, or combined with tenant inventory data for unrelated profiling unless PitLane has expressly enabled a compliant use and all required notices, permissions, and lawful grounds have been established.
6.6 Meta, WhatsApp, and communications providers
WhatsApp messaging is supplied through the WhatsApp Business Platform provided by Meta and may involve an authorised WhatsApp Business Solution Provider or other communications provider. By enabling WhatsApp, the Customer authorises PitLane to transmit recipient numbers, the applicable business identity, approved template information, message content and attachments, message identifiers, timestamps, and delivery or interaction events to Meta and relevant providers as reasonably necessary to deliver, secure, monitor, and support messages.
The Customer must comply with the current WhatsApp Business Messaging Policy, WhatsApp Messaging Guidelines, WhatsApp Business terms, Meta's applicable Cloud API and commercial terms, technical documentation, and all other policies incorporated into them. These third-party rules may change independently and are available through Meta's and WhatsApp's official websites, including https://business.whatsapp.com/policy and https://www.facebook.com/legal/WhatsApp-Business-Platform-Cloud-API.
The Customer must provide accurate business and support information and must not impersonate another business, misrepresent an affiliation, or request that PitLane send under a name or identity the Customer is not authorised to use.
Meta or another provider may review, approve, reject, pause, reclassify, restrict, throttle, or discontinue templates, messages, phone numbers, accounts, or functionality; impose messaging or quality limits; and change categories, prices, or technical requirements. PitLane does not control these decisions. The Customer is responsible for WhatsApp and provider usage charges disclosed by PitLane, including charges incurred for requested messages that are processed or attempted according to the applicable charging rules.
6.7 Delivery and enforcement
Delivery is not guaranteed and may be affected by connectivity, incorrect details, spam filters, telecom operators, recipient settings, third-party providers, WhatsApp policies, or other matters outside our control. The Customer accepts responsibility for disclosures caused by recipient configuration or permissions under its control.
PitLane may refuse, delay, filter, suspend, or cancel a requested message or the Customer's WhatsApp functionality where we reasonably believe the instruction lacks valid opt-in, violates law or platform policy, risks harm to recipients or PitLane, threatens the standing of a WhatsApp Business Account or phone number, or has generated blocks, complaints, or adverse quality signals. PitLane may require remediation, renewed permission, updated templates, or evidence of compliance before restoring access.
6.8 Promotional messages and PitLane feature updates
The Customer may use supported communication features to send its own offers, promotions, service campaigns, feature or service announcements, and other commercial communications only where each recipient has provided the permission required for the relevant channel and message category. WhatsApp promotions must use an approved marketing template where required. Commercial SMS must use any sender registration, header, consent, preference, and content-template process required by applicable Indian telecom rules. Marketing emails must include an effective unsubscribe method where required.
Separately, PitLane may invite account owners, administrators, authorised users, and other business contacts to choose whether to receive PitLane product announcements, feature updates, educational content, marketplace recommendations, offers, discounts, surveys, event invitations, and other marketing communications by email, WhatsApp, SMS, in-app notification, or another available channel.
Where an individual makes the applicable choice, the Customer authorises PitLane to use the individual's provided mobile number or email address for the selected communications. Consent to one channel does not automatically constitute consent to another. Promotional WhatsApp messages will be sent using the applicable approved marketing templates, and promotional SMS will be subject to applicable sender, header, template, preference, and consent requirements.
Recipients may withdraw marketing consent through the unsubscribe or opt-out method provided for the channel, account communication settings, or by contacting [email protected]. Marketing preferences do not prevent PitLane from sending non-promotional account, security, billing, service-delivery, legal, maintenance, or material feature-change notices through a lawful and available channel. PitLane will treat a message that primarily promotes a new product, paid upgrade, marketplace item, discount, or commercial opportunity as marketing rather than an essential service notice.
The Customer must not enrol customers, employees, or other individuals into PitLane's own marketing merely because their details are stored in Customer Data. PitLane will not use tenant-uploaded customer phone numbers or email addresses for PitLane's independent promotions unless the individual has separately opted in to PitLane communications and any required Customer authorisation or lawful basis has been established.
7. Inventory analysis and marketplace recommendations
The Customer authorises PitLane to process inventory, purchasing, consumption, and replenishment information to provide core inventory functions, alerts, product and quantity recommendations, personalised marketplace suggestions, quicker reordering, demand forecasting, marketplace planning, and aggregated or de-identified insights.
Recommendations may be based on historical products purchased, consumed, or replenished. They may be automated and influenced by availability, commercial arrangements, sponsorship, commission, or other marketplace considerations. PitLane may earn fees or commission from marketplace transactions. Sponsored recommendations will be identified where appropriate.
Recommendations do not guarantee suitability, price, availability, quality, delivery, or seller reliability. The Customer must independently review each product and seller before ordering.
PitLane will not disclose identifiable inventory records, negotiated supplier prices, customer records, financial information, or detailed purchasing history to marketplace sellers for their independent sales or marketing unless the Customer authorises it.
When the Customer requests seller information or places an order, it authorises PitLane to provide information reasonably necessary for the enquiry, payment, fulfilment, delivery, return, refund, or support request. PitLane may use aggregated or de-identified demand information for marketplace planning, supplier discussions, analytics, product development, and commercial decisions where it does not reasonably identify the Customer.
8. AI-assisted features
PitLane may use artificial intelligence, optical character recognition, image processing, or other automated technology to suggest vehicle and related details. Results, including registration number, brand, model, variant, colour, damage, or condition, may be inaccurate, incomplete, or outdated.
Users must independently review results before using them for service, billing, compliance, insurance, legal, or business decisions. PitLane is not responsible for losses caused by reliance on unverified automated results.
9. Financial records
Finance, sales, expense, tax, and reporting features are operational tools and do not constitute accounting, tax, legal, auditing, or certified financial-statement services. The Customer must verify invoices, GST information, tax calculations, records, and reports with qualified professionals where appropriate.
10. Subscription plans
Paid features require a valid subscription or other payment arrangement. Plan details, prices, limits, billing frequency, taxes, trial periods, and usage charges will be displayed during purchase or stated in an order form.
Unless expressly stated otherwise, fees are charged in advance; applicable taxes, including GST, are additional; usage over plan allowances may be charged separately; unused allowances do not carry forward; prices may vary by plan or agreement; and promotional pricing applies only during the stated period.
11. Trials and promotions
PitLane may offer trials or promotional access. Unless stated otherwise, trials are limited to one per Customer; features or usage may be restricted; trial data may be deleted after expiry; a payment method may be required; and continued use may require a paid subscription. We may modify or withdraw an offer subject to commitments already made.
12. Renewals and cancellation
Where recurring billing is enabled, subscriptions renew at the end of each billing cycle unless cancelled before the renewal date. Cancellation may be made through the account billing section or by contacting [email protected].
Unless otherwise stated, cancellation stops future renewals; paid access continues until the current period ends; cancellation does not automatically create a refund for that period; and incurred usage-based or third-party communication charges remain payable. Deleting the application, stopping use, or removing a payment method does not itself cancel a subscription.
13. Payments
Payments may be processed by third-party gateways and may also be governed by their terms. You authorise PitLane and its provider to charge disclosed subscription fees, usage charges, taxes, and other amounts.
You must promptly report billing errors or unauthorised charges. If payment fails or is overdue, we may retry where permitted, request another method, restrict paid functionality, suspend the account, or terminate the subscription after reasonable notice. Amounts incurred before suspension or termination remain payable.
14. Refund Policy
14.1 First subscription purchase
A first-time Customer may request a refund within seven calendar days after the initial paid subscription begins. The request must be sent to [email protected] within that period, identify the account and transaction, and not involve substantial consumption of included services, abuse, repeated account creation, or a violation of these Terms.
14.2 Non-refundable amounts
Unless applicable law requires otherwise, renewal payments; partial or unused periods after the seven-day window; usage-based charges; incurred SMS, WhatsApp, email, AI-processing, storage, or other third-party consumption charges; setup, onboarding, migration, customisation, or professional-service fees; non-recoverable taxes; accounts suspended or terminated for violations; and purchases expressly marked non-refundable are non-refundable.
14.3 Duplicate or incorrect charges
Confirmed duplicate charges and billing errors caused by PitLane will be corrected or refunded. A failed transaction where the Customer was debited but PitLane did not receive payment may be automatically reversed by the bank or provider. We will provide reasonable assistance using available transaction information.
14.4 Refund method and timing
Approved refunds will normally be returned to the original payment method. Bank and provider processing may take approximately 5–10 business days after approval. Nothing in this section limits non-waivable legal rights.
15. Acceptable use
You must not:
- Use the Services for illegal, fraudulent, deceptive, or harmful purposes.
- Upload content you have no right to use or send spam or unsolicited bulk communications.
- Use WhatsApp or another communications channel in breach of Section 6 or the applicable provider's terms, policies, technical requirements, or messaging restrictions.
- Harass, threaten, discriminate against, impersonate, or defraud another person.
- Upload malicious code, bypass security, or access another Customer's account.
- Probe vulnerabilities without written permission or use unauthorised scraping or extraction.
- Reverse engineer the Services except where the restriction is prohibited by law.
- Resell or sublicense the Services without written permission.
- Interfere with availability or performance.
- Use unauthorised access to develop a competing product.
- Use AI features in violation of privacy, intellectual-property, or other rights.
We may investigate suspected misuse and restrict or suspend access where reasonably necessary.
16. Website analytics and advertising
PitLane may use Google, Meta, and other providers to measure website activity, evaluate advertising performance, create advertising audiences, and show advertisements to previous visitors. Where required, these technologies operate according to cookie-consent choices.
Third-party providers may process website, device, cookie, and advertising-event information under their own terms and policies. PitLane will take reasonable steps to avoid transmitting confidential Customer Data through advertising technology. The Customer must not configure or use the Services in a way that unlawfully sends personal or confidential information to an advertising platform.
17. Third-party services
PitLane may integrate with payment gateways, cloud providers, email, WhatsApp, SMS, analytics, advertising, and AI providers. Their services are governed by their own terms and policies, and their availability, performance, pricing, functionality, outages, suspensions, or policy changes are outside PitLane's control. For WhatsApp, those terms and policies include the materials incorporated under Section 6.6.
18. Intellectual property
PitLane and its licensors own all rights in the Services, including software, interfaces, designs, databases, documentation, trademarks, and underlying technology, excluding Customer Data.
Subject to payment and compliance, we grant the Customer a limited, non-exclusive, non-transferable, revocable right to use the Services for internal business operations during the subscription. No ownership rights transfer. Feedback may be used to improve the Services without restriction or payment, provided we do not publicly identify the contributor without permission.
19. Confidentiality
Each party may receive the other's non-public information. The receiving party must use it only for purposes connected with the Services, protect it with reasonable care, and disclose it only to people who need it and have suitable confidentiality obligations.
These duties do not apply to information publicly available without breach, independently developed, lawfully received from another source, or required to be disclosed by law.
20. Availability, maintenance, and support
We aim to keep the Services reasonably available but do not guarantee uninterrupted or error-free operation. Access may be affected by maintenance, internet or telecom failures, third-party outages, security incidents, force majeure, or circumstances beyond our reasonable control. Support channels and service levels may vary by plan.
21. Backups, export, and deletion
PitLane may maintain ordinary backups, but the Customer remains responsible for copies of information it cannot afford to lose. Export options may depend on plan and technical feasibility. Before cancellation or termination, the Customer should export required information. After the applicable retention period, Customer Data may be permanently deleted and unrecoverable.
22. Suspension and termination
We may suspend or terminate access if fees are overdue; these Terms are breached; continued use creates security or legal risk; use is unlawful; action is required by an authority or third-party platform; messaging opt-in cannot be demonstrated; recipients submit excessive blocks or complaints; a template, phone number, WhatsApp Business Account, or provider relationship is restricted; or maintaining the account could harm PitLane or another person. Where appropriate, we will provide notice and a reasonable opportunity to remedy, but immediate action may be taken where required by Meta, WhatsApp, law, security, or recipient protection.
The Customer may terminate by cancelling its subscription and stopping use. Provisions concerning payment, confidentiality, intellectual property, disclaimers, indemnity, and liability limitations survive as reasonably necessary.
23. Disclaimer of warranties
To the maximum extent permitted by law, the Services are provided "as is" and "as available." PitLane does not warrant uninterrupted, secure, or error-free operation; immediate correction of defects; accuracy of automated information; delivery of every message; or any particular business result. Nothing excludes rights that cannot lawfully be excluded.
24. Limitation of liability
To the maximum extent permitted by law, PitLane will not be liable for indirect, incidental, special, punitive, or consequential losses, including lost profits, revenue, opportunity, goodwill, or data.
PitLane will not be liable for losses arising from user-entered errors; reliance on unverified automated results; reports sent to Customer-selected recipients; account insecurity under Customer control; third-party services; internet or telecom failures; or events outside our reasonable control.
PitLane's total aggregate liability relating to the Services will not exceed subscription fees paid by the Customer during the six months immediately preceding the event giving rise to the claim. This does not apply where liability cannot legally be limited.
25. Indemnity
The Customer agrees to defend, indemnify, and hold harmless PitLane, its affiliates, officers, employees, and service providers from third-party claims, losses, penalties, messaging charges, platform assessments, and reasonable costs arising from Customer Data; unlawful use; communications to Customer-selected recipients; invalid or undocumented opt-in; failure to honour an opt-out; prohibited or misleading message content; breach of Meta, WhatsApp, or provider policies attributable to the Customer; infringement of rights; or breach of these Terms.
26. Changes to the Services or Terms
We may update these Terms for changes in Services, pricing, law, security, or operations. Material changes will be communicated through the Services, by email, or by another reasonable method. Unless immediate legal or security changes are required, material changes take effect on the stated date. Continued use after that date constitutes acceptance.
27. Force majeure
Neither party is responsible for delay or failure caused by circumstances beyond reasonable control, including natural disasters, war, civil disturbance, government action, epidemic, power or telecommunications failure, cloud outage, cyberattack, or labour disruption. This does not excuse payment for Services already provided.
28. Governing law and jurisdiction
These Terms are governed by the laws of India. Subject to the dispute-resolution section, courts located in Ernakulam, Kerala have exclusive jurisdiction over disputes arising from the Terms or Services.
29. Dispute resolution
The parties should first attempt in good faith to resolve a dispute through written notice describing the issue. If unresolved within 30 days, it may be referred to arbitration under the Arbitration and Conciliation Act, 1996.
Arbitration will be conducted by a sole arbitrator mutually appointed by the parties, with seat and venue in Ernakulam, Kerala, in English, resulting in a written and binding award. Either party may seek urgent interim or injunctive relief from a court of appropriate jurisdiction.
30. General provisions
If a provision is invalid or unenforceable, the rest remain effective. Failure to enforce is not a waiver. The Customer may not assign these Terms without written consent. PitLane may assign them in connection with a merger, restructuring, financing, or business transfer.
These Terms, the Privacy Policy, applicable order form, and expressly incorporated policies constitute the entire agreement concerning the Services.
31. Contact and grievance details
General, legal, and service questions
PitLane App
Address: GROUND FLOOR, CC.45/1947 A1, BHARKA APARTMENT,
Labour Colony Road, Thammanam, Kochi, Ernakulam, Kerala,
682032
Email: [email protected]
Phone: +91 871 451 6660
Billing, cancellation, and refunds
Billing email: [email protected]
Privacy concerns and grievances
Grievance contact: Privacy officer
Email: [email protected]