Dispute Resolution Policy

Last updated: 5 August 2026

This policy explains how disputes are handled on and around the Sprint Network platform. It supplements our Terms of Service. If anything here conflicts with the Terms, the Terms prevail. In short: Sprint Network is a software provider. We are not a party to your freight contracts, we do not judge disputes between users, and we do not provide legal advice. What we do provide is the best possible record of what happened.

  1. Sprint Network's Role — and Its Limits

    1. Technology provider only. Sprint Network provides software tools for Consignors, Transporters, Owner-Operators, and Drivers to record, manage, and track their own logistics operations. We charge subscription fees for the software. We take no commission on freight, we do not hold or transfer freight payments, and we are not a carrier, broker, commission agent, or marketplace.
    2. Contracts are between users. Every contract for the carriage of goods — the Lorry Receipt, rate agreements, SLAs, purchase orders, and any other commercial terms — is formed directly and exclusively between the Consignor and the Transporter (and, where applicable, a sub-contracted carrier). Sprint Network is not a party to any of these contracts and has no obligations under them.
    3. Not an arbitrator or adjudicator. Sprint Network does not investigate, mediate, arbitrate, or decide disputes between users. We do not determine fault, award compensation, withhold payments, or enforce outcomes. No feature of the platform should be read as Sprint Network taking a side or guaranteeing a result.

  2. What Acceptance on the Platform Means

    1. When you accept a job, award a bid, accept a quotation, or agree to terms presented by another user on the platform, you are forming (or evidencing) a contract with that user — not with Sprint Network.
    2. The platform timestamps and records these acceptances so both parties have a reliable, shared record of what was agreed and when.
    3. The other party's published terms, SLAs, and policies are their own. Sprint Network does not review, verify, or endorse them.
    4. Acceptance on the platform is not legal clearance. Recording an agreement on Sprint Network does not by itself guarantee that the agreement is valid, enforceable, or compliant with the laws that apply to your business. For significant or recurring engagements, we recommend that parties maintain their own written legal contracts outside the platform and obtain their own legal advice. The platform record is designed to support such contracts, not replace them.

  3. Disputes Between Users: We Provide Evidence, Not Judgments

    If a dispute arises between users — for example over cargo loss, theft, damage, delay, detention/halting charges, or unpaid freight — the dispute must be resolved directly between the users concerned, using the dispute-resolution mechanism in their own contract, or the courts, arbitration, insurers, or authorities as applicable.

    1. Evidence package. On request, Sprint Network can provide the parties to a job with an export of the platform records relating to that job, which may include: the job audit trail, acceptance and click-wrap timestamps, the Lorry Receipt and related documents, GPS trace data where tracking was active, proof-of-delivery records, and platform chat logs between the parties.
    2. Records as-is. Records are provided as they exist in our systems. Sprint Network does not certify their accuracy or completeness, and much of the underlying data (documents, declared values, statuses) is entered by users themselves. The weight given to these records is a matter for the parties, their insurers, arbitrators, or the courts.
    3. Formats for real-world use. Evidence exports are formatted so they can accompany an FIR, an insurance claim, or arbitration/court proceedings.
    4. Incident reporting. The platform provides an incident-reporting flow so that events (such as suspected theft) are captured close to the time they occur.
    5. No outcome commitments. Because Sprint Network does not adjudicate, we do not offer or market any service levels for the outcome of user-to-user disputes.

  4. Complaints About the Platform (Grievance Redressal)

    Separately from user-to-user disputes, if your complaint is about the platform itself — the software, our conduct, content hosted on the platform, or a suspected violation of our Code of Conduct — use our grievance redressal mechanism under the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

    1. Write to the Grievance Officer at grievance@sprintnetwork.io or use the Contact Us page.
    2. Complaints are acknowledged within twenty-four (24) hours and resolved within fifteen (15) days of receipt.
    3. This channel is for complaints about Sprint Network and platform content. It is not a forum for deciding commercial disputes between users, and using it does not change Section 3 above.

  5. Disputes Between You and Sprint Network

    Disputes between you and Sprint Network itself (for example about your subscription or these policies) are governed by the "Dispute Resolution With the Company, Governing Law, and Jurisdiction" section of the Terms of Service: amicable resolution first, then arbitration under the Arbitration and Conciliation Act, 1996, with Indian law governing.

  6. Related Policies

    See also the Cancellation Policy, Refund & Billing Policy, Code of Conduct, and the full list at Sprint Policies.