Customer Terms & Conditions

1.1. The Contractual Relationship

These Terms and Conditions ("Terms" or "Agreement") constitute a legally binding electronic contract between you, the individual accessing or using the Platform ("You", "User", or "Rider"), and CITYRYDE TRANSPORATTION SERVICES PRIVATE LIMITED ("CITY-RYDE"), a private limited company incorporated under the Companies Act, 2013, having its registered office at #202, P-245, Sprints Silver Springs, PH-1, Mithila Nagar, Kukatpally, Hyderabad-500090, Telangana, INDIA (hereinafter referred to as the "Company", "We", "Us", or "Our").

1.2. The Platform and Services

The Company operates a digital technology platform accessible via a mobile application and website (collectively, the "Platform") that functions as an "Aggregator" as defined under the Motor Vehicle Aggregator Guidelines, 2025. The Platform serves as a marketplace to connect Customers seeking transportation with independent third-party transportation providers ("drivers") who offer ride-hailing services using compliant vehicles ("Services").

1.3. Acknowledgement of Intermediary Status

By accepting these Terms, You explicitly acknowledge that:

• •The Company is a technology service provider and an "Intermediary" under Section 2(1)(w) of the Information Technology Act, 2000.
• •The Company does not own, operate, or lease the vehicles used in the Services.
• •The sarathis are independent contractors and not employees, agents, or representatives of the Company.
• •The contract for the actual transportation service is solely between You (the Customer) and the sarathi. The Company acts as a facilitator and collection agent.

3.1. Eligibility Criteria

The Services are available only to persons who can form legally binding contracts under the Indian Contract Act, 1872.

• •You must be at least 18 years of age.
• •If You are a Minor (under 18), You may use the Services only if accompanied by an adult Guardian. You are strictly prohibited from registering an Account or booking a ride for an unaccompanied Minor.

3.2. Account Creation and Verification

To access the Services, You must register by providing current, complete, and accurate information, including:

• •Full Name.
• •Valid Mobile Number (subject to OTP verification).
• •Email Address.
• •Digital Payment method (optional at registration but required for cashless rides).

In compliance with the Motor Vehicle Aggregator Guidelines 2025, the Company reserves the right to conduct a "Know Your Customer" (KYC) verification process to verify Your identity using government-issued IDs (e.g., Aadhaar, PAN) to ensure the safety of our sarathis.

3.3. Account Security

You are solely responsible for maintaining the confidentiality of Your Account credentials. You agree that:

• •You will not share Your login details or OTPs with anyone (except the start-trip OTP with the sarathi upon boarding).
• •You will immediately notify the Company of any unauthorized use of Your Account.
• •The Company shall not be liable for any loss or damage arising from Your failure to comply with this security obligation.

4.1. Requesting a Ride

The Platform utilizes Global Positioning System (GPS) technology to identify Your location. Upon entering Your destination:

• •The Platform will display available vehicle categories (e.g., Bike, Auto, Hatchback, Sedan, SUV).
• •The Platform will provide an Upfront Fare Estimate. This estimate is non-binding and subject to change based on actual ride duration, route changes, or waiting time.

4.2. Matching and Acceptance

The Company uses a proprietary algorithm to match Your request with nearby sarathis.

• •The sarathi has the sole discretion to accept or reject Your request.
• •The Company does not guarantee the availability of a sarathi at any specific time or location.

4.3. Start of Ride (OTP Validation)

To ensure the correct Customer boards the correct vehicle:

• •The Platform will generate a unique 4-digit One-Time Password (OTP).
• •You must provide this OTP to the sarathi only after identifying the vehicle and sarathi, and physically boarding the vehicle.
• •Sharing the OTP constitutes Your confirmation that the ride has commenced.

4.4. Route Selection

The sarathi will follow the navigation route suggested by the Platform's mapping system. However, the sarathi may take an alternative route if requested by You or necessitated by traffic/road conditions. Significant deviations may result in a fare adjustment.

4.5. Bike Ryde Specifics

If You book a two-wheeler ("Bike Ryde") service:

• •You acknowledge the higher risk associated with two-wheeler travel.
• •Pillion Helmet: You agree to wear the helmet provided by the sarathi or Your own helmet. Refusal to wear a helmet is a violation of the Motor Vehicles Act and gives the sarathi the right to cancel the ride with a penalty charged to You.
• •Pillion Limit: Only one Customer is permitted on a Bike Ryde.

5.1. Fare Structure

The Total Payable Amount consists of:

• •Base Fare: Fixed charge for the initial distance/time.
• •Distance: Total ride distance.
• •Price/Km: Per kilometer rate accounting the total kilometers of the ride.
• •Waiting Charge: Applied if the sarathi waits for You at the pickup location beyond the grace period (typically 2 minutes) or during intermediate stops.
• •GST: 5% of GST applicable on the total fare.

5.2. Surge / Dynamic Pricing

CityRyde does not apply any surge, based on Zero Surge Policy.

5.3. Payment Terms

• •Cashless: You may pay via Credit/Debit Cards, UPI, Net Banking, or the In-App Wallet. The Company processes these payments as a "Payment Aggregator" on behalf of the sarathi.
• •Cash: You may pay the sarathi in cash at the end of the trip.
• •Taxes: All fares are inclusive of GST as applicable under the Central Goods and Services Tax Act.
• •Tolls and Parking: Charges for toll roads, state entry taxes, and airport parking fees are excluded from the estimated fare and must be paid by You directly or added to the final bill by the sarathi.

5.4. Non-Payment Consequences

If a payment method fails or You refuse to pay cash:

• •The pending amount will be recorded as an "Outstanding Balance" on Your Account.
• •You will be blocked from booking future rides until the balance is cleared.
• •The Company reserves the right to pursue legal recovery under the Code of Civil Procedure, 1908.

6.1. Customer Cancellation Policy

You may cancel a booking at any time. However, a Cancellation Fee will apply if:

• •You cancel 3 minutes (or such other time as displayed) after the sarathi accepts the booking.
• •The sarathi has already arrived at the pickup location.

Fee Cap: The Cancellation Fee shall not exceed the limits prescribed by the Aggregator Guidelines (typically 10% of the estimated fare or INR 100, whichever is lower).

6.2. sarathi Cancellation

If a sarathi cancels the ride after acceptance without valid cause:

• •You will not be charged.
• •As per Our "Service Quality Standards," We may credit Your Account with a compensatory coupon or loyalty points for the inconvenience.

6.3. Refunds

• •Erroneous Charges: If You believe You were charged incorrectly (e.g., route deviation, ride not ended), You must raise a ticket via the "Support — https://city-ryde.com/support" section within 2 hours.
• •Processing Time: Approved refunds will be processed to the original payment method within 5-7 business days.

7.1. Code of Conduct

You agree to adhere to the following community standards:

• •Respect: Treat the sarathi and their vehicle with respect. Do not slam doors or damage interiors.
• •Zero Tolerance on Abuse: Verbal or physical abuse, threats, or discriminatory remarks based on religion, caste, gender, sexual orientation, or disability will result in immediate and permanent Account termination.
• •Illegal Activities: You shall not use the Service to transport illegal drugs, weapons, hazardous materials, or contraband.

7.2. Prohibited Behaviors

• •Asking the sarathi to break traffic rules (speeding, jumping signals).
• •Consuming alcohol, smoking, or using narcotics inside the vehicle.
• •Eating or drinking in the vehicle without the sarathi's consent.
• •Exceeding the seating capacity of the vehicle.

7.3. Safety Features

In compliance with the Motor Vehicle Aggregator Guidelines 2025, the App includes:

• •Emergency Button: A physically or digitally accessible panic button linked to the Police Control Room (112) and the Company's 24/7 Safety Response Team.
• •Ride Sharing: The ability to share Your real-time ride status and location with "Trusted Contacts".
• •Anonymity: Your phone number is masked when calling the sarathi to ensure privacy.

8.1. Compliance with IT Act

The Company is committed to protecting Your privacy in accordance with the Information Technology Act, 2000 and the IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.

8.2. Data Collection

We collect:

• •Personal Info: Name, email, phone number.
• •Location Data: Precise GPS location (only when the App is in use).
• •Transaction Data: Trip details, payment history.

8.3. Data Retention and Sharing

• •Retention: Trip data is retained for a minimum period of 3 to 24 months as mandated by the Motor Vehicle Aggregator Guidelines for audit and dispute resolution purposes.
• •Government Access: We may share Your data with Law Enforcement Agencies (LEAs) without Your consent if required by a lawful order under Section 91 of the CrPC or Section 69 of the IT Act.
• •Data Localization: All user data is processed and stored exclusively on servers located within the territory of India.

9.1. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

• •THE SERVICES ARE PROVIDED "AS IS". THE COMPANY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, REGARDING RELIABILITY, TIMELINESS, QUALITY, OR AVAILABILITY.
• •THE COMPANY SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS OR DATA.
• •CAP ON LIABILITY: THE COMPANY'S TOTAL LIABILITY TO YOU IN CONNECTION WITH THE SERVICES FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION SHALL NOT EXCEED THE TOTAL RIDE FARE PAID BY YOU FOR THE SPECIFIC RIDE GIVING RISE TO THE CLAIM.

9.2. Insurance Coverage

Notwithstanding the above, the Company facilitates Group Accident Insurance for Customers during the trip as mandated by the 2025 Guidelines.

• •Coverage includes hospitalization and death benefits for accidents occurring during the ride.
• •The Company acts solely as a facilitator; the claim settlement is subject to the terms of the Insurance Provider.

9.3. Indemnification

You agree to indemnify and hold harmless the Company, its affiliates, directors, officers, and employees from any claims, demands, losses, liabilities, and expenses (including legal fees) arising out of:

• •Your use of the Services.
• •Your breach or violation of these Terms.
• •Your violation of the rights of any third party, including the sarathi.

10.1. Ownership

The Platform, including its software, source code, design, logos, trademarks, and content, is the sole property of the Company and is protected by Indian Copyright and Trademark laws.

10.2. License

Subject to your compliance with these Terms, the Company grants You a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to:

• •Access and use the App on Your personal device solely for the purpose of using the Services.
• •Access and use any content/information made available through the Services.

10.3. Restrictions

You may not:

• •Remove any copyright or trademark notices.
• •Reverse engineer, decompile, or disassemble the Platform.
• •Launch any "spiders" or "bots" to scrape data from the Platform.

11.1. Grievance Officer

In accordance with the IT (Intermediary Guidelines) Rules, 2021, if You have any grievance regarding the Platform or usage of data, You may contact:

Email: grievance@city-ryde.com

The Grievance Officer shall acknowledge the complaint within 24 hours and resolve it within 15-30 days.

11.2. Governing Law and Arbitration

• •These Terms are governed by the laws of India.
• •Any dispute arising out of or in connection with these Terms, including any question regarding its existence, validity, or termination, shall be referred to and finally resolved by Arbitration in accordance with the Arbitration and Conciliation Act, 1996.
• •Seat: The seat and venue of arbitration shall be Hyderabad, Telangana.
• •Language: English.
• •Courts: Subject to arbitration, the courts in Hyderabad shall have exclusive jurisdiction.

12.1. Force Majeure

The Company shall not be liable for any failure to perform its obligations where such failure results from any cause beyond the Company's reasonable control, including but not limited to mechanical, electronic, or communications failure, acts of God, riots, strikes, or government shutdowns (e.g., internet suspensions).

12.2. Severability

If any provision of these Terms is held to be illegal, invalid, or unenforceable, in whole or in part, under any law, such provision or part thereof shall to that extent be deemed not to form part of these Terms but the legality, validity, and enforceability of the other provisions in these Terms shall not be affected.

12.3. Modifications

The Company reserves the right to modify these Terms at any time. Significant changes will be communicated via email or an In-App notification. Your continued use of the Platform after the effective date of the revised Terms constitutes Your acceptance of the terms.

12.4. Entire Agreement

These Terms, together with the Privacy Policy and Community Guidelines, constitute the entire agreement and understanding of the parties with respect to its subject matter and replace and supersede all prior or contemporaneous agreements or undertakings regarding such subject matter.