CityRyde Rider Terms for Bike, Auto and Car Taxi Rides

1. Acceptance, electronic record and priority

These Rider Terms form an electronic record under the Information Technology Act, 2000. A Rider accepts these Rider Terms by creating a CityRyde account, selecting acceptance in the CityRyde app or website, requesting a Ride, or continuing to use the CityRyde platform after receiving notice of an update.

A Rider who does not agree must not request or take a Ride. These Rider Terms operate with the CityRyde Privacy Policy, fare and cancellation information shown before booking, safety instructions, and any city- or service-specific terms displayed in the CityRyde platform. A specific written term shown for a Ride prevails over a general term only for that Ride. Applicable law prevails over every inconsistent provision.

2. Defined terms

3. Rider eligibility, account security and accurate information

A Rider must be at least 18 years old and legally capable of entering a contract. A Rider must provide accurate, current and complete account, identity, contact, pickup, destination and payment information. CityRyde may reasonably verify information and may restrict access if verification fails or creates a safety, fraud or legal concern.

• A Rider must keep login credentials, one-time passwords and linked payment instruments secure.
• A Rider must not sell, rent, transfer, impersonate, duplicate or permit unauthorised access to a CityRyde account.
• Activity completed through a Rider account is treated as authorised by that Rider unless CityRyde receives timely notice of compromise and can reasonably intervene.
• A Rider must promptly report suspected account misuse and cooperate with proportionate identity or payment checks.

CityRyde is not responsible for loss caused by a Rider's failure to protect credentials, use of an insecure device, disclosure of a one-time password, or delay in reporting unauthorised access, except to the extent the loss results from CityRyde's own breach of a non-excludable legal duty.

4. CityRyde is a digital facilitation platform

CityRyde provides technology that enables a Rider to discover, request, communicate with and pay for a Ride offered by an available Sarathi. Unless applicable law or a Ride-specific disclosure expressly provides otherwise, the transportation is provided by the Sarathi to the Rider. A Sarathi is not an employee, agent or representative authorised to bind CityRyde merely because the Sarathi uses the CityRyde platform.

CityRyde may conduct onboarding, verification, platform monitoring, safety support, complaint handling, payment facilitation and compliance activities. Those activities do not give CityRyde continuous physical custody of a Rider or minute-to-minute control over every Sarathi decision, road event or third-party action. CityRyde is not a common carrier merely by operating the platform, subject always to any classification or non-delegable obligation imposed by applicable law.

5. Ride request, acceptance and transportation arrangement

A Ride request is an invitation sent through CityRyde to eligible nearby Sarathis. A Ride is not guaranteed merely because the request is submitted or an estimated pickup is displayed. A transportation arrangement arises when a Sarathi accepts the request and the CityRyde platform confirms the match, subject to cancellation, identity verification, service-area restrictions and applicable law.

The Rider must check the Sarathi name, photograph, Vehicle category and registration number displayed by CityRyde before boarding. A Rider must not board a different Vehicle or proceed with a different Sarathi. A Rider who notices a mismatch must move to a safe place, decline the Ride and report the mismatch through CityRyde.

A Sarathi may accept or reject a request and may decline to begin or continue a Ride for a lawful safety, capacity, conduct, route, payment or regulatory reason. CityRyde may re-match or cancel a request where reasonably necessary but does not guarantee an alternative Sarathi or arrival time.

6. Rules for bike, auto and car taxi Rides

Every Rider must follow the lawful capacity, protective-equipment and boarding requirements applicable to the selected Vehicle.

Refusal to follow a lawful helmet, seat-belt, capacity or safety instruction permits the Sarathi or CityRyde to decline or end the Ride without responsibility for resulting delay or replacement travel, subject to applicable refund rules.

7. Availability, maps, routes and time estimates

Pickup time, arrival time, route, distance and availability are estimates generated from mapping, network, traffic and location data. They may change because of road closures, traffic, weather, law-enforcement directions, inaccurate GPS, network failure, a Rider's location, or events outside CityRyde's reasonable control.

A Rider may suggest a lawful route, but the Sarathi may choose a reasonably safe and lawful route. CityRyde does not guarantee the shortest route, a particular road, uninterrupted connectivity, or arrival by a time required for a flight, train, examination, appointment or other commitment. The Rider must allow adequate contingency time.

8. Fare disclosure, payment and lawful adjustments

CityRyde will display an estimated or fixed fare, applicable components and available payment method before a Rider confirms a Ride, subject to information then available and applicable State fare regulation. CityRyde's stated zero demand-surge approach means CityRyde does not add a new demand-based multiplier merely because demand rises after booking. The final amount may nevertheless change for reasons disclosed before or during the Ride, including a Rider-requested destination or route change, additional distance or waiting, tolls, parking, taxes, government charges, airport or station fees, or a correction to a manifest technical error.

• The Rider must pay the fare and authorised charges shown in the final Ride record.
• Where CityRyde collects payment, CityRyde may act as a limited payment facilitator for the Sarathi. A cash payment made directly to a Sarathi must be checked by the Rider at the time of payment.
• UPI, card, wallet and banking services are provided by third parties and may involve verification, authorisation, reversal or settlement delay.
• A failed electronic payment does not extinguish the Rider's obligation to pay a valid fare.
• A Rider must not initiate a dishonest chargeback, falsely claim non-completion, manipulate location data, or misuse a promotion.

CityRyde may correct an obvious pricing or payment error, but will not impose an undisclosed charge prohibited by law. A receipt or Ride record will be made available electronically where required.

9. Cancellation, no-show and refunds

A Rider may cancel through the CityRyde platform. A reasonable cancellation fee may apply only where displayed and permitted by applicable law, including applicable caps and stated valid-reason exceptions. No fee should apply where cancellation results from a verified Sarathi or Vehicle mismatch, a material safety concern, an excessive pickup delay beyond the disclosed tolerance, or another valid reason published by CityRyde.

CityRyde may cancel a Ride for safety, fraud, legal, payment, capacity, service interruption or availability reasons. Refund eligibility depends on the payment status, reason for cancellation, service actually supplied and applicable law. Approved electronic refunds are sent to the original method where practicable; banking timelines are outside CityRyde's direct control.

A Rider must raise a fare, duplicate-payment or cancellation dispute promptly with the Ride identifier and supporting details. Nothing in this clause removes a statutory refund, reversal or consumer remedy.

10. Mandatory Rider conduct

A Rider must behave lawfully, safely and respectfully before, during and after a Ride. A Rider must not:

• threaten, assault, harass, stalk, discriminate against, intimidate, photograph or record a Sarathi for an unlawful purpose;
• use abusive, sexual, hateful, obscene or coercive language or conduct;
• carry an unlawful weapon, narcotic, explosive, corrosive, hazardous, stolen or prohibited item;
• smoke, vape, consume alcohol, use intoxicants, or enter a Vehicle while behaviour is unsafe due to intoxication;
• interfere with steering, brakes, controls, navigation, the Sarathi's phone or safe operation of the Vehicle;
• request speeding, unlawful parking, traffic violations, unsafe pickup or drop-off, or carriage beyond lawful capacity;
• soil, damage, alter or remove any part of the Vehicle;
• arrange an off-platform continuation intended to avoid the recorded fare, safety features or CityRyde process;
• make a false emergency report, false complaint, fabricated allegation or fraudulent insurance claim;
• upload unlawful, infringing, deceptive, malicious or privacy-invasive content to CityRyde.

The Rider is solely responsible for injury, loss, cleaning expense, repair expense, penalty or third-party claim caused by the Rider's unlawful or wrongful conduct, or by a person, child, animal or item under the Rider's control, except to the extent another person is legally responsible.

11. Sarathi conduct and Rider reporting duties

A Sarathi is expected to follow applicable traffic, licensing, permit, insurance, non-discrimination, sobriety, safety and platform requirements. A Rider should promptly report a material identity mismatch, unsafe driving, harassment, discrimination, unauthorised fare demand, suspected intoxication or other serious concern.

CityRyde may review trip data, contact the Rider and Sarathi, temporarily restrict access, cooperate with authorities, and take proportionate platform action. CityRyde does not adjudicate criminal guilt, civil liability or insurance entitlement, and platform action is not an admission that CityRyde controlled or caused the underlying event.

A Rider must provide truthful information and allow a fair inquiry. CityRyde may decline to share confidential security, investigation or personal data where disclosure would violate law, prejudice safety, reveal another person's protected information or compromise an active inquiry.

12. Opt-in gender-match preference

Where operationally available, CityRyde may allow a Rider to request a Sarathi with a corresponding gender preference. This is an optional matching preference, not a representation about a person's character, conduct or safety and not a guarantee that a matching Sarathi will be available.

The Rider must verify the displayed Sarathi and Vehicle before boarding. The preference may be unavailable, delayed or cancelled because of limited supply, a safety restriction, inaccurate account information, technical failure or applicable law. CityRyde's matching tools supplement, but do not replace, the Rider's ordinary safety judgment or emergency services.

13. Minors, senior Riders, Riders with disabilities and assisted travel

A minor may travel only where permitted by law and under the supervision of a responsible adult who accepts responsibility for the minor's conduct, restraint, boarding and alighting. A Rider must not request an unaccompanied-minor Ride unless CityRyde expressly launches and confirms a service designed for that purpose.

A senior Rider or Rider with a disability may state reasonable assistance needs through available CityRyde features. Availability of a particular accessible Vehicle, lifting assistance, mobility-device accommodation or medical support is not guaranteed unless expressly confirmed. A Sarathi is not a medical professional or personal-care attendant merely because a Ride is accepted.

The Rider or accompanying responsible adult must assess whether the selected Vehicle is suitable, secure mobility aids, carry required medication, and arrange qualified assistance where needed. CityRyde and Sarathis must not unlawfully discriminate, and nothing here limits accessibility rights under applicable law.

14. Safety tools, trip monitoring and emergency support

CityRyde may provide Ride sharing, emergency contact, in-app SOS, call support, identity display and trip-monitoring features. These features depend on a functioning device, permissions, GPS, mobile network, third-party systems and accurate Rider information. They may be delayed or unavailable.

CityRyde is not a police, ambulance, fire, medical or emergency-response authority. In an immediate threat, collision or medical emergency, the Rider must contact the appropriate public emergency service first, move to safety where reasonably possible, and then notify CityRyde. An SOS activation authorises CityRyde to use and share reasonably necessary Ride, location, account and contact information with emergency contacts, service providers or lawful authorities.

A Rider must not misuse an SOS feature. CityRyde's monitoring or support does not amount to physical custody, a guarantee of prevention, or an assumption of responsibility for a Rider's or Sarathi's independent conduct.

15. Collision, injury, crime and insurance claims

Following a collision, injury, suspected crime or serious property loss, the Rider should prioritise personal safety, contact emergency services where required, obtain the Vehicle registration and relevant details, preserve photographs and records, identify witnesses, and notify CityRyde without unreasonable delay.

CityRyde may preserve and share relevant platform records in accordance with law and may assist with contact or claim routing. CityRyde does not determine fault, promise compensation, provide medical advice or guarantee acceptance by an insurer. Insurance coverage, exclusions, deductibles, evidence requirements and settlement are governed by the applicable policy and law.

No provision in these Rider Terms negates or restricts liability for death or bodily injury where such restriction is void under section 92 of the Motor Vehicles Act, 1988, or under any other applicable law.

16. Vehicle damage, cleaning charges and personal belongings

A Rider must compensate the legally responsible person for reasonable, documented repair or cleaning costs caused by the Rider or anyone under the Rider's control, excluding ordinary wear and damage caused by another person. CityRyde may facilitate evidence collection and payment but does not become the owner of the underlying claim.

The Rider remains responsible for phones, wallets, luggage and other belongings. Neither CityRyde nor a Sarathi is a bailee merely because an item enters a Vehicle. A found-item process is a voluntary facilitation service; recovery, condition, storage and return are not guaranteed. A Rider must not use contact details supplied for lost-property recovery to harass or circumvent privacy safeguards.

17. Service communications and call records

CityRyde may send transactional calls, messages, email, push notifications and in-app notices concerning account verification, a Ride, payment, safety, support, fraud prevention, legal compliance or changes to these Rider Terms. Marketing communications will be managed in accordance with consent and applicable law.

Where lawful and notified, CityRyde may record or monitor support communications for safety, evidence, training, service quality and dispute handling. Delivery can fail because of network, spam filtering, changed contact details, device settings or third-party systems. The Rider must keep contact information current and review material in-app notices.

18. Rider personal data and location information

CityRyde processes Rider account, contact, device, payment-token, booking, location, safety, communication and support information as described in the CityRyde Privacy Policy and applicable law. Information may be shared with a matched Sarathi, payment provider, map provider, emergency contact, insurer, professional adviser, authority or service provider only for a lawful and proportionate purpose.

The Rider must provide personal data relating to another person only with lawful authority. Live-location sharing is controlled by the relevant feature and should cease in accordance with the feature design after the Ride. Rider requests for access, correction, erasure or grievance redressal are subject to identity verification, retention duties, fraud prevention, legal claims and the phased commencement of applicable data-protection provisions.

A Rider must not scrape, publish, sell or misuse a Sarathi's personal information. CityRyde may retain Ride and safety records for periods required by transport, tax, insurance, data-protection, law-enforcement and dispute requirements.

19. Maps, payments, networks and third-party services

CityRyde may integrate mapping, cloud, identity, communication, analytics, payment, insurance or other third-party services. Those services may have separate terms and privacy practices. CityRyde is not responsible for an independent third party's outage, inaccurate map, declined payment, data practice or wrongful act, except where CityRyde is independently liable under applicable law for its selection, instruction or use of that third party.

A link or integration is not an endorsement or guarantee. A Rider accesses an external service at the Rider's own informed discretion.

20. CityRyde platform and intellectual-property rights

CityRyde and its licensors retain rights in the CityRyde platform, brand, interfaces, software, databases, text, graphics and other protected material. CityRyde grants the Rider a limited, personal, revocable, non-exclusive and non-transferable permission to use the platform only to request and manage lawful Rides.

A Rider must not copy, sell, sublicense, reverse engineer, bypass security, introduce malware, scrape data, operate bots, overload systems, frame the platform, create a confusingly similar service, or use CityRyde material beyond a lawful personal purpose. Feedback voluntarily supplied to CityRyde may be used without identifying the Rider, subject to the Privacy Policy and applicable law.

21. Platform disclaimers

To the maximum extent permitted by law, the CityRyde platform is made available on an “as available” basis. CityRyde does not promise uninterrupted access, continuous Sarathi availability, a particular Vehicle, exact map data, a specific pickup or arrival time, uninterrupted safety-feature connectivity, or that every defect will be corrected immediately.

CityRyde does not guarantee a Sarathi's future conduct merely because onboarding or periodic checks were completed. Verification reduces risk but cannot establish that information will remain accurate or that misconduct will never occur. A rating, profile, fare estimate or recommendation is contextual information and not a warranty of a particular outcome.

Nothing in this clause excludes an express commitment displayed for a Ride or a warranty, statutory guarantee or duty that cannot lawfully be excluded.

22. Allocation and limitation of CityRyde liability

Each Rider and Sarathi remains responsible for that person's own acts, omissions, decisions, legal compliance and property. To the maximum extent permitted by law, CityRyde is not liable for loss caused by:

• a Rider's or Sarathi's assault, harassment, theft, fraud, negligence, inaction, traffic offence, intoxication, unlawful request, misrepresentation or other wrongful conduct;
• a road user, authority, bystander, weather event, road defect, civil disturbance, crime or other third party outside CityRyde's reasonable control;
• an off-platform payment, side agreement, route or Ride continuation not recorded and authorised through CityRyde;
• a Rider's failure to verify the Sarathi or Vehicle, wear required protective equipment, use an available restraint, follow a lawful safety direction, secure belongings or seek timely emergency help;
• delay, missed connection, lost opportunity, business interruption, loss of profit, reputational loss, loss of data, or indirect, incidental, special, exemplary, punitive or consequential loss.

CityRyde is liable only for direct loss proved to have been caused by CityRyde's own breach of these Rider Terms or an applicable legal duty. Where a monetary cap is lawful, CityRyde's aggregate contractual liability for a Ride will not exceed the greater of (a) INR 10,000 or (b) the CityRyde platform fees actually paid by that Rider during the six months before the event giving rise to the claim.

The exclusions and cap do not apply to CityRyde's fraud or wilful misconduct, CityRyde's gross negligence where it cannot be excluded, liability for death or bodily injury where exclusion is prohibited, a mandatory transport or insurance obligation, a data-protection liability that cannot be limited, or a Rider remedy preserved by the Consumer Protection Act, 2019 or another applicable law. CityRyde does not seek to restrict access to police, a Motor Accident Claims Tribunal, a consumer commission, the Data Protection Board, a transport authority or another statutory forum.

23. Rider indemnity for Rider-caused claims

To the extent permitted by law, the Rider will indemnify CityRyde, its affiliates and personnel against a third-party claim, regulatory demand, loss, penalty, reasonable legal cost or expense arising from the Rider's:

• material breach of these Rider Terms or applicable law;
• fraud, deliberate misconduct, harassment, violence, property damage or misuse of the CityRyde platform;
• unauthorised booking for another person, unlawful content, prohibited item or infringement of another person's rights;
• false complaint, dishonest chargeback or fabricated insurance or safety claim.

This indemnity applies only to the extent the claim was caused by the Rider and does not require the Rider to indemnify CityRyde for CityRyde's own established fraud, wilful misconduct, non-excludable negligence or breach of a mandatory duty. CityRyde will give reasonable notice of a covered claim and will not settle it on terms imposing a personal admission on the Rider without the Rider's consent, not to be unreasonably withheld.

24. Account restriction, suspension and termination

CityRyde may restrict, suspend or terminate a Rider account where reasonably necessary for safety, fraud prevention, repeated cancellations, non-payment, identity concerns, misuse, legal compliance, investigation or material breach. Immediate temporary restriction may occur where delay could expose a person or the platform to material risk.

Where appropriate and legally permitted, CityRyde will provide notice and a reasonable opportunity to explain or appeal. A Rider may request account deletion through the published process, subject to lawful retention. Termination does not cancel accrued payment, damage, confidentiality, intellectual-property, indemnity, limitation, dispute or record-retention obligations.

25. Events beyond reasonable control

CityRyde is not responsible for delay or failure caused by an event beyond reasonable control, including severe weather, flood, fire, epidemic, natural disaster, war, civil unrest, strike, road closure, government direction, telecommunications or electricity failure, cyberattack despite reasonable safeguards, payment-network outage or emergency restriction. CityRyde will use reasonable efforts to restore affected platform functions and meet any mandatory continuity duty.

26. Complaints, safety reports and grievance redressal

A Rider should submit a complaint with the registered contact details, Ride identifier, date, issue description and available evidence. Urgent safety matters should be reported through the in-app safety channel or CityRyde support after contacting public emergency services where necessary.

CityRyde will acknowledge and address grievances within the timelines required by applicable transport, consumer, e-commerce and data-protection law. A complaint against a Sarathi may require a fair inquiry and CityRyde may inform the Rider of the outcome to the extent law and privacy permit. A complaint does not prevent the Rider from contacting police, an insurer, a transport authority or another lawful forum.

27. Governing law and dispute resolution

These Rider Terms are governed by the laws of India. A Rider should first send a written dispute notice to CityRyde support describing the issue and requested resolution. CityRyde and the Rider will attempt good-faith resolution for 30 days after receipt.

If a dispute remains unresolved and is legally capable of arbitration, it may be referred to a sole arbitrator mutually appointed under the Arbitration and Conciliation Act, 1996. The arbitration will be conducted in English, the juridical seat will be Hyderabad, Telangana, and remote hearings may be used where fair and lawful. If the parties cannot agree on an arbitrator, appointment will follow the statutory process.

This arbitration clause does not prevent urgent interim relief, a criminal complaint, a claim before a Motor Accident Claims Tribunal, or access to a consumer commission, data-protection authority, transport authority or other statutory remedy that cannot lawfully be waived. Subject to those rights and the arbitration clause, courts at Hyderabad will have jurisdiction.

28. Changes, effective date and notices

CityRyde may update these Rider Terms for legal, safety, service or operational reasons. A material change will be notified through the platform, email or another reasonable electronic method before it takes effect where required by law. A change will not retroactively remove an accrued statutory right or resolve an existing dispute solely in CityRyde's favour.

Continued use after the notified effective date constitutes acceptance of the updated Rider Terms. A Rider who does not accept a material update must stop requesting Rides and may request account closure. Electronic notices are treated as received when made available in the Rider account or delivered to the registered contact channel, subject to mandatory law.

29. Assignment, severability, waiver, entire agreement and language

A Rider may not transfer the Rider account or contractual rights without CityRyde's written consent. CityRyde may assign these Rider Terms as part of a lawful restructuring, financing, merger or transfer of the platform, provided the assignment does not unlawfully reduce Rider rights.

If a provision is invalid or unenforceable, it will be limited or severed only to the minimum extent necessary; the remainder continues in effect. Delay in enforcement is not a waiver. These Rider Terms and incorporated Ride-specific disclosures form the agreement concerning Rider use of the CityRyde platform and supersede earlier Rider-platform terms on the same subject.

Translations may be provided for convenience and accessibility. The English version controls only to the extent permitted by law and only where a translation conflict cannot reasonably be reconciled.

30. Indian legal and compliance framework

These Rider Terms are drafted with reference to the following official sources, as amended and brought into force from time to time. State transport rules, licence conditions and local directions also apply to each active CityRyde service area.

• Motor Vehicles Act, 1988, including aggregator licensing and restrictions on contractual limitation of bodily-injury liability.
• Motor Vehicle Aggregator Guidelines, 2025, subject to adoption and modification by the relevant State.
• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
• Indian Contract Act, 1872.
• Information Technology Act, 2000, including electronic contracting.
• Digital Personal Data Protection Act, 2023 and notified rules and commencement schedule.
• Arbitration and Conciliation Act, 1996.
• Rights of Persons with Disabilities Act, 2016.