CityRyde Terms of Usefor Riders and Sarathis

1. Agreement, consent and electronic record

These CityRyde Terms of Use govern access to CityRyde websites, mobile applications, interfaces, communications, content, payment features, safety tools and other digital facilities. They form an electronic record under Indian law and do not require a handwritten or digital signature.

A person accepts these Terms by selecting an acceptance control, registering an account, browsing an authenticated area, requesting or providing a Ride, arranging a Parcel, purchasing a Sarathi subscription, responding to a platform opportunity or continuing to use CityRyde after receiving effective notice of an update. A person who does not accept these Terms must stop using CityRyde.

The agreement is between the person using CityRyde and CityRde Transportation Services Private Limited, which operates under the CityRyde brand. Acceptance is personal. A person accepting for an organisation confirms authority to bind that organisation and remains responsible for unauthorised representation.

2. Words used throughout these Terms

3. Scope, linked policies and order of priority

These Terms provide the general rules for CityRyde. A Rider is also bound by the CityRyde Rider Terms. A Sarathi is also bound by the CityRyde Sarathi Terms. The CityRyde Privacy Policy explains personal-data handling. Fare details, cancellation conditions, safety rules, promotional conditions and city-specific disclosures shown before a transaction also apply.

If documents cannot be reconciled, a signed commercial agreement controls its stated subject, then Specific Terms control that service, then these general Terms apply. A mandatory law, licence condition, court direction or government requirement prevails over every inconsistent contractual provision.

Service features may differ by city, Vehicle category, operating permission, device, account status and rollout phase. A feature shown in marketing or code does not become available until CityRyde activates it for the relevant account and location.

4. CityRyde operates a digital facilitation platform

CityRyde supplies technology through which a Rider may discover and request transportation or delivery from an available Sarathi. Unless CityRyde expressly states otherwise for a particular service, a Sarathi supplies the physical Ride or Parcel movement. CityRyde is not the owner or operator of every Vehicle displayed on the platform and does not employ a Sarathi merely because that Sarathi receives opportunities through CityRyde.

CityRyde may establish eligibility criteria, verify documents, facilitate payments, support communications, display pricing, monitor platform signals, offer safety tools, address complaints and meet regulatory responsibilities. Those functions do not give CityRyde continuous physical possession of a Rider, Parcel or Vehicle, nor do they allow CityRyde to control every road decision, personal interaction or independent act in real time.

5. Eligibility, identity and account protection

An account holder must be at least 18 years old, legally competent to contract and permitted to use the requested service. A Sarathi must additionally meet each licensing, Vehicle, training, verification and service-area requirement. CityRyde may request proportionate identity, liveness, device, payment or document checks before or during access.

• Registration information must be truthful, current and complete.
• One-time passwords, passwords and verification codes must remain confidential.
• An account may not be sold, leased, transferred, duplicated or used to impersonate another person.
• A Platform User must promptly report loss of device, credential compromise, unauthorised activity or a material eligibility change.
• CityRyde may treat instructions sent from a verified account as authorised until credible compromise is reported and CityRyde has a reasonable opportunity to act.

A Platform User bears loss resulting from voluntary disclosure of credentials, use of an insecure device, false registration information or unreasonable delay in reporting misuse, except where the loss was independently caused by CityRyde's breach of a duty that cannot lawfully be excluded.

6. CityRyde mobility, delivery and related services

Depending on operational availability, CityRyde may facilitate bike taxi, EV bike taxi, auto taxi, EV auto taxi, car taxi, EV car taxi, local city travel, outstation travel and Parcel delivery. CityRyde may also display Vehicle rental opportunities offered by approved independent vendors and partnership features offered by financial, advertising, insurance or other organisations.

CityRyde may introduce, suspend, rename or withdraw a feature for legal, safety, capacity or business reasons. No change removes a completed transaction obligation or statutory right that has already arisen.

7. Rider requests and Rider responsibilities

A Rider must inspect the Sarathi name, profile photograph, Vehicle category and registration number shown in CityRyde before boarding or releasing a Parcel. A mismatch must be refused and reported from a safe location. A Rider must choose a lawful pickup point, be ready within the displayed period, communicate respectfully and avoid requesting unsafe stopping, speeding, overloading, illegal parking or a prohibited route.

During a Ride, the Rider must comply with helmet, seat-belt, seating-capacity and other lawful safety requirements. The Rider must supervise every accompanying minor or dependent, keep belongings secure, avoid distracting the Sarathi and refrain from touching Vehicle controls. A Rider may not bring a dangerous substance, unlawful item, weapon, uncontained animal or luggage that obstructs safe operation unless expressly permitted.

A booking made for another person requires that person's knowledge and lawful authority. The account holder must provide accurate passenger information and communicate these Terms. CityRyde may decline or end a request when identity, capacity, conduct, payment or safety requirements are not met.

8. Sarathi access and independent responsibilities

A Sarathi must maintain valid identity, driving, permit, Vehicle, insurance, tax, fitness and pollution records required for the category and city. A Sarathi must complete onboarding and periodic checks, display the correct Vehicle, follow lawful route and fare requirements, provide required protective equipment, avoid discrimination and never allow an unapproved person to perform a request.

A Sarathi chooses when to log in and whether to accept an offered request, subject to safety, anti-fraud and account-integrity rules. Nothing in these general Terms guarantees request volume, earnings, territory, working hours or continuous access. Claims such as earning up to a stated amount describe potential outcomes, not a promise; actual earnings depend on accepted work, time, location, operating costs and lawful service availability.

Sarathi subscriptions, zero-commission arrangements, payout rules, tax treatment, performance review and suspension processes are governed more specifically by the Sarathi Terms and the plan displayed before purchase. A Sarathi remains responsible for driving, Vehicle condition, legal compliance and direct interaction with a Rider.

9. Parcel sender, recipient and Sarathi obligations

A Parcel sender warrants that the item is lawful, accurately described, safely packed, within displayed size and weight limits, and suitable for transport in the selected Vehicle. Prohibited items include illegal goods, weapons, explosives, flammable or corrosive substances, uncontrolled medicines, cash or negotiable instruments, stolen property, live animals, human remains and any item restricted by law or CityRyde instructions.

The sender must provide accurate recipient details and disclose handling conditions that CityRyde supports. CityRyde and a Sarathi may refuse an unsafe, leaking, suspicious, inadequately packed or misdescribed Parcel. A sender must not conceal dangerous contents or use delivery notes to expose unnecessary personal or confidential information.

The recipient must complete an authorised one-time password, signature, photograph or other proof-of-delivery step where enabled. Title and legal responsibility for the contents do not transfer to CityRyde merely because the platform records collection. Any compensation for loss or damage is subject to evidence, declared-value rules, insurance terms, causation and mandatory law.

10. Vehicle rentals offered by approved vendors

Bike, EV bike, auto, EV auto, car and EV car rentals shown through CityRyde are offered by CityRyde-approved independent vendors unless a page clearly identifies CityRyde as the contracting supplier. Rental charges are paid directly to the vendor when the booking flow says so. The vendor determines availability, deposit, documentation, Vehicle condition, maintenance, charging, insurance and return requirements under the vendor agreement.

CityRyde may help a prospective Sarathi discover a rental option but does not guarantee approval, Vehicle quality, financing, vendor conduct, uptime or profitability. A Sarathi must inspect the Vehicle, read the vendor contract, confirm commercial-use permission and verify that every transport document and insurance cover is suitable before driving.

A dispute about a vendor's rental, deposit, repossession or maintenance should first be raised with that vendor. CityRyde may facilitate communication and may act against a vendor for platform-rule breaches, but facilitation does not make CityRyde a party to an independently concluded rental contract.

11. Optional gender-matched Ride requests

Where activated, a Rider and Sarathi may voluntarily opt into a gender-matched request feature. CityRyde uses the profile selection and available matching supply to seek a match consistent with that preference. The feature does not guarantee immediate availability, personal compatibility, identity beyond the verification process or prevention of misconduct.

A person must select and use gender information honestly and must not use the feature to harass, exclude unlawfully, test, profile or target another individual. CityRyde may ask for proportionate confirmation, restrict misuse or offer a standard request when a match is unavailable. No Platform User may pressure another person to disclose additional gender or personal information.

Gender matching supplements, rather than replaces, Vehicle verification, in-app SOS, trip sharing, route monitoring, emergency services and personal judgment. Both male and female Riders and Sarathis must follow the same conduct and safety requirements.

12. Accessibility, assistance and bookings involving minors

CityRyde aims to provide access without unlawful discrimination. A Rider may communicate a reasonable mobility or accessibility need through an available booking or support channel. A Sarathi must not refuse a lawful request solely because a Rider has a disability, uses an assistive device or requires reasonable time, subject to Vehicle capacity and genuine safety constraints.

A displayed Vehicle is not promised to accommodate every wheelchair, mobility aid, caregiver, medical device or assistance requirement unless CityRyde expressly confirms that capability. A Rider or responsible companion must assess Vehicle suitability, secure equipment, carry necessary medication and arrange qualified medical or personal care. A Sarathi does not become a medical attendant by accepting a Ride.

A child may not independently create or control a CityRyde account. A responsible adult must make any permitted booking involving a minor, supervise the minor and provide an appropriate child restraint where required. CityRyde may restrict an unaccompanied-minor request unless a specific lawful service expressly supports it.

13. Matching, maps, route and timing estimates

A request sends an opportunity to eligible Sarathis; it is not a guarantee that any Sarathi will accept, arrive or complete it. Pickup time, route, distance, arrival time and demand indicators are estimates generated from location, traffic, mapping, network and historical information. Actual results may change because of road conditions, public directions, inaccurate GPS, a Platform User's location, weather or other events.

A Sarathi may choose a different lawful route for safety, road closure, traffic, charging, fuel or Rider instruction. A Rider should raise an unexpected deviation through the safety or support feature and contact public emergency services if danger is immediate. CityRyde may review route signals but cannot promise that every deviation will be detected or addressed before an event occurs.

A Platform User must maintain compatible equipment, current application software, adequate data access and necessary permissions. Telecom, device, operating-system, map and internet failure may delay or prevent a feature.

14. Fare display, flat pricing and additional amounts

CityRyde intends to show a clear fare or fare method before a Rider confirms a request. When a Ride is expressly presented as a flat-fare, zero-surge service, CityRyde will not add a demand surge or mid-Ride surge merely because traffic, weather or request volume changes. The displayed commitment remains subject to a Rider-requested destination change, extra stop, waiting beyond an included period, toll, parking, government levy, tax, cleaning, damage or another item disclosed as separately chargeable.

An estimate may be corrected when the Rider supplied an inaccurate pickup or destination, materially changed the service, selected the wrong category, or when a technical error is obvious and correction is lawful. A correction must not be used to impose an undisclosed arbitrary fare. A Rider should review the pre-booking display and receipt and report a genuine error promptly.

Where transport law prescribes a fare, maximum, minimum or formula, that requirement controls. Promotions, referral credits and rewards are governed by their displayed conditions, may expire, cannot be sold or converted to cash unless stated, and may be reversed if obtained through fraud or technical abuse.

15. Payments, Sarathi earnings and subscription charges

CityRyde may facilitate payment through cash, UPI, card, wallet or another enabled method. A Rider authorises the selected payment provider to process the displayed amount and must maintain a valid method. A failed or reversed payment remains due. A payment provider may conduct its own verification and apply independent terms.

Unless a transaction screen states that CityRyde is the direct seller, amounts attributable to transportation or delivery are collected or routed for the relevant Sarathi under the applicable payment arrangement. CityRyde may deduct an authorised refund, tax withholding, chargeback, plan fee or adjustment supported by the Sarathi Terms and transaction record.

CityRyde's zero-commission model means CityRyde does not retain a percentage commission from completed fares when that model is active for the Sarathi. A separately disclosed subscription or platform-access fee is not a fare commission. A Sarathi must review price, duration, renewal, included features, cancellation and tax details before subscribing. CityRyde does not require a Sarathi to complete a mandatory ride target merely to keep lawfully earned completed fares, subject to fraud, refunds, taxes and payment reversals.

16. Cancellation, failed requests and refunds

A Rider or Sarathi may cancel through the authorised workflow. A disclosed cancellation or waiting charge may apply when the other party has committed time or distance, except where cancellation arose from a verified safety issue, identity mismatch, prohibited conduct, platform error or another waiver condition. Repeated strategic cancellation, false arrival or manipulation may trigger review.

A refund depends on transaction status, service evidence, payment settlement, promotional contribution and applicable law. CityRyde may return an amount to the original method, issue an authorised platform credit or route the matter to the responsible payment or service provider. Bank and payment-network processing times are outside CityRyde's direct control.

A chargeback should not be used to avoid a valid fare. CityRyde may contest a dishonest reversal with booking records while preserving the Platform User's right to dispute an actual unauthorised or incorrectly processed payment.

17. Safety tools, SOS and urgent events

CityRyde may offer identity display, masked calling, trip sharing, route monitoring, emergency contacts, support calls and in-app SOS. These tools depend on device power, permissions, mobile connectivity, GPS, third-party infrastructure and accurate account data. They may be unavailable, delayed or incomplete and must not be treated as a substitute for emergency services.

In an accident, threat, suspected crime or medical emergency, a Rider or Sarathi should first contact police, ambulance, fire or another appropriate public service and move to safety where reasonably possible. Activating SOS authorises proportionate use of account, Ride, Vehicle, contact and location information to support an emergency response, consistent with law and the Privacy Policy.

CityRyde monitoring and support do not place a Rider or Sarathi in CityRyde's physical custody and do not guarantee that wrongdoing, collision or injury will be prevented. A person must not make a false emergency report, misuse an emergency number or interfere with another person's attempt to obtain help.

18. Conduct prohibited across CityRyde

A Platform User must use CityRyde only for a lawful purpose. The following conduct is prohibited:

• violence, threat, stalking, sexual misconduct, harassment, discriminatory abuse, intimidation or retaliation;
• fraud, impersonation, fabricated documents, collusion, fare manipulation, fake bookings, dishonest chargebacks or misuse of promotions;
• transporting prohibited goods, requesting an unlawful act or encouraging a traffic offence;
• publishing another person's location, identity or communication without lawful authority;
• uploading obscene, exploitative, defamatory, privacy-invasive, child-harmful, infringing, knowingly false or unlawful material;
• scraping, automated extraction, reverse engineering, malicious code, credential attacks, security bypass, excessive traffic or interference with CityRyde systems;
• using CityRyde contact information to solicit off-platform work, evade a recorded fare, threaten a person or continue unwanted communication.

CityRyde may preserve evidence, remove content, limit contact, cancel a request, restrict an account or inform an authority when reasonably necessary and lawful. Enforcement may consider seriousness, evidence, repeated conduct, safety risk and the opportunity for fair review.

19. Platform content, intellectual property and feedback

CityRyde and its licensors own or lawfully use the software, interface, database structure, branding, text, graphics, audio, video and other protected elements of the platform. Subject to these Terms, CityRyde permits a Platform User to access the relevant interface on a personal device for the intended lawful purpose. That permission is limited, revocable, non-exclusive and cannot be transferred or sublicensed.

A Platform User retains ownership of original material supplied to CityRyde. The Platform User grants CityRyde a non-exclusive, worldwide and royalty-free permission to host, reproduce, adapt, transmit and display that material only as reasonably required to operate, secure, support, evidence and improve the requested service or as separately authorised. The permission ends when the operational and lawful retention purpose ends, except for anonymised insights and records CityRyde must preserve.

The Platform User warrants having the rights and consents needed for submitted material. Feedback and ideas may be used to improve CityRyde without payment, provided personal data remains governed by the Privacy Policy. No permission is granted to use CityRyde names, logos or trade dress in a manner suggesting endorsement or affiliation.

20. Personal data and service communications

CityRyde handles registration, device, location, booking, Vehicle, payment-token, safety, communication and support data as explained in the CityRyde Privacy Policy. A Platform User must supply another person's data only with lawful authority and must not misuse data received for an accepted Ride or Parcel.

Operational calls, SMS, WhatsApp messages, email, push notifications and in-app notices may be sent for authentication, matching, payment, safety, support, fraud prevention, legal compliance and material updates. Marketing preferences are managed separately from essential service communications, and withdrawal of marketing permission does not stop a message necessary to complete an active request or secure an account.

Where notified and lawful, CityRyde may record support communications for evidence, quality, training, safety and dispute handling. A Platform User must keep contact details current and review material notices delivered to the registered account.

21. Maps, app stores, payments and other external services

CityRyde may rely on mapping, cloud hosting, telecommunications, identity verification, background checks, payment processing, insurance, analytics, app stores and other specialist providers. An external provider may apply separate terms and independently control some information or decisions.

CityRyde is not responsible merely because an external link or integration exists. Where liability is legally attributable to CityRyde for selection, instruction, disclosure or another act of CityRyde, nothing here removes that liability. Otherwise, a Platform User must resolve an external provider's independent outage, rejection, content or contract through that provider's process.

A link does not amount to CityRyde approval of every statement, product or practice at the destination. The Platform User should inspect the destination, permissions and price before proceeding.

22. Ratings, reviews and platform moderation

After a transaction, a Rider and Sarathi may be invited to provide a rating, category tag or factual review. Feedback must relate to the actual request and must not contain threats, private information, discriminatory abuse, extortion, manipulated evidence or knowingly false allegations.

Ratings are contextual indicators and not warranties of future conduct. CityRyde may use recent and historical signals to detect risk, identify service issues and enforce platform standards. CityRyde may remove, de-identify or decline to publish feedback that violates these Terms, law or privacy requirements.

A low score alone does not establish legal fault. Where a rating materially affects access, CityRyde may consider supporting evidence and an explanation to the extent appropriate, lawful and consistent with safety.

23. Complaints, evidence and cooperation

A report should identify the registered account, request number, date, issue and available evidence. A Rider and Sarathi must preserve relevant photographs, receipts, messages, Vehicle details and witness information and must not alter or fabricate evidence. CityRyde may seek a response from affected persons, compare platform records and share information with insurers, professional advisers or lawful authorities.

CityRyde support is not a court, police service, insurer or medical authority. CityRyde may make a platform-access decision without determining criminal guilt, civil liability or insurance fault. An internal outcome does not prevent a person from using a statutory remedy.

Confidential information about another person, an investigation or an enforcement method may be withheld where disclosure would create safety risk, breach privacy, compromise fraud controls or violate law. Deliberately false complaints may lead to account action and responsibility for resulting loss.

24. Request refusal, account restriction and termination

CityRyde may refuse, limit, suspend or terminate access when reasonably required for safety, document expiry, identity failure, suspected fraud, non-payment, repeated serious complaints, prohibited conduct, legal compliance, investigation, technical protection or material breach. A temporary restriction may take effect immediately where delay could expose a person, payment system or platform to substantial risk.

Where suitable and legally permitted, CityRyde will provide notice and a route to submit an explanation or appeal. CityRyde may use proportionate safeguards while reviewing the matter. Reinstatement is not guaranteed when eligibility has ended or risk remains unresolved.

A Platform User may stop using CityRyde and request account deletion through the published process. Closure does not erase accrued payments, refunds, claims, taxes, evidence, confidentiality, intellectual-property rights, indemnities, dispute provisions or records that law requires CityRyde to retain.

25. Limits of platform promises

To the fullest extent allowed by Indian law, CityRyde provides its digital functions according to current availability. CityRyde does not promise uninterrupted access, continuous Sarathi supply, a particular Vehicle, exact mapping, a fixed arrival time, uninterrupted network service, guaranteed Parcel delivery, vendor approval or error-free software.

Verification, periodic review, route monitoring, gender matching, ratings and safety tools reduce certain risks but cannot prove future conduct or prevent every incident. CityRyde does not warrant that a Rider, Sarathi, vendor, advertiser, insurer, lender or other independent person will act lawfully, safely or as expected.

No statement in this section overrides a specific written promise, statutory warranty, transport duty, consumer remedy or other obligation that law does not permit CityRyde to disclaim.

26. Allocation and limitation of liability

Each Rider, Sarathi, sender, recipient and vendor is accountable for loss caused by that person's own fraud, violence, harassment, negligence, traffic breach, prohibited item, misrepresentation, unsafe instruction, property damage, credential disclosure or other wrongful act or omission. CityRyde is not vicariously liable for independent misconduct merely because the persons connected through the platform.

To the extent legally permitted, CityRyde is not liable for indirect, exemplary, special, punitive or consequential loss; lost profit, opportunity, goodwill or data; missed appointment or connection; or loss arising from an off-platform arrangement, unauthorised route, public road condition, third-party crime, authority action, telecom outage, weather or another cause outside CityRyde's reasonable control.

CityRyde is responsible only for direct loss proved to have resulted from CityRyde's own breach of these Terms or a duty imposed directly on CityRyde. Where a cap is valid and no Specific Terms prescribe another amount, CityRyde's aggregate contractual responsibility for an event will not exceed the greater of INR 10,000 or the platform and subscription fees paid directly to CityRyde by the claimant during the six months preceding that event.

The exclusions and cap do not apply to fraud or wilful misconduct by CityRyde, liability for death or bodily injury that cannot be excluded, a non-delegable transport or insurance obligation, a privacy duty that cannot be limited, or a remedy preserved by consumer, disability, motor-vehicle or other mandatory law. CityRyde does not restrict access to police, emergency services, a Motor Accident Claims Tribunal, consumer commission, Data Protection Board, transport authority or another forum whose jurisdiction cannot be waived.

27. Responsibility for claims caused by a Platform User

To the extent permitted by law, a Platform User will reimburse and protect CityRyde, its affiliates and personnel against a third-party claim, regulatory demand, penalty, reasonable professional cost or documented loss to the extent caused by that Platform User's:

• fraud, deliberate misconduct, violence, harassment or material breach of these Terms;
• unlawful Ride, Parcel, content, payment, promotion or account activity;
• property damage, bodily harm or infringement of another person's rights;
• false documentation, concealed prohibited item, dishonest complaint or fabricated evidence;
• unauthorised disclosure or misuse of Rider, Sarathi, recipient or platform data.

This obligation applies only in proportion to the Platform User's responsibility. It does not require reimbursement for loss caused by CityRyde's own established fraud, wilful misconduct or breach of a duty that cannot be excluded. CityRyde will provide reasonable notice of a covered third-party claim where legally possible and will not impose a personal admission through settlement without the affected Platform User's consent.

28. Insurance, Vehicle damage, cleaning and lost property

Insurance associated with a Ride, Parcel, Vehicle or rental is governed by the applicable policy, certificate, exclusions, evidence rules and law. CityRyde may route a claim or share authorised records but does not decide fault, guarantee coverage, give medical advice or promise an insurer's settlement.

A person who causes abnormal cleaning, contamination or Vehicle damage must pay the reasonable documented amount legally attributable to that conduct. CityRyde may collect evidence and facilitate payment without becoming owner of the underlying damage claim. Ordinary wear and damage caused by another person cannot properly be charged to the Rider.

Each person remains responsible for phones, wallets, documents, luggage and other belongings. A found-item feature is a voluntary communication facility and does not make CityRyde a warehouse operator or bailee. Return, condition and timing are not guaranteed. Contact information supplied for recovery may not be used for harassment, marketing or off-platform solicitation.

29. Governing law and dispute process

Indian law governs these Terms. Before starting a civil dispute, the claimant should send CityRyde a written notice describing the account, transaction, facts, evidence and requested resolution. The parties will attempt a good-faith resolution for 30 days after confirmed receipt, unless urgent relief or a statutory deadline requires earlier action.

A dispute legally capable of arbitration may then be referred to one mutually appointed arbitrator under the Arbitration and Conciliation Act, 1996. The juridical seat will be Hyderabad, Telangana, proceedings will ordinarily be in English and remote participation may be used when fair. If appointment cannot be agreed, the statutory appointment process applies.

This clause does not compel arbitration of a matter that law reserves for a consumer commission, Motor Accident Claims Tribunal, criminal court, data-protection authority, transport authority or another statutory body. It does not prevent urgent interim protection or an emergency complaint. Subject to those preserved remedies and valid arbitration, courts at Hyderabad have jurisdiction.

30. Updates, notices, assignment and general interpretation

CityRyde may revise these Terms for legal, safety, technology, service or operational reasons. A material revision will be notified through the application, website, registered contact channel or another effective method before it applies where law requires advance notice. A revision will not retrospectively eliminate an accrued statutory right or decide an existing dispute solely for CityRyde.

A Platform User may not transfer an account or rights under these Terms without CityRyde's written approval. CityRyde may transfer these Terms during a lawful reorganisation, financing, merger or business transfer, provided mandatory rights are not unlawfully reduced.

If a clause is invalid, it will be narrowed or removed only as far as necessary and the remainder will continue. A delay in enforcement is not a waiver. Headings support navigation but do not change meaning. A reference to a law includes valid amendments, replacement legislation and applicable subordinate rules. Translations may be offered for accessibility; the English text controls only where legally permitted and an inconsistency cannot reasonably be reconciled.

31. CityRyde support, notices and grievance redressal

A Rider, Sarathi or other Platform User should submit a grievance using the registered account channel and include sufficient information to locate the issue. Passwords, one-time passwords and full payment credentials must never be included.

CityRyde will publish the identity and direct contact route of a Grievance Officer or another responsible representative whenever appointment or disclosure is required. Complaints will be acknowledged and addressed within the period applicable to the issue. An urgent safety event should first be reported to the appropriate public emergency authority.

32. Indian legal and regulatory framework

These Terms were developed with reference to the following official sources, together with current commencement notifications, amendments, State transport implementation, local licence conditions and laws applicable to a particular transaction:

• Indian Contract Act, 1872.
• Information Technology Act, 2000, including legal recognition of electronic records and contracts.
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, to the extent applicable.
• Motor Vehicles Act, 1988.
• Motor Vehicle Aggregator Guidelines, 2025, subject to State adoption or modification.
• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
• Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025, according to their commencement schedule.
• Arbitration and Conciliation Act, 1996.
• Rights of Persons with Disabilities Act, 2016.