Safety Policy & Grievance Redressal Policy

1. Safety Commitment

NRIDE prioritizes the safety and well-being of all users and driver partners.

We strive to maintain a trusted transportation ecosystem through:

• Driver identity verification
• Vehicle document verification
• Driver background screening wherever applicable
• GPS-enabled ride tracking
• Customer support assistance
• Transparent fare structure
• Prompt response to safety-related complaints

2. Driver Verification Requirements

All driver partners must provide valid and up-to-date:

• Driving License
• Vehicle Registration Certificate (RC)
• Vehicle Insurance Certificate
• Fitness Certificate (where applicable)
• Pollution Under Control (PUC) Certificate
• Aadhaar Card or Government-issued Identity Proof
• Recent Photograph

NRIDE reserves the right to suspend or deactivate any driver account found to have submitted false, misleading, or expired documentation.

3. Passenger Safety Guidelines

Passengers are advised to:

• Verify vehicle registration number before boarding.
• Verify driver details displayed in the application.
• Share trip information with family or friends whenever necessary.
• Use the emergency support feature if available.
• Report any misconduct immediately.
• Avoid carrying prohibited or illegal items.

4. Driver Partner Safety Guidelines

Driver partners are advised to:

• Drive responsibly and follow all traffic regulations.
• Treat passengers respectfully and professionally.
• Avoid discrimination based on gender, religion, caste, ethnicity, disability, language, or nationality.
• Maintain vehicle cleanliness and roadworthiness.
• Report any safety concerns immediately.

5. Zero-Tolerance Policy

NRIDE maintains a strict zero-tolerance policy against:

• Physical assault
• Sexual harassment
• Verbal abuse
• Threats or intimidation
• Drunk driving
• Driving under the influence of narcotics
• Fraudulent activities
• Overcharging passengers
• Criminal conduct

Violation of this policy may result in immediate suspension or permanent deactivation from the platform and may be reported to law enforcement authorities.

6. Lost and Found

If a passenger leaves belongings inside a vehicle:

• The passenger should immediately contact NRIDE Support.
• NRIDE will make reasonable efforts to facilitate communication between the passenger and driver.
• NRIDE shall not be held responsible for loss, theft, or damage of personal belongings.

7. Accident Reporting

In case of an accident during a ride:

1. Ensure personal safety and seek emergency medical assistance if required.
2. Inform local law enforcement authorities whenever necessary.
3. Report the incident to NRIDE within 24 hours.
4. Cooperate with investigations conducted by relevant authorities.

NRIDE may assist in coordination but shall not replace the responsibilities of insurers, vehicle owners, drivers, or government authorities.

8. Grievance Redressal Mechanism

NRIDE is committed to resolving complaints in a fair, transparent, and timely manner.

Users may submit complaints relating to:

• Ride quality
• Driver behavior
• Passenger misconduct
• Incorrect fare charges
• Payment issues
• Safety concerns
• Technical platform issues
• Lost items
• Service quality concerns

9. Complaint Submission

Complaints may be submitted through:

Users should provide:

• Name
• Registered Mobile Number
• Ride Details
• Date and Time of Incident
• Description of Complaint
• Supporting Documents or Screenshots (if any)

10. Resolution Timeline

NRIDE shall endeavor to resolve complaints within the following timelines:

• General Query – 3 Working Days
• Fare Dispute – 7 Working Days
• Payment Issue – 7 Working Days
• Safety Complaint – 24–72 Hours
• Serious Misconduct Complaint – Immediate Review

Complex cases may require additional time depending on the nature of the complaint and supporting evidence.

11. Investigation and Action

NRIDE reserves the right to:

• Review ride records
• Verify communication logs
• Seek clarification from involved parties
• Suspend accounts during investigation
• Permanently deactivate accounts for serious violations

Appropriate action shall be taken based on facts, evidence, and applicable laws.

12. False Complaints

Users submitting knowingly false, misleading, or malicious complaints may be subject to suspension or termination of their NRIDE account.

13. Compliance with Applicable Laws

NRIDE shall operate in accordance with applicable laws, rules, regulations, and guidelines issued by the Government of India, State Governments, Transport Authorities, and other competent authorities.

14. Policy Updates

NRIDE reserves the right to amend, modify, or update this Safety Policy & Grievance Redressal Policy from time to time. Updated versions shall be published on the official website and mobile application.

Contact Us

For any safety concerns or grievances, please contact: