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CityRyde Privacy Policyfor Riders and Sarathis

Version 1.0Last updated: 20 August 2026Applies in India

1. Scope of this Privacy Policy

This Privacy Policy explains how CityRyde handles personal data when an individual visits a CityRyde website, creates an account, uses a CityRyde mobile application, requests or provides a Ride, sends or receives a Parcel, purchases a Sarathi subscription, contacts support, applies to work with CityRyde, or otherwise interacts with CityRyde online or offline.

It applies to Riders, Sarathis, parcel senders and recipients, emergency contacts, website visitors and other individuals whose data enters the CityRyde platform. A feature-specific privacy notice presented at collection may provide additional detail and will apply with this Privacy Policy. If a specific notice conflicts with this general policy, the more specific notice controls for that processing, subject to applicable law.

Using CityRyde does not by itself constitute consent to every form of processing. CityRyde will request consent where consent is the lawful basis and will identify processing that is necessary for a requested service, legal compliance, safety or another legally recognised purpose.

2. Key terms used here

CityRyde means CityRyde Transportation Services Private Limited and the digital mobility platform, support functions and authorised affiliates operating under the CityRyde brand.

Rider means an individual who holds or uses a CityRyde Rider account, requests or takes a Ride, sends or receives a Parcel, or is lawfully included in another Rider's request.

Sarathi means an independently onboarded mobility provider using an eligible bike, EV bike, auto, EV auto, car or EV car to consider and perform CityRyde requests.

Ride means a passenger journey facilitated through CityRyde. Parcel means an item submitted for a supported delivery request. Personal data means information about an identifiable individual, including information that becomes identifying when combined with other data.

3. Who determines CityRyde processing

CityRyde determines why and how personal data is processed for account administration, request matching, platform safety, payment facilitation, subscriptions, support, fraud prevention and platform improvement. For such processing, CityRyde acts in the role assigned by applicable Indian data-protection law.

A Sarathi independently receives limited Rider data to perform an accepted request. An approved rental vendor, payment provider, insurer, advertiser or other partner may separately determine processing for its own product or legal duties. CityRyde does not control that independent processing merely because a link, referral or integration appears in CityRyde. Each party remains responsible for the data it controls.

4. Rider and Sarathi account information

CityRyde may collect information entered during registration or later account use, including name, mobile number, email address, profile photograph, preferred language, city, date of birth or age confirmation, gender selection where a feature requires it, saved places, emergency contacts, referral information, account preferences and login-verification records.

A Rider or Sarathi must provide accurate information and must have lawful authority before supplying another person's contact details. CityRyde may require a one-time password, device confirmation, selfie or another proportionate check to protect an account. Passwords and authentication credentials are stored or handled using security controls appropriate to their function; CityRyde personnel should not ask an individual to disclose a one-time password outside the authorised verification flow.

5. Sarathi identity, eligibility and Vehicle records

To assess and maintain Sarathi eligibility, CityRyde may process a portrait, live selfie, identity document, address evidence, driving licence, bank information, police or background-verification result, training completion, medical or eyesight fitness status where required, and information concerning relevant disqualifications or serious driving history as permitted by law.

Vehicle records may include the registration certificate, permit, badge, fitness certificate, insurance, pollution-under-control certificate, tax status, ownership or rental authority, Vehicle photographs, inspection outcomes, number plate, category, fuel type and EV charging characteristics. CityRyde may authenticate records against authorised government or verification sources and repeat checks when a document expires, an account materially changes or safety review requires it.

If Aadhaar-based offline verification is offered, CityRyde will use it only through a lawful process, explain the data and purpose, obtain the required consent and provide a viable alternative identity method where required. CityRyde will not treat a copied Aadhaar number as permission for unrestricted use.

6. Ride, Parcel and transaction information

For each request, CityRyde may record the requested category, pickup and destination, timestamps, route, estimated and travelled distance, matching events, acceptance or cancellation, waiting time, tolls, final status, fare components, payment state, rating, promotion and support history.

Parcel records may also include sender and recipient contact details, collection and delivery instructions, declared category, approximate dimensions or weight, packaging condition, proof of pickup, one-time password, delivery photograph or signature where enabled, failed-delivery action and reported loss or damage. CityRyde discourages senders from entering unnecessary confidential details in delivery notes.

CityRyde may associate a Rider's request record with the matched Sarathi and Vehicle so that receipts, safety review, complaints, insurance and lawful record obligations can be completed.

7. Precise and approximate location information

Rider location

With device permission, CityRyde may obtain precise or approximate location while the Rider app is open, while a request is being created and during an active Ride or Parcel request. Location supports pickup selection, matching, live tracking, route display, safety features, fare calculation, fraud controls and support. Even when Rider device permission is unavailable, the active request may contain pickup and destination entered by the Rider and location generated by the matched Sarathi's journey.

Sarathi location

CityRyde may collect Sarathi location while the Sarathi is online, receiving opportunities, travelling to pickup, performing a Ride or Parcel delivery, or using an enabled safety feature, including in the background where the device permission and operating system allow. Location is used for matching, navigation, route-deviation detection, Rider tracking, safety response, lawful control-room integration, fare records and fraud prevention.

Location permission can be managed through device settings, but disabling data necessary for an active service may prevent matching, tracking, SOS, navigation or request completion. CityRyde does not use a permission description to claim broader access than the application actually requests.

8. Device, application and website activity

CityRyde may receive IP address, device or advertising identifier where permitted, app version, operating system, language, time zone, mobile network, crash logs, performance data, security signals, screen and feature interactions, referring page, browser type, session timestamps and diagnostic events.

These records help CityRyde deliver compatible software, measure reliability, investigate errors, prevent account takeover, detect automated abuse and understand whether features are usable. CityRyde will not claim permission to read unrelated device content. Access to camera, photographs, contacts, microphone, notifications, SMS autofill or other device capabilities is requested only when a feature requires it and remains subject to platform permissions and applicable law.

Where SMS permission is used, the intended purpose is limited to functions such as one-time-password detection or transaction verification described at the permission prompt. CityRyde does not require general reading of personal conversations merely to provide a Ride.

9. Calls, messages, ratings and support interactions

CityRyde may retain in-app messages, masked-call metadata, emails, chat transcripts, complaint submissions, attachments, ratings, reviews and support-call recordings where lawfully notified. The purposes include request coordination, issue resolution, quality review, safety investigation, fraud detection, training and evidence preservation.

A Rider and Sarathi should communicate through available privacy-protective channels and should not publish another person's telephone number, home address, photograph, Vehicle record or complaint material. CityRyde may moderate content that is unlawful, threatening, deceptive, discriminatory, privacy-invasive or unsafe.

10. Fares, Sarathi subscriptions and financial records

CityRyde may process fare totals, subscription plan, payment method, tokenised payment reference, bank or UPI status, transaction identifier, refund, chargeback, payout, invoice and tax-related data. Full card credentials are ordinarily handled by regulated payment providers rather than stored directly by CityRyde, according to the implemented payment flow.

Sarathi settlement requires verified bank details and may require PAN, GST or withholding records where applicable. CityRyde uses financial records to authorise payments, reconcile cash and electronic transactions, issue receipts, settle eligible earnings, administer subscriptions, prevent fraud, resolve disputes and meet accounting or tax duties.

11. SOS, trip monitoring and incident information

When a Rider or Sarathi uses SOS, shares a Ride, reports an incident or triggers a route-deviation or risk signal, CityRyde may process live or recent location, request identity, emergency contacts, call or message records, device status, photographs, audio supplied by the individual, witness details, police or medical references and insurer information.

CityRyde may provide information reasonably needed for emergency assistance to the matched Rider or Sarathi, a nominated contact, control room, ambulance or other emergency provider, insurer, police or lawful authority. Safety information is handled according to urgency, necessity and legal authority; activating a safety feature does not authorise unrelated commercial use.

12. Gender matching, accessibility and other sensitive contexts

Where CityRyde offers opt-in gender matching, the selected preference and profile information needed to operate the match may be processed for that request. CityRyde does not treat a gender match as proof of character or safety and will not use the selection for an unrelated purpose without a separate lawful basis.

A Rider may voluntarily provide accessibility needs, mobility-device information, assistance requests, relevant health context or service-animal details so that a suitable request can be considered. A Sarathi may provide medical-fitness information required for lawful onboarding. CityRyde will seek only information reasonably connected to safety, suitability or compliance and will restrict access more closely where the context warrants it.

13. Where personal data comes from

CityRyde receives data directly from a Rider or Sarathi; automatically from an authorised device, website or app interaction; from the matched Rider or Sarathi; and from emergency contacts or individuals participating in a booking. Other lawful sources may include:

  • identity, driving-licence, Vehicle and police-verification services;
  • payment processors, banks, UPI systems and app stores;
  • map, telecommunications, cloud, analytics and fraud-prevention providers;
  • approved rental vendors, Vehicle owners, insurers and training partners;
  • government portals, regulators, courts, police and other authorised bodies;
  • referral, enterprise, advertising or promotional partners where the individual was informed;
  • publicly available sources used for a proportionate verification or investigation.

CityRyde does not assume that publicly visible data may be used for every purpose. Public-source processing remains limited by law, fairness, accuracy and the context in which the information was made available.

14. Why CityRyde processes personal data

CityRyde may process relevant personal data to:

  • create, authenticate, maintain and protect Rider and Sarathi accounts;
  • verify Sarathi identity, eligibility, training, documents and Vehicle compliance;
  • locate, match and connect a Rider and Sarathi for a Ride or Parcel request;
  • calculate or display fares, administer subscriptions, facilitate payments and maintain transaction records;
  • provide navigation, live tracking, gender-match preference, SOS, emergency contact and incident response;
  • prevent fraud, duplicate accounts, platform manipulation, unlawful Parcels, payment abuse and cybersecurity threats;
  • investigate complaints, ratings, collisions, lost property, delivery disputes and insurance matters;
  • deliver technical support, communicate service changes and improve accessibility;
  • measure service reliability, forecast legitimate operational demand and improve CityRyde features;
  • meet transport, tax, corporate, data-protection, law-enforcement and court obligations;
  • send permitted marketing or partnership communications according to preferences and consent requirements;
  • establish, exercise or defend legal rights and protect individuals, CityRyde and the public.

CityRyde will not repurpose personal data in a manner incompatible with the notice and lawful basis applicable to its collection without providing the further notice or choice required by law.

16. Information exchanged between a Rider and Sarathi

Before and during a match, a Rider may receive the Sarathi's first name, profile photograph, rating, Vehicle category, registration number, approximate approach and live journey location, plus safety or contact functions necessary for the request. A Sarathi may receive the Rider's displayed name, pickup, destination or delivery location, masked contact route, request notes, payment state and information necessary to perform the accepted service.

For parcel delivery, the Sarathi may receive sender and recipient details needed for collection and handover. After completion, direct contact and precise live location should no longer remain available except through an authorised support, lost-item, safety or legal process. Neither a Rider nor Sarathi may reuse matched information for solicitation, harassment, public disclosure, surveillance or any unrelated purpose.

17. Companies processing data for CityRyde

CityRyde may appoint service providers for cloud hosting, communications, mapping, analytics, app diagnostics, identity and background verification, payment processing, customer support, fraud detection, security testing, insurance administration, document management and professional advice.

Providers receive only the data reasonably needed for assigned work and are subject to contractual confidentiality, security, purpose and deletion requirements appropriate to their role. CityRyde remains responsible for processing performed on its behalf to the extent required by applicable law. Provider access is not permission to use CityRyde personal data for an independent commercial purpose.

18. Rental vendors, advertisers, fintech and other partners

CityRyde may connect a Sarathi with an approved Vehicle rental vendor or connect a Rider or Sarathi with an insurer, bank, NBFC, UPI provider, wallet, advertiser, reward provider or other partner. CityRyde will identify the partner and relevant data flow when the interaction requires personal data.

Data needed to assess a rental, loan, insurance or financial product will be shared only with appropriate notice and lawful authority. A partner's eligibility decision and independent account data are governed by that partner's privacy terms. CityRyde may measure a campaign using aggregated or pseudonymised information where practical. Personalised advertising or disclosure for a partner's own marketing will require the notice and choice applicable to that activity.

CityRyde does not sell personal data in exchange for money. This statement does not prevent disclosed payment processing, partner fulfilment, business transfers or lawful use of aggregated information.

19. Disclosures for law, safety and legal claims

CityRyde may preserve, access or disclose personal data when supported by applicable law, a valid court or authority direction, transport-licence duty, accident investigation, tax requirement, emergency necessity, cybersecurity reporting obligation or a proportionate need to establish or defend legal rights.

CityRyde reviews requests for authority and scope where legally permitted and may reject or narrow an invalid or excessive demand. CityRyde may preserve records while a lawful request, safety investigation, fraud matter, insurance claim or dispute is pending. A request from a private person is not treated as official authority merely because it alleges wrongdoing.

20. Corporate restructuring and transfer

If CityRyde enters due diligence, financing, merger, acquisition, reorganisation, insolvency or transfer of a relevant business, personal data may be disclosed under confidentiality safeguards to advisers, potential parties and a lawful successor. The recipient may use the data only for evaluation and continuation of the disclosed service or as otherwise permitted by law.

CityRyde will provide notice of a material controller change where required and will not use a corporate transaction to silently remove an individual's statutory privacy rights.

21. Storage and processing outside India

CityRyde or an authorised provider may process personal data in India or another country where infrastructure or specialist support operates. Cross-border processing is subject to contractual and technical safeguards and any restriction notified by the Government of India under applicable law.

Another jurisdiction may provide different legal protections. CityRyde remains accountable for its own legal obligations and will assess transfer location, provider security, purpose and access before authorising cross-border processing.

22. Cookies, analytics and service communications

CityRyde websites may use essential cookies or similar storage to maintain security, remember settings and operate requested functions. With the notice or choice required by law, analytics or advertising technologies may measure visits, performance, campaign attribution and feature use. Browser controls can limit cookies, but blocking essential storage may affect login, language, security or form functionality.

CityRyde may send operational calls, SMS, WhatsApp messages, emails, push notifications or in-app notices concerning verification, an active request, payment, subscription, safety, support and material policy changes. Marketing communications are managed separately from essential service messages. An individual may use the unsubscribe or preference route, and CityRyde will observe applicable telecom consent and customer-preference requirements.

23. How long information is retained

CityRyde keeps identifiable data only for as long as reasonably necessary for the disclosed purpose or a lawful retention requirement. Retention varies by category:

  • active account and profile data is generally held while the account operates;
  • Ride, parcel, payment, subscription and tax records are retained for applicable transport, accounting, tax, audit and dispute periods;
  • Sarathi verification, Vehicle and training records are kept through onboarding, active eligibility and a justified post-relationship period;
  • safety, fraud, insurance and grievance material may be retained while risk, limitation, claim or authority requirements remain;
  • marketing preference and consent evidence may be kept to honour opt-outs and demonstrate compliance;
  • security logs are retained for periods required by cybersecurity directions and proportionate threat investigation.

When continued identification is no longer justified, CityRyde will delete, securely destroy or irreversibly anonymise the data, subject to backup cycles and technical feasibility. Aggregated information that cannot reasonably identify an individual may be retained for statistics, safety research and service planning.

24. Security and breach response

CityRyde uses layered administrative, technical and physical safeguards appropriate to the nature of the data and risk. Measures may include access controls, authentication, encryption in transit and where appropriate at rest, logging, network protection, secure development, provider assessment, staff confidentiality, backup controls, vulnerability management and incident response.

No internet or storage system is completely immune from failure or attack. Riders and Sarathis should secure devices, use unique credentials, keep software updated, avoid sharing one-time passwords and promptly report suspected compromise. CityRyde will investigate a personal-data breach, contain risk, preserve evidence and notify affected individuals or authorities when applicable law requires it.

25. Choices and privacy rights

Subject to commencement, identity verification, lawful exemptions and the circumstances of processing, an individual may:

  • request a summary of personal data being processed and prescribed information about sharing;
  • correct inaccurate or misleading data and complete incomplete data;
  • request erasure when the purpose is complete and retention is not otherwise required;
  • withdraw consent where consent supports the processing;
  • use a readily available grievance process;
  • nominate another person to exercise prescribed rights after death or incapacity;
  • manage location, camera, notification, contact and other permissions through device settings;
  • stop marketing communication through the available preference or unsubscribe method;
  • request account deletion through CityRyde's account-deletion process.

A request should come from the registered channel and identify the account and right. CityRyde may ask for proportionate verification, clarify an ambiguous request, protect another person's data and retain records required for law, fraud prevention, payment settlement, safety or legal claims. Deleting an account does not erase information that CityRyde must lawfully preserve.

26. Children and bookings involving minors

CityRyde accounts are intended for individuals who can lawfully enter the applicable agreement. CityRyde does not knowingly permit a child to create an independent Rider or Sarathi account. A responsible adult may include a minor in a lawful Ride where CityRyde terms and transport rules permit it.

If CityRyde introduces a feature that directly processes a child's personal data, CityRyde will apply the parental-consent, notice, safety and restricted-processing requirements then in force. A parent or lawful guardian who believes a child supplied personal data without authority should contact CityRyde for review and appropriate removal.

27. External links, app stores and independent services

A CityRyde page or application may link to an app store, map, social network, payment service, rental vendor, insurer, advertiser or other external service. Opening the external service allows that operator to process information under its own privacy policy. CityRyde is not responsible for an independent operator's practices merely because CityRyde provides a link.

A Rider or Sarathi should review the destination and avoid sending CityRyde credentials or unnecessary request details. If CityRyde embeds a third-party feature that collects data before an individual leaves CityRyde, the relevant CityRyde notice and lawful controls continue to apply to CityRyde's role in that collection.

28. Privacy questions, requests and grievances

A Rider, Sarathi or other individual may submit a privacy question, rights request or grievance with the registered contact detail, account type, concise issue and sufficient information to locate the relevant data. Do not send passwords, one-time passwords or full payment credentials.

Privacy and support email: support@city-ryde.com

Headquarters: Nexus Business Centre, SBH Officers Colony, Mega Hills, Madhapur, Hyderabad, Telangana 500081.

CityRyde will acknowledge and respond within the period applicable to the request. CityRyde will publish the identity and contact route of any Grievance Officer, Data Protection Officer or other responsible representative when appointment or disclosure is required by applicable law. An individual should first use CityRyde's grievance channel before approaching the Data Protection Board where the Digital Personal Data Protection framework requires that step. Other statutory and emergency remedies remain available according to law.

29. Changes to this Privacy Policy

CityRyde may revise this Privacy Policy when data practices, products, legal requirements or service areas change. The updated version will identify its revision date. CityRyde will provide prominent in-app, website, email or other effective notice before a material change takes effect where required.

A new purpose that requires consent will not be authorised merely by silently editing this page. CityRyde will request the necessary choice. Earlier processing remains governed by the notice and law applicable when it occurred unless a lawful change applies.