This Master Service Agreement ("Agreement") is a legally binding electronic contract formed under Section 10 of the Indian Contract Act, 1872 and Rule 3(1) of the Information Technology (Intermediary Guidelines) Rules, 2021.

ARTICLE 1: DEFINITIONS AND INTERPRETATION

1.1. "Aggregator" means a digital intermediary or marketplace for a passenger to connect with a driver for the purpose of transportation.

1.2. "Community Guidelines" means the specific behavioral protocols for Riders and Drivers, including the "Zero Tolerance Policy."

1.3. "Platform" means the City-Ryde mobile application (iOS/Android) and website.

1.4. "Ryde-Category" means the specific service tier (e.g., Pink Ryde, Silver Ryde, Access Ryde) selected by the user.

1.5. "Service Fee" means the commission charged by City-Ryde to the Driver, strictly capped at 20% of the total fare as per the 2025 Guidelines.

1.6. "Telematics Data" means data related to driver behavior (acceleration, braking, speed) captured via GPS and gyroscope sensors.

ARTICLE 2: UNIFIED ELIGIBILITY AND ONBOARDING

2.1. For Riders (Customers)

• Age: Must be 18+ years. Minors may only ride if accompanied by a Guardian.
• Registration: Must provide valid mobile number and email.
• Digital Payment: Must link a valid payment method (UPI/Card) for cashless rides.

2.2. For Driver Partners (Pilots)

• Age: Must be 21+ years (or as mandated by State RTO).
• Licensing: Must hold a valid Commercial Driving License (CDL) and PSV (Public Service Vehicle) Badge.
• Vehicle Compliance: Vehicle must have valid Registration (Yellow Plate), Insurance, Fitness Certificate, and Speed Governor (limit 80 kmph).
• Background Verification (BGV): Enrollment is conditional upon a "Clear" report from police verification and criminal court record checks.

ARTICLE 3: SPECIALIZED SERVICE MAPPING & PROTOCOLS

This Article defines the unique "Ryde-Matching" logic designed to protect vulnerable groups and ensure comfort, pursuant to the diversity mandates of the Motor Vehicle Aggregator Guidelines 2025.

3.1. "Pink Ryde" (Female-to-Female Ecosystem)

Scope: A dedicated service tier connecting Female Pilots with Female Riders.

Driver Protocol:

• Identity verification: The Female Pilot has the right to decline the ride without penalty if a male passenger attempts to board, unless he is a child under 12 accompanying the Female Rider.
• Route Deviation: The Pilot must strictly follow the GPS route. Any deviation triggering a "Route Alert" must be verbally justified to the Rider immediately.

Rider Protocol:

• Guest Booking: You cannot book a Pink Ryde for a male guest. Doing so is a violation of Terms and will result in a temporary ban.
• Safety: In night hours (10 PM – 6 AM), the Rider agrees to 'Live Tracking' by City-Ryde's central command center.

3.2. "Silver Ryde" (Elderly-to-Elderly/Senior Support)

Scope: Connecting Senior Citizen Riders (60+) with "Silver-Certified" Pilots (often older, experienced drivers).

Driver Accountability:

• Door-to-Door: The Pilot must exit the vehicle to open the door and assist with any walking aids (canes/walkers) or luggage.
• Driving Dynamics: The Pilot agrees to "Soft Driving Standards"—acceleration and braking G-forces must remain below a specific threshold comfortable for seniors.

Rider Responsibility:

• Medical Disclosure: The Rider must disclose if they require specific assistance (e.g., "Cannot climb high SUV steps") so the algorithm can match the correct vehicle height.

3.3. "Access Ryde" (Physically Challenged Integration)

Scope: Service provided by Pilots with Disabilities (Divyangjan) or for Riders with Disabilities.

Pilot (PWD) Protocol:

• Vehicle Modification: The Pilot warrants their vehicle is an "Invalid Carriage" or "Adapted Vehicle" approved under Section 52 of the Motor Vehicles Act.
• Disclosure: The App will notify the Rider: "Your Pilot is differently-abled."

Rider (PWD) Protocol:

• Wheelchair Accessibility: Riders needing wheelchair lifts must select "Access-Van." Standard sedans cannot accommodate non-foldable wheelchairs.
• Assistance: Riders acknowledge that Pilots are drivers, not medical caregivers. Physical transfer assistance is limited to reasonable effort.

3.4. "General Ryde" (Standard Male to Male, Elderly & Physically challenged to Family)

Scope: Standard commuting for general population.

Protocol: Strict adherence to "Silence Preferences" if selected by the Rider. No unsolicited conversation regarding politics, religion, or personal life.

ARTICLE 4: OPERATIONAL DO'S AND DON'TS (CODE OF CONDUCT)

To protect the integrity of the City-Ryde platform, both parties must adhere to the following:

4.1. The Driver's Code

Category	DO (Mandatory)	DON'T (Prohibited)
Operations	Wear the City-Ryde vest/uniform and closed shoes.	Drive for more than 9 hours in a 24-hour cycle (App will lock automatically).
Integrity	Accept digital payments via the App.	Ask for "Cash Only" or ask Rider to "Cancel and Pay Direct" (Offline Trip).
Safety	Ensure child lock is disengaged unless requested by parent.	Drive under influence of alcohol/drugs (Zero Tolerance).
Documents	Display the "Driver Identity Card" on the dashboard.	Share your account with a substitute driver (Impersonation).

4.2. The Rider's Code

Category	DO (Mandatory)	DON'T (Prohibited)
Boarding	Verify License Plate & OTP before entering.	Ask the Driver to overload the vehicle (e.g., 5 people in a sedan).
Behaviour	Wear seatbelts (rear seat included).	Smoke, vape, or consume alcohol inside the cab.
Route	Add stops strictly via the "Add Stop" feature in App.	Force the driver to speed, jump red lights, or take illegal shortcuts.
Payment	Settle dues immediately upon trip completion.	File false "Driver not polite" complaints to get refunds.

ARTICLE 5: FINANCIAL TERMS & REGULATORY COMPLIANCE

5.1. Dynamic Pricing (Surge) Cap

In strict compliance with the Motor Vehicle Aggregator Guidelines 2025:

• Rider: We charge flat fare even during the peak demand. The Surge Multiplier is not applicable. However we would keep the Base Fare fixed as aligned by the State Transport Authority.
• Transparency: The Rider will see the final fixed fare before booking. No hidden post-ride shocks.

5.2. Driver Payouts & Commission

• The 100% / 80-20 Rule: City-Ryde shall charge a maximum Service Fee of 15-20%, in situations where the pilots Driver do not enrol for a subscription plans. If the Driver is already subscribed to City-Ryde plans, then the driver is entitled to 100% payout
• TDS Deduction: We will deduct 1% TDS u/s 194-O of the Income Tax Act on the gross amount of rides made.
• Settlement: Earnings are settled to the Driver's bank account on a T+1or2 day basis.

5.3. Cancellation Policy

• Rider Penalty: If a Rider cancels 3 minutes after booking, a cancellation fee (capped at ₹50 or 10% of fare) applies.
• Driver Penalty: If a Driver cancels without valid reason (e.g., flat tire), a penalty (capped at ₹75 for expected ride fare above ₹150 and ₹50 for fare below ₹100) is levied. Frequent cancellations lead to account hold/suspension (with hold on payouts).

ARTICLE 6: DATA PRIVACY & INFORMATION TECHNOLOGY ACT

6.1. Data Collection & Retention

• Rider Data: We collect GPS location, payment history, and contact details.
• Driver Data: We collect Background Check Reports, Telematics, and Banking info.
• Retention Period: As per the 2025 Act, trip data is stored for minimum 3 months and maximum 24 months for audit trails and law enforcement access.

6.2. Data Sharing

We act as an Intermediary under the IT Act. We do not sell data. However, we are legally bound to share data with:

1. Police/Courts: Upon receipt of a valid order under Section 91 CrPC.
2. Insurance Companies: To process accident claims.

ARTICLE 7: LIABILITY, INDEMNITY, AND INSURANCE

7.1. City-Ryde's Limited Liability

City-Ryde is a Ride Aggregator (marketplace for ride hailing services). We are not a transport provider.

• We are not liable for the personal conduct of the Driver or the Rider.
• We are not liable for delays due to traffic or "Force Majeure" events (floods, strikes, etc.).

7.2. Indemnity

• Driver Indemnity: You agree to indemnify City-Ryde against any claims arising from Your traffic violations, accidents caused by Your negligence, or lack of valid documents.
• Rider Indemnity: You agree to indemnify City-Ryde against damages caused by You to the vehicle or the Driver.

7.3. Insurance (Safety Net)

As per the 2025 Guidelines, City-Ryde maintains a Group Health & Term Insurance Policy covering:

• Hospitalization for injuries sustained during an active trip.
• Accidental Death benefit for both Rider and Driver.
• Note: This does not cover theft of personal belongings (laptops/phones), etc.

ARTICLE 8: ZERO TOLERANCE & DISPUTE RESOLUTION

8.1. Zero Tolerance Offenses (Immediate Termination)

The following actions trigger an automated permanent ban:

1. Sexual Harassment: Any violation of the POSH Act.
2. Fraud: GPS spoofing or "Self-Booking" to farm incentives.
3. Violence: Physical altercation between Rider and Driver.
4. Discrimination: Refusing a ride based on caste, religion, or destination.

8.2. Grievance Redressal Mechanism

Pursuant to the Consumer Protection (E-Commerce) Rules, 2020:

• Step 1: In-App Ticket (Resolved in 24 hours).
• Step 2: Grievance Officer (grievance@city-ryde.com). Must resolve within 15 days.
• Step 3: Arbitration. Any unresolved legal dispute shall be settled via Arbitration in Hyderabad, conducted in English/Hindi/Regional Language of the state.