Platform Terms & Policies

1. Introduction & Nature of Service

Welcome to RiderMan, an on-demand mobility, ride-hailing, and hyperlocal parcel delivery platform maintained by RurbanMate Private Limited. By accessing our website, mobile application, or any associated customer interfaces, you agree to be bound by these Terms and Conditions.

Intermediary Platform Status: RiderMan functions strictly as a technology intermediary under Section 79 of the Information Technology Act, 2000. RiderMan connects registered passengers and senders with independent driver-partners ("Riders") operating two-wheelers, auto-rickshaws, cabs, and delivery vehicles. RiderMan is not a transport provider, common carrier, or employer of riders.

2. User Account & Eligibility

• You must be at least 18 years of age and legally competent to enter into binding agreements under Indian law.
• You agree to provide true, accurate, and complete information during registration, including your valid mobile telephone number.
• You are solely responsible for maintaining the confidentiality of your account credentials, login OTPs, and profile access.
• Accounts are strictly personal and non-transferable. Misuse or fraudulent activity will result in immediate suspension.

3. Booking, Fares & Payment Terms

When booking a ride or courier errand, the platform displays an estimated fare calculated based on estimated distance, vehicle category, and standard rates.

• Fare Acceptance: Confirming a booking constitutes an agreement to pay the displayed fare, plus any applicable tolls, state taxes, parking fees, or authorized waiting charges.
• Dynamic Waiting Charges: If a driver waits at your pickup spot beyond the designated grace period (typically 3 minutes), nominal waiting charges may be added to your trip total.
• Payment Channels: Payments may be made via digital payment modes (UPI, debit/credit cards, wallet) or via Cash on Delivery (COD) directly to the rider upon trip completion.
• 2-OTP Security Verification: Every passenger trip and parcel delivery is safeguarded by a two-stage OTP verification protocol (Pickup OTP at departure and Delivery/Drop OTP at completion). You agree never to reveal the drop OTP until you have safely reached your destination or your parcel has been delivered.

4. Parcel & Courier Delivery Guidelines

When utilizing RiderMan parcel courier services, you explicitly represent that the consignment does not contain any prohibited items.

5. User Code of Conduct

• Customers must treat all rider partners with courtesy, dignity, and respect.
• Any form of verbal abuse, harassment, discrimination, threat, physical assault, or inappropriate conduct will trigger immediate, irreversible account termination and referral to law enforcement authorities.
• Passengers must not request drivers to violate traffic laws, exceed speed limits, overload vehicles, or stop in unlawful zones.

6. Limitation of Platform Liability

To the maximum extent permitted by applicable law, RiderMan, Bhoji, and its affiliates are not liable for indirect, incidental, punitive, or consequential damages, including personal injury, property loss, delays caused by road traffic, weather anomalies, or acts of independent third-party drivers.

7. Modification of Terms

RiderMan reserves the absolute right to revise, update, amend, or replace any portion of these Terms and Conditions at any time without prior notification. Your continued use of the platform following the posting of changes constitutes explicit acceptance of those modifications.

1. Privacy Commitment

At RiderMan, we respect your personal privacy and are committed to safeguarding the data you share with us. This Privacy Policy outlines our general practices regarding the collection, use, storage, and protection of customer information when you use our mobile applications, web platforms, and associated services.

2. Unified Customer Database Across RurbanMate Brands

3. Information We Collect

• Contact & Identity Details: Full name, mobile telephone number, email address, and profile details provided during account creation.
• Precise Location Data: Real-time GPS coordinates, pickup addresses, drop locations, and trip route tracking during active bookings to facilitate efficient driver dispatch and safety monitoring.
• Transaction & Order History: Fares, payment modes, trip timestamps, pickup/drop coordinates, and parcel details.
• Device & Usage Information: Device model, operating system, IP address, app version, network diagnostics, and crash logs to maintain platform stability.
• Customer Support Records: Records of communications, chats, or helpline call logs initiated with our support team.

4. How We Use Your Information

Collected data is utilized for legitimate business and operational purposes, including:

• Connecting you with nearby available Rider partners and calculating accurate route navigation.
• Executing 2-OTP verification handshakes (Pickup and Drop OTPs) for passenger security and cargo protection.
• Processing trip invoices, digital payments, refunds, and promo credits.
• Preventing fraud, investigating complaints, and enforcing community safety standards.
• Sending essential service notifications, trip status updates, and emergency SOS alerts.

5. Sharing of Information

We do not sell, rent, or trade your personal information to third parties for marketing purposes. Data is shared strictly under the following circumstances:

• With Assigned Riders: During an active trip, your pickup location, destination, name, and masked contact number are visible to your assigned driver partner solely for trip fulfillment.
• With Trusted Service Providers: Payment gateway aggregators (UPI/cards), SMS gateway providers, and mapping APIs (OSRM / OpenStreetMap / Google) necessary to operate the application.
• Legal & Law Enforcement Compliance: When required by court orders, government authorities, or applicable statutory mandates under Indian law.

6. Data Security & Retention

We implement industry-standard encryption protocols (HTTPS/TLS) and secure database access controls. While we employ rigorous technical measures to protect your data, no internet transmission is 100% impervious. You acknowledge that data is stored and processed on secure servers located within India.

7. Changes to this Privacy Policy

This Privacy Policy represents our general operational standards and is subject to change from time to time without prior notification. Users are encouraged to review this page periodically. Continued usage of our services after any modification signifies your informed consent to the revised terms.

1. Cancellation by Customer

We understand that plans can change unexpectedly. RiderMan allows flexible cancellations governed by the following fair-usage parameters:

• Free Grace Window: You may cancel any ride or delivery booking free of charge within the initial grace period (typically 2 to 3 minutes) after a rider partner accepts the request, or at any time before a driver has been dispatched.
• Cancellation Surcharge: If a booking is cancelled after the grace window and the driver partner has already travelled toward your pickup location, or after the partner has arrived and waited past the grace time, a nominal cancellation fee may be applied to your account. This fee is passed directly to the driver partner to compensate for their wasted fuel, vehicle wear, and lost opportunity.

2. Cancellation by Rider Partner or Platform

If a rider partner cancels your ride due to vehicle issues, emergency, or unreasonable delay, or if the system cannot locate an available driver, no cancellation charges will ever be levied on you. If a digital pre-payment was made, the full amount will be immediately returned.

3. Refund Eligibility & Failed Trips

Customers are eligible for refunds under the following scenarios:

• Incomplete / Aborted Trips: A trip aborted due to mechanical breakdown, accident, or driver misconduct where the passenger or parcel did not reach the destination.
• Billing & Fare Errors: Overcharging caused by GPS route discrepancies, incorrect route calculation, or duplicate deductions on digital payment gateways.
• Pre-paid Cancellation: Cancellations completed within the free grace window for trips paid via UPI, card, or wallet.

4. Refund Processing Timelines & Modes

5. Disputed Charges & Helpline Assistance

If you believe a fare or cancellation fee was charged erroneously, you must lodge a dispute via our in-app Helpline or email [email protected] within 48 hours of trip conclusion. Our support team will inspect GPS telemetry and resolve the dispute fairly.

6. Modifications Without Notification

All fee structures, grace durations, cancellation thresholds, and refund policies are general terms and are subject to change from time to time without prior notification based on operational and market conditions.

1. Safety as Our Foremost Priority

At RiderMan, the physical safety, dignity, and comfort of our riders, passengers, and senders are paramount. We integrate proactive technological safeguards, continuous verification protocols, and prompt emergency response mechanisms into every trip.

2. The 2-OTP Security Shield

To eliminate impersonation, wrong pickups, and parcel loss, RiderMan employs an exclusive 2-OTP verification workflow:

• Pickup OTP: A unique 4-digit code generated on your screen must be shared with your rider partner upon their physical arrival. The driver cannot start the meter or trip without validating this code.
• Delivery / Drop OTP: A second unique 4-digit code required to close the trip. For deliveries, only the recipient at the destination has this code. For passenger rides, do not share this OTP until you have safely reached your destination.

3. Driver Partner Screening & Verification

Every driver onboarded to the RiderMan platform undergoes document verification, including:

• Valid Government-issued Driving License (DL) matching the vehicle class.
• Vehicle Registration Certificate (RC) and active Third-Party Commercial Insurance.
• Aadhaar / Identity document verification and facial photo matching.
• Zero-tolerance onboarding checks against known criminal registries.

4. Live GPS Tracking & Share Trip Status

From pickup to destination, your journey is tracked in real-time on GPS maps. You can share your live trip tracking link with family, friends, or trusted guardians via WhatsApp or SMS with a single tap.

5. Zero Tolerance Policy

6. Emergency SOS & Helpline Integration

In the event of an urgent roadside emergency or distress:

• Tap the in-app SOS Button to alert local emergency services (Dial 112) with your live coordinates.
• Contact our dedicated Partner & Customer Safety Desk at +91 91223 34455.

7. Amendments & Updates

Safety rules, emergency contact channels, and trust protocols are general platform features and are subject to change from time to time without prior notification.

1. Independent Contractor Status

This Partner Agreement governs your relationship with RiderMan (maintained by RurbanMate Private Limited). By registering as a Driver, Courier, or Transport Partner, you acknowledge and agree that:

• You are an independent service provider / contractor and not an employee, agent, worker, or partner of RiderMan.
• You operate your own vehicle at your sole discretion, choose your own hours of service, and decide when to turn your duty switch 'Online' or 'Offline'.
• No employer-employee relationship, provident fund, gratuity, or labor entitlement is created under this agreement.

2. Vehicle & Document Prerequisites

To remain active on the RiderMan partner console, you must continuously hold and maintain:

• A valid, unexpired Driving License (DL) issued by an authorized Regional Transport Authority (RTO).
• Active Vehicle Registration Certificate (RC), valid vehicle fitness certificate, and mandatory Third-Party Motor Insurance policy.
• Aadhaar card and PAN card details for statutory compliance and KYC verification.
• A roadworthy, clean, and mechanically sound motor vehicle complying with local pollution (PUC) and transport regulations.

3. Fares, Cash Collections & Partner Subscriptions

• Zero-Commission Subscription Model: RiderMan operates predominantly on a transparent subscription / RiderCoin model where partners keep 100% of customer trip fares without percentage commission cuts.
• RiderCoins & Subscription Passes: Partners purchase daily, weekly, or monthly duty passes or RiderCoins to unlock ride and delivery leads.
• Cash Collections: On cash-on-delivery (COD) rides, you must collect only the exact amount displayed on your partner application screen. Overcharging customers is strictly prohibited and leads to immediate deactivation.

4. Duty Performance & Mandatory 2-OTP Protocol

• Partners must strictly verify the customer's 4-digit Pickup OTP before starting any trip or moving from the pickup point.
• Partners must never demand or enter the 4-digit Drop OTP until the passenger has safely disembarked or the parcel has been physically handed to the designated recipient. Falsifying OTPs constitutes fraud.
• Repeated unprovoked cancellations after accepting trip leads disrupt platform reliability and will trigger algorithmic deprioritization or temporary lockout.

5. Grounds for Account Suspension & Blacklisting

RiderMan reserves the unilateral right to suspend, terminate, or permanently blacklist partner accounts for:

• Driving under the influence of alcohol, drugs, or illicit substances.
• Rash, negligent, or dangerous driving causing accidents or road hazards.
• Any form of physical, verbal, or sexual harassment directed toward customers or the public.
• Submitting fraudulent, forged, or altered KYC documents or licenses.
• Soliciting off-app rides or private arrangements with platform customers.

6. Governing Law & Dispute Resolution

This Agreement shall be governed by and construed in accordance with the laws of India. Any legal dispute, arbitration, or proceeding shall be subject to the exclusive jurisdiction of the competent courts in Bhubaneswar, Odisha.

7. Terms Subject to Change

Partner guidelines, fee schedules, subscription rates, and terms of service are general terms and are subject to change from time to time without prior notification.

1. Partner Privacy Commitment

This Privacy Policy explains how RiderMan collects, uses, and safeguards information specific to our registered Driver and Delivery Partners ("Riders"). We value your trust and handle your personal, vehicular, and geolocation information with stringent security standards.

2. Singular Customer & Partner Database Across RurbanMate Brands

3. Information Collected From Partners

• KYC & Verification Documents: Full name, photo selfie, phone number, permanent & present residential address, Aadhaar number, PAN card, Driving License (DL), and vehicle registration (RC) documents.
• Financial & Payout Data: Bank account numbers, IFSC codes, UPI VPA addresses, and wallet transaction history for settlement of referral bonuses, payouts, and subscription renewals.
• Continuous Background Geolocation: Real-time device location is collected continuously whenever your duty switch is set to 'Online' or when you are engaged in an active trip. This is essential to dispatch nearby customer requests, calculate precise driving distances, provide turn-by-turn navigation, and ensure safety tracking.
• Performance & Telematics: Trip completion rates, acceptance speed, customer feedback ratings, and GPS route speed metrics.

4. Location Tracking Permissions

5. What Information is Visible to Customers?

To facilitate seamless pickups and build passenger trust, the following information is shared with customers who book your vehicle:

• Your first name and profile photograph.
• Vehicle make, model, color, and registration plate number.
• Real-time GPS vehicle location on the live tracking map during the trip.
• Masked or platform-routed phone connection to protect your personal number.

6. Protection & Regulatory Sharing

We do not sell partner information to third-party marketing entities. Partner records are stored on secure Indian servers and may be shared with statutory transport authorities or police agencies strictly upon lawful demand for accident investigations or legal inquiries.

7. Revisions Without Notice

Partner privacy protocols and data policies are general guidelines and are subject to change from time to time without prior notification.

1. Subscription Plans & RiderCoins Overview

RiderMan empowers partners through a revolutionary commission-free architecture. Rather than deducting 20% to 30% from your hard-earned customer fares, partners simply maintain an active daily/weekly/monthly duty pass or maintain a small balance of RiderCoins to unlock customer leads.

2. Non-Refundable Subscription Fees

• Purchased daily, weekly, or monthly duty plans, and RiderCoins utilized to unlock customer bookings, are non-refundable once activated or consumed.
• Unused RiderCoins residing in your partner wallet remain valid for future bookings and do not expire so long as your partner account remains active.

3. Billing Corrections & Technical Reversals

A partner is eligible for coin or wallet balance reversals under the following exceptional circumstances:

• Duplicate Recharge Deductions: If a technical glitch causes multiple debits from your bank or UPI account for a single coin recharge.
• Server Outage / System Failure: If verified platform technical outages prevent you from accessing the application for more than 24 continuous hours during an active paid subscription pass.
• Bogus or Fraudulent Customer Orders: If a customer places a spam order that is cancelled before pickup, any RiderCoins deducted to unlock that specific lead are automatically credited back to your partner wallet.

4. Customer Cancellation Compensation

We respect your time and fuel. If a customer cancels a booking after you have driven toward their pickup point for more than 3 minutes or after you have reached the pickup location and waited past the grace window:

• A cancellation compensation credit is collected from the customer and transferred into your partner wallet upon dispute verification.

5. Free Monthly Plan Renewal Milestone

6. Policy Modifications

Coin values, plan pricing, compensation amounts, and reversal terms are general operational guidelines and are subject to change from time to time without prior notification.

1. Safety is Our Shared Commitment

As a RiderMan Partner, you are the face of our platform on the roads. Your dedication to safe driving, courteous conduct, and adherence to traffic rules protects you, your passengers, and fellow road users.

2. Mandatory Road Safety Standards

• Two-Wheeler Helmets: Two-wheeler riders must wear an ISI-marked helmet with chin-strap fastened at all times. You must also carry a clean, spare helmet for the passenger.
• Seatbelts for Cabs & Autos: Seatbelts must be worn at all times by four-wheeler drivers. Auto-rickshaw drivers must adhere to passenger capacity limits without dangerous overloading.
• Speed Limits & Traffic Compliance: Strictly obey all traffic signals, zebra crossings, speed limits, and one-way regulations. Never use a mobile handheld device while driving; use an approved dashboard or handlebar mount.

3. Zero Tolerance Code of Conduct

4. 2-OTP Verification Protocol Enforcement

To maintain the integrity of our safety and escrow system:

• Never start moving towards a destination without obtaining and validating the customer's Pickup OTP.
• Never solicit or force a customer to disclose the Drop OTP before arriving at the actual destination. Doing so trips our automated fraud prevention algorithms.

5. Vehicle Fitness & Maintenance

Partners must keep their vehicles in top mechanical condition, including functional headlights, brake lights, indicators, properly inflated tires, and clean seating.

6. 24x7 Partner Desk & SOS Assistance

In the event of an accident, road breakdown, or threatening situation, partners have access to:

• Immediate Police Emergency Dispatch (Dial 112).
• 24x7 Partner Support Helpline: +91 91223 34455.
• WhatsApp Partner Assistance: +91 91223 34455.

7. Terms Subject to Change

Road safety protocols, partner conduct guidelines, and compliance rules are general policies and are subject to change from time to time without prior notification.