Community Guidelines

Our Community Values

Rules for Riders

✅ Things every Rider should do:

• Be ready at the pickup location when your Driver arrives. Excessive waiting wastes the Driver's time and livelihood.
• Verify your Driver's name, photo, and vehicle plate number before entering the vehicle.
• Wear your seatbelt at all times during the ride — it's the law and it saves lives.
• Be polite and patient. Driving is a stressful job. A little courtesy goes a long way.
• Pay the fare through the method agreed at the time of booking (cash or digital, not a switch).
• Leave an honest rating and feedback after each trip — it helps the community.
• Share your ride details with a trusted contact for added safety.
• Properly dispose of any waste. Leave the vehicle in the same condition you found it.

❌ Things Riders must NOT do:

• Physically touch the Driver without consent. Any form of physical contact beyond a reasonable handshake is a violation.
• Use abusive, threatening, or discriminatory language toward the Driver.
• Ask the Driver to speed, break traffic laws, or take routes that make them feel unsafe.
• Bring open containers of alcohol into the vehicle.
• Smoke or vape in the vehicle — it is strictly prohibited.
• Bring or transport illegal substances, weapons, or any hazardous materials.
• Allow more passengers than the vehicle's permitted capacity.
• Damage or soil the vehicle in any way. If accidental, report it immediately — Riders may be charged for cleaning.
• Attempt to record the Driver without their consent.
• Submit fraudulent refund claims or abuse the dispute resolution process.

Rules for Drivers

✅ Things every Driver should do:

• Arrive at the pickup location promptly and in full compliance with the Motor Vehicles Act and traffic rules.
• Greet Riders professionally and confirm their name before beginning the trip.
• Follow the in-app or Rider-requested route without unauthorized deviation.
• Keep your vehicle clean, odor-free, air-conditioned (for AC vehicles), and in good mechanical condition at all times.
• Drive carefully, obey all traffic laws, speed limits, and signals.
• Never use a mobile phone while driving — use Bluetooth or pull over safely.
• Maintain a professional and courteous demeanor regardless of the Rider's behavior (escalate through support if needed).
• Ensure your license, vehicle permit, PUC, and insurance documents are always current and available.

❌ Things Drivers must NOT do:

• Ask Riders for personal information beyond what is shown in the app.
• Contact Riders after the trip is complete for any reason other than lost-and-found.
• Discriminate against any Rider based on gender, religion, caste, nationality, disability, or destination.
• Drive under the influence of alcohol or any intoxicating substance.
• Make unauthorized stops or detours that are not agreed upon with the Rider.
• Demand additional payment beyond the metered/app fare, or attempt to negotiate fare off-platform.
• Allow any unauthorized person (including family members) to ride in the vehicle during an active trip.
• Share or misuse Rider data obtained through the Platform.
• Use threatening, abusive, or discriminatory language.
• Falsely report incidents or manipulate rating systems.

Zero-Tolerance Offenses

The following behaviors result in immediate and permanent account deactivation, and may be reported to law enforcement authorities:

Ratings & Feedback

Zrido operates a mutual, two-way rating system. After each completed trip, both Riders and Drivers can rate each other on a 1–5 star scale and leave optional written feedback.

• Honesty: Rate based on your genuine experience. Inflated or malicious ratings undermine community trust and will be reviewed.
• Riders: Maintaining a Rider rating below 3.5 may result in Drivers declining your requests. Consistently low Rider ratings will be reviewed by the Trust & Safety team.
• Drivers: A minimum rating of 4.0 is required for continued Platform access. See the Driver Terms for details.
• Feedback Content: Written feedback must not contain personal insults, discriminatory language, or false accusations. Violating feedback will be removed.
• Retaliation: Leaving a negative rating in retaliation for a legitimate complaint is a violation of these Guidelines and will be reviewed.

Anti-Discrimination Policy

Zrido is committed to being an inclusive, non-discriminatory platform for all Indians — regardless of their gender, religion, caste, race, ethnicity, language, disability, sexual orientation, or any other protected characteristic.

Drivers must not refuse rides based on a Rider's:

• Destination — regardless of whether it is perceived as unsafe or far.
• Religion, caste, or community affiliation.
• Gender or gender identity.
• Disability or use of mobility aids.
• Language or nationality.
• Appearance or manner of dress.

Riders must not discriminate against Drivers on any of the above grounds either. A diverse platform requires mutual respect.

Violations of this policy are subject to immediate account review and may constitute offenses under the Scheduled Castes and Scheduled Tribes (Prevention of Atrocities) Act, 1989, and other applicable laws.

Reporting Misconduct

If you experience or witness a violation of these Community Guidelines, please report it immediately:

• In-App: Open the completed trip → "Help" → "Report a Safety Issue".
• Emergency: Use the in-app SOS button to alert your emergency contact and share your live location.
• Email: safety@zrido.com (for non-emergency reports requiring detailed explanation).
• Law Enforcement: For immediate threats, call Police (100), Women's Helpline (1091), or Emergency Services (112).

All reports are treated confidentially. You will receive an acknowledgement within 24 hours and an investigation outcome within 10 business days.

Consequences of Violations

Violations of these Community Guidelines may result in the following consequences, depending on severity and frequency:

Kalmbyte reserves the right to take appropriate action at any time based on evidence available and may not follow this escalation order where severity warrants immediate action.

Appeals Process

If you believe your account was suspended or deactivated in error:

1. Submit an appeal within 14 days of the deactivation notice.
2. Email appeals@zrido.com with subject: "Account Appeal – [Your Registered Phone Number]".
3. Include a clear explanation of your position and any supporting evidence (screenshots, receipts, photos, witness statements).
4. The Trust & Safety team will review and respond within 10 business days.

Appeals for Zero-Tolerance offenses (assault, sexual misconduct, trafficking) will not be considered for reinstatement. These are permanent.