Customer Privacy Policy

By using the Nithra Ride app, creating an account, or booking a ride, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

1. INFORMATION WE COLLECT FROM CUSTOMERS

We collect different types of personal and non-personal information to enable safe and efficient ride services.

1.1 Personal Identification Details

• Full Name
• Mobile Number
• Email Address (optional)
• Gender (optional)
• Emergency Contact Number

These details help us identify and communicate with you.

1.2 Location Information

We collect your precise GPS location to:

• Detect pickup points
• Show nearby drivers
• Track rides for safety
• Provide route navigation
• Improve service quality

Your background location is collected only while using the app or when a ride is active.

1.3 Ride & Booking Information

• Pickup & Drop location
• Trip history
• Transaction details
• Cancellation records
• Payment mode
• OTP verification

This data helps us offer accurate ride experiences.

1.4 Payment Information

If you make online payments:

• UPI reference details
• Transaction IDs
• Wallet/Payment gateway processing results

1.5 Device & Network Information

To ensure app security and performance:

• Device model
• OS version
• App version
• IP address
• Network type
• Mobile identifiers

1.6 Communication Data

We store information exchanged via:

• In-app chat
• Customer support calls
• SMS/WhatsApp notifications

This helps resolve disputes and maintain safety.

2. HOW WE USE CUSTOMER INFORMATION

Your information is used for the following purposes:

2.1 To Provide Ride Services

• Allocate drivers
• Share necessary details with drivers
• Calculate trip distance & fare
• Ensure smooth trip experience

2.2 Safety & Security

• Verify identity
• Monitor ride progress
• Prevent fraud
• Investigate complaints

Driver may see limited customer details like:

• Name
• Pickup location
• Contact number (masked where possible)

2.3 Communication

We may contact you for:

• Booking updates
• Trip cancellations
• Payment alerts
• Offers & promotions
• Account-related notices

2.4 Improving the Platform

We use analytics to:

• Fix bugs
• Optimize driver allocation
• Improve navigation
• Enhance safety features

2.5 Compliance with Law

We share information only if required:

• To respond to legal notices
• For police investigations
• To prevent fraud or misuse

3. INFORMATION WE SHARE

We never sell your personal data.

We only share information where necessary.

3.1 With Drivers

A driver can see:

• Your Name
• Pickup location
• Drop location (after accepting ride)
• Your masked phone number
• Special instructions

This sharing is essential for service delivery.

3.2 With Third-Party Service Providers

We partner with:

• Payment gateways
• SMS/Email providers
• Customer support platforms
• Verification & analytics tools

These providers follow strict data confidentiality obligations.

3.3 With Government Authorities

We may share data if:

• Mandated by law
• Required for police inquiry
• Needed to prevent fraud or safety threats

4. DATA STORAGE & SECURITY

We use advanced security standards:

• Encrypted data transmission
• Secure server storage
• Restricted internal access
• Continuous security monitoring

However, no online platform can guarantee 100% security.

5. CUSTOMER RIGHTS

You have the right to:

• Access your personal data
• Modify/Update incorrect details
• Request deletion of your account
• Download trip and transaction history

Some data will be retained due to legal requirements.

6. DATA RETENTION POLICY

We retain data for as long as needed:

Data Type	Retention Period
Active account information	While account is active
Trip & transaction history	As per tax law (5–7 years)
Deleted account information	Limited period for legal compliance
Complaint & dispute data	Until case resolution

7. CUSTOMER RESPONSIBILITIES

You agree to:

• Use real and accurate information
• Keep OTPs & account secure
• Not misuse driver information
• Not engage in fraudulent activities
• Not harass or threaten drivers

8. CHILDREN'S PRIVACY

The service is not intended for individuals under 18 years of age.

9. COOKIES & TRACKING TECHNOLOGIES

We may use:

• Cookies
• Analytics tools
• Crash and performance logs

These enhance user experience and app performance.

10. POLICY UPDATES

We may update this policy periodically.

You will receive notifications for:

• Important policy changes
• Security updates
• Feature changes

Continued use of the app means you accept the updated policy.

11. CONTACT INFORMATION