Legal

Grievance Redressal Policy

1Contact details

Complaints can be sent to support@rydoind.in or raised through the help and support options in the RYDO apps. The same contact details are used across the website, the apps and receipts.

2Submitting a complaint

Users can report trip, payment, captain, privacy, accessibility, discrimination or other service concerns. Please include the booking reference, the date and a brief description. RYDO will never ask for a password, UPI PIN, card PIN or one-time password as part of complaint handling.

3Acknowledgement and investigation

RYDO logs complaints, acknowledges them where required or practical, and routes urgent safety, fraud or privacy issues to the appropriate team promptly. RYDO reviews the relevant booking, payment or support records and asks for extra information only when necessary.

4Decision and escalation

RYDO explains the outcome, any action that can appropriately be disclosed and the next step if the user disagrees. If resolution is delayed, RYDO explains the reason and the expected next step. RYDO meets statutory deadlines and provides any legally required escalation route.

5Privacy complaints

Privacy and personal-data complaints are handled by a person or team authorised to do so. RYDO verifies a requester proportionately, avoids collecting unnecessary additional data, records the resolution and meets applicable statutory deadlines.

6Response timelines

RYDO responds to complaints within the timelines required by applicable law. RYDO monitors pending complaints, escalates overdue cases and keeps a record of acknowledgements, evidence reviewed, decisions and dates.

7Confidentiality and improvement

Complaint records are restricted to staff who need them to resolve the issue. RYDO reviews complaint trends to identify repeated app, payment, training or service problems and records the corrective action taken.

8Non-retaliation and fair handling

A person will not be punished merely for making a good-faith complaint. RYDO may take proportionate action against proven fraud, threats or deliberate abuse, and distinguishes such conduct from a genuine complaint or disagreement.

9External escalation

Where applicable, RYDO will tell users which competent consumer, transport, privacy or other authority they can approach, and any required grievance route, if they are not satisfied with RYDO’s response.