Acceptable Use Policy

Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0

What you may and may not do on the GatiMitra platform. Required by Apple App Store Review Guideline 1.2 and supplements Terms of Service §10, Content Policy, and Community Guidelines.

#1. Spirit of this Policy

Be kind. Be lawful. Don't game the platform. Don't endanger anyone.

#2. You may

• Place orders, book rides, and send parcels for personal use.
• Review and rate restaurants, drivers, and delivery partners truthfully.
• Share referral codes with people you actually know.
• Tip drivers and delivery partners.
• Save addresses and payment methods to your account.
• Use accessibility features (audio prompts, large fonts, screen reader compatibility).
• Use legitimate offers, coupons, and subscription benefits.
• Take screenshots for your own records.

#3. You may NOT

3.1 Send / transport prohibited items via parcel

• Weapons (firearms, ammunition, knives intended as weapons, tasers).
• Explosives, fireworks, gunpowder.
• Narcotics and psychotropic substances (NDPS Act, 1985).
• Tobacco / vape products to minors.
• Live or dead animals (except service animals accompanying a rider, in passenger vehicles).
• Hazardous chemicals, radioactive materials.
• Counterfeit currency, goods, or documents.
• Stolen property.
• Cash > ₹50,000.
• Government-restricted items.
• Items requiring a special licence you don't have.

Full list maintained at https://gatimitra.com/help/prohibited-items.

3.2 Misuse food orders

• Order food intending to refuse delivery and chargeback.
• Claim "not delivered" when it was delivered.
• Stage damage to claim refunds.
• Reverse-engineer pricing for arbitrage.
• Order on behalf of bulk businesses pretending to be personal.

3.3 Misuse ride services

• Bring prohibited substances or items into a vehicle.
• Smoke, drink alcohol, or consume any intoxicant inside a vehicle.
• Damage vehicle property.
• Distract the driver in a way that endangers safety.
• Take excess passengers beyond the legal capacity of the vehicle.
• Force the driver to violate traffic laws or carry more luggage than safe.
• Use a ride to commit a crime.
• Refuse to wear a seat belt where mandated.

3.4 Misuse the customer-facing platform features

• Create accounts to spam, abuse, or game promotions.
• Use bots, scripts, or other automated tools to interact with the App, scrape data, or click ads.
• Submit fake reviews, ratings, or photos.
• Manipulate ratings by mass-reporting partners.
• Distribute malware via uploaded images or messages.
• Attempt to access another user's account.
• Probe, scan, or test security vulnerabilities without authorisation (responsible disclosure: security@gatimitra.com).

3.5 Abuse partners and staff

• Use insulting, threatening, harassing, sexual, or discriminatory language toward drivers, delivery partners, restaurant staff, or customer support.
• Make sexual advances of any kind.
• Make casteist, communal, or hate-based comments.
• Refuse service to a partner based on their religion, caste, gender, sexual orientation, or disability.
• Take photographs of partners without consent.
• Misuse the in-app call to repeatedly call or harass a partner after the trip.

3.6 Engage in payment fraud

• Use stolen / unauthorised payment instruments.
• Initiate frivolous chargebacks after enjoying a service.
• Trade in counterfeit cards or compromised credentials.
• Coordinate refund schemes with multiple accounts.

3.7 Violate intellectual property

• Upload someone else's photos, art, or content as your own.
• Use GatiMitra trademarks, logos, or branding without written permission.

3.8 Violate Indian law

Anything illegal under the IT Act 2000, Indian Penal Code / Bhartiya Nyaya Sanhita, NDPS Act, Arms Act, FSSAI Act, Consumer Protection Act 2019, Motor Vehicles Act, GST Act, DPDPA 2023, POSH Act 2013, or any other Indian law is prohibited on GatiMitra by extension.

#4. Consequences

We notify you in-app and by email when your account is restricted, and provide a reasoned explanation and appeal route.

#5. Appeals

Profile → Settings → Account → Appeal a restriction or appeals@gatimitra.com. Reviewed within 7 days by a different team than the one who imposed the restriction.

#6. Reporting abuse against users

If a driver, delivery partner, or restaurant violates this Policy toward you, see Safety Policy (for incidents) or Profile → Help → Report (for ratings / content / language). Our protections apply to you regardless of caste, gender, religion, disability, language, or destination.

#7. Cooperation with authorities

GatiMitra cooperates with law enforcement under valid legal process (notice u/s 91 CrPC, court orders, IT Act §69) and may share account information accordingly. We notify the user where lawful.

#8. Account-takeover protection

If we detect signs of account takeover (unfamiliar device, location anomaly, suspicious purchase pattern), we may freeze the account temporarily and ask you to re-verify. This is not a violation of this Policy by you — it is a protection measure.

#9. Children

Persons below 18 cannot use ride services alone. Any attempt to bypass the age gate is a violation.

#10. Changes to this Policy

Material changes trigger a re-consent in the App. Editorial changes are silent. Effective date is shown at the top.

#11. Contact

Owner: Trust & Safety