Community Guidelines

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

How to write reviews, rate partners, and engage on the GatiMitra platform — fairly and respectfully. Required by App Store Guideline 1.1.3 (user-generated content moderation) and supports IT Rules 2021 §3(1)(b).

#1. Spirit

Reviews and ratings help fellow users decide and help partners improve. Be honest, specific, and kind.

#2. Ratings & reviews — what to do

✅ Rate truthfully (1–5 stars). ✅ Add specifics — what was good, what wasn't. ✅ Stick to your own experience. ✅ Use your own words. ✅ Update your review if the partner addresses your issue.

#3. Ratings & reviews — what NOT to do

❌ Fake or paid reviews. ❌ Review-bombing (multiple coordinated low ratings to harm a partner). ❌ Insults, threats, hate speech, casteist / communal / sexist language. ❌ Sharing the partner's personal details (phone, address, family). ❌ Photos of the partner without consent. ❌ Spoilers or off-topic rants. ❌ Promotional content for competitors. ❌ Unverifiable allegations of crime — instead, report via Safety Policy.

#4. Photos in reviews

• Of the food / parcel / vehicle / damage: ✅ OK.
• Of the partner's face or licence plate: ❌ Without consent, not allowed.
• Of children or other passengers: ❌ Not allowed.
• Of personal identification of any kind: ❌ Not allowed.

#5. Tips for useful reviews

• Mention the dish you tried (food).
• Mention the route (rides).
• Mention what could be improved.
• One sentence each on quality, service, and value works wonders.

#6. Moderation

We moderate reviews using:

• Automated checks for slurs, threats, and personal data.
• Human review when an automated flag fires or a partner appeals.
• Aggregate analysis to detect coordinated patterns.

Reviews that violate this policy are removed; you are notified with the reason.

#7. Partner appeals against unfair reviews

Partners can appeal reviews that appear to violate these guidelines (e.g., harassment, off-topic). We review within 7 days.

#8. Anti-retaliation

Partners may never:

• See exactly who left a low rating.
• Refuse to accept your next ride / order because of a prior rating.
• Contact you outside the platform after the trip.

Violations lead to immediate partner suspension.

#9. In-app chat & calls

• Communicate via the in-app masked call / chat for the trip duration only.
• After completion, contact is closed automatically.
• Abuse of the chat (harassment, spam) → reported per Acceptable Use Policy.

#10. Referrals & social

• Share your referral code freely.
• Do not impersonate GatiMitra in your posts.
• Do not auto-share or mass-message via bots.
• Use the official social handles at @gatimitra for tagging.

#11. Reporting

Profile → Help → Report content or report@gatimitra.com. Identify the review, ride, order, or message. We act within 36 hours per IT Rules 2021 §3(1)(d).

#12. Updates

Material changes trigger an in-app notice. Editorial changes silent.

#13. Contact

Owner: Trust & Safety