Content Policy

Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 2.0 (supersedes the 13 May 2026 PDF Content Policy)

What you may upload, share, or display on GatiMitra — and what we will remove. Aligned with IT Rules 2021 §3(1)(b), this Policy applies to every user, merchant, and partner posting content on the platform.

This Policy is supplemented by Community Guidelines (focused on reviews / ratings) and Acceptable Use Policy.

#1. Acceptable content

You may post:

• Profile details (name, photo).
• Restaurant / partner ratings and reviews (factual, your own experience).
• Photographs of food, vehicle (your perspective), parcel damage.
• Comments / queries via customer support chat.
• Bug reports and suggestions.
• Reasonable text in delivery / pickup instructions.

#2. Prohibited content

2.1 Unlawful

• Fraud, scams, phishing.
• Counterfeit goods, stolen items.
• Solicitation of illegal services.
• Content infringing intellectual property.
• Sale or advertisement of restricted goods (alcohol to minors, tobacco, drugs, firearms).

2.2 Harmful

• Harassment, threats, doxxing.
• Hate speech (caste, religion, ethnicity, gender, sexual orientation, disability).
• Defamation, libel.
• Incitement to violence.
• Sexual harassment.

2.3 Adult / explicit

• Pornography.
• Nudity (unless medical / educational / journalistic and approved).
• Sexually explicit text or imagery.

2.4 Dangerous

• Weapons sales / how-to.
• Drug instructions, narcotics promotion.
• Explosives, terrorism.
• Self-harm encouragement (resources offered instead).
• Health misinformation that endangers life.

2.5 Technical abuse

• Malware, virus, exploit code.
• Hacking attempts.
• Spam, bot-generated content.
• Phishing links.

2.6 Privacy violations

• Sharing someone else's personal data without consent.
• Photos of a partner's face / licence plate / family without consent.
• Sharing photos of minors who aren't your own.
• Doxxing.

2.7 Deceptive

• Fake reviews / fake ratings.
• Manipulating star ratings or popularity signals.
• Impersonating GatiMitra, a partner, or another user.
• Misleading advertising.

#3. Specific to user-generated reviews

See Community Guidelines. Key rules:

• Truthful, specific, your own experience.
• No personal-identifying data of partners.
• No coordinated review-bombing.
• Photos of food / vehicle / parcel OK; of partners without consent NOT OK.

#4. Specific to partner-uploaded content (restaurants / drivers)

• Menu descriptions and prices must be accurate.
• Photos must represent the actual food / vehicle.
• FSSAI licence number must be current (food).
• Profile photo must be of the actual partner.
• No copying of competitors' content.

#5. Moderation

We use:

• Automated checks for slurs, threats, phone-numbers in reviews, weapons mentions, child-safety triggers.
• Human review when automated flags fire or appeals come in.
• Aggregate analysis to detect coordinated abuse or rating fraud.

5.1 Timing

Per IT Rules 2021 §3(1)(d):

#6. Reporting violations

Channels:

• Profile → Help → Report content
• Email: report@gatimitra.com
• IP infringement: ip@gatimitra.com (notice with proof of ownership)
• Safety: safety@gatimitra.com

We acknowledge instantly and respond within timelines per Grievance Redressal Mechanism.

#7. Appeals

Removed content → notification with reason → appeal at appeals@gatimitra.com → reviewed by a different team within 7 days.

#8. Repeat violations

#9. Notice & take-down (IP)

Email ip@gatimitra.com with:

1. Identification of the copyrighted work.
2. Identification of the allegedly infringing content (link / screenshot).
3. Your contact information.
4. Statement of good-faith belief.
5. Statement under penalty of perjury that you are the rights-holder / authorised.
6. Signature.

We act within 36 hours. False notices may result in liability.

#10. Government requests

Per IT Act §69, §69A and IT Rules 2021, we comply with valid government and court orders. Where legally permitted, we notify the affected user. Transparency report at https://gatimitra.com/transparency.

#11. Children's content

We act faster on content involving child safety. Any suspected CSAM is removed immediately and reported to NCMEC and Indian authorities (Crime Branch / Child Welfare Police Officer). See also Children's Privacy & Use Policy.

#12. Privacy

When we remove content, we retain a copy under access-controlled legal hold for evidence purposes, per legal-retention obligations.

#13. User responsibility

You confirm that content you post:

• Is your own or you have rights to it.
• Doesn't violate law.
• Doesn't infringe third-party rights.
• Is truthful (for reviews).

#14. Statutory rights

This Policy is in addition to your rights and obligations under the Information Technology Act 2000, IT Rules 2021, Bhartiya Nyaya Sanhita, Copyright Act 1957, and any other applicable Indian law.

#15. Updates

Material changes trigger in-app re-consent.

#16. Contact

Owner: Trust & Safety + Legal