Safety Policy

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

Your safety on every ride, delivery, and order — including women's safety, emergency tools, anti-harassment, and ride-incident response. Aligned with the Motor Vehicles Aggregator Guidelines, 2020 (Ministry of Road Transport & Highways).

#1. Safety pillars

1. Identity verification of every driver, delivery partner, and merchant.
2. Live tracking on every ride and delivery.
3. In-app SOS wired to local police + emergency contacts.
4. 24×7 safety team with sub-1-hour first response.
5. Anti-discrimination & anti-harassment enforcement.
6. Women-safety features with sensitivity training for partners.

#2. Before the ride / delivery

#3. During the ride / delivery — your in-app safety tools

3.1 SOS button

Visible on every active ride / delivery screen. One tap → silent alert sent to:

• 112 (India's universal emergency number)
• Up to 5 trusted contacts (set in Settings → Safety → Emergency contacts)
• GatiMitra 24×7 safety team

Your live location, vehicle number, driver/partner name, and trip ID are shared in the alert.

3.2 Share trip

Active ride → Share trip → generates a public live-tracking link valid for the trip + 2 hours. No login needed by the recipient.

3.3 Trusted contacts

Pre-register up to 5 contacts. They are automatically notified at trip start and trip end for night rides (22:00–06:00 IST) if you opt in.

3.4 Audio recording (optional, India MVAG mandate)

Available in select cities. When enabled by you, in-cabin audio is recorded for the trip duration and stored encrypted for 30 days. Accessible only by the Safety team during incident investigation.

3.5 Route deviation alert

If the trip deviates >500 m from the planned route for >2 min, we ping you in-app: "Are you okay?" → Yes / SOS.

3.6 Pickup OTP

A 4-digit OTP shown in your app and shared with the driver before the trip starts. Prevents wrong-passenger pickup.

3.7 Mid-trip stop request

You can request a stop without revealing it to the driver — Active ride → Need help → Request stop. The driver gets only the new stop point.

#4. Women-safety features

In addition to the above, women users see:

#5. After the ride / delivery

5.1 Rate & review

Rate the partner 1–5 stars + optional comment. Ratings drive partner standing and our quality monitoring.

5.2 Report an incident

Past Rides / Orders → [item] → Report Issue — categories include:

• Harassment / inappropriate behaviour
• Threatening conduct
• Reckless driving
• Vehicle condition / safety
• Theft / missing belongings (see Lost & Found Policy)
• Sexual harassment (POSH Act, 2013)
• Discrimination (see Anti-Discrimination Policy)
• Other safety concern

5.3 What happens after a report

You always receive a status update within 24 hours and resolution within 72 hours (longer if criminal investigation is involved).

#6. Anti-retaliation

A partner can never:

• See who rated them low.
• Refuse to accept your next ride / order because of your prior rating.
• Contact you after the trip except via in-app masked call.

Violations lead to immediate suspension.

#7. Sexual harassment (POSH Act, 2013)

GatiMitra has an Internal Complaints Committee under the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013. The Committee handles complaints from:

• Female users against any GatiMitra employee, driver, or delivery partner.
• Female employees against any colleague.

Complaints are confidential. Response within 24 hours; inquiry completed within 90 days per the Act.

#8. Drivers' & delivery partners' safety

We extend the same protections to our partners. Customers found to:

• Harass, threaten, or assault a partner;
• Make sexual or discriminatory comments;
• Damage vehicles or assault partners

are blocked from the platform permanently, and we assist the partner in filing police complaints.

#9. Insurance

Claim process: Past Rides → Report → Insurance claim or insurance@gatimitra.com.

#10. Accident protocol

If you are in an accident during a GatiMitra trip:

1. Tap SOS — 112 + safety team alerted.
2. We co-ordinate ambulance, hospital, family contact.
3. Cover medical assistance per insurance plan.
4. Drop the fare for that trip.
5. Investigate within 72 hours.

#11. Health-safety (COVID-19 / public-health protocols)

We follow the prevailing government advisory: mandatory masks where notified, vehicle sanitisation logs, ventilation requirements, and partner health attestations.

#12. Children & vulnerable passengers

Riders under 18 are not allowed alone in passenger rides (consent of guardian needed; see Children's Privacy Policy §5).

#13. Pets

Pets allowed only in Pet-friendly rides (filter at booking). Service animals (guide dogs for visually impaired riders) allowed in every ride per Rights of Persons with Disabilities Act, 2016 §40.

#14. Lost & found

See Lost & Found Policy.

#15. Transparency

Annual Safety Report at https://gatimitra.com/safety-report — incident counts, response times, top issue categories, women-safety metrics, partner deactivations.

#16. Government co-ordination

We co-operate with local police, women-safety helplines (1091), child helpline (1098), and CERT-In for cyber-incidents.

#17. Contact

Owner: Trust & Safety