SAFETY POLICY
Last updated: 1 September 2026
This Policy sets out the safety framework maintained across the eZway platform to promote a secure and trustworthy environment for Hosts and Guests.
- "Company", "Platform", "Host", "Guest", and "Ride" shall bear the meanings assigned to them in the Terms and Conditions.
- "Safety Feature" means any function made available on the Platform designed to enhance the safety of Users during a Ride, including those described in this Policy.
This Policy sets out the safety framework maintained by the Company to promote a secure and trustworthy environment for Hosts and Guests, and describes the extent and limitations of the safety measures provided.
Every User is required to complete mobile number and Aadhaar verification, and every Host is additionally required to complete driving licence and vehicle registration certificate verification, prior to full access to the Services, as more particularly described in the Terms and Conditions.
The location of the vehicle is tracked in real time from the commencement of a Ride until its completion and is visible to both the Host and the Guest, and, where activated, to designated emergency contacts.
The Platform provides a one-tap emergency alert function which, when activated, transmits the User’s live location to designated emergency contacts and to the Company’s monitoring team for appropriate action, which may include alerting local law enforcement authorities.
A User may designate one or more emergency contacts within the Platform, and may share a live trip link with such contacts, enabling them to view the User’s real-time location during a Ride.
A Ride shall commence only upon the Guest sharing with the Host a one-time password generated by the Platform, thereby confirming that boarding is occurring in respect of the correct, matched Ride.
Following each Ride, the Host and the Guest may rate and provide feedback on one another. Ratings falling below a threshold determined by the Company shall trigger review and may result in restriction or suspension of the concerned account.
A User may report a Ride or another User through the Platform’s in-application reporting feature, specifying the nature of the concern, including safety incidents, harassment, or fraudulent conduct.
Upon receipt of a report, the Company shall undertake a reasonable investigation, which may include reviewing trip data, communications exchanged through the Platform, and statements from the parties concerned, and shall take such action as it considers appropriate, including warning, suspension, or termination of the concerned account.
The Company may suspend or terminate an account with immediate effect where a safety violation is substantiated, without prejudice to the Company’s right to report the matter to law enforcement authorities.
The Company maintains a zero-tolerance approach towards harassment, violence, discrimination, and any conduct that endangers the safety or dignity of a User, and any substantiated instance of such conduct shall result in permanent termination of the offending User’s account.
The Platform offers a women-only ride preference feature enabling female Guests to indicate a preference for travel with female Hosts, and enabling female Hosts to indicate the gender of Guests they are willing to transport, subject to the general matching and safety framework described in this Policy.
The Safety Features described in this Policy are provided on a reasonable-efforts basis using currently available technology and are subject to inherent limitations, including network connectivity failures, device malfunction, and the possibility of deliberate circumvention by a User. The Company does not guarantee the prevention of any incident and does not warrant continuous, error-free operation of any Safety Feature.
Each User remains independently responsible for exercising reasonable personal judgment and caution before and during a Ride, and the availability of Safety Features does not absolve a User of this responsibility.
The Company shall cooperate with law enforcement and judicial authorities in connection with any investigation concerning a safety incident, including by providing relevant Platform data pursuant to a lawful request.
The Company may amend this Policy at any time by publication on the Platform.
This Policy shall be governed by the laws of India, and courts at Vizianagaram, Andhra Pradesh shall have exclusive jurisdiction.
By using the Platform, the User confirms unconditional acceptance of this Policy.