Privacy Policy

1. What we collect

• Account: your name, mobile number (verified by OTP) and, if you give it, your email address.
• Location: for customers, your location while you use the app, to set your pickup and show nearby drivers. For drivers, your location while you are online or on a job, including when the app is in the background.
• Trips: pickup and drop points, routes and the GPS trace of each trip, times, fares, ratings and cancellation reasons.
• Parcels: the sender's and receiver's names and mobile numbers, the item type and weight, and any instructions.
• Acting driver bookings: your vehicle's type, transmission and number, the pickup point, start time and notes.
• Payments: the amount, status and reference of each payment. Card and UPI details are entered on PayU's secure page and are not stored by us.
• Drivers: vehicle details, bank account or UPI ID for payouts, and documents (driving licence, vehicle RC, Aadhaar, selfie and any optional documents). If you use DigiLocker, with your consent we receive your Aadhaar name, date of birth, gender, address and photo, and your licence details and photo. We keep only the last 4 digits of your Aadhaar number, and store the address and photos encrypted. Your selfie is compared with your licence and Aadhaar photos to confirm your identity; we keep the match result, not a facial template.
• Calls, chats and safety: masked calls are connected by our calling partner, which records their time and length (not what is said); your messages to our support team; and your location when you use SOS.
• Device: a notification token so we can send you trip updates, and your IP address and error logs on our servers.

2. Why we use it

• to create and secure your account, and verify your mobile number;
• to match customers with drivers, show live locations during a job, calculate fares and process payments and refunds;
• to verify drivers' identity, documents and eligibility, and keep customers safe;
• to pay drivers and keep the accounts that tax and other laws require;
• to provide customer support, respond to SOS alerts, and handle complaints and disputes;
• to send OTPs, trip updates and service messages;
• to prevent fraud and misuse, and improve the service.

We do not sell your personal data, or use it for third-party advertising.

3. Who we share it with

• Between customers and drivers: each sees the other's name, rating and live location during a job, and the customer sees the driver's vehicle and number. Phone numbers are never shared: calls go through a masked number. For parcels, the driver sees the sender's and receiver's names, not their numbers.
• Service providers who work for us: PayU (payments and refunds), Cashfree (driver payouts), Exotel (masked calls), our SMS provider (OTPs), Google Firebase (notifications), Ola Maps (maps, addresses and routes), DigiLocker (Ministry of Electronics and IT) and our verification partners (driver document checks), and our hosting provider.
• Authorities: the police, transport department or courts, when the law requires it or to protect someone's safety.

4. How we protect and keep your data

Data is sent over encrypted connections (HTTPS) and stored on secured servers with restricted access; sensitive driver data (Aadhaar address and photos) is encrypted. We keep account data while your account is open. Trip, payment and accounting records are kept for as long as tax, accounting and transport regulations require, even after an account is deleted.

5. Your rights

Under the Digital Personal Data Protection Act, 2023 you can:

• see and correct your details in the app, or ask us for a summary of your data;
• ask us to delete your account and data (how); records we must keep by law are kept, but no longer linked to you;
• withdraw consent you gave, for example to DigiLocker access (some services may then not be available);
• nominate someone to exercise your rights if you die or are unable to;
• complain to our Grievance Officer, and if not resolved, to the Data Protection Board of India.

To use these rights, chat with us in the app, email support@vettribus.com.in or call our Grievance Officer on +91 99445 44992. We reply within 30 days.

6. Location permissions

Customers can turn off location: you can then set your pickup by moving the map. Drivers need location on to receive requests while online; it is not used when you are offline.

7. Children

Accounts are for people aged 18 or over. A child may travel only with an adult who booked the ride.

8. Grievance Officer

Manoj Kumar, Inforge Technologies Private Limited. Phone: +91 99445 44992. Email: support@vettribus.com.in. We acknowledge complaints within 48 hours and resolve them within 15 days.

9. Changes

We may update this policy; the date at the top shows the latest version. Important changes will also be shown in the app.