Terms and Conditions

Effective Date: September 14, 2026 Last Updated: September 14, 2026

1. Acceptance of Terms

Welcome to Ryde, a mobility and logistics platform operated by SSB PrimeRyde Services LLP ("Company", "we", "us", or "our"), a Limited Liability Partnership registered in India.

By downloading, installing, or using the Ryde Customer App ("App"), you ("User", "Customer", "you") agree to be legally bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, do not use the App.

These Terms apply to all services available on the Ryde platform, including:

Ride Hailing – On-demand cab and auto-rickshaw booking
Parcel Delivery – Express door-to-door package delivery
Scheduled Trips – Pre-booked rides at a selected future time
PrimeRyde Wallet – In-app wallet for payments, refunds, and rewards

2. Eligibility

To use Ryde, you must:

Be at least 18 years of age.
Possess a valid Indian mobile phone number capable of receiving OTP verification.
Have the legal capacity to enter into a binding contract under the Indian Contract Act, 1872.
Not be barred or suspended from using the platform by us or any court of law.

By using the App, you represent and warrant that all of the above conditions are met.

3. Account Registration

You must register an account using your mobile phone number, verified via a One-Time Password (OTP).
You are responsible for maintaining the confidentiality of your account.
You agree to provide accurate, current, and complete information during registration and to update it as necessary.
You are solely responsible for all activities that occur under your account.
You must notify us immediately at support@primeryde.in if you suspect unauthorized use of your account.
We reserve the right to suspend or terminate your account if any information you provide is found to be false, inaccurate, or misleading.

4. Services Description

4.1 Ride Hailing

Ryde connects you with independent driver partners ("Drivers") for on-demand transportation. We act as a technology intermediary platform and are not a transportation company. The contract for the actual transportation service is between you and the Driver.

4.2 Parcel Delivery

You may book a Driver to pick up and deliver a parcel on your behalf. You are responsible for ensuring the parcel contains lawful items only (see Section 9 – Prohibited Use).

4.3 Scheduled Trips

You may pre-book a ride for a future date and time. The scheduled booking will be dispatched to available Drivers approximately 30 minutes before your scheduled departure time.

4.4 Wallet System

Your PrimeRyde Wallet has two components:

Main Wallet: Topped up via Razorpay (UPI, cards, net banking). Used for fare payment and receives refunds.
Bonus Wallet: Credited via referral bonuses, promotional offers, and coupons. Cannot be withdrawn to a bank account. Used only for ride fare deductions.

5. Fares, Billing & Payments

5.1 Fare Calculation

Fares are calculated based on:

Base Fare: A fixed starting amount per vehicle category.
Distance Fare: Per-kilometre rate multiplied by trip distance.
Time Fare: Per-minute rate during the trip.
Booking Fee: A fixed platform convenience fee.
Surge Multiplier: Fares may be higher during periods of high demand or bad weather. The surge multiplier will be displayed before booking confirmation.
Taxes: Applicable GST or other statutory charges as per Indian law.

5.2 Fare Estimate

The fare shown before confirming a booking is an estimate. The final fare may vary based on actual distance, route taken, wait time, or applicable charges. You will be shown the final fare at the end of the trip.

5.3 Payment Methods

PrimeRyde Wallet (Main and/or Bonus balance)
Razorpay – UPI, Debit/Credit Cards, Net Banking
Cash (where enabled for the selected vehicle category)

5.4 Failed Payments

If a digital payment fails after trip completion, the outstanding amount must be settled within 24 hours. Repeated non-payment may result in account suspension.

6. Cancellation & No-Show Policy

6.1 Rider Cancellation

Cancellations made within 2 minutes of a Driver accepting your booking are free of charge.
Cancellations made after 2 minutes may attract a cancellation fee (as displayed in the App for your selected vehicle category) to compensate the Driver for lost time and travel.
For Scheduled Trips, cancellation must be done at least 30 minutes before the scheduled departure to avoid a cancellation fee.

6.2 Driver Cancellation

If a Driver cancels your ride, no charge will be applied to you. We will attempt to find you another available Driver.

6.3 No-Show Policy

If you are not present at the pickup location within 5 minutes of the Driver's arrival (as confirmed via the Driver's arrival notification), a no-show fee may be applied. The Driver may cancel the trip after waiting for a reasonable period.

7. Refund Policy

Refunds for eligible cancellations, overcharges, or failed digital transactions are credited to your PrimeRyde Main Wallet within 24 hours of the refund being approved.
Refunds to the original payment source (bank account/card) are available on request and may take 5–7 business days.
Bonus Wallet credits are non-refundable and non-transferable.
Disputes regarding fares must be raised within 48 hours of the trip via the in-app support feature.
Refunds will not be processed for:
- Cancellations made after the free cancellation window.
- Trips completed as booked where no dispute was raised in time.

8. Coupons & Referral Program

8.1 Coupons

Discount coupons may be applied at the time of booking.
Each coupon has specific terms (minimum fare, eligible vehicle type, one-time use, expiry date) that will be displayed before application.
Coupons cannot be combined unless explicitly stated.
We reserve the right to cancel or revoke a coupon if we suspect misuse or fraud.

8.2 Referral Program

You earn a Bonus Wallet credit when a new user signs up using your referral code and completes their first trip.
Referral bonuses have an expiry date and are subject to change without prior notice.
Abuse of the referral system (creating fake accounts, fraudulent referrals) will result in permanent account suspension and forfeiture of all bonuses.

9. User Responsibilities & Prohibited Conduct

You agree not to:

Use the App for any unlawful purpose or in violation of any applicable laws.
Use a Ryde vehicle to transport illegal goods, controlled substances, weapons, or any item prohibited by law.
Threaten, abuse, harass, or discriminate against any Driver or other user.
Damage any vehicle belonging to a Driver partner.
Attempt to circumvent the platform by making payment arrangements with Drivers outside the App.
Use the App to conduct fraudulent transactions or misuse coupons/referrals.
Use automated tools, bots, or scripts to access the App.
Create multiple accounts to obtain fraudulent discounts or bonuses.

Violation of these conditions may result in immediate account suspension, legal action, and/or reporting to appropriate authorities.

10. Safety – SOS Feature

The Ryde App includes an SOS (Emergency) Button on the trip tracking screen.
Activating SOS will share your real-time location with your pre-selected emergency contact and/or local emergency services.
You are responsible for designating an accurate and reachable emergency contact from your phone contacts.
The SOS feature is provided as a safety aid and does not guarantee emergency response times. Always call 112 (India National Emergency) in a life-threatening situation.

11. Rating System

After every completed trip, you may rate your Driver from 1 to 5 stars.
Drivers may also rate you. Consistently low ratings from Drivers may result in restrictions on your account.
Ratings are anonymous and used solely to maintain service quality.

12. Driver Partners – Independent Contractors

Drivers on the Ryde platform are independent contractors, not employees, agents, or representatives of SSB PrimeRyde Services LLP.
We do not control or direct the manner in which Drivers provide transportation services.
We are not liable for the acts or omissions of any Driver during a trip, including accidents, delays, or loss of property. However, we will assist in dispute resolution to the best of our ability.

13. Limitation of Liability

To the maximum extent permitted by applicable law, SSB PrimeRyde Services LLP shall not be liable for:

Any indirect, incidental, special, consequential, or punitive damages.
Loss of data, revenue, profits, or goodwill.
Personal injury or property damage arising from your use of the App or any trip.
Any service interruptions, delays, or errors in the App.
Acts of third parties, including Drivers, payment processors, or network providers.

Our total aggregate liability to you shall not exceed the amount paid by you for the specific trip or service that gave rise to the claim.

14. Indemnification

You agree to indemnify, defend, and hold harmless SSB PrimeRyde Services LLP, its partners, officers, employees, and affiliates from and against any claims, liabilities, damages, losses, and expenses (including legal fees) arising out of or in connection with:

Your use of the App or any service.
Your violation of these Terms.
Your violation of any applicable law or regulation.
Any false or misleading information provided by you.

15. Intellectual Property

The Ryde App, logo, trademarks, design, and all content ("Intellectual Property") are owned by or licensed to SSB PrimeRyde Services LLP.
You are granted a limited, non-exclusive, non-transferable, revocable licence to use the App solely for personal, non-commercial purposes.
You may not copy, modify, distribute, sell, or reverse-engineer any part of the App or its content.

16. Privacy

Your use of the App is governed by our Privacy Policy (available within the App and at www.primeryde.in/privacy), which is incorporated into these Terms by reference. By using the App, you consent to the data practices described in our Privacy Policy.

17. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India.
Any disputes arising out of or in relation to these Terms shall first be attempted to be resolved amicably through our customer support at support@primeryde.in.
If not resolved within 30 days, disputes shall be subject to the exclusive jurisdiction of the courts in [insert city, e.g., Kolkata / Mumbai], India.

18. Changes to These Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes via:

An in-app notification, or
A notification upon next login.

Your continued use of the App after the effective date of the updated Terms constitutes your acceptance of the changes. If you do not agree, you must discontinue use of the App.

19. Termination

You may terminate your account at any time by requesting account deletion via Settings → Account → Delete Account in the App.
We reserve the right to suspend or permanently terminate your account for violation of these Terms, fraudulent activity, or any conduct deemed harmful to other users, Drivers, or the platform.
Upon termination, your right to use the App immediately ceases. Any remaining Main Wallet balance at the time of account deletion may be refunded upon verified request within 30 days.

20. Grievance Redressal

In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer are as follows:

Grievance Officer: [Name of Designated Officer] SSB PrimeRyde Services LLP Email: support@primeryde.in Response Time: Within 48 business hours of receiving a complaint.

21. Contact Us

For any questions, complaints, or feedback regarding these Terms, please contact:

SSB PrimeRyde Services LLP Email: support@primeryde.in Website: www.primeryde.in

These Terms and Conditions are effective as of September 14, 2026 and apply to the Ryde Customer App (Package: in.primeryde.customer).