Ride Guidelines

How we treat each other

These guidelines set the standard for every rider and Captain on Luvitor — in the spirit of Rajasthan's own tradition of hospitality, Atithi Devo Bhava.

What we expect from everyone

• Be on time, be reachable, and speak respectfully.
• Wear a helmet or seatbelt as applicable, and follow traffic law.
• No smoking, alcohol, or drugs during a trip.
• Captains: keep the vehicle clean and roadworthy. Riders: do not damage or litter it.

For riders

• Set an accurate pickup point and be there within the waiting window.
• Do not ask a Captain to break traffic law, take an unsafe route, or deal outside the app.
• Pay the full fare by the method you chose.
• Rate honestly — it is how good Captains get recognised.

For captains

• Accept rides you intend to complete, and start the trip only after the rider's OTP.
• Take the route the app suggests unless the rider asks otherwise.
• Charge exactly the fare shown. Never ask for more.
• Keep your documents current — an expired one takes you offline.

Zero tolerance

These lead to immediate investigation and, in most cases, a permanent ban:

• physical or sexual harassment or assault;
• threats of violence, or carrying a weapon;
• discrimination on the basis of religion, caste, gender, disability, or region;
• any illegal activity conducted through the platform.

How a complaint is handled

1. The complaint arrives — in-app, by phone, or through an SOS.
2. We take immediate safety action if needed, such as freezing an account.
3. We investigate, reviewing trip data and GPS and hearing from both sides.
4. The outcome — warning, retraining, suspension, or permanent removal — is communicated to the person reported.
5. You may appeal once, through the Help Center, within [7] days.

Both riders and Captains have the right to be heard before a permanent deactivation, except where the violation is severe — violence, weapons, or sexual misconduct — in which case the account is deactivated immediately while we investigate.

Sending a parcel

You may not send illegal substances, weapons or ammunition, cash, live animals, perishable, hazardous or flammable material, counterfeit goods, or anything prohibited under Indian law. Declare an honest value, package it properly, and expect delivery to be confirmed by OTP.