This Privacy Policy explains how Urben Rider (referred to as “Urben Rider”, “we”, “us” or “our”) handles personal data when you use our rider app, Captain app, website, support channels and related mobility platform services.
1. Scope and roles
This policy applies to riders, prospective and active captains, website visitors, support contacts and other people whose data is processed through the platform. It should be read with the Terms of Use and any city-specific notice shown in the app.
Depending on the service structure and applicable law, Urben Rider may act as the party deciding how data is processed, while payment, map, communication, identity-verification and other providers may process data under their own terms.
2. Information we collect
Rider account and profile
- Name, mobile number, email address, profile image and login or verification records.
- Emergency contact or trip-sharing information when you choose to provide it.
Captain and vehicle information
- Identity, date of birth, contact, photograph and address-related information.
- Driving licence, vehicle registration, permits, insurance, background verification, tax and bank or payout details.
- Availability, acceptance, cancellation, trip, quality, rating and support records.
Location and trip information
- Precise or approximate location, pickup, destination, route, timestamps, distance, waiting time and trip status.
- For captains, location may be collected while online or during an active trip, subject to app settings and permissions.
Payment and transaction information
- Fare, fees, discounts, payment method type, transaction identifiers, refund and settlement records.
- Card, bank or wallet credentials may be collected directly by the relevant payment provider rather than stored by Urben Rider.
Device, usage and communications
- IP address, device and app identifiers, operating system, app version, crash and security logs, notification token and interaction data.
- Support messages, call or chat metadata, ratings, complaints, reports, uploaded photographs or documents and survey responses.
3. Where information comes from
- Directly from you when you register, book, apply, upload documents, pay, contact support or exercise a privacy choice.
- Automatically from your device and use of the website or apps, subject to permissions and settings.
- From riders and captains involved in the same trip, including ratings, reports and trip information.
- From payment, identity, map, communication, fraud-prevention, background-verification and public-authority sources where lawful.
4. How we use information
- Create and secure accounts; verify mobile numbers, identity, eligibility, vehicles and documents.
- Receive, match, route, operate and record ride requests.
- Calculate or display fares, process payments, settlements, refunds, taxes and financial records.
- Provide support, investigate incidents, resolve disputes and enforce platform rules.
- Detect fraud, account misuse, unsafe conduct, technical failures and security threats.
- Send transactional notifications and, with the required permission, service updates or marketing.
- Analyse performance, improve accessibility, reliability, safety and product design, and develop new features.
- Comply with law, lawful requests, licences, audits, insurance, tax and regulatory obligations.
Where consent is required, you may withdraw it through device settings, app controls or by contacting us. Withdrawal does not affect processing already carried out and may limit features that need the relevant data.
5. Location data and device permissions
Location is central to ride matching, pickup, navigation, trip records, safety review and fare calculation. The rider app may request location while you use the app. The Captain app may request foreground and background location while a captain is online or completing a trip.
You can control permissions in your device settings, but turning off a required permission may prevent booking, matching, navigation, trip verification or safety functions. Camera, photo-library, notification, phone and other permissions are requested only for the related feature.
7. Retention and deletion
| Data category | General retention approach |
|---|---|
| Account and profile | While the account is active and for a reasonable period after closure to complete deletion, resolve disputes and meet legal duties. |
| Trip, payment, tax and settlement records | For the period required by tax, accounting, transport, insurance, fraud-prevention and dispute laws. |
| Captain verification and compliance records | During onboarding and service, plus the period needed for regulatory, safety, audit and dispute purposes. |
| Support and safety records | As needed to investigate, prevent repeat harm, respond to claims and improve support. |
| Technical and security logs | For a limited period based on operational, security and fraud-prevention need. |
When retention is no longer necessary, data is deleted or anonymised. A deletion request does not require deletion of information that must lawfully be retained, is needed to protect safety or legal rights, or cannot reasonably be linked back to you after anonymisation.
8. Security
We use administrative, technical and organisational safeguards designed to protect personal data, including access controls, secure transmission where appropriate, monitoring, backups and vendor controls. No internet, device or storage system can be guaranteed completely secure. Protect your device, use trusted software and never share passwords or OTPs.
9. Your privacy choices and rights
Subject to applicable law and verification, you may request access, correction, deletion, a copy of certain data, withdrawal of consent, communication preferences or grievance review. You can also manage device permissions and notification settings.
Submit a request on the Privacy Choices page or email privacy@urbenrider.com. To protect accounts, we may ask for information reasonably needed to verify identity and authority.
10. Children
The platform is not intended for a person who cannot legally enter these Terms or independently use the service under applicable law. A parent or guardian must not create an account for a child where prohibited. Contact us if you believe a child’s data was provided improperly.
11. Processing in other locations
Service providers and technical systems may process data in India or other countries. Where data moves across borders, we use contractual, technical or other measures required by applicable law.
12. Changes to this policy
We may update this policy to reflect product, legal or operational changes. The current version and effective date will be posted here. Material changes may also be communicated through the app or other appropriate channels.
13. Contact and grievance handling
Privacy requests: privacy@urbenrider.com
Grievance contact: grievance@urbenrider.com
General support: support@urbenrider.com
Please include your registered mobile number or email and the nature of the request. Do not send passwords, OTPs or full payment credentials.