Privacy PolicyPrivacy Policy

RideNova collects personal information that is reasonably necessary to provide, maintain, secure and improve our services, support riders and Drivers, prevent fraud and abuse, and comply with applicable laws.

Account information

We may collect your name, phone number, email address, profile photo, preferred language, city and other account or profile information that you provide. Drivers may also be required to provide identity, driving and vehicle-related documents, such as a driving licence, vehicle registration and insurance information, together with photographs or other information used for identity, driver and vehicle verification, safety, fraud prevention and compliance with applicable requirements.

Location information

We may collect precise or approximate location information from your device, including when you use location-based features, select or confirm a pickup or drop-off location, request or provide a ride, or otherwise use features that require location information. For Drivers, location information may be collected while they are online or providing a ride so that RideNova can identify nearby ride requests, support trip operations, improve safety and provide location-based services.

Trip information

We may collect information relating to your rides, including pickup and drop-off locations, route information, distance and duration, date and time, ride type, fare, tolls, waiting charges, cancellation information, ratings, feedback, complaints and lost-and-found or incident reports.

Device and app information

We may collect information about the device and software you use to access RideNova, including device model, operating system, app version, language, mobile network information, IP address, crash reports, diagnostic information, logs and device or session identifiers used for authentication, security, fraud prevention and abuse detection

Payment and transaction information

Payments may be processed by third-party payment service providers. RideNova may receive limited payment and transaction information, such as payment status, payment method, transaction identifiers and limited payment details needed for reconciliation, customer support, fraud prevention and recordkeeping. RideNova does not store full payment card numbers or card security codes where those details are handled directly by our payment service providers.

Communications and support information

When riders and drivers communicate through RideNova, we may process information relating to those communications, such as the date, time, participants and other metadata. We may also process messages or other communication content where necessary to provide the service, investigate incidents, resolve disputes or provide customer support. We may collect information that you provide when contacting customer support, including complaints, requests, feedback, attachments and other information necessary to resolve your issue.

Safety, incident and verification information

Where applicable, we may collect information relating to safety events, emergency requests, complaints, incidents, accidents, identity verification, driver verification and investigations carried out to protect riders, drivers and the RideNova platform.

Information provided by other people

We may receive information about you from other people or entities, such as a person who books a ride on your behalf, a rider or driver who reports an incident, an emergency contact, or another person who interacts with RideNova in connection with your use of our services.

Website and technical information

When you visit the RideNova website, we may collect technical information such as IP address, browser type, device information, pages viewed, referring pages, approximate location and information collected through cookies or similar technologies. Our use of cookies and similar technologies is described in our Cookie Policy, where applicable.

RideNova uses personal information to provide, maintain, secure, improve and support the services offered through the platform. We use the information we collect for the following purposes:

• Creating, verifying and maintaining your account, and keeping you signed in on your device.
• Matching ride requests with nearby drivers, dispatching trips and coordinating trip operations.
• Estimating arrival times, routes and fares, and calculating the final amount payable for a trip.
• Processing payments, issuing receipts and handling refunds, adjustments, chargebacks and payment-related disputes.
• Providing customer support and responding to inquiries, complaints, incidents and lost-and-found reports.
• Verifying driver identity, driver documents and vehicle information before a driver is permitted to provide services through the platform.
• Detecting, investigating and preventing fraud, abuse, unauthorized activity, unsafe conduct and other misuse of the platform.
• Supporting safety features, investigating incidents, responding to emergencies and helping protect riders, drivers and the RideNova platform.
• Protecting user accounts, preventing unauthorized access and maintaining the security of our systems, applications and services.
• Sending service-related communications regarding trips, account activity, security alerts, updates to our services and other important operational notices.
• Analysing service usage, demand patterns and operational performance to improve service availability, user experience, coverage areas and platform efficiency.
• Resolving disputes, enforcing our policies, maintaining business records and complying with applicable legal, regulatory and compliance requirements.
• Complying with applicable laws, legal processes and lawful requests from government authorities or regulatory bodies.

RideNova does not sell personal information and does not share personal information with third parties for their own advertising purposes. We may share information only in the situations described below.

With Drivers and Riders

To provide and complete a trip, certain information is shared between riders and drivers. A driver may see information such as the rider’s name, pickup and drop-off locations and rating. A rider may see the driver’s name, photo, rating, vehicle details and number plate. RideNova uses number-masking features where available to help protect contact information.

With Service Providers

We may share information with trusted third-party service providers that help operate the platform, including hosting, maps, communications, payment processing, identity verification, analytics and customer support. These providers are required to use the information only for the services they perform on our behalf.

For Safety, Security and Legal Reasons

We may disclose information where reasonably necessary to protect the safety of riders, drivers or the public, investigate fraud or misuse of the platform, respond to emergencies, comply with applicable laws, or establish, exercise or defend legal claims.

In a Corporate Transaction

If RideNova is involved in a merger, acquisition, financing, restructuring or sale of assets, personal information may be transferred as part of that process. Where required, we will provide notice before personal information becomes subject to a different privacy policy.

When You Ask Us To

We may share information when you request or authorize us to do so, such as when sharing trip details with a trusted contact, sending a receipt to another person, or asking support to communicate with someone on your behalf.

Location information is one of the most important types of information used by a ride-hailing platform. RideNova collects location information only as necessary to provide, operate, improve and secure its services.

When We Collect Location Information

For riders, location information may be collected while the app is open and, where permitted by your device settings, during an active trip to help maintain accurate trip tracking and navigation. For drivers, location information may be collected from the time they go online until they go offline so that RideNova can match nearby ride requests, support trip operations and provide location-based services.

Why We Collect Location Information

• To identify your location and help set accurate pickup and drop-off points.
• To match riders with nearby drivers and dispatch trips efficiently.
• To provide navigation, route guidance and estimated arrival times.
• To calculate fares, verify trip details and help resolve disputes.
• To investigate safety incidents, complaints, lost-and-found reports and other trip related issues.

Your Choices and Controls

Location permissions are managed through your device settings and may be granted, restricted or withdrawn at any time. Riders may still be able to use certain features by manually entering locations, although some services, trip accuracy and arrival estimates may be affected. Drivers must enable the required location permissions in order to receive and complete ride requests through the RideNova platform.

Cookies and similar technologies help keep the RideNova website and services working properly. They are used to remember preferences such as language settings, improve security, understand how visitors use the RideNova platform and help us improve performance and user experience.

The RideNova apps may use device identifiers and similar technologies for comparable purposes, including authentication, security, fraud prevention and service functionality.

Some cookies and technologies are necessary for the operation of the website and apps, while others help us analyse usage and improve our services. Where required, users will be given a choice regarding the use of non-essential cookies and similar technologies.

RideNova keeps personal information only for as long as it is reasonably necessary to provide its services, comply with legal and regulatory obligations, resolve disputes, investigate incidents and protect the security and integrity of the platform.

Account Records

Account information is generally retained while an account remains active. When an account is closed, deletion or anonymisation begins for information that is no longer required for legitimate business, legal, safety or compliance purposes.

Trip and Payment Records

Trip and payment information is retained for a period of time after a trip is completed so that receipts, refunds, fare disputes, fraud prevention, legal obligations and safety investigations can be properly handled.

Support Information

Support requests, complaints and related communications may be retained for a period of time to help us provide customer support, investigate issues and understand recurring problems.

Driver Documents

Driver and vehicle verification information is retained while a driver is active on the RideNova platform and for a period afterwards where necessary for legal, regulatory, safety or compliance purposes. The specific retention periods for different categories of information will be published in the launch version of this Privacy Policy. Information retained solely to meet legal, regulatory or record-keeping requirements will be used only for those purposes.

RideNova is being designed with security measures intended to help protect personal information from unauthorized access, loss, misuse, alteration and disclosure. The platform is expected to include the following safeguards at launch:

• Encryption of information in transit between the apps and RideNova systems, and encryption of sensitive information at rest where appropriate
• Access controls designed to limit access to personal information to authorized personnel who require it for their work.
• Security monitoring, logging and auditing measures to help detect and investigate unauthorized activity.
• Payment information handled through trusted payment service providers so that full payment card details do not need to be stored by RideNova.
• Number-masking and similar privacy features, where available, to help protect communications between riders and drivers.
• Verification and authentication measures intended to help secure user accounts and prevent unauthorized access.

While RideNova takes reasonable steps to protect personal information, no method of transmission, storage or processing can be guaranteed to be completely secure. If we become aware of a security incident or data breach affecting personal information, we will take appropriate steps to investigate the matter, reduce potential harm and provide any notifications required by applicable law.

RideNova believes users should have meaningful control over their personal information. Depending on applicable law and the services you use, you may have the following rights and choices.

Access and Correction

You may view and update certain account information directly through the RideNova platform. You may also request access to the personal information associated with your account and ask us to correct inaccurate or incomplete information.

Account Deletion

You may request the closure and deletion of your account. Where information must be retained for legal, regulatory, safety, fraud-prevention or record-keeping purposes, we will explain what is being retained and why.

Permissions

You may manage location, notification, camera, microphone and other device permissions through your device settings. Disabling certain permissions may affect the availability or functionality of some RideNova services.

Marketing Communications

You may opt out of promotional emails, SMS messages, push notifications and other marketing communications at any time. Essential service-related communications, such as trip updates, account notifications and security alerts, will continue to be sent where necessary.

Account Reviews and Restrictions

If your account is restricted, suspended or subject to review, you may contact us and request that the decision be reviewed. You may provide additional information that you believe is relevant to the review process.

To exercise any of these rights or make a privacy-related request, please contact us using the details provided in this Privacy Policy. We will acknowledge your request, verify your identity where necessary and respond within a reasonable period of time.

RideNova services are intended for adults and are not directed to children. We do not knowingly collect personal information from children or permit children to create RideNova accounts.

A minor may travel as a passenger where permitted by applicable law and accompanied by the adult who holds the account and is responsible for the trip.

If we become aware that personal information has been collected from a child in a manner that is not permitted, we will take reasonable steps to delete the information and, where appropriate, close the associated account.

If you believe that a child has created an account or provided personal information to RideNova, please contact us using the details provided in this Privacy Policy.

RideNova may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or business practices. When we make changes, we will update the effective date of this Privacy Policy and publish the revised version on this page.

If a change materially affects how personal information is collected, used, shared or protected, we will provide additional notice where appropriate, such as through the RideNova platform, email or other communication channels before the change takes effect.

Your continued use of RideNova services after the effective date of an updated Privacy Policy constitutes acceptance of the revised policy to the extent permitted by applicable law.

If you have any questions about this Privacy Policy, your RideNova account, or any other aspect of the RideNova platform, please contact us through our contact page or customer support channels.

For legal notices, regulatory inquiries or other formal communications, you may contact: RIDENOVA TECHNOLOGIES PRIVATE LIMITED, Hyderabad, Telangana, India. Email: support@ridenova.in

We will make reasonable efforts to respond to inquiries and requests within an appropriate timeframe.