Get a driver for your car in 30 minutes.

THIS DOCUMENT IS AN ELECTRONIC RECORD IN TERMS OF INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER AS APPLICABLE AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000.

These Terms & Conditions ("Terms") constitute a binding agreement between you and Ritzy. They govern your access to and use of Ritzy's website, mobile application, and related services, including self-drive rentals and chauffeur-driven services (collectively, the "Ritzy Platform").

By clicking Accept, creating an account, making a booking, or using the Ritzy Platform, you agree to these Terms and the Privacy Policy, plus any city-specific fee schedules, product-level policies, and guidelines published on the Ritzy Platform (collectively, the "Policies").

If these Terms conflict with a Policy, these Terms prevail, except where privacy/consumer law mandates otherwise.

1. DEFINITIONS

1.1. Account: user account registered on the Ritzy Platform.

1.2. Booking: a confirmed order for a Vehicle or chauffeur service.

1.3. Customer/you: the individual creating an Account and/or making a Booking.

1.4. Driver: A trained driver engaged to drive the Customer's vehicle.

1.5. Operational Partner: independent third party engaged to fulfil services via the Ritzy Platform.

1.6. Ritzy Provided Service: a service fulfilled directly by Ritzy.

1.7. Partner Provided Service: a service fulfilled by an Operational Partner.

1.8. Vehicle: the motor vehicle owned, hired, or otherwise lawfully possessed by the Customer and handed over to the Driver for the Booking.

2. ELIGIBILITY & LEGAL CAPACITY

2.1. You must be 18 years or older, of sound mind and legally competent to contract under the Indian Contract Act, 1872.

2.2. If you accept these Terms on behalf of another person/entity, you represent that you have lawful authority to bind such person/entity, and that they accept these Terms.

2.3. Persons under 18 may not create an Account or book services. A minor may travel only as a passenger on a Booking made by a parent/legal guardian who assumes full responsibility and supervision.

3. REGISTRATION & ACCOUNT

3.1. You agree to provide true, accurate, current and complete information and to update it from time to time.

3.2. We may require KYC verification (e.g., DL, PAN, Aadhaar, Selfie match). Failure to complete/maintain KYC can lead to denial of service, suspension, or termination.

3.3. You may open only one Account tied to your own mobile/email/KYC. Multiple/alias Accounts are prohibited.

3.4. You are responsible to (a) download the correct Ritzy app from official app stores; (b) keep credentials confidential; (c) you are liable for all activity under your Account.

3.5. We may suspend/terminate your Account/access for policy violations, suspected fraud/misuse, chargebacks, abusive conduct, or as required by law. Outstanding dues and accrued rights survive.

4. BOOKING, PRICING & PAYMENT

4.1. Prices, taxes, fees, deposits, km/hour limits and other charges are displayed at the time of Booking and may vary by city, time and demand.

4.2. You authorize Ritzy to process payments through approved methods (UPI/cards/net banking/wallet). On payment failure or reversal, Ritzy may cancel/suspend the Booking and recover dues.

4.3. Tax invoices will be issued by Ritzy Mobility Private Limited (Ritzy Provided Services) or by the relevant Operational Partner (Partner Provided Services), as applicable.

4.4. Any in app wallet/credits are non-interest-bearing, non-transferable and may be subject to expiry. Unused cash top ups may be refunded to the original source subject to deduction of outstanding dues and applicable law.

4.5. You authorize Ritzy to set off outstanding amounts against deposits, wallet balances or future payouts/credits.

5. HANDOVER OF VEHICLE TO THE DRIVER

5.1. You must hand over the vehicle in roadworthy condition, with valid documents (RC, insurance, PUC) and adequate fuel.

5.2. You may, at your discretion, record photos or a video of the vehicle before handing it to the Driver.

5.3. Drivers may refuse to operate an unsafe or mechanically unsound vehicle.

5.4. Trip start and end times will be recorded through the Ritzy app.

6. USE & RESTRICTIONS

6.1. The Driver will operate your vehicle strictly for the duration and route of the Booking.

6.2. Prohibited uses: Illegal activities or unsafe routes, Transporting hazardous materials, Overloading passengers, Providing rides for hire/reward.

6.3. Drivers may decline Intoxicated passengers, Dangerous or unlawful instructions, Driving beyond the permitted seating capacity.

6.4. You must ensure your vehicle complies with all legal requirements under the Motor Vehicles Act, 1988.

7. WAITING, TOLLS, PARKING & ROUTE

7.1. Chauffeurs wait for a grace period shown in app; waiting charges apply thereafter.

7.2. Unless stated otherwise, you bear tolls, parking, and state entry permits.

7.3. Chauffeurs may decline unsafe routes, unlawful requests or over-capacity travel.

8. EXTENSIONS, CANCELLATIONS & NO SHOWS

8.1. Extensions are subject to availability and billed at then applicable rates. Failure to extend yet returning late may attract late/overage fees.

8.2. You may cancel in app before start time. A cancellation/convenience fee may apply depending on the stage (post assignment, post arrival, etc.).

8.3. If you are unreachable or absent beyond the grace period, the trip may be marked No Show and minimum charges may apply.

8.4. City specific slabs for cancellation, no show and waiting are displayed in app and form part of these Terms.

9. INCIDENTS, INSURANCE, DAMAGE & LOSS

9.1. In case of accident, theft, fire, breakdown or damage, ensure safety; contact emergency services/police as required; notify Ritzy via in-app SOS/support; obtain FIR/spot survey where mandated.

9.2. Your vehicle's insurance applies. Ritzy does not provide insurance for customer vehicles.

9.3. The Driver is responsible for damage caused directly due to his proven driving negligence.

9.4. You are liable for pre-existing damage/loss/missing accessories, mechanical failures, insurance compliance and FIR/claim formalities (if applicable).

10. FINES, TOLLS & PERMITS

You are responsible for fines, challans, or legal obligations arising from Violations attributable to your vehicle, Missing/expired documents, Illegal modifications. If a challan is attributable to the Driver's clear driving error, Ritzy will assist in resolving it.

11. SAFETY & SOS

Drivers are trained in safe driving practices. Customers must not misuse the SOS feature. Ritzy may take appropriate action (including account suspension) for misuse, harassment, or abusive behaviour.

12. CONTENT, REVIEWS & ACCEPTABLE USE

You may submit ratings, reviews and feedback. You grant Ritzy a non-exclusive, royalty-free licence to use such content to operate and improve the service. Abusive, discriminatory, threatening, pornographic or unlawful content is prohibited.

13. PLATFORM LICENSE & PROHIBITED CONDUCT

Subject to these Terms, Ritzy grants you a limited, non-exclusive, non-transferable, revocable license to use the Ritzy Platform for personal, non-commercial purposes. You will not copy, reverse engineer, bypass security/OTP/geofences, upload malware, attempt unauthorized access, use bots or automated tools, engage in fraudulent bookings or use the Platform to send unsolicited communications.

14. PROMOTIONS, COUPONS & REFERRAL PROGRAMS

Promotional codes/credits are single use, non cashable and subject to expiry/terms. Ritzy may cancel/withhold benefits in case of suspected fraud/abuse or policy violation.

15. WARRANTIES & SERVICE DISCLAIMER

Services are provided on an "as is" and "as available" basis. To the fullest extent permitted by law, Ritzy disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title and non infringement. We do not warrant uninterrupted, timely, secure or error free operation or immediate rectification of defects.

16. LIMITATION OF LIABILITY

To the maximum extent permitted by law, Ritzy will not be liable for any indirect, incidental, special, exemplary or consequential damages (including loss of profits, revenue, data or goodwill). Subject to mandatory consumer law, Ritzy's aggregate liability for all claims in any 12 month period is limited to the lower of: (a) the total fees you paid for the affected Booking(s), or (b) INR 10,000. Nothing limits liability for death or personal injury caused by proven negligence, or for wilful misconduct.

17. INDEMNIFICATION

You agree to indemnify, defend and hold harmless Ritzy, its affiliates, directors, employees and Operational Partners from all losses, claims, liabilities, fines, costs and expenses (including reasonable legal fees) arising from: (a) your breach of these Terms/Policies; (b) violation of law or third party rights; (c) misuse of the Ritzy Platform; or (d) Incidents caused by your vehicle's defects. This does not require indemnification for Ritzy's wilful misconduct.

18. PRIVACY & DATA PROTECTION

Our collection and use of personal data is described in the Privacy Policy available on the Ritzy Platform. By using the Services, you acknowledge that you have read the Privacy Policy and consent to the processing described therein. Ritzy complies with the Digital Personal Data Protection Act, 2023 and ensures that:

• Personal data is collected only for lawful purposes connected to service delivery,
• Data is retained only as long as required for those purposes or by law, and
• You may exercise rights of correction, erasure, and grievance redressal as described in the Privacy Policy.

19. CHANGES TO TERMS

We may update these Terms. Material changes will be notified in app/email with the effective date. Continued use after the effective date constitutes acceptance.

20. GOVERNING LAW & DISPUTE RESOLUTION (INDIA)

20.1. These Terms are governed by the laws of India.

20.2. Any dispute shall be finally resolved by arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator jointly appointed by you and Ritzy. The seat and venue of arbitration shall be New Delhi, and proceedings shall be in English or Hindi.

20.3. Subject to arbitration, the courts at New Delhi shall have exclusive jurisdiction. This clause does not restrict your right, as a consumer, to approach the competent Consumer Commission or other statutory forum under applicable law.

21. NOTICES & COMMUNICATIONS

We may notify you via in app notifications, email/SMS to your registered details or by posting on the Ritzy Platform. Legal notices to Ritzy must be sent to [Legal Address/Email] with a copy to the Grievance Officer.

22. GENERAL

22.1. Severability: If any provision is invalid/unenforceable, it will be modified to the minimum extent necessary and the remainder will continue.

22.2. No Waiver: Failure to enforce any provision is not a waiver.

22.3. Assignment: You may not assign your rights without our prior written consent. We may assign to an affiliate or in connection with a merger/sale.

22.4. Force Majeure: Neither party is liable for delay/failure due to events beyond reasonable control (acts of God, strikes, epidemics, government restrictions or bans on transportation, network outages).

22.5. Entire Agreement: These Terms and the Policies are the entire agreement regarding the Services and supersede prior understandings.

22.6. Interpretation: Headings are for convenience only.

THIS DOCUMENT IS AN ELECTRONIC RECORD IN TERMS OF THE INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER, AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000.

These Driver Partner Terms & Conditions (the "Driver Terms") constitute a binding agreement between Ritzy Mobility Private Limited ("Ritzy", "we", "us", "our") and you. They govern your access to and use of the Ritzy driver application/portal and related services to accept and fulfil rides or other partner services (collectively, the "Ritzy Partner Platform").

By tapping Accept or using the Ritzy Partner Platform, you confirm you have read, understood, and agree to be bound by these Driver Terms and all Policies referenced herein. If these Driver Terms conflict with a Policy, these Driver Terms prevail, except where privacy/consumer law mandates otherwise.

DEFINITIONS

Account: Your registered driver/partner account on the Ritzy Partner Platform.

Booking: A ride/job assigned via the Ritzy Partner Platform.

"Customer": A user who requests/receives services through the Ritzy Platform.

"Operational Partner:" Any third-party fleet owner/service provider (including you) engaged to fulfil services.

"Partner Vehicle:" The vehicle operated by you (owned by the customer or fleet owner) to complete Bookings.

"Platform Fee:" The technology/service fee charged by Ritzy on each completed Booking.

"Settlement:" Payout made to you after deducting Platform Fees, penalties, adjustments and applicable taxes.

"You, Your, Driver, Chauffeur, or Bike Rider:" means the individual who registers and maintains a Partner Account on the Ritzy Partner Platform and provides services through the Ritzy Platform as an independent contractor in accordance with these Driver Terms.

RELATIONSHIP & STATUS; SOFTWARE LICENCE

As a partner on the "RITZY Platform", your relationship with Ritzy shall be defined in the following terms:

• You provide services as an independent contractor. Nothing herein creates employment, agency, joint venture or partnership.
• Subject to continued compliance, Ritzy grants a limited, non-exclusive, non-transferable, revocable licence to use the Driver App solely to receive and fulfil Bookings. You will not copy, reverse engineer, sublicense, transfer, or create derivative works of the software or branding.
• Do not solicit, accept, or divert Ritzy Customers off-platform or exchange contact details to bypass the Platform. Off-platform bookings are a material breach and may result in termination and financial penalties/remedies.

ELIGIBILITY, ONBOARDING & KYC

For the purpose of being eligible and being onboarded on the "Ritzy Platform", you must adhere to the following terms:

• You must be major in age (meaning 18 and above years), of sound mind and competent to contract.
• We collect usage analytics about how you interact with the Ritzy Platform to improve functionality, performance, and overall user experience.
• You must hold a valid driving licence for the vehicle class.
• You consent to KYC, police verification and periodic re-verification; promptly disclose licence suspension, criminal investigation/charges/convictions, or any event affecting eligibility.
• You warrant fitness to safely operate the vehicle; you cannot be found under the influence of alcohol/drugs while driving.
• Use a compatible smartphone with GPS/data; install updates; keep credentials secure; do not share your Account/device.

REGISTRATION, ACCOUNT & CONDUCT ON PLATFORM

To register on the RITZY Platform, you are required to conform and shall be subject to the following terms and conditions:

• Keep profile and documents true, accurate, and current.
• Maintain one Account linked to your mobile/email/KYC; no account sharing is allowed on the RITZY Platform.
• Use only in-app calling/messaging for Customer contact; do not contact Customers outside permitted channels or request destinations where hidden by policy.
• We may suspend/terminate access for policy violations, suspected fraud/misuse, abusive conduct, non-settlement of dues, or as required by law. Accrued rights and dues shall survive.

BOOKINGS, DISPATCH & PICK-UPS

Terms and conditions while receiving and accepting bookings on the RITZY Platform are as follows:

• Booking offers may be re-allocated if not accepted within the allotted time.
• Accept only when you can arrive on time and serve safely. Request cancellation only for legitimate reasons (safety concerns, wrong address, Customer no-show). Excessive rejects/cancellations affect quality score and may lead to deactivation and consequent penalties.
• Reach pickup on time; wait through the in-app grace period; apply city-wise waiting rules thereafter.
• We may suspend/terminate access for policy violations, suspected fraud/misuse, abusive conduct, non-settlement of dues, or as required by law. Accrued rights and dues shall survive.

FARES, FEES, TAXES & SETTLEMENTS

Determination of the fares, fees, taxes and settlements (as defined in the definition clause above) shall be subject to the following terms and conditions:

• Fares, fees, taxes, and settlements, are determined by city, time, distance, demand, tolls, parking and waiting as per in-app logic.
• Customer fare (plus eligible tips) minus Platform Fee, penalties/adjustments and applicable taxes/withholdings, shall be in accordance with the City-wise Fee & Penalty Schedule. Incentives/bonuses are discretionary per plan conditions.
• You are required to deposit net payable amounts to Ritzy within the time shown; failure may result in suspension, set-off and late fees.
• Payouts to your registered bank/NEFT shall be as per the in-app cycle. Ritzy may set off dues (including post-ride challans) against payouts/wallets.
• You are responsible for income tax compliances. Ritzy may deduct TDS/TCS or other levies as mandated.
• You are required to provide PAN and, if required, GST details.

SAFETY, CUSTOMER EXPERIENCE & SOS

For the purpose of ensuring safety of our users and best customer experience, you are required to and further agree to:

• Follow speed limits, avoid distracted driving (hands-free only for navigation), comply with traffic police and lawful instructions.
• Be courteous and professional, respect Customer privacy, avoid political/religious solicitation.
• Offer reasonable help with luggage, support elderly/persons with disabilities consistent with safety.
• Use in-app SOS to reach emergency services/Ritzy support; misuse is prohibited.

INCIDENTS, INSURANCE & CLAIMS

In case of accidents or claims, Liabilities and insurance claims shall be subject to the following terms and conditions:

• The Customer's vehicle insurance is primary. The Customer is responsible for declaring all facts truthfully to insurers. Ritzy may assist but is not the insurer.
• Vehicle insurance and coverage are the responsibility of the vehicle owner/fleet partner, who shall ensure that required policies are active.
• For any damage caused by partner negligence, you may be held liable subject to investigation, supporting evidence and applicable law. Ritzy may pursue recovery or set-off against payouts/settlements.

DATA PROTECTION, TELEMATICS & RECORDINGS

Data, telematics and recordings collected are stored and processed in the following manner:

• Personal data is processed as described in Ritzy's Privacy Policy (DPDP rights and grievance redress). Operational and telematics data (GPS, speed, driving patterns) may be used for safety, fraud detection, quality scoring, incentives and dispute resolution.
• Vehicles/phones may use GPS/telematics/OBD; therefore, tampering/disablement of the same is prohibited.
• Where permitted by law and the Safety Policy, dash-cams or in-app audio/video may be used for safety. Covert recording or publishing Customer data is prohibited.
• Personal data is processed as per Ritzy's Privacy Policy and the DPDP Act, 2023. Ritzy may share necessary data with law enforcement under lawful requests.

QUALITY, RATINGS, AUDITS & DEACTIVATION

You are required to maintain quality in your services and conduct and the same shall be subject to audit by us in the following manner:

• You are required to maintain minimum thresholds (ratings, acceptance rate, cancellation rate, on-time arrival) as per the Deactivation Policy.
• Ritzy may conduct audits/ride checks; in which case, provide documents when requested.
• We may suspend/deactivate for fraud, safety incidents, assault/harassment, intoxication, repeated poor ratings, excessive cancellations/rejects, tampering, off-platform solicitation, non-settlement of dues or legal non-compliance. Appeal/re-onboarding conditions (if any) shall be as per Company Policy.

PLATFORM LICENCE & PROHIBITED CONDUCT

Subject to these Driver Terms, Ritzy grants you a limited, non-exclusive, non-transferable, revocable licence to use the Ritzy Partner Platform for accepting and fulfilling Bookings. You will not copy, reverse engineer, frame, scrape, bypass security/OTP/geofences, upload malware, spoof GPS, share accounts/devices, run bots/auto-accept tools, falsify trips, manipulate surge/waiting, or send unsolicited communications.

WARRANTIES & SERVICE DISCLAIMER

The Ritzy Partner Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, Ritzy disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title and non-infringement. We do not warrant uninterrupted or error-free operation or immediate rectification of defects.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, Ritzy is not liable for indirect, incidental, special, exemplary or consequential damages (including loss of income, goodwill or data). Subject to mandatory law, Ritzy's aggregate liability in any 12-month period is limited to the Platform Fees retained by Ritzy from your completed Bookings in that period; nothing limits liability for death or personal injury caused by proven negligence, or for wilful misconduct.

INDEMNITY

You will indemnify and hold harmless Ritzy, its affiliates, directors, employees and processors from claims, losses, liabilities, damages, fines, costs and expenses (including reasonable legal fees) arising from: (a) your breach of these Driver Terms/Policies; (b) violation of law or third-party rights; (c) misuse/unsafe operation of the Partner Vehicle; (d) off-platform solicitation and consequent actions; or (e) tax/employment claims by any person in relation to your services. This does not require indemnification for Ritzy's wilful misconduct.

TERM, SUSPENSION & TERMINATION

The term of your independent contract and its suspension and/or termination shall be governed by the following terms and conditions:

• Term: These Driver Terms apply while you hold an active Account.
• Suspension/Termination: Ritzy may suspend/terminate immediately for violations, safety risks, fraud, repeated quality failures, or as required by law. You may terminate by closing your Account and returning Ritzy property.
• Survival: Settlements/set-off, confidentiality, IP/branding return, limitation, indemnity, dispute resolution and general terms survive termination.

CHANGES TO DRIVER TERMS

We may update these Driver Terms. Material changes will be notified in-app/portal with effective dates. Continued use after the effective date constitutes acceptance.

GOVERNING LAW & DISPUTE RESOLUTION (INDIA)

These Driver Terms are governed by the laws of India. Any dispute shall be finally resolved by arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator jointly appointed by you and Ritzy. The seat and venue of arbitration shall be New Delhi, and proceedings shall be in English. Subject to arbitration, the courts at New Delhi shall have exclusive jurisdiction.

NOTICES & COMMUNICATIONS

We may notify you via in-app messages, SMS or email to your registered contacts. Legal notices to Ritzy must be sent to info@adaalegal.com with a copy to the Grievance Officer: Mr. Munish Sharma at wecare@ritzy-ride.com.

GENERAL

• Severability: If any provision is invalid/unenforceable, it will be modified to the minimum extent necessary; the remainder continues in force.
• No Waiver: Failure to enforce is not a waiver.
• Assignment: You may not assign your rights without Ritzy's prior written consent. Ritzy may assign to an affiliate or as part of a merger/sale.
• Force Majeure: Neither party is liable for delays due to events beyond reasonable control (acts of God, strikes, epidemics, governmental actions, network outages).
• Entire Agreement: These Driver Terms and the Policies constitute the entire agreement between you and Ritzy regarding the Partner Platform.
• Interpretation: Headings are for convenience only.

This Privacy Policy ("Policy") explains how we collect, use, disclose, and safeguard information when you access https://www.ritzy-ride.com or the Ritzy mobile applications (including the Ritzy user and partner applications), collectively, the "Ritzy Platform", developed and operated by Ritzy Mobility Private Limited ("Ritzy," "Company," "we," "us," or "our"), a private company incorporated under the laws of India with its registered office at Second (2nd) Floor, plot no. 1969, Sector-45, Gurugram, Haryana-122003.

We are committed to protecting your privacy. If we request information that can identify you while you use the Ritzy Platform, we will use it in accordance with this Privacy Policy.

The terms "you" and "your" refer to a Customer, partners, or any visitor using the Ritzy Platform and/or the Services (defined below).

We may update this Policy periodically. Please review this page from time to time to stay informed about changes.

USER ACCEPTANCE

BY ACCEPTING OUR CUSTOMER TERMS AND CONDITIONS, ACKNOWLEDGE THAT YOU HAVE READ AND AGREE TO THIS PRIVACY POLICY. Please read it carefully to understand our practices. If you do not agree, do not accept the Terms and Conditions or use our Services. This Policy forms part of, and is incorporated by reference into, the Terms and Conditions.

By accessing or using the Ritzy Platform or our Services, you consent to this Policy and to any updates we may post on the Ritzy Platform from time to time at our sole discretion.

Any collection, processing, retrieval, transfer, use, storage, disclosure, and protection of your information will be in accordance with this Policy and applicable laws, including (without limitation) the Information Technology Act, 2000, the rules framed thereunder, and the Digital Personal Data Protection Act, 2023 ("Applicable Laws"). If you do not agree with the Policy, please do not use or access the Ritzy Platform.

You represent and warrant to Ritzy that:

• a) The information you provide to Ritzy is and will remain accurate, current, and complete, and you have all necessary rights, permissions, and consents to share such information with us.
• b) Your provision of information to Ritzy, and Ritzy's collection, storage, use, transfer, access, or processing of such information, does not and will not violate any agreement, Applicable Laws, charter documents, judgments, orders, or decrees.
• c) If you share information relating to another person, you have authority to do so and to allow us to use that information as described in this Policy.

DEFINITIONS

a) Including but not limited to the Information Technology Act, 2000 (and rules thereunder) and the Digital Personal Data Protection Act, 2023 ("DPDP Act").

b) "Applicable Laws" means all laws, rules, regulations, and governmental orders applicable to the Ritzy Platform and the processing of personal data in India, Child" means a person under 18 years of age. The Services are intended for adults.

c) "Consent" means a specific, informed, unconditional, and unambiguous indication of your agreement to Processing for stated purposes, given by a clear affirmative action, and withdrawable at any time in accordance with the DPDP Act.

d) "Consent Manager" means an entity enabling you to give, manage, review, and withdraw Consent, as recognised under the DPDP Act.

e) "Cookies, SDKs & Similar Technologies" means small files or software components (including cookies, pixels, local/app storage, and mobile software development kits) used for authentication, preferences, analytics, security, and performance.

f) "Data Fiduciary" has the meaning given in the DPDP Act. For this Policy, Ritzy is the Data Fiduciary.

g) "Data Processor" or "Processor" means any person who Processes Personal Data on behalf of a Data Fiduciary. This includes contracted service providers (e.g., hosting, payments, analytics, KYC, messaging).

h) "Device" means a computer, smartphone, tablet, or other equipment used to access the Ritzy Platform.

i) "Enterprise/Partner Program" means an arrangement with an employer or third party through which you access coupons, discounts, or bookings on the Ritzy Platform.

j) "Geolocation Data" means approximate or precise location information derived from your Device (e.g., GPS, Wi-Fi, Bluetooth, cell-tower signals) when you enable location services.

k) "Government-Issued Identification" means documents used to verify identity (e.g. valid driving licence and, where applicable, proof of address or other IDs). Ritzy avoids collecting Aadhaar unless mandated by law; if collected, we prefer masked Aadhaar or Virtual ID.

l) "Operational Partners" means third parties engaged to fulfil or support chauffeur/driver bookings, including but not limited to Drivers, verification agencies, communication partners, insurance partners, and customer support partners.

m) "Payment Partners" means PCI-DSS compliant payment gateways or aggregators that process credit/debit card and other payments for the Services. Ritzy does not store card numbers or CVV on its servers.

n) "Personal Data" means any data about an individual who is identifiable by or in relation to such data, as interpreted under the DPDP Act.

o) "Processing" / "Process" means any operation performed on Personal Data, including collection, storage, use, sharing, disclosure, transmission, retention, or deletion.

p) "Ritzy," "Company," "we," "us," or "our" means Ritzy Mobility Private Limited.

q) "Ritzy Platform" means the website located at https://www.ritzy-ride.com and the Ritzy mobile applications, together with related domains, sub-domains, and services we operate. References in this Policy to "Website/Application" have the same meaning.

r) "Services" means chauffeur/driver services offered via the Ritzy Platform, and related customer support, billing, and safety/fraud-prevention features.

s) "Third-Party Cookies" means cookies set by domains other than the Ritzy Platform's domain(s); their placement and use are governed by the respective third party's privacy policies.

t) "You," "your," "User," or "Customer" means an individual who visits the Ritzy Platform or uses the Services.

INFORMATION WE COLLECT

Depending on how you use the Ritzy Platform and our Services, we may collect the following information:

• For our User application, we collect identity and contact details, including salutations, your first and last name, date of birth, your email address (used for transactional emails, receipts, and limited promotional messages), and your mobile number (used for verification and communications between you, Ritzy, and our driver/chauffeur partners).
• For our driver/chauffeur/rider partner application, we collect identity details, for the purpose of KYC verification, bank details, for the purpose of pay-outs, contact details, including salutations, your first and last name, father's name, mother's name, date of birth, current residential and permanent address, your email address (used for transactional emails, receipts, and limited promotional messages), & your mobile number (used for verification and communications between you, Ritzy, and our users), and vehicle details from rider partners.
• We collect location information for operational and safety purposes, including your device's GPS-based or approximate location, pick-up and drop-off points, and the driver's live location when "On Duty". You may choose to disable location access or allow location access only while accessing the application, but the Services may not function accurately and/or correctly without it.
• We collect device and diagnostics data, such as device identifiers (e.g., IMEI or equivalent), app version, and technical logs, to uniquely identify your device, diagnose issues, and prevent fraud.
• We collect usage analytics about how you interact with the Ritzy Platform to improve functionality, performance, and overall user experience.
• We collect limited payment details necessary to authenticate and complete transactions via our payment partners. Credit/Debit Card data is processed by PCI-DSS compliant payment partners using tokenisation; Ritzy does not store card numbers or CVV on its servers. Bank details, where collected, are used only for refunds or chargebacks, if applicable.
• We collect user-generated content, including feedback, ratings, reviews, and support requests, to operate, improve, and support the Services.
• We collect government-issued identification required by law or policy to verify your eligibility to meet Ritzy's eligibility and legal requirements [for example, a valid driving licence, Aadhaar, PAN, vehicle details (such as RC, insurance, PUC), and, where applicable, proof of address].
• We may process vehicle and telematics data such as odometer readings, fuel/battery level, and diagnostic codes, to protect assets, verify usage, prevent fraud, and manage billing and safety.
• We collect photos or videos of the vehicle before and/or after a trip, for the limited purposes of documenting the condition of the vehicle, preventing false liability claims, resolving disputes between Customers/Users, Drivers, and Ritzy, ensuring safety, transparency, and accountability.
• We collect basic vehicle details such as Make, Model, Car Type, Transmission Type and Registration number (limited usage, where necessary) to help Drivers locate the correct vehicle, facilitate accurate trip assignment, ensure safety and avoid mix-ups, support dispute resolution when needed.
• We also collect and use incident/claims data, including damage photos, accident or incident reports, and insurance documents, to assess, process, and resolve claims.

COOKIES

Usage information may be collected on the Ritzy Platform using cookies and similar technologies (including mobile SDKs and local storage). If you do not want information collected via cookies, you can manage, deny, or accept cookies through your browser or device settings. You can also disable or control cookies by setting preferences within your web browser or on your device. Please note that disabling some or all cookies may cause certain features of the Services to function improperly, and we may be unable to tailor content or settings to you. Ritzy does not control third-party cookies; their placement and use are governed by the third party's own policies and not by this Policy. Where available, you may also manage consent via in-app privacy controls or a DPDP-recognised Consent Manager. For clarity, Ritzy does not use cookies for targeted advertising.

HOW WE USE YOUR INFORMATION

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping;
• Improving our Services;
• Periodically sending promotional emails, WhatsApp, SMSs or push notifications about new products, special offers or other information which we think you may find interesting using the email address which you have provided; and from time to time, contacting you for market research purposes by email, phone, fax (where applicable) or mail;
• Customising the Website/Application according to your interests. We use your information to operate, improve, and secure the Ritzy Platform and to provide our Services. This includes:
• We enable your access to the Ritzy Platform and to your account.
• We verify your identity and your eligibility under Applicable Laws and our policies.
• We analyse feature usage, let you view booking history and submit ratings or reviews, or improve features, resources, and availability based on usage patterns and geography.
• We send an onboarding email or SMS to verify your username and password during onboarding.
• We provide the correct app build for your device, troubleshoot issues, and, where permitted, conduct limited marketing.
• We diagnose server or application issues and administer the Ritzy Platform.
• We send important service-related announcements (for example, temporary maintenance), and you may deactivate your account if you prefer not to receive such notices.
• We prevent, detect, and investigate potential breaches of this Policy or our terms.
• We identify and address security incidents, errors, fraud, money laundering, abuse, and other unlawful activity, and take appropriate remedial action.
• For customers/users, we use geolocation to identify nearby available Drivers, estimate arrival times, autofill pick-up locations, and allow optional safety features such as sharing ride details with trusted contacts.
• Where applicable, we use geolocation for partners (when set to "On-Duty") to receive nearby orders, coordinate pick-up and drop-off, and enable customers to track arrival for safety.
• We provide requested information or services, send newsletters or promotional materials (ours or carefully selected third parties'), enable participation in promotions or contests, contact you about your use of the Services and policy changes, support internal business purposes, and perform data analytics.
• We customise or personalise aspects of the Ritzy Platform or the Services to deliver a better user experience.
• We present relevant offers, discounts, or rewards based on lawful analysis of your preferences and consumption patterns.
• We enforce our terms and this Policy and resolve disputes.
• We provide functionality, analyse performance, fix errors and bugs, and improve overall usability and effectiveness.
• We comply with Applicable Laws and lawful requests from regulators, law enforcement, or courts, and where required under a contract with a third party.
• We perform our obligations and enforce our rights arising from contracts between you and us.
• We deliver notices, alerts, confirmations, and other relevant communications via SMS, WhatsApp, email, or in-app messaging.
• If you access the Services through an employer or partner program offering coupons or promotions, we may share limited information you provide with that organisation for its internal business use only.
• We use your information to fulfil the purpose for which you provided it and any other purpose for which you have given consent, and we do not use information collected from you for targeted advertising.

Sharing of Information

We may disclose personal data to:

• Affiliates and group entities on a need-to-know basis for support and operations.
• Service providers/Processors (e.g., payment gateways, insurance, analytics, cloud/hosting, security/fraud, customer support, document verification/KYC, telecom/SMS, mobile push providers) under contracts restricting use to specified purposes with reasonable safeguards.
• Operational partners (e.g., fleet partners, driver/chauffeurs, and route or navigation partners) and Users, separately and simultaneously, to fulfil bookings, provide support, and administer insurance/claims.
• Enterprise/partner programs where your booking is through such a program, limited to internal business use as necessary.
• Law enforcement, regulators, courts, or other third parties when required by law or to establish, exercise, or defend legal claims; to prevent fraud/abuse; or to protect rights, property, or safety.
• If Ritzy undergoes a merger, acquisition, restructuring, or sale of assets, your Personal Data may be transferred to the acquiring or resulting entity, subject to the same or higher level of protection.

PROHIBITED USES

You must not, directly or indirectly:

• a) access data or content not intended for you, or log into a server or account you are not authorised to access;
• b) probe, scan, or test the vulnerability of the Ritzy Platform or any related system or network, or breach authentication or security measures;
• c) use automated means (e.g., robots, spiders, scrapers) to monitor, access, or copy content from the Ritzy Platform without written permission;
• d) interfere with or disrupt any user, host, or network (including by uploading malware, overloading systems, initiating/facilitating denial-of-service attacks, "flooding," "spamming," "mail bombing," or "crashing");
• e) use our systems to send unsolicited emails, including promotions or advertisements;
• f) forge headers or otherwise manipulate identifiers in emails or postings originating from our systems; or
• g) modify, reverse engineer, decompile, disassemble, or attempt to derive any source code relating to the Ritzy Platform or Services. Violations may result in civil and/or criminal liability and the loss of access to the Ritzy Platform.

You agree that any payment card or instrument used for transactions on the Ritzy Platform is lawfully yours and the details you provide are true and complete. You further agree that such information will not be used or shared by us with third parties except as required by law, regulation, or court order.

CONSENT, LEGITIMATE USES & CONSENT MANAGERS

Where we rely on consent, it will be specific, informed, unconditional, and unambiguous, and you may withdraw consent at any time through available settings or by contacting us. We may also process data under legitimate uses permitted by the DPDP Act (e.g., for compliance with law, to perform our contract with you, for employment-related purposes, to address medical emergencies or disasters, or for reasonable purposes notified under the law).

If you choose to use a Consent Manager (as defined under the DPDP Act), you may manage consents through such manager, and we will honour the instructions received through that channel, subject to verification.

CROSS-BORDER TRANSFERS

Your personal data may be processed outside India by our service providers or affiliates for the purposes described in this Policy. Such transfers will occur in compliance with the DPDP Act and Government notifications, including any country-specific restrictions that may be notified from time to time. We require recipients to protect your data with reasonable security safeguards and to process it only for specified purposes.

DATA RETENTION

We retain personal data only for as long as necessary to:

• provide the Services and manage your relationship with us;
• meet legal, regulatory, tax, accounting, insurance, and audit requirements; and
• resolve disputes and enforce our agreements. Retention periods vary by data category and context (e.g., account identifiers, KYC records, transaction/booking logs, communications).

When retention is no longer required, we will delete or irreversibly anonymise the data, subject to technical limitations and routine backup constraints.

If you request deletion, we will honour it in accordance with Applicable Laws and our legitimate business needs (for example, we may retain some records if required by law or for the establishment, exercise, or defence of legal claims).

SECURITY MEASURES & BREACH NOTIFICATION

We implement reasonable technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, or destruction. While no system is completely secure, we continuously work to enhance our safeguards. If we become aware of a personal data breach that is likely to cause significant harm, we will notify the competent authority and, where required, affected users in accordance with the DPDP Act.

YOUR RIGHTS UNDER THE DPDP ACT, 2023

Subject to Applicable Laws, you have the following rights with respect to your personal data:

• Right to Access: To obtain a summary of your personal data and processing activities.
• Right to Correction and Erasure: To request correction, completion, updating, or deletion of personal data that is inaccurate, incomplete, or no longer necessary for the stated purpose.
• Right to Grievance Redressal: To raise a complaint with us and seek timely resolution.
• Right to Nominate: To nominate another individual to exercise your rights in the event of death or incapacity, in accordance with the DPDP Act.
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time; this will not affect processing already carried out lawfully prior to withdrawal.

You may exercise these rights by contacting us. We may seek reasonable information to verify your identity and request, and we will respond within timelines required by law.

DEVICE PERMISSIONS

The app may request permissions such as Location (to find users, driver partners, vehicles and provide navigation/safety features), Camera/Photos for partners (to upload KYC documents and selfie style photos to start and end the ride), Camera/Photos for users (to upload/update profile picture in their user app), Notifications (to send service alerts), and Storage (to cache content). You can change these permissions in your device settings; some features may not function without the relevant permissions.

CHILDREN'S PRIVACY

Our Services are intended for adults. You must be at least 18 years old to create an account or use the Ritzy Platform to book or provide chauffeur/driver services. We do not knowingly collect personal data from children. If you believe a minor has provided data to us, please contact us so we can delete it or take appropriate action. Where Applicable Laws require parental consent for certain processing, we will obtain and verify such consent as needed.

CHANGES TO THIS POLICY

We may revise this Policy from time to time to reflect changes in our information practices. Updates take effect when posted on the Ritzy Platform. If we make material changes, we will notify you via email (to the address in your account) or by an in-app notice before the change becomes effective. Your continued use of the Ritzy Platform or Services after the effective date signifies your acceptance of the updated Policy.

GRIEVANCE REDRESSAL

In accordance with the Information Technology Act, 2000 and the rules framed thereunder, the Company has designated a Grievance Officer to address any complaints, concerns, or grievances relating to this Privacy Policy, the processing of your Personal/Protected Information, or any content or data-related issues on the Platform.

You may submit your grievance in writing or through an email signed with an electronic signature to the Grievance Officer at the details provided below. Upon receipt of such grievance, the Company shall acknowledge the complaint and take all reasonable steps to address and resolve the matter within the time frames prescribed under applicable law.

Refund Policy

1. If you wish to request a refund for any amount debited from your Ritzy Wallet, please email wecare@ritzy-ride.com with complete transaction or booking details and a clear explanation of the reason for your request.

2. All refund requests are reviewed and verified. If Ritzy determines that the refund request is valid, reasonable efforts will be made to process the refund in accordance with applicable laws and RBI guidelines.

3. Ritzy Wallet is a closed system prepaid instrument. As per RBI regulations, wallet balances are primarily intended for use on the Ritzy platform and are generally not transferable to external bank accounts or payment instruments.

4. In cases of erroneous loading, duplicate transactions or technical errors, and after verification of the written request, Ritzy may credit the amount back to the original payment source, as permitted under RBI guidelines.

5. If the wallet is a full KYC wallet and the user requests wallet closure, the remaining balance may be transferred to a verified and pre-designated bank account, subject to regulatory and compliance checks.

6. Ritzy will make reasonable efforts to process refunds promptly. However, Ritzy is not responsible for delays caused by banks, payment gateways, merchants or circumstances beyond its reasonable control including force majeure events.

Chargeback Policy

1. You may initiate a chargeback request through your bank, debit card provider, credit card provider or UPI service in accordance with their respective terms and conditions. Chargeback requests are handled by the financial institution and not by Ritzy.

2. Ritzy reserves the right to review the user account and transaction history in the event of a chargeback request to assess potential fraud or misuse.

3. If fraudulent or unauthorized activity is suspected, Ritzy may suspend, block or terminate the account with immediate effect.

Meter Start and Cancellation Policy

1. Ritzy drivers will wait for a maximum of sixty minutes from the scheduled trip start time. After this period, the trip timer may be initiated.

2. Users may cancel a driver service booking at any time through the Ritzy mobile application or website.

3. A cancellation fee may be charged if the booking is cancelled after the driver has been assigned or is already on the way. Applicable charges will be clearly communicated at the time of booking.

4. If a cancellation qualifies for a refund, the amount will be processed either to the Ritzy Wallet or to the original payment source, as permitted under RBI guidelines.

Refund Timelines

1. Refunds are processed to the original payment method unless the user opts for Ritzy Wallet credit.

2. Estimated refund timelines are as follows:

• a. Net banking refunds are typically processed within five to seven business days.
• b. Debit and credit card refunds are typically processed within five to seven business days.
• c. UPI refunds are generally processed within one to two days.
• d. Wallet based payments including Amazon Pay, PhonePe, Paytm and Mobikwik are typically refunded within five to seven business days.
• e. BNPL and similar payment methods are typically refunded within five to seven business days.

3. Actual timelines may vary depending on the processing banks, payment gateways or external service providers.

Fraud Prevention and Account Security

1. Ritzy may temporarily suspend transactions, withhold refunds or restrict account access if there is reasonable suspicion of fraud, unauthorized activity or regulatory noncompliance.

2. All such actions will be taken in accordance with applicable RBI guidelines and legal obligations.

Customer Communication

1. Ritzy ensures transparent disclosure of wallet usage terms, refund rules, cancellation charges, expiry conditions and wallet closure procedures at the time of onboarding and within the application.

2. For any queries related to refunds or cancellations, users may contact wecare@ritzy-ride.com / 01141198887.