Safety Policy

1. Our Safety Commitment

At DriveBack, safety is our highest priority. We are committed to protecting:

• ✓ Customers
• ✓ Customer Vehicles
• ✓ Driver Partners
• ✓ Public Road Users

Every DriveBack trip is designed around safety, professionalism, accountability, and trust.

2. Driver Partner Verification

Every Driver Partner must complete a rigorous screening process:

DriveBack reserves the right to reject, suspend, or terminate any Driver Partner at its sole discretion.

3. Customer Verification

To ensure a safe environment, customers must:

• Register with accurate, complete information
• Verify their mobile number via OTP
• Use valid payment methods
• Follow DriveBack safety procedures

Accounts containing false or misleading information may be suspended immediately.

4. OTP Ride Verification

Every trip requires secure OTP verification before starting:

1. Driver Partner arrives at the designated pickup location.
2. Customer verifies the Driver Partner's identity.
3. Customer shares the trip-start OTP with the driver.
4. Driver Partner enters and verifies the OTP in the system.
5. The trip officially begins.

Warning: Customers must never share their OTP before confirming the driver's physical identity.

5. Vehicle Condition Verification Policy

Pre-Ride Inspection

Before every trip, the Driver Partner must inspect the vehicle in the presence of the customer:

Vehicle Acknowledgement

Both the customer and Driver Partner must acknowledge the vehicle's condition before the trip begins.

Post-Ride Inspection

Upon reaching the destination, the Driver Partner shall:

• Return the vehicle safely and park properly.
• Conduct a final visual inspection with the customer.
• Confirm the vehicle is returned in substantially the same condition as received.

Future Vehicle Photo Verification

DriveBack may introduce system-guided photo uploads for additional security verification:

• Front, Rear, Left, and Right side photos of the vehicle
• Photos of the Dashboard, Odometer, and Fuel/Battery level

These records are safely stored and may be used for insurance claims, incident investigations, and dispute resolutions.

6. Road Safety & Traffic Compliance Policy

DriveBack Driver Partners must comply with all applicable road regulations to guarantee passenger safety:

7. Driver Partner Conduct Standards

Driver Partners are expected to behave professionally at all times:

• Be respectful, polite, and punctual.
• Be professionally dressed and maintain hygiene.
• Obey traffic laws and respect the customer's vehicle settings.
• Strictly prohibited: Harassment, abuse, discrimination, soliciting unauthorized payments, sharing customer personal information, or any illegal activities. Violations result in permanent removal.

8. Customer Conduct Standards

Customers must maintain a safe environment for Driver Partners:

• Treat Driver Partners with respect and courtesy.
• Follow requested platform safety procedures.
• Refrain from abusive behavior, harassment, or requesting drivers to perform illegal/unsafe maneuvers.

DriveBack may suspend accounts for passenger misconduct.

9. Zero Tolerance Policy

DriveBack maintains a zero-tolerance policy against:

• Harassment: Any form of verbal abuse, sexual harassment, physical threats, or stalking.
• Discrimination: Any discrimination based on religion, gender, race, disability, caste, nationality, or sexual orientation.
• Violence: Physical assault, intimidation, or intentional property damage.

Violations will result in immediate suspension, permanent platform ban, and legal reporting.

10. Alcohol & Substance Policy

DriveBack has a strict zero-tolerance policy for substance abuse.

Driver Partners must never consume alcohol before or during duty, drive under the influence of any intoxicants, or use illegal substances. Any violation will result in immediate and permanent termination from the platform.

11. Accident Response Procedure

In the event of an accident, Driver Partners and customers must execute the following procedures:

1. Ensure the physical safety of all occupants.
2. Move the vehicle to a safe location if safe and possible.
3. Call emergency services immediately if medical assistance is needed.
4. Notify the DriveBack Safety team.
5. Document vehicle damage, photos, witness info, and location details.
6. Cooperate fully with the local police and traffic authorities.

12. Emergency Contacts

13. Lost & Found Policy

Customers should report lost items immediately. DriveBack will make reasonable efforts to coordinate with the assigned Driver Partner to recover items, but recovery of lost items is not guaranteed.

14. GPS & Trip Monitoring

DriveBack utilizes real-time GPS tracking, route monitoring, and driver performance logs for customer safety, incident investigation, fraud prevention, and quality assurance.

15. Privacy & Data Protection

Safety-related information (including verification documents, GPS routes, and photos) may be retained for investigations, insurance processing, and legal compliance in accordance with the Digital Personal Data Protection Act (DPDP Act).

16. Incident Reporting

Users are encouraged to report unsafe driving, vehicle damage, harassment, or safety concerns immediately to: 📧 safety@driveback.in. All reports are thoroughly investigated.

17. Service Refusal Rights

DriveBack reserves the right to refuse service or terminate active bookings when safety is compromised, policy violations occur, or fraudulent information is provided.

18. Insurance & Liability

Customers must maintain valid primary third-party motor insurance and registration for their vehicle. DriveBack is not responsible for vehicle compliance but may arrange supplementary protection where available.

19. Continuous Safety Improvement

We continuously review driver scores, customer feedback, and traffic reports to iterate and improve our verification parameters and security rules.