Acceptable Use Policy

Operator: Axxoraa Private Limited, H.no 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum, Jharkhand 833221, India
CIN: U62099JH2025PTC026425
Grievance Officer: Sidharth Kumar Prasad | Phone: +91 92631 33158 | Email: grievance@bookkaro.co.in

1. Introduction

BookKaro is committed to providing a safe, respectful, and trustworthy platform for Customers and Captains. This AUP sets out the behaviour we expect and the conduct we prohibit. By using the Platform, you agree to comply with this AUP.

2. Zero Tolerance — Prohibited Conduct

The following conduct is strictly prohibited. Violation may result in immediate suspension or permanent ban, and may be reported to law enforcement.

2.1 Harassment and Abuse

• Threatening, stalking, intimidating, or harassing any Customer, Captain, or BookKaro staff.
• Sexual harassment, unwanted sexual advances, or obscene comments.
• Abusive, insulting, or discriminatory language based on religion, caste, gender, sexual orientation, disability, or region.
• Physical assault or threat of violence.
• Repeated unwanted contact after being asked to stop.

2.2 Fake or Forged Documents

• Submitting altered, borrowed, expired, or fraudulent RC, DL, Insurance, Aadhaar, or vehicle details.
• Using another person's documents or identity.
• Uploading manipulated images or forged certificates.
• Failing to update expired documents after being notified.

2.3 Off-Platform Dealing for Circumvention

• Soliciting or inducing users to bypass the Platform's safety, verification, or communication features.
• Sharing personal contact details to avoid in-app records (except where necessary to coordinate a ride, which the Platform supports).
• Using the Platform to promote or conduct rides outside the Platform's safety framework.

2.4 Fraud and Misrepresentation

• Fake bookings or fake accounts.
• Payment fraud, chargeback abuse, or refusal to pay after a ride.
• Identity theft or impersonation.
• Misrepresenting vehicle type, capacity, or condition.

2.5 Illegal Activity

• Using the Platform for any unlawful purpose.
• Transporting prohibited goods, contraband, or persons.
• Operating without valid permits, insurance, or fitness certificates.
• Driving under the influence of alcohol or drugs.

2.6 Safety Violations

• Carrying unauthorized passengers or overloading the vehicle.
• Endangering riders through reckless driving.
• Refusing to follow safety instructions.

2.7 Platform Abuse

• Hacking, scraping, reverse-engineering, or attempting to extract data from the Platform.
• Spreading malware or viruses.
• Attempting to disrupt or overload the Platform.
• Circumventing security features or access controls.

2.8 Misuse of Communication Features

• Spamming or sending unsolicited messages.
• Sending obscene, defamatory, or unlawful content.
• Recording calls without consent where required by law.
• Using chat or call features to harass, threaten, or defraud.

2.9 Discrimination

• Refusing service or behaving abusively on grounds prohibited by law (religion, caste, gender, disability, etc.).
• Using derogatory language based on protected characteristics.

2.10 Other Prohibited Conduct

• Creating multiple accounts for fraudulent purposes.
• Sharing account credentials with others.
• Violating any applicable law or regulation.
• Infringing intellectual property rights.

3. Captain Obligations

Captains must:

1. Maintain valid documents (RC, DL, Insurance, Aadhaar) at all times.
2. Keep vehicles roadworthy, clean, and insured.
3. Behave professionally and courteously.
4. Honour confirmed bookings in good faith.
5. Agree the fare with the Customer before the ride.
6. Update expired documents promptly.
7. Comply with all applicable transport and safety laws.
8. Not drive under the influence of alcohol or drugs.
9. Not carry unauthorized passengers or goods.
10. Not solicit Customers to deal off-platform in a way that evades safety checks.

4. Customer Obligations

Customers must:

1. Provide accurate contact information.
2. Treat Captains with respect.
3. Pay the agreed fare directly to the Captain.
4. Not request unlawful or unsafe rides.
5. Not misuse the communication features.
6. Not make fake bookings.
7. Cancel responsibly and inform the Captain early.
8. Verify the Captain's identity and vehicle before boarding.

5. Enforcement and Consequences

BookKaro may take the following actions for violations of this AUP:

Enforcement decisions are made based on the evidence available and are final, subject to the Grievance Redressal Policy.

6. Reporting Violations

If you witness or experience a violation of this AUP, report it immediately:

• Email: grievance@bookkaro.co.in
• Phone: +91 92631 33158
• Urgent safety: Mark your email "URGENT – SAFETY" or call 112 in an emergency.

Reports are treated confidentially. We will not disclose your identity to the reported party except as necessary to investigate or as required by law.

7. Cooperation with Law Enforcement

BookKaro cooperates with law enforcement investigations in accordance with our Law Enforcement Guidelines. Serious violations (e.g., assault, fraud, fake documents) may be reported to the police, and relevant data may be provided in response to valid legal requests.

8. Appeals

If your account has been suspended or terminated for an AUP violation, you may appeal through the Grievance Redressal Policy. We will review your appeal and may reverse the decision if we find it was made in error. However, accounts banned for serious violations (fraud, violence, fake documents) will generally not be reinstated.

9. No Waiver

Failure to enforce any provision of this AUP is not a waiver of BookKaro's rights. We reserve the right to take action at any time for any violation, regardless of whether we have enforced the same provision in the past.

10. Changes to This Policy

We may update this AUP from time to time. Material changes will be notified via the Platform or email where practicable. The "Last Updated" date at the top indicates when the Policy was last revised.

11. Contact

For questions about this AUP: grievance@bookkaro.co.in | +91 92631 33158