Law Enforcement Guidelines

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. Our Commitment

BookKaro respects user privacy but cooperates with lawful investigations. We respond to valid legal requests and act to protect user safety. We do not disclose user data except as described in these Guidelines or as required by law.

2. What Constitutes a Valid Request

To be processed, a law enforcement request should be in writing, on official letterhead, and include:

1. Requester details: Name, designation, badge/employee number, and contact details of the requesting officer.
2. Agency details: The police station or agency and jurisdiction.
3. Case reference: FIR number, case number, or other official reference.
4. Specific data requested: Clearly describe what data is needed (e.g., account details, chat logs, call metadata, KYC documents, location logs) and the relevant time period.
5. Legal basis: The statutory provision or court order authorising the request.
6. Declaration: A statement that the request is lawful and necessary for an investigation.

Where required by law, we may seek a court order or requisition before disclosing certain data. We may verify the identity and authority of the requesting officer before responding.

3. Data We May Provide

Subject to verification and legal basis, we may provide the following categories of data:

4. Data We Do Not Hold

• Full card, bank, or UPI credentials: Held by Razorpay or Google, not BookKaro.
• Ride fare details: Not recorded by BookKaro (fares are negotiated offline).
• Call content: We retain call metadata, not call recordings.
• Real-time location tracking: We do not continuously track users; location is collected at the point of app use.

5. How to Submit a Request

Send your request to:

We will acknowledge your request within 48 hours and respond within 15 days, subject to the complexity of the request and legal requirements.

6. Emergency Requests

For emergencies involving imminent risk to life or safety, requests may be sent to grievance@bookkaro.co.in and +91 92631 33158, marked "URGENT – LAW ENFORCEMENT."

We will assess and respond expeditiously, subject to law. In genuine emergencies, we may disclose limited data (e.g., account details, last known location) without a court order, where permitted by law.

7. Preservation Requests

Law enforcement may request that we preserve data relevant to an investigation pending formal legal process. Preservation requests should specify:

• The account(s) or data to be preserved.
• The time period.
• The case reference.

We will take reasonable steps to preserve the data for up to 90 days (extendable on request) pending formal legal process.

8. Requests from Outside India

Requests from foreign law enforcement agencies must be routed through the appropriate mutual legal assistance channels (MLAT) or as otherwise permitted under Indian law. We cannot respond directly to foreign requests that do not comply with Indian legal process.

9. Transparency and Record-Keeping

We log all law enforcement requests and our responses, including:

• Date and time of request.
• Requesting agency and officer.
• Data requested and provided.
• Legal basis.

We may notify the affected user of a request unless:

• Prohibited by law or court order.
• Notification would impede an investigation.
• Notification would endanger any person.

10. Requests We May Decline

We may decline a request if:

• It is not in writing or lacks proper authority.
• It is overbroad or vague.
• It seeks data we do not hold.
• It is not supported by a valid legal basis.
• Compliance would violate applicable law.

Where we decline a request, we will explain the reason in writing where practicable.

11. Data Security

All data provided to law enforcement is transmitted securely and only to verified officials. We do not disclose data to unauthorised persons.

12. Cooperation with Investigations

BookKaro cooperates fully with lawful investigations, including those relating to:

• Fraud and financial crimes.
• Harassment, assault, or violence.
• Fake documents and identity theft.
• Cybercrimes.
• Any other offence under Indian law.

13. Contact for Law Enforcement

14. Changes to These Guidelines

We may update these Guidelines from time to time. Material changes will be notified via the Platform. The "Last Updated" date at the top indicates when the Guidelines were last revised.