Ride N Revive

Customer Protection Charter

Roadside assistance standards, service warranty principles, customer rights, and grievance redressal.

Effective June 2026

PREAMBLE

At Ride N Revive TM, customer trust is our most valuable asset.

This Customer Protection Charter has been designed to establish clear standards, transparent expectations, and a fair resolution process for every customer who uses our platform.

PART I - ROADSIDE ASSISTANCE POLICY

1. Purpose

Ride N Revive provides on-demand roadside assistance to help customers during unexpected vehicle breakdowns, emergencies, and mobility disruptions.

Our objective is to minimize downtime and help customers get back on the road safely and efficiently.

2. Covered Services

Roadside assistance services may include:

Two-Wheelers: Breakdown Assistance, Battery Jump Start, Battery Replacement, Puncture Repair, Emergency Fuel Assistance, Minor Electrical Repairs, Chain Issues, Clutch Cable Assistance
Four-Wheelers: Battery Jump Start, Battery Replacement, Tyre Assistance, Fuel Assistance, Towing Coordination, Minor Roadside Repairs, Lockout Assistance (where available)

3. Service Availability

Services are subject to:

City Coverage
Technician Availability
Weather Conditions
Road Accessibility
Vehicle Condition
Safety Requirements

Ride N Revive operates on a best-effort basis and cannot guarantee service availability in every location.

4. Customer Responsibilities

Customers must:

Provide accurate location details.
Provide accurate vehicle information.
Maintain a safe service environment.
Cooperate with technicians.
Verify completed work before closure.

5. Exclusions

Roadside assistance does not include:

Major engine overhauls
Accident recovery services
Insurance claim processing
Illegal vehicle modifications
Racing or motorsport incidents
Recovery from restricted areas

Additional charges may apply for specialized services.

6. Emergency Dispatch Commitment TM

Ride N Revive strives to:

Assign technicians quickly
Provide real-time status updates
Maintain transparent communication
Prioritize customer safety

Arrival times remain estimates and may vary due to traffic, weather, or operational conditions.

PART II - SERVICE WARRANTY POLICY

1. Warranty Philosophy

Ride N Revive believes that quality service should be backed by accountability.

Where applicable, Ride N Revive may provide limited service warranties on specific repairs and installations.

2. Labour Warranty

Covered repairs may include:

Battery Installation
Electrical Repairs
Minor Mechanical Repairs
Puncture Repairs
Service Work

Warranty duration shall be specified on the invoice.

3. Parts Warranty

Parts supplied through Ride N Revive may be covered under:

Manufacturer Warranty
OEM Warranty
Vendor Warranty

Warranty terms are governed by the respective manufacturer.

4. Warranty Claim Process

To submit a warranty claim, customers must provide:

Booking ID
Invoice
Vehicle Details
Description of Issue

Ride N Revive may inspect the vehicle before approving any warranty claim.

5. Warranty Exclusions

Warranty shall not apply where:

Unauthorized repairs were performed.
Vehicle misuse occurred.
Accidents caused damage.
Third-party modifications were made.
Routine wear and tear occurred.

6. Resolution Options

Following review, Ride N Revive may:

Repair the issue.
Replace the affected component.
Offer service credits.
Offer partial or full reimbursement where appropriate.

PART III - CUSTOMER BILL OF RIGHTS TM

The Ride N Revive Customer Promise

Every Ride N Revive customer is entitled to the following rights:

Right 1: Transparent Pricing

Customers have the right to know:

Labour charges
Spare part charges
Visit charges
Taxes
Additional fees

before payment whenever reasonably possible.

Right 2: Verified Service Professionals

Customers have the right to receive services from verified mechanics and authorized service partners.

Right 3: Honest Recommendations

Customers have the right to receive genuine repair recommendations without unnecessary upselling.

Right 4: Fair Treatment

Every customer shall be treated with dignity, professionalism, and respect regardless of location, vehicle type, or service value.

Right 5: Service Transparency

Customers have the right to understand:

What is being repaired
Why it is required
Estimated costs
Expected outcomes

Right 6: Data Privacy

Customers have the right to protection of their personal information in accordance with the Ride N Revive Privacy Policy.

Right 7: Secure Payments

Customers have the right to secure and protected payment transactions.

Right 8: Complaint Resolution

Customers have the right to raise complaints and receive timely responses.

Right 9: Service Records

Customers have the right to access invoices, service records, and booking history maintained on the platform.

Right 10: No Hidden Charges

Customers have the right to be informed of any additional charges before they are incurred.

PART IV - GRIEVANCE REDRESSAL POLICY

1. Our Commitment

Ride N Revive is committed to resolving customer concerns fairly, promptly, and professionally.

Every complaint is treated as an opportunity to improve our services.

2. Types of Complaints

Customers may raise concerns relating to:

Service Quality
Technician Conduct
Billing Issues
Refund Requests
Warranty Claims
Delayed Service
Parts Quality
Payment Issues
Data Privacy Concerns

3. Complaint Submission Channels

Customers may submit complaints through:

Website: Online Complaint Form
Mobile Application: Support Section
Email: support@ridenrevive.com
Customer Care: Official support channels

4. Resolution Timeline

Target Response Times:

General Inquiry: Within 24 Hours
Billing Issue: 2-5 Business Days
Refund Request: 3-10 Business Days
Warranty Claim: 5-10 Business Days
Escalated Complaint: Up to 15 Business Days

Complex cases may require additional review.

5. Escalation Matrix

Level 1: Customer Support Team
Level 2: Customer Experience Manager
Level 3: Operations & Quality Team
Level 4: Grievance Officer
Level 5: Legal & Compliance Team

6. Fair Investigation Principle TM

Ride N Revive investigates complaints using:

Booking Records
Service Reports
Technician Statements
Customer Feedback
Photographs
Video Evidence
Payment Records

Decisions are based on facts and available evidence.

7. Non-Retaliation Commitment TM

Customers who submit genuine complaints shall never face retaliation, discrimination, or service denial for raising concerns in good faith.

8. Grievance Officer

Ride N Revive TM Grievance Office:

Email: grievances@ridenrevive.com
Support: support@ridenrevive.com
Legal: legal@ridenrevive.com
Website: www.ridenrevive.com
Head Office: Gurgaon, India

The Ride N Revive Customer Protection Pledge

We promise transparent pricing, verified mechanics, secure payments, fair complaint resolution, honest service recommendations, customer data protection, and accountability for every booking.