1. Who we are
LyraRide ("we", "us") operates the LyraRide rider app, the LyraRide Driver app, the website lyraride.com and the services behind them (together, the "Service"). LyraRide is a sister brand of Lyrakart. This policy explains what personal data the Service collects, why, and what happens to it. For anything not answered here, write to info@lyrakart.com.
2. Information we collect
- Phone number. Sign-in is by a one-time password (OTP) sent to your phone number. The number identifies your account; there are no passwords for rider or driver accounts.
- Profile details. Your name, and an email address and profile photo if you choose to add them.
- Rider location (while using the app). The rider app uses your precise location while you are booking and while a ride is in progress, to set your pickup point and show the trip on the map. It does not track riders in the background.
- Driver location (in the background, while online). The driver app reports the driver's precise location every few seconds while the driver is online, including when the app is in the background. This runs through a visible foreground service (a persistent notification) and stops when the driver goes offline. It is used for matching riders to drivers, live trip tracking and fare calculation.
- Driver documents. Drivers upload a driving licence, vehicle registration certificate (RC), insurance certificate, profile photo and ID proof (such as Aadhaar, PAN or passport), and in some areas a police clearance certificate, together with vehicle details such as make, model and number plate. These are used to verify drivers and vehicles before they can accept rides.
- Emergency contacts. Names and phone numbers of trusted contacts you add. This is information about other people, so add only contacts who agree to receive alerts from us. It is used for one purpose: when you raise an SOS, we alert those contacts by SMS with your location and a live trip-tracking link.
- Ride records. Ride history, pickup and drop locations and addresses, fare estimates and final fares, the payment method you selected (cash or UPI), ratings and feedback you give and receive, tips, saved places, scheduled rides and, for parcels, the recipient's name and phone number.
- In-ride chat. Messages exchanged between rider and driver about an ongoing ride.
- SOS events. When you raise an SOS we record the time, your location and the ride it relates to, and share it with our safety team.
- Support tickets. What you write to us through Support in the app or by email.
- Push notification tokens. A device token (Firebase Cloud Messaging) so we can send ride updates and alerts to your phone.
3. What we do not collect
- No payment details. LyraRide does not process ride payments. Riders pay the driver directly, in cash or by UPI from their own UPI app to the driver's own UPI ID. We do not collect or store card numbers, UPI PINs, bank account details or the contents of UPI transactions, and we take no commission from fares.
- No advertising. The apps contain no ads and no advertising identifiers.
- No analytics or tracking SDKs. The apps do not embed third-party analytics, profiling or tracking libraries.
- We do not sell personal data to anyone.
4. How we use it
We use the data above to operate the Service: signing you in, matching riders with nearby drivers, navigation and trip tracking, estimating and calculating fares, verifying drivers and vehicles, handling SOS alerts, sending ride notifications, keeping ride history and receipts, resolving support requests, and preventing fraud and abuse.
5. Who it is shared with
- Between rider and driver. A driver sees the rider's name, pickup and drop points and chat messages for the assigned ride. A rider sees the driver's name, photo, vehicle details, ratings and live location during the trip. When a rider pays by UPI, the rider and driver exchange payment details directly, outside the Service.
- Your emergency contacts. Only when you raise an SOS: an SMS with your name, approximate location and a live-tracking link. Anyone you share a trip-tracking link with (directly or through SOS) can see that trip's live location while the link is active.
- Service providers. An SMS gateway (MSG91) delivers OTPs and SOS alerts; Google Firebase Cloud Messaging delivers push notifications; map tiles are loaded from OpenStreetMap's tile servers. They process the minimum data needed to provide those functions.
- Legal requirements. We may disclose data where the law requires it, or to protect the safety of riders, drivers or the public.
6. Retention and deletion
You can delete your account from inside the app (Account, then Delete account), or by following the steps on our Delete your account page. Deletion takes effect immediately for access: the account is marked deleted and can no longer be used to sign in. Some records (ride, fare and safety records) are then kept for a limited period because they may be needed for legal compliance, dispute resolution and fraud prevention, after which they are removed or anonymised. To have a deletion request handled manually, or to correct your data, write to info@lyrakart.com.
7. Security
Data is sent to our servers over encrypted, authenticated connections and stored on access-controlled infrastructure. Driver documents are accessible only to our verification staff. No system is perfectly secure; if we learn of a breach affecting your data, we will notify you as required by law.
8. Your rights
Subject to applicable law, including India's Digital Personal Data Protection Act, 2023, you may ask to access, correct or delete your personal data, and you may withdraw consent for processing that is based on consent (which may mean parts of the Service stop working, for example location-based matching). Send requests to info@lyrakart.com.
9. Children
The Service is not directed at children. Riders and drivers must be at least 18 years old.
10. Changes to this policy
If this policy changes materially, we will update this page, change the effective date above and, where the change is significant, tell you in the app.
11. Grievance Officer
In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, our Grievance Officer is:
Mukesh Kumar, Grievance Officer, LyraRide
Email: info@lyrakart.com
We acknowledge and resolve complaints within the time limits set by those rules.
12. Contact
LyraRide: info@lyrakart.com