Content Policy

Draft — published for the invite-only beta; this text may change.

Draft. This text is a draft awaiting legal review and may change before it takes effect. No date is shown on this page yet; one will be added when the text is published. The Community Guidelines say the same rules in plain words for the person about to write a review.

1. What this policy covers

This policy covers the content users add to knowyourRide:

• reviews: the four ratings, the platform, the ride date and the optional text;
• evidence: the one image a reviewer may attach to verify a review;
• report notes: the optional text added when reporting a review;
• helpfulness votes.

It does not cover things users do not write. Pseudonyms are generated by us. Profile cosmetics are a fixed catalogue. Safety alerts are written by our team. Scores are calculated from reviews.

2. Content that is not allowed

3. Checks before a review is published

Every review's text is checked automatically before it is stored, and again whenever its text is edited.

• Masked. Phone numbers, UPI IDs and email addresses are replaced with a mask. The review is published with the mask in place.
• Held. A review whose text appears to accuse someone of an offence or to threaten someone, to contain a slur, to give an address or an identity or bank number, to contain a link, or to repeat the same author's recent review, is held. A held review is visible only to its author, marked Under review, and stays hidden until a moderator publishes or removes it.
• Recorded, not held. Strong language that is not a slur, and text written mostly in capitals, are recorded for moderators and do not stop publication. A slur is a word that demeans a person or a group for their caste, religion, gender, sexuality, disability, ethnicity, region or skin colour, and it is held.
• Busy vehicles. When one vehicle receives an unusual number of reviews in a day, its new reviews wait for moderation instead of publishing, and the vehicle's page says that recent activity is being checked.

These checks do not decide whether a review is true. They decide whether a review is published straight away.

4. Reports

• Any signed-in user can report a published review, choosing one of: spam, abusive language, misleading information, harassment, personal details shared, legal concern, or something else.
• One report per person per review. The reviewer is not told who reported them, and reporters are not notified of the outcome.
• A review with three open reports is held until a moderator decides.
• Reports are limited per account per day.

5. Signals that change how much a review counts

We look for patterns across accounts, votes and vehicles, including bursts of activity, near-identical text, groups of accounts voting for each other or converging on one author, accounts that share a device, groups of accounts reviewing the same set of vehicles, and reviews by a vehicle's own driver. A review caught by these signals counts for less in scores, and the signals are visible to a moderator looking at that review. The signals are never shown publicly and never label a person.

6. Moderator decisions

A moderator can take four actions on a review:

Every decision is recorded with the moderator, the time and a reason. Notifications say what we did, never what a person is.

Account holds. An account that repeatedly breaks this policy can be put on hold, and the hold can be lifted. A held account can read everything and can cancel a pending account deletion, but cannot post, edit, vote, report or upload. We do not delete accounts as a sanction.

7. Evidence

• Accepted: one JPEG, PNG, WebP or HEIC image, up to 10 MB, per review.
• Redacted before any person sees it, our moderators included: faces, QR codes and barcodes, phone numbers, UPI IDs, one-time codes, Aadhaar numbers, PIN codes, email addresses, street addresses, and every name except the driver's first name. Location and camera data are removed. If redaction cannot run, the image is not shown to anyone.
• Never public. Only the uploader and our moderation team can see the redacted image. It is used to verify the review.
• The original is deleted once it has been checked, and never later than 30 days after upload.

8. Asking us to remove content (notice and takedown)

Anyone, whether or not they use knowyourRide, can ask us to review or remove content. This includes a driver or vehicle owner a review concerns, and a reviewer who disagrees with a decision.

• How: write to the address on our grievance redressal page (/legal/grievance), or send a legal notice. A report made in the app can also be escalated into a case by our team.
• What to include: a link to or description of the review, the vehicle's registration number, what you believe is wrong with it, and how to reach you.
• What happens: every request becomes a logged case, with its source recorded. It moves through received, assessing, then actioned or rejected, then closed, and every change is timestamped.
• Deadlines: acknowledged within 72 hours, decided within 7 days, closed within 30 days.
• Records: we keep a monthly count of cases and of how many met each deadline.

9. What we do not do

• We do not read every review before it is published. Automated checks run on every review; people review what is held, pended or reported.
• We do not decide whether an offence took place, and we do not verify drivers, licences or vehicles.
• We do not remove a review because it lowers a score, and we do not remove or keep a review because anyone paid. KYR Plus changes nothing in this policy.
• There is no appeal inside the app. Disagreements go through grievance redressal (§8).
• Drivers cannot yet reply to reviews or claim a vehicle from the app.

10. When an account is deleted

When a user deletes their account, their published reviews stay published under a removed pseudonym and continue to count towards scores. A review the user removed before deleting stays removed.

11. Changes to this policy

We will update this policy as knowyourRide changes. The date at the top of the page says when it last changed.