Standard Operating Procedures (SOP)

• Customers should report any cleanliness, maintenance, or vehicle-condition issue as soon as possible, preferably before accepting vehicle keys.
• The Operations Team will promptly verify the complaint with the vendor partner.
• Zero Compromise on Safety: Vehicles with safety-related defects must not be handed over or driven until the issue has been certified as resolved.
• Depending on fleet availability, RivoCars may arrange a suitable replacement vehicle, an upgraded alternative, or cancellation with full applicable refund.
• Repeated complaints regarding vehicle condition may result in formal warnings, reduced booking allocation, or temporary suspension of vendor listing.

• Vendors must verify and lock vehicle availability prior to accepting any confirmed booking.
• If a confirmed vehicle becomes unavailable due to breakdown or force majeure, the vendor must notify the RivoCars Operations Team immediately.
• RivoCars will attempt to arrange an equivalent or higher-category replacement vehicle, subject to customer review and approval.
• Any adjustment in vehicle model, category, transmission, or pickup location must be explicitly communicated to the customer prior to final dispatch.
• If a suitable replacement cannot be provided, the customer will be issued an immediate 100% cancellation and refund solution.

RivoCars adheres to strictly measured internal service standards for handling dispatch and pickup delays:

• Vendors must communicate potential delays promptly and provide real-time location updates.
• Where a delay is vendor-attributable, appropriate compensation or booking extension will be credited to the customer.

• Customer Support will immediately attempt multi-channel contact via registered phone, WhatsApp, and emergency contacts.
• The vehicle's telematics, GPS location, fuel level, and odometer readings will be logged and archived.
• Any recovery, towing, long-term parking, or immobilization expenses must be documented and billed per the rental agreement.
• Suspected vehicle theft, breach of geo-fence, or public risk will be escalated to law enforcement and recovery partners.
• Security deposits are not automatically forfeited arbitrarily; deductions must be justified by invoice and evidence.

• Upon return, vehicle condition, fuel gauge, FASTag charges, and odometer readings will be finalized.
• Where no damage or fines exist, RivoCars will initiate the deposit refund within 24–48 business hours.
• If deductions are proposed, an itemized breakdown with photos and invoices will be sent to the customer.
• Undisputed balances will not be withheld; partial refunds are issued while individual items are reviewed.

• Every rental has a unique, traceable Booking ID for financial reconciliation and audit tracking.
• Settlement summaries detail gross booking amount, platform commission (30%), adjustments, and net payout.
• Eligible vendor payouts are typically processed within 2–3 business days following trip sign-off.

To uphold reliability, vendor cancellation rates are calculated across a rolling 30-day window:

• Vehicles dispatched must match model, fuel type, transmission, and seat configuration chosen during booking.
• A substitute vehicle must never be delivered without the customer's prior, explicit confirmation and acceptance.
• If a lower-tier vehicle is accepted by the customer, the price difference will be refunded instantly.
• If a customer rejects an unauthorized substitution, RivoCars will initiate an immediate replacement or full refund.

• Customers must produce physical original Aadhaar and a valid Driving License before keys are handed over.
• Digital photos of vehicle exterior, odometer, and fuel gauge must be recorded at handover.
• Trip extensions require prior approval through the platform or verified customer support representative.

All grievances follow a rigorous 5-step dispute protocol:

Customers and vendors are expected to adhere strictly to booking terms, safety protocols, and statutory regulations. RivoCars periodically audits operations and updates these procedures to reflect operational and regulatory standards.