The fine print,
in plain words.
How we handle your data, what you agree to when you book, and how refunds work. Written to be read, not skimmed. Last updated 22 September 2026.
Privacy policy
Namma Ambulance is operated by AmbuGo Private Limited, Bengaluru ("we"). This policy explains what we collect when you use the Namma Ambulance app, our website or our phone line, and why. It follows India's Digital Personal Data Protection Act, 2023.
What we collect
Your phone number and name to create a booking and call you back. Your live location while a booking is active, so the crew can find you and you can track them. Patient condition notes you or the crew enter, so the receiving hospital can prepare. Payment status (never card numbers — UPI is handled by your payment app). Device and crash data to keep the app working.
Why we collect it
To dispatch the nearest suitable ambulance, to alert the hospital ahead of arrival, to bill the metered fare, to send your receipt, and to meet our record-keeping duties under Karnataka's Private Medical Establishments rules.
Who we share it with
The assigned driver and crew (name, pickup point, phone). The receiving hospital (condition, ETA). The ONDC network gateway that processes the booking under the Beckn protocol — it sees the transaction, not your medical notes. Payment providers for settlement. Nobody else, and never for advertising. We do not sell data.
How long we keep it
Booking and trip records: 3 years, as required for medical transport records. Live location: deleted 24 hours after trip completion. Marketing preferences: until you withdraw consent.
Your rights
Ask for a copy of your data, correct it, or ask us to delete it (subject to the retention duties above) by writing to privacy@ambugo.help. We respond within 30 days.
Terms of service
By booking through the Namma Ambulance app, the website or +91 91805 91178 you agree to these terms.
The service
We connect you to licensed private ambulance operators and coordinate the trip. Fares are metered: a base fare for the first 5 km plus a per-km rate for the ambulance type you select, shown before you confirm. Tolls, if any, are added at cost and shown on the receipt.
Your part
Give an accurate pickup location and patient condition so the right ambulance type is dispatched. Be reachable on the number you booked with. Pay the metered fare on completion by UPI or cash.
Our part
Dispatch within 90 seconds of a confirmed booking whenever an ambulance is available in your zone; tell you immediately if none is. Provide a trained crew and an ambulance equipped to the type booked. Alert the receiving hospital with your ETA. Issue a GST receipt within five minutes of completion.
Limits
We are a transport and coordination service, not a hospital. Crews provide pre-hospital care within their certification. We are not liable for hospital admission decisions, treatment outcomes, or delays caused by traffic, weather or events outside our control. Our total liability for any trip is capped at the fare paid.
Misuse
Fake bookings and abuse of crews lead to a permanent block and, where warranted, a report to the police. Bookings are for genuine patient transport only.
Refunds & cancellations
Cancelling
Free to cancel within 2 minutes of booking. After dispatch, a ₹200 cancellation fee applies to cover the crew's travel — waived if the patient was taken by another ambulance or no longer needs transport for medical reasons; tell the dispatcher.
If we are late or don't show
If no ambulance is dispatched within 5 minutes of a confirmed booking, you may cancel free of charge. If we cancel on you, you pay nothing and your next booking is discounted.
Wrong fare
If the fare charged differs from the fare shown at booking (other than tolls or a route change you requested), the difference is refunded to your UPI account within 5 working days. Write to billing@ambugo.help with the trip ID from your receipt.
Grievance officer
Under the Consumer Protection (E-Commerce) Rules, 2020 and the DPDP Act, 2023, our Grievance Officer is reachable at grievance@ambugo.help or by post at AmbuGo Private Limited, Pamadi Arcade, 2nd Floor, 11, 22nd Main Road, Near PES College Road, Mysore Bank Colony, Banashankari, Bengaluru 560050. We acknowledge complaints within 48 hours and resolve them within 30 days.
Medical disclaimer
Namma Ambulance is a private emergency transport service. It does not replace 108 or 112. If you cannot pay, if we tell you no ambulance is available, or if you are unsure — call 108. Nothing in the app is medical advice; follow the instructions of the crew and the hospital.
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