User Terms & Privacy Policy

IMPORTANT NOTICE: THIS IS A LEGALLY BINDING AGREEMENT. PLEASE READ THIS ENTIRE DOCUMENT CAREFULLY.

AmbuGo is a technology platform. We do not provide medical transportation services, nor do we function as a transportation carrier or a healthcare provider. The Platform is a digital marketplace that connects you with independent, third-party ambulance service providers ("Drivers"). The actual transportation service, including all medical assistance and care, is provided directly by the Driver, who is not an employee, agent, or partner of AmbuGo. Your contract for transportation is directly with the Driver.

1. The Service

AmbuGo provides a technology platform that enables you to request and schedule emergency and non-emergency medical transportation services with independent Drivers. This includes facilitating communication, calculating estimated fares, and processing payments on behalf of the Drivers. You acknowledge that AmbuGo's role is strictly limited to that of a technology intermediary and that we have no responsibility or liability for the transportation services provided to you by Drivers, including their timeliness, quality, or the medical competence of their staff.

2. Your Account & Eligibility

• Age: You must be at least 18 years of age and legally competent to enter into a contract to create an account and use the Platform. If you are requesting a service for a minor (under 18 years), you must accompany them for the entire duration of the transport and you hereby accept these Terms on behalf of the minor and take full responsibility for their safety and conduct.
• Accurate Information: You agree to provide and maintain true, accurate, current, and complete information in your account at all times. The responsibility for providing the correct pickup address, destination, and contact details lies solely with you. Inaccurate information may lead to significant delays or failure of service, for which AmbuGo will not be liable.
• Account Security: You are responsible for all activity that occurs under your account. You must keep your account password and credentials confidential and notify us immediately of any known or suspected unauthorized use. Your account is non-transferable, and you may not authorize third parties to use your account.

3. Your Responsibilities & Conduct

• Lawful Use: You agree to use the Platform and the services for lawful purposes only. You will not use the Platform to transport illegal, hazardous, or dangerous materials, or for any fraudulent purpose.
• Respectful Conduct: You will treat the Driver and any accompanying medical personnel with respect and courtesy. You will not engage in any unlawful, threatening, harassing, or abusive behavior, either verbal or physical. You will not cause any damage to the Driver's vehicle or medical equipment. A fee may be charged for any damage caused.
• Accurate Service Requests: You are solely responsible for requesting the appropriate type of ambulance (e.g., Basic Life Support - BLS, Advanced Life Support - ALS, Patient Transport Vehicle) based on the patient's medical needs. AmbuGo is not a medical advisor and cannot make this determination for you. Requesting an inappropriate vehicle type is done at your own risk.
• Safety of Others: You agree not to do anything that could compromise the safety of the Driver, the patient, or the public during the transport. This includes not interfering with the Driver's operation of the vehicle or the use of medical equipment.
• Accompanying Passengers: The number of accompanying passengers is limited by the vehicle's capacity. You must ensure that any accompanying passengers also adhere to these standards of conduct.

4. Payment & Charges

• Fares: You will be charged a fare for the services you receive from the Driver, as calculated by the Platform ("Fare"). The Fare may include a base amount, distance charges, time charges, tolls, waiting charges, and other applicable fees or surcharges (e.g., for use of specific medical equipment like oxygen). You agree to pay the Fare in full.
• Payment Methods: You can pay the Fare through the digital payment methods available on the Platform (such as credit/debit card or UPI) or, if available, by paying cash directly to the Driver. You are responsible for ensuring sufficient funds are available.
• Non-Refundable: All payments made are final and non-refundable, except in cases of a verified service failure as determined by AmbuGo in its sole discretion.
• Cancellation Fee: You may be charged a cancellation fee if you cancel a ride after a Driver has been dispatched and has traveled a certain distance or time towards your location.
• Cleaning Fee: You may be charged a cleaning fee if you or any accompanying passenger soils or damages the interior of the ambulance, requiring professional cleaning services.
• Invoices: Upon completion of a trip, a summary or invoice will be made available to you through the Platform or sent to your registered email address. Any disputes regarding a Fare must be raised with our support team within 24 hours of the trip's completion.

5. Intellectual Property

AmbuGo is the sole owner of the Platform and all its content, including its design, layout, text, images, graphics, and the "AmbuGo" name, logo, and trademarks ("AmbuGo IP"). All rights are reserved. We grant you a limited, non-exclusive, non-transferable license to use the Platform solely for your personal, non-commercial use to request services. You agree not to copy, modify, distribute, sell, or reverse engineer any part of the AmbuGo IP or the Platform.

6. User Content

If you provide any content to the Platform, such as ratings or feedback ("User Content"), you grant AmbuGo a worldwide, perpetual, royalty-free license to use, copy, modify, and distribute your User Content in connection with operating and promoting the Platform. You are solely responsible for your User Content and represent that you have all necessary rights to grant us this license. AmbuGo is not responsible for and does not endorse any User Content.

7. Disclaimers & Limitation of Liability

• "AS IS" Service: The Platform is provided "as is" and "as available." AmbuGo does not represent, warrant, or guarantee that the Platform will be error-free or uninterrupted. We do not guarantee the availability, reliability, timeliness, quality, suitability, or accuracy of any Driver or their transportation services. Estimated times of arrival are only estimates and are not guaranteed.
• No Medical Liability: AmbuGo is not a healthcare provider and has no medical expertise. Any information on the Platform is for general informational purposes only and does not constitute medical advice. The quality of the medical transport service, including any medical care or assistance provided en route, is the sole responsibility of the Driver and their associated personnel. You expressly waive and release AmbuGo from any and all liability, claims, or damages arising from or in any way related to the medical services, or lack thereof, provided by a Driver.
• No Guarantee of Availability: While we strive to connect you with a Driver, the availability of ambulances is dependent on our network of independent providers. We do not guarantee that a Driver will be available at your location at the time of your request.
• Limitation of Liability: To the fullest extent permitted by law, AmbuGo, including its directors, employees, and affiliates, shall not be liable for any indirect, punitive, incidental, special, or consequential damages, including for personal injury, death, property damage, loss of profits, or loss of data, arising out of or in connection with your use of the Platform or the services provided by a Driver. AmbuGo's total aggregate liability to you in connection with these Terms or the services for any and all claims will not exceed one thousand Indian Rupees (INR 1000/-).

8. Indemnification

You agree to indemnify, defend, and hold harmless AmbuGo and its officers, directors, employees, and agents from and against any and all claims, losses, liabilities, damages, and expenses (including legal fees) arising out of or in connection with: (i) your breach of these Terms; (ii) your misuse of the Platform; or (iii) any claims from any third-party (including Drivers) as a result of your actions or omissions.

9. Data Privacy

Our collection and use of your personal information in connection with the Platform is described in our Privacy Notice. We collect data such as your name, contact details, location, and trip details to facilitate the service, ensure safety, and improve the platform. By using the Platform, you consent to the collection and use of your data as outlined in our Privacy Notice.

10. Termination

AmbuGo reserves the right to terminate or suspend your account and access to the Platform at any time, without notice, for any reason, including but not limited to, a breach of these Terms, any fraudulent or abusive behavior, or actions that may harm the reputation or safety of our community.

11. Governing Law & Dispute Resolution

• Governing Law: These Terms shall be governed by and construed in accordance with the laws of India.
• Jurisdiction: The parties agree to submit to the exclusive jurisdiction of the courts of Bengaluru, Karnataka.
• Arbitration: Any dispute, claim, or controversy arising from or relating to these Terms shall be settled by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996. The arbitration will be conducted by a single arbitrator, the language of the arbitration will be English, and the seat of the arbitration will be Bengaluru.

12. General Provisions

• Changes to Terms: We may amend these Terms from time to time. We will provide notice of material changes through the Platform or by other means. Your continued use of the Platform after such changes constitutes your consent to be bound by the revised Terms.
• Notices: We may give you notice through the Platform, by email to your registered address, or by other electronic means. All notices from you to AmbuGo must be sent to our registered email address.
• Entire Agreement: These Terms, together with the Privacy Notice, constitute the entire agreement between you and AmbuGo and supersede all prior communications and proposals.

2. Information We Collect

We collect information to provide and improve our services. The types of information we collect can be described as follows:

3. How We Use Your Information

We use the information we collect for the following purposes:

4. How We Share Your Information

We do not sell your personal information. We only share it in the following limited circumstances:

• With Drivers: We share your name, pickup location, and destination with the Driver who accepts your ride request to enable them to provide the service. Your phone number may be anonymized for communication.
• With Third-Party Service Providers: We work with third-party companies for services like payment processing, background checks, and cloud hosting. We only share the information necessary for them to perform these services on our behalf.
• For Legal Reasons: We may share your information if we believe it is required by applicable law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of AmbuGo, our users, or the public.

5. Data Retention and Deletion

We retain your personal information for as long as you maintain an account on the AmbuGo Platform. You may request the deletion of your account at any time. Following such a request, we will delete your information that we are not required to retain for legal, regulatory, or security purposes.

6. Security Measures

We are committed to protecting your data. We implement reasonable and appropriate technical, administrative, and physical security measures to protect your personal information from unauthorized access, loss, misuse, or alteration.

7. Your Rights and Choices

In accordance with the Digital Personal Data Protection (DPDP) Act and other applicable laws, you have the following rights regarding your data:

• Right to Access: You can request access to the personal information we hold about you.
• Right to Correction: You can request to correct or update any inaccurate or incomplete information.
• Right to Erasure: You can request that we delete your personal information, subject to our legal and operational retention needs.
• Right to Grievance Redressal: You have the right to have your grievances addressed.

8. Children's Privacy

Our services are not intended for use by individuals under the age of 18, unless they are accompanied by a parent or legal guardian who accepts our Terms on their behalf. We do not knowingly collect personal information from children under 18.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make significant changes, we will notify you through the Platform or by other means, such as email. We encourage you to periodically review this policy for the latest information on our privacy practices.

10. Grievance Officer and Contact Us

If you have any questions, concerns, or complaints about this Privacy Policy or our data practices, please contact our Grievance Officer:

We will address your concerns in a timely and effective manner.