Driver Verification and Platform Safety

Driver verification processes

Drivers responding to leads on the platform may be required to complete one or more of the following verification and profile validation processes, as determined by the platform:

Identity verification. Confirmation of the driver's legal identity through government-issued documents (such as Aadhaar) verified against authoritative databases.
Mobile number verification. The driver's contact number is verified to ensure they can be reached on the platform.
Driving licence validation. The licence number, class, and validity are checked against transport-office records. The required licence class depends on the vehicle type the driver intends to operate.
Document review. Supporting documents such as address proof, recent photographs, and any vehicle-related documents may be reviewed.
Other verification procedures determined by the platform. The platform may, from time to time, introduce additional checks as part of its ongoing effort to improve quality and reliability.

The driver's verification status , including any successfully completed checks , is shown on their profile inside the app. The customer reviews this profile before agreeing to engage the driver. Verification is a quality-maintenance mechanism on the platform; it does not constitute a guarantee or warranty of the service itself, which is performed by the driver under the terms mutually agreed between the customer and the driver.

What customers see on the platform

From request submission to end-of-trip, customers have these in-platform features available:

Driver profile. Name, photograph, verification status, displayed ratings and reviews from previous engagements, and operating-area indicators.
Direct communication. In-platform messaging and calling to discuss the engagement before mutually agreeing.
Live tracking. The driver's location is visible from the time they begin the journey through to arrival at the pickup point. After the trip starts, the route is logged on the platform for reference.
Trip sharing. The customer can share a live trip link with a family member; the link expires when the trip ends.
In-platform SOS. A safety button connects to the platform's support and to local emergency services if needed.
End-of-trip confirmation. The trip is closed only when both parties confirm completion, ensuring no premature closure.

How issues are handled

If something goes wrong during or after a trip, the platform provides channels to surface and resolve the issue:

Immediate safety concerns. Use the in-platform SOS. The support team is reachable 24x7 at support.mycalldriver.com.
Behaviour complaints. Submit a rating and a written review after the trip. The platform reviews complaints; consistent issues affect a driver's standing on the platform and can lead to removal.
Lost-item recovery. Reported through the trip-history record. The platform facilitates contact with the driver to coordinate handover.
Damage, accident, or disputes. The platform retains a trip record (timestamps, route summary, identities) for incident investigation. It facilitates communication between the parties but does not act as an arbitrator of the customer-driver agreement itself.

The platform's role in resolution is to facilitate , through retained records, support escalation, and the ratings/reviews mechanism , rather than to enforce the customer-driver agreement, which remains between them.

Driver expectations on the platform

Drivers responding to leads on the platform are expected to:

Honour the engagement terms they mutually agreed with the customer , pickup time, route, schedule, expected hours, and fare basis.
Operate the customer's car responsibly, respecting traffic rules and the customer's stated preferences.
Not consume alcohol or other intoxicants while engaged in a booking.
Maintain a professional manner with the customer; not record or photograph the customer, car interior, or route without explicit consent.
Complete the engagement as agreed and hand over the car keys at the conclusion of the booking.

Drivers who do not meet these expectations may receive rating impact and, for serious or repeated issues, may be removed from the platform.

Customer expectations on the platform

Customers using the platform are expected to:

Provide a vehicle that is roadworthy and carries valid registration, insurance, and PUC documents.
Honour the engagement terms mutually agreed with the driver , pickup time, route, expected hours, and how the fare and any incidental costs (fuel, tolls, parking) will be settled.
Communicate clearly and respectfully with the driver during the engagement.
Not ask the driver to break traffic rules or transport illegal items.
Settle the agreed fare promptly through whichever channel was mutually decided (in-platform or directly to the driver).

Customers who repeatedly mistreat drivers, dispute agreed fares without basis, or otherwise undermine the platform's trust mechanisms will not be served further on the platform.

Verification, ratings, and platform facilitation. Drivers may be required to complete identity, mobile, licence and document verification. In-platform safety features and dispute facilitation across India.

Frequently asked questions

What verification do drivers complete before responding to leads?

Drivers may be required to complete identity verification, mobile number verification, driving licence validation, document review, and other verification procedures determined by the platform. The completed verifications are shown on the driver's profile, which the customer reviews before agreeing to engage.

Does the platform guarantee the service?

No. The platform helps connect customers and drivers and provides technology services including driver discovery, lead distribution, communication, ratings, and dispute facilitation. The actual service is performed by the driver under the terms mutually agreed between the customer and the driver. Verification and ratings are quality-maintenance mechanisms, not service guarantees.

What safety features are available during a trip?

In-platform SOS connecting to the support team and local emergency services, live tracking, trip sharing with a family member, and trip-record retention. The customer and driver can communicate directly throughout the engagement.

How are complaints handled?

Customers can submit ratings and written reviews after the trip. The platform reviews complaints and consistent issues can affect a driver's standing and lead to removal from the platform. Trip records are retained for investigation purposes. For immediate safety issues, the in-platform SOS or the 24x7 support line at support.mycalldriver.com is the primary channel.

What if there is a dispute over the fare?

The fare is between the customer and the driver under the terms they mutually agreed before the trip. The platform retains a trip record and facilitates communication to help the parties resolve the dispute. It does not arbitrate the customer-driver agreement itself, but consistent dispute patterns affect the standing of either side on the platform.

Can a driver be removed from the platform?

Yes. The platform may remove drivers who do not honour mutually agreed terms, fail to complete required verification, receive consistent low ratings or complaints, or otherwise act in ways that undermine platform trust. The decision is at the platform's discretion.

How driver verification and platform safety work