Privacy Policy

Directorate of Urban Transport, Government of Uttar Pradesh
Effective Date: October 04, 2025

This Privacy Policy describes how the Directorate of Urban Transport, Government of Uttar Pradesh (“Directorate”, “we”, “our”, or “us”) collects, uses, and protects your information when you use the “eCityBus UP” mobile application (“App”). The eCityBus UP App enables citizens to book digital bus tickets, purchase and manage bus passes, track buses in real time, and access SOS emergency services within the Urban Transport network of Uttar Pradesh.

By installing or using eCityBus UP, you agree to the terms of this Privacy Policy and related terms of service.

1. Information We Collect

We collect and process limited data to provide safe, efficient, and convenient services through the eCityBus UP App.

a. Personal Information

• Name, gender, date of birth, and mobile number (for user registration and KYC)
• Photograph, Aadhar card detail & school/college ID (for identification in bus passes)
• Contact details such as phone number or email address for communication

b. Ticketing and Pass Data

• Bus pass and ticket details, transaction references, fare amounts, and validity periods
• Bus route and travel history information

c. Location Data

• Real-time GPS data (if permission is granted) for bus tracking, ETA display, and SOS features

d. Device & Usage Information

• Device type, operating system, unique device identifiers, crash logs, and usage analytics

e. Payment Information

• Payment transaction references from authorized payment gateways (the Directorate does not store credit/debit card or UPI details)

2. Purpose of Data Collection

Your information is used for the following purposes:

• To issue and manage digital bus passes and tickets
• To provide live bus tracking and estimated time of arrival (ETA) for buses operated under the Urban Transport Directorate, Government of Uttar Pradesh, through its Special Purpose Vehicles (SPVs)
• To provide SOS emergency support and improve commuter safety
• To enhance user experience, service reliability, and operational efficiency
• To comply with applicable government rules, laws, and administrative requirements

Disclaimer on Live Bus Tracking and ETA: The live bus tracking feature of the eCityBus UP App is subject to data received from Vehicle Tracking System (VTS) devices installed in buses. Actual bus locations, routes, or ETA may vary due to GPS signal issues, network conditions, or technical delays. The Directorate of Urban Transport shall not be responsible or liable for any loss, delay, or claim arising from inaccurate or delayed tracking data or ETA displayed in the App.

3. Terms of Ticket and Pass Usage

• All bus passes and tickets are non-transferable and non-refundable.
• Passes remain valid only until the expiry date mentioned at the time of issue.
• Passes and tickets can be used only on city buses operated by the Urban Transport Directorate, Government of Uttar Pradesh, including its SPVs.
• It is mandatory to show your pass or ticket to authorized personnel upon request.
• Any misuse, alteration, duplication, or sharing of a pass or ticket will result in cancellation and may attract legal action.
• The Directorate shall not be held liable for service disruptions, schedule deviations, or losses caused due to technical or operational issues in the eCityBus UP App.

No Refund Policy

• Once an M-Pass or M-Ticket is purchased through the eCityBus UP App, no refund or cancellation will be processed under any circumstances.
• Users are advised to verify all details carefully before making payment for any pass or ticket purchase.
• The Directorate of Urban Transport bears no financial liability for any mistaken, duplicate, or unauthorized transaction made by the user.

Special Conditions for Discounted Passes (Student / Senior Citizen)

• Users applying for discounted passes (such as Student Passes or Senior Citizen Passes) must upload valid and verifiable documents as proof of eligibility.
• If the documents or information provided are found to be incorrect, falsified, or misleading, the Directorate of Urban Transport reserves the full right to:
• Seek clarification or additional proof from the user, and
• Suspend or cancel the issued pass immediately if the user fails to provide satisfactory clarification.
• The Directorate may also initiate legal action as per applicable laws in case of fraudulent or false declarations.

4. Data Sharing and Disclosure

The Directorate may share user data only in the following cases:

• With authorized SPVs, transport operators, and technology partners to facilitate services
• With payment gateway providers to process transactions
• With law enforcement agencies or government authorities when legally required

We do not sell or rent user data to any private entity or individual.

5. Data Storage and Retention

• All user data is stored securely on government or authorized cloud servers within India.
• Data is retained only for as long as required for providing services or complying with legal obligations.
• When a user deletes their account or withdraws consent, data is securely deleted or anonymized.

6. Data Security

The Directorate follows robust administrative, physical, and technical measures to safeguard all information collected through the eCityBus UP App. Encryption, firewalls, and access control measures are implemented to ensure data confidentiality and integrity.

7. User Rights

You have the right to:

• Access, review, or correct your personal information
• Withdraw consent or request deletion of your account/data
• File a complaint regarding misuse of data

All such requests may be addressed to:

All actions shall be taken in accordance with the Digital Personal Data Protection Act, 2023.

8. Children’s Privacy

The eCityBus UP App is intended for use by individuals aged 18 years or above. Minors may use the App only under the supervision and consent of a parent or guardian.

9. Policy Updates

This Privacy Policy may be updated from time to time to reflect changes in technology, regulations, or service features. Updates will be notified within the App or on the official Directorate website. Continued use of eCityBus UP implies your acceptance of the updated terms.

10. Contact Information

11. Consent

By using the eCityBus UP mobile application, you acknowledge that you have read, understood, and agreed to this Privacy Policy and the applicable terms of pass and ticket usage under the Urban Transport Directorate, Government of Uttar Pradesh.