Verification ke 5 Pillars
1. Identity Verification
- Aadhaar card (last 4 digit display, photo cross-check)
- PAN card (number + photo)
- Owner selfie (with property/vehicle/shop in background)
2. Reference Check
- 2 past customer references — MITRA team direct call (15-20 min each)
- Sawaal: punctuality, behaviour, charging-as-quoted, recommend-or-not
- Reference number sirf MITRA internal use, public nahi
3. Asset / Property Verification
- Taxi — RC + commercial license + vehicle photo (number plate visible)
- Hotel — Property photo + reception + sample room + GST certificate
- Restaurant — FSSAI license + kitchen photo + menu
- Guide — Government tourism license / ASI guide ID
4. Commitment Sign-off
- Fixed price commitment — MITRA listed rate hi customer ko milega
- Response SLA — 30 min me WhatsApp reply
- Review policy — fake / paid review = de-list
- Refund cooperation — disputed booking pe 7-day resolution
5. Ongoing Monitoring
- Random spot-check call (monthly 5% sample)
- Customer review monitoring (weekly digest)
- Response time tracking (auto via n8n)
- Annual re-verification (Aadhaar / PAN re-confirm)
De-listing Triggers
MITRA strict de-listing policy follow karta hai. Triggers:
- 3+ verified customer complaints in 90 days
- Charging more than MITRA listed price (one-strike de-list)
- Fake / paid review submission
- Response time consistently > 60 min
- 2+ no-show / unexplained cancellation
- Unprofessional / unsafe behaviour reported by 2+ customers
Customer Safety Promise
- Driver / provider details (name + photo + ID number) WhatsApp pe shared before service
- Trip / stay tracking via MITRA WhatsApp during service
- Female customers ke liye verified-female-driver option (taxi me)
- Emergency escalation — MITRA team 24×7 on standby
Privacy
Customer ki personal info MITRA ke alawa kisi 3rd party ke saath share nahi hoti. Provider ke saath sirf booking ke liye zaruri info (pickup point, time, group size) hi share hoti hai. Aadhaar / PAN public nahi karte — sirf internal verification record.
Dispute Resolution
- Step 1: WhatsApp pe complaint register (24 hrs me acknowledgement)
- Step 2: MITRA team investigation (3 working days)
- Step 3: Resolution — refund, free re-service, ya provider de-list
- Step 4: Customer feedback on resolution
Report a Provider
Agar kisi provider ne policy violate ki — extra paisa maanga, deri ki, safety issue raha — MITRA WhatsApp pe direct report karein. 24 hrs me acknowledgement, 72 hrs me resolution.
