Partner support

Help for partner drivers

Replies within 1 business day · info@vidhilekhalab.com

This page is for partner drivers and vehicle owners. If you are a parent, go to Support instead. Not a partner yet? Start at Drive with us.

After an accident, call 112 first

If anyone is hurt, call the police and emergency services on 112 and look after the children first. Tell us as soon as it is safe to do so — we will contact the parents, pull the trip record, and take the vehicle off the route until it is checked. Never leave the scene of an incident involving a child.

How to reach us

Email info@vidhilekhalab.com. To get a useful answer in the first reply, tell us:

• your name and the city you drive in;
• your vehicle number;
• the date and route, if your question is about a particular trip; and
• photographs of any document you are asking about.

Joining and verification

• Applying — what the process involves and how long it takes. The four steps are set out on Drive with us.
• Documents — what we need: commercial driving licence, police verification, and the vehicle's registration, fitness, permit, and insurance.
• Police verification — if yours is not done or has expired, tell us and our team will help you get it.
• Renewals — send us a renewed licence, fitness certificate, permit, or insurance policy as soon as you have it, so your profile stays active.
• Inspection — what the vehicle safety inspection covers and how to book or rebook one.

Your van and safety equipment

• Damaged or missing equipment — a stop sign, first-aid kit, fire extinguisher, or any other fitting that is broken, missing, or unusable. Report it before your next school trip.
• Re-checks — when your vehicle is next due for a safety re-check, and what happens if it does not pass.
• Changing vehicle — if you are moving to a different van, it has to be inspected and fitted before it carries children.

The driver app

• Signing in — OTP not arriving, or a changed mobile number.
• Trips — the trip not starting or not ending, or attendance not saving.
• Tracking — parents reporting that they cannot see the ride. Check that location permission is on and the app is running for the whole trip.
• Battery and data — if the app is draining your phone, tell us your device model and we will look at it.

Fees and payouts

• How you collect — you choose whether to keep collecting fees from parents yourself or to have us collect on your behalf. You can switch; tell us and we will set it up.
• Monthly account — questions about what was collected and what is due to you.
• Payout details — changing the bank account or UPI ID we pay into. We will confirm the change with you before it takes effect.

Trips, parents, and complaints

• A complaint about you — we will tell you what was reported and give you a chance to explain before any decision.
• A problem with a parent — a family that repeatedly keeps the van waiting, an unsafe stop, or anyone who behaves badly towards you. Tell us; you should not have to handle it alone.
• Route changes — adding or removing a stop, or changing timings.
• Time off — planned leave or a vehicle in the workshop, so parents can be told in advance.

Your data

• What we hold — set out in the Partner Privacy Notice, including what parents can and cannot see about you.
• Access or correct it — email us and we will respond within 30 days.
• Delete it — see Delete Account. Some records tied to a child's safety or a legal obligation have to be kept.
• Grievances — our grievance officer's contact details are in the Partner Privacy Notice.

If you are unhappy with an answer

Say so and we will treat it as a formal complaint. We acknowledge complaints within 72 hours and aim to resolve them within 30 days, as set out in our Terms of Use. Your duties as a partner, and the grounds on which a driver or vehicle can be suspended, are in sections 7 and 12 of the same document.