Safety & Reliability
Last updated: 28 Oct 2025
Your safety is our priority. From rigorous guide screening to live trip tracking and round-the-clock support, we design every step to keep rides transparent, reliable, and comfortable.
Guide Screening & Standards
Identity & Eligibility
- Government ID verification
- Valid guide’s license & vehicle documents
- Minimum driving experience required
Background & Compliance
- Background and sanctions checks where applicable
- Ongoing compliance reviews
- Zero-tolerance for impaired or unsafe driving
Vehicle Quality
- Roadworthy condition & routine checks
- Clean interior & seat-belt availability
- Child seat policy clarity (bring-your-own or on-request where available)
Performance Monitoring
- Post-trip ratings & feedback
- Quality audits for low-rated trips
- Coaching or removal for repeated issues
Live Tracking & In-Trip Tools
Live Location
Share your trip link with friends/family and follow progress in real time.
One-Tap Help
Quick access to in-app support and local emergency numbers from the trip screen.
Status Updates
Pickup ETA, guide arrival, route changes, and completion receipts keep you informed.
Support & Incident Response
24/7 Support
- In-app chat and email support around the clock
- Escalation workflows for urgent cases
- Response SLAs for billing, safety, and lost-and-found
Incident Handling
- Prioritize rider safety; contact local authorities first if needed
- Preserve trip data and evidence
- Follow-up with outcomes and compensation where applicable
Insurance Summary & Key Policies
Insurance Overview
A high-level summary of coverage applicable to rides in supported regions (not a policy document).
Cancellation Highlights
Clear windows, no-show rules, and fees displayed during booking and in your receipt.
Payments & Receipts
Transparent fares, itemized receipts, and secure payment processing.
Note: Insurance, fees, and terms vary by location. See Terms of Service and region-specific notices in the app.
Community Standards
- Mutual respect: zero tolerance for harassment, hate speech, or discrimination.
- Safety compliance: seat belts, child-seat rules, and local traffic laws.
- Honesty: accurate locations, no fraudulent disputes, and truthful reviews.
- Cleanliness & care: keep vehicles tidy; damage or cleaning fees may apply.
Data Security & Privacy
- Encrypted transport and strict access controls for personal data.
- Minimal retention periods; we keep data only as long as necessary.
- Full policy: see our Privacy Policy.
Safety FAQs
How do you verify guides?
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We verify identity, licensing, vehicle documents, and run checks where permitted. Ongoing reviews ensure compliance and quality.
Can I share my live trip?
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Yes. From the trip screen, share your live tracking link with trusted contacts so they can follow your route and ETA.
What if my guide is late?
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You’ll receive updated ETAs. Waiting time policies are shown at booking; fees apply only after the grace period.
Do you offer child seats?
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Availability varies by region and vehicle. You can bring your own or request in advance where supported.
What’s your cancellation policy?
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Windows and fees are displayed before confirmation and in the receipt. No-show rules may apply to compensate guides.
How are lost items handled?
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Contact support via the app with your trip details. We coordinate with the guide to help recover items when possible.
Is my data secure?
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We use encrypted transport, strict access controls, and minimal retention. See our Privacy Policy for full details.
How do I report a safety issue?
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Use the in-app “Report an issue” option or visit the Support Center. For immediate danger, call local emergency services first.
Emergency
If you’re in immediate danger, call local emergency services first.
Report an Issue
Tell us what happened so we can help.
OpenPolicies & Terms
Read how bookings, cancellations, and refunds work.
Open