Version: 5.7.2 Effective date: August 20, 2026 Market: United States
1. Why this document exists
A transport platform connects strangers in a moving vehicle. That is a setting where conduct rules matter more than they do in most software, and where the consequences of getting it wrong are physical rather than financial.
This document sets out the standards everyone using FleetOS follows, what happens when someone does not, and — in section 7 — the risks that come with transportation and that you accept by using the Platform Services. It applies to Passengers, Drivers, Office personnel and anyone else who touches the Platform Services.
It forms part of your agreement with FleetOS under FOS-01.
2. Core principles
Everyone is entitled to be safe. Physical safety comes before service, before ratings, and before completing a Ride. Any person may end a Ride at any time if they reasonably believe they are unsafe.
Everyone is entitled to be treated with respect. No one has to tolerate abuse, harassment or discrimination as a condition of using or working on this platform.
Everyone is entitled to a fair process. Where we restrict someone's access, we tell them the reason and give them a route to challenge it, except where immediate action is necessary to protect someone.
Honesty is required. Records, documents, identity and reported incidents must be accurate. Falsification is treated as a serious breach.
3. Rules for everyone
3.1 Conduct
You must not:
threaten, assault or physically harm any person;
harass, intimidate, stalk or bully any person, in the vehicle or through platform messaging;
discriminate against or harass any person on the basis of race, colour, ethnicity, national origin, religion, sex, gender identity, sexual orientation, marital status, age, disability, pregnancy, or any other characteristic protected by applicable law;
make unwelcome sexual advances, comments or contact of any kind;
use slurs, hate speech, or language intended to demean a person or group;
record another person without their knowledge where the law requires their consent;
contact another user outside the platform for a purpose unrelated to the Ride, or retain their contact details after the Ride ends;
take or share another user's personal information, photograph or location.
3.2 Safety
You must not: carry or use a weapon in violation of applicable law; carry hazardous, flammable or prohibited materials; be intoxicated to the point of endangering yourself or others; interfere with the safe operation of a vehicle; distract or obstruct a Driver; or refuse to wear a seatbelt where one is fitted and required.
3.3 The vehicle
You must not smoke, vape or consume alcohol or controlled substances in a vehicle unless the Office expressly permits it and the law allows it. You must not damage, soil or deface a vehicle. You may be charged a cleaning or repair fee by the Office, at the rate it publishes and supported by evidence.
3.4 Honesty and the platform
You must not: create a false account or use another person's account; misrepresent your identity, licence, qualification or insurance status; falsify a compliance record, document or expiry date; falsify a Ride, a fare, a location or an incident report; manipulate ratings, promotions, referrals or credits; use automated means to interact with the Platform Services except through an authorised API; interfere with dispatch or with another user's access; or attempt unauthorised access to any system or account.
3.5 Unlawful use
You must not use the Platform Services in connection with: human trafficking, forced labour or exploitation; the transport of trafficked persons; sexual exploitation, and in particular any exploitation of a child; the transport or distribution of illegal drugs or weapons; terrorism or its financing; the transport of stolen goods; or any other criminal activity.
| Where we identify credible evidence of trafficking, exploitation of a child, or imminent serious harm, we will act immediately, will preserve evidence, and will report to the appropriate authorities. This is not subject to the notice-and-appeal process in section 10. |
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4. Additional rules for Drivers
Beyond section 3, you must:
hold and maintain every licence, permit, work authorisation, vehicle registration and insurance that applies to you, and keep them current in the app;
be fit to drive: sober, rested, and not impaired by medication, illness or fatigue;
observe applicable driving-hours and rest requirements;
not use a handheld device while driving;
inspect your vehicle before going online and not operate a vehicle that is unsafe;
carry only the number of passengers the vehicle is licensed and equipped for;
follow the agreed route unless safety, traffic or the Passenger requires otherwise;
not solicit payment outside the platform where the Office's rules or the law prohibit it;
not refuse a Ride on a discriminatory basis;
accommodate service animals as required by law, regardless of personal preference or allergy, unless a specific legal exemption applies to you;
respect Passenger privacy and not disclose Ride information;
report a serious incident immediately.
5. Additional rules for Offices
Beyond section 3, an Office must: operate only under valid licences; authorise only Drivers and vehicles that meet legal and its own requirements; maintain required insurance; verify documents before affiliation and monitor expiry; investigate complaints and incidents involving its Drivers; cooperate with FleetOS and with authorities; and not retaliate against a Driver or Passenger for making a good-faith safety report. Full obligations are in FOS-06.
6. Safety features and their limits
6.1 What we provide
The Platform Services include safety tooling that may include trip sharing, an in-app emergency button, incident reporting, masked communications, and trip records available for investigation. Available features vary by market and are shown in the app.
6.2 Reporting an incident
Report safety incidents through the in-app Safety Center or the market-specific “Safety Report” channel in the FleetOS Legal Center. Reports involving alleged crime, serious injury or an imminent risk are prioritised and escalated immediately.
6.3 What we do with a report
We acknowledge, assess urgency, preserve relevant records, and act — which may include restricting access pending investigation, notifying the Office, and cooperating with authorities. We tell the reporter what we have done to the extent we lawfully can. We do not disclose the outcome of action taken against another individual where doing so would breach their privacy.
6.4 The limits of these features
| FleetOS is not an emergency service. The emergency features in the app are a convenience that may connect you to, or provide information for, local emergency services. They do not replace calling emergency services directly. They depend on your device, your battery, your network connection, location accuracy and third-party systems, and any of those may fail. |
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| Immediate safety action is protective and may be taken before the facts are finally determined. Except where law or uncontested evidence permits permanent action immediately, a permanent removal follows the investigation process in section 10.2 and remains subject to the appeal process in section 10.5. |
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| In an emergency, call your local emergency number first. Do not rely on any FleetOS feature to summon help. |
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FleetOS does not provide continuous human monitoring of Rides and has no staff physically watching each trip. Where enabled, automated systems may process live or near-live location, trip status, device signals or telematics for dispatch, navigation, fraud detection and safety features. Those systems are not an emergency service and cannot guarantee human review or physical intervention.
6.5 Retaliation prohibited
No Office, Driver or user may retaliate against a person for making a good-faith safety report. Retaliation is itself a serious breach and is treated under section 10.
7. Assumption of risk and release
| This section affects your legal rights. Read it carefully. It does not apply where the law of your market makes it unenforceable — see FOS-05 and section 7.5. |
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7.1 The nature of the risk
Road transport carries inherent risks that cannot be eliminated by technology, screening or rules. These include traffic collisions, other road users, mechanical failure, road/weather/traffic conditions, conduct of Drivers, Passengers and third parties, illness and criminal acts. The transportation provider for your specific Ride — an Office in Operator Network mode or, where legally activated, the Local FleetOS Entity in FleetOS Direct mode — is identified before booking.
7.2 What you accept
To the maximum extent permitted by applicable law, you knowingly and voluntarily accept these risks when you use the Platform Services to book, provide or take a Ride.
7.3 What you release
To the maximum extent permitted by applicable law, for an Operator Network Ride you release your Local FleetOS Entity and its officers, directors, employees, contractors and agents from claims arising solely from conduct, acts or omissions of the independent Office, its Office-affiliated Driver, its vehicle, another Passenger or a third party to the extent FleetOS has no legal responsibility or operational control, subject always to §7.4. This release does not apply to a FleetOS Direct Ride to the extent the Local FleetOS Entity is legally responsible for its own Direct transportation operation, Direct Driver or vehicle. It never releases a different FleetOS market entity merely because of common branding or technology.
7.4 What this release does not cover
This release does not extend to FleetOS's own negligence, gross negligence, recklessness, fraud or wilful misconduct; any liability that cannot lawfully be released; any liability of an Office or Office-affiliated Driver for an Operator Network Ride; any legal responsibility of the Local FleetOS Entity for a FleetOS Direct Ride; or any claim under a compulsory motor-insurance scheme.
For an Operator Network Ride, your claims against the Office and its Driver are not affected by this section. For a FleetOS Direct Ride, the Local FleetOS Entity remains responsible to the extent applicable law makes it responsible for the Direct service, Direct Driver or vehicle.
7.5 Where this does not apply
Some jurisdictions do not permit a release of liability for personal injury or death, or void such releases as against public policy. Where that is the case, this section does not apply to you, and the remainder of these Standards continues in force. California Civil Code section 1542 and equivalent provisions elsewhere are addressed in FOS-05 Part A.
8. Insurance — what FleetOS does and does not provide
| Operator Network: FleetOS does not provide, arrange or underwrite the Office’s transportation insurance. FleetOS Direct: Direct mode may not be activated unless the Local FleetOS Entity verifies the transportation, vehicle, worker/employer and other insurance legally required for that Direct operation. |
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For Operator Network Rides, insurance is the responsibility of the Office and, where applicable, the Office-affiliated Driver and vehicle owner, under market law and FOS-06 Schedule 4. For FleetOS Direct, the Local FleetOS Entity must verify the legally required Direct-operation coverage before activation.
Before relying on insurance for an Operator Network Ride, ask the Office what coverage applies. FleetOS makes no representation that it currently carries any particular corporate, cyber, technology, general-liability or transportation insurance unless a current policy or Legal Center disclosure expressly says so.
9. Ratings, reviews and user content
9.1 How ratings work
Passengers and Drivers may rate each other and leave comments. Ratings are descriptive data used to inform Offices and to identify patterns requiring review. A rating is not an endorsement or certification by FleetOS, and we do not label anyone recommended, safe or certified.
9.2 Standards for content
Content you submit must be accurate, must relate to your actual experience, and must not be abusive, discriminatory, obscene, threatening, defamatory, or contain another person's personal information. It must not be submitted for payment or in exchange for anything of value.
9.3 Removal and appeal
We may remove content that breaches these standards, and we may remove a rating that we determine was given in retaliation for a good-faith safety report, was discriminatory, or resulted from a manipulation attempt.
If your content is removed or your rating is affected, you may appeal under section 10.5. If you believe content about you is inaccurate or defamatory, report it at the Content Report channel in the FleetOS Legal Center with the specific content and the reason; we will review it and act where the standards are breached.
9.4 Licence
You grant FleetOS a non-exclusive, worldwide, royalty-free licence to host, display and use content you submit for the purpose of operating the Platform Services. You retain ownership.
10. Enforcement
10.1 Graduated response
We match the response to the conduct. We consider severity, whether anyone was harmed or endangered, intent, whether it is a repeat, the accuracy of the evidence, and the person's explanation.
| Level | Conduct | Typical response |
|---|---|---|
| 1 | Minor first breach — cleanliness, lateness, tone | Educational notice |
| 2 | Repeated minor breach, or a moderate first breach | Formal warning; may require acknowledgement before continuing |
| 3 | Serious breach — harassment, discrimination, unsafe driving, document falsification | Suspension pending investigation |
| 4 | Severe breach — violence, sexual misconduct, impairment, weapons, trafficking, exploitation of a child | Immediate safety suspension pending investigation; permanent removal where the conduct is substantiated, admitted, established by reliable evidence, or removal is legally required; report to authorities where appropriate |
| — | Objective control — expired document, sanctions match, security compromise | Automatic gate; lifted when the underlying condition is resolved |
10.2 Investigation
We investigate proportionately: we review platform records, trip data, communications and any evidence supplied; we give the person a chance to respond except where immediate action is necessary; and we document the decision and its basis.
10.3 What a FleetOS decision is and is not
For an Office-affiliated Driver, a FleetOS restriction is a platform-access/safety decision, not an employment decision for the Office, and does not itself end the Driver's relationship with that Office. A FleetOS Direct Driver is governed separately: access and engagement actions must follow the Direct-driver agreement and applicable law. An Office's decision to end its affiliation does not by itself remove the Driver's FleetOS identity account.
10.4 Immediate action
We may act immediately, without prior notice, where there is a credible risk of serious harm, evidence of criminal conduct, a sanctions or restricted-party match, a security compromise, or a legal requirement to act. We tell the person as soon as it is safe and lawful to do so.
10.5 Appeal
You may appeal any enforcement decision once, through the Legal Center, within 30 days. Tell us what you think we got wrong and provide any evidence. The appeal is reviewed by someone who was not responsible for the original decision. We aim to respond within ten business days.
Appeal does not suspend a restriction imposed for safety reasons. Appeal does not limit your rights under FOS-05 or your right to complain to a regulator.
11. Accessibility and inclusive service
11.1 Our standard
We design the Platform Services to meet Web Content Accessibility Guidelines (WCAG) 2.2 Level AA, and we test against it. Where we fall short we will say so and fix it. Report an accessibility barrier at the Accessibility Report channel in the FleetOS Legal Center and we will respond within ten business days.
In the United States we work toward conformance with the Americans with Disabilities Act and applicable state accessibility law. In Qatar and Syria we apply the same standard as a voluntary floor and comply with any stricter local requirement.
11.2 Service animals
A Driver must accommodate a service animal where the law requires it, regardless of personal preference, allergy or religious objection, unless a specific legal exemption applies. Refusing a service animal where the law requires accommodation is a Level 3 breach under section 10.1.
11.3 Wheelchair and mobility access
Where an Office offers wheelchair-accessible vehicles, the Platform Services will surface that availability. FleetOS does not itself operate vehicles and cannot guarantee accessible vehicle availability — that depends on the Offices operating in your market.
11.4 Assistance
Drivers should offer reasonable assistance with entry, exit and luggage where a Passenger requests it and it is safe to do so.
11.5 Language
Where a market requires it, the Platform Services and these Standards are provided in the local language. In Qatar and Syria, Arabic and English are both provided and Arabic controls.
12. Changes
We may update these Standards. Material changes are notified conspicuously, and where a change materially expands what is prohibited or the consequences of breach, we ask for renewed acceptance under FOS-01 §8.