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Community Guidelines

Turvy Community Guidelines

Australia and New Zealand

Our guidelines were developed to help make every experience feel safe, respectful and positive. They apply to everyone who uses Turvy’s platform (“Turvy Platform”), including but not limited to drivers ad riders. It also includes interactions with Turvy employees and contractors, including at Greenlight Hubs, through online support systems or over the phone. And in some instances, our guidelines apply to conduct outside the Turvy Platform that we become aware of, including but not limited to information from other platforms, when such conduct may threaten the safety of the Turvy Platform.

Thank you for joining us in supporting and safeguarding a welcoming environment.

The guidelines below help explain some of the specific kinds of positive community engagement on the Turvy Platform and the behaviours or circumstances that may cause you to lose access to the Turvy Platform. There will always be unforeseen events that may ultimately lead to your losing access to using the Turvy Platform and services. Still, the following guidelines —which we’ll update regularly—provide the basis for behaviour we expect from all in the Turvy community. Not following any one of our guidelines can constitute a material breach or violation of your agreement with Turvy and may result in the loss of access to part or all of the Turvy Platform.

Please take a moment to read them.

Guidelines for all of us

Everyone who signs up for a Turvy account must follow Turvy’s Community Guidelines. They reflect the following three pillars and the standards in each section.

Treat everyone with respect.

Our community is remarkably diverse, and, chances are, you will encounter people who might not look like you or share your beliefs—the guidelines in this section help to foster positive interactions during every experience.

Help keep one another safe.

We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written. In addition to following all of Turvy’s Community Guidelines, you can also find some more standards just for delivery under “Additional guidelines for delivery” below.

Follow the law

We’re committed to following all applicable laws and earning your trust. We expect everyone who uses the Turvy Platform to do their part and adhere to applicable laws and regulations and airport rules and regulations where applicable.

Your feedback matters

If something happens, whether good or bad, we make it easy for you to tell us directly in the app or contact the Turvy Support team. Our team is continuously improving our standards and policies, and your feedback is essential so that we can take appropriate action and keep our standards relevant as our technology evolves.

Treat everyone with respect.

Treat everyone in the Turvy community as you would like to be treated yourself: with respect. The actions you take while using the Turvy Platform can significantly impact the safety and comfort of others. Courtesy matters. You are expected to exercise sound judgment and behave decently toward other people when using the Turvy Platform and interacting with others in the Turvy community – just as you would in any public place.

For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself – whether it’s taking your rubbish home or cleaning up a spilled drink – you’ll help ensure that everyone has a pleasant ride. Most importantly, remember that when you interact with others in the Turvy community, you may meet people who may look different from you or think differently. Please respect those differences. We believe that everyone should feel supported and welcomed when interacting with others in the Turvy community. We’ve created standards and policies on physical contact, inappropriate conduct and sexual assault and misconduct, threatening and rude behaviour, post-trip communication, discrimination and property damage.

Physical contact

Don’t touch strangers or anyone you have just met while using the Turvy Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using Turvy Assist who may need help getting into and out of the vehicle). Hurting or intending to hurt anyone is never allowed.

Inappropriate conduct and sexual assault, and misconduct

We all value our personal space and privacy. It’s ok to chat with other people. But please don’t comment on someone’s appearance or ask whether they are single or their circumstances. Be mindful that people may not appreciate being asked about their personal lives, including children, work, lives, or relationship status.

Sexual assault and sexual misconduct of any kind are prohibited. Sexual assault and misconduct refer to sexual contact or behaviour without the other person’s explicit consent.

Personal space and privacy should be respected at all times. The following list provides examples of inappropriate conduct but is not exhaustive:

Threatening and rude behaviour

Aggressive, confrontational or harassing behaviour is not allowed. Don’t use language, make gestures or take actions that could be disrespectful, threatening or inappropriate. For example, don’t share graphic images (sexually explicit or depicting physical violence) with others in the Turvy community; this includes unsolicited sharing of such images through Turvy’s online support systems or with a Turvy Platform experience. It is also a good idea to avoid personal topics that can be divisive, like religion and political beliefs.

Post-trip contact

Contact should end when the trip or delivery is complete unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes texting, calling, social media contact, visiting or trying to visit someone in person after a trip or delivery has been completed. Do not share any unnecessary contact information.

Discrimination

You should always feel safe and welcome. We don’t tolerate discriminatory conduct or behaviour, including toward the Turvy Support team or at Greenlight Hubs. Do not discriminate against someone based on their age, colour, disability, gender identity, marital status, pregnancy, national origin, race, religion, sex, sexual orientation, or other protected characteristics.

For example, it is unacceptable to:

You can learn more about Turvy’s Non-Discrimination Policy here.

We also want to help increase the transport for people with disabilities. We have information available for drivers and riders and Turvy Eats users on this topic. You can go here to learn more about Turvy’s commitment to accessibility. Drivers using the Turvy Platform must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals and assistive devices (such as wheelchairs).

Property damage

Damaging property is never allowed. Some examples include damaging the car or other transportation requested through the Turvy Platform, breaking or vandalising a phone or tablet, intentionally spilling food or drink, smoking in a vehicle, damaging a merchant’s premises or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees outside of normal wear and tear.

Help keep one another safe.

Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age and more.

Account sharing

Account sharing is not allowed. You need to register and maintain an active account to use the Turvy Platform. Don’t let another person use your account. Never share your personal information used in connection with your account, including but not limited to username, password or photos of yourself, with anyone else to access the Turvy Platform.

People under the age of 18

You must be 18 years or older to have a Turvy account. You must be 18 years old to ride unaccompanied in a vehicle. Account-holders can’t request a ride or delivery for someone under 18 who will not be accompanied by either the account holder or another adult during the ride. Unless our local guidelines, terms, or other policies say otherwise, these age limitations apply.

If, as a driver, you notice at a pickup that your rider looks under 18, you can decline the trip and report it to Turvy. Refusing or cancelling a trip on this basis will not impact your driver-partner rating.

When ordering items, children are also not allowed to use an adult’s Turvy Eats account by themselves. All school deliveries should be made through the school reception unless otherwise directed by the school.

Extra passengers and non-account riders

When driving with Turvy, no one other than the driver, the requesting rider and the rider's guests should be in the vehicle. Unless our local guidelines, terms, or other policies say otherwise, these guidelines apply. When riding with Turvy, the account holder is responsible for the behaviour of their entire party. If you request a ride or a delivery for another adult, even if you don’t know them, you’re held responsible for their behaviour during their trip or delivery.

Vehicle information

For an easy pickup or delivery, the Turvy Platform gives riders and recipients identifying information about drivers and delivery people and their vehicles, including their licence plate number, vehicle make and model, profile picture and name. Inaccurate or outdated information creates confusion among riders and recipients and can diminish their experience using the Turvy Platform.

Drivers and delivery people must take trips using only approved vehicles. To provide accurate information, let us know your vehicle information and provide any updates to your documentation that may become invalid, like a driver’s licence that’s about to expire.

Seat belts

Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. By law, every delivery person using a vehicle, every driver, and rider—including those in the back seat—must always buckle up. Riders should request a car with enough seat belts for everyone in their party and not travel in large groups that exceed the number of seat belts in the vehicle. Drivers can decline a ride if there are not enough seat belts in their car for every rider.

Use of dash cams that record video and audio

Depending on your local laws and regulations, drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Turvy, law enforcement, or insurance companies if something goes wrong on a ride. Please note the following:

Be alert

Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road and being well-rested, so you can quickly react to any situation. The law requires you to drive safely, and this includes assessing your level of fatigue before logging on and throughout your driving time. Other activities you may have been doing during the day or night can contribute to fatigue. Remember, the only accurate preventative measure against fatigue is sleep. We review reports of crashes and potentially unsafe driving behaviour.

Proper maintenance and upkeep

Under the terms of their agreement with Turvy, drivers and delivery people are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts and tyres. This means supporting their car according to industry safety and maintenance standards and monitoring for and repairing any parts that the vehicle manufacturer recalls.

If you are involved in a road accident, we may restrict your access to the Turvy app while we review whether the vehicle continues to meet roadworthiness requirements.

Share the road

Safe roads require people to practice safe behaviour, including looking out for all travellers, regardless of how they get around.

Public emergencies

Turvy may take additional measures to try to preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies and general crises.

For example, suppose Turvy receives notice from a public health authority that someone using the Turvy Platform may present a potential for public harm. We may temporarily block the individual’s account until it is reasonably safe to allow the individual to resume using the Turvy Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Turvy Platform or impose another requirement to comply with guidance from authorities during a time of public health emergency, natural disaster or other general crisis, or when the continued availability of the Turvy Platform might present a danger.

Prohibited items

They were sending illegal, unsafe, or other prohibited items (listed here for Australia and here for New Zealand) via Turvy Direct or Turvy Connect. Violations may be reported to authorities.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using the Turvy Platform to commit any crime—such as transporting drugs, money laundering, engaging in drug or human trafficking or sexually exploiting children—or violating any other law is strictly prohibited.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws, including relevant health directions, airport rules and regulations when at the airport, and the road rules—including complying with traffic laws, signs and signals—at all times when using the Turvy Platform.

All relevant licences, permits, and other legal documents required for drivers must be kept up to date. For example, all drivers using a vehicle must maintain a valid driver’s licence, insurance, and vehicle registration. For ridesharing, this also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of crashes or traffic citations that may have happened during a trip or delivery and other words, including but not limited to those that may indicate poor, unsafe or distracted driving. Local rules about parking may determine where drivers and delivery people can park their vehicles when picking up orders, making deliveries or waiting for riders to arrive or exit a car. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.

For riders, let your driver handle the driving. For example, don’t touch the steering wheel for riders, and don’t tamper with the gear stick or other knobs, buttons, or components used to operate a vehicle. Don't ask a driver or delivery person to speed up or make illegal stops, drop-offs, or manoeuvres for riders.

When riding or parking a bike or scooter, be mindful of local regulations and rules; you can check your city government’s website for applicable laws. Following local regulations of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction and come to a complete stop at red lights and stop signs.

Car seats

Drivers and riders should comply with applicable laws when travelling with infants and small children. Where the use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat unless our local guidelines, terms or policies say otherwise. Children aged 12 and under should travel in the back seat.

When picking up riders travelling with small children, drivers can give them extra time to install a car seat before driving off properly. Suppose a rider doesn’t have the appropriate car seat. In that case, if a driver is not comfortable with a rider installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the middle, the driver can cancel the ride.

Service animals and assistive devices

Drivers using the Driver app may not deny a ride to a rider with a service animal or assistive devices (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws generally prohibit drivers from denying service to riders because of their service animals or assistive devices and from otherwise discriminating against riders with service animals or assistive devices. Knowingly refusing a rider a trip because of their service animal or assistive devices can lose access to the Turvy Platform.

By law, a driver is only allowed to ask a rider two things about a service animal: if the animal is required because of a disability and what work or task the animal has been trained to perform. By law, a driver can request documentation from a rider if a service animal is not easily identifiable as one. You can learn more about our service animal policy here.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed while using the Turvy Platform.

If you’re a driver or delivery person, you cannot drive or bike while intoxicated by law. The law prohibits driving or biking while under the influence of alcohol, drugs, or any other substance that impairs your ability to operate a vehicle safely. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your safety.

If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call 000/111. Once you have left the vehicle, please report your experience to Turvy.

Weapons ban

Riders and their guests, drivers, and delivery people are prohibited from carrying weapons while using the Turvy Platform to the extent permitted by applicable law. In addition, you can learn more about our global Firearms Prohibition Policy here.

Fraud

Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity, for example, when signing in or undergoing a security check, isn’t allowed. It is essential to provide accurate information when reporting incidents, creating and accessing your Turvy accounts, disputing charges or fees, and requesting credits. Only request fees or refunds that you’re entitled to, and use offers and promotions only as intended. Don’t knowingly complete invalid transactions.

Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip for fraudulent purposes or otherwise; accepting trip requests without the intention to complete, including provoking riders to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, accepting or completing fraudulent or falsified trips; actions intended to disrupt or manipulate the normal functioning of the Turvy  Platform, including managing the settings on the phone to prevent the proper functioning of the platform and the GPS; abusing promotions and not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records or other data for fraudulent purposes.

Street hails and off-platform pickups.

To enhance the safety of each experience, off-app pickups are prohibited. The law also bans street hails or touting while using the Turvy Platform, so never solicit or accept payment outside the Turvy Platform. Riders should not pay for trips in cash and rider trips from drivers outside the Turvy Platform.

Other unacceptable activities

Never use Turvy’s trademark or intellectual property without permission. If it’s required to display Turvy-branded items under local law, drivers should only use Turvy-branded items obtained from Turvy. Drivers should not display Turvy-branded items when they are not accessing the platform. Drivers should also return Turvy-branded items to Turvy if they lose access to the forum. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Turvy’s name or trademark—may confuse riders or recipients.

Your feedback matters

If something happens, whether good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is essential to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip or delivery. Honest feedback helps ensure that everyone is accountable for their behaviour. This accountability helps create a respectful, safe environment. And if something happens—such as a traffic accident—and you want to report it, you can tap Help in the app or visit help.turvy.com so that our Support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Turvy.

Ratings

Drivers and riders can give and receive ratings and feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe and transparent environment. Drivers can see their current rating in the app. Riders can see their rating displayed under their name by opening the app and touching the menu.

There is a minimum average rating in each city. This is because there may be cultural differences in the way people in different cities rate each other. Drivers and riders that don’t meet the minimum average rating for their city may lose access to all or part of the Turvy Platform. If your rating is approaching this limit, we will let you know and may share information that may help you improve your rating.

Suppose you’re looking to keep your average rating high. In that case, it’s helpful to be courteous and respectful to all people while using the Turvy Platform and interacting with others in the Turvy community. Drivers and delivery people using the Turvy Platform provide excellent service to riders and recipients. Most riders, delivery people and recipients are courteous and respectful, so most trips and deliveries run smoothly. Contacting Support will not lead to an individual rating being removed. We know that sometimes a trip or delivery doesn’t go well–that’s why your rating is average.

Suppose you’re a driver and lose access to your Turvy account for low ratings. In that case, you may have the opportunity to get back on the road if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course offered by third-party experts. Check with the Turvy Support team or go to help.turvy.com to find out more.

Trip acceptance

If you’re a driver and don’t want to accept trip requests, you can just go offline or log off.  This helps keep the system running smoothly for everyone.

For drivers, if you consistently decline consecutive trip requests, our technology may assume you do not want to accept more trips or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin confirming availability for trips again.

How Turvy enforces our guidelines

Losing access to the Turvy Platform may be disruptive to your life or business. That’s why we believe it is essential to have clear standards that explain the circumstances in which you may lose access to the Turvy  Platform. Suppose you violate any applicable terms of your contractual agreement with Turvy, any other applicable policies, any one of these Community Guidelines or any additional policies and standards that Turvy communicates to you from time to time. In that case, you can lose access to all or part of the Turvy  Platform. If you have more than one Turvy account, such as a rider account and a driver account, violating the Community Guidelines could lose access to all Turvy accounts. If you believe an error caused you to lose access to your account, you may contact the Turvy Support team.

Turvy receives feedback through various channels, reviews reports submitted to our Support team that may violate our Community Guidelines and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. At our sole discretion, we may put a hold on your account or turn your account inactive until our review is complete.

Not following any one of our guidelines may result in the loss of access to all or part of the Turvy  Platform. This can include reported violations of our Community Guidelines and specific actions you may take outside of the Turvy  Platform, including but not limited to other platforms if we determine that those actions threaten the safety of the Turvy community, our employees and contractors or cause harm to Turvy’s brand, reputation or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Turvy  Platform. Any behaviour involving violence, sexual misconduct, harassment, fraud or discrimination, or deceptive, illegal or unsafe activity while using the Turvy Platform can immediately lose access. Additionally, when law enforcement is involved, we will cooperate with their investigation by our Guidelines for Law Enforcement Authorities, found here.

Many states, cities, and airports regulate the provision of certain services, including ridesharing services, on the Turvy  Platform. If we determine that your driver or delivery person account does not comply with applicable regulatory requirements, we may be required to remove your access to the Turvy  Platform.

Lastly, all drivers and delivery people wanting to use the Turvy Platform undergo a screening process, including motor vehicle records and background checks. A driver or delivery person will lose access to their Turvy account(s) if a routine motor vehicle record check, background check or other check uncovers a violation of Turvy’s Community Guidelines or other criteria required by local regulators.

To read more about our Community Guidelines, go here.

Riders can access the Terms of Use for Australia and New Zealand. Partners can access their legal agreement with Turvy here.

 

 

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