Community Guidelines & Safety Policy

Effective date: 09-21-2026 · Version: 1.2 · Part of the Terms of Service.

Drivio works only if every customer and rider can trust the person on the other side of the trip. These guidelines apply to everyone, in every role, on every service (standard, pool, rental).

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1. Respect

• Treat everyone with courtesy. No harassment, threats, hate speech, or discrimination on any basis (gender, religion, ethnicity, disability, or anything else).
• No unwanted contact after a trip ends. Chat exists for coordinating the active ride.
• In-ride chat is covered by these guidelines. Sexual, abusive, threatening or discriminatory messages, and any message soliciting contact outside the trip, are a breach of them and may be reported from the chat itself.
• Respect property: the rider's vehicle, the customer's belongings.

2. Safety

• Follow traffic law. Speed limits, signals, helmets on bikes, seatbelts in cars.
• Zero tolerance for intoxication. Riders must never drive under the influence; customers who are unable to travel safely may be refused.
• No weapons and no illegal goods on any trip.
• Capacity limits are absolute: no more passengers than seats booked / legally allowed.
• Riders: keep GPS on during trips — live tracking is a customer safety feature, not an option.
• Emergency: call 15 (police) or 1122 (rescue) first, then report to us.

3. Honesty

• Use your real identity. One person per account; no sharing accounts.
• Riders: only the KYC-approved driver and registered vehicle may serve trips. Sending a substitute driver or vehicle is a serious violation.
• Never mark a trip complete that didn't happen, and never manipulate fares, seats, or bookings.
• Keep platform-originated trips on the platform — off-platform payment solicitation to dodge the commission harms every honest rider.

4. Reliability

• Accept only what you can honour. Confirmed pool seats and accepted rentals are commitments.
• Be on time — customers at pickup points, riders at scheduled departures.
• Cancellations have consequences (see Refund & Cancellation Policy); repeated cancellation or no-shows lead to suspension.

5. Rentals specifically

• Customers: return the vehicle on time, in the condition received, refuelled per your fuel option. You are responsible for fines incurred during your rental.
• Owners: hand over a clean, roadworthy, documented vehicle matching the listing.

6. Reporting and enforcement

6.1 Report from inside the app

Every ride and courier chat has a Report button in its header. Choose a reason — inappropriate or abusive messages, harassment or threats, unsafe driving, rude or unprofessional behaviour, fraud or overcharging, impersonation, or something else — add anything you want us to know, and submit. The report goes straight to Drivio's safety reviewers.

Reports are confidential. The person reported is never shown the report and is not told who filed it.

You may also email support@drivio.pk with the ride ID (Activity screen). Trip records, timestamps, ledger entries and chat logs support every investigation.

6.2 Block

The same screen offers to block the other person. A block is immediate, needs no review, and stops our matching system from ever pairing the two of you again — whichever of you is booking. The blocked person is not told. You can review and undo your blocks under Profile → Safety & SOS → Blocked accounts.

6.3 What we do with a report

Every report is read by a human reviewer, who sees the account's history of previous reports before deciding. We aim to review within 24 hours, and faster for anything alleging a threat to someone's safety.

Enforcement is proportionate: warning → temporary suspension → permanent removal. We suspend immediately, pending investigation, for safety incidents, fraud, document forgery, or violence, and we report criminal conduct to authorities.

Knowingly false reports are themselves a breach of these guidelines and are actioned the same way.

Money held in escrow during an investigation stays in escrow until the investigation resolves.

6.4 In an emergency

Drivio is not an emergency service. Call 15 (Police), 1122 (Rescue) or 1091 (Women's helpline) first, then tell us at support@drivio.pk so we can preserve the records and act on the account. The app's Safety & SOS screen dials these directly.