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Turvy developed guidelines 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 and riders. It also includes interactions with Turvy employees and contractors 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 will 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. Of course, 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 the behaviour we expect from all in the Turvy community. Not following our policies can constitute a material breach or violation of your agreement with Turvy and may result in losing 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.
Please be sure to 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 Turvy wrote these standards. In addition to following Turvy's Community Guidelines,
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.
Please be sure to treat everyone with respect.
Treat everyone in the Turvy community as you would like to be treated: 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 others 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 – taking your rubbish home or cleaning up a spilled drink –, you'll help ensure everyone has a pleasant ride. Most importantly, remember that when you interact with others in the Turvy community, you may meet people who look or think differently from you. Please respect those differences. 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 using the Turvy Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using Turvy who may require assistance 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.
Everyone should respect personal space and privacy 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 harassment and includes texting, calling, social media contact, or visiting someone in person after a trip or delivery. Do not share any unnecessary contact information.
Discrimination
You should always feel safe and welcome. We don't tolerate discriminatory conduct or behaviour toward the Turvy Support team. Do not discriminate against someone based on 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 transport for people with disabilities. We have information on this topic for drivers and riders. 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. 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. 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. In addition, 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 whom the account holder or another adult will not accompany during the ride. These age limitations apply unless our local guidelines, terms, or other policies say otherwise.
If, as a driver, you notice at a pick-up 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.
Children are also prohibited from using an adult's Turvy Eats account when ordering items. All school deliveries should be made through the 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. These guidelines apply 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 easy pick-up 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. However, 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 local laws and regulations, drivers may install a dashcam to record rides and provide evidence to Turvy, law enforcement, or insurance companies if something goes wrong. Please note the following:
Be alert
Being out on the road means doing your part to help keep yourself and others safe. It 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, including assessing your 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. In addition, 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. It means supporting their car according to industry safety and maintenance standards and monitoring for and repairing any parts 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.
Prohibited items:
Prohibited items are listed here for Australia and New Zealand via Turvy Direct or Turvy Connect. In addition, Turvy may report the violations 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.
Drivers must keep all relevant licences, permits, and other legal documents required to drive up to date. For example, all vehicle drivers must maintain a valid driver's licence, insurance, and vehicle registration. It includes meeting the applicable 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 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. Likewise, 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, please be careful about local regulations and rules; you can check your city government's website for applicable laws. For example, following local road rules usually require 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. Again, it is the rider's responsibility to request the appropriate car (TurvyFM).
A driver can cancel the request at a pick-up if the rider declines to choose the appropriate rife.
Report Incident
At Turvy, we value mutual respect and prioritise the safety of our users. If a rider feels unsafe or experiences assault by a driver, we urge them to report it to us. To ensure the safety and well-being of our users, we temporarily suspend both the rider and driver during our investigation process. We believe in thoroughly examining such cases and taking them seriously.
However, we at Turvy have a zero-tolerance policy towards false accusations. They undermine the trust and integrity of our platform. If our investigation determines that the rider made a false accusation, the driver has the right to take legal action against the accuser or report the incident to the authorities. False accusations have severe consequences, both legally and personally.
At Turvy, we are committed to creating a safe and respectful environment for all our users. We thoroughly investigate reports and take appropriate action based on the findings. We encourage all our users to act responsibly and truthfully when reporting incidents. False accusations go against our principles and values, and we do not tolerate them.
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 discriminating against riders with service animals or assistive devices. In addition, knowingly refusing a rider a trip because of their service animal or assistive devices can cause a loss of access to the Turvy Platform.
A driver can only 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 can decline the trip for your safety.
If you're a rider and believe your driver may be under 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, their guests, and drivers are prohibited from carrying weapons while using the Turvy Platform to the extent of 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. You can only request fees or refunds 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 pick-ups.
Off-app pick-ups 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. Likewise, 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. Using 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 continuously improves 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.net 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 the trip. This feedback system improves accountability and helps create a respectful, safe and transparent environment. Drivers can see their current ratings 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. Because there may be cultural differences in how people in different cities rate each other, drivers and riders that need to 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, being courteous and respectful to everyone while using the Turvy Platform and interacting with others in the Turvy community is helpful. 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. I am letting you know that contacting Support won't lead to an individual rating being removed. However, 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 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 help.turvy.net to find out more.
Trip acceptance
You can go offline or log off if you're a driver and don't want to accept trip requests. Help keep the system running smoothly for everyone.
If drivers consistently decline consecutive trip requests, our technology may assume you do not want to accept more trips or have forgotten to log out. As a result, you may be temporarily logged out. However, you can log back in whenever you'd like to begin confirming availability for trips again.
How Turvy enforces our guidelines
Losing access to the Turvy Platform may disrupt 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. For example, suppose you violate any applicable terms of your contractual agreement with Turvy, any other applicable policies, any of these Community Guidelines or any additional guidelines 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. In addition, if you have more than one Turvy account, such as a rider and driver account, violating the Community Guidelines could lose access to all Turvy accounts. If you believe an error cause