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COVID-19-resource

Our approach to COVID-19

The safety and well-being of everyone who uses Turvy are at the heart of what we do. We're continuing to expand our response to COVID-19 with new features for our users, support for those who earn on the platform, and partnerships with initiatives that serve our cities.

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Supporting public authorities

The safety and well-being of everyone who uses Turvy are always our priority. We are committed to supporting public authorities and cities as they work to stem the COVID-19 pandemic.

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Important information for drivers *

We are working to provide drivers and delivery partners with an option to access disinfectants to help them keep their cars clean. However, supplies are minimal, so we prioritise the resources to drivers and delivery partners in cities with the greatest need*.

We have a team available 24/7 to support public health authorities in response to the pandemic. Working with them, we may temporarily suspend the accounts of riders or drivers confirmed to have contracted or been exposed to COVID‑19. We’re also consulting with an epidemiologist to make sure our efforts as a company are grounded in medical advice.

If you're in a market that offers vehicle rental services, we have worked with our global rental partners to ensure that any driver diagnosed with COVID‑19 or individually quarantined can return their car with no penalty. In addition, rental partners will allow no-penalty returns for any driver who wishes to return their rental car in some areas.

Health and safety tips

We’re reminding everyone who uses Turvy to follow advice from public health authorities. If you’re sick, stay home and away from others. Wash your hands frequently, and cover your cough or sneeze. For more information, visit the World Health Organization website.

More information

Drivers and delivery people*

Most importantly, do not drive or deliver food* if you’re feeling sick

The most important thing you can do right now is to stay home.

This is especially critical if you’re feeling sick. This will help limit the spread of the virus. Let’s help keep drivers safe and ensure that rides are available for those who need them.

If you’re driving

If you’re delivering*

Turvy customers

Stay at home, if possible.

The most important thing you can do right now is to stay home.

This is especially critical if you’re feeling sick. This will help limit the spread of the virus. Let’s help keep drivers safe and ensure that rides are available for those who need them.

When taking rides

Drivers are working extra hard, doing critical work to support their community. Please show your appreciation with a tip—a little kindness can go a long way.

You can add a tip to any Turvy ride over the past 30 days. Go through your account history in the app and select which rides you’d like to tip                        

Safety and respect for all

Turvy's Community Guidelines  

Our guidelines were developed to help make every experience feel safe, respectful, and positive.

Everyone who signs up for a Turvy accounts across all of our apps, including but not limited to drivers and riders; Turvy products, as applicable by jurisdiction, are expected to follow the guidelines. They also apply to interactions with Turvy employees and contractors at Greenlight Hubs, online or by phone.

Treat everyone with respect.

The guidelines in this section help to foster positive interactions within our diverse community during every experience.

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Help keep one another safe.

Our team works every day to help create safer experiences for everyone. That’s why these standards were written. You can also find guidelines just for Turvy Eats in this section.

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Follow the law

We’re committed to following the law. We expect everyone who uses our apps to do their part and adhere to applicable laws and regulations.

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Treat everyone with respect.

We believe that everyone should feel supported and welcomed. We’ve created standards on physical contact, sexual assault and misconduct, threatening and rude behaviour, unwanted communication, discrimination, and property damage.
 

Physical contact

Don’t touch strangers or anyone you just met while using any of Turvy’s apps. Hurting or intending to hurt anyone is never allowed.

Sexual assault and misconduct

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. The following list provides examples of inappropriate conduct but is not exhaustive.

Learn more here.

Threatening and rude behaviour

Aggressive, confrontational, or harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It may be a good idea to avoid personal topics that can be divisive, like religion and political beliefs.

Tips for riders

Keep conversations casual and friendly with driver-partners and co-riders. Don’t ask personal questions or act aggressively toward others.

Tips for driver-partners

Keep conversations casual and friendly with riders. Don’t ask personal questions or act aggressively toward others.

Unwanted contact

Contact should end when the trip is complete unless you follow Turvy’s support process for a lost item. Unwanted contact may be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip or delivery has been completed.

Tips for drivers

You should immediately alert Turvy if a rider contacts you for any reason other than your current trip to return a lost item.

Tips for riders

Alert Turvy immediately if a driver contacts you other than your current trip or to return a lost item.

Discrimination

You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour. Do not discriminate against someone based on traits such as age, colour, disability, gender identity, marital status, national origin, race, religion, sex, or sexual orientation.

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Tips for drivers

Intentionally refusing or cancelling requests solely to avoid a particular neighbourhood due to the characteristics of the people or businesses located in that area is potentially unlawful discrimination and would therefore not be acceptable.

Tips for riders

If you believe you’ve been denied a trip because of your legally protected traits, please report the incident in the Turvy app.

Property damage

Damaging property is never allowed. Some examples include damaging the car, breaking or vandalising a phone or tablet, intentionally spilling food or drink, smoking in a vehicle, 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.

 

                                                      Advice

      World Health Organization                                                         Turvy Community Guidelines    


 

 

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