UniRide Community Guidelines

Published by UNIRIDE (Pty) Ltd Support: support@uniride.co.za

Version: 1.0 Effective date: 12 October 2026

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Contents

1. Our Community Promise
2. Who These Guidelines Apply To
3. Rules for Everyone
4. Guidelines for Customers
5. Guidelines for Drivers
6. Guidelines for Shoppers
7. Guidelines for Restaurants
8. UniRide Send: Package Delivery Rules
9. Safety Tools You Can Use
10. Zero-Tolerance Conduct
11. Ratings and Feedback
12. Reporting a Problem
13. What Happens When Guidelines Are Broken
14. Appeals
15. Changes to These Guidelines

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1. Our Community Promise

UniRide connects people: Customers who need to get somewhere or get something delivered, and the Drivers, Shoppers and Restaurants who serve them. Every trip works best when everyone feels safe, respected and treated fairly.

Our community rests on three principles:

• Safety first. Nobody should feel unsafe on a UniRide trip or order.
• Mutual respect. Customers and Service Providers are equal partners in every interaction.
• Accountability. We all take responsibility for our behaviour, and we act when the standards are not met.

These Community Guidelines explain what we expect from everyone on the Platform. They work together with our Terms of Service and Privacy Policy. If there is ever a conflict, the Terms of Service prevail.

2. Who These Guidelines Apply To

They apply to everyone who uses the Uniride app, the UniRide Driver app, our websites, dashboards and kiosks:

• Customers, including passengers and people who order deliveries;
• Drivers who provide rides and package deliveries;
• Shoppers who shop for and deliver orders;
• Restaurants that receive orders through UniRide; and
• Anyone else who interacts with UniRide, including guests travelling with a Customer.

Sections for food delivery and Shop and Deliver apply once those services launch in your area.

3. Rules for Everyone

3.1 Treat everyone with respect

• Be polite and considerate to every Driver, Customer, Shopper, Restaurant team member and UniRide staff member.
• Do not use abusive, threatening, insulting or intimidating language or behaviour.
• Do not discriminate against anyone because of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, disability, age, language or any other protected characteristic.
• Respect each other's personal space and preferences.

3.2 No violence, harassment or sexual conduct

• Physical violence, threats of violence and intimidation are never acceptable.
• Harassment, stalking, unwanted contact, flirting and sexual advances are not allowed.
• Sexual conduct of any kind during a trip or order is prohibited.
• Do not touch, photograph or film another person in a way that makes them uncomfortable.

3.3 Obey the law

• Do not use the Platform for anything illegal.
• Do not carry or use illegal substances, weapons or stolen goods on a trip or order.
• Follow South African traffic laws and any rules set by the local transport authority.

3.4 Be honest

• Give accurate information when you register and keep it up to date.
• Use only your own account and do not share your login.
• Do not commit fraud, such as making false complaints, faking trips, manipulating GPS or pricing, or misusing promo codes and refunds.
• Do not impersonate another person or misrepresent your age. Our platform is for adults 18 and older.

3.5 Respect privacy

• Use another person's name, phone number or other information only to complete the trip or order, and not for any other purpose.
• Do not store, share, post or use it afterwards to contact the person.
• Do not share trip recordings, screenshots or personal details of other Users in a way that harms or exposes them.

3.6 Keep the Platform secure

• Do not hack, scrape, reverse engineer or interfere with the Platform.
• Report any security problems you find to support@uniride.co.za.

4. Guidelines for Customers

4.1 Be ready on time

• Track your Driver in the app and be at the pickup point when they arrive.
• Do not keep your Driver waiting beyond the pickup window shown in the app. After the grace period, waiting charges apply, and a Driver may cancel the trip if you do not show up.
• Repeated no-shows can lead to a six-month suspension or permanent removal from the Platform.

4.2 Buckle up

• Every passenger must wear a seatbelt for the whole trip.
• Do not try to fit in more people than the vehicle has seatbelts or than the Vehicle Class you booked allows.

4.3 Only the right people in the car

• Only the person who booked the trip and the guests they invited may travel.
• You are responsible for your guests' behaviour.
• Customers must be 18 or older. Children may travel only when accompanied by an adult or guardian who is responsible for them, including making sure they wear a seatbelt.

4.4 Look after the vehicle

• Do not bring open alcohol, illegal substances, weapons or dangerous items into the car.
• Do not eat messy food or leave a mess that would require cleaning.
• You are liable for damage to the vehicle caused by you or your guests, and for severe soiling such as vomit.

4.5 Cancel responsibly

• You can cancel free of charge within 5 minutes of a Driver accepting your booking. After that, cancellation fees may apply.
• Frequent or late cancellations waste Drivers' time and can lead to penalties, account blocks or suspension.

4.6 Respect your Driver

• Follow your Driver's reasonable safety instructions.
• Do not ask your Driver to speed, break traffic laws, take unsafe actions or drive while distracted.
• Be open to what your Driver prefers about music, air conditioning and conversation, and ask politely.
• Do not pressure Drivers to take cash payment, make extra stops without booking them, or end the trip off-app.

4.7 Delivery customers

When Food Delivery and Shop and Deliver launch:

• Be reachable and ready to receive your order.
• Check your order on arrival and report problems within 24 hours with photos where possible.
• Provide proof of age for age-restricted items, and do not collect them while intoxicated.
• Be clear about allergies and dietary needs with the Restaurant directly.

5. Guidelines for Drivers

5.1 Keep your vehicle and documents in order

• Your vehicle must be clean, roadworthy and safe, with working air conditioning and valid registration and any permits required by the local transport authority.
• Your vehicle must match the Vehicle Class and details registered on the Platform.
• You must pass and maintain KYC, including your identity document, driver's licence, vehicle documents, police clearance and bank statement.
• Keep all documents valid. If a document expires, your account will be deregistered. We will remind you 1 month, 1 week, 3 days and 1 day before expiry.

5.2 Drive safely

• Obey all traffic laws and speed limits.
• Never use your phone or any distraction while driving.
• Never drive under the influence of alcohol, drugs or any substance that impairs you.
• Make sure every passenger wears a seatbelt and do not carry more passengers than the vehicle allows.

5.3 Only carry your customer

• Only the person who booked the trip and their invited guests may be in the vehicle.
• Do not carry friends, family or personal passengers during a trip.
• Do not start a trip before your Customer is on board (unboarded starts are not allowed).

5.4 Be professional

• Respect the Customer's preference for silence or conversation.
• Avoid overly personal, ideological, political, religious or argumentative topics.
• Do not ask for personal details, ask for dates, make comments about a Customer's appearance or make advances.
• Do not discriminate or refuse a trip because of who the Customer is.

5.5 Follow the trip

• Follow the route and instructions in the app and avoid unnecessary detours.
• Use toll gates only with the JIT toll card we provide, which works only at toll gates.
• Do not ask Customers to pay extra for tolls, as toll costs are already included in the quoted fare.
• Do not cancel trips without good reason. High cancellation rates, unboarded starts or low ratings can lower your driver tier or lead to deactivation.

5.6 Look after the Customer

• Treat Customers' belongings with care and return lost items promptly.
• Do not record or photograph Customers outside the Platform's trip recording.
• If a Customer needs help or there is an incident, contact support and, where needed, the emergency services.

6. Guidelines for Shoppers

When Shop and Deliver launches:

• Handle goods hygienically and securely, and keep chilled and frozen items appropriately cool.
• Follow the Customer's instructions, check items against the order and substitute items only as the Customer has agreed.
• Verify age for age-restricted items and refuse delivery where proof of age is not provided or the recipient seems intoxicated.
• Keep receipts where required and deliver to the right person at the right address.
• Be honest about stock levels, prices and issues, and never keep or tamper with Customers' goods.

7. Guidelines for Restaurants

When food delivery launches:

• Comply with all food safety, hygiene and licensing laws, and keep your health and safety certificates valid.
• Keep menus, prices and allergen information accurate and up to date.
• Prepare orders on time, pack them securely and hand them over to the delivery Driver promptly.
• Never hand over food that is unsafe or that you suspect may be unsafe.
• Use phone numbers and names shared with you only to complete orders.
• Treat delivery Drivers and Customers with respect, and give Drivers a safe, fair place to wait.
• Use your kiosk and dashboard only for their intended purpose and keep access credentials secure.

8. UniRide Send: Package Delivery Rules

• Do not send anything illegal, stolen, dangerous, flammable, explosive, a weapon, a controlled drug, a live animal or human remains.
• Do not send cash or high-value items.
• Package items securely and describe them accurately.
• Drivers may refuse or cancel a delivery if they suspect a package is unsafe or unlawful, and may be required to report it.
• Make sure the recipient is reachable and ready to receive the package.

9. Safety Tools You Can Use

UniRide includes safety features so that you are never alone on a trip:

These tools are there to help, but they do not replace emergency services. In an emergency, contact the South African Police Service or other emergency services directly.

Trip recording applies to both Customers and Drivers. Recordings are accessed only by authorised personnel and handled under our Privacy Policy. Please do not share recordings of other people.

10. Zero-Tolerance Conduct

The following behaviours are treated as extreme misconduct. They can lead to immediate and permanent removal from the Platform without warning, and we may report them to the police:

• Physical violence or assault
• Threats of violence or intimidation
• Sexual assault, sexual harassment or sexual conduct
• Driving under the influence of alcohol or drugs
• Carrying weapons or illegal substances with intent to harm or supply
• Kidnapping, theft or serious fraud
• Discriminatory abuse or hate speech
• Serious criminal activity involving the Platform
• Using the Platform to harm or stalk another person

11. Ratings and Feedback

• After each trip or order, Customers and Service Providers can rate each other. Please rate honestly and fairly, based on the actual experience.
• Do not threaten, pressure or bribe anyone for a rating.
• Ratings are not a place for discriminatory or abusive comments, and we may remove ratings that are.
• Consistently low ratings, high cancellation rates, unboarded starts and serious complaints can lower a driver's tier or lead to deactivation. Customers with poor conduct may be restricted.

12. Reporting a Problem

If something goes wrong, tell us. You can:

• Use the in-app Support screen: choose a subject, add a description and attach any relevant photos, video or other media.
• Email us: support@uniride.co.za.
• Use SOS during a trip if you feel unsafe.

We take every report seriously. We may review trip data, GPS, recordings and statements from everyone involved. We do not tolerate retaliation against anyone who reports in good faith. Please do not make false reports, as this is also a breach of these Guidelines.

13. What Happens When Guidelines Are Broken

The action we take depends on how serious the behaviour is, whether it has happened before, and the safety risk. Actions may include:

We may also withhold or adjust payouts where fraud or misuse is involved, as set out in the Terms of Service. Customers may be asked to pay for vehicle damage or severe soiling.

14. Appeals

If you think we got it wrong, you can appeal a suspension or deactivation.

• Appeals can be made through the in-app Support screen or by emailing support@uniride.co.za with your account details and why you believe the decision should be reviewed.
• Appeals are suitable for issues such as excessive cancellations or no-shows.
• Appeals are not available for violent or extreme misconduct.
• We will review your appeal in good faith and tell you the outcome.

15. Changes to These Guidelines

We may update these Guidelines from time to time as the Platform grows and as new services launch. We will update the effective date above and tell you about important changes through the app, by email or on our website. By continuing to use the Platform after the changes take effect, you accept the updated Guidelines.

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Thank you for helping keep UniRide safe and respectful for everyone.

Questions? Contact us at support@uniride.co.za.