Community Guidelines
COMMUNITY GUIDELINES OF PAS41
Treat everyone with respect
Respect isn’t always about what you say—it’s also about how you act
- We believe that everyone should feel supported and welcomed when interacting with others in the PAS41 community. That’s why we’ve created standards and policies on threatening and rude behavior, post-trip contact, physical contact, discrimination, sexual assault and misconduct, and property damage.
- PAS41 has committed to being an anti-racist company. Remember that when you interact with others in the PAS41 community, you may meet people who may look different from you, think differently than you, or come from different backgrounds. Please respect those differences.
Threatening and rude behavior
- Aggressive, confrontational, and harassing behavior is not allowed. Don’t use language or make gestures that could be disrespectful or threatening. It may be a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Tips for drivers and delivery people
- Keep conversations casual and friendly with customers, riders, merchants, and one another. Don’t ask personal questions or act aggressively toward others.
- If you are the recipient of or witness to any threatening or rude behavior, you can report the situation to PAS41. We’ll address any report in accordance with our policies.
Tips for riders and PAS41 Eats users
- Keep conversations casual and friendly with delivery people, drivers, and co-riders. Don’t ask personal questions or act aggressively toward others.
- If you are the recipient of or witness to any threatening or rude behavior, you can report the situation to PAS41. We’ll address any report in accordance with our policies.
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, for example, texting, calling, visiting, contacting on social media, or trying to visit someone in person after a trip or delivery has been completed. Do not share any unnecessary contact information.
Tips for drivers and delivery people
- You should immediately alert PAS41 if a customer, rider, or merchant contacts you for any reason other than your current trip or delivery, or to return a lost item.
Tips for riders and PAS41 Eats users
- Alert PAS41 immediately if a driver or delivery person contacts you for any reason other than your current trip or delivery, or to return a lost item.
Physical contact
No one on the PAS41 platform should be touched without their consent, period. Don’t touch strangers or anyone you just met while using any of PAS41’s apps. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using PAS41 NEMTS who may need help getting into and out of the vehicle). Hurting or intending to hurt anyone is never allowed.
Discrimination
You should always feel safe and welcome. That’s why we don’t tolerate racist or discriminatory conduct or behavior, including toward the PAS41 Support team .
Do not discriminate against someone or act in a disparaging manner toward someone based on traits such as their age, skin color, disability, gender identity, marital status, pregnancy, national origin, race, ethnicity, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
Tips for drivers and delivery people
Intentionally refusing or canceling requests solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located in that area is not allowed.
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to PAS41 by tapping Help in the Driver app or visiting help.PAS41.com so that our Support team can follow up and take the appropriate action. Call 911 for immediate assistance if you feel like your safety is in danger.
PAS41 takes reports of discriminatory behavior very seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PAS41 platform.
Tips for merchants
Refusing or canceling orders due to a customer’s or delivery person's legally protected traits is not allowed. If you believe a delivery person refuses a pickup due to your or your customers’ legally protected traits, please report the incident by tapping Help in the PAS41 app.
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to PAS41 by tapping Help in the PAS41 or PAS41 Eats app or visiting help.PAS41.com so that our Support team can follow up and take the appropriate action. Call 911 for immediate assistance if you feel like your safety is in danger.
PAS41 takes reports of discriminatory behavior very seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PAS41platform.
Tips for riders and PAS41 Eats users
If you believe you’ve been denied a trip or delivery because of your legally protected traits, please report the incident by tapping Help in the PAS41 app.
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to PAS41 by tapping Help in the PAS41 or PAS41 Eats app or visiting help.PAS41.com so that our Support team can follow up and take the appropriate action. Call 911 for immediate assistance if you feel like your safety is in danger.
PAS41 takes reports of discriminatory behavior very seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PAS41 platform.
Tips for bike and scooter riders
If you believe another user has bullied, insulted, or harassed you based on your legally protected traits, please report the incident by tapping Help in the PAS41 app.
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to PAS41 by tapping Help in the PAS41 app or visiting help.PAS41.com so that our Support team can follow up and take the appropriate action. Call 911 for immediate assistance if you feel like your safety is in danger. PAS41 takes reports of discriminatory behavior very seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PAS41 platform.
Sexual assault and misconduct
- We all value our personal space and privacy. It’s OK to chat with other people while remaining respectful. But please don’t comment on someone’s appearance or ask whether they are single. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behavior without explicit consent of the other person.
- Personal space and privacy should be respected. The following list (which is not exhaustive) provides examples of inappropriate conduct that should be avoided while using PAS41.
See how all of us can help prevent sexual assault
- Asking personal questions (for example, about relationship status or sexual orientation)
- Commenting on appearance, making derogatory or “complimentary” comments
- Making explicit comments or gestures, using slurs, saying graphic or suggestive things
- Flirting (including nonverbal, suggestive flirting), or being too physically close
- Displaying indecent material (for example, sexually suggestive objects or pictures)
- Engaging in any kind of sexual activity while using the Uber platform (it doesn’t matter if you know the person and/or have their consent)
Property damage
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the PAS41 platform, breaking or vandalizing a phone or tablet, intentionally spilling food or drink, smoking in a car, 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.
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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. To use any PAS41 app, you need to register and maintain an active account. Don’t let another person use your account, and 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 PAS41 platform.
Tips for drivers and delivery people
- Protect your account. Never let someone else accept requests through the PAS41 platform using your account. And if you are a delivery person, you must complete all parts of the delivery yourself—including any handling after an order is picked up from a merchant up until final delivery to the PAS41 Eats user—with no exception.
Tips for riders and PAS41 Eats users
- Protect your account. Don’t let someone else access your account. Requesting a ride or delivery for another person who meets our age requirement is fine and not a violation of PAS41’s Community Guidelines.
Tips for bike and scooter riders
- Protect your account. Never let someone else rent a scooter or bike using your account.
Share the road
- Safe roadways require drivers to practice safe behavior, which includes looking out for all travelers, regardless of how they get around.
Tips for riders
- Always look over your shoulder before exiting a vehicle, and keep an eye out for bicyclists, cars, pedestrians, and scooters.
Tips for bike and scooter riders
- Keep a lookout for other people who are traveling by bike, by scooter, or on foot, and be aware of the road conditions ahead of you.
People under the age of 18
You must be 18 years or older to have an PAS41 account on Commercial PAS41 Service however in PAS41 FOR MINORS the ride can booked by an Adult above 18 for a Minor and Minor can travel unaccompanied in a vehicle.
Adults can’t request a ride or delivery for someone under the age of 18 on PAS41 COMMERCIAL HIRE but Can request ride for Minors at PAS41.
tips for drivers and delivery people
If you notice at pickup or delivery that your rider or customer looks under 18, you can decline the trip or delivery and report it to PAS41 But in case of PAS41 for Minor you can. Note that refusing or canceling trips on this basis will not impact your driver or delivery person rating. It’s also a good idea to let your rider or customer know why you can’t accept the trip or complete the delivery, so they’re not left wondering what happened.
Tips for PAS41 Eats users
People under the age of 18 are not allowed to use an adult’s PAS41 Eats account to request deliveries. And anyone under the age of 21 is not allowed to order or receive alcohol deliveries.
Tips for bike and scooter riders
People under the age of 18 aren’t allowed to rent a bike or scooter using the PAS41 app.
Seat belts
Seat belt use can be the most effective way to save lives and reduce injuries related to car crashes. Every driver, every delivery person using a vehicle, and every rider—including those in the back seat—should always buckle up. Riders should request a vehicle that has 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 vehicle for every rider.
Extra riders and non-account riders
When driving with PAS41, no one other than the driver, the requesting rider, and the rider's guests should be in the vehicle. When riding with PAS41, the account holder is responsible for the behavior of their entire party. If you request a ride or a delivery for another adult, you’re held responsible for their behavior during their trip or delivery.*
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. We review reports of crashes and potentially unsafe driving behavior.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with PAS41, 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 tires. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the vehicle manufacturer.
Helmets for bikes, motorcycles, and scooters
For your safety, when riding a bike, motorcycle, or scooter, find a helmet that fits well. Helmets can help protect you when worn according to the manufacturer’s instructions, such as sitting low on your forehead and fitting snugly under your chin.
Use of dashcams that record video and/or audio
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to PAS41, law enforcement, or insurance companies in the event that something goes wrong on a ride.
Tips for drivers
Riders entering a rideshare vehicle with a dashcam may be concerned about how the video, their image, or conversations captured by a dashcam will be used. In some locations, local laws and regulations require that a rider provide consent to being recorded. Please check your local laws to understand your responsibilities.
Drivers may submit recordings to PAS41 at their discretion. PAS41will review submitted footage and take all action consistent with the Community Guidelines and platform terms of use.
Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team.
Vehicle information
- For an easy pickup or delivery, the PAS41 apps give riders and customers identifying information about drivers and delivery people and their vehicles, including their license plate number, vehicle make and model, profile picture, and name.
Tips for drivers and delivery people
- You must complete trips and deliveries using only approved vehicles. So that PAS41 can provide accurate information and help users not be confused, let us know your vehicle information and any updates to your documentation that may become invalid, like a driver’s license that's about to expire.
Tips for riders and PAS41 Eats users
- Always check your ride against the information provided in the app. Don't get into a car with a driver who doesn’t have the correct identifying information.
Public emergencies
PAS41 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 public crisis situations.
For example, if PAS41 receives notice from a public health authority that someone using the PAS41 platform may present a potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume using the PAS41 platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the PAS41 platform or impose other requirements to comply with guidance from authorities during a time of public health emergency, natural disaster, or other public crisis situation, or when the continued availability of the PAS41 platform might present a danger.
Handle PAS41 Eats orders safely
These guidelines help make every order a great one
- They also help build trust among delivery people, customers, and your favorite neighborhood merchants.
How merchants can provide a safe space for pickups
Merchants and their staff are expected to exercise good judgment and behavior around delivery people and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for order pickups; for example, merchants should work to prevent violent incidents on the merchant premises that might endanger delivery people’s safety. Discriminatory remarks or behavior by any user of the Uber platform is not tolerated.
Alcohol delivery
Only customers who are the legal age to buy alcohol (21 in the US) and are not intoxicated can order or receive alcohol deliveries where available.
Tips for delivery people
You are responsible for following local requirements for alcohol delivery, which often include asking customers to show their ID and refusing delivery if a customer is underage or appears intoxicated.
Proper handling of orders
Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations—including food safety and hygiene regulations—plus industry best practices and PAS41 policies. Merchants must maintain valid licenses and/or permits where required by law.
Tips for merchants
Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.
To help ensure that food reaches PAS41 Eats users safely, you’re encouraged to seal packages in tamper-evident packaging ahead of delivery.
You’re expected to act responsibly on information provided by PAS41 Eats users related to food allergies, intolerances, or other dietary restrictions and reject order requests you can’t fulfill.
Proper delivery of orders
Merchants may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate PAS41 Eats user dietary restrictions. For example, merchant notifications to keep halal and non-halal food separate should always be followed.
Tips for delivery people
If you use an insulated bag, it can make for a better PAS41 Eats user experience, but it isn’t required unless you’re delivering in a location where it’s required by law. Deliveries by bicycle may benefit from a more specialized bag to protect food from movement and weather conditions.
You should deliver orders safely and in accordance with relevant safety standards. For example, do not tamper with or open packaging during delivery.
Creating a positive experience for delivery people and PAS41 Eats users
It’s important for merchants to treat delivery people and PAS41 Eats users with respect.
Tips for merchants
You should be careful to fulfill and include the correct items in your PAS41 Eats user’s order. When an PAS41 Eats user does not receive items or receives wrong items, it can lead to a poor experience.
Long preparation times, long delivery person handoff times (the amount of time it takes for the delivery person to get in and out of your location with the order, including wait time), low online time
(Your online availability time), long delays before order acceptance, and high cancellation rates also create a negative experience for PAS41 Eats users and delivery people.
If these metrics, or others, are significantly worse than the average for your city, they may negatively impact other parties’ experiences with the PAS41 Eats platform, so your metrics should be at least average for your city. If they fall below the minimum standard, we’ll let you know.
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Follow the law
This section is based on laws and regulations that everyone must follow
- For example, using the PAS41 platform to commit any crime—such as transporting drugs, money laundering, committing drug or human trafficking, or sexually exploiting children—or to violate any other law is strictly prohibited.
Follow all laws
- You’re responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including complying with traffic laws, signs, and signals—at all times when using the PAS41 platform.
Tips for drivers and delivery people
- All relevant licenses, permits, and any other legal documents required of drivers and delivery people must be kept up to date. For example, if you use a vehicle, you’re required by law to maintain a valid driver’s license, 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, plus other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where you can park your vehicle when picking up orders, making deliveries, or waiting for riders to arrive or to exit a vehicle. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
Tips for riders and PAS41 Eats users
- For everyone’s safety, let your driver or delivery person handle the driving. For example for riders, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. For riders and PAS41 Eats users don't ask a driver or delivery person to speed or to make illegal stops, dropoffs, or maneuvers.
Tips for bike and scooter 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 rules 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.
Service animals and assistive devices
Drivers 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 will result in the driver losing access to the PAS41 platform.
In the US, there are no exceptions to this policy, even if a driver has documented allergies, religious objections, or a fear of animals. If a driver is not sure if a rider’s animal is a service animal, they can always ask if it is a service animal, and what tasks the animal is trained to perform.
PAS41 takes reports of discriminatory behavior seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PAS41 platform.
Service Animal and Assistive Device Policy (United States)
How to Report a Service Animal Complaint
How to Report an Assistive Device Issue
Tips for drivers
By law, you can’t refuse a trip because a rider is traveling with a service animal or assistive devices. Knowingly refusing a rider a trip because of their service animal or assistive devices will result in losing access to the PAS41 platform.
Tips for riders
Your driver can’t refuse to transport you because you’re riding with a service animal or assistive devices. If you're riding with an animal that's not a service animal, it's good etiquette to contact your driver and let them know that you’re traveling with a pet. Drivers are free to choose whether to transport pets that aren’t service animals.
Car seats
Drivers and riders should comply with local laws when traveling with infants and small children. Where 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 other policies say otherwise. Children age 12 and under should travel in the back seat.
For Car Seats Laws in USA Please check the link below:
https://kidsridesafe.org/?uclick_id=be0b0585-321e-421b-81fc-4448f599df6a
Tips for riders
- When riding with small children, and where required by law, it’s your responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children requiring car seats must be strapped in them during the entire ride and not held on laps. Remember, not all car seats fit all cars, so drivers can still decline the ride if you don’t have the appropriate car seat or if they aren’t comfortable with having you install one in their car.
Tips for drivers
- When picking up riders traveling with small children, you can give them extra time to properly install a car seat before driving off. If they don’t have the appropriate car seat, if you’re not comfortable with a rider installing one in your car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if you otherwise feel that the child cannot be safely transported in the seat, you can cancel the ride.
Street hails and off-platform pickups
- To enhance the safety of each experience, off-platform pickups are prohibited. The law prohibits street hails while using the PAS41 platform, so never solicit or accept payment outside the Uber platform. Riders and PAS41 Eats users should not pay for trips or deliveries in cash, and riders should not request trips from drivers outside of the PAS41 platform.
Firearms ban
Riders and their guests, as well as drivers and delivery people, are prohibited from carrying firearms while using the PAS41 platform, to the extent permitted by applicable law.
PAS41 Firearms Prohibition Policy
- Our goal is to ensure that everyone has a safe and reliable ride. That's why PAS41prohibits riders and their guests, as well as driver and delivery partners, from carrying firearms of any kind while using our app*
- Anyone who violates this policy may lose access to PAS41.
- *To the extent permitted by applicable law.
Other unacceptable activities
Never use PAS41’s trademark or intellectual property without permission.
Tips for drivers and delivery people
If it’s required under local law to display PAS41-branded items, you should only use PAS41-branded items that are obtained from PAS41. Do not display PAS41-branded items when you are not accessing the platform. You must return PAS41-branded items to PAS41 if you lose access to the platform. The use of unauthorized or third-party items—such as lights, placards, signs, or similar items bearing PAS41’s name or trademark—may confuse riders or PAS41 Eats users.
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’s important to provide accurate information when reporting incidents, creating and accessing your PAS41 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 includes actions such as: deliberately increasing the time or distance of a trip or delivery for fraudulent purposes; accepting trip, order, or delivery requests without the intention to complete; creating dummy accounts; claiming fraudulent fees or charges; intentionally requesting, accepting, or completing fraudulent or falsified trips or deliveries; claiming to complete a delivery without ever picking up the delivery item; actions intended to disrupt or manipulate the normal functioning of the PAS41 platform; abusing promotions; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
Drugs and alcohol
- Drug use and open containers of alcohol are never allowed while using the PAS41 platform.
Tips for riders
- Never bring illegal drugs or open containers of alcohol into a car. If 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 vehicle and call 911. After the driver has ended the trip and you have left the vehicle, please also report your experience to PAS41.
Tips for drivers and delivery people
- By law, you cannot drive or bike while intoxicated. The law prohibits driving or biking while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle or bicycle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.
Tips for bike and scooter riders
- Never ride while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a bike or scooter.
In case you need any assistance or information please feel free to contact us at: help@pas41.com
