Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including drivers and riders.
The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to the Pull Up N Go apps. There will always be unforeseen events that may ultimately lead to you losing access to the Pull Up N Go apps—and we’ll update these guidelines regularly—but the following guidelines are sufficient cause for Pull Up N Go to take action. Please take a moment to read them.
GUIDELINES FOR ALL OF US
Everyone who signs up for an Pull Up N Go account is required to follow Pull Up N Go’s Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.
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 motivates us.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses our apps to do their part and adhere to applicable laws and regulations, as well as airport rules and regulations where applicable.
YOUR FEEDBACK MATTERS
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves.
Treat everyone with respect
Treat your fellow Pull Up N Go app users as you would like to be treated yourself: with respect. The actions you take while using the Pull Up N Go apps can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people when using the Pull Up N Go apps—just as you would in any public place.
For example, always try to be on time for your ride because nobody likes to wait. It’s also common courtesy not to shout, swear, or slam the car door. And by tidying up after yourself—whether it’s taking your trash home or cleaning up a spilled drink—you’ll help keep the car in good condition and help ensure the next person has a pleasant ride, too. Most importantly, remember that when you use the Pull Up N Go apps you will meet people who may look differently or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when they use the Pull Up N Go apps. That’s why we’ve created standards on physical contact, sexual assault and misconduct, rude behavior, unwanted contact, and discrimination.
Don’t touch strangers or anyone you just met while using any of Pull Up N Go’s apps. Hitting, hurting, or otherwise intending to hurt anyone is never allowed.
Sexual assault and misconduct
We all value our personal space and privacy. It’s okay to chat with other people. 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 provides examples of inappropriate conduct.
Behaviors and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles, and winks. Don’t touch or flirt with people you don’t know.
Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity, or sexual orientation. Refrain from asking unrelated personal questions, such as “Are you in a relationship?” Avoid discussing your own or someone else’s sex life, using explicit language, or making jokes about sex.
Pull Up N Go has a no-sex rule. Sexual contact is prohibited while using the Pull Up N Go apps, including during a trip or delivery, regardless of whether you know the person or they give you their consent. This includes activities such as sexual intercourse, solicitation of sexual intercourse, masturbation, or touching and exposure of sexual body parts.
Threatening and rude behavior
Aggressive, confrontational, and harassing behavior is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It may be a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Contact should end when the trip or delivery is complete, unless it’s to return a lost item. For example, texting, calling, visiting, or trying to visit someone in person after a trip or delivery has been completed is not allowed.
You should always feel safe and welcome. That’s why we don’t tolerate conduct we’ve determined to be discriminatory. Do not discriminate against someone based on traits such as their age, color, disability, gender identity, marital status, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under relevant law.
For example, it is unacceptable to refuse to provide services based on characteristics like a person’s age, color, disability, gender identity, marital status, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under relevant law. It is also unacceptable to rate another user—whether they’re a driver or rider—based on these traits.
In addition, it is not acceptable to discriminate on the basis of a rider’s destination or a customer’s delivery location. We understand how important it is to fit driving or delivering around your life, rather than the other way around. It is not a violation of these guidelines to pass on a trip or delivery because it does not work for you. But intentionally refusing or cancelling requests, or using features in the Pull Up N Go apps to avoid receiving trip or delivery 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.
You can learn more about Pull Up N Go’s non-discrimination policy here.
We also want to help increase the transportation options for riders with disabilities. That’s why we have information available for drivers and riders on this topic. You can go here to learn more about Pull Up N Go’s commitment to accessibility. Drivers using the Pull Up N Go apps must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals.
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 is not allowed. To use any Pull Up N Go app, you need to register and maintain an active account. Don’t let another person use your account, and never share your personal username and password with anyone else.
People under the age of 18
You must be 18 years or older to have an Pull Up N Go account. This means that you must be at least 18 years old to be unaccompanied in a car. Adults can’t request a ride for someone under the age of 18 or allow children to ride alone—they must be accompanied by an adult.
When driving with Pull Up N Go, no one other than the requesting rider and the rider's guests are permitted in the vehicle. When riding with Pull Up N Go, the account holder is responsible for the behavior of their entire party. If you request a ride or a delivery or rent a bike or scooter for another adult, you’re held responsible for their behavior during their trip or delivery.
For an easy pickup or delivery, the Pull Up N Go apps give riders and customers identifying information about drivers and their vehicles, including their license plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among riders and customers and can diminish their experience using the Pull Up N Go apps.
Drivers hould take trips using only approved vehicles. To provide accurate information, 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.
Seat belts for everyone
Seat belt use can be the most effective way to save lives and reduce injuries related to car crashes. Every delivery partner using a vehicle, driver, and rider—including those in the back seat—should always buckle up. Riders should request a car 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 car. Drivers can decline a ride if there are not enough seat belts for every passenger in their car.
Use of cameras or other video or audio recording devices
Drivers may choose to install and use video cameras, dash cams, or other recording devices to record rides or otherwise for the purpose of fulfilling transportation services. Local law or regulations may require individuals using recording equipment in vehicles to fully disclose to riders that they are being recorded in or around a vehicle and obtain consent. Please check local regulations in your city to determine if these apply.
Broadcasting a person’s image, audio, or video recording is not allowed.
You should always be on your p's and q's
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road, being well rested, and watching for situations that may require quick action. We review rider and customer reports of potentially unsafe driving behavior.
Proper maintenance and upkeep
Drivers are expected to maintain their cars with brakes, seat belts, and tires in good operating condition. This means maintaining your car according to industry safety and maintenance standards.
Sharing is caring, as well as on road
Safe roadways means practicing safe behavior, which includes looking out for all travelers, regardless of how they get around.
Follow the law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Pull Up N Go apps to commit any crime—such as transporting drugs, money laundering, commiting drug or human trafficking, or sexually exploiting children—or to violate any other law is strictly prohibited.
Drivers and riders should comply with applicable laws when traveling with infants and small children. When riding with small children, it’s the rider’s responsibility to provide a car seat. Children age 12 and under should travel in the back seat.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including speed and traffic laws, at all times when using the Pull Up N Go apps.
To maintain uninterrupted access to the Pull Up N Go apps, all relevant licensing and permitting requirements for drivers must be kept up to date. For example, all drivers using a vehicle are 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 rider and customer reports of collisions or traffic citations that may have happened during a trip or delivery, and other reports that may indicate poor, unsafe, or distracted driving while using the Pull Up N Go apps. Local rules about parking may limit where you can park your vehicle when picking up orders, making deliveries, or waiting for riders to arrive. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
For riders and customers, let your driver handle the driving. For example, 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. Don't ask a driver to speed or to make illegal stops, drop offs, or maneuvers.
US state and federal laws require that drivers must provide rides to anyone with a service animal. Knowingly refusing a rider a trip because of their service animal will result in losing access to the Pull Up N Go apps. This is true even if a driver has allergies, religious objections, or a fear of animals.
Under US law, a driver is only allowed to ask a rider two things: if the animal is required because of a disability, and what work or task the animal has been trained to perform. You can learn more about our service animal policy here.
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Pull Up N Go apps; breaking or vandalizing a phone or tablet; intentionally spilling food or drink; smoking in a car; 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.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the Pull Up N Go apps.
If you’re a driver, by law, you cannot drive while intoxicated. The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.
If you’re a rider and 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 car and call 911. After the driver has ended the trip, report your experience to Pull Up N Go.
Riders and their guests, as well as drivers, are prohibited from carrying firearms of any kind while using the Pull Up N Go apps, to the extent permitted by applicable law. You can learn more about our firearms prohibition policy here.
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 important to provide accurate information when reporting incidents, creating and accessing your 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 may also include, but not be limited to: 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, 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 or deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts.
Street hails and other unacceptable activities
To enhance the safety of each experience, off-app pickups are prohibited. The law prohibits street hails while using the Pull Up N Go apps, so never solicit payment of fares outside the Pull Up N Go system. Riders and customers should not pay for trips or deliveries in cash, and riders should not request trips from drivers outside of the Pull Up N Go system.
Never harm the business or brand by doing things like using Pull Up N Go‘s trademark or intellectual property without permission. Drivers should only use Pull Up N Go trade dress that is distributed by Pull Up N Go. The use of unauthorized or third-party items—such as lights, placards, signs or similar items bearing Pull Up N Go’s name or trademark—may confuse riders who are trying to find their ride.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important 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 behavior. 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 pullupngo.com/support so that our customer 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 Pull Up N Go.
After every trip, drivers and riders are able to rate each other on a scale of one to five stars, as well as give feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers can see their current rating in the Feedback section of the app.
If you are a driver or a rider, your rating is an average rating based on your last 500 rated trips, or from the total number of rated trips if you haven’t had 500 rated trips yet. If you are a delivery partner, your rating is based on the average of the last 100 ratings from customers and restaurants, or once you receive at least 10 ratings, the average of all ratings if customers and restaurants have not provided 100 ratings.
If your rating is lower than the minimum average rating in your city, we will let you know. And drivers or riders that don’t meet the minimum average rating for their city may lose access to the Pull Up N Go app.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Pull Up N Go apps. Drivers using the Pull Up N Go app typically provide excellent service to their riders and most riders are courteous and respectful, so most trips run smoothly. But we know that sometimes a trip or delivery doesn’t go well—that’s why your rating is an average rating.
There is a minimum average rating in each city. This is because there may be cultural differences in the way people in different cities rate each other. We will let you know if your rating is approaching this limit, and if you lose access to your account as a result of your rating, we will share information that may help you improve your rating.
If you believe an error caused you to lose access to your account, you may contact the Pull Up N Go customer support team. As a rider, if you lose access to your Pull Up N Go account, you will not be able to access either the Pull Up N Go rider app or the Pull Up N Go Eats app.
How Pull Up N Go enforces our guidelines
Pull Up N Go receives feedback through a variety of channels, reviews reports submitted to our customer support team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behavior, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete.
Not following any of our guidelines may result in the loss of access to your Pull Up N Go accounts. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the Pull Up N Go community, or cause harm to Pull Up N Go’s brand, reputation, or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Pull Up N Go apps. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using the Pull Up N Go apps can result in the immediate loss of access to the Pull Up N Go apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Lastly, all drivers wanting to use the Pull Up N Go apps undergo a screening process, including motor vehicle record and background checks. A driver will lose access to their Pull Up N Go account(s) if a routine motor vehicle record or background check uncovers a violation of Pull Up N Go’s Community Guidelines or other criteria required by local regulators.
To read more about our Community Guidelines, go here.
Getting back on the road after deactivation
If you’re a driver and you lose access to your Pull Up N Go account for a low star rating, you may have the opportunity to get back on the road if you provide proof that you’ve successfully taken a quality improvement course offered by third party experts, available online in all US and Canadian cities, and in person in certain US and Canadian cities. Check with your local Pull Up N Go team or pullupngo.com/support to find out more.