Zero Tolerance Policy

1. Why We Have This Policy

Every trip booked on Onvayo puts a Driver Partner, a Customer, and often someone else's goods, in the same interaction. Safety on that interaction isn't negotiable. This policy sets out the conduct we do not tolerate on the Onvayo platform, from anyone — Driver Partners or Customers — and what happens when it occurs.

2. Prohibited Conduct

The following are strictly prohibited while using the Onvayo platform, whether during an active trip or otherwise interacting through the app:

• Violence or threats — physical violence, threats, intimidation or harassment directed at a Driver Partner, Customer, or anyone else involved in a trip.
• Discrimination — refusing or mistreating someone on the basis of gender, religion, caste, disability, or any other protected characteristic.
• Fraud — providing false identity, vehicle or goods information; manipulating fares, ratings or the referral system; or any other dishonest use of the platform.
• Reckless driving — driving in a manner that endangers the Driver Partner, the Customer's goods, or the public.
• Unauthorised sub-contracting — a Driver Partner allowing someone else, not verified on the platform, to drive or fulfil their trips.
• Transporting prohibited goods — knowingly transporting anything listed as restricted in our Terms of Service.

3. Alcohol & Substance Use

Driver Partners must not be under the influence of alcohol, narcotics or any impairing substance while online, en route to a pickup, or during an active trip. Possessing or distributing illegal substances while using the Onvayo platform is grounds for immediate and permanent removal from the platform, and may be reported to law enforcement.

4. Checks & Reporting

Onvayo verifies Driver Partners' identity and vehicle documents before onboarding. Where we receive a credible report of a violation of this policy, we may investigate, which can include contacting the Driver Partner or Customer involved, reviewing trip records, and — where relevant and proportionate — requesting supporting evidence.

5. Enforcement

Violations of this policy may result in:

• A warning and requirement to acknowledge the policy;
• Temporary suspension of platform access pending investigation;
• Permanent deactivation from the Onvayo platform;
• Reporting to the relevant police or regulatory authority, where the conduct may be criminal.

We aim to act proportionately, but safety-critical violations (violence, substance use while driving, or transporting prohibited goods) will typically result in immediate suspension while we investigate.

6. How to Report a Concern

If you experience or witness a violation of this policy — as a Customer or a Driver Partner — please report it right away:

For anything involving immediate danger, please also contact local emergency services first.