Community Guidelines

What we stand for

Guidelines for everyone

• Be polite, patient and respectful in person and in the app.
• Respect personal space, privacy and boundaries.
• Communicate through the app and keep personal contact details private.
• Follow the law, including traffic and safety laws.
• Be honest about who you are and the information you provide.
• Respect cultural, religious and personal differences.
• Speak up if something feels unsafe, and report concerns.

Guidelines for riders

• Check that the driver's name, photo, vehicle and licence plate match the app before getting in.
• Be ready at the pickup point and respect the driver's time.
• Wear a seat belt and follow the driver's reasonable safety requests.
• Keep the vehicle clean and don't damage it.
• Don't ask the driver to break traffic laws, overload the vehicle or take an unsafe route.
• Don't ask for personal contact details or contact the driver outside the app for personal reasons.
• Rate your trip honestly and fairly.

Guidelines for drivers

• Keep your vehicle safe, clean and in good working order.
• Drive safely, follow all traffic laws and never drive while impaired.
• Confirm who you are picking up before starting a trip.
• Be professional, respectful and welcoming to every rider.
• Keep rider information private and use it only to complete the trip.
• Don't contact riders outside the app for personal reasons.
• Only the approved, verified driver may use a driver account.
• You may decline or end a trip if you feel unsafe, and report the concern.

Additional requirements for drivers are set out in the Driver Terms.

What is not allowed

The following are not tolerated on mum collective:

• Harassment, bullying, intimidation or threats of any kind.
• Discrimination based on race, ethnicity, religion, gender, sexual orientation, disability, age or any other protected characteristic.
• Violence, or any unwanted physical contact.
• Sexual comments, advances or behaviour.
• Unwanted contact, following or stalking.
• Driving under the influence of alcohol, cannabis or any other impairing substance.
• Fraud, including fake accounts, false identities, fake reports or misuse of promotions.
• Sharing another person's private information without their consent.
• Recording or sharing images of another person without their consent where the law requires it.
• Bringing weapons or illegal items on a trip.
• Retaliating against someone for reporting a concern.

How to report a concern

If something doesn't feel right, please tell us, even if you aren't sure it breaks a rule. Community reporting tools are being developed for the app. Until the app launches, you can contact us by email.

When you report, it helps to include:

• What happened, when and where.
• Any details about the people involved, such as names shown in the app.
• Anything that could help us understand, such as messages or screenshots.

What happens after a report

Reports are meant to be reviewed by our team. Depending on what happened, we may:

• Follow up with the people involved.
• Give a warning or reminder of these guidelines.
• Temporarily suspend an account while we look into it.
• Permanently remove a rider or driver from the platform.
• Share information with authorities where required or where there is a risk to safety.

Where appropriate, we will explain the reason for our decision and give the person an opportunity to respond. We handle reports with care and share information only as needed, in line with our Privacy Policy. We do not allow retaliation against anyone who makes a good-faith report.

In an emergency

Updates to these guidelines

We may update these guidelines as our community and services grow. The "Last updated" date shows when they last changed. These guidelines work together with our Terms of Service.