Community Guidelines

Everyone should be treated with basic dignity regardless of background, identity, appearance, disability, occupation, income, destination or other protected characteristic.

Do not threaten, insult, intimidate, bully or deliberately humiliate another person. Do not engage in discriminatory treatment or refuse service for an unlawfully discriminatory reason.

No threats of violence or retaliation.

No abusive, degrading or persistently hostile language.

No discrimination prohibited by law.

Reasonable requests relating to disability or safety should be handled respectfully and in accordance with applicable law.

Sexual harassment, sexual activity during a Trip, unwanted touching, sexual propositions, sexually explicit comments directed at another user, indecent exposure and coercive conduct are not acceptable on heyGo.

A person’s clothing, friendliness, previous interaction or use of the platform is never permission for sexual conduct. Consent cannot be assumed.

Information obtained through heyGo should be used only for legitimate Trip, safety, support or lost-property purposes.

Do not continue contacting a Rider or Driver after a Trip for personal, romantic, commercial or harassing reasons. Do not follow someone, visit their home or workplace, publish their information or record/share them in a way that violates law or reasonable privacy expectations.

Drivers must obey applicable traffic laws, maintain reasonable control of the vehicle, avoid dangerous speeding or manoeuvres, and use required safety restraints.

Drivers must not provide Trips while impaired by alcohol, illegal drugs, unsafe medication effects, severe fatigue or another condition that materially impairs safe driving.

Riders must not pressure Drivers to speed, drive unlawfully, overload a vehicle or stop in an unsafe or prohibited location.

Both Riders and Drivers should use seat belts where available and required, and should comply with lawful child-restraint requirements.

The Driver who arrives should be the approved Driver shown in heyGo, and the vehicle should match the approved vehicle information presented to the Rider.

Drivers must not share accounts or allow an unapproved person to complete Trips using their identity. Riders should not knowingly encourage identity substitution.

Vehicle owners may register vehicles driven by approved Drivers, and one approved vehicle may be linked to multiple approved Drivers. Each Driver must have their own approved account and be authorised to use that vehicle.

Physical assault, fighting, credible threats, intentional dangerous driving, intimidation with a weapon, kidnapping, unlawful detention or any comparable violent conduct is prohibited.

Possession or carriage of any item must comply with applicable law and heyGo safety rules. A lawful item must never be used to threaten or intimidate another person.

Do not create fake Trips, coordinate false bookings, manipulate GPS/location, falsify trip status, create duplicate accounts to abuse promotions, submit false documents, impersonate another person, fabricate incidents, or intentionally inflate time, distance or charges.

Do not deliberately move a Trip outside the heyGo record in order to deceive the platform, bypass safety records, manipulate promotions or falsify activity. A supported direct Rider-to-Driver payment method is not a violation merely because the payment itself is made directly.

Drivers must not threaten, coerce or harass a Rider over payment. Riders must not intentionally evade a genuine Fare or falsely claim to have paid.

Drivers should request only the amount displayed or adjusted through an authorised heyGo process. Cancellation fees and per-minute waiting charges after five minutes follow the in-app fee schedule. Tolls are handled manually at actual cost, parking is not charged automatically, and cleaning charges require manual review. Driver-entered fare adjustments are not permitted.

If there is a payment dispute, use heyGo support or another lawful dispute process. Do not detain a person or seize their property as leverage.

Riders should treat the Driver’s vehicle with reasonable care and should not intentionally damage, soil or steal from it.

Drivers should take reasonable care of Rider property and should not keep lost property as their own. Lost items should be handled through the available support process where possible.

Theft, deliberate property damage or extortion may result in account action and may be referred to law enforcement where appropriate.

heyGo must not be used to facilitate trafficking, theft, fraud, violent crime, unlawful drug distribution or another illegal activity.

Drivers and Riders must comply with lawful instructions from competent authorities, subject to their legal rights.

Serious suspected criminal conduct may be reported to relevant authorities where required or lawfully appropriate.

Drivers should maintain a reasonably clean and roadworthy vehicle and provide Trips in a professional manner.

Riders should be ready at the agreed pickup point within a reasonable time and should avoid conduct that creates unnecessary risk or disruption.

Neither side should pressure the other into unrelated sales, loans, investments, religious or political activity, personal relationships or other unwanted interactions during a Trip.

Drivers and Riders must follow applicable laws and heyGo product rules for minors, child restraints, third-party riders and persons who require additional assistance.

No user may exploit, endanger or harass a child or vulnerable person. Serious concerns involving exploitation or abuse may result in immediate restriction and escalation to appropriate authorities.

Dashcams or recordings may be used only where lawful. Where notice or consent is legally required, the person operating the recording device is responsible for complying with that requirement.

Recordings must not be published, monetised or shared to shame, harass or expose another user except where lawful and reasonably necessary for a safety report, insurance claim, legal proceeding or law-enforcement request.

If heyGo receives a serious safety, fraud or conduct report, affected users may be asked to provide truthful information, documents or available evidence.

Do not retaliate against someone for making a good-faith safety report or participating in an investigation.

Knowingly false or malicious reports may themselves violate these Guidelines.

heyGo may respond based on the seriousness, evidence, frequency and risk of the reported behaviour. Possible actions include education, warning, removal of content, requirement to re-verify or re-inspect, temporary feature restriction, temporary account suspension or permanent deactivation.

Serious allegations involving immediate safety, identity fraud or unlawful activity may result in temporary restriction while the matter is reviewed.

Where appropriate, heyGo may consider prior reports, contextual information and available evidence rather than relying on a single unverified complaint.

Report safety, conduct, fraud or service concerns through in-app support or [email protected]. Complaints will be acknowledged within 24 hours; the normal resolution target is five business days, with updates for matters requiring further investigation.

Drivers may request review of a material suspension or deactivation under the Driver Platform Terms. A second reviewer handles Driver appeals. Riders also have a route to challenge significant account action through support.

Emergency situations should be directed first to the appropriate emergency service or law-enforcement authority. heyGo support is not a substitute for emergency services.

These Guidelines apply to conduct on the heyGo platform and conduct connected with a Trip or platform interaction.

In exceptional cases, heyGo may consider serious off-platform conduct where there is credible information that the conduct creates a material safety risk to users or demonstrates misuse of the heyGo platform. Any action should be proportionate, evidence-based and subject to applicable law.

ILE may update these Guidelines as the product, risks, regulations and community evolve. Material changes will be communicated through an appropriate channel, and the current version should be available through heyGo’s website or app.