Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses PCONN App Inc’s platform (“PCONN App Platform”), including but not limited to drivers, riders, merchants, and businesses. It also includes interactions you may have with PCONN App employees and contractors through online support systems, or over the phone. And, in some instances, our guidelines apply to conduct outside the PCONN App Platform that we become aware of, including but not limited to information from other platforms, when such conduct may threaten the safety of the PCONN App Platform.
Thank you for joining us in supporting and safeguarding a welcoming environment.
The guidelines below help explain some of the specific kinds of positive network engagement on the PCONN App Platform, as well as the behaviors or circumstances that may cause you to lose access to the PCONN App Platform. There will always be unforeseen events that may ultimately lead to your losing access to using the PCONN App Platform and services, but the following guidelines—which we’ll update regularly—provide the basis for behavior we expect from all in the PCONN App network. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with PCONN App and may result in the loss of access to part or all of the PConn App Platform.
We update our guidelines regularly to address relevant behavior and risks. Our goal is to ensure that everybody in the PCONN App network always feels safe and welcome.
Please take a moment to read them.
Everyone who signs up for a PCONN App account is required to follow PCONN App ’s General Gudielines. They reflect the following 3 pillars and the standards in each of these sections.
Our network is remarkably diverse and, chances are, you may meet people who may look different from you, think differently than you, or come from different backgrounds. The guidelines in this section help to foster positive interactions during every experience.
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written.
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the PCONN App Platform to do their part and adhere to relevant laws and regulations, as well as airport rules and regulations where applicable.
If something happens, whether it’s good or bad, we make it easy for you to tell us directly in the app or by contacting the PCONN App Support team. Our team is continually improving our standards and policies, and your feedback is important so that we can take appropriate action to keep our standards relevant as our technology evolves.
Treat everyone in the PCONN App network as you would like to be treated yourself: with respect. The actions you take while using the PCONN App Platform 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 toward other people when using the PCONN App Platform and interacting with others in the PCONN App network—just as you would in any public place. This includes behavior toward the PCONN App Support team.
PCONN App is an anti-racist company. We are committed to creating a safe and welcoming space for everyone, regardless of background. Remember that when you interact with others in the PConn App network, you may meet people who may look different from you, think differently than you, or come from different backgrounds. Please respect those differences. Discrimination based on race or any other characteristic protected by law will not be tolerated on the PCONN App Platform and can result in loss of access to the apps. Additionally, if you witness discrimination taking place, you can report the situation to PCONN App and we will address any report in accordance with our policies.
We believe that everyone should feel supported and welcomed when interacting with others in the PCONN App network. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behavior, post-trip contact, discrimination, and property damage.
Respect isn’t always tied to what you say; it is also about how you act. For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear, or slam doors. And by tidying up after yourself—whether it’s taking your trash home or cleaning up a spilled drink—you’ll help ensure that everyone has a pleasant ride.
No one on the PCONN App Platform should be touched without their consent, period. Don’t touch strangers or anyone you just met while using the PConn App Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using PCONN App who may need help getting into and out of the vehicle). Hurting or intending to hurt anyone is never allowed.
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 provides examples of inappropriate conduct but is not exhaustive.
Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, discriminatory, threatening, or inappropriate. The following list provides examples of threatening or rude behavior but is not exhaustive.
If you are the recipient of or witness to any threatening or rude behavior, you can report the situation to PCONN App and we will address any report in accordance with our policies.
Contact should end when the trip is complete, unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip has been completed. Do not share any unnecessary contact information.
You should always feel safe and welcome. That’s why we don’t tolerate racist or discriminatory conduct and behavior, including toward the PCONN App Support team. We encourage you to engage in all interactions with empathy, inclusivity, and intent to provide an anti-racist, anti-discriminatory space for everyone. Do not discriminate against someone or engage in a disparaging manner toward someone based on traits such as their race, ethnicity, skin color, age, disability, gender identity, marital status, pregnancy, national origin, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
The following list provides examples of discriminatory behavior but is not exhaustive.
We also want to help increase the transport options for people with disabilities. That’s why we have information available for drivers and riders on this topic. Drivers using the PCONN App Platform must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals and assistive devices (such as wheelchairs).
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to PCONN App support@iampconn.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. PCONN App 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 PCONN App Platform.
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the PCONN App 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.
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 the PCONN App Platform, 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 PCONN App Platform.
You must be 18 years or older to have an PCONN App account. This means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a ride for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride. These age limitations apply unless our local guidelines, terms, or other policies say otherwise.
When driving with PCONN App , no one other than the driver, the requesting rider, and the rider’s guests should be in the vehicle. These guidelines apply unless our local guidelines, terms, or other policies say otherwise. When riding with PCONN App , the account holder is responsible for the behavior of their entire party. If you request a ride another adult, you’re held responsible for their behavior during their trip.
For an easy pickup , the PCONN App Platform gives riders 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 can diminish their experience using the PCONN App Platform.
Drivers must complete trips and deliveries using only approved vehicles. To provide accurate information, let us know your vehicle information and provide any updates to your documentation that may become invalid, like a driver’s license that’s about to expire.
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every driver, 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.
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to PCONN App, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note the following:
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.
Pursuant to the terms of their agreement with PCONN App , drivers 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.
Safe roadways require drivers to practice safe behavior, which includes looking out for all travelers, regardless of how they get around.
PCONN App 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 PConn App receives notice from a public health authority that someone using the PConn App 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 PConn App Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the PConn App 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 PConn App Platform might present a danger.
We have standards based on applicable laws and regulations that everyone must follow. For example, using the PCONN App 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.
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 complying with traffic laws, signs, and signals—at all times when using the PCONN App Platform.
All relevant licenses, permits, and any other legal documents required of 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 reports of crashes or traffic citations that may have happened during a trip , and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where drivers can park their 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.
For riders, let your driver 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, don’t ask a driver person to speed or to make illegal stops, dropoffs, or maneuvers.
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.
Drivers and riders should comply with applicable 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.
When picking up riders traveling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat, if a driver is not comfortable with a rider installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.
Drivers using the Driver app 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 losing access to the PConn App 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.
PCONN App takes reports of discriminatory behavior seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the PCONN App Platform.
Drug use and open containers of alcohol are never allowed while using the PCONN App Platform.
If you’re a driver, 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.
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 vehicle and call 911. Once you have left the vehicle, please also report your experience to PCONN App .
Riders and their guests, as well as drivers, are prohibited from carrying firearms while using the PCONN App Platform, to the extent permitted by applicable law.
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 PCONN App 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 for fraudulent purposes or otherwise; accepting trip, order, 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; actions intended to disrupt or manipulate the normal functioning of the PCONN App Platform, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
To enhance the safety of each experience, off-platform pickups are prohibited. The law prohibits street hails while using the PCONN App Platform, so never solicit or accept payment outside the PCONN App Platform. Riders should not pay for trips or deliveries in cash, and riders should not request trips from drivers outside of the PCONN App Platform.
Never use PCONN App ’s trademark or intellectual property without permission. If it’s required under local law to display PConn App -branded items, drivers should only use PCONN App -branded items that are obtained from PCONN App. Drivers should not display PCONN App -branded items when they are not accessing the platform. Drivers should also return PCONN App -branded items to PCONN App if they lose access to the platform. The use of unauthorized or third-party items—such as lights, placards, signs, or similar items bearing PCONN App ’s name or trademark—may confuse riders.
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continually 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 . 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 support@iampconn.com so that our 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 PCONN App.
Drivers and riders can give and receive ratings, 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 app. Riders can see their rating displayed under their name by opening the app and touching the menu.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the PCONN App Platform and interacting with others in the PCONN App network. Drivers using the PCONN App Platform typically provide excellent service to their riders, and most riders are courteous and respectful, so most trips and deliveries run smoothly. Contacting Support will not lead to an individual rating being removed. We know that sometimes a trip doesn’t go well—that’s why your rating is an average rating.
If you’re a driver and you lose access to your PCONN App account for low ratings, you may have the opportunity to get back on the road if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course offered by third-party experts. Check with the PCONN App Support team or reach out to us at support@iampconn.com to find out more.
If you’re driver and you don’t want to accept trip requests, you can just go offline or log off. This helps keep the system running smoothly for everyone.
For drivers, if you consistently decline consecutive trip or order requests, our technology may assume you do not want to accept more trips or orders or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin confirming availability for trips or orders again. Intentionally refusing or canceling requests, or using features on the PCONN App Platform to avoid receiving trip requests, due to someone’s protected characteristics or 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.
Losing access to the PCONN App Platform may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the PCONN App Platform. If you violate any terms of your contractual agreement with PConn App, or any applicable terms or policies, including any one of these General Gudielines or any additional policies and standards that are communicated by PCONN App to you from time to time, you can lose access to all or part of the PCONN App Platform. If you have more than one PCONN App account, such as a rider account and a driver account, violating the General Gudielines could also lead you to lose access to all PCONN App accounts. If you believe an error caused you to lose access to your account, you may contact the PCONN App Support team.
PCONN App receives feedback through a variety of channels, reviews reports submitted to our Support team that may violate our General Gudielines, 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 one of our guidelines may result in the loss of access to all or part of the PCONN App Platform. This can include reported violations of our General Gudielines and certain actions you may take outside of the PConn App Platform, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the PCONN App network, our employees, and contractors, or cause harm to PCONN App ’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 PCONN App Platform. Any behavior involving discrimination, violence, sexual misconduct, harassment, fraud, or deceptive, illegal, or unsafe activity, while using the PCONN App Platform can result in the immediate loss of access to the PCONN App Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation.
Many correctional facilities regulate the provision of certain services, including ridesharing services, on the PCONN App Platform. If we determine that a driver’s account is not in compliance with applicable regulatory requirements, we may be required to remove the driver’s access to the PCONN App Platform.
Also, all drivers wanting to use the PCONN App Platform undergo a screening process, including motor vehicle record and criminal background checks. A driver person will lose access to their PCONN App account(s) if a motor vehicle record check, criminal background check, or other check uncovers a violation of PCONN App ’s General Gudielines or other criteria required by local regulators.
*Note: Drivers are not agents (actual, ostensible, or otherwise) or employees of PCONN App Drivers do not act pursuant to any authority (actual, apparent, or otherwise). They are independent third-party providers.
