Community Guidelines

Ailoo is built on a simple idea: transportation that works for both sides. That only happens when riders and drivers treat each other with dignity. These Community Guidelines describe the behaviour we expect from everyone on the platform.

These guidelines apply to every interaction on Ailoo — in the app, in the vehicle, and in any communication facilitated through our platform.

• Respect: Treat every person on the platform as you would want to be treated
• Safety: Never compromise the physical safety of yourself or others
• Honesty: Don't misuse ratings, dispute processes, or promotions
• Inclusion: Ailoo is for everyone — discrimination has no place here
• Accountability: Take responsibility for your actions on the platform

In the vehicle

• Wear your seatbelt for the entire trip — for your safety and the driver's
• Treat the vehicle with care — no mess, no damage, no smoking or vaping
• Ride with the number of passengers you booked for — no last-minute extras without agreement
• Do not ask the driver to exceed speed limits, run red lights, or violate any traffic law
• Keep music or media at a volume the driver is comfortable with

How you treat your driver

• Be at the pick-up location at the confirmed time — drivers' time is money
• Communicate delays via the in-app chat before the driver arrives, not after
• Do not negotiate fares — the price shown at booking is the price you pay
• Do not ask drivers to perform personal favours or tasks outside the agreed trip
• Verbal abuse, threats, or intimidation of any kind will result in account suspension

Women-only trips

Women-only mode is provided for safety and comfort. Please use it genuinely. Attempting to misuse this feature is a violation of these guidelines.

Professionalism

• Arrive at the confirmed pick-up location — do not ask riders to come to a different location
• Greet riders courteously and confirm the destination before departing
• Keep the vehicle clean, well-lit, and at a comfortable temperature
• Respect riders' preference for conversation — not every rider wants to chat
• Do not play music at high volume without the rider's agreement

Non-discrimination

You must accept all trips matched to you regardless of the rider's destination, gender, nationality, religion, disability, or appearance. Selective cancellations based on these factors will result in immediate account review.

Privacy

• Do not record riders without their knowledge (except always-on audio for women-only trips as disclosed at booking)
• Do not share rider information — name, phone number, pick-up or drop-off locations — with any third party
• Do not follow or contact a rider outside the Ailoo platform after a trip is completed

In-app safety tools

• The emergency button in the app contacts Saudi emergency services (911) immediately
• Trip location is automatically shared with Ailoo's safety team when the emergency button is used
• Riders can share live trip tracking with a trusted contact from the trip screen

If you feel unsafe

• Riders: ask to stop the trip at a safe, public location. Use the in-app safety button. Do not exit on a highway or unsafe road.
• Drivers: if a rider behaves dangerously or threateningly, pull over safely and end the trip. Contact support immediately.
• Both: if there is immediate physical danger, call 911 before contacting Ailoo

Accidents

In the event of any accident, however minor, both parties should remain calm, ensure everyone is safe, and report the incident through the app. Drivers are required to report all accidents within 1 hour.

• Physical violence or threats of violence toward any person
• Sexual harassment, assault, or unwanted physical contact
• Discriminatory language or conduct based on nationality, religion, gender, disability, or appearance
• Driving under the influence of alcohol, cannabis, or any controlled substance
• Fraud — fake trips, false disputes, promotional abuse
• Sharing or exposing another user's personal information
• Carrying or transporting weapons, illegal substances, or prohibited items
• Soliciting or accepting payment outside the Ailoo platform
• Creating fake accounts or using someone else's account

Additional prohibited behaviour

• Damaging a driver's vehicle — riders will be charged for damage and risk suspension
• Deliberately false ratings or reviews
• Repeated no-shows without cancellation — patterns result in account review
• Pressuring a driver to violate traffic laws
• Unauthorised commercial activity inside a vehicle

After every trip, riders rate drivers and drivers rate riders. The rating system exists to maintain quality and safety for everyone.

• Rate honestly — inflated or retaliatory ratings harm the community
• Ratings below 4.5 from riders trigger driver performance reviews
• Rider ratings below 4.0 may affect your ability to be accepted by drivers
• You can flag a rating you believe was made in bad faith — we investigate all flags
• Ratings are a rolling average of recent trips, not a permanent record

In the app

Go to Trip History → select the trip → "Report an issue." You can report safety concerns, driver conduct, rider behaviour, or billing issues directly from any completed trip.

By email

• Safety incidents: safety@ailoo.co
• General support: support@ailoo.co
• Driver-specific issues: drivers@ailoo.co

Confidentiality

Reports are treated confidentially. We do not reveal the identity of the person who filed a report to the person being reported. We take all reports seriously and investigate within 48 hours for safety-related concerns.

For riders

• First violation (minor): warning and educational notice
• Repeated violations or first serious violation: temporary suspension
• Serious or zero-tolerance violations: permanent account deactivation

For drivers

Driver consequences follow the strike system described in the Driver Agreement. Zero-tolerance violations result in immediate deactivation. See theDriver Agreement for full details.

Appeals

Any user who believes their account was suspended or deactivated unfairly can submit an appeal within 14 days to support@ailoo.co. We review all appeals and respond within 7 business days.

• Safety incidents: safety@ailoo.co
• General support: support@ailoo.co
• Driver support: drivers@ailoo.co
• Address: Ailoo, Riyadh, Kingdom of Saudi Arabia