UBER COMMUNITY GUIDELINES
We want Uber to be enjoyable and safe for everyone. These ground rules are designed to ensure that riders and drivers have a five star ride when using Uber. Please take a moment to read them. Because whether you’re a rider trying to get from A to B—or a partner wanting to make money as a driver—your behaviour matters.
Respect each other
Treat your fellow riders and drivers as you would like to be treated yourself: with respect. Always try to be on time for your ride because nobody likes to wait. It’s common courtesy not to shout, swear or slam the car door. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilt drink—you’ll keep the car in good condition and ensure the next person has a pleasant ride too. Most important of all, remember that when you use Uber you will meet people who may look different or think differently to you. Please respect those differences. We want everyone to feel welcome when they use Uber.
Give riders and drivers some personal space
We all value our personal space and privacy. It’s OK to chat with other people in the car. But please don’t comment on someone’s appearance or ask overly personal questions like whether they are single. As a passenger, if you need to make a phone call, keep your voice down to avoid disturbing your driver or other riders. And don’t touch or flirt with other people in the car. Sexual contact is not allowed between drivers and riders (or between riders on a trip), period.
Everyone wants to get from A to B safely. So please ensure that you follow the local law. Check out our rider safety tips. Whether you’re in the front or the back seat, fasten your seatbelt when you get into the car. Of course, drivers have a particular responsibility when it comes to safety. That means keeping to the speed limit; not texting while driving, always using a phone mount, and never driving under the influence of alcohol or drugs. And if you’re driving and feel tired, take a break. As the experts say, “sleep is the only true preventative measure against the risks of drowsy driving.”
Children must be supervised
Only adults can have an Uber rider account. If your child is using your account, a parent or guardian must be with them at all times.
Feedback makes us all better
Whether you are a rider or driver, please rate your journey at the end of the trip. Honest feedback helps ensure that everyone is accountable for their behaviour. This accountability creates a respectful, safe environment for both riders and drivers. And if something happens during a ride—whether it’s a traffic accident or an argument—make sure to report it by tapping “Help” in the app so that our customer support team can follow up.
The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to Uber as a rider or driver in the United Kingdom.
WHY RIDERS CAN LOSE ACCESS TO UBER
This policy helps explain the kinds of behaviour that may lead riders to lose access to Uber. Please remember that if you’re travelling in a group, or you allow other people to take trips on your account, you are responsible for their behaviour in the car.
Ensuring a respectful, safe environment for all drivers and riders
The way you behave whilst using Uber can have a big impact on the safety and comfort of drivers, as well as your fellow passengers. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently towards other people in the car when riding with Uber—just as you would in any public place.
Here are some reasons you could lose access to Uber as a rider:
Damaging drivers’ or other passengers’ property. For example, damaging the car, breaking or vandalising a phone, intentionally spilling food or drink, smoking or vomiting due to excessive alcohol consumption.
Physical contact with the driver or fellow riders. As these Community Guidelines make clear, you shouldn’t touch or flirt with other people in the car. Sexual contact is not allowed. And you should never hit or otherwise hurt a driver or fellow passenger.
Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats and making comments or gestures that are aggressive, sexual, discriminatory or disrespectful.
Unwanted contact with the driver or fellow passenger after the trip is over. For example, texting, calling or visiting someone in person after a ride has been completed. Remember, in the UK you can call and text your driver directly from the Uber app without ever having to share your personal phone number. This means that your phone number stays anonymous and is never given to your driver.
Breaking the local law while using Uber. For example, bringing drugs or open containers of alcohol into the car, travelling in large groups that exceed the number of seat belts in the car, asking drivers to break local traffic laws such as speed limits or using Uber to commit a crime, including drug and human trafficking or the sexual exploitation of children.
If we are made aware of these kinds of problematic behaviour, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offence, or you refuse to cooperate, you may lose access to Uber. Any behaviour involving violence, sexual misconduct, harassment, discrimination or illegal activity while using Uber can result in the immediate loss of your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Uber has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against drivers or other riders based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.
Fraud or Illegitimate Behavior
Fraudulent or illegitimate behavior undermines the trust on which Uber is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between rider and driver; disputing fares for fraudulent or illegitimate reasons; or creating duplicate accounts.
Uber prohibits riders and drivers from carrying firearms in a vehicle while using our app. You can learn more about our firearms prohibition policy here.  If you violate Uber’s firearms prohibition policy, you may lose access to Uber.
WHY DRIVERS CAN LOSE ACCESS TO UBER
If you are a driver, and your account is temporarily blocked or deactivated, it limits your ability to make money. This policy helps explain the circumstances in which a driver may be denied access to the Uber app; how (if at all) he or she can use the app again; and how drivers are informed about decisions under such policies.
People who breach these Guidelines or our terms of service may lose access to Uber, either temporarily or permanently depending on the seriousness of the breach .
While it’s up to individual drivers to decide if, when and where to use Uber, they must do so in ways that are consistent with their terms with Uber. To support them as they use the app, we believe it is important to have clear, published guidelines that set out what we may consider to be a breach of these terms, and explaining the circumstances in which they may be denied access to Uber .
There will always be unforeseen events that may ultimately lead to deactivation--and we’ll update these guidelines regularly--but the following may be sufficient cause for deactivation because they are a breach of the terms: quality; fraud; safety and discrimination.
It is important for all users of the Uber app, drivers and riders, for there to be certain standards of service. Riders who use Uber expect their drivers to drive safely, as well as be courteous and professional. The higher the quality of the service, the more riders want to take trips, which in turn means more opportunities for drivers to make money. Poor service has the opposite effect over time. There are several ways we measure the quality of the service drivers provide to their riders when using the app, with the most important being Star Ratings and Cancellation Rate.
After every trip, drivers and riders rate each other on a five-star scale and give feedback on how the trip went. This two-way system holds everyone accountable for their own behavior. Accountability helps create a respectful, safe environment for both drivers and riders. Maintaining good ratings is important to the reputation of the Uber app, and is in the best interests of riders and drivers alike. Drivers can see their current rating in the Ratings tab of the Uber Partner app.
How is my rating as a driver calculated? Your rating is based on an average of the number of post-trip stars riders gave you (from 1 to 5 stars). In the Partner app, you’ll see your rating as an average of the last 500 rated trips, or the total number of rated trips you’ve taken if less than 500. The easiest way to keep your average rating high is to provide good service on every trip. Drivers on the Uber platform provide excellent service, so most trips run smoothly. But we know that sometimes a trip doesn’t go well, which is why we only ever consider an average of many ratings when calculating your rating instead of individual trips.
What leads to deactivation? There is a minimum average rating in each city. This is because there are cultural differences in the way people in different cities rate each other. We will alert you by email and text message if your rating is approaching this limit.
We check your rating after every 50 rated trips, so that we can let you know as early as possible if you are approaching this limit and provide you with any suggestions and support you might need to help improve your rating, like tips from our top rated partner-drivers. If you are a new driver and your rating falls below the minimum in your first 50 trips, we will invite you to participate in a session for further support, either online or in person at the Uber office. This is entirely optional, but is aimed to give you useful guidance on behaviours that we see will often result in great ratings. If your average rating still falls below the minimum after multiple notifications after a 50 trip period, your account will be reviewed and may in some cases be deactivated.
A driver cancellation is when a driver confirms they are available to take a trip, has that trip allocated to them and then cancels the trip. Cancellations create a poor rider experience and negatively affect other drivers, as the driver who ultimately ends up taking the trip may have to travel further to pick up the rider. We understand that there may be times when something comes up that causes a driver to cancel a confirmed trip, but minimising cancellations is critical for the reliability of the system.
Our full cancellation policy can be found here.
When a booking is sent to a driver he or she ‘confirms’ it by simply tapping the screen. High confirmation rates are a critical part of reliable, high-quality service, but not confirming trips does not lead to permanent deactivation.
Consistently confirming trips helps maximise payments for drivers and keeps the system running smoothly. We know that sometimes things come up that prevent you from confirming every booking, but not confirming trips causes delays and degrades the reliability of the system. You are encouraged to only log onto the app when you are available to take trips. Logging on when you are not will impact on the efficiency of the app and lead to poor experiences for drivers and riders.
If you are consistently not confirming trips sent to you through the app you may temporarily be logged out of the app for a limited period of time as Uber will assume that you are not available to take trips at that time. You can still log on to take trips and your account is not at risk. However, it is in the interests of all users of the app for it to work as efficiently as possible for those drivers available to give rides, and riders looking for rides.
Fraudulent activity undermines the trust on which Uber is built. That’s why we are constantly on the lookout for fraud by users of the platform who are gaming our systems (drivers and riders). Fraudulent behaviours are a breach of the terms and, in some cases, is illegal.
Creating a duplicate account for fraudulent purposes -- including creating a new account after permanent deactivation -- is not allowed on the Uber platform.
What leads to deactivation? We will deactivate any account or accounts (including permanently) associated with fraudulent activity, which may include: Deliberately increasing the time or distance of a trip; Confirming trips without the intention to complete, including provoking riders to cancel; Creating dummy rider or driver accounts for fraudulent purposes; Claiming fraudulent fees or charges, like false cleaning fees; Intentionally taking or completing fraudulent or falsified trips; Actions intended to disrupt or manipulate the normal operation of the Uber system; Requesting trips from yourself, your friends, or any other service in order to earn additional trip fares, extra incentives, or higher ratings; Using software or any other services to manipulate or fake any part of your trip or account information; and Using or supporting third-party services that offer illegitimate, reduced price Uber trips.
Uber uses technology to keep riders and drivers safe, for instance by GPS-tracking every ride and allowing riders to share their journeys in real time with families or friends. Drivers must also undergo an enhanced background (DBS) check as required by the relevant licensing authority. We also have a dedicated incident response team on call 24/7 to investigate safety incidents. Furthermore, Uber has a dedicated team who work closely with the police in all cities it operates across the UK and Ireland to provide information on specific inquiries when required.
Actions that threaten the safety of riders and drivers may be investigated and, if confirmed, will lead to permanent deactivation. As a precaution, after receiving a complaint, in some circumstances we may temporarily limit access to the platform until the issue is resolved.
Issues that can lead to deactivation include:
Uber’s Community Guidelines. All users of the Uber platform—both riders and drivers—agree to abide by the above Community Guidelines while using the app. These Guidelines create a shared standard of respect, accountability and common courtesy for everyone in the vehicle.
What leads to deactivation? Uber may deactivate the account of any driver who does not follow the Community Guidelines, by engaging in, for example: Violent or inappropriate behavior; Abusive language; or Having illegal substances in the vehicle.
Zero Tolerance for Drugs & Alcohol. Uber does not tolerate the use of drugs or alcohol by drivers while using the platform.
What leads to deactivation? The account of any driver found to be under the influence of drugs or alcohol while using the Uber platform will be permanently deactivated. Uber may also deactivate the account of any driver who receives several unconfirmed complaints of drug or alcohol use.
Compliance with the Law. We expect drivers using the Uber app to act in compliance with all national and local laws and the rules of the road at all times. This includes obeying all of the rules of your Private Hire or Hackney Carriage licence.
What leads to deactivation? Uber may permanently deactivate for activities such as: Engaging in serious illegal activity while using the Uber app; Not maintaining valid vehicle registration; Private Hire, Hackney Carriage Driver, or Vehicle Licence; Receiving a serious traffic offence, or several traffic offences that indicate unsafe driving, while using the Uber app; and Breaking the rules of their Private Hire / Hackney Carriage licence.
Safe Driving. Riders expect drivers using the Uber app to drive safely at all times.
What leads to deactivation? Uber will deactivate the account of any driver who receives several or serious complaints of poor, unsafe or distracted driving while using the Uber app.
Accurate Personal Information
The Uber app is designed to give riders identifying information about drivers and their vehicles, like their name, profile picture, vehicle model and licence plate number, before the trip begins. Inaccurate or outdated information creates confusion among riders and can diminish their experience with Uber. It also may be a breach of your private hire licence with your regulator, which may mean that Uber will be required to end the partnership.
What leads to deactivation? We will deactivate for activities such as: providing Uber with inaccurate information; Allowing someone else to use his or her account; and Taking a trip using an unapproved vehicle.
In addition, we will take action to prevent any driver whose required documentation becomes invalid—like a driver’s licence that expires—from going online until the driver provides Uber with updated information.
To maintain the transparency and safety of the Uber platform for all users, activities conducted outside of the monitored system of the Uber app are prohibited.
What leads to deactivation? We will take action against a driver for activities such as: Accepting illegal street hails (“plying for hire”) while using the Uber app where it is in breach of the terms of your applicable licence; Harming the business or brand, like unauthorized use of Uber‘s trademark or intellectual property, or otherwise violating the drivers’ agreement with Uber; and soliciting payment of fares outside the Uber system.
Uber’s mission is to connect riders to transportation as reliable as running water, everywhere for everyone. We do not tolerate discrimination on our platform.
What leads to deactivation? It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law in the UK. Actions like these will result in permanent deactivation.
We want to help increase the transportation options for riders with disabilities. That’s why we have information available for drivers on this topic. We expect drivers using the Uber app to comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals.
Uber prohibits riders and drivers from carrying firearms in a vehicle while using our app. You can learn more about our firearms prohibition policy here . If you violate Uber’s firearms prohibition policy, you may lose access to Uber.
Getting Back on the Road After Deactivation
If your account has been deactivated for certain quality reasons, like low star ratings, you may have the opportunity to get back on the road. To be eligible, you will need to have been off the platform for at least six months and your average rating must be above the minimum reactivation rating threshold for your city. You will also need to successfully complete our quality reactivation quiz. Check with your local Uber team to find out if you are eligible.
Last updated: 16 February 2016
 To the extent permitted by applicable law.
 The policy and Code of Conduct is an important part of the services agreement (specifically, clauses 12.2 and 14.2) governing the contractual relationship between Uber and drivers.
 You should note that these guidelines are non-exhaustive, for guidance purposes only and are without limitation or prejudice to the terms of the Services Agreement.