EUROPE AND SUB-SAHARAN AFRICA
Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including but not limited to drivers, riders, couriers, Uber Eats users, merchants, and JUMP users. It also includes interactions you may have with Uber employees and contractors, including at Greenlight Hubs, through online support systems, or over the phone.
Thank you for joining us to support and safeguard a welcoming environment.
The guidelines below help explain some of the specific kinds of behaviour that may cause you to lose access to the Uber apps. There will always be unforeseen events that may ultimately lead to you losing access to the Uber apps—and we’ll update these guidelines regularly and provide you with a reasonable notice when we do—but the following guidelines are sufficient cause for Uber to take action. Please take a moment to read them.
Everyone who signs up for an Uber account is required to follow Uber’s Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.
Treat everyone with respect
Our community is remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.
Help keep one another safe
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. In addition to following all of Uber’s Community Guidelines, you can also find some more standards just for Uber Eats under "Additional guidelines for Uber Eats" below.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses our apps to do their part and adhere to applicable laws and regulations.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.
Treat your fellow Uber app users as you would like to be treated yourself: with respect. The actions you take while using the Uber apps can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently towards other people when using the Uber apps—just as you would in any public place.
For example, always try to be on time for your ride or to pick up your delivery because nobody likes to wait. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilt drink—you’ll help keep the car in good condition and help ensure the next person has a pleasant ride, too. Most importantly, remember that when you use the Uber apps you will meet people who may look differently or think differently from you. Please respect those differences. We believe that everyone should feel welcomed when they use the Uber apps. That’s why we’ve created standards on physical contact, sexual assault and misconduct, threatening and rude behaviour, unwanted contact, discrimination, and property damage.
Don’t touch strangers or anyone you just met while using any of Uber’s apps. Hurting or intending to hurt anyone is never allowed.
We all value our personal space and privacy. It’s okay to chat with other people. 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 behaviour 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 behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It is a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Contact should end when the trip or delivery is complete, unless it’s to return a lost item or with mutual consent. For example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip or delivery has been completed is not allowed.
You should always feel safe and welcome. That’s why we don’t tolerate conduct we’ve determined to be discriminatory. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law.
For example, it is unacceptable to refuse to provide services based on characteristics like a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law. It is also unacceptable to rate another user—whether they’re an Uber Eats user, courier, driver, merchant, or rider—based on these traits.
You can learn more about Uber’s non-discrimination policy here.
We also want to help increase the service options for users with disabilities. That’s why we have information available for drivers, riders and Uber Eats users on this topic. You can go here to learn more about Uber’s commitment to accessibility. Drivers using the Uber app must comply with all relevant laws governing the transportation of riders with disabilities, including transporting wheelchairs and service animals.
Property damage and locking
Damaging property is never allowed. Some examples include damaging or tampering with the car, bike, moped, scooter, or other mode of transportation requested through the Uber apps; breaking or vandalising a phone or tablet; intentionally spilling food or drink; smoking in a car; 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. If you rent a bike, moped or scooter via the Uber apps, you must ensure it has been locked safely at the end of your trip. Failing to do so may result in an additional charge or fee.
Help keep one another safe
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, unless expressly permitted in our guidelines, terms, or other policies. To use any Uber app, you need to register and maintain your own active account. You should not let another person use your account, and never share your personal details, including username, password or biometric data, with anyone else. For example, couriers must complete all parts of the delivery themselves—including any handling after it is picked up from the merchant until final delivery to the Uber Eats user—with no exception. The bank account that is linked to your account must also be in your name.
You must be 18 years or older to have a rider, Uber Eats user or JUMP user account. Account holders are not allowed to request a ride or delivery for someone under the age of 18 who will not be accompanied by an adult during the ride or when collecting the delivery. Account holders also can’t rent a bike or scooter to be used by someone under the age of 18. This section applies unless there is an express deviation in our guidelines, terms or other policies.
When driving using the Uber app, no one other than a requesting rider and the rider's guests are permitted in the vehicle. When delivering with the Uber Eats app using a car (if permitted in your area), there should not be any riders in the car at the same time as the order to be delivered.
When riding with Uber, each person on the trip is responsible for their own actions and omissions, however the account holder is ultimately responsible for the behaviour of all their guests. If you request a ride or a delivery or rent a bike, moped or scooter for another adult (if permitted in your area), you’re held responsible for their behaviour (and the behaviour of any child accompanying that adult) during their trip or delivery.
For an easy pickup or delivery, the Uber apps give riders and Uber Eats users identifying information about drivers and couriers and their vehicles, including but not limited to their licence plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among riders and Uber Eats users and can diminish their experience using the Uber apps.
Drivers and couriers must take trips and deliveries using only approved vehicles - this can be imperative to ensuring that drivers, couriers, and Uber are compliant with applicable laws and regulations. Drivers and couriers must ensure that Uber always has accurate information about their vehicle.
Seat belt use can be the most effective way to save lives and reduce injuries related to car crashes. Every courier using a vehicle, driver, and rider—including those in the back seat—should always buckle up. Riders should always request a car that has enough seats for everyone in their party. Drivers and riders should not take trips where the number of passengers exceeds the number of seat belts in the car, and must comply with all applicable seat belt laws. Drivers should decline a ride if there are not enough seats with seat belts for every passenger in their car.
Helmets for bikes, mopeds and scooters
For your safety, when riding a bike, moped, or scooter, find a helmet that fits well. Helmets can help protect you when worn according to the manufacturer’s instructions, such as sitting low on your forehead and fitting snugly under your chin. Helmets must be worn where required by applicable law.
Use of cameras or other video or audio recording devices
Anyone using the Uber apps may choose to record all or part of a trip or delivery to the extent permitted by applicable laws, including to document an issue that they may wish to report to Uber or a relevant authority. Applicable laws or regulations may require any individual using recording equipment to notify and/or obtain consent of anyone being recorded. Please check applicable laws and regulations to determine if these apply.
Broadcasting a person’s image, audio, or video recording is not allowed.
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road, being well rested, and watching for situations that may require quick action. We review reports of potentially unsafe driving behaviour.
Proper maintenance and upkeep
Drivers and couriers are expected to maintain their vehicles, including its brakes, seat belts and tyres, in good operating condition. This means maintaining your vehicle according to industry safety and maintenance standards and complying with all relevant laws and regulations.
Share the road
Safe roads means practising safe behaviour, which includes looking out for all travellers, regardless of how they get around.
Additional guidelines for Uber Eats
In addition to following all of Uber’s Community Guidelines, the standards below apply to Uber Eats orders and deliveries.
Proper handling of orders
Merchants are expected to meet all relevant registration and licensing requirements and all other food laws and regulations—including in respect of safety and hygiene —industry best practices and Uber policies. Merchants must maintain valid merchant registrations, licences and/or permits.
Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup. It is important to maintain good hygiene practices throughout order preparation.
To help ensure that food reaches customers safely, merchants are encouraged to seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided by customers related to food allergies, intolerances, or other dietary restrictions and reject order requests with which they cannot comply. Merchant partners should provide allergen information and clearly label ordered items with the specific food allergens.
Proper delivery of orders
Merchants may communicate to couriers on pick-up certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate customer dietary restrictions. For example, merchants may notify a courier to keep halal and non-halal food separate. Couriers should always follow such guidelines from merchants.
Couriers must use an insulated bag in order to provide a safe and hygienic service. Couriers are under no obligation to use Uber Eats branded items. Deliveries by bicycle may benefit from a more specialised bag to protect food from movement and weather conditions.
Couriers should deliver orders safely and in accordance with relevant safety guidance and standards and any delivery guidelines provided by merchants. Don’t tamper with or open packaging during delivery. This can lead to foreign matter in food, which may pose a significant food safety risk for customers. Please maintain good personal hygiene to help ensure the safety of food.
Provide a safe space for pickups
Merchants should provide a safe area for order pickups that makes couriers feel welcome. That’s why merchants and their staff are expected to exercise good judgement and behaviour towards couriers, just as they would with their in-store customers. For example, merchants should work to prevent incidents on the merchant premises that might endanger couriers’ safety.
All orders that contain alcohol must comply with any applicable laws and restrictions on off-premise alcohol delivery and hours of service. Only Uber Eats users who are the legal age to buy alcohol, and not intoxicated, can order and receive alcohol deliveries where available. Uber Eats users will be asked to show government-issued photo ID to verify age and identity when an alcohol delivery arrives and provide their signature. If you do not have a valid government-issued photo ID, or appear intoxicated, the alcohol portion of your order will not be delivered to you and may be returned to the seller on your behalf and at your expense. Uber Eats users may not place an order that includes alcohol to be delivered to a public location where open containers are prohibited, or to any other areas where possession or consumption of alcohol is prohibited by law.
It is prohibited by law to deliver alcohol to Uber Eats users under the local legal drinking age or who are intoxicated. Couriers are responsible for following local requirements for alcohol delivery, which often include asking Uber Eats users to show their ID to verify age and identification and refusing delivery if an Uber Eats users is underage or appears intoxicated. Couriers are required to return alcohol that is undeliverable to the merchants. Merchants may be asked to accept returns of alcohol items that are undeliverable for any reason.
Creating a positive experience for couriers and Uber Eats users
It’s important for merchants to treat couriers and Uber Eats users with respect. Merchants should fulfill the correct items in their Uber Eats user’s order. When an Uber Eats user receives missing or wrong items, it can lead to a poor experience. Merchants should be careful to include the correct items in a customer’s order and will be responsible for the costs of any refunds to Uber Eats users in respect of missing or wrong items. Long preparation times, long courier handoff times (the amount of time it takes for the courier to get in and out of the merchant’s premises with the order, including wait time), low online time (a merchant’s online availability time), high order acceptance time, and high cancellation rates also create a negative experience for Uber Eats users and couriers. If these metrics, or others, are significantly worse than average for a merchant’s city they may negatively impact other parties’ experiences with the Uber Eats app, so a merchant’s metrics should be at least average for its city. Merchants can monitor their own metrics anytime by signing into their Restaurant Manager portal, and may reach out to our team with any questions or concerns.
Illicit items, according to applicable laws and regulations, are not allowed to be offered on a merchant’s Uber Eats menu. Uber may remove from—or otherwise limit your ability to post to—a merchant’s Uber Eats menu any items Uber deems prohibited or inappropriate.
Follow the law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Uber apps to commit or attempt to commit any crime—such as transporting drugs, money laundering, commiting drug or human trafficking, breaching modern slavery laws, or sexually exploiting children—or to violate any other law or regulation is strictly prohibited.
Drivers and riders should comply with applicable laws when travelling with infants and small children. When riding with children, it’s the rider’s responsibility to provide and fit a suitable car seat unless the law says otherwise.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws and regulations at all times when using the Uber apps. This includes airport rules and regulations and the rules of the road, such as speed and traffic laws.
All relevant licences, permits and any other legal documents required of drivers, couriers and any other user of the Uber apps, must be obtained and kept up to date. Anyone using a vehicle is required by law to maintain a valid driver’s licence and insurance. Drivers must also meet the applicable regulatory requirements in your area. We review reports of collisions or traffic offences that may have happened during a trip or delivery, and other reports that may indicate poor, unsafe, or distracted driving while using the Uber apps. Local rules about parking may limit where you can park your vehicle when picking up orders, making deliveries, waiting for riders to arrive, or dropping off a bike, moped or scooter rented through the Uber apps. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
For riders and Uber Eats users, let your driver or courier handle the driving. For example, don’t touch the steering wheel, and don’t tamper with the gear stick or other knobs, buttons, or components that are used to operate a vehicle, or message your courier asking them to speed up. Don't ask a driver or courier to speed or to make illegal stops, drop offs, or maneuvers.
When riding or parking a bike, moped or scooter rented through the Uber apps, be mindful of local laws and regulations; you can check your government or local authority website for applicable rules. 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 must provide rides to anyone with a service animal where legally required to do so, even if a driver has religious objections or a fear of animals. Knowingly refusing a rider a trip because of their service animal will result in losing access to the Uber apps unless legally permitted.
If you’re a driver or courier, by law, you cannot drive or bike while intoxicated. The law prohibits driving or biking while under the influence of alcohol beyond the legal limits, drugs, or any other substance that impairs your ability to safely operate a vehicle. Riders should not take open containers of alcohol, or be under the influence of drugs, on a trip. 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 car and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to Uber.
Never ride a bike, moped or scooter while under the influence of alcohol beyond the applicable legal limits, drugs, or any other substance that impairs your ability to safely operate a bike, moped or scooter.
Riders and their guests, as well as drivers, couriers and JUMP users, are prohibited from carrying firearms of any kind while using the Uber apps, to the extent permitted by applicable law. You can learn more about our firearms prohibition policy here.
Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity (or allowing someone else to assume your 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 Uber accounts, disputing charges or fees, and requesting credits. Only request fees, charges 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 or delivery for fraudulent purposes or otherwise; confirming trip, order, or delivery requests without the intention to complete, including provoking riders or Uber Eats users to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, confirming availability for, or completing fraudulent or falsified trips or deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order; actions intended to disrupt or manipulate the normal functioning of the Uber apps, including manipulating the settings on a phone to prevent the proper functioning of the app and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing fees or charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
Drivers and couriers should never solicit or accept payment outside the Uber system, unless a rider or Uber Eats user is utilising an option to provide payment by cash facilitated by Uber.
Never harm the business or brand by doing things like using Uber‘s trademark or intellectual property without permission. Drivers and couriers should only use Uber branded items that are obtained from or condoned by Uber. The use of unauthorised or third-party items—such as lights, placards, signs or similar items bearing Uber’s name or trademark—may confuse riders or Uber Eats users.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously 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 or delivery. Honest feedback helps ensure that everyone is accountable for their behaviour. 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 help.uber.com so that our support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your emergency services and local authorities before notifying Uber.
After every trip drivers and riders may be able to rate each other on a scale of one to five stars, as well as give feedback on how the trip went. And at the conclusion of every delivery, Uber Eats users, couriers, and merchants have the opportunity to rate their experience with a "thumbs up" or “thumbs down”. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers and couriers can see their current rating in the Feedback section of the app. Merchants can find their customer and courier rating by signing into Restaurant Manager. Where applicable, riders can see their rating displayed under their name by opening the app and touching the menu.
Where applicable, there is a minimum average rating in each city. These may vary between cities because there may be cultural differences in the way people in different cities rate each other. Drivers, riders, couriers, or merchants that don’t meet the minimum average rating for their city may lose access to the Uber app. If you lose access to your account as a result of your rating, we may share information that may help you improve your rating.
Where applicable, if you are a driver or a rider, your rating is an average rating based on your last 500 rated trips, or from the total number of rated trips if you haven’t had 500 rated trips yet. If you are a courier, your rating is based on the average of the last 100 ratings from Uber Eats users and merchants, or once you receive at least 10 ratings, the average of all ratings if Uber Eats users and merchants have not provided 100 ratings.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Uber apps. Drivers and couriers using the Uber apps typically provide excellent service and most riders and Uber Eats users are courteous and respectful, so most trips and deliveries run smoothly. But we know that sometimes a trip or delivery doesn’t go well—that’s why your rating is an average rating.
If you believe an error caused you to lose access to your account, you may contact the Uber support team. If you lose access to your Uber account, you may not be able to access any of the Uber apps.
If you’re a driver and you lose access to your Uber account for a low star rating, you may have the opportunity to get back on the road if you provide proof that you’ve successfully taken a quality improvement course offered by third party experts, available online or in person. Check with your local Uber team or help.uber.com to find out more.
Drivers and couriers are independent and Uber does not require anyone to log on or take work offered to them. If you’re a courier or driver and you don’t want to confirm availability for a delivery or trip requests, you can just log off. If you’re a merchant, use the "Pause New Orders" feature or make specific items unavailable. This helps keep the system running smoothly for everyone.
For couriers, drivers, and merchants, if you consistently decline consecutive trip or order requests in a row, our technology may assume you do not want to confirm availability for 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 at any time you wish to begin confirming availability for trips and orders again.
How Uber enforces our guidelines
Uber receives feedback through a variety of channels, reviews reports submitted to our support team that may violate our Community Guidelines, and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, 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. There may be times, whether due to privacy reasons or as required by regulators or the police, that we are not able to share any information with you about why you may be temporarily unable to access the Uber app(s). We will do what we can to ensure that you are made aware of why your access to the Uber app(s) has been restricted as well as resolving any investigation as quickly as possible.
Not following any one of our guidelines may result in the loss of access to your Uber accounts. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the Uber community, our employees, and contractors, or cause harm to Uber’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 Uber apps. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using the Uber apps can result in the immediate loss of access to the Uber apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Lastly, drivers and couriers wanting to use the Uber apps may undergo a screening process, including motor vehicle record check and background checks as applicable. A driver or courier may lose access to their Uber account(s) if any routine motor vehicle record or background checks uncover a violation of Uber’s Community Guidelines or other criteria required by local regulators.
To read more about our Community Guidelines, go here.
Last updated: November 14, 2019