Last modified: 04/03/2023
Uber Community Guidelines
PORTUGAL
Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply exclusively to riders (“Riders”), Uber Eats users (“Uber Eats Users”) and Uber Eats merchants (“Merchants”) who use Uber’s platform (“Uber Marketplace Platform”), . It also includes interactions they may have with Uber employees and contractors, including at Greenlight Hubs, through online support systems, or over the phone.** And, in some instances, our guidelines apply to conduct outside the Uber Marketplace Platform that we become aware of, including but not limited to information from other platforms, when such conduct may threaten the safety of the Uber Marketplace 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 community engagement on the Uber Marketplace Platform, as well as the behaviours or circumstances that may cause you to lose access to the Uber Marketplace Platform. There will always be unforeseen events that may ultimately lead to your losing access to the Uber Marketplace Platform and services, but the following guidelines—which we’ll update regularly—provide the basis for behavior we expect from you in the Uber community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Uber and may result in the loss of access to part or all of the Uber Marketplace Platform.
Please take a moment to read them.
Guidelines for all of us
Riders, Uber Eats Users and Merchants who sign up for an Uber account are 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 these general Uber Community Guidelines, Merchants can also find more standards just for Uber Eats under "Additional guidelines for Uber Eats merchants" below.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect Riders, Uber Eats Users and Merchants who use the Uber Marketplace Platform to do their part and adhere to relevant laws and regulations, as well as airport rules and regulations, where applicable.
Your feedback matters
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 Uber Support team. Our team is continuously improving our standards and policies, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.
Treat everyone with respect
Treat everyone in the Uber community as you would like to be treated yourself: with respect. The actions you take while using the Uber Marketplace Platform 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 toward other people when using the Uber Marketplace Platform and interacting with others in the Uber community—just as you would in any public place.
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 rubbish home or cleaning up a spilt drink—you’ll help ensure that everyone has a pleasant ride. Most importantly, remember that when you interact with others in the Uber community, you may meet people who may look different from you or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when interfacing with others in the Uber community. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behaviour, post-trip contact, discrimination, and property damage.
Physical contact
Don’t touch strangers or anyone you just met while using the Uber Marketplace Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, Uber Eats Users picking up an order at a Merchant’s restaurant or store who may need help getting into and out of Merchant’s facility) or when limited physical contact is unavoidable. Hurting or intending to hurt anyone is never allowed.
Sexual assault and misconduct
We all value our personal space and privacy. It’s okay to chat with other people. But please don’t comment on 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 that must be avoided, but is not exhaustive.
- Asking personal questions (for example, about relationship status or sexual orientation).
- Commenting on appearance (for example, derogatory or “complimentary” comments).
- Making explicit comments or gestures (for example, slurs, or graphic or suggestive messages).
- Flirting (for example, nonverbal, suggestive flirting, or being too physically close).
- Displaying indecent material (for example, sexually suggestive objects or pictures).
- Uber has a no-sex rule regardless of whether you know the person or they give you their consent.
Threatening and rude behaviour
Aggressive, confrontational, or harassing behaviour is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. For example, don’t share graphic images (such as those that are sexually explicit or depict physical violence) with others in the Uber community; this includes unsolicited sharing of such images through Uber’s online support systems or in connection with an Uber Marketplace Platform experience. It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Post-trip contact
Contact should end when the trip or delivery is complete, unless it’s to recover a lost item. Unwanted contact can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit the driver after a trip or delivery has been completed. Do not share any unnecessary contact information.
Discrimination
You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour, including toward the Uber Support team. 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.
Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of persons. In such jurisdictions, services as required or allowed by these laws and the relevant applicable terms are permissible under these guidelines.
For example, it is unacceptable to rate another person—whether drivers, delivery people, merchants or restaurants—based on these traits.
You can learn more about Uber’s Non-Discrimination policy here.
We also want to help increase the transport options and service options for people with disabilities. That’s why we have information available on this topic. You can go here to learn more about Uber’s commitment to accessibility.
Property damage
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Uber Marketplace Platform, breaking or vandalising a tablet, 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.
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 holder age and more.
People under the age of 18
You must be 18 years or older to have an Uber account. That means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a ride or delivery for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride or when collecting the delivery. When ordering food, children are also not allowed to use an adult’s Uber Eats account by themselves. These age limitations apply unless our local guidelines, terms or other policies say otherwise.
Extra passengers and non-account riders
When riding with Uber, 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. The account holder is responsible for the behavior of their entire party. If you request a ride or a delivery for another adult, you’re held responsible for their behavior during their trip or delivery.
Vehicle information
For an easy pickup or delivery, the Uber Marketplace Platform gives Riders and Uber Eats Users identifying information about drivers and delivery people and their vehicles, including their licence plate number, vehicle make and model, profile picture, and name.
Seat belts
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every 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 and not travel in large groups that exceed the number of seat belts in the vehicle. A ride can be declined to you if there are not enough seat belts in the vehicle for every passenger.
Use of dashcams that record video and/or audio
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Uber, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note that drivers may submit recordings to Uber at their discretion. Uber will review submitted footage and take all action consistent with the Community Guidelines and platform terms of use, if necessary
Sharing or streaming another person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team.
Public emergencies
Uber 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 Uber receives notice from a public health authority that someone using the Uber Marketplace 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 Uber Marketplace Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Uber Marketplace 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 Uber Marketplace Platform might present a danger.
Additional guidelines for Uber Eats Merchants
In addition to following all of Uber’s Community Guidelines, Uber Eats Merchants must follow the standards below that apply to Uber Eats orders and deliveries.
Proper handling of orders
Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations—including food safety, alcohol delivery and hygiene regulations—plus industry best practices and Uber policies. Merchants must maintain valid merchant licences and/or permits where required by law.
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.
To help ensure that food reaches Uber Eats Users safely, Merchants are encouraged to seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided by Uber Eats Users related to food allergies, intolerances, or other dietary restrictions and reject order requests with which they cannot comply.
How Merchants can provide a safe space for pickups
Merchants and their staff are expected to exercise good judgment and behavior around delivery people and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for order pickups; for example, Merchants should work to prevent violent incidents on the Merchant premises that might endanger delivery people’s safety.
Alcohol delivery
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 or older, and not intoxicated, can order and receive alcohol deliveries, where available. Uber Eats Users will be asked to show government-issued photo IDs to verify age and identity when an alcohol delivery arrives. If the Uber Eats User does not have a valid government-issued photo ID, or appear intoxicated, the alcohol portion of the order will not be able to be delivered and may be returned to the seller on the Uber Eats User’s behalf and at the Uber Eats User’s 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.
Creating a positive experience for delivery people and Uber Eats Users
It’s important for Merchants to treat delivery people and Uber Eats Users with respect. Merchants should be careful to fulfill and include the correct items in their Uber Eats User’s order. When an Uber Eats User receives wrong items, it can lead to a poor experience.
Long preparation times, long delivery person handoff times (the amount of time it takes for the delivery person to get in and out of the Merchant’s location with the order, including wait time), low online time (a Merchant’s online availability time), long delays before order acceptance, and high cancellation rates also create a negative experience for Uber Eats Users and delivery people.
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 platform, so a Merchant’s metrics should be at least average for its city. If a Merchant’s metrics are below the minimum standard, we will let them know.
Prohibited items
Merchants may only offer for sale items expressly contemplated under their agreement with Uber. Specially regulated or 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 the merchant’s 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 Marketplace Platform to commit any crime—such as transporting drugs, money laundering, commiting drug or human trafficking, or sexually exploiting children—or to violate any other law or regulation is strictly prohibited.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport at all times when using the Uber Marketplace Platform.
For Riders and Uber Eats Users, let your driver or delivery person 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 and Uber Eats Users, don't ask a driver or delivery person to speed or to make illegal stops, dropoffs, or maneuvers.
Car seats
Riders should comply with applicable laws when travelling 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.
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.
Service animals and assistive devices
Riders are allowed to transport assistive devices and animals, whether pets or service animals, pursuant to the terms and limitations of the applicable law.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the Uber Marketplace Platform.
If a Rider is too drunk or rowdy, drivers have the right to decline the trip for their own safety.
Firearms ban
Riders and their guests are prohibited from carrying firearms while using the Uber Marketplace Platform, to the extent permitted by applicable law. You can learn more about our Firearms Prohibition Policy here.
Fraud
Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity. 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: creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges; intentionally requesting fraudulent or falsified trips or deliveries; actions intended to disrupt or manipulate the normal functioning of the Uber Marketplace Platform, including abusing promotions and/or not using them for their intended purpose; disputing fees or charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
Street hails and off-platform pickups
To enhance the safety of each experience, off-platform pickups are prohibited. The law prohibits street hails while using the Uber Marketplace Platform, so never solicit payment outside the Uber Marketplace Platform. Riders and Uber Eats Users should not pay for trips or deliveries in cash, and Riders should not request trips from drivers outside of the Uber Marketplace Platform.
Other unacceptable activities
Never use Uber‘s trademark or intellectual property without permission. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Uber’s name or trademark—may confuse 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. For Riders, you may rate your experience at the end of each trip 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 local authorities or emergency services before notifying Uber.
Ratings
Riders, delivery people, Uber Eats Users, and Merchants can give ratings, as well as give feedback on how the trip or delivery went. This feedback system helps create a respectful, safe, and transparent environment for everyone. Merchants can find their Uber Eats user and delivery person rating by signing into Uber Eats Manager.
Merchants that don’t meet the minimum average rating for their city may lose access to all or part of the Uber Marketplace Platform. If your rating is approaching this limit, we will let you know and may share information that may help you improve your rating.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people and interacting with others in the Uber community.
Offer acceptance
Merchants can use the Pause New Orders feature or make specific items unavailable. This helps keep the system running smoothly for everyone.
How Uber enforces our guidelines
Losing access to the Uber Marketplace 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 Uber Marketplace Platform. If you violate any terms of your contractual agreement with Uber, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Uber to you from time to time, you can lose access to all or part of the Uber Marketplace Platform. If you believe an error caused you to lose access to your account, you may contact the Uber Support team.
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, in certain situations, 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 Uber Marketplace Platform. This can include reported violations of our Community Guidelines and certain actions you may take outside of the Uber Marketplace Platform, including but not limited to information from other platforms, 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 Marketplace Platform. Any behaviour involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity while using the Uber Marketplace Platform can result in the immediate loss of access to the Uber Marketplace Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Many countries, cities, and airports regulate the provision of certain services, including ridesharing services, on the Uber Marketplace Platform.
To read more about our Community Guidelines, go here.
Riders and Uber Eats Users can access terms of use for Uber and Uber Eats here.