Putting Fairness in the Driver’s Seat

With millions of people relying on Uber to earn—whether for a short term goal or a regular living—we know that losing access to the app, even temporarily, can be stressful. That’s why we’re always working to make our deactivation processes clearer, more consistent, and fair for every driver and courier.

The principles that guide us

Our goal is that every decision we make is fair, accurate, and transparent, while protecting the trust and safety of everyone who uses Uber.

Fairness and safety aren’t opposites; they go hand in hand. Drivers, couriers, riders, and merchants all deserve to know that we’re making the right call for the right reasons. To uphold that standard, we developed clear deactivation principles that guide every action we take.

Why deactivations happen 

A deactivation means a driver or courier permanently loses access to the Uber platform—a decision we don't take lightly. Most account access issues, however, are temporary and often related to steps drivers can take themselves, such as updating expired documents, renewing lapsed insurance, or completing required background checks.

Deactivations are rare and occur when needed to keep the platform safe and functioning properly. When they do happen, our approach is to treat drivers and couriers fairly, communicate clearly, and provide notice and an opportunity to request a review. We’ll also give drivers and couriers a heads up, whenever possible about reports that could affect their access to the app.

More visibility—and a chance to respond

Based on feedback from drivers and couriers, we’ve made it easier to understand when an account may be at risk and what to expect next. If we receive reports about certain types of behavior that may violate our Community Guidelines, we aim to provide drivers and couriers, whenever possible, a timely heads-up with key details and an opportunity to share their perspective.

Drivers can now view reports in their app, review the information, and respond in real time so their side of the story is part of the process. Before any deactivation, we carefully review eligible reports alongside the details provided and work to identify and filter out fraudulent or false claims. 

Standing up for fairness

We know that unfair complaints can happen, and we’re taking steps to keep them from affecting drivers’ accounts.

• Low ratings caused by things outside of a driver’s control don’t count against them. 
• Our systems help identify and remove consumer reports made solely for the purpose of getting a refund. 
• If a report can be proven false with Record My Ride or other supporting information, we’ll take action, which may include removing a rider from the platform.
• If a driver wants to challenge a possible false impairment claim, we’ll cover the cost of a third-party drug test.
• When appropriate, we limit access only to certain types of trips rather than the full platform. For example, an alcohol delivery issue may restrict alcohol deliveries but still allow food or rideshare trips. Serious safety violations may still lead to losing access altogether.

Path to appeal

If a driver or courier loses access to the platform, or certain types of earning opportunities, they can request an additional review of the decision through the Review Center.

The Review Center walks them through what happened, why their account was deactivated or why they lost access to certain earning opportunities, and what options are available next. It also explains how to submit relevant information for consideration. Every appeal is evaluated by a real person—never by automated systems alone.

When an account is deactivated, drivers receive an in-app message that includes:

• The reason for the deactivation
• Prior contact with Uber’s support team, when available
• An overview of the review process
• A Request Review button
• The ability to upload supporting materials, such as video, photos, or other documentation

Our work is never done

We’ll continue improving how we communicate with drivers and couriers, expanding report notifications and the Review Center, and reducing review times—so drivers have clearer information when it matters most.

Our goal is simple: to make every decision fair, respectful and as transparent as possible. Because fairness should always be in the driver’s seat.