Community Guidelines

HEVO COMMUNITY GUIDELINES

INTRODUCTION

Welcome to the HEVO community. These guidelines are designed to ensure that all community members—both drivers and riders—feel safe, respected, and comfortable while using the HEVO app.

Our guidelines are built on six core principles:

1. Safety on the Road
2. Security and Respect in the Vehicle
3. Honesty, Integrity, and Authenticity
4. Following the Law
5. Being Reliable
6. Your Feedback Matters

Some of these guidelines reflect HEVO's formal policies, while others help community members create and sustain a positive ridesharing culture. Failure to follow these guidelines may result in suspension or disqualification from the HEVO platform.

1. SAFETY ON THE ROAD

Safety is our top priority. Everyone should feel secure when getting into a vehicle or picking up a rider.

Seatbelt Usage

• All passengers and drivers must wear seatbelts at all times
• Drivers are ultimately responsible for ensuring everyone in the vehicle is properly secured

Safe Driving Practices

Drivers must:

• Follow all road laws and speed limits
• Drive sensibly and cautiously
• Use phones only in accordance with local laws

Dangerous driving behaviors include:

• Swerving
• Unsafe overtaking
• Speeding
• Illegal phone use
• Driving under the influence of drugs or alcohol

Distraction-Free Driving

• Drivers must keep their attention on the road
• Riders should avoid causing disruptions that could affect a driver's focus

Zero Tolerance for Substances

• Driving under the influence of drugs or alcohol is prohibited
• This behavior is dangerous, illegal, and breaches HEVO's policies

Vehicle Requirements

To meet HEVO's standards, vehicles must:

• Be in excellent working condition with no cosmetic damage
• Be within the approved age range for your state (e.g., no older than 10 years)
• Have 4 doors
• Seat 4 or more passengers plus the driver
• Have working windows, seatbelts, and air conditioning
• Not be a taxi, ex-taxi, government, branded, or rebuilt vehicle

Roadworthiness and Insurance

Drivers must have:

• A Certificate of Road Worthiness (or equivalent state inspection)
• Current vehicle registration
• All compulsory motor injury or third-party personal injury insurance required for paid passenger transport in the state or territory of operation
• Ridesharing compliance with state regulations
• Comprehensive motor vehicle insurance that covers the vehicle and driver for rideshare or paid passenger transport, arranged and maintained at the driver’s own expense. Evidence of cover must be provided before activation and on renewal.

Driver Fatigue Management

Driving fatigue is a serious safety concern:

• Being awake for 17 hours impairs driving similar to a 0.05 blood alcohol level
• Fatigue reduces alertness, slows reactions, and can cause microsleeps
• Tiredness affects all trips regardless of length or time of day
• Night driving, post-lunch, and early morning are high-risk times

Early warning signs of fatigue include:

• Yawning
• Loss of concentration
• Lane drifting
• Unintended speed changes
• Heavy eyelids

To avoid driving tired:

• Get 7-9 hours of sleep nightly
• Avoid driving between midnight and 6:00 am when possible
• Plan regular breaks (at least 15 minutes every 2 hours)
• Recognize fatigue warning signs
• Check if medications affect driving
• Limit driving to 8-10 hours per day
• Take rest breaks when needed

Accident Management

If involved in an accident:

1. Ensure your personal safety and check for injuries
2. Move vehicle to a safe location if possible
3. Check if anyone is injured and provide assistance
4. Contact emergency services (000) and notify police if needed
5. Document the scene with photos and collect contact information
6. Report the incident to HEVO
7. Use the Emergency Button in the app if needed
8. In an emergency, call 000. Once it is safe to do so, report the incident to HEVO through the app or at support@hevo.com.au.

2. SECURITY AND RESPECT IN THE VEHICLE

Every community member deserves to feel secure and respected during trips.

Mutual Courtesy

• Be polite and respectful to one another
• Riders who prefer not to chat or need to work may sit in the back seat

Vehicle Care

Drivers should:

• Maintain a clean, well-cared-for vehicle inside and out

Riders should:

• Be careful when opening doors near hazards
• Remove luggage carefully
• Keep feet off the dashboard and seats
• Avoid making messes and remove any rubbish

Privacy Considerations

• Respect that not everyone wants to engage in conversation
• Avoid intrusive questions or personal topics that might make others uncomfortable
• Don't ask about a person's living situation or relationship status

Personal Space

• Do not touch other community members
• Respect physical boundaries at all times

Sexual Harassment Prevention

HEVO has zero tolerance for sexual harassment, which includes:

• Unwanted touching or physical contact
• Uninvited kisses or embraces
• Inappropriate jokes or comments
• Staring at someone's body
• Sexually explicit conversation
• Persistent questions about someone's private life

Post-Trip Contact

• Do not contact riders or drivers after a trip ends
• Exceptions include lost items, where both parties consent to communication

Emergency Situations

• If you witness something that makes you feel unsafe, ensure you're in a safe location
• Contact emergency services (000) using the Emergency Button in the app
• Drivers should safely pull over as soon as possible

Prohibited Items

• Weapons of any kind are not permitted in vehicles

Community Screening

HEVO maintains community safety through:

• Initial driver vetting during sign-up
• Continuous screening through ratings, reports, and complaints
• Education, suspension, or deactivation for those who violate guidelines

3. HONESTY, INTEGRITY, AND AUTHENTICITY

Trust is essential to our community. All members should:

Vehicle Registration

• Drivers must only use vehicles registered to their account
• When using multiple registered vehicles, update the active vehicle in the app

Account Information

• Maintain accurate and up-to-date personal details
• Do not share accounts with others (account sharing is fraud)
• Driver photos must clearly match the person driving
• Drivers must have legal work authorization in Australia

Communication Privacy

• Phone numbers are anonymized for safety when riders and drivers contact each other
• Direct communication outside the app requires mutual consent

Vehicle Identification

Before entering a vehicle, riders should:

• Verify the license plate, car model, and color match the app details
• Ask "Who are you here to pick up?" for additional confirmation

Payment Practices

• Drivers should never request cash payments
• This includes payments for trips or returning lost items

Lost Items

Riders who lose items should:

• Notify HEVO via the helpdesk (https://support.hevo.com.au/)
• Contact the driver through the app
• If unsuccessful, contact local police

Drivers who find lost items should:

• Notify HEVO
• Arrange return through HEVO's system
• If unable to return items, take them to the nearest police station

4. FOLLOWING THE LAW

All community members must comply with applicable laws while using the platform.

Non-Discrimination

Discrimination against riders or drivers based on protected characteristics is prohibited:

• Race
• Religion
• Sex
• Disability
• Gender identity
• Sexual orientation
• Marital status
• Pregnancy
• Country of origin
• Age
• Any other legally protected characteristic

Child Passengers

• Only adults can have HEVO accounts
• Children using an account must be accompanied by a parent/guardian
• Riders must provide appropriate car seats for small children as required by law
• Drivers may refuse passengers who don't meet legal child safety requirements

Service Animals

• Service animals must be accommodated in most states
• Drivers are expected to allow riders to bring service animals

Property Respect

• Community members must take care not to damage others' property
• This includes the vehicle and personal belongings

Substance Regulations

• Comply with laws regarding drug and alcohol possession and use
• No open containers of alcohol or illegal substances in vehicles

Weapons Ban

• Firearms and other weapons are prohibited in vehicles

Anti-Fraud Measures

• Fraudulent behavior (trip manipulation, false claims, fake trips) may result in account deactivation

Street Hails

• Drivers should not provide rides to people who hail them on the street without using the app

5. BEING RELIABLE

Reliability is fundamental to a positive ridesharing experience.

Cancellations

• Avoid cancellations whenever possible
• Late cancellations are particularly disruptive
• Riders may incur cancellation fees according to HEVO's Cancellation Policy
• Drivers with low completion rates risk suspension or disqualification

Acceptance Rate

• While drivers have discretion to reject trips, persistently low acceptance rates harm the community
• Extremely low acceptance rates may lead to suspension or disqualification

6. YOUR FEEDBACK MATTERS

Feedback helps us continuously improve our service.

Constructive Feedback

• Submit accurate and constructive feedback after trips
• Tell us about both positive and negative experiences

Complaint Handling

• All complaints are investigated thoroughly
• Trust, respect, and safety are our core values

Honest Reporting

• False complaints have serious consequences for those accused
• Be truthful when providing feedback

Evidence Submission

• When making serious complaints, provide supporting documentation if possible
• Photos, videos, or recordings help substantiate claims

Investigation Process

• Serious allegations trigger full investigations
• Accounts may be temporarily suspended during investigations
• You will be notified of investigation outcomes

Law Enforcement Cooperation

• HEVO assists law enforcement with all investigation requests
• This cooperation helps maintain community safety

Last updated: 20 October 2026

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