Safety & Trust Policy

Last updated: 13 January, 2026

At Sivido, the safety of our community is our highest priority. This policy outlines the professional standards required for every trip and the protocols in place to protect both drivers and vehicle owners.

1. ZERO TOLERANCE POLICY

We maintain a strict Zero Tolerance stance regarding the use of drugs or alcohol.

This is a non-negotiable standard to ensure the physical safety of our users and the public.

The Rule:

Drivers are strictly prohibited from consuming, possessing, or being under the influence of alcohol, illegal drugs, or impairing prescription medication while on duty or immediately prior to accepting a ride.

Reporting:

If a user suspects a driver is under the influence, they are encouraged to end the trip immediately (if safe to do so) and report the incident via the app.

Consequences:

Any confirmed violation, or a credible report pending investigation, will result in the immediate and permanent ban of the driver’s account. We fully cooperate with local law enforcement regarding such incidents.

2. ACCIDENT PROTOCOL

In the unfortunate event of a collision or vehicle damage during a trip, both parties must follow these steps to ensure safety and proper documentation.

For the Driver

  1. Ensure Safety: Pull over to a safe location, turn on hazard lights, and check for injuries. Call emergency services if needed.
  2. Document the Scene: Take clear photos of both vehicles, the surrounding area, and any property damage.
  3. Exchange Information: Collect the contact information of any third parties involved. Do not admit fault at the scene.
  4. Report to Admin: Use the “Emergency / Accident” button in the app to notify the Sivido admin team within 30 minutes of the incident.

For the User

  1. Verify Safety: Confirm that you and the driver are uninjured.
  2. In-App Reporting: Submit an accident report through your trip history, including a brief description of the event.
  3. Insurance Coordination: Sivido will facilitate communication between the driver and the vehicle owner’s insurance provider to determine liability and coverage based on trip logs.

3. THE 5-STAR RATING SYSTEM

Our rating system is more than feedback—it is a quality control mechanism to ensure only professional and reliable drivers remain on the platform.

Rating RangeStatusImpact on Driver
4.8 – 5.0EliteHigh visibility; priority for premium ride requests forwarded by Admin
4.5 – 4.7StandardRegular access to ride requests; eligible for standard bookings
4.0 – 4.4WarningAccount placed under review; Admin may require a Refresher Safety Training
Below 4.0SuspendedImmediate loss of platform access; account may be permanently deactivated

  • Transparency: Drivers can view their aggregate rating but cannot see which user submitted a specific rating, protecting user privacy.

  • Fairness: Retaliatory or unfair ratings (e.g., a low rating due to refusal of an illegal request) are investigated and removed from the driver’s average if validated.