Zylo Technologies (Pty) Ltd (Zylo, we, us or our) is committed to a community where riders and drivers can use the platform safely, respectfully and with confidence.
These Guidelines apply whenever you use Zylo, interact with another member of the Zylo community, communicate through the platform or take part in a trip arranged through Zylo. They should be read together with our Terms & Conditions, Driver Terms and Privacy Policy.
1. Purpose of these Guidelines
Zylo connects people who need a ride with drivers who provide transportation services. Every person using the platform contributes to the safety and quality of that experience.
These Guidelines explain the conduct expected on the platform and the types of behaviour that can lead to warnings, restrictions, suspension or loss of access to Zylo.
2. Treat people with respect
Riders and drivers must treat one another, Zylo staff and members of the public with dignity and respect.
We do not allow:
- harassment, intimidation, bullying or threatening behaviour;
- violence, threats of violence or deliberate property damage;
- discrimination based on protected personal characteristics;
- sexual harassment, unwanted sexual conduct or inappropriate contact;
- abusive, degrading, hateful or deliberately offensive language;
- retaliation against someone who raises a genuine safety or conduct concern; or
- conduct intended to frighten, pressure or humiliate another person.
A disagreement about a fare, route, pickup, cancellation or rating does not justify abusive or threatening conduct.
3. Safety comes first
Everyone using Zylo must act in a way that protects their own safety and the safety of others.
Unsafe behaviour includes:
- driving dangerously, recklessly or while distracted;
- driving under the influence of alcohol, drugs or any substance that impairs safe driving;
- encouraging a driver to break traffic laws or drive unsafely;
- carrying more passengers than the vehicle can safely accommodate;
- bringing unlawful, hazardous or dangerous items into a vehicle;
- interfering with a driver while the vehicle is moving; and
- misusing emergency, safety or incident-reporting features.
Immediate danger: If there is an immediate threat to life or safety, contact the appropriate emergency services first and use Zylo's safety and support tools when it is safe to do so.
Riders and drivers should use the safety features available in Zylo, including Ride PIN, trusted contacts, live trip sharing, Safety Zones and trip audio recording, where relevant to the situation.
4. Rider responsibilities
Riders are expected to:
- provide accurate pickup and destination information;
- be ready for pickup within the applicable waiting period;
- confirm the driver and vehicle details shown in the Zylo app before entering;
- use the Ride PIN correctly when the feature is enabled;
- wear a seatbelt and follow reasonable safety instructions;
- respect the driver's vehicle and avoid causing damage or excessive mess;
- avoid distracting or pressuring the driver while the vehicle is moving;
- pay the correct fare using the payment method confirmed for the trip; and
- use ratings and reports honestly and in good faith.
Riders must not ask a driver to transport an unlawful item, exceed the lawful or safe capacity of the vehicle, perform an unsafe manoeuvre or take part in conduct that breaches these Guidelines.
5. Driver responsibilities
Drivers are expected to:
- drive safely and comply with applicable road and transport laws;
- use only the verified driver account and approved vehicle linked to that account;
- keep required licences, permits and vehicle documents current;
- maintain the vehicle in a safe, clean and roadworthy condition;
- confirm the correct Ride PIN before starting a PIN-protected trip;
- transport riders to the confirmed destination safely and professionally;
- respect rider privacy and use rider information only for legitimate trip purposes;
- complete trips, payments and cancellations accurately; and
- cooperate with legitimate safety, fraud and support investigations.
Drivers must not allow another person to use their account, substitute an unapproved vehicle, pressure a rider to cancel a trip, demand an unauthorised payment or deliberately manipulate the trip record.
6. Fraud, manipulation and misuse
Zylo does not allow dishonest activity or manipulation of the platform. This applies to both riders and drivers.
Prohibited conduct includes:
- creating fake, duplicate or misleading accounts;
- account sharing or impersonating another person;
- fake trips, collusive trips or trips created only to generate incentives;
- GPS, route, distance, waiting-time or fare manipulation;
- misuse of promotions, referral offers, credits or payment methods;
- false complaints, fabricated evidence or intentionally misleading reports;
- attempting to avoid valid Zylo fees through dishonest conduct; and
- using Zylo for unlawful activity.
Zylo can review trip, account, payment, device, location and support information where reasonably necessary to investigate suspected fraud, abuse or safety incidents, in accordance with our Privacy Policy.
7. Privacy and personal information
Information obtained through a Zylo trip must be used only for a legitimate purpose connected with that trip or a genuine support or safety issue.
Riders and drivers must not misuse another person's name, phone number, address, trip details, images, recordings or other personal information. This includes publishing, threatening to publish, selling or sharing personal information without a lawful basis.
Zylo's handling of personal information is explained in our Privacy Policy.
8. Reporting a concern
Riders and drivers should report serious safety, conduct, discrimination, fraud or account concerns through Zylo Support as soon as reasonably possible. Reports should be accurate and made in good faith.
Information such as the relevant trip, date, approximate time, messages, photographs or other supporting details can help us understand what happened. Do not put yourself or another person at risk to obtain evidence.
9. How Zylo responds to breaches
When Zylo receives a report or identifies conduct that may breach these Guidelines, we can review the available information and take action that is proportionate to the nature, seriousness and frequency of the conduct.
Action can include:
- education, guidance or a warning;
- temporary feature or account restrictions;
- requiring updated verification or documentation;
- withholding or reviewing incentives affected by suspected abuse;
- temporary suspension while a serious matter is reviewed;
- permanent loss of access to Zylo for serious or repeated breaches; and
- cooperation with lawful requests from authorities where required.
Serious safety threats, violence, fraud, unlawful activity or deliberate identity/account misuse can result in immediate restriction or suspension while the matter is assessed.
Where appropriate, affected users can provide information relevant to an account or conduct review through Zylo Support.
10. Contact Zylo
For questions about these Community Guidelines, or to report conduct on the platform, use the Zylo Help Centre and support channels.
These Guidelines form part of the standards that support safe and fair use of the Zylo platform. Contractual rights and obligations are set out in the applicable Zylo Terms & Conditions and Driver Terms.