Mutual respect is the foundation of a safe platform

Bolt is a shared space – let’s look out for one another! Treat others as you would in any professional service interaction. Respecting others’ sensitivities goes a long way and helps keep the ride comfortable and safe for everyone.

Communication

You should communicate politely and respectfully with each other and keep language clear, calm and respectful. Air conditioning, music, or volume changes, and other on-trip preferences are best agreed upon by both driver and rider. People have different sensitivities and some may find swearing offensive. Users should avoid using offensive language, shouting, or making discriminatory remarks.

Patience

Be patient with each other. Delays or misunderstandings can happen, but these should always be addressed calmly and respectfully. Drivers should use the app’s wait-time and passenger contact features if waiting for a rider at pickup. Riders should be ready at pickup and make updates in the app if the pickup point changes.

Personal Space

Respect each other's personal space. You should avoid physical contact or any behaviour that could be perceived as unwanted or inappropriate. Drivers and riders should maintain an appropriate distance from one another. Riders should sit in the backseat unless otherwise needed and agreed upon.

The Ride Experience

Drivers can create positive experiences by maintaining a tidy environment and avoiding strong scents.

Riders should also treat drivers with the same level of respect they would expect in any service interaction. This means treating vehicles with care and avoiding leaving behind messes or damage. Making a vehicle dirty may result in a cleaning fee being charged. Riders that damage or vandalise vehicles may lose access to the platform and potentially face legal action.

Property Damage and Littering

Causing property damage, vandalism, or leaving extreme messes in the vehicle may result in additional charges and potential removal of access to the platform. This includes all mess or stains from food, boldly fluid, or other substances, and physical damage to seats, windows, or upholstery. Riders may be charged for cleaning. Drivers should document issues via the app and follow claims steps.

Rowdy behaviour

Any behaviour that disrupts the trip or distracts the driver should be avoided. This includes loud music, excessive talking or arguing, disorderly guest riders, and the consumption of food and drink. Drivers may set reasonable rules around eating and drinking and noise levels. Drivers may end a trip if they believe that the rowdy behaviour presents a safety risk. Riders should always ask before consuming anything in the car or playing music, and keep noise volume to a reasonable level.

What happens if someone breaks the rules?

We take community safety seriously. Anyone who is in breach of our Platform Terms may lose access to the Bolt platform. Some actions might violate local laws, while others might simply damage the experience for other users. Bolt may choose to suspend or remove a user from the platform even if their behaviour does not reach the threshold of criminality.

If you experience or witness behaviour that violates these guidelines, you can report it in the Bolt app. Our team reviews all reports and may take actions if needed.