Community Guidelines
Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses the Bounce Platform. It also includes interactions you may have with Bounce employees and contractors, including at Bounce Offices, through online support systems, or over the phone.* And, in some instances, our guidelines apply to conduct outside the Bounce Platform that we become aware of, when such conduct may threaten the safety of the Bounce Platform.
Thank you for joining us in supporting and safeguarding a welcoming environment.
The guidelines below help explain some of the specific kinds of positive community engagement on the Bounce Platform, as well as the behaviors or circumstances that may cause you to lose access to it. There will always be unforeseen events that may ultimately lead to your losing access to using the Bounce Platform and services, but the following guidelines—which we’ll update regularly—provide the basis for behavior we expect from all in the Bounce community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Bounce and may result in the loss of access to part or all of the Bounce Platform. You can report potential violations of the Community Guidelines to Bounce and we will address any report in accordance with our policies.
Guidelines for all of us
Everyone is required to follow Bounce’s Community Guidelines, which reflect the 3 pillars: (1) treat everyone with respect; (2) help keep one another safe; and (3) follow the law.
Treat everyone with respect
The actions you take while using the Bounce Platform can have a big impact on the safety and comfort of others. Courtesy matters. For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear, or slam doors. And by tidying up after yourself—whether it’s taking your trash home or cleaning up a spilled drink—you’ll help ensure that everyone has a pleasant ride. You are expected to exercise good judgment and behave decently toward other people when using the Bounce Platform—just as you would in any public place.
We are committed to creating a safe and welcoming and inclusive space for everyone, regardless of background. Remember that when you interact with others in the Bounce community, you may meet people who may look different from you, think differently than you, or come from different backgrounds. Please respect those differences. Discrimination based on race or any other characteristic protected by law will not be tolerated on the Bounce Platform and can result in loss of access to the apps.
Physical contact
Don’t touch strangers or anyone you just met while using the Bounce Platform. Limited exceptions are permitted for people needing or requesting physical assistance. Hurting or intending to hurt anyone is never allowed.
Sexual assault and misconduct
We all value our personal space and privacy. It’s OK to chat with other people while remaining respectful. We understand that you may be sharing a ride with others. But please don’t comment on someone’s appearance or ask whether they are single. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behavior without explicit consent of the other person. Personal space and privacy should be respected.
Bounce has a no-sex rule regardless of whether you know the person or they give you their consent.
Threatening and/or rude behavior is prohibited
Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, discriminatory, threatening, or inappropriate.
Post-trip contact
Contact should end when the trip or delivery is complete, unless it’s to return a lost item. Unwanted contact (where there is not mutual consent) can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip or delivery has been completed.
Discrimination
You should always feel safe and welcome. That’s why we don’t tolerate racist or discriminatory conduct and behavior. Do not discriminate against someone or engage in a disparaging manner toward someone based on traits such as their race, ethnicity, skin color, age, disability, gender identity, marital status, pregnancy, national origin, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
The following list provides examples of discriminatory behavior but is not exhaustive.
Refusing to provide services based on characteristics like a person's race, ethnicity, skin color, age, disability, gender identity, marital status, national origin, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
Rating another user–whether drivers or riders–based on these traits.
Discriminating on the basis of a rider's destination. We understand how important it is to fit driving or delivering around your life, rather than the other way around. It is not a violation of these guidelines to decline a trip or delivery because it does not work for you. But intentionally refusing or canceling requests, or using features on the Bounce Platform to avoid receiving trip or delivery requests, solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located in that area, is not allowed.
Using discriminatory language, making discriminatory remarks, vilifying, or asking questions about sensitive topics regarding national origin, race, ethnicity, or any other trait previously mentioned. Making racist comments or using slurs is never allowed.
You can learn more about Bounce’s Non-Discrimination Policy here. We also have a policy about our commitment to accessibility to help increase the transport options and delivery options for people with disabilities here.
If you are subject to discrimination or witness discriminatory behavior, you can report the incident to Bounce by tapping Help in the apps or emailing support@ridebounce.com so that our Support team can follow up and take the appropriate action.
Property damage
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Bounce Platform, breaking or vandalizing a phone or tablet, intentionally spilling food or drink, smoking in a car, damaging a merchant’s premises, or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear. Intentional damage may result in account deactivation.
Help keep one another safe
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written. Everyone has a role to play in helping to create a safe environment.
Account sharing
Account sharing is not allowed.
People under the age of 18
You must be 18 years or older to have a Bounce account. Account holders can’t request a ride for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride. These age limitations apply unless our local guidelines, terms, or other policies say otherwise.
Extra riders and non-account riders
When driving with Bounce, no one other than the driver, the requesting rider, and the rider’s guests should be in the vehicle. These guidelines apply unless our local guidelines, terms, or other policies say otherwise. The account holder is responsible for the behavior of their entire party. If you request a ride for another adult, you’re held responsible for their behavior during their trip or delivery and your account can be deactivated for the actions they take.
Vehicle information
For an easy pickup, the Bounce Platform gives riders users identifying information about drivers and their vehicles, including their license plate number, vehicle make and model, profile picture, and name. Drivers must complete trips using only approved vehicles.
Seat belts
Every driver and every rider—including those in the back seat—should always buckle up. Riders should request a vehicle that has enough seat belts for everyone in their party. Drivers can decline a ride if there are not enough seat belts in their vehicle for every rider.
Recording video and/or audio
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Bounce, law enforcement, or insurance companies in the event that something goes wrong on a ride. Drivers and riders may choose to use their phones to record rides as well. Please note:
In some locations, local laws and regulations require that individuals provide consent to being recorded and/or be notified of recording in advance. Please check your local laws to understand your responsibilities.
Users may submit recordings to Bounce at their discretion. Bounce will review submitted footage and take all action consistent with the Community Guidelines and platform terms of use.
Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team.
Proper maintenance and upkeep
Pursuant to the terms of their agreements with Bounce and applicable regulations, drivers are expected to keep their vehicles maintained and in good operating condition. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the vehicle manufacturer.
Drive safely and carefully
Drivers are expected to maintain an environment that makes riders feel safe; even if driving practices don’t violate the law, reports of dangerous driving can lead to the loss of access to part or all of the Bounce Platform. Learn more about our Dangerous Driving Policy here.
Emergencies
In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Bounce.
We take threats of suicide and self-harm seriously and may reach out to authorities to request a wellness check if we receive notification that there is an imminent risk of self-harm.
For public emergencies, Bounce may take additional measures to try to preserve the safety of our platform, including but not limited to natural disasters, public health emergencies, and public crisis situations.
Follow the law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Bounce Platform to commit any crime—such as transporting drugs, money laundering, committing drug or human trafficking, or sexually exploiting children—or to violate any other law is strictly prohibited.
Follow all laws
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the Bounce Platform to do their part and to know and adhere to relevant laws and regulations, including traffic laws, as well as airport rules and regulations where applicable. All relevant licenses, permits, and any other legal documents required of drivers and delivery people must be kept up to date.
For riders, let your driver handle the driving. For riders, don’t ask a driver to speed or to make illegal stops, dropoffs, or maneuvers.
Car seats
Drivers and riders should comply with applicable laws when traveling with infants and small children. Where the use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children age 12 and under should travel in the back seat.
If a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.
Service animals and assistive devices
It is against the law to deny a ride to a rider with a service animal or assistive device (a wheelchair or crutches, for example) because of the service animal or the assistive device. In keeping with our policy (here for the US), riders are allowed to transport assistive devices and animals, whether pets or service animals, pursuant to the terms and limitations of the applicable law.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the Bounce Platform. If a rider is too drunk or rowdy, drivers have the right to decline the trip for their own safety.
If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the vehicle and call 911. Once you have left the vehicle, please also report your experience to Bounce. You can learn more about our Zero Tolerance Policy here.
Firearms ban
Riders and their guests, as well as drivers and delivery people, are prohibited from carrying firearms while using the Bounce Platform, to the extent permitted by applicable law. You can learn more about our Firearms Prohibition Policy here.
Fraud
Deception can weaken trust and can also be dangerous. Intentionally falsifying information or assuming someone else’s identity isn’t allowed. It is important to provide honest and accurate information when reporting incidents, creating and accessing your Bounce accounts, disputing or claiming charges or fees, and requesting credits.
Fraudulent activity may also include, but is not limited to: deliberately increasing the time or distance of a trip or delivery; logging the incorrect number of passengers, accepting trip requests without the intention to complete it, including provoking other users to cancel; creating dummy accounts or improper duplicate accounts; intentionally requesting or accepting fraudulent or falsified trips; actions intended to disrupt or manipulate the normal functioning of the Bounce Platform, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system; abusing promotions and/or not using them for their intended purpose; or disputing charges for fraudulent or illegitimate reasons.
Street hails and off-platform pickups
To enhance the safety of each experience, off-platform pickups are prohibited. Local laws usually prohibit street hails while using the Bounce Platform, so never solicit or accept payment outside the Bounce Platform. Riders should not pay for trips or deliveries in cash, and riders should not request trips from drivers outside of the Bounce Platform.
Intellectual property guidelines
Never use Bounce’s trademark or intellectual property without permission. Drivers should also return Bounce-branded items to Bounce if they lose access to the platform. The use of unauthorized or third-party items—such as lights, placards, signs, or similar items bearing Bounce’s name or trademark—may confuse riders. If it’s required under local law to display Bounce-branded logos, drivers and delivery people should only use official Bounce-branded logos. Drivers should not display Bounce-branded items when they are not accessing the platform.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continually improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip or delivery. And if something happens—such as a traffic accident—and you want to report it, you can tap Help in the app or email support@ridebounce.com so that our Support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Bounce.
Bounce may at times permit or allow you and others who use the Bounce Platform or Bounce’s tools or social media channels to create, submit, upload, publish, email, send messages, or otherwise make available textual, audio, or visual content and information to Bounce or users. Such activity and content is subject to Bounce’s User Generated Content Terms.
Ratings
Drivers and riders can give and receive ratings, as well as give feedback on how the trip or delivery went.
Minimum average ratings may vary in each city based on factors like cultural differences in the way people in different cities rate each other. Drivers and riders who don’t meet the minimum average ratings for their city may lose access to all or part of the Bounce Platform. If your ratings are approaching the minimum limit, we will let you know and may share information that may help you improve your ratings.
How Bounce enforces our guidelines
If you violate any terms of your contractual agreement(s) with Bounce, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Bounce to you from time to time, you can lose access to all or part of the Bounce Platform. If you have more than one Bounce account, such as a rider account and a driver account or business account, violating the Community Guidelines could also lead you to lose access to all Bounce accounts. If you believe an error caused you to lose access to your account, you may contact the Bounce Support team.
If you have lost access to your driver or delivery person account, you can learn more about common issues and potential options available to by emailing support@ridebouce.com.
Bounce receives feedback through a variety of channels, reviews reports submitted to our Support team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behavior, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete.
Not following any one of our guidelines may result in the loss of access to all or part of the Bounce Platform. This can include reported violations of our Community Guidelines and certain actions you may take outside of the Bounce Platform, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the Bounce community, our employees, and contractors, or cause harm to Bounce’s brand, reputation, or business. If the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Bounce Platform. Any behavior involving discrimination, violence, sexual misconduct, harassment, fraud, or deceptive, illegal, or unsafe activity, while using the Bounce Platform can result in the immediate loss of access to the Bounce Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation. We may also proactively report suspected criminal behavior to law enforcement in accordance with our Privacy Notice. Lastly, all drivers wanting to use the Bounce Platform undergo a screening process, including motor vehicle record and criminal background checks. A driver will lose access to their Bounce account(s) if a motor vehicle record check, criminal background check, or other check uncovers a matter relevant to their use of the Bounce Platform in violation of Bounce’s standards or other criteria required by local regulators.
Many states, cities, and airports also regulate the provision of certain services, including ridesharing services, on the Bounce Platform. If your driver account is not in compliance with applicable regulatory requirements, we may be required to remove your access to the Bounce Platform.