Community Guidelines and Safety Policy

1. Our Standards

1.1 Respect. Treat everyone with courtesy and respect, including Customers, Providers, Personnel, passengers, consignees and CouthActs staff. Abuse, threats, harassment and intimidation are not tolerated.

1.2 Non-discrimination. Do not discriminate against anyone on the basis of race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity, age, disability, or any other characteristic protected by law. Providers must accommodate passengers with disabilities and their service animals as the law requires.

1.3 Honesty. Describe Jobs, goods, passengers, capabilities and credentials truthfully. Report what really happened in disputes and reviews.

1.4 Privacy. Use other Users' contact details, addresses and location only for the Booking. Do not photograph, record or publish other people or their property without their consent, except as needed to document the condition of goods for the Booking or as the law allows.

1.5 Zero tolerance. We will remove from CouthActs anyone who commits sexual misconduct or assault, physical violence, threats of violence, human trafficking, operating while impaired by alcohol or drugs, carrying weapons unlawfully, or theft of goods.

2. Safety for Passenger Bookings

2.1 Before the trip. Customers should check that the Provider, vehicle, vessel or aircraft and operator match the Booking details before boarding, and should not board if they do not. You can share your Booking's public tracking link with people you trust; it shows the route by city or region and an approximate position, and you can replace or turn it off at any time from the Booking page.

2.2 During the trip. Wear seat belts and follow safety instructions. Providers must operate safely and lawfully and must never pressure a passenger to change the destination, pay outside CouthActs, or share personal information.

2.3 SOS alerts. On Taxi and Rideshare, Limousine, Medical Transport and Armored Transport Bookings that are in progress, the Customer can send an SOS alert from the Booking page. An SOS alert emails the CouthActs safety team with the Booking details, the Customer's name and contact details and the Provider's most recently shared location, and marks the Provider unavailable for new work while we review. The SOS feature:

• does not contact police, fire, ambulance or any emergency responder;
• is not monitored around the clock, and CouthActs does not guarantee that anyone will respond within any particular time;
• does not freeze payment for the Booking (to stop payment, open a dispute);
• depends on your device, network and email delivery, and may fail or be delayed.

In an emergency, call 911 or your local emergency number first, then send an SOS alert or email safety@couthacts.com.

3. Safety for Goods

3.1 Accurate descriptions. Describe goods accurately, including hazards and value, and package them properly. See the Acceptable Use and Prohibited Items Policy.

3.2 Handover. Inspect goods at handover. Give the delivery PIN only when you are satisfied that handover is complete, and note any visible damage before you give it. Providers must never ask for or use a PIN before handover.

3.3 Documentation. Photograph goods and their packaging before pickup and at delivery where practical. Keep receipts and proof of value in case of a claim.

4. Safety for Providers

Providers may refuse or end a Job, without penalty for a good-faith safety decision, if a passenger or Customer is abusive, threatening or impaired, if goods are misdescribed, unsafe or prohibited, or if performing the Job would break the law. Report the issue to safety@couthacts.com.

5. What "Verified" Means

Two different checks stand behind CouthActs labels. Identity verified means a person passed a Stripe Identity document and selfie check. Verified by CouthActs for a transport mode means the CouthActs team reviewed the Provider's operating authority, insurance and licenses for that mode against the documents submitted and available public records, and the approval had not been suspended when shown (Section 4.6 of the Terms). Neither is a criminal background check, a driving record check, or a guarantee of performance or safety (Section 4.7 of the Terms). Use your own judgment, and ask the Provider for anything else that matters to you.

6. Reviews

Reviews must be honest, relevant to the Booking and respectful. We may remove reviews that contain hate speech, threats, personal information, obscenity, spam or content unrelated to the Booking, or that were incentivized or written by someone who was not a party. We do not remove reviews because they are negative.

7. Reporting and What Happens Next

7.1 How to report. You can report a message, a review, a person or a photo check-in from inside CouthActs: use Report next to it, choose a reason and add any details. Reports go to the CouthActs team. You can also email safety@couthacts.com for safety incidents and support@couthacts.com for other concerns, including the Booking's tracking code if you have it. Report criminal conduct to the police as well. If anyone is in danger, call your local emergency number first.

7.2 Blocking. You can block another User from their profile or from a conversation. Once you block someone, neither of you can send the other new messages, and their messages and reviews are hidden from you. Blocking doesn't cancel or change a Booking, its payment or its tracking; to end a Booking, use the Booking page or contact support. You can see and undo your blocks in Settings → Blocked people.

7.3 Our response. The CouthActs team reviews reports, may contact the people involved, may restrict Accounts while we investigate, and take action under Section 4 of the Acceptable Use and Prohibited Items Policy. We preserve relevant records and cooperate with law enforcement as described in our Law Enforcement Guidelines. We may not be able to tell you the outcome because of other people's privacy.

7.4 No retaliation. Retaliating against someone for a good-faith report, including through a review, is a violation of these guidelines.

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