Uber’s guideline to delightful ride


Uber’s goal is to provide reliable, affordable and safe transportation. This can only happen if there’s trust on all sides, where riders feel safe with their driver and where drivers feel safe transporting their passengers.

It was easy to work with the first handful of drivers when Uber first launched in Kenya but as we have launched more cities and grown in popularity across Africa it is important that every driver using our app understands our processes in a consistent and transparent manner.

Sometimes we have to restrict a driver’s access to the app but when that happens, even for a short period of time, it affects their earnings. So it’s extra important we make our policy clear.

Drivers from many focus groups across Africa have shared concerns about the need to know more about why deactivation might happen and how they can try to get access again. The following is our Community Guidelines to demystify the process and provide clarity to drivers.

They are designed with the best interests of drivers and riders in mind. It covers, among other items, issues that relate to quality, fraud, safety and discrimination such as:

The higher the quality of the service, the more riders would take trips, which in turn means more opportunities for drivers to earn money. After every trip, riders and drivers rate each other on the quality of service rendered. We also consider how regularly drivers cancel trips after accepting a booking as this leads to a poor experience for riders.

Fraud is bad for any business, so it is critical that services are fair and honest. That includes drivers understanding it is unacceptable to intentionally increase the time or distance of a trip.

Uber is committed to the safety of both riders and drivers. This includes respecting each others’ privacy, and obeying traffic rules.

Uber will not tolerate discrimination of any sort, against riders or drivers. That includes race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity or age. On the side of the driver, this also includes respecting the transportation of people with disabilities, including service animals.

The above guidelines help to ensure the best possible experience for everyone.