RIDE SAFETY POLICY & PROCEDURES

For Drivers (“Community Servers”) and Passengers

Version 3.0 | Effective Date: Oct 5 /2025

1) Safety Mission Statement

At RIDE, safety is not a feature—it is our foundation. We exist to serve communities by connecting passengers with trusted drivers (“Community Servers”). We are committed to preventing harm by building a culture of respect, accountability, and continuous improvement.

2) Safety Principles

RIDE operates under these core principles:

1. Safety First, Always – No trip is more important than safety.
2. Shared Responsibility – Passenger safety and driver safety depend on cooperation.
3. Prevention Over Reaction – We prioritize risk prevention, not only emergency response.
4. Trust Through Verification – Identity, vehicle, and trip verification are mandatory.
5. Respect & Dignity – No harassment, abuse, discrimination, or intimidation.

PART A: RIDE SAFETY POLICY

3) Scope

This policy applies to:

• All RIDE drivers (Community Servers)
• All passengers using RIDE services (app, call center, street pickup meter)
• RIDE dispatch and customer support teams
• All trips and interactions on the platform

4) Zero-Tolerance Safety Violations

The following behaviors may result in immediate suspension or permanent removal:

Passenger zero-tolerance violations

• Violence, threats, intimidation
• Sexual harassment or unwanted contact
• Hate speech or discriminatory abuse
• Vandalism, theft, or attempted theft
• Refusing identity verification / refusing plate verification
• Attempting to force unsafe pickup/drop-off locations

Driver zero-tolerance violations

• Driving under influence (alcohol/drugs)
• Reckless driving, excessive speeding
• Harassment, intimidation, discrimination
• Demanding extra money outside RIDE system
• Refusing SOS cooperation or trip verification
• Picking passengers outside approved trip channels without Street Pickup Meter

PART B: SAFETY PROCEDURES FOR PASSENGERS

5) Passenger Safety Code (Core Rules)

Passengers must follow these safety rules for their own protection and the driver’s protection.

5.1 Safe pickup & drop-off behavior (Driver protection = passenger responsibility)

1. Respect traffic laws during pickup/drop-off.
2. Wait only in permitted areas (safe parking zones, legal stops).
3. Avoid dangerous roadside stops that put drivers at risk of fines or accidents.
4. At night, use well-lit areas for pickup/drop-off.
5. Cooperate if driver requests safer alternative (ex: main road instead of doorstep).

Policy statement: “We love doorstep service, but if the location creates an unsafe environment for our Community Servers, passengers must cooperate with a safe alternative.”

6) Passenger Verification Procedure (Identity & Vehicle)

6.1 App or Call Center booking

Passengers must:

1. Confirm the license plate number in the app/SMS before boarding.
2. Confirm the driver name.
3. Confirm the vehicle model/color when possible.

If plate number does not match:

• Do not board the vehicle
• Step away to a safe location
• Call 8294 immediately

6.2 Street pickup (“Grabbed on the road”)

If passenger boards a RIDE vehicle on the street, passenger must request:

✅ RIDE Street Pickup Meter activation

Driver must enter passenger phone number for tracking.

Passenger receives:

• Plate number
• Trip tracking
• Dispatcher visibility

7) Passenger Night Safety Protocol (Enhanced Safety)

During night trips:

• Use bright street lights or secure compound entrances
• Keep phone charged (recommended minimum 20%)
• Share trip tracking with a trusted person
• Sit in the rear seat if alone
• Avoid arguments—report issues through support instead

8) Passenger Cooperation in High-Risk Conditions

If a driver reports:

• Poor road conditions
• Unsafe crowd activity
• Suspicious behavior around pickup/drop-off
• Threatening passenger behavior

Passenger must:

• Cooperate with driver and dispatcher instructions
• Accept safer reroute or safe stopping point
• Remain calm and follow instructions

9) Passenger Photo Safety Feature (Driver Protection)

If the driver feels unsafe—especially at night—the driver may request:

📸 Passenger photo verification through the system

Passenger must:

• Cooperate and allow the photo
• Ensure photo is clear and accurate

This feature protects both passenger and driver by reducing impersonation, robbery risk, and violent incidents.

PART C: SAFETY PROCEDURES FOR DRIVERS (COMMUNITY SERVERS)

10) Driver Safety Responsibilities

Drivers must:

• Prioritize safe driving over speed
• Maintain professionalism and calm communication
• Never accept unsafe pickup/drop-off requests
• Use the passenger’s name for confirmation before boarding

11) Driver Pre-Trip Safety Checklist (Mandatory)

Before starting the day:

1. Confirm vehicle roadworthiness (brakes, lights, horn, tires)
2. Ensure working phone, mount, and charger
3. Confirm insurance coverage is valid
4. Confirm SOS button is functioning
5. Confirm dash/cabin camera (if available)

12) Driver Pickup Safety Procedure

At pickup:

1. Stop only in legal/safe stopping areas
2. Confirm passenger name: “Hello, are you [Name]?”
3. Avoid verbal confirmation like: “Are you waiting for RIDE?” (too general)
4. Confirm passenger count matches booking
5. Start trip only after passenger is inside and doors are closed

13) Driver Drop-Off Safety Procedure

At drop-off:

1. Use safe stopping areas
2. Avoid stopping in dark alleys or isolated zones
3. If passenger requests doorstep drop-off but unsafe:
   
   • Explain politely
   • Suggest nearest safe point
   • Notify dispatcher if needed to have another car follow you.

14) Driver Night Risk Protocol (High Priority)

At night drivers must:

• Prefer well-lit stops
• Avoid turning off main roads into unlit zones
• Avoid picking up in crowded aggressive areas
• Keep doors locked until passenger identity is confirmed

15) Unsafe Passenger Protocol

A driver must not start or must end a trip if:

• Passenger is violent, intoxicated, or threatening
• Passenger refuses verification
• Passenger tries to force illegal/unsafe route
• Passenger refuses to cooperate with dispatcher instructions

Driver steps:

1. Stay calm and do not argue
2. Move to safe public area
3. Press SOS
4. Call support 8294
5. If immediate danger: call police 991

PART D: EMERGENCY RESPONSE SYSTEM

16) RIDE Emergency Support Channels

• Police: 991
• RIDE Support (24/7): 8294
• In-app SOS Button: available on map during trip
• Live tracking: visible to dispatch

17) SOS Procedure (Standard Operating Procedure)

When SOS is pressed:

Step 1: System Actions

• Trip is flagged as high priority
• Live location is locked and displayed to dispatcher
• Driver/passenger details appear on emergency screen

Step 2: Dispatcher Actions (within 60 seconds)

• Attempt phone contact with the person who pressed SOS
• Verify nature of emergency
• Dispatch nearest support response (if available)
• Recommend safe location (police station, public place)
• If criminal activity suspected: advise calling police and remain on line

Step 3: Documentation

Dispatcher logs:

• Time
• Location
• Incident type
• People involved
• Outcome
• Required follow-up

PART E: SAFETY SUPPORT SERVICES & PROTECTIONS

18) Insurance Coverage

All vehicles enlisted to serve have comprehensive auto insurance that can cover up to 40,000 ETB in case of accident occurrence.

RIDE commits to:

• Assisting passengers and drivers in emergency reporting
• Providing documentation support where applicable

Prevention is our priority, but insurance is the fallback.

19) Customer Support Commitment

RIDE support is available 24/7, handled by trained professional operators.

Passengers and drivers can call 8294 anytime for:

• Trip questions
• Safety concerns
• Lost items
• Misconduct reporting
• Emergency escalation support

PART F: REPORTING, INVESTIGATION & ENFORCEMENT

20) Incident Reporting Procedure

Incidents include:

• Accidents
• Threats
• Harassment
• Robbery attempts
• Unsafe driving
• Plate mismatch or impersonation

Reporting channels:

• App report function
• Call center 8294
• SOS

Minimum information to collect:

• Trip ID
• Plate number
• Driver name
• Passenger name/phone
• Location and time
• Short description

21) Investigation Process (World-Class Standard)

RIDE will:

1. Acknowledge report within 24 hours (sooner for serious incidents)
2. Secure evidence:
   
   • Trip GPS logs
   • Call recordings (if applicable)
   • Photo verification logs
   • Support chat/calls
3. Interview both parties
4. Decide actions:
   
   • Warning
   • Temporary suspension
   • Permanent removal
   • Police referral

PART G: SAFETY EDUCATION & COMMUNICATION

22) Training Requirements

Driver Training (mandatory)

• Defensive driving & speed management
• Night safety protocol
• De-escalation skills
• Passenger verification
• Emergency/SOS procedures

Passenger Education

• In-app safety tips
• Booking confirmations and reminders
• “Plate check before boarding” prompts
• “Share trip tracking” prompts at night

PART H: 5 STEPS PASSENGERS NEED TO CONSIDER FOR SAFETY (POLISHED VERSION)

1. Street Pickup Meter:
   If you grab a RIDE car on the street, ask the driver to activate the RIDE Street Pickup Meter and enter your phone number for trip tracking.
2. Plate Check Always:
   If you booked via call center 8294 or the Passenger App, always confirm the license plate before boarding. If it differs, do not board and call 8294.
3. Share Your Trip:
   Use the Passenger App to share trip tracking with friends and family, especially at night.
4. Be Respectful & Friendly:
   A kind relationship with your driver improves experience and reduces conflict.
5. Provide Accurate Drop-Off Location:
   Enter the exact destination in the app or tell booking agents clearly to avoid inefficiency and unsafe route confusion.

PART I: PUBLIC-FACING SAFETY MESSAGE (SHORT VERSION)

Your Safety. Our Priority. Shared Responsibility.

Always check your plate number, use the app for tracking, and cooperate with drivers to ensure safe pickup/drop-off—especially at night. In emergencies call 991 and contact RIDE support 8294 or press SOS in the app.