GoEZ Policies & Guidelines

GoEZ Safety Policy

Your safety is our priority. GoEZ is committed to ensuring a secure, respectful, and reliable experience for both Riders and Driver-Partners. This policy outlines the measures GoEZ takes to maintain safety standards on the platform.

1. Driver-Partner Vetting and Standards

1. Background Checks

   • All Driver-Partners undergo comprehensive background checks during onboarding.

   • These checks are repeated every 6 months to ensure compliance with safety standards.

2. Vehicle Safety

   • Vehicles must be no older than 20 years.

   • Vehicles are required to pass a safety inspection every year with the Traffic Division.

3. Zero-Tolerance Policy

   • Driver-Partners are prohibited from engaging in any behaviour that compromises safety, such as reckless driving, drug use, or harassment.

   • Escalating penalties apply for violations: 

     • 1st Offense: Warning and suspension.

     • 2nd Offense: Extended suspension.

     • 3rd Offense within 6 months: Account deactivation.

2. Rider Safety Features

1. Authentication

   • Riders can verify their Driver-Partner using features like license plate matching and profile confirmation within the app.

2. Health Crisis Measures

   • During health crises (e.g., pandemics), GoEZ enforces mask-wearing and hygiene measures for both Riders and Driver-Partners.

3. Zero-Tolerance Policy

   • Prohibited behaviours include violence, harassment, and illegal activities during trips.

   • Repeat offenses may lead to warnings, account suspensions, or permanent deactivation.

3. Emergency Preparedness

1. Emergency Button

   • The GoEZ app features an SOS button that allows users to notify local emergency services directly in case of incidents.

2. Emergency Contact Notification

   • If Riders or Drivers have emergency contacts linked to their profiles, those contacts will be notified automatically during critical incidents.

3. GPS Tracking

   • All trips are GPS-tracked for transparency, accountability, and quick response during emergencies.

4. Community Feedback and Rating System

1. Two-Way Ratings

   • Riders and Driver-Partners can rate each other after every trip.

   • A cumulative rating below 3.0 triggers warnings and may lead to account suspension or deactivation.

2. Quality Control

   • Continuous feedback helps identify and address safety or service issues promptly.

5. Vehicle and Trip Safety Standards

1. Safety Inspections

   • All vehicles undergo regular inspections every 6 months to ensure they meet comfort and cleanliness standards.

2. Driving Behaviour

   • Driver-Partners must comply with local traffic laws and GoEZ’s guidelines for safe and respectful driving.

6. Prohibited Actions

GoEZ has a zero-tolerance policy for the following behaviours:

• Drug or alcohol use during trips (Driver-Partners only).

• Physical violence or harassment.

• Carrying unauthorized firearms or weapons.

• Engaging in illegal activities during a trip.

7. Reporting and Support

1. In-App Reporting

   • Riders and Driver-Partners can report incidents, unsafe behaviour, or lost items directly through the app.

   • All reports will be reviewed by GoEZ’s support team within 5 business days.

2. Dispute Resolution

   • Disputes regarding trips, ratings, or violations will be handled transparently by the GoEZ customer support team.

This safety policy reflects GoEZ’s commitment to fostering trust and reliability within our community. We continuously strive to improve safety standards and appreciate your cooperation in making every trip a positive experience.

If you have further questions or need clarification, feel free to ask!

This Assumption of Risk and Liability Waiver ("Waiver") outlines the inherent risks and responsibilities associated with using the GoEZ platform (the “Platform”). By accessing or using the Platform, you agree to the terms set forth in this Waiver and acknowledge that GoEZ operates as a peer-to-peer car-sharing platform, not a taxi or transportation service provider.

1. Assumption of Risk

By using the GoEZ Platform, you acknowledge and agree to the following risks associated with the Services:

• Peer-to-Peer Nature: GoEZ merely facilitates connections between Riders and Driver-Partners. It does not own, operate, or maintain Vehicles and does not employ Driver-Partners. All trips are arranged at your own risk.

• Uncontrollable Incidents: Riders and Driver-Partners accept that certain risks may arise, including but not limited to: 

  • Vehicle accidents or mechanical failures.

  • Driver or Rider misconduct or disputes.

  • Trip delays or cancellations due to traffic, weather, or unforeseen events.

2. Waiver of Liability

To the fullest extent permitted by law, you release and hold harmless GoEZ, its owners, employees, affiliates, and agents from any liability, claims, or damages arising from:

• Injuries or accidents sustained during trips facilitated by the Platform.

• Property loss or theft during a trip.

• Delays, cancellations, or miscommunication between Riders and Driver-Partners.

• Misrepresentation by Driver-Partners or Riders regarding trip details.

GoEZ is not liable for the negligence or intentional misconduct of Driver-Partners or Riders.

3. Insurance Acknowledgment

Driver-Partners are solely responsible for obtaining and maintaining minimum insurance coverage as required by local law. By using the Platform, you agree to the following:

• Riders: Acknowledge that Driver-Partners’ private insurance may be the only insurance covering the trip. GoEZ does not provide any supplemental coverage or liability insurance for trips facilitated by the Platform.

• Driver-Partners: Acknowledge that providing rides without legally required insurance coverage is a violation of this Agreement and will result in account deactivation.

GoEZ disclaims all liability for claims arising from Driver-Partners who fail to meet minimum insurance requirements.

4. Inherent Risks

You agree to the risks inherent in peer-to-peer transportation, including but not limited to:

• Driver-Partners’ vehicles failing to meet your personal expectations or preferences.

• Unexpected delays due to: 

  • Traffic congestion.

  • Weather conditions.

  • Road closures or accidents.

  • Driver unavailability or cancellations.

  • Natural disasters or emergencies beyond GoEZ's control.

GoEZ is not responsible for compensating Riders or Driver-Partners for such delays or disruptions.

5. Governing Jurisdiction

This Waiver is governed by the laws of Dominica. As GoEZ expands regionally across the Eastern Caribbean, applicable local laws will govern the Services in those regions.

6. Force Majeure

GoEZ is not liable for delays, cancellations, or service interruptions resulting from:

• Natural disasters (e.g., hurricanes, earthquakes).

• Government-imposed restrictions or curfews.

• Strikes, protests, or labor disputes.

• Communication or technical failures.

7. Binding Nature

This Waiver is binding on all Riders and Driver-Partners who use the GoEZ Platform. It supersedes any verbal or implied promises regarding liability, insurance, or risk assumption.

8. Dispute Resolution

All disputes arising from the use of the Platform must be resolved through individual arbitration in Dominica, with plans to expand arbitration to other regional jurisdictions as GoEZ operates beyond Dominica. Class actions, collective claims, or representative actions are expressly prohibited.

By using the GoEZ Platform, you confirm that you have read, understood, and voluntarily agreed to the terms of this Waiver. Thank you for choosing GoEZ!

GoEZ Operational Practices Policy

The following operational practices ensure an efficient, fair, and reliable experience for all GoEZ users, including Riders and Driver-Partners.

1. Service Offerings

1. Ride Types

   • GoEZ offers ride options based on group size, ensuring Riders can select a vehicle that fits their needs.

   • Planned Phase Two: Expansion into delivery and package transport services.

2. Regional Services

   • GoEZ supports community taxis, airport transfers, seaport transfers, and island wide taxi services to cater to local transportation needs.

2. Driver Earnings and Payouts

1. Commission Structure

   • Driver-Partners retain 70% of fare earnings, with GoEZ taking a 33% commission.

2. Payment Schedule

   • Regular payouts occur on the 15th and 30th of each month.

   • Drivers can also opt for on-demand withdrawals, subject to a withdrawal fee for immediate access to earnings.

3. Payment Methods

1. Supported Options 

   • GoEZ accepts cash payments, with plans to introduce card and digital wallet options (e.g., Apple Pay, Google Pay) in the future.

   • Fare splitting between Riders is not supported during the initial phase.

4. Ride Matching and Acceptance

1. On-Demand Rides

   • GoEZ currently operates on an on-demand basis only, with no option for Riders to schedule rides in advance.

2. Driver Availability

   • Drivers must accept all rides assigned to them while marked as available on the platform. Refusing trips after assignment may result in penalties.

5. Lost Items Policy

1. Returning Lost Items 

   • Driver-Partners are compensated at 75% of the return trip’s duration when returning lost items to Riders.

   • Riders are responsible for coordinating with Drivers through the app to recover lost belongings.

6. Support Services

1. Customer Support 

   • GoEZ offers customer support for Riders and Drivers between 8:00 AM and 8:00 PM daily.

   • Common issues such as lost items, incorrect charges, or disputes can be resolved through the in-app help feature.

7. Regional and Cultural Adaptation

1. Language and Currency Support

   • The GoEZ app operates in English and supports payments in XCD, USD, and Euro currencies.

2. Localized Features

   • Services are tailored to include popular regional needs such as community taxis and transport to/from airports and seaports.

This operational policy ensures GoEZ continues to meet the needs of its users while maintaining efficient and transparent processes. If any updates or adjustments are made, users will be informed promptly.

To maintain a safe, respectful, and enjoyable experience for all users, GoEZ has established the following Rider Guidelines.

1. Respect and Behaviour

1. Zero-Tolerance Policy

   • GoEZ has a strict zero-tolerance policy for harassment, abuse, or discriminatory behaviour toward Driver-Partners or other Riders.

   • Violations will result in account suspension or permanent bans, depending on severity.

2. Mutual Respect

   • Treat Driver-Partners, fellow Riders, and Vehicles with respect and care.

   • Avoid loud or disruptive behaviour during the trip.

2. Safety Practices

1. Seatbelt Usage

   • All Riders must wear seatbelts during trips, where applicable, for their safety and compliance with the law.

2. Unaccompanied Minors

   • Riders under the age of 10 years must be accompanied by an adult.

   • Drivers reserve the right to cancel trips involving unaccompanied minors.

3. Child Safety Seats

   • Riders traveling with young children must provide appropriate child safety seats.

3. Ride Requests and Validation

1. Booking for Others

   • Riders may book rides for others, but the passenger must have the validation token (provided at booking).

   • If the passenger does not have the validation token, the trip will be cancelled, and the Rider will be charged the driver's travel cost to the pickup location.

2. Group Size

   • Riders should not request trips for groups exceeding the legal capacity of the Vehicle.

4. Cancellations

1. Timely Cancellations

   • Riders are encouraged to cancel trips promptly if plans change.

   • Cancellations made after 6 minutes will incur penalties as outlined in the GoEZ Cancellation Policy.

2. Providing a Reason

   • Riders may be required to provide a reason for cancellations to ensure transparency and reduce misuse of the platform.

5. Cleanliness and Damage

1. Maintaining Vehicle Cleanliness

   • Riders are expected to leave the Vehicle in the same condition as they found it.

   • Avoid consuming food or drinks during the trip unless permitted by the Driver.

2. Damage or Messes

   • Riders will be charged cleaning or repair fees for spills, stains, or damage caused during the trip.

   • Fees will be assessed based on the severity of the issue and are non-negotiable.

6. Prohibited Items and Behaviours

1. Prohibited Items

   • The following items are not allowed in GoEZ Vehicles: 

     • Firearms or weapons (unless explicitly authorized by local law).

     • Illegal drugs or substances.

     • Hazardous materials (e.g., explosives, flammable items).

2. Prohibited Behaviours

   • The following behaviours are strictly prohibited: 

     • Smoking or vaping inside the Vehicle.

     • Violence, harassment, or threatening conduct.

     • Consumption of alcohol or drugs during the trip.

7. Rider Ratings

1. Driver Discretion 

   • Drivers can rate Riders based on their conduct during the trip.

   • Riders with consistently low ratings may receive warnings or account restrictions.

8. Reporting Mechanisms

1. Driver Feedback

   • Riders are encouraged to report unsafe Vehicles or inappropriate Driver behavior through the in-app feedback system.

2. Response Timeline

   • GoEZ strives to address complaints and disputes within 48 hours of submission.

9. Accessibility Provisions

1. Support for Disabilities 

   • Riders with disabilities are welcome to travel with service animals or request accessible Vehicles where available.

10. Regional and Cultural Considerations

1. Cultural Respect

   • Riders are encouraged to respect local customs and traditions when using GoEZ services.

2. Regional Adjustments

   • GoEZ adheres to laws and cultural norms specific to the areas it operates in, including Dominica.

Following these guidelines ensures that the GoEZ platform remains safe, respectful, and reliable for everyone. Non-compliance may result in penalties or account deactivation.

GoEZ Cancellation Policy

We strive to maintain a reliable and fair service for both Riders and Driver-Partners. This policy outlines the rules for cancellations and no-shows, including applicable fees and penalties. By using GoEZ, you agree to adhere to these guidelines.

For Riders

1. Free Cancellation Window
   Riders can cancel a ride free of charge if they cancel within 5 minutes of the Driver-Partner accepting the request, except where the driver has not arrived at the pick-up location. 

2. Late Cancellation Fee

   • If a Rider cancels 6 minutes or more after the Driver-Partner accepts the ride request, a cancellation fee will apply.

   • The fee is determined by the ride type and the cost of the trip up to that point.

3. No-Show Fee

   • If a Rider fails to show up within 5 minutes of the Driver-Partner’s arrival at the pick-up location, the trip will be marked as a no-show.

   • Riders will be charged a no-show fee.

4. Exceptional Cases
   Riders may request a fee waiver in certain situations, such as:

   • The Driver-Partner arriving significantly later than the estimated time.

   • Safety concerns or misbehaviour by the Driver-Partner.
     Fee waiver requests must be submitted through the in-app support feature within 2 days of the trip.

For Driver-Partners

1. Driver-Initiated Cancellations

   • Drivers should only cancel rides for valid reasons, such as safety concerns, emergencies, or the Rider failing to appear after 5 minutes.

   • Excessive cancellations (more than 3 per week) without valid reasons may result in penalties (see below).

2. Penalties for Excessive Cancellations

   • First Instance: Reduction in Driver rating.

   • Repeat Offenses: Temporary account suspension.

   • Penalties do not apply for cancellations due to valid safety concerns or emergencies.

3. No-Show Scenarios
   If a Rider is a no-show, the Driver-Partner is entitled to receive the No-Show fee for the trip.

Cancellation Fees

The following fees apply for late cancellations:

Ride Type

Calculation

No-Show

Cost of distance travelled by the driver after accepting the ride, plus the wait fee.   

OnTheGo

Cost of the ride completed before the cancellation. 

Before Pick-up

Cost of distance travelled by the driver after accepting the ride.  

Disputes and Refunds

1. Riders and Drivers can dispute cancellation or no-show fees through the in-app support feature.

2. Disputes must be submitted within 2 days of the trip.

3. All disputes will be reviewed by GoEZ customer support, and decisions will be made within 5 business days.

Excessive Cancellations

• Riders: More than 2 cancellations per week is considered excessive and may result in additional charges or account restrictions.

• Drivers: More than 3 cancellations per week (excluding valid reasons) is excessive and will result in penalties as outlined above.

Regional and Legal Compliance

This policy is designed to align with regional practices and laws, including those in Dominica. Any necessary adjustments will be made to ensure compliance.

Thank you for choosing GoEZ! If you have questions or concerns, please contact our support team via the app.