Damaging or stealing property is never allowed. Some examples include damaging the materials of the service provider requested through the Simple Platform, breaking or vandalizing a phone or tablet, or any tools, damaging a merchant’s premises, or vomiting due to excessive alcohol consumption or otherwise. If you damage property – outside of normal wear and tear – you’re responsible for the cost of cleaning and repair fees.

Help keep one another safe

We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age, and more.

Account sharing

Account sharing is not allowed, except for couriers who are exercising their right of substitution. To use the Simple Platform, you need to register and maintain your own active account. Don’t let another person use your account, and never share your personal information used in connection with your account, including but not limited to username, password, or photos of yourself, with anyone else to access the Simple Platform.

People under the age of 18

You must be 18 years or older to have a Simple account in the United Kingdom. That means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a work order  for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the work order is being done. These age limitations apply unless our terms or other policies say otherwise.

Proper maintenance and upkeep

Pursuant to the terms of their agreement with Simple, Our service providers are expected to keep their working tools & material maintained and in good condition. This means maintaining their work tools according to industry safety and maintenance standards.

Public emergencies

Simple may take additional measures to try to preserve the safety of the Simple Platform during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.

For example, if Simple receives notice from a public health authority that someone using the Simple Platform may present a potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume using the Simple Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Simple Platform or impose other requirements to comply with guidance from authorities during a time of public health emergency, natural disaster or other public crisis situation, or when the continued availability of the Simple Platform might present a danger.

Follow the law

We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the Simple Platform to do their part and adhere to relevant laws and regulations, as well as airport byelaws, rules and regulations, where applicable.

We have standards based on applicable laws and regulations that everyone must follow. For example, using the Simple 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 or regulation is strictly prohibited.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and rules of the road—including complying with traffic laws, signs, and signals—at all times when using the Simple Platform.

All relevant licences, permits, and any other legal documents required of drivers and couriers must be kept up to date and, where required, provided to Simple. For example, all service providers using a motor vehicle are required by law to maintain a valid driver’s licence, insurance, and vehicle registration.

We review reports of unsocial behavior based on our client’s feedback.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed while using the Simple Platform. For example while completing a work order.

Firearms and weapons ban

Service providers and the receivers, as well as others, are prohibited from carrying firearms and weapons while using the Simple Platform, to the extent permitted by applicable law.

Fraud

Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your Simple accounts, disputing charges or fees, and requesting credits. Only request fees, charges or refunds that you’re entitled to, and use offers and promotions only as intended. Don’t knowingly complete invalid transactions.

Fraudulent activity may also include, but not be limited to:

• deliberately changing = the time or work order  for fraudulent purposes or otherwise;
• accepting  work order requests without the intention to complete, including provoking rservice users to cancel for fraudulent purposes;
• creating dummy or duplicate accounts for fraudulent purposes;
• claiming fraudulent fees or charges, like false damaging fees;
• intentionally requesting, accepting, or completing fraudulent or falsified work order;
• claiming to complete a work without ever intend to complete the work
• picking up a work order but not completing the work order or semi completed,
• actions intended to disrupt or manipulate the normal functioning of the Simple 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;
• disputing fees or charges for fraudulent or illegitimate reasons;
• making false claims against another for financial gain (i.e. refunds);
• allowing another user to access your account in contravention of our account sharing policy; or
• falsifying documents, records, or other data for fraudulent purposes.

Off-platform street hails and cash payments

To enhance the safety of each experience, service providers must ensure they fully comply with their regulatory requirements. Service receiver should also not pay for work in cash or request work directly from the service provider outside of the Simple Platform.

Other unacceptable activities

Never use Simple‘s trade mark or intellectual property without permission. If it’s required under local law or you’re otherwise permitted by Simple to display Simple-branded items, drivers and couriers should only use Simple-branded items that are obtained from Simple or an approved partner of Simple. Drivers and couriers should not display Simple-branded items when they are not accessing the Simple Platform. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Simple’s name or trade mark—is prohibited.

App/Website use

When using an Simple app and/or website you must:

• use the app, website, and any materials provided on them, in accordance with copyright law and our App/Website Terms.
• not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our app, website or any services provided via, or in relation to, our app and/or website (unless such prohibition is not permitted by applicable law).
• not knowingly introduce viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful to our app and/or website. You must not attempt to gain unauthorised access to our app and/or website, the server on which our app and/or website is stored or any server, computer or database connected to our app and/or website. You must not attack our app and/or website via a denial-of-service attack or a distributed denial-of service attack.
• only link to our app and/or website in a way that is fair and legal, does not damage our reputation or take advantage of it and which complies with our App/Website Terms.

For further information on your access to an Simple app and/or website, please see our App/Website Terms here.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us directly in the app or by contacting the Simple Support team. You can tap Help in the app or visit help.Simple.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 Simple. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.

You can choose to rate your experience at the end of each work order. Honest feedback helps ensure that everyone is accountable for their behaviour and can improve the experience for other users too. This accountability helps create a respectful, safe and positive environment.

Ratings

Service providers & receivers and merchants have the option to give ratings to other users, as well as give feedback on how the work order went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Service providers & users can see their current rating in the app.

In circumstances where a service providers rating is particularly low, we may contact the service receiver, following which we may suspend or terminate the work provider’s access to their Simple account.

If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Simple Platform and interacting with others in the Simple community. Our service providers using the Simple Platform typically provide excellent service to their work order receivers and most service receivers are courteous and respectful, so most work orders run smoothly. Simple may share information that may help you improve your rating from time to time.

Contacting Simple Support will not lead to an individual rating being removed. We know that sometimes a work orders doesn’t go well—that’s why your rating is an average rating.

Work order acceptance

If you’re service providers and you don’t want to accept the work order requests, you can simply decline the request, ignore it, or just go offline or log off. You are not under any obligation to accept a minimum number of work order.This helps keep the system running smoothly for everyone.

For service providers, if you consistently decline consecutive trip or order requests, our technology may assume you do not want to accept more work orders or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin reviewing any work order requests.

PART 3

Additional guidelines for service providers

In addition to following all the general guidelines set out in Part 2, clients  who choose to use the Simple Platform must follow the below.

Service receiver’s behaviour

Please try to be on time or available on due time. It’s also common courtesy not to shout, swear or be abusive.

When taking a service with Simple, the account holder is responsible for the behaviour of their entire party. If you request a work order for another adult, you’re held responsible for their behaviour during the compellation of the work order.

Cancellation Fee

In circumstances where an account holder has the right to cancel a work order request, the account holder may be charged a cancellation fee in accordance with our cancellation policy.

Simple may also charge a cancellation fee in circumstances where it refuses requests or cancels certain services owing to Simple having reasonable doubt about the correctness or authenticity of the request or about the contact information.

Breaches of Rider Terms and these Guidelines

Breaches of the service users Terms or these guidelines include behaviour which, in our opinion, is likely to prejudice our business or reputation or irreparably damage the relationship and trust between us. The following are examples of matters that are normally regarded as potential breaches of these guidelines and/or the Rider Terms:

• theft or fraud;
• physical violence, bullying, sexual assault or sexual misconduct;
• deliberate and serious damage to property; and
• unlawful discrimination, victimisation or harassment.

This list is intended as a guide and is not exhaustive.

PART 4

Additional guidelines for the service providers

In addition to following all the general guidelines set out in Part 2, service providers who choose to use the Simple platform must follow the below.

Health and Safety policy

All service providers share responsibility for achieving safe working conditions. You must take care of your own health and safety and that of others including those who you come into contact with by virtue of your use of the Simple Platform such as service receivers.

While undertaking work on the Simple Platform you must at all times:

• observe and abide by applicable health and safety laws, regulations
• be medically fit to complete the work order
• follow instructions for the safe use of any equipment that you use
• not engage in reckless behaviour, including by driving unsafely, operating a work tools that is unsafe, undertaking work order while under the influence of alcohol or drugs, or taking action that harms or threatens to harm the safety of work order receivers or third parties.
• deliberate and serious damage to property; and

You should report any health and safety concerns immediately to the Simple Support team.

You must cooperate with Simple on health and safety matters, including the investigation of any incident. All accidents and injuries, however minor, should be reported to the Simple Support team

Failure to comply with this policy may be treated as a breach of these guidelines.

Use of dashcams or CCTV that record video and/or audio

Sharing or streaming a service receivers  image or audio or video recording on social media or in other digital or physical public locations is a violation of our guidelines and may prompt further investigation by our safety team.

Service providers should comply with applicable laws at all time.

Whistleblowing Policy

We are committed to conducting our business with honesty and integrity. Any suspected wrongdoing should be reported as soon as possible.

Breaches of work providers Terms and these Guidelines

Breaches of the service providers Terms or these guidelines include behaviour which, in our opinion, is likely to prejudice our business or reputation or irreparably damage the working relationship and trust between us. The following are examples of matters that are normally regarded as potential breaches of these guidelines and/or the Driver Terms:

• theft or fraud
• physical violence, bullying, sexual assault or sexual misconduct
• high cancellation rates
• deliberate and serious damage to property
• serious misuse of Simple’s property or name
• unlawful discrimination, victimisation or harassment
• bringing Simple into serious disrepute
• serious incapability at work brought on by alcohol or illegal drugs
• causing loss, damage or injury through serious negligence
• breach of any regulatory obligation imposed on private hire or taxi drivers; and
• a breach of health and safety rules, including dangerous driving and other behaviours which pose a risk to rider safety

This list is intended as a guide and is not exhaustive.