Effective 2026-05-01

Acceptable Use Policy

slug: acceptable-use-policy title: Acceptable Use Policy documentType: community_guidelines version: "2.0" appContext: platform requiredForRole: "both" displayOrder: 4 mustAcceptToUse: true effectiveDate: 2026-05-01 jurisdiction: WA summary: | Conduct rules that apply to all users of the OZ Ride and OOHAi platforms.

07 — Acceptable Use Policy

Effective Date: 1 May 2026 Application: All Users of the Platform — Drivers, Riders, Advertisers, Advertiser Users, and visitors to the Website. Defined terms: Capitalised terms not defined in this document have the meaning given in 00 — Definitions.

This Acceptable Use Policy describes the conduct expected of every User of the Platform and the conduct that is prohibited. It is referenced from the Driver Service Agreement, the Rider Terms of Service, and the Advertiser Terms of Service. Breach of this Policy is a breach of the relevant agreement and may result in account suspension, termination, forfeiture of accrued amounts, and (where the conduct is unlawful) reporting to law enforcement.

1. Conduct expected of all Users

You must:

(a) act lawfully and in good faith; (b) treat other Users with courtesy and respect; (c) provide accurate information when asked, and update it if it changes; (d) protect the security of your account credentials; (e) report suspected fraud, abuse, or safety risk to OZ Ride or OOHAi Media when you become aware of it; (f) co-operate with OZ Ride and OOHAi Media when they investigate a complaint; (g) comply with the directions of OZ Ride personnel, OOHAi Media personnel, and the Phone Operator AI Agent (where the directions are given in the safe and lawful operation of the Platform); and (h) comply with the law of Western Australia and any other law applicable to you.

2. Conduct prohibited for all Users

You must not:

(a) use the Platform to do anything unlawful, including breach of consumer law, anti-discrimination law, anti-money-laundering law, sanctions law, surveillance-devices law, or any law applicable to the relevant transport or advertising activity;

(b) abuse, harass, threaten, or discriminate against any other User, OZ Ride or OOHAi Media personnel, or third party, including on the basis of any protected attribute;

(c) impersonate another person, create or use a fake account, or use the Platform with credentials that do not belong to you;

(d) circumvent or attempt to circumvent any restriction OZ Ride or OOHAi Media has placed on your account, including by creating an additional account, using a different device, or using a stolen identity;

(e) tamper with, reverse-engineer, decompile, or attempt to derive the source code of the Platform or any part of it (except where mandatory law permits);

(f) probe, scan, or test the Platform's vulnerability except as part of a coordinated disclosure to security@oz-ride.com (rideshare/taxi) or security@oohai.com.au (advertising);

(g) use the Platform to send spam, distribute malware, or perform any kind of automated query or attack;

(h) commit fraud, including making false claims, falsifying documents (driver's licence, identity, vehicle registration, insurance certificate, advertising creative), creating fake Trips, fake impressions, fake conversions, fake referrals, fake reviews, or fake disputes;

(i) bring weapons (other than as permitted by law), illicit drugs, or hazardous materials into a Vehicle, into OZ Ride or OOHAi Media premises, or into the operation of the Platform in any way;

(j) breach any Confidentiality obligation you owe under the relevant agreement;

(k) record audio or video of another User without lawful basis, or share such recordings publicly without consent or other lawful basis;

(l) use a recording made in connection with the Platform (including a phone call recorded by the Phone Booking Service) for any purpose other than the purpose for which it was made, except as permitted by law;

(m) use the Platform to dox, stalk, or surveil any other User, OZ Ride or OOHAi Media personnel, or third party;

(n) misuse a Safety Feature (including activating SOS without genuine cause, sending false trip-share links, repeatedly nominating false trusted contacts);

(o) misuse the Phone Booking Service or the Phone Operator AI Agent (including making prank calls, abusive calls, or attempting to manipulate the AI agent into completing unauthorised actions); or

(p) use the Platform to promote, organise, or facilitate the harm of any person.

3. Conduct expected of Drivers (in addition to clauses 1 and 2)

You must:

(a) operate the Vehicle safely and lawfully at all times; (b) be fit to drive (rested, sober, free of intoxicants, free of prescription medication that affects driving) when going online; (c) keep your Compliance Status up to date; (d) follow a reasonable route to the destination, with regard to traffic, road closures, and Rider preference; (e) wear your seat belt at all times in the Vehicle; (f) use the meter (Taxi) and not negotiate flat fares; (g) charge the correct Fare and remit OZ Ride's share without delay; (h) report incidents (accident, injury, vehicle damage, criminal incident) within 24 hours; (i) not refuse a Rider with an assistance animal (refusal is unlawful); (j) not refuse a Rider on the basis of any protected attribute; (k) not double-dispatch (accept simultaneous Trips on this and another platform); and (l) not tamper with the Vehicle, the meter, the Player Tablet, the BLE pairing, or any safety equipment.

4. Conduct expected of Riders (in addition to clauses 1 and 2)

You must:

(a) wear the seat belt provided; (b) use lawful child restraints for any child of the relevant age; (c) not smoke, vape, drink alcohol, or take prohibited drugs in the Vehicle; (d) not damage the Vehicle (and pay damage fees under the Payment Terms where damage occurs); (e) appear at the pickup location ready to travel within the no-show window; (f) not bring more passengers than there are seat belts available; (g) not interfere with the Driver's safe operation of the Vehicle; (h) not request or accept off-platform fare arrangements with the Driver; and (i) not abuse the in-Trip chat (which is for trip-coordination messages only).

5. Conduct expected of Advertiser Users (in addition to clauses 1 and 2)

You must:

(a) submit only Creatives that comply with the Advertising Content Policy; (b) accurately represent the products and services advertised; (c) keep your Tenant's billing information current; (d) not attempt to inflate impressions, conversions, or other metrics; (e) not access another Tenant's data; (f) not use Audience Data except as permitted by clause 6 of the Advertiser Terms of Service; (g) treat OOHAi Media support and review staff with respect; (h) honour your settled invoices; and (i) maintain reasonable security on your Tenant credentials, including using two-factor authentication where offered.

6. Special protections

The following matters are taken with particular seriousness, and a single substantiated breach is grounds for immediate termination:

  • assault, sexual assault, or other physical violence;
  • racist or other discriminatory abuse;
  • driving under the influence of alcohol or drugs;
  • using the Platform to facilitate the abuse of a child or other vulnerable person;
  • weapons offences;
  • impersonation of a regulator or law-enforcement officer;
  • tampering with safety equipment in a manner that endangers another person;
  • false SOS activation that diverts emergency response.

7. Reporting and investigation

7.1 Internal reporting. A User may report a suspected breach of this Policy by:

  • in-app: the report-an-issue function in the Driver App, the Rider App, or the Advertiser Portal;
  • email: support@oz-ride.com (rideshare/taxi) or advertisers@oohai.com.au (advertising);
  • phone: +61 468 155 643;
  • post: addressed to the Privacy Officer at the relevant address.

7.2 Investigation. OZ Ride or OOHAi Media will: (a) acknowledge the report within 5 Business Days; (b) investigate proportionately to the seriousness of the matter; (c) where the matter involves a serious risk to safety, take immediate protective action (including account suspension); and (d) close the report with a determination that records the outcome and the rationale.

7.3 Confidentiality of reporters. Where a reporter requests confidentiality, OZ Ride or OOHAi Media will protect the reporter's identity to the extent reasonably possible, save where disclosure is required by law or to enable an effective response.

7.4 Co-operation with authorities. OZ Ride and OOHAi Media will co-operate with WA Police, the WA Department of Transport, the Australian Federal Police, and other authorities in relation to suspected criminal conduct, including by providing records and (where lawfully required) by responding to lawful information-disclosure requests.

8. Consequences

The consequences of a breach are determined by the seriousness, the harm caused, the User's history, and the User's response to the investigation. Available consequences include:

  • warning;
  • coaching or required training;
  • temporary suspension;
  • permanent termination;
  • forfeiture of accrued earnings, Wallet balances, or refunds (where the breach is fraudulent or otherwise warrants forfeiture);
  • referral to police or regulator;
  • civil action for damages;
  • public-safety steps (banning use of multiple accounts on the Platform).

9. Updates

OZ Ride and OOHAi Media may update this Policy from time to time. The current version is published at web.oz-ride.com/legal/acceptable-use and in the Advertiser Portal. A material update is notified at least 14 days before it takes effect.

End of Acceptable Use Policy.

This is the consumer-facing rendering of the v2 legal framework. The authoritative source is maintained at docs/legal/v2/ in the OZ Ride engineering repository. Material changes are notified at least 14 days in advance via in-app message and email per the relevant agreement.