Code of Conduct: Consumer

In order to Drive Southeast Asia Forward, we need everyone in our community to work together towards a Safer Everyday. By using Move It as a passenger or consumer, you are bound by the following Code of Conduct, in addition to our Terms of Service and the local laws where you use Move It. If you’re found to be in breach of the following guidelines, Move It may take action including temporarily or permanently suspending your account.

Respect Our Move It Users & Ecosystem

Assault, harassment or abuse of any kind will not be tolerated. 

The following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. You may not attempt to contact your driver or fellow passengers after the trip, unless it’s to arrange the return of a lost item. You hereby acknowledge and understand that Move It is a fully committed entity for respecting the enforcement of human rights, justice and gender equality, and implementing a ZERO TOLERANCE POLICY for ANY KIND AND FORM OF SEXUAL VIOLENCE, to repel any misinterpretation for addressing sexual violence, and to support law enforcement efforts against perpetrators and the recovery of the sexual violence victims. Such commitment includes the prevention and handling of any sexual violence case in the use of Services.

Follow road safety laws.

Do not ask your driver to speed or commit traffic violations, including stopping at unsafe or illegal locations. Make sure to wear a helmet when riding a motorcycle. 

Theft, robbery, or property damage will not be tolerated.

You may be penalized under the prevailing law in the event of any theft, robbery, acts of vandalism, or damage to the driver’s vehicle or other property.

Illegal or prohibited items must not be brought inside the vehicle.

If you suspect your driver is under the influence of drugs or other prohibited substances, you have the right to end the trip immediately and alert the authorities. Likewise, do not use Move It as a platform to transport drugs or other prohibited items.

Unsubstantiated claims and fraudulent activities are prohibited.

You should not claim refund or in any way demand compensation for claims which are unsubstantiated, fraudulent, or otherwise false. Using multiple accounts to commit fraudulent activity is prohibited. 

 

Respect Your Driver

 

Show up and be on time. 

Book when you’re ready to travel. Show up for your ride – and be punctual. Don’t cancel without good reason. 

Ensure a seamless pickup.

Choose the correct Pick Up location. Communicate with your driver to find each other’s Pick Up location with ease. Confirm your driver’s identity before boarding the vehicle (Move It) or handing over your parcel (Express Saver by Grab).

Ensure a seamless drop-off. 

For all Move It and Express Saver by Grab bookings, ensure your Drop-Off location is accurate and safe before booking. All our drivers are trained to follow the route suggested by the GPS. 

Be polite and respectful. 

Treat your driver with respect at all times. Don’t smoke/ vape. Don’t litter, spit, vomit, shout, swear, or consume food or drinks. 

Leave nothing behind.

Remember to bring your belongings & trash with you. 

Rate your driver fairly.

After every trip or delivery, show your appreciation for your driver or delivery partner by rating the trip and providing feedback.

Respect your driver’s privacy. 

Don’t keep or share personal details about your driver or delivery partner. Keep up to date with our Privacy Policy here. You are required to maintain the confidentiality of any personal data (such as names and mobile numbers) that you acquire. Unauthorized collection, utilization, or disclosure of our users’ personal data is strictly prohibited. Sharing or posting personal identifiable information of consumers, driver-partners, or Move It employees on social media, WhatsApp, or public platforms without their consent or in a defamatory manner is strictly prohibited. 

In case of emergency…

Always call the authorities first. Once all parties are safe and authorities have been notified, contact Move It to report the incident. You will be penalized using the Move It Emergency Hotline for Non-Emergency matters or for reporting fake incidents or emergencies.

 

Be a Good Move It Citizen

Comply with our Terms.

You must be 18 years old and above to hold a Move It account. Do not book a ride on behalf of a stranger. Keep up to date with our other Terms of Service here.

Use the right service. 

Are you traveling with lots of luggage? Do you need to send an item to a friend? Choose the right Move It service for your needs, or your driver/deliver-partner may refuse to take you.

Use the service properly.

Don’t use Move It to deliver unaccompanied goods (unless you’re using Express Saver by Grab). Don’t overload the vehicle with luggage or use the service for moving house. For Express Saver by Grab, abide by the maximum weight and volume recommendations. Don’t make arrangements with drivers outside the application – we can’t provide support or help to ensure your safety.

Act in good faith.

Do not share accounts or create duplicate accounts. Always provide truthful information when creating and accessing your accounts, disputing charges or fees, or when writing in to provide feedback. Use offers and promotions only as intended.

Make the correct payment.

Check your mode of payment (including any promo or rewards codes) before booking. Confirm the final fare (including any tolls) before alighting. Always pay the correct fare as displayed on the Move It app. 

Your account, your responsibility.

Keep your account details up to date. Only access your account through the official Move It app. Keep your password private. Don’t respond to any requests for your login details. If you see or hear something suspicious, reach out to us.

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Examples of Infringement

Infringement Category

1.Hindi pagdalo sa refresher training dala ng paglabag ng Driver Guidelines na ito

Actions for Infringement

      • First Offence: Interview and Suspension – 5 days
      • Second Offence: BAN

2. Kabiguang makumpleto ang anumang mandatory training na required ng Move It

Actions for Infringement

      • First Offence: Interview and Suspension – 5 days
      • Second Offence: BAN

Examples of Infringement

Infringement Category

1.Pag-post o pag-share sa social media o anumang messaging app ng personal na impormasyon ng pasahero, eater, sender, customer, merchant, o empleyado ng Move It

Actions for Infringement

    • First Offence: BAN

Examples of Infringement

Infringement Category

1. Paggamit ng bulgar o hindi angkop na mga salita sa anumang anyo laban sa pasahero, sender, eater, merchant, kapwa driver/delivery-partner, o sa mga empleyado ng Move It bago, habang, o matapos ang trip/delivery. Kasama na rito ang pag-popost nito sa Social Media. Halimbawa nito ang pagkumento ng “Ang taba mo naman” o “Ang sexy mo naman” sa anumang anyo verbal o text man.

Actions for Infringement

  • First Offence: Suspension – 3 days w/ Retraining
  • Second Offence: BAN 

2. Lahat ng klase at anyo ng verbal/written harassment o pagbabanta laban sa pasahero, sender, eater, customer, o merchant. bago, habang, o pagkatapos ng trip/delivery. Halimbawa, ang pagbabanta ng “Susuntukin kita!” o “Sasaktan kita” sa anumang anyo text man o personal.

Actions for Infringement

  • First Offence: BAN 

3. Lahat ng klase at anyo ng physical harassment laban sa pasahero, sender, eater, o merchant. Kasama rito ang paggawa ng criminal acts sa platform tulad ng physical/sexual assault, rape, murder, at kidnap

Actions for Infringement

  • First Offence: BAN

4. Pag-asal o pakikipag-usap sa sekswal na paraan sa pasahero, sender, eater, merchant o kapwa driver/delivery-partner. Halimbawa nito ang pagtapik o paghawak sa legs o anumang parte ng katawan ng pasahero, o pagtitig sa suot o katawan ng pasahero, o mga pagtatanong/pagbibigay ng sexual questions/ suggestions.

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1.Pagiging sanhi ng minor injuries o damages dahil sa careless o reckless driving

Actions for Infringement

    • First Offence: BAN

2. Pagiging sanhi ng major injuries o death (pagkamatay) dahil sa careless o reckless driving

Actions for Infringement

  • First Offence: BAN

3. Ang driver/delivery-partner ay may criminal offense o nasasailalim sa criminal na imbestigasyon ng mga awtoridad

Actions for Infringement

  • First Offence: BAN – Can be reinstated if court clearance is applied

4. Pagkabigo na ibalik ang item sa nagpadala sa loob ng naibigay na timeframe
Santions

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1. Violation of any traffic rules and regulation.

Actions for Infringement

    • First Offence: Suspension 3 days 
    • Second Offence: BAN 

2. Using product for something other than intended use (e.g. motorbike to transport people and Car to deliver goods)

Actions for Infringement

    • First Offence: BAN

3. Stopped by police for riding without a helmet

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1.Posession ng drugs o anumang drug-related offences

Actions for Infringement

  • First Offence: BAN

2.Pagmamaneho habang nasa impluwensya ng droga o alcohol

Actions for Infringement

  • First Offence: BAN

3. Pagtataglay ng anumang armas

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1.Paggamit ng ibang sasakyan/plaka/account kumpara sa nakalagay sa app

Actions for Infringement

  • First Offence: BAN

2.Paggamit ng sasakyan na wala sa kondisyon o poor quality tulad ng may amoy, madumi, o may damage na sasakyan

Actions for Infringement

  • First Offence: Suspension – 2 days with retraining
  • Second Offence: Suspension – 5 days with retraining
  • Third Offence: BAN 

3.Pinayagan ang ibang tao na gamitin ang kanilang sasakyan, lisensya ng Move It Rider sa paggawa ng mga trabaho sa Move It 

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1.Hindi pagsunod sa Safety and Health Protocols alinsunod sa Road Safety at Government guidelines.

Actions for Infringement

  • First Offence: Suspension until Driver Partner complies

Examples of Infringement

Infringement Category

1.Paggamit ng anumang pananalita sa salita man o sa pamamagitan ng mga text message na maaaring magkomento sa lahi, relihiyon, nasyonalidad, pananaw sa pulitika, kapansanan, oryentasyong sekswal, kasarian, edad o iba pang katangian.

Actions for Infringement

    • First Offence: BAN

Examples of Infringement

Infringement Category

1.Pagkabigong makamit ang mga patakaran ng Move It na may kaugnayan sa Quality Framework ng Driver at Rider

Actions for Infringement

  • First Offence: Suspension – 3 days
  • Second Offence: Suspension – 5 days
  • Third Offence: BAN

Examples of Infringement

Infringement Category

1.Pagkuha ng pasahero kasama ang iba pang pasahero sa sasakyan 

Actions for Infringement

  • First Offence: BAN

2.Pangongolekta ng fare na hindi naaayon sa nakalagay sa app. Kasama na rito ang pamimilit sa ng pasahero na magbayad ng cash kahit na naka-Move It Wallet ang booking, hindi pagbibigay ng tamang sukli, at maling pag-edit final fare.

Actions for Infringement

  • First Offence: Supension with 3 days retraining
  • Second Offence: BAN

3.Sinasadyang pag-delay ng trip sa pamamagitan ng hindi pagsunod sa mungkahi na ruta sa mapa

Actions for Infringement

  • First Offence: Suspension – 3 days 
  • Second Offence: BAN

Examples of Infringement

Infringement Category

1.Paninigarilyo sa loob ng sasakyan habang may pasahero.

Actions for Infringement

    • First Offence: Suspension – 3 days, with retraining 
    • Second Offence: BAN

2. Walang cleanliness, personal hygiene and inappropriate attire/gear for Move It uniform, vest, closed shoes and helmet. 

Actions for Infringement

    • First Offence: Suspension – 1 day, with retraining
    • Second Offence: Suspension – 3 days, with retraining
    • Third Offence: BAN

Examples of Infringement

Infringement Category

1.Sinasadyang pag-pick-up ng pasahero ng ibang rider-partner

Actions for Infringement

    • First Offence:  Suspension – 3 days
    • Second Offence: Suspension – 1 week
    • Third Offence: BAN  

2. Pag-drop-off sa pasahero sa hindi tamang lugar o drop-off point

Actions for Infringement

    • First Offence:  Suspension – 3 days
    • Second Offence: Suspension – 1 week
    • Third Offence: BAN

Examples of Infringement

Infringement Category

1. Hindi pag-report sa Move It kung nasangkot sa anumang road accident

Actions for Infringement

      • First Offence: Suspension – 3 days, with retraining
      • Second Offence: Suspension – 1 week, with retraining
      • Third Offence: BAN

2. Reporting fake incidents or emergencies

Actions for Infringement

        • First Offence: BAN

Examples of Infringement

Infringement Category

1. Anumang uri ng gaming ng incentives, fares o anumang nakakaapekto sa kita. Kasama na rito ang pangugnguntsyaba sa pasahero, peer, Move It employee, kapwa rider-partner pati narin ang paggawa o paggamit ng fake bookings o accounts.

Actions for Infringement

  • First Offence: BAN

2. Nagdudulot ng kaguluhan sa publiko o istorbo sa publiko dahil sa mga aksyon ng driver (hal. paggawa ng hindi katanggap tanggap na gawain tulad ng away o sigawan sa publiko.)

Actions for Infringement

  • First Offence: BAN

3. Sinadya na gumamit ng may sirang aparato / handphone na nagpapahina sa GPSS

Actions for Infringement

  • First Offence: Suspension – 3 days
  • Second Offence: Suspension until dax changes phone

4. Pagpatay ng GPS o mobile data habang nasa biyahe

Actions for Infringement

  • First Offence: BAN

5. Pananatili ng mga gamit na pag-aari ni pax na naiwan sa sasakyan o nabigong ihatid sa pasahero ng higit sa 48 oras

Actions for Infringement

  • First Offence: BAN (Suspended until return)
  • Second Offence: BAN

6. Paggamit ng modified app o 3rd party applications na hindi pinapahintulutan ng Move It

Actions for Infringement

  • First Offence: BAN

7. Palsipikasyon o forging ng anumang dokumento na isinumite sa Move It o sa mga regulators

Actions for Infringement

  • First Offence: BAN

8. Pagbebenta/pagpapahiram ng Move It gear

Actions for Infringement

  • First Offence: BAN

9. Pagdalo sa mga political rally, demonstrasyon, o nangangampanya habang kinikilala ang sarili bilang Move It, o nakasuot ng Move It attire (kung online man o wala sa platform)

Actions for Infringement

  • First Offence: BAN

10. Pang-uudyok, pang-istorbo, panggagambala sa operasyon ng Move It, at alinman sa mga stakeholder nito na kinabibilangan ng mga Driver at Pasahero
Actions for Infringement

  • First Offence: BAN

11. Pagpakalat ng maling impormasyon o anumang mga gawain na makakaapekto sa reputasyon ng Move It.

Actions for Infringement

  • First Offence: BAN

12. Pagkabigong sumunod sa  Gear Compliance Check.

Actions for Infringement

  • First Offence: Suspension 3 days + training
  • Second Offence: Suspension 5 days + training
  • Third Offence: BAN

Examples of Infringement

Infringement Category

1.Anumang uri ng pananakit at / o pagbabanta sa kawani ng Move It o mga external parties sa Driver Center / Move It office

Actions for Infringement

  • First Offence: BAN

Examples of Infringement

Infringement Category

1.Pagmamaneho nang walang valid driving license o vocational license (hindi kasama ang mga cyclists at walkers)

Actions for Infringement

  • First Offence: Suspend until submission of valid license
  • Second Offence: BAN 

2. Pagmamaneho ng walang valid vehicle requirements mula TWG

Actions for Infringement

  • First Offence: Suspend until submission of valid license
  • Second Offence: BAN
  •  

3. Hindi pagsunod sa anumang kinakailangan ng gobyerno/regulasyon, tulad ng mga kaugnay na Memorandum Circulars ng TWG

Actions for Infringement

  • First Offence: Suspension – 3 days
  • Second Offence: BAN – name and license number to be submitted to TWG
    •  

4. Exterior ad ng motorsiklo habang nasa pagbiyahe nang walang kaukulang permit mula sa LTFRB at DICT na naproseso sa pamamagitan ng Move It (kasama ngunit hindi limitado sa sampling, mga balot ng bisikleta, mga board ng bisikleta)

Penalties for Violation

  • First Offence: Suspension – 3 days, ad removal or permit required
  • Second Offence: BAN
        •  

5. False declaration ng criminal record

Actions for Violation

  • First Offence: BAN
            •