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.
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.
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.