Code of Conduct

BEHAVIOUR

Conductor is a community of Passengers and Car Owners who share vehicles every week. Trust between us is the reason the Platform works. This Code sets out what everyone agrees to do and, more importantly, what nobody may do — with the sanctions that follow when the line is crossed.

1. Scope & values

1. Who this applies to. This Code applies to every User of the Platform — Passenger, Car Owner, or both — and to their conduct in-app, at pickup and drop-off, inside a Vehicle, and in any Platform-facilitated communication.
2. Values we operate by.
   • Respect. Every person in the Vehicle is a colleague, a professional, a neighbour.
   • Punctuality. The schedule is the product; keeping it protects everyone’s time.
   • Honesty. Identity is verified for a reason; ratings, chat, and refund claims must be truthful.
   • Safety. If it is not safe, we don’t do it — whether that means not driving, not boarding, or not staying quiet.
3. How the Code is enforced. Our Trust & Safety team uses in-app evidence (GPS traces, chat logs, attendance flags, ratings, photos, dispute records) together with any report or evidence you submit. Enforcement decisions are recorded against the account and, where applicable, the underlying verified identity.

2. Zero-tolerance conduct

The following conduct results in immediate termination of the offender’s account, an identity-level ban that prevents re-registration under any name, and (where warranted) referral to law-enforcement.

1. Physical violence or assault against a Passenger, Car Owner, or any third party in connection with a Trip.
2. Sexual misconduct of any kind — including unwanted touching, sexual comments, sexual coercion, indecent exposure, requests for sexual acts, sending sexual content in-app, or any conduct that would constitute a sexual offence under Nigerian law.
3. Weapons and prohibited items — firearms, ammunition, explosives, chemical or biological hazards, illegal drugs (as defined by Nigerian law), or any item whose possession is a criminal offence.
4. Driving under the influence. Any Car Owner found to be operating a Vehicle under the influence of alcohol, controlled substances, or any impairing medication is permanently banned.
5. Reckless driving causing serious risk or harm — including street-racing, dangerous overtaking, or gross violation of traffic law that endangers occupants.
6. Human trafficking, kidnapping, or unlawful detention of any person via the Platform.
7. Identity fraud — using another person’s NIN, licence, or documents; falsifying vehicle papers; or evading a ban by re-registering under a different identity.
8. Hate conduct — slurs, symbols, or targeted abuse based on race, tribe, ethnicity, nationality, religion, gender, gender identity, sexual orientation, disability, or any other protected characteristic.
9. Threats and stalking — credible threats of harm, following a User off-platform, or repeated unwanted contact after being asked to stop.
10. Retaliation against a User for reporting an incident, cooperating with an investigation, or leaving an honest rating.

3. Serious violations

The following conduct is investigated and typically results in extended suspension (7 to 90 days) or, on repetition or aggravating facts, termination.

1. Verbal abuse, insults, or intimidation that falls short of a criminal threat.
2. Discrimination in booking, boarding, seating, or service that does not rise to hate conduct but visibly disadvantages a User on a protected ground.
3. Chronic no-show or last-minute cancellation that materially impacts the schedule of other Users.
4. Repeated route deviation by a Car Owner without lawful cause.
5. Off-platform payments. Soliciting or accepting cash, bank transfer, or any other off-platform value for a Trip.
6. Passenger transfer / seat resale without the Car Owner’s knowledge and Platform approval.
7. Fraudulent refund claims, false SOS activations, or false incident reports.
8. Damage to the Vehicle caused by a Passenger’s deliberate act or gross negligence.
9. Damage to a Passenger’s property caused by a Car Owner’s deliberate act or gross negligence.
10. Publishing a Vehicle that is unroadworthy, uninsured, or missing required documents.
11. Manipulation of ratings, referrals, or promotions — including creating accounts to boost oneself, colluding to inflate ratings, or exploiting referral loopholes.
12. Recording or photographing another User inside the Vehicle without their consent, other than incidental capture through Platform safety tooling.

4. Minor violations

The following conduct typically results in a warning or a short suspension (24 to 72 hours) for repeat occurrences.

1. Occasional lateness beyond the published grace period.
2. Rudeness in chat or at pickup that does not rise to abuse.
3. Failure to wear a seat belt after being reminded.
4. Eating, smoking, or vaping in the Vehicle without the Car Owner’s permission.
5. Playing personal audio at volume without earphones.
6. A Vehicle presented in visibly unclean condition.
7. Non-critical documents lapsing briefly before renewal.
8. Publishing a Trip whose stated route and actual route materially diverge on isolated occasions.

5. Sanctions ladder

Sanctions are proportionate to the conduct, aggravated by pattern, and always subject to the specific facts. In broad terms:

1. Warning. Recorded on your account; no restriction on service.
2. Feature restriction. Temporary loss of a specific feature (e.g. no publishing, no wallet withdrawal) while a review is completed.
3. Short suspension. Account inactive for 24 – 72 hours; existing Bookings honoured or refunded per the Refund Policy.
4. Extended suspension. Account inactive for 7 – 90 days; Bookings cancelled with refund; funds in Wallet subject to normal payout rules.
5. Termination. Account permanently closed. Withdrawable Wallet funds are paid out subject to identity verification and fraud checks.
6. Identity-level ban. Applied in addition to termination for zero-tolerance conduct. The verified identity (NIN + face) is blocked from re-registration under any name or phone number.
7. Suspension carry-over. A suspension in effect at the time an account is closed carries forward to any subsequent re-registration by the same verified identity, unless the sanction has expired or been lifted on appeal.
8. Referral to authorities. Where conduct amounts to a criminal offence, the Company may report to and cooperate with the Nigeria Police Force, FRSC, NDLEA, or other competent authority, and may preserve and disclose evidence in accordance with law.

6. Appeals

1. Warnings, feature restrictions, and short suspensions are recorded but not routinely appealable; you may raise the matter with support.
2. Extended suspensions and terminations are appealable. Open the notification in the app or email appeals@conductor.ng within fourteen (14) days of the sanction.
3. Appeals are decided by a person who was not part of the original decision, using the same evidence available to that decision plus any new evidence you supply.
4. The Company’s decision on appeal is final for Platform-access purposes, without prejudice to any legal right you may have.

7. Reporting an incident

1. In immediate danger: tap in-app SOS and, in parallel, call 112 or your local police service.
2. After the fact: open the affected Trip-Day in the app and tap “Report an issue”. Attach photographs, screenshots, or a written statement.
3. General reports: email safety@conductor.ng. All reports are treated in confidence, subject to lawful disclosure.
4. Retaliation is a zero-tolerance breach. Retaliating against a User who reports in good faith is grounds for termination and identity-level ban.