Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses HKTaxi, including but not limited to drivers and passengers. It also includes interactions you may have with HKTaxi employees and contractors, through online support systems, or over the phone.* And, in some instances, our guidelines apply to conduct outside the HKTaxi Platform that we become aware of, including but not limited to information from other platforms, when such conduct may threaten the safety of the HKTaxi Platform.
Thank you for joining us to support and safeguard a welcoming environment.
The guidelines below help explain some of the specific kinds of positive community engagement on the HKTaxi Platform, as well as the behaviors or circumstances that may cause you to lose access to the HKTaxi Platform. There will always be unforeseen events that may ultimately lead to you losing access to the HKTaxi Platform and services, but the following guidelines—which we’ll update regularly—provide the basis for behavior we expect from all those in the HKTaxi community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with HKTaxi and may result in the loss of access to part or all of the HKTaxi Platform.
Please take a moment to read them.
Everyone who signs up for a HKTaxi account is required to follow HKTaxi’s Community Guidelines. They reflect the following 3 pillars and the guidelines in each of these sections.
Treat everyone with respect
Our community is remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.
Help keep one another safe
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these guidelines were written.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the HKTaxi Platform to do their part and adhere to the relevant laws and regulations, as well as airport rules and regulations where applicable.
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 HKTaxi Support team. Our team is continually improving our guidelines and policies, and your feedback is important so that we can take appropriate action to keep our guidelines relevant as our technology evolves.
Treat everyone in the HKTaxi community as you would like to be treated yourself: with respect. The actions you take while using the HKTaxi Platform can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently toward other people when using the HKTaxi Platform and interacting with others in the HKTaxi community—just as you would in any public place.
For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear, or slam doors. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilled drink—you’ll help ensure that everyone has a pleasant ride. Most importantly, remember that when you interact with others in the HKTaxi community you may meet people who may look different from you or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when interacting with others in the HKTaxi community. That’s why we’ve created guidelines on physical contact, sexual assault and misconduct, threatening and rude behavior, post-trip contact, discrimination, and property damage.
Don’t touch strangers or anyone you just met while using the HKTaxi Platform. Limited exceptions are permitted for people needing or requesting physical assistance. Hurting or intending to hurt anyone is never allowed.
Sexual assault and misconduct
We all value our personal space and privacy. It’s OK to chat with other people. But please don’t comment on someone’s appearance or ask about romantic or personal relationships. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behavior without explicit consent of the other person.
Personal space and privacy should be respected. The following list provides examples of inappropriate conduct but is not exhaustive.
Threatening and rude behavior
Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. For example, don’t share graphic images (such as those that are sexually explicit or depict physical violence) with others in the HKTaxi community; this includes unsolicited sharing of such images through HKTaxi’s support systems or in connection with an HKTaxi Platform experience. It may be a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Contact should end when the trip is complete, unless it's to return a lost item. Unwanted contact can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip or delivery has been completed. Do not share any unnecessary contact information.
You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behavior, including toward the HKTaxi Support team. Do not discriminate against someone based on traits such as their age, color, disability, gender identity, marital status, pregnancy, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under the relevant laws.
For example, it is unacceptable to:
Damaging property is never allowed. Some examples include damaging the car requested through the HKTaxi Platform, breaking or vandalizing a phone or tablet, intentionally spilling food or drink, smoking in a car, or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear.
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 is not allowed. To use the HKTaxi Platform, you need to register and maintain an 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 HKTaxi Platform. For example, drivers must complete the trip by themselves—with no exception.
Extra passengers and non-account passengers
When using HKTaxi Rides, no one other than the driver, the requesting passenger, and the passenger's guests are permitted in the vehicle. These guidelines apply unless our local guidelines, terms, or other policies say otherwise. When riding with HKTaxi, the account holder is responsible for the behavior of their entire party. If you request a ride for another adult, you’re held responsible for their behavior during their trip.
For an easy pickup, the HKTaxi Platform gives passengers identifying information about drivers and their vehicles, which may include license plate number, vehicle make and model, and driver contact number. Inaccurate or outdated information creates confusion among passengers and can diminish their experience using the HKTaxi app.
Drivers must complete trips using only approved vehicles. To provide accurate information, let us know your vehicle information and provide any updates to your documentation that may become invalid, like a driver’s license that’s about to expire.
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every driver, and every passenger—including those in the back seat—should always buckle up. Passengers should request a vehicle that has enough seat belts for everyone in their party and not travel in large groups that exceed the number of seat belts in the vehicle. Drivers can decline a ride if there are not enough seat belts in their vehicle for every passenger.
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to HKTaxi, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note the following:
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road and being well rested, so you can quickly react to any situation. We review reports of crashes and potentially unsafe driving behavior.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with HKTaxi, drivers are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts, and tires. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the vehicle manufacturer.
Share the road
Safe roadways means practicing safe behavior, which includes looking out for all travelers, regardless of how they get around.
HKTaxi may take additional measures to try to preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies, and public crisis situations.
For example, if HKTaxi receives notice from a public health authority that someone using the HKTaxi 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 HKTaxi Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the HKTaxi 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 HKTaxi Platform might present a danger.
We have standards based on applicable laws and regulations that everyone must follow. For example, using the HKTaxi Platform to commit any crime—such as transporting drugs, money laundering, commiting drug or human trafficking, or sexually exploiting children—or to violate any other laws 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 the rules of the road—including complying with traffic laws, signs, and signals—at all times when using the HKTaxi Platform.
All relevant licenses, permits, and any other legal documents required of drivers must be kept up to date. For example, all drivers are required by law to maintain a valid driver’s license, insurance, and vehicle registration.
We review reports of crashes or traffic citations that may have happened during a trip, and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Applicable traffic rules about parking may limit where drivers can park their vehicle when waiting for passengers to arrive or to exit a vehicle. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
For passengers, let your driver handle the driving. For example for passengers, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. For passengers, don't ask a driver to speed or to make illegal stops, dropoffs, or maneuvers.
Drivers and passengers should comply with applicable laws when traveling with infants and small children. Where the use of a car seat is required by law, it’s the passenger’s responsibility to provide and fit a suitable car seat, unless the applicable regulations, guidelines, terms, or other policies say otherwise. Children aged 12 and under should travel in the back seat.
Service animals and assistive devices
Drivers may not deny a ride to a passenger with a service animal or assistive devices (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws may prohibit drivers from denying service to passengers because of their service animals or assistive devices, and from otherwise discriminating against passengers with service animals or assistive devices. Knowingly refusing a passenger a trip because of their service animal or assistive devices may result in losing access to the HKTaxi Platform.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the HKTaxi Platform.
If you’re a driver, you cannot drive or bike while intoxicated. The law prohibits driving or biking while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a passenger who is too drunk or rowdy, you have the right to decline the trip for your own safety.
If you’re a passenger and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the vehicle and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to HKTaxi.
Passengers and their guests, as well as drivers and delivery people, are prohibited from carrying firearms while using the HKTaxi Platform, to the extent permitted by applicable law.
Deception can weaken trust and also be dangerous. 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 HKTaxi accounts, disputing charges or fees, and requesting credits. Only request fees 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 increasing the time or distance of a trip for fraudulent purposes or otherwise; accepting trip requests without the intention to complete, including provoking passengers to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, accepting, or completing fraudulent or falsified trips; actions intended to disrupt or manipulate the normal functioning of the platform and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
Street hails and off-platform pickups
To enhance the safety of each experience and in compliance with local laws (where applicable), all trips on the HKTaxi Platform must be arranged through the HKTaxi app.
Drivers are prohibited from:
Losing access to the HKTaxi Platform may be disruptive to your life or to your business. That’s why we believe it is important to have clear guidelines that explain the circumstances in which you may lose access to the HKTaxi Platform. If you violate any terms of your contractual agreement with HKTaxi, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and guidelines that are communicated by HKTaxi to you from time to time, you can lose access to all or part of the HKTaxi Platform. If you have more than one HKTaxi account, such as a passenger account and a driver account, violating the Community Guidelines could also lead you to lose access to all HKTaxi accounts. If you believe an error caused you to lose access to your account, you may contact the HKTaxi Support team.
HKTaxi receives feedback through a variety of channels, reviews reports submitted to our Support team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behavior, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete.
Not following any one of our guidelines may result in the loss of access to all or part of the HKTaxi Platform. This can include violations of our Community Guidelines and certain actions you may take outside of the HKTaxi Platform, including but not limited to information from other platforms including any affiliate or partner services or platforms operated by or connected with HK Taxi or its affiliates, subsidiaries or related parties, if we determine that those actions threaten the safety of the HKTaxi community, our employees, and contractors, or cause harm to HKTaxi’s brand, reputation, or business. And if the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to the HKTaxi Platform. Any behavior involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity, while using the HKTaxi Platform can result in the immediate loss of access to the HKTaxi Platfrom. Additionally, when law enforcement is involved, we will cooperate with their investigation.
*Note: Drivers are not agents (actual, ostensible, or otherwise) or employees of HKTaxi. Drivers do not act pursuant to any authority (actual, apparent, or otherwise). They are independent third-party providers.