We welcome people from around the world to have positive experiences on the SPREE.LIMO platform by following our Ride Hailing Community Guidelines principles. So as to connect with others in our our marketplace and community we serve.
Our goal is to ensure that we create a safe and respectful working environment for our employees, customers and all stakeholders, free from stress and harm caused by any form of unreasonable behavior or abuse.
We maintain a set of Community Guidelines that include rules and standards when using SPREE.LIMO Ride Hailing app to help ensure a safe, trusted and reliable experience. These guidelines apply to anyone on our SPREE.LIMO Ride Hailing Services platform.
Anyone who uses SPREE.LIMO’s marketplace platform is expected to follow the Community Guidelines— including but not limited to Riders, Driver partners, businesses and vendors.
These guidelines are developed to help make everyone feel safe, respectful and generate positive experience on our SPREE Rides. They apply to anyone who use the SPREE.LIMO Ride Hailing Services offered by GROUP20.LIMO LLP.
It also includes interactions you may have with GROUP20.LIMO employees and contractors, including at SPREE.LIMO Customer Support Center, or over the phone.
Not following any one of our Community Guidelines and Driver’s Code of Conduct can constitute a material breach or violation of the terms of your agreement with SPREE.LIMO (GROUP20.LIMO LLP) and may result in the loss of access to part or all of the SPREE.LIMO Ride Hailing Services. Please take a moment to read carefully and understand the guidelines.
Our priority is to get everyone onboard from point A to B safely. Please ensure that you follow local traffic law and regulations.
All Driver partners have a shared responsibility when it comes to personal safety and the safety of others at GROUP20.LIMO.
We may deactivate the account of a driver partner who receives multiple complaints or a single serious complaint of poor, unsafe or distracted driving while using the GROUP20.LIMO mobile app. For example: driving at an unsafe speed; using a mobile phone without a mount; and failure to stop when required, such as at stop signs.
If you are a Driver partner using the GROUP20.LIMO mobile app, your account may be temporarily blocked, deactivated or permanently suspended if there is a breach of the Driver’s Code of Conduct.
We believe it is important to have clear policies that explain the circumstances in which you may be denied access to the GROUP20.LIMO mobile app.
There will always be unforeseen events or circumstances that may lead to deactivation, this policy may not capture every possible scenario, but the general categories for deactivation and suspension are:
Driver partners may or may not find out or if we decide to inform you about the decisions we make under such policies. This policy may be updated from time to time as needed, and we will notify all Drivers partners if there are significant changes.
Service Quality
Riders who use the SPREE.LIMO Ride hailing app expect our Driver partners to provide world class services. Being courteous, professional and drive safely at all times are part and parcel of our service standards.
The higher the quality of service would generate positive experience so that more Riders would return and book our SPREE Rides, which in turn means more opportunities for drivers to earn income.
There are several indicators of a Driver partner’s service quality, with the most important being Star Ratings, Cancellation Rate and Acceptance Rate.
Star Ratings
Drivers may lose access to GROUP20.LIMO mobile app if they don’t meet the Star Ratings requirements as set out below in these Community Guidelines.
To maintain a consistent minimum Star Rating of 4.6
Cancellation Rate
A driver cancellation is when a driver partner accepts a trip or job request and then cancels the trip or job.
Cancellations create a poor rider experience. They also negatively affect other drivers who missed out on the chance to accept that ride/job request.
We understand that there may be times when something comes up that causes a driver to cancel a confirmed job, but minimizing cancellations is critical for the reliability of the system.
How is my cancellation rate calculated? Your cancellation rate is based on the number of trips you cancelled out of the total number of trips you accepted. For example, if you’ve accepted 100 trips and 4 of them were cancelled by you, your cancellation rate would be 4%.
High-quality drivers typically have a low cancellation rate less than 3%.
What leads to deactivation? Each city has a maximum cancellation rate. You may receive notifications if your cancellation rate is higher than the city maximum, after which you may not be able to go online with the GROUP20.LIMO mobile app for a short period of time.
If your cancellation rate continues to exceed the maximum limit, your GROUP20.LIMO partner account may be deactivated or suspended after repeated reminders and notices.
Acceptance Rates
Do not go online if you are not ready to accept jobs.
High acceptance rates are a critical part of high service quality. Not accepting trip or job requests may lead to deactivation.
Consistently accepting trip or job requests helps maximize earnings for drivers and keeps the system running smoothly.
We know that sometimes things come up that prevent you from accepting every trip request, but not accepting trip requests causes delays and degrades the reliability of the system.
If you are not consistently accepting trip or job requests while you are logged in to the GROUP20.LIMO mobile app, you may be logged out for a limited period of time. This helps ensure that drivers who are online are ready to accept trips. That protects the quality of the system as riders are matched with available drivers as efficiently as possible.
Fraud
Fraudulent activity undermines the trust upon which SPREE.LIMO is built. We monitor our systems to detect riders and drivers who may be acting fraudulently or attempting to game our systems.
What leads to deactivation?
We may deactivate any account(s) associated with fraudulent activity, including:
We are committed to maintaining a respectful environment for all stakeholders on our platform and in the community. We do not tolerate any kind of harassment or abusive behaviour on our SPREE.LIMO / GROUP20.LIMO platform.
Customer harassment has significant negative impacts on our employees, riders and driver partners including psychological stress, decreased morale and potential physical harm. Employees and driver partners who are regularly subjected to such behavior may experience burnout, anxiety, or other mental health issues.
The following actions or behaviour are prohibited by law:
Basic Mutual Respect & Understanding
Treat your fellow SPREE.LIMO users or drivers as you would like to be treated yourself: Basic mutual respect.
The actions you take and how you conducts oneself while using the SPREE.LIMO Services can have a big impact on the safety and comfort of others. Be respectful and show courtesy towards others.
Always show patience and understanding. Your impatience and rush will compromise the safety of the driver and all other road users. Delays are common due to foul weather or traffic conditions. Delays and disruptions are part and parcel of any vibrant city. It is common courtesy not to shout, swear or slam car doors just because of a slight delay.
You are expected to exercise good judgment and behave decently towards our driver partners in response to any particular situation when you are on our SPREE Rides. Just as you would in any public space.
Customer harassment specifically refers to actions by Riders, Driver partners or anyone on the SPREE.LIMO platform that go beyond legitimate requests or feedback; and instead involve unreasonable, excessive or harmful behavior towards one another.
Not all complaints or demands from customers are inappropriate or constitute harassment. There are instances where customers raise legitimate concerns about our products and services, seeking improvements or redress. However, customer harassment occurs when these complaints cross the line into excessive or abusive demands that are unfair, unreasonable or even malicious.
Characteristics of Customer Harassment
Unreasonable Demands:
Customers may make demands that are excessive and cannot be reasonably fulfilled by the company, employees or Driver partners. These demands often have no basis in the product or service’s quality or performance and are instead driven by the customer’s personal frustrations or desires to exert control.
Malicious Claims:
Customers may engage in making false or misleading claims about our products or services, with the intent of gaining undue benefits, refunds, or other concessions. These claims are not grounded in actual faults or issues but are instead fabricated or exaggerated to manipulate the company.
Abusive Behavior:
Customer harassment can also include verbal or physical abuse directed at employees, Riders or Driver partners. This behavior is often intended to intimidate or pressure the employee, Riders or Driver partners into complying with the customer’s unreasonable demands.
With the increasing use of social media, review sites, and other online platforms, SPREE.LIMO is prepared to manage and mitigate the impact of online harassment.
Nature of Online Harassment
The definition of online harassment involves any form of abusive or harmful behavior that occurs through digital platforms. This can include defamatory comments, fake reviews, threats, and other negative actions that damage the reputation of the company or its employees. Online harassment can be just as damaging as in-person harassment, both for the individuals targeted and for our company’s public image.
Common Platforms
Common platforms where online harassment may occur, including social media sites (e.g., Twitter – X.com, Instagram, TikTok, Facebook, Pinterest, WhatsApp, Wechat, LINE, Youtube), review sites (e.g., Google Reviews, Yelp), company websites, and any other online forums. Harassment on these platforms can be particularly challenging to manage due to the public and often viral nature of online content.
Reputational Damage
Negative comments or false accusations made online can quickly spread, potentially damaging our company’s reputation. Even if the claims are unfounded, the viral nature of the internet can amplify the negative impact, leading to a loss of trust among customers and the broader community.
Stakeholders’ well-being
Employees, Riders and Driver partners who are targeted by online harassment may experience significant stress, anxiety, and a sense of privacy violation. The adverse effects can create long-lasting depression and detrimental to their mental health.
Legal Recourse
If the content violates the terms of service of our platform where it was posted, our company will request its immediate removal. This may involve reporting the content to the platform administrators or taking legal action if necessary.
We may consider pursuing legal action against individuals or entities responsible for defamatory statements or online harassment. This could involve filing a lawsuit for defamation, seeking damages, or obtaining a court order to remove the harmful content.
GROUP20.LIMO takes incident reports of discriminatory behavior and racism very seriously.
GROUP20.LIMO prohibits any form of discrimination. You should always feel safe, secure and welcomed.
We do not tolerate conduct if we determine that you are in a situation subject to discrimination.
Do not discriminate against someone based on traits such as their age, color, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views or any other characteristic protected under relevant law.
It is unacceptable to reject or use our services based on characteristics like a person’s age, color, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views or any other characteristic protected under relevant laws.
It is also unacceptable to rate another user based on these traits.
Any user refusing to provide or accept services based on any of the above mentioned characteristics would have violated this prohibition will lose access to SPREE.LIMO Ride Hailing Services.
Do not use aggressive, confrontational, or engage in harassing behavior. Do not use abusive or foul language or make gestures that could be disrespectful, threatening, or inappropriate.
Always stay away from personal and sensitive topics like religion and political beliefs.
Any behavior involving discrimination, violence, harassment, or illegal and unsafe activity while using the SPREE.LIMO platform can result in permanent ban or suspension of your SPREE.LIMO account.
The following list provides examples of inappropriate conduct, but is not exhaustive.
Driver partners are required to be in proper attire with a minimum dress code.
Smart casual or business attire is highly recommended.
No shorts, bermudas, slippers, sandals, flip-flops, singlets or T-shirts are allowed when you are on the job.
We will not hesitate to report to the relevant authorities if you are suspected to have committed the following illegal acts. You may be penalized under prevailing laws in the event of any theft, robbery, acts of vandalism, or damage to the driver’s vehicle or other property.
Do not use SPREE.LIMO as a platform to transport or transfer any illegal items including electronic vaporizers and related components, drugs, weapons and hazardous materials.
We may also deactivate the account of a Driver partner who receives several unconfirmed complaints of drug or alcohol use during a ride.
GROUP20.LIMO mobile app is designed to help Riders identify their drivers and vehicles that was dispatched. Driver’s name, profile picture, vehicle model and license plate number would be displayed before the trip begins.
Inaccurate or outdated driver information creates confusion among riders and can diminish their experience with the SPREE.LIMO platform.
We may deactivate the account of a driver for activities such as:
Driver Screening
All driver partners onboarding the GROUP20.LIMO mobile app are required to undergo a screening process, which may include driving history on other ride hailing apps and criminal record checks, to ensure safety and compliance with our internal standards and criteria.
We may deactivate the account of a driver if an updated driving screening check reveals a violation of GROUP20.LIMO’s safety standards or of other criteria required by local regulators.
GROUP20.LIMO is committed to following all applicable laws in the country that we serve.
Everyone is responsible for knowing and obeying all applicable laws and regulations at all times when using the SPREE.LIMO Services. This includes airport rules and regulations and the rules of the road, such as speed limit and traffic laws and regulations.
To maintain the transparency and safety of the GROUP20.LIMO platform for all users, activities conducted outside of the monitored system of the GROUP20.LIMO mobile app – like anonymous pickups are prohibited.
What leads to deactivation?
We may deactivate the account of a Driver partner for activities such as: accepting illegal street hails while using the GROUP20.LIMO app; harming the SPREE.LIMO business or brand, like unauthorized use of SPREE.LIMO‘s trademark or other intellectual property, discouraging riders or drivers from using the SPREE.LIMO, GROUP20.LIMO platform, or otherwise violating the Driver partner’s terms of agreement with GROUP20.LIMO and soliciting payment outside the SPREE.LIMO system.
GROUP20.LIMO provides best-in-class Limousine Concierge, Ride-hailing and World Class Airport Transfer Services.
