POLICIES
NON-DISCRIMINATION POLICY
In accordance with our community guidelines, TO GO does not tolerate discrimination against riders or drivers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law.
Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics.
Any rider or driver found to have violated this standard will lose access to the TO GO app.
ZERO TOLERANCE POLICY
Zero Tolerance Policy
Every driver or delivery person who uses the TO GO platform has a responsibility to drive safely and follow the established rules of the road. TO GO has a zero-tolerance policy for the use of alcohol or drugs by drivers using TO GO’s Driver app. If we receive reports of suspected impaired driving, the driver or delivery person may lose access to their account, as stated in their agreement with TO GO.*
What is suspected impaired driving?
A driver or delivery person, by law, may not drive or bike while using alcohol, drugs, or any other substance that impairs their ability to safely operate a vehicle. That includes having open containers of alcohol or drugs in a vehicle while using the TO GO apps.
What is a report of impaired driving?
A report of suspected impaired driving includes a report from any person that explicitly alleges that the driver or delivery person was using, in possession of, or appeared to be impaired by drugs or alcohol, or that the vehicle smelled like alcohol or other drugs.
How does TO GO handle reports of suspected impaired driving?
A report from any person who reasonably suspects the driver is under the influence of drugs or alcohol while providing rideshare services or delivery services will lead to loss of access to the Driver app while further investigation is conducted. If investigation finds sufficient evidence that a driver violated this policy, they will permanently lose access to TO GO’s Driver app.
Will a driver be affected by false rider reports?
Our teams proactively review each report for signs that it might be fraudulent. We are continually implementing new processes and technology to identify and discourage user fraud. Any report that appears to be fraudulent would not affect a driver’s safety history or their status on the Driver app. Users who submit false information to TO GO or otherwise engage in fraudulent activity violate TO GO’s Community Guidelines and risk losing access to the TO GO platform.
What can a driver do if their rider is under the influence?
A driver can always decline a trip for their own safety or if it doesn't work for them (except for discriminatory reasons, as explained in our Community Guidelines). That includes instances where a rider appears too drunk or rowdy, or smells strongly of drugs or alcohol.
What can a rider do if their driver is under the influence?
Drug use and open containers of alcohol are never allowed while using the TO GO platform. If you’re a rider 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 911. After the driver has ended the trip, report your experience to TO GO directly in the app by tapping Help from the menu and selecting your issue. You can also get in contact by visiting help.TO GO.com or emailing customercomplaints@TO GO.com.
* Read TO GO’s Community Guidelines to learn more about how TO GO enforces this policy.
For more information about the types of conduct that can cause a user to lose access to the TO GO platform, read our Community Guidelines; go here to understand why drivers and delivery people lose account access.
Note: Our Community Guidelines apply to everyone who uses the TO GO platform, including drivers, riders, delivery people, TO GO Eats users, and merchants. Drivers and delivery people are independent third-party providers and not actual agents, ostensible agents, or employees of TO GO.