pullup Community Guidelines


U.S. Terms of Use
Effective: April, 2017


We want pullup to be enjoyable and safe for everyone. These ground rules are designed to ensure that drivers have a five star experience when using pullup. Please take a moment to read them. Because whether you’re looking for a parking spot— or wanting to earn money from waiting at your parking spot — your behavior matters.


1. Respect each other

Treat your fellow drivers as you would like to be treated yourself: with respect. Always try to be on time because nobody likes to wait. Most important of all, remember that when you use pullup you will meet people who may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use pullup.


2. Give drivers some personal space

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 whether they are single.


3. Safety first

Please ensure that you follow the local law. Of course, drivers have a particular responsibility when it comes to safety at pullup. That means keeping to the speed limit; not texting while driving; always using a phone mount; and never driving under the influence of alcohol or drugs. And if you’re driving and feel tired, take a break. As the experts say, “sleep is the only true preventative measure against the risks of drowsy driving.”


4. Feedback makes us all better

Whether you are a arriving or departing, please rate your journey at the end of the trip. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both parties. And if something happens during a session — whether it’s a traffic accident or an argument — make sure to report it. The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to pullup.


5. Terms of Use

As a rider, you agree to our Terms of Use when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.


6. Discrimination

pullup has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against drivers or others based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.


7. Fraud or Illegitimate Behavior

Fraudulent or illegitimate behavior undermines the trust on which pullup is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between drivers; disputing fares for fraudulent or illegitimate reasons; or duplicate accounts.





If you are a driver, and your account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to pullup; how (if at all) you can use the app again; and if you can appeal these decisions. [2]


There will always be unforeseen events that may ultimately lead to you losing access to your account — and we’ll update this policy regularly — but the following are sufficient cause for pullup to take action: quality; safety; fraud; and discrimination.


8. Quality

pullup expects drivers to drive safely, and also to be courteous and professional. The higher the quality of the service, the more opportunities for drivers to earn money. Poor service has the opposite effect over time. There are several ways we measure driver quality, with the most important being Star Ratings and Cancellation Rate.


Star Ratings

After every trip, drivers rate each other on a five-star scale and give feedback on how the session went. This two-way system holds everyone accountable for their own behaviour. Accountability helps create a respectful, safe environment for drivers.


How is my rating as a driver calculated? Your rating is based on an average of the number of post-trip stars given to you (from 1 to 5 stars) from the total number of rated sessions.


The easiest way to keep your average rating high is to provide good service on every trip. Most drivers on the platform provide excellent service, so most trips run smoothly. But we know that sometimes a trip doesn’t go well — that’s why we only look at your average rating over your trips. This gives you the chance to improve your rating over time.


What leads to deactivation? To maintain a high quality experience, there is a minimum average rating. We will alert you if your rating is approaching this limit.


If your average rating is below the minimum after multiple notifications, your account will be deactivated. If your account is reactivated, you will need to maintain the minimum average rating or your partner account may again be deactivated.


9. Zero Tolerance for Drugs and Alcohol

pullup does not tolerate the use of drugs or alcohol by partners while driving.


What leads to you losing access to your account? The account of any driver found to be under the influence of drugs or alcohol while using the pullup app will be permanently deactivated. pullup may also deactivate the account of any driver who receives several unconfirmed complaints of drug or alcohol use.


10. Compliance with the Law

We expect drivers using the pullup app to act in compliance with all relevant state, federal and local laws and the rules of the road at all times. This includes meeting the regulatory requirements for rideshare or for-hire drivers in your area.


What leads to you losing access to your account? pullup may permanently deactivate your account for activities such as: engaging in serious illegal activity while using the pullup app; not maintaining valid vehicle registration or driver’s license; and receiving serious traffic citations, or several traffic citations that indicate unsafe driving, while using the pullup app.


11. Unacceptable Activities

To maintain the transparency and safety of each trip for all users, activities conducted outside of pullup’s system — like anonymousexchanges — are prohibited.


What leads to you losing access to your account? We will take action against a driver for activities such as: accepting illegal street hails while using the pullup app; harming the business or brand, like unauthorized use of pullup‘s trademark or intellectual property, or otherwise violating the drivers’ agreement with pullup; and soliciting payment of fares outside the pullup system.


12. Fraud

Fraudulent activity undermines the trust on which pullup is built. That’s why we are constantly on the lookout for fraud by drivers who are gaming our systems.


What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: deliberately increasing the time or distance of a trip; accepting trips without the intention to complete, including provoking riders to cancel; creating dummy rider or driver accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; and intentionally accepting or completing fraudulent or falsified trips.


13. Discrimination

pullup’s mission is to connect riders to reliable transportation, everywhere for everyone. We have a zero tolerance policy towards discrimination of any kind at pullup.


What leads to you losing access to your account? It is unacceptable to refuse to provide services based on where someone is going, or characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, state or local law. Actions like these will result in permanent deactivation of your account.