Ober Community Guidelines

Treat everyone in the Ober community as you would like to be treated yourself: with respect. The actions you take while using the Ober Platform can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently toward other people when using the Ober Platform and interacting with others in the Ober community—just as you would in any public place.

For example, always try to be on time for your ride or to pick up your delivery. 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 spilt drink—you’ll help ensure that everyone has a pleasant ride. Most importantly, remember that when you interact with others in the Ober 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 interfacing with others in the Ober community. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behaviour, post-trip contact, discrimination, and property damage.

Physical contact

Don’t touch strangers or anyone you just met while using the Ober Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using Ober Assist who may need help getting into and out of the vehicle). Hurting or intending to hurt anyone is never allowed.

Sexual assault and misconduct

We all value our personal space and privacy. It’s okay to chat with other people. But please don’t comment on someone’s appearance or ask whether they are single. 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.

• Do not ask personal questions (for example, about relationship status or sexual orientation)
• Do not comment on appearance (for example, derogatory or “complimentary” comments)
• Do not make explicit comments or gestures (for example, slurs, or graphic or suggestive messages)
• Do not flirt (for example, nonverbal, suggestive flirting, or being too physically close)
• Do not display indecent material (for example, sexually suggestive objects or pictures)
• Ober has a no-sex rule regardless of whether you know the person or they give you their consent

Threatening and rude behaviour

Aggressive, confrontational, or harassing behaviour 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 Ober community; this includes unsolicited sharing of such images through Ober’s online support systems or in connection with an Ober Platform experience. It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.

Post-trip contact

Contact should end when the trip or delivery 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.

Discrimination

You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour, including toward the Ober Support team. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law.

For example, it is unacceptable to:

• Refuse to provide services based on characteristics like a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law.
• Rate another user—whether drivers, riders, delivery people, merchants, or businesses—based on these traits.
• Discriminate on the basis of a rider’s destination or delivery location. We understand how important it is to fit driving or delivering around your life, rather than the other way around. It is not a violation of these guidelines to decline a trip or delivery because it does not work for you. But intentionally refusing or canceling requests, or using features on the Ober Platform to avoid receiving trip or delivery requests, solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located in that area, is not allowed.

We also want to help increase the transport options and service options for people with disabilities. That’s why we have information available for drivers, riders. Drivers using the Ober Platform must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals and assistive devices (such as wheelchairs).

Property damage

Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Ober Platform, breaking or vandalising a phone or tablet, intentionally spilling food or drink, smoking in a car, damaging a merchant’s premises, 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. Ober will not allow to eat or drink during the trip without driver permission.

Help keep one another safe

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

Account sharing is not allowed. To use the Ober Platform, you need to register and maintain your own 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 Ober Platform.

People under the age of 18

You must be 18 years or older to have an Ober account. That means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a ride or delivery for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride or when collecting the delivery.

Extra passengers and non-account riders

When driving with Ober, no one other than the driver, the requesting rider, and the rider’s guests should be in the vehicle. These guidelines apply unless our local guidelines, terms, or other policies say otherwise. When riding with Ober, the account holder is responsible for the behavior of their entire party. If you request a ride or a delivery for another adult, you’re held responsible for their behavior during their trip or delivery.

Vehicle information

For an easy pickup or delivery, the Ober Platform gives riders identifying information about drivers and delivery people and their vehicles, including their license plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among riders and can diminish their experience using the Ober Platform.

Drivers and delivery people must complete trips and deliveries using only approved vehicles. To provide accurate information, let Samgöngustofa and Ober know your vehicle Operating License information and provide any updates to your documentation that may become invalid, like a driver’s license Samgöngustofa that’s about to expire.

Seat belts

Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every delivery person using a vehicle, every driver, and every rider—including those in the back seat—should always buckle up. Riders should always request a car that has enough seats 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 rider.

Helmets for bikes, mopeds and scooters

For your safety, when riding a bike, moped, or scooter, find a helmet that fits well for delivery service. Helmets can help protect you when worn according to the manufacturer’s instructions, such as sitting low on your forehead and fitting snugly under your chin.

Use of dashcams that record video and/or audio

Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Ober, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note the following:

• Riders entering a rideshare vehicle with a dashcam may be concerned about how the video, their image, or conversations captured by a dashcam will be used. In Iceland, local laws and regulations do not require riders to provide consent for recording.
• Drivers may submit recordings to Ober at their discretion. Ober will review submitted footage and take all action consistent with the Community Guidelines and platform terms of use.

Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team.

Be alert

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 behaviour.

Proper maintenance and upkeep

Pursuant to the terms of their agreement with Ober, drivers and delivery people are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts, and tyres. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the manufacturer.

Share the road

Safe roadways require drivers to practice safe behaviour, which includes looking out for all travellers, regardless of how they get around.

Public emergencies

Ober 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 Ober receives notice from a public health authority that someone using the Ober 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 Ober Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Ober 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 Ober Platform might present a danger.

Proper handling of orders (information for merchants)

Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations—including food safety and hygiene regulations—plus industry best practices and Ober policies. Merchants must maintain valid merchant licenses and/or permits where required by law.

Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.

How merchants can provide a safe space for pickups

Merchants and their staff are expected to exercise good judgment and behavior around delivery people and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for order pickups; for example, merchants should work to prevent violent incidents on the merchant premises that might endanger delivery people’s safety.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using the Ober 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 law or regulation 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 rules of the road—including complying with traffic laws, signs, and signals—at all times when using the Ober Platform.

All relevant licenses, permits, and any other legal documents required of drivers and delivery people must be kept up to date. For example, all drivers and delivery people using a vehicle are required by law to maintain a valid driver’s license, insurance, and vehicle registration. This also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of crashes or traffic citations that may have happened during a trip or delivery, and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where drivers and delivery people can park their vehicle when picking up orders, making deliveries, or waiting for riders to arrive or to exit a vehicle. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.

For riders let your driver or delivery person handle the driving. For example for riders, 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 riders don’t ask a driver or delivery person to speed or to make illegal stops, drop-offs, or maneuvers.

When riding or parking a bike, moped or scooter, be mindful of local regulations and rules. Following local rules of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction, and come to a complete stop at red lights and stop signs.

Car seats

Drivers and riders should comply with applicable laws when travelling with infants and small children. Where use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children age 12 and under should travel in the back seat.

When picking up riders traveling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat, if a driver is not comfortable with a rider installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.

Service animals and assistive devices

Drivers using the Driver app may not deny a rider with a service animal or assistive device (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws generally prohibit drivers from denying service to riders because of their service animals or assistive devices, and from otherwise discriminating against riders with service animals or assistive devices, even if a driver has religious objections or a fear of animals. Knowingly refusing a rider a trip because of their service animal or assistive devices will result in losing access to the Ober Platform unless legally permitted.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed while using the Ober Platform.

If you’re a driver or delivery person, by law 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 or bicycle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.

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 car and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to Ober.

Firearms ban

Riders and their guests, as well as drivers and delivery people, are prohibited from carrying firearms while using the Ober Platform, to the extent permitted by applicable law. 

Fraud

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 Ober accounts, disputing charges or fees, and requesting credits. Only request fees, charges 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 or delivery for fraudulent purposes or otherwise; accepting trip, order, or delivery requests without the intention to complete, including provoking riders 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 or deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order; actions intended to disrupt or manipulate the normal functioning of the Ober Platform, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing fees or charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.

Other unacceptable activities

Never use Ober‘s trademark or intellectual property without permission. If it’s required under local law to display Ober-branded items, drivers and delivery people should only use Ober-branded items that are obtained from Ober. Drivers and delivery people should not display Ober-branded items when they are not accessing the platform. Drivers and delivery people should also return Ober-branded items to Ober if they lose access to the platform. The use of unauthorised or third-party items—such as price list, placards, signs, or similar items bearing Ober’s name or trademark—may confuse riders.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip or delivery. Honest feedback helps ensure that everyone is accountable for their behaviour. This accountability helps create a respectful, safe environment. And if something happens—such as a traffic accident—and you want to report it, you can tap Help in the app or visit ober.is so that our Support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Ober.

Ratings

Drivers, riders, delivery people, and merchants can give and receive ratings, as well as give feedback on how the trip or delivery went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers and delivery people can see their current rating in the app. Where applicable, riders can see their rating displayed under their name by opening the app and touching the menu.

Where applicable, there is a minimum average rating. Drivers, riders, delivery people, or merchants that don’t meet the minimum average rating lose access to all or part of the Ober Platform. If your rating is approaching this limit, we will let you know and may share information that may help you improve your rating.

If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Ober Platform and interacting with others in the Ober community. Drivers and delivery people using the Ober Platform typically provide excellent service to their riders, and most riders, delivery people are courteous and respectful, so most trips and deliveries run smoothly. Contacting Support will not lead to an individual rating being removed. We know that sometimes a trip or delivery doesn’t go well—that’s why your rating is an average rating.

If you’re a driver and you lose access to your Ober account for low ratings, you may have the opportunity to get back on the road if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course offered by third-party experts. Check with the Ober Support team.

Delivery, order, and trip acceptance

If you’re a delivery person or driver and you don’t want to accept delivery or trip requests, you can just go offline or log off. If you’re a merchant, use the Pause New Orders feature or make specific items unavailable. This helps keep the system running smoothly for everyone.

For delivery people, drivers, and merchants, if you consistently decline consecutive trip or order requests, our technology may assume you do not want to accept more trips or orders or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin confirming availability for trips and orders again.

How Ober enforces our guidelines

Losing access to the Ober Platform may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the Ober Platform. If you violate any terms of your contractual agreement with Ober, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Ober to you from time to time, you can lose access to all or part of the Ober Platform. If you have more than one Ober account, such as a rider account and a driver account, violating the Community Guidelines could also lead you to lose access to all Ober accounts. If you believe an error caused you to lose access to your account, you may contact the Ober Support team.

Ober 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 specialised team. If we are made aware of potentially problematic behaviour, 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 Ober Platform. This can include reported violations of our Community Guidelines and certain actions you may take outside of the Ober Platform, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the Ober community, our employees, and contractors, or cause harm to Ober’s brand, reputation, or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Ober Platform. Any behaviour involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity while using the Ober Platform can result in the immediate loss of access to the Ober Platform.

Lastly, drivers and delivery people wanting to use the Ober Platform may undergo a screening process, including car or motor vehicle record check and background checks as applicable. A driver or delivery person will lose access to their Ober account(s) if car or motor vehicle record check, criminal background, or other checks uncovers a violation of Ober’s Community Guidelines or other criteria required by local regulators.

**Note: Drivers and delivery people are not agents (actual, ostensible, or otherwise) or employees of Ober. Drivers and delivery people do not act pursuant to any authority (actual, apparent, or otherwise). They are independent third-party providers.