Make sure you always strictly obey the traffic laws of Vietnam. When traveling by car, always remember to wear your seat belt whether in the front or rear seats. When traveling by motorbike, always wear a helmet when in the vehicle. The driver partner has a specific responsibility for safety and absolutely does not carry out any prohibited acts under the Road Traffic Act during vehicle trips such as: not operating a road vehicle but in a vehicle. there may be narcotic substances, alcohol in blood or breath; not speeding, swinging, sagging; not to threaten, offend, scramble or entice passengers; do not force passengers to use the service unintentionally; do not use the phone while driving (partner can use the phone holder to see directions or a bluetooth headset to listen to the phone). The driver partners should not take the trip in a state of fatigue and drowsiness. Ensure good health while driving for maximum safety.

In the community, whether you are a driver or a passenger partner, show respect for each other. For passengers in the vehicle, please do not shout, swear or close the door vigorously to ensure the minimum courtesy. To keep the car clean and to give the next passenger a comfortable ride, keep the general clean by: taking your trash out of the car and wiping any spilled drinks; avoid bringing food or drink with an unpleasant odor in the car; Always check your luggage and personal belongings before leaving the vehicle. When using Be’s service, you will meet people with completely different style or thinking and voice from you. Respect the difference for both Vietnamese and foreigners.

We should also respect each other’s space and privacy. For passengers in the car, when you are in a car and you need to talk on the phone or when you are talking to your fellow passengers, speak quietly to avoid disturbing the focused driver. One important thing: under no circumstances should any harassment be made between the driver’s partner and the passenger in the vehicle, whether flirting or crashing.

Persons aged full 18 years or older can register to open a passenger account and take full responsibility for this account.

People from 15 years old to less than 18 years old can register to open a passenger account and take responsibility for this account. However, when there is an issue such as compensation for damage, the passenger’s parent or guardian will be responsible.

Persons aged between full 6 years and under 15 years old must obtain the consent and be followed closely by a parent or guardian when using the passenger account.

For children less than 6 years old, in all cases, be accepted to provide services only when accompanied by an adult.

Pets that can be accepted by the beer’s driver partner include: dogs, cats, pet birds, aquarium fish. Other animals are not considered pet and are not allowed to be transported (except in specific cases or other animals approved by the beer’s driver partner).

Passengers may bring any pet or other animal (mentioned above) of the correct size to the vehicle and should inform the driver partner of this in advance when they pick up the trip. However, passengers must ensure absolute hygiene and safety for both the driver’s partner, accompanying passenger and pets. In case the pets are of improper size or the passenger is unsafe, unsanitary or the driver’s partner is allergic to animal hair, the driver partner has the right to refuse this trip.

If the pet is unhygienic or / and interferes with the safety of the driver’s partner (scratching, biting, pecking … or other threatening acts), the passenger will be responsible for compensation (if have).

Please rate and give feedback on your trip after finishing your journey objectively to improve service quality, as well as help you become a safe and professional environment. If there is any problem, please contact and send information to your child via “Support” in the application, or contact the operator 1900 232345.

Yellow represents safety and has been scientifically proven to reduce the risk of causing traffic accidents by up to 50%. Be has seriously invested in uniforms for the Driver Partner in order to bring comfort, convenience and safety. Wearing a beige uniform is both easy for passengers to identify, while ensuring professionalism and consistency in the image of her driver partner. Because of that, it is imperative to wear a uniform when making bebike rides for the beBike Driver Partners. If the Driver Partner continues to violate the uniform rules after repeated reminders, be sure to consider suspending the cooperation permanently.

We always have clear policies to explain such cases when a driver’s/passenger’s account is temporarily locked or permanently suspended for cooperation/service delivery. However, there will always be unpredictable events when the result may cause a driver/customer to lose their access to their driver’s/passenger’s account. The policies and decisions of be are always based on these criteria: safety, quality, fraud, information security and discrimination issues.

1/ General safety rules
Be always uses modern technology to ensure the safety of both our passengers and driver-partners.

What causes a driver’s/passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery?

When we are aware of behaviors that threaten the safety of our driver-partners and passengers, we will investigate for clarification and a driver’s/ customer’s account may be temporarily locked or permanently suspended by the service. If the violation is repeated several times or the arising problem is serious or there are several or several serious complaints about a driver’s poor, unsafe or unfocused driving, we will cease to cooperate with them permanently. Any behaviour relating to violence, sexual harassment, discrimination, and other illegal activities while performing/using be services can result in immediate deletion of their account. In addition, when there is an involvement of law enforcement agencies, we will cooperate with their investigation activities.

Here are some examples of things when safety is not guaranteed for drivers and passagers:

• Inappropriate use of language, gestures that can be abusive or discriminative

For example: Use threatening speech and have aggressive or discriminating gestures, ask personal or sexually inappropriate questions such as: “Your husband must be so rich”, “piggy-eyed people are not trustworthy,” “You give me a 1-star rating and I will go to your house and beat you up,” “It must be tiring driving all day, let me help you relax.”

• Physical contact or touching a passenger’s/driver’s body

In any case, be does not allow any sexual harassment with a drivers/passenger(s) on a vehicle or during a trip.

For example, don’t physically touch someone’s body especially the sensitive parts; don’t use flirty phrases like: “Do you have a boyfriend? if you don’t, can you give me a chance?”

• Fighting, physical argument causing injuries

For example, a driver hits or pushes a passenger, their relative or an accompanying passenger and vice versa, a passenger, relative or accompanying passenger assaults a driver.

• Safe driving

We always hope that our driver-partners will always drive safely and comply with traffic laws when driving, stopping and parking such as: high concentration when driving a car, limited unexpected braking, no sudden acceleration, a little rest when they feel tired.

• Causing damage to driver-partners’s assets

Such as smashing, damaging a car or assets of a driver; Smoking or vomiting due to excessive drinking or deliberately making the car dirty.

2/ Zero-tolerance policy for drugs, alcohol, beer and other stimulant drugs

Be has a zero-tolerance policy for drivers who use drugs, alcohol, beer and other stimulants before and during the ride.

What causes a driver’s/passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery?

We will cease to cooperate permanently with any driver-partner who is detected as being influenced under drugs, alcohol and other stimulants while using be application.

be also considers suspending permanent co-operation with any driver-partner who receives several unconfirmed complaints about the use of drugs, alcohol and other stimulants. If you’re a passenger, we will permanently cease to provide services if you take drugs during a trip.

3/ Compliance with Vietnamese laws

We expect that drivers/passengers using be application always comply with all road traffic laws and regulations.

What causes a driver’s/passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery?

Be will temporarily lock a driver-partner’s account or permanently stop cooperating because of activities such as texting while driving, exceeding the speed limit,
participating in seriously illegal activities while using be application such as smuggling, drug trafficking and transporting other prohibited goods; absence of car registration certificates or a valid driver’s license; serious traffic violations or
traffic behaviors what show signs of unsafe driving when using be application and other violations of road traffic laws and regulations.

About passengers’ accounts, be might suspend or discontinue providing services permanently when you take any actions against the law such as: asking a driver to violate traffic law like speeding up, carrying more than the legally specified number of people, not wearing a helmet, seat belts or perform criminal acts such as smuggling , drug dealing and bringing other prohibited commodities while using be services as well as other violations of road traffic laws and regulations.

4/ Carrying weapons is strictly forbidden

It is strictly prohibited for passengers and drivers to carry guns and weapons (against Vietnamese laws) on a vehicle while using our application. If you violate his policy, we may permanently stop cooperating with you or offering services to you.

5/ Quality

Quality of service is one of the factors affecting a driver-partner’s earnings. The key metric to determine the quality of service includes star ratings and cancellation rate.

• Star ratings

Passengers will rate a driver’s performance after the end of each trip, based on a 5-star scale (from 1 to 5) and send feedback on the trip. This assessment helps to create a safe and respectful environment for each other.

How the star rating is calculated for a driver: It is calculated based on the average star rating of 500 trips that were rated by the lastest passengers.

What causes a driver’s account to be temporarily locked or suspended for permanent cooperation?

A driver needs to achieve a minimum average star rating of 4.6 in order to maintain a high-quality customer experience. We’ll warn you if your rating tends to drop closer to this limit and will share information to help you improve your rating. If your average rating remains below the minimum after several alerts, your be account will be considered to be temporarily locked. An account can be reactivated after you take neccesary steps to improve to meet BE’s requirements. Please contact the local be team for more information. If your account is reactivated, you’ll need to maintain an average star rating of at least 4.6. Otherwise, the account may be temporarily locked or permanently suspended for collaborating.

• Cancellation rate

That a driver who accepted a booking but later canceled it or requested that a passenger cancel the booking can directly affect the cancellation rate. This action will create unpleasant experience for passengers and negatively affect other drivers who have lost the opportunity to accept the booking. Be understands that sometimes there will be things that will force a driver to cancel an accepted booking but limiting the cancellation rate is very important for the reliability of the system.

Depending on each situation, be will consider a temporary lock of a driver’s account or a permanent suspension for violations relating the cancellation rate

6/Fraud and exploitation

We follow up on our system to detect passengers and driver-partners who may have fraudulent acts or seek to control our system. Fraud and taking advantage of the application vulnerabilities to benefit oneself will seriously and negatively impact the quality of service and the core rules of be.

What causes a driver’s/passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery?

Regarding a driver’s account, we can permanently cease to cooperate immediately without prior notice if any account commits fraudulent activities or take advantage of the application vulnerabilities such as: creating multiple accounts for the same services for a wrong purposes; creating a software or any other methods to control or create fake bookings or wrong account information; using inappropriate measures to benefit from support money, trip fares, trip adjustments, support money, or higher ratings, accepting a booking without an intention to complete it including asking a passenger to cancel the request or creating a passenger’s or driver’s fake account by using unreal information for the purpose of committing fraud; claiming fees or charges on the basis of discrepancies or fraud; deliberately accepting or completing fraudulent trips as well as other fraudulent and abusive acts.

For passengers, be able to stop providing services with a passenger account When there are fraudulent activities, the abuse is as: create multiple duplicate accounts, multiple accounts on the same device, to operate contracts between passengers and driver partners or abuse of promotional programs, other fraudulent and abusive activities.

7/ Correct and legitimate personal information
We ask a driver to provide exact information such as their first and last names, their profile picture, their vehicle model, the vehicle registration number, and the vehicle color (with the car line) so that a passengers can recognize a driver and their vehicle. In addition, we will inspect vehicle records and resumes, to ensure the safety and compliance of our criteria.

What causes a driver’s/ passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery?

We may permanently cease to cooperate with you if there is a violation of the safety standards or other criteria required by the regulatory authority when xamining vehicle records or periodic resumes’ check; or when you give be inaccurate information or allow others to use your accountor take an unapproved car ride and other violations. Your account will also be temporarily locked if your required documents become invalid such as an expired driving licence. We will reactivate your account until you give us updated information.

8/ Information security
To ensure the security and confidentiality of personal information, a driver/passenger should avoid necessary contact with each other such as texting, calling or meeting each other in person after the trip is over. In addition, it is necessary to avoid sharing private information such as phone numbers, personal images after the end of the trip on forums, social networks and similar activities.

9/ Discrimination
be is an application that connects passengers and provides reliable transportation to everyone. Therefore, be will not tolerate any discriminative actions or speech.

What causes a driver’s/passenger’s account to be temporarily locked or permanently suspended for cooperation/service delivery ?

Discriminative actions based on the characteristics of race, religion, ethnicity, disability, sexual orientation, gender, marital status, age or any other personal characteristics that may violate current laws. This will cause a driver’s/passenger’s account to be considered for a temporary lock or to permanent suspension for cooperation/service delivery

10/ Return after deactivation
If a driver’s account is deactivated for reasons regarding the quality of service such as a low star rating, you may have the opportunity to return to drive if you take steps to improve and meet be’s requirements, which will be inspected by a be’s team. In the event that your account is permanently deactivated, you are not allowed to register for another driver-partner’s account with be.