Code of Conduct: Consumer
In order to Drive Southeast Asia Forward, we need everyone in our community to work together towards a Safer Everyday. By using Grab, GrabFood or GrabExpress as a passenger or consumer, you are bound by the following Code of Conduct, in addition to our Terms of Service and the local laws where you use Grab. If you’re found to be in breach of the following guidelines, Grab may take action including temporarily or permanently suspending your account.
Assault, harassment or abuse of any kind will not be tolerated.
The following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. You may not attempt to contact your driver or fellow passengers after the trip, unless it’s to arrange the return of a lost item.
Follow road safety laws.
Do not ask your driver to speed or commit traffic violations, including stopping at unsafe or illegal locations. Wear a seatbelt at all times. Wear a helmet if travelling on a bike or scooter. Babies, children and any pets must travel with appropriate restraints where governed by local laws.
Theft, robbery, or property damage will not be tolerated.
You may be penalised under the prevailing law in the event of any theft, robbery, acts of vandalism, or damage to the driver’s vehicle or other property.
Illegal or prohibited items must not be brought inside the vehicle.
If you suspect your driver is under the influence, you have the right to end the trip immediately and alert the authorities. Likewise, do not use Grab as a platform to transport drugs or other prohibited items.
Follow food safety regulations.
You should observe food safety regulations of restaurants insofar as they may be applicable when placing orders through the platform such as Self Pick-Up orders.
Unsubstantiated claims and fraudulent activities are prohibited.
You should not claim refund or in any way demand compensation for claims which are unsubstantiated, fraudulent, or otherwise false. Using multiple accounts to commit fraudulent activity is prohibited.
Show up and be on time.
Book when you’re ready to travel. Show up for your ride – and be punctual. Don’t cancel without good reason. If you’ve made an order with GrabFood, ensure someone is there to receive your food.
Ensure a seamless pickup.
Choose the correct Pick Up location. Communicate with your driver to find each other. Confirm your driver’s identity before boarding the vehicle (Grab) or handing over your parcel (GrabExpress).
Ensure a seamless drop-off.
For all Grab, GrabFood and GrabExpress bookings, ensure your Drop-Off location is accurate and safe before booking. All our drivers are trained to follow the route suggested by the GPS. No detours or pit stops, unless you are using the Multi-Stop Ride feature (only for Grab rides). If you need to alight at a different drop-off point, please use our “Change Drop Off Point” feature (only for Grab rides).
Be polite and respectful.
Treat your driver with respect at all times. Don’t smoke/ vape. Don’t litter, spit, vomit, shout, swear, put your legs on the dashboard, consume food or drinks, or slam the door. You’re also responsible for the behaviour of your guests.
Leave nothing behind.
Remember to bring your belongings & trash with you.
Rate your driver fairly.
After every trip or delivery, show your appreciation for your driver or delivery partner by rating the trip and providing feedback.
Respect your driver’s privacy.
Don’t keep or share personal details about your driver or delivery partner. Keep up to date with our Privacy Policy here.
In case of emergency…
Always call the authorities first. Once all parties are safe and authorities have been notified, contact Grab to report the incident. You will be penalized using the Grab Emergency Hotline for Non-Emergency matters or for reporting fake incidents or emergencies.
Comply with our Terms.
You must be 18 to hold a Grab account, and this means minors must be accompanied. Consumers of GrabFood must be of legal age to buy alcohol. Do not book a ride on behalf of a stranger. Keep up to date with our other Terms of Service here.
Use the right service.
Are you travelling with lots of luggage or more than 4 passengers? Do you need to send an item to a friend? Choose the right Grab service for your needs, or your driver/deliver-partner may refuse to take you.
Use the service properly.
Don’t use Grab to deliver unaccompanied goods (unless you’re using Grab Food or Grab Express). Don’t overload the vehicle with luggage or use the service for moving house. For GrabExpress, abide by the maximum weight and volume recommendations. Don’t make arrangements with drivers outside the application – we can’t provide support or help to ensure your safety.
Act in good faith.
Do not share accounts or create duplicate accounts. Always provide truthful information when creating and accessing your accounts, disputing charges or fees, or when writing in to provide feedback. Use offers and promotions only as intended.
Make correct payment.
Check your mode of payment (including any promo or rewards codes) before booking. Confirm the final fare (including any tolls) before alighting. Always pay the correct fare as displayed on the Grab app. For GrabFood, confirm the items and price of your basket before check-out.
Your account, your responsibility.
Keep your account details up to date. Only access your account through the official Grab app. Keep your password private. Don’t respond to any requests for your login details. Use GrabPay PIN for extra security. If you see or hear something suspicious, reach out to us.