Onward Code of Conduct for Drivers and Riders

Rev. October 2024

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This document outlines Onward Health Inc (“Onward”) requirements of behavior and conduct for
all members of the Onward ecosystem. This includes drivers, passengers, and those who utilize
or obtain services from Onward. A community member is defined as a driver, rider, or other
utilizer of the Onward platform.

 

Reporting Violations of this Code of Conduct
Onward wants to hear about any violation of this Code of Conduct. All reported violations will be
appropriately investigated. To report an actual or suspected violation you can email
legal@onwardrides.com or call (510) 343-2725.

Onward will not retaliate for reporting an actual or suspected violation nor will it tolerate
retaliation on the part of any community member. All reports will be treated with the utmost
confidence to the extent possible.

 

Failure to abide by the provisions set forth in this Code of Conduct may result in Onward
in its sole discretion terminating access to Onward’s services.

General Behavioral Expectations
All drivers and riders will treat each other and all Onward team members with general courtesy,
respect, and professionalism at all times. Drivers and riders will abide by all applicable local,
state, and federal laws. Drivers must also follow all rules regarding how to properly conduct a
companion ride including but not limited to walking riders in and out of the vehicle; all of these
stipulations are provided at driver training, and breach of them may result in loss of access to
the platform

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General Vehicle and Driving Expectations
Drivers will only drive the vehicle that is registered with Onward. Vehicles shall be maintained in
a clean, washed, trash-free, and free of any unpleasant or strong odors. Drivers shall
themselves be free of any strong or unpleasant odors, and fully dressed (shirt, pants, and
shoes) in a conservative manner with clothing that is free of any offensive language or logos.
Smoking, Vaping, and Tobacco Usage

This is never allowed during any Onward ride. Additionally, drivers are prohibited from smoking
or vaping in any vehicle that is used for Onward rides.

Physical Violence
Physical violence including hitting, striking, pushing, shoving, or otherwise making any
unwanted physical conduct is strictly prohibited. Onward reserves the right to notify law
enforcement of any act of physical violence.

Sexual Harassment and Sexual Assault

Onward does not tolerate sexual assault, sexual harassment, and/or other sexual misconduct
from anyone. We take all allegations of such behavior involving our Drivers or Riders extremely
seriously, Through enforcement of this policy, and by education of Drivers and Riders, Royal
Onward will seek to prevent and respond appropriately to reported behavior that violates this
policy. This may include permanently deactivating (banning) a Driver or Rider from using the
Royal Onward Platform.

Sexual Assault, as defined by the National Sexual Violence Resource Center (NSVRC), sexual
assault is physical or attempted physical conduct that is sexual in nature and without the
consent of the user. “Sexual in nature” includes, but is not limited to, body parts such as the
mouth, breasts, buttocks, or genitalia.

Sexual harassment is non-physical conduct of a sexual nature that is unwelcome and without
consent. It includes making unwelcome sexual advances or requests for sexual favors, or
engaging in other verbal or physical conduct of a sexual nature, when: (1) submission to such
conduct is made explicitly as a term or condition of a ride or payment for a ride; or (2)
submission to or rejection of such advances or requests is used as a basis for providing or
denying rides or payment; or (3) such conduct has the purpose or effect of interfering with work
performance or creating an intimidating, hostile, or offensive environment. All sexual contact is
prohibited while using the Onward Platform, including during a trip, regardless of whether
consent is given and regardless of whether the Driver and Rider know each other.

 

Examples of sexual harassment include but are not limited to::

 

• Staring or leering

• Asking personal questions (e.g., about relationship status, sexual orientation phone number, social media accounts)

• Flirting

• Violating physical space norms (e.g., standing too close, impeding or blocking movement) • Making comments about appearance (e.g., derogatory comments, "complimentary” comments, comments about someone’s perceived gender identity or expression) • Sexually explicit gestures

• Sexually explicit comments (e.g., about sex acts, degrading words, obscene comments, derogatory comments, slurs or jokes)

• Displaying indecent material (e.g., photos, videos, pornography, sexually suggestive cartoons or posters)

• Indecent photography/video without consent

• Soliciting a sexual act (e.g., unwanted sexual invitations, offering money for sex)

• Indecent exposure (e.g., performing sex acts during a trip, “flashing”, urinating in public)

• Verbal threat of sexual assault

• Masturbation or other inappropriate self-touching

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Post-Ride Contact
Onward prohibits contact between Drivers and Riders following the ride. Contact must end when
the trip is complete, except in cases involving a lost or misplaced item and the Rider has consented

to the Driver returning the item.

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Alcohol and Substance Usage - ZERO TOLERANCE
Onward has a zero-tolerance policy for Driver’s using or being under the effects of any alcohol
or substances while engaged in a ride with Onward. Drivers are prohibited from being under the
influence or effects of alcohol or any other substance - illicit or otherwise - to any degree while
driving with Onward. This applies regardless of if a driver is within the state’s legal limit for
alcohol consumption or is otherwise taking a prescription or non-prescription medication which
may affect the drivers ability to safely operate a vehicle. Riders and Drivers alike are strictly
prohibited from using any alcohol or drugs during a ride.

Verbal Behavior and Inappropriate Behavior
Verbal behavior including yelling, screaming, threatening (including to leave a rider stranded),
excessive profanity, insulting, belittling or otherwise engaging in verbal conduct which does not
reflect a high level of common decency is prohibited. Gestures that are intended or have the
effect of insulting or demeaning someone are prohibited. Any clothing article that displays
wording or other images likely to cause upset or insult is prohibited.

Discrimination
Onward expressly prohibits any discrimination on the basis of actual or perceived race, religion,
color, national origin, ancestry, physical or mental disability, medical condition, marital status,
military or veteran status, age, sex (including childbirth, breastfeeding, pregnancy, and related
medical conditions), gender, gender identity, gender expression, sexual orientation, HIV-status,
natural hair, genetic information or testing, domestic violence/sexual assault/stalking victim
status, and all other bases protected by federal, state, or local law, ordinance, or regulation.
Discrimination may include but is not limited to refusal to provide or accept services based on
any protected characteristic.

Weapons
Unless otherwise permitted by state law, Onward prohibits the carrying or usage of any
weapons during a ride. Onward expressly disclaims and will not be held liable for any usage of a
weapon during a ride.

Onward’s Intellectual Property
Drivers and riders are prohibited from utilizing Onward’s intellectual property including its name,
logo, likeness, or any other tangible or intangible asset which is attributed to Onward except to
the extent which may be granted by an applicable licensing agreement.
 

Fraudulent Behaviors
Driver’s and riders will refrain from engaging in any activity which may constitute or be
perceived as fraudulent. This includes but is not limited to: requesting a toll refund when no toll
was paid, starting a ride earlier than stated through the app, ending a rider earlier than stated in

the app, marking a ride as completed when it was not, or not providing the services to the same
service delivery standards as required by Onward.
 

Criminal Activity
The usage of Onward to engage in any illegal or illicit activity including but not limited to drug
sales, human trafficking, kidnapping, fraud, escape, evasion, or any other illegal activity is
strictly prohibited.
 

Vehicle Operations
Drivers will operate their vehicles at all times with the utmost care and due regard for the safety
of their passenger(s) and members of the public. Driver’s will obey all traffic laws and
regulations and seek to drive in a defensive manner that avoids collisions, near collisions, and
unsafe driving behavior. Seat belts shall be worn at all times by drivers and riders in the vehicle.
 

Service Animals
All drivers must get prior approval during the onboarding process to bring a service animal along
with them while performing trips for Onward. During the onboarding process, drivers must
provide a physician’s note that is no more than one year old. Onward maintains sole and
absolute discretion on allowing service animals.
 

Once approved, if the service animal could affect the driver’s ability to provide Onward’s door-
through-door service for any ride, particularly if physical support for the rider is needed, the
driver must not accept the ride. The driver also must reach out to the rider upon claiming any
ride to let them know they will have a service animal in tow with them to ensure the rider is
comfortable with this; if the rider rejects the ride due to the service animal, the driver must let
Concierge know ASAP. The driver will not be charged a transfer fee, but will not be
compensated for a ride that is rejected by a rider.
 

Drivers may not refuse a ride on the basis that a rider has a service animal. Federal, and some
state, law(s) generally prohibit denying service to a rider because of service animals, and from
otherwise discriminating against Riders with service animals. Onward Health prohibits Drivers
from denying service to a Rider because of the rider’s service animal. There are no exceptions
to this policy due to allergies, religious objections, or a generalized fear of animals

 

Assistive Devices
Onward Health prohibits Drivers from (a) refusing service to a rider with a disability who can get
into the vehicle on their own, and (b) refusing to assist with stowing assistive devices like
folding wheelchairs, crutches, canes, and walkers. For California Drivers, California law
prohibits transportation providers from denying service to a person with a disability who can get
into the vehicle on their own. California law also prohibits transportation providers from refusing
to assist a person with the stowing of assistive devices, like folding wheelchairs, walkers,
crutches, and canes.

 

Reporting Emergencies
Emergencies (including but not limited to traffic accidents, medical emergencies, vehicle fires,
crimes) shall be reported as soon as possible but in no case outside of sixty minutes of the
emergency.
 

Gratuities
Drivers are prohibited from accepting, and riders are prohibited from offering, any form of
compensation to include cash, cash transfers (Venmo, zelle, etc), gifts, or other forms of
gratuities other than what is permissible through the Onward app.
 

Cameras
To the extent permitted by law, drivers and passengers are permitted to utilize camera’s to the
extent permitted by law to record the ride. Some states require that the recording party notify the
other party that they are intending to record. Sharing or streaming of a driver or passenger
name or information is a violation of our privacy standards and prohibited absent the other
party’s consent.
 

Use of Accounts
Drivers and riders shall only utilize the account to which they are registered for and that
correctly displays their name and information. Drivers who are picking up a rider where the ride
was arranged by a third party shall verify that they have picked up the correct rider.
 

Privacy of Information
Driver’s shall keep confidential and not disclose any identifying information pertaining to the
identity of the rider unless expressly authorized by law. Riders shall not utilize or disclose any
information obtained about the driver outside of the driver’s name unless expressly authorized
by the driver.
 

Property Damage
Damaging the property of another is never permitted. This may include breaking a part of the
vehicle, an electronic device, or emitting any bodily fluids on part of or inside of the vehicle. The
party (driver or rider) damaging the property of the other shall be responsible for the cost of
replacing, repairing, or cleaning the property.