Safety
Community Guidelines
Oak works because riders, drivers, senders and couriers trust each other. These guidelines say what we expect from everyone, and they include our anti discrimination and anti harassment rules, which are enforced the same way for everyone on the platform. They apply to in person conduct, in app messages and calls, ratings and feedback, and any contact that starts through the platform.
Treat people with respect
- Be on time, or say you will be late. Both sides.
- Keep the car, and yourself, reasonably clean. Do not eat without asking. Do not smoke or vape.
- Follow the driver's reasonable instructions about the vehicle. Follow the rider's reasonable instructions about the route and destination.
- Rate honestly and keep written feedback about the trip, not the person's appearance or identity.
- Do not contact someone outside the app after a trip unless they have clearly agreed to it. Masked numbers exist for a reason.
No discrimination
Drivers may not refuse, cancel, or treat a rider differently, and riders may not refuse or rate a driver differently, because of race, color, national origin, religion, sex, gender identity or expression, sexual orientation, age, disability, pregnancy, marital or familial status, military status, or any other characteristic protected by federal, North Carolina or local law. This includes refusing a rider with a service animal, a wheelchair or other mobility device that fits in the vehicle, or a destination in a particular neighborhood. A driver who cancels after seeing the rider or the destination, in a pattern we can see in the data, is removed. The women driver preference is a rider safety feature that matches riders to women drivers who have chosen to be matched that way; it is not a basis for a driver to refuse any rider.
No harassment
Unwelcome sexual comments, advances, touching, or questions about someone's personal life; slurs, threats, or intimidation; comments about someone's body, religion, accent or origin; recording someone without consent; or continuing contact after being asked to stop. One substantiated report of sexual harassment or assault results in permanent removal and, where appropriate, a report to law enforcement. We also remove accounts for threatening, abusive or hateful language in messages or feedback.
Keep everyone safe
- Seatbelts on, everyone, every ride. The driver may end a ride if a rider refuses.
- No more passengers than seatbelts. Children who legally need a car seat must have one; the rider provides it.
- No weapons of any kind, regardless of permit. No open alcohol. No illegal drugs.
- No asking the driver to speed, run lights, or take a route they consider unsafe.
- Drivers do not take unrequested stops, pick up other passengers, or deviate from the route without the rider's agreement.
- Do not damage the vehicle or anyone's property. Cleaning and damage fees are in Cancellations and Refunds.
Be honest
No fake accounts, fake rides, referral fraud, false reports, or payment outside the app. Riders pay the fare they agreed; drivers complete the ride they accepted. Both sides may decline a proposed fare before agreement, but once agreed, it stands.
How we enforce this
Every report is read by a person. For most first violations we warn and explain. For repeated violations, or for any violation involving safety, discrimination, harassment or fraud, we suspend or permanently remove the account. Serious incidents may be reported to law enforcement. Anyone removed is told why, except where doing so would compromise another person's safety, and can appeal to support@oakrides.com; the appeal is reviewed by someone who did not make the original decision. False reports made to harm another user are themselves a violation.
Report something
Use Help in the app, email support@oakrides.com, or for anything involving safety, safety@oakrides.com. In an emergency, call 911 first.