Zero-Tolerance Policy & Safety Complaint Procedure
Effective Date: August 12, 2026
Applies to: Neighborly Rideshare Riders and Drivers
Neighborly Rideshare is committed to providing a safe, lawful, and respectful rideshare community. We take reports involving impaired driving and other serious safety concerns seriously.
Zero Tolerance for Drugs and Alcohol
Neighborly Rideshare has zero tolerance for a driver using or being under the influence of alcohol, cannabis, illegal drugs, impairing medication, or any other substance that may impair safe driving while:
providing Neighborly Rideshare services;
logged into the Neighborly Driver app and available to receive trip requests;
traveling to pick up a rider; or
transporting a rider or completing a trip-related task.
Drivers must not log in or drive when impaired or when fatigue makes driving unsafe. Drivers also must not drive when advised not to do so after taking medication.
If impairment or unsafe fatigue develops while a driver is online, the driver must safely end availability and stop operating.
What Riders Should Do if They Suspect an Impaired Driver
If you reasonably suspect that a Neighborly Rideshare driver is under the influence of alcohol, drugs, medication, or another impairing substance, do not ignore the situation.
If you are in immediate danger or there is an emergency, call 911 or the appropriate local emergency number first and move to a safe location when possible.
After addressing any immediate danger, report the incident to Neighborly Rideshare as soon as possible.
How to Submit a Safety Complaint
You may report an impaired driver or another safety concern using any of the following methods:
In the app:
Profile Menu → Report a Problem
Online:
neighborlyrideshare.com/safety
Email:
safety@neighborlyrideshare.com
Phone:
833-443-2863
When possible, please provide:
the trip or account involved;
a description of what occurred;
the behavior or circumstances that caused your concern;
whether emergency services or law enforcement were contacted; and
photographs, documents, screenshots, or other supporting information that may assist our review.
Anonymous reports may be accepted when operationally feasible, although anonymity may limit Neighborly Rideshare's ability to investigate a complaint.
What Happens After an Impaired-Driving Complaint
When Neighborly Rideshare receives a passenger complaint alleging that a driver violated our zero-tolerance drug and alcohol policy, the driver's access to the platform will be immediately suspended while the complaint is investigated.
The suspension will remain in effect for the duration of the investigation.
Neighborly Rideshare will document the complaint, suspension, investigation, findings, and resulting action.
Depending on the circumstances, our safety review may include preserving relevant platform records, requesting statements or supporting documentation, reviewing relevant trip or account information as permitted by our Privacy Notice and applicable law, and referring a matter to an insurer, regulator, emergency service, or law-enforcement authority when permitted or required.
Other Serious Safety Complaints
You may also use these reporting channels for other safety concerns, including dangerous driving, violence or threats, sexual misconduct or harassment, discrimination, unsafe vehicles, account misuse, or other conduct that may threaten the safety of the Neighborly Rideshare community.
Neighborly Rideshare may temporarily restrict a rider, driver, account, or vehicle when reasonably necessary to protect safety while a matter is reviewed.
Appeals and Corrections
Unless prohibited by law or necessary to protect safety, a user may request review of a material safety-related account or vehicle decision by emailing:
safety@neighborlyrideshare.com
An appeal must be submitted within 30 calendar days after notice of the decision.
The request should identify the decision being appealed, explain the claimed error, and include available supporting information.
Neighborly Rideshare will assign the review to appropriately trained personnel and communicate the outcome. A temporary safety restriction may remain in effect while an appeal is under review.
No Retaliation
Neighborly Rideshare prohibits retaliation against anyone for making a good-faith safety report, contacting emergency services, refusing an unsafe trip, participating in an investigation, requesting an accommodation, or exercising a protected legal right.
Knowingly false reports, fabricated evidence, harassment through the reporting process, or reports made solely to obtain an improper refund or competitive advantage are prohibited.
Emergency Notice
Neighborly Rideshare is not an emergency-response service.
If anyone is in immediate danger, there is a medical emergency, a suspected crime is in progress, there is a fire, or a serious collision has occurred, call 911 or the appropriate local emergency number first.
After immediate needs have been addressed, report the incident to Neighborly Rideshare.
Safety Contact
safety@neighborlyrideshare.com
833-443-2863
neighborlyrideshare.com/safety
Neighborly Rideshare Inc.
501 N. Main St., Suite 7
Bloomington, Illinois 61701
This Zero-Tolerance Policy & Safety Complaint Procedure should be read together with the Neighborly Rideshare Community Safety Policy, Terms of Service, Privacy Notice, and other applicable Neighborly Rideshare agreements and policies.