Mizo community Guideline

IN SWEDEN

Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses Mizo’s platform (“Mizo mobile app and/or website”), including but not limited to drivers, riders, and businesses. It also includes interactions you may have with Mizo employees and Mizo third party companies, through online support systems, or over the phone.

Thank you for joining us in supporting and safeguarding a welcoming environment.

The guidelines below help explain some of the specific kinds of positive community engagement on the Mizo Platform, as well as the behaviors or circumstances that may cause you to lose access to the Mizo Platform. There will always be unforeseen events that may ultimately lead to your losing access to the Mizo Platform and services, but the following guidelines which we’ll update regularly provide the basis for behavior, we expect from all in the Mizo community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Mizo and may result in the loss of access to part or all the Mizo Platform.

Please take a moment to read them.

Guidelines for all of us

Everyone who signs up for a Mizo account is required to follow Mizo’s Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.

Treat everyone with respect

Our community is remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.

Help keep one another safe

We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written.

Follow the law

We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the Mizo Platform to do their part and adhere to relevant laws and regulations, as well as airport rules and regulations where applicable.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us directly in the app or by contacting the Mizo Support team. Our team is continuously improving our standards and policies, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.

Treat everyone with respect

Treat everyone in the Mizo community as you would like to be treated yourself: with respect. The actions you take while using the Mizo Platform can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently toward other people when using the Mizo Platform and interacting with others in the Mizo community just as you would in any public place.

For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilt drink—you’ll help ensure that everyone has a pleasant ride. Most importantly, remember that when you interact with others in the Mizo community, you may meet people who may look different from you or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when interfacing with others in the Mizo community. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behaviors, post-trip contact, discrimination, and property damage.

Physical contact

Don’t touch strangers or anyone you just met while using the Mizo Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using Mizo Assist who may need help getting into and out of the vehicle) or when limited physical contact is unavoidable (such as during certain Moto rides). Hurting or intending to hurt anyone is never allowed.

Sexual assault and misconduct

We all value our personal space and privacy. It’s okay to chat with other people. But please don’t comment on someone’s appearance or ask whether they are single. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behavior without explicit consent of the other person.

Personal space and privacy should be respected. The following list provides examples of inappropriate conduct but is not exhaustive.

• Do not ask personal questions (for example, about relationship status or sexual orientation)

• Do not comment on appearance (for example, derogatory or “complimentary” comments)

• Do not make explicit comments or gestures (for example, slurs, or graphic or suggestive messages)

• Do not flirt (for example, nonverbal, suggestive flirting, or being too physically close)

• Do not display indecent material (for example, sexually suggestive objects or pictures)

• Mizo has a no-sex rule regardless of whether you know the person or they give you their consent

Threatening and rude behavior

Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. For example, don’t share graphic images (such as those that are sexually explicit or depict physical violence) with others in the Mizo community; this includes unsolicited sharing of such images through Mizo’s online support systems or in connection with an Mizo Platform experience. It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.

Post-trip contact

Contact should end when the trip is complete. Unwanted contact can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip or delivery has been completed. Do not share any unnecessary contact information.

Discrimination

You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behavior, including toward the Mizo Support team. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law.

For example, it is unacceptable to:

• Refuse to provide services based on characteristics like a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law. Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of people. In such jurisdictions, services as required or allowed by these laws and the relevant applicable terms are permissible under these guidelines.

• Rate another user whether drivers, riders or businesses based on these traits.

• Discriminate based on a rider’s destination. We understand how important it is to be fit driving around your life, rather than the other way around. It is not a violation of these guidelines to decline a trip because it does not work for you. But intentionally refusing or canceling requests or using features on the Mizo Platform to avoid receiving trip requests, solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are in that area, is not allowed.

We also want to help increase the transport options and service options for people with disabilities. That’s why we have information available for drivers on this topic. You can go here to Drivers using the Mizo Marketplace Platform who must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals and assistive devices (such as wheelchairs).

Property damage

Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Mizo Platform, breaking or vandalizing a phone or tablet, intentionally spilling food or drink, smoking in a car, damaging a third-party premises, or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tears.

Help keep one another safe

Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age, and more.

Account sharing

Account sharing is not allowed. To use the Mizo Platform, you need to register and maintain your own active account. Don’t let another person use your account, and never share your personal information used in connection with your account, including but not limited to username, password, or photos of yourself, with anyone else to access the Mizo Platform.

People under the age of 18

You must be 18 years or older to have a Mizo account. That means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a ride for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride. These age limitations apply unless our local guidelines, terms or other policies say otherwise.

Extra passengers and non-account riders

When driving with Mizo, no one other than the driver, the requesting rider, and the rider's guests should be in the vehicle. These guidelines apply unless our local guidelines, terms, or other policies say otherwise. When riding with Mizo, the account holder is responsible for the behavior of their entire party. If you request a ride for another adult, you’re held responsible for their behavior during their trip.

Vehicle information

For an easy pickup, the Mizo Platform gives riders identifying information about drivers and their vehicles, including their license plate number, vehicle make, profile picture, and name. Inaccurate or outdated information creates confusion among riders and can diminish their experience using the Mizo Platform.

Drivers must complete trips using only approved vehicles. To provide accurate information, let us know your vehicle information and provide any updates to your documentation that may become invalid, like a driver’s license that’s about to expire.

Seat belts

Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every driver, and every rider including those in the back seat should always buckle up. Riders should always request a car that has enough seats for everyone in their party and not travel in large groups that exceed the number of seat belts in the vehicle. Drivers can decline a ride if there are not enough seat belts in their vehicle for every passenger rider.

Use of dashcams that record video and/or audio

Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Mizo, law enforcement, or insurance companies if something goes wrong on a ride. Please note the following:

• Riders entering a rideshare vehicle with a dashcam may be concerned about how the video, their image, or conversations captured by a dashcam will be used. In some locations, local laws and regulations require that a rider provides consent to being recorded. Please check your local laws to understand your responsibilities.

• Drivers may submit recordings to Mizo at their discretion. Mizo will review submitted footage and take all action consistent with the Community Guidelines and platform terms of use.

Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team.

Be alert

Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road and being well rested, so you can quickly react to any situation. We review reports of crashes and potentially unsafe driving behavior.

Proper maintenance and upkeep

Pursuant to the terms of their agreement with Mizo, drivers are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts, and tires. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the manufacturer.

Share the road

Safe roadways require drivers to practice safe behavior, which includes looking out for all travelers, regardless of how they get around.

Public emergencies

Mizo may take additional measures to try to preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.

For example, if Mizo receives notice from a public health authority that someone using the Mizo Platform may present potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume using the Mizo Platform. Similarly, we may prevent individuals in an entire city or region from using part or all the Mizo Platform or impose other requirements to comply with guidance from authorities during a time of public health emergency, natural disaster or other public crisis, or when the continued availability of the Mizo Platform might present a danger.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using the Mizo Platform to commit any crime such as transporting drugs, money laundering, committing drug or human trafficking, or sexually exploiting children or to violate any other law or regulation is strictly prohibited.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and rules of the road including complying with traffic laws, signs, and signals always when using the Mizo Platform.

All relevant licenses, permits, and any other legal documents required of drivers must be kept up to date. For example, all drivers using a vehicle are required by law to maintain a valid driver’s license, insurance, and vehicle registration. This also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of crashes or traffic citations that may have happened during a trip, and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where drivers can park their vehicle when waiting for riders to arrive or to exit a vehicle. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.

For riders, let your driver handle driving. For example, for riders, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. For riders, don't ask a driver to speed or to make illegal stops, drop-offs, or maneuvers.

Car seats

Drivers and riders should comply with applicable laws when travelling with infants and small children. Where use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children aged 12 and under should travel in the back seat.

When picking up riders traveling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat, if a driver is not comfortable with a rider installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.

Service, animals and assistive devices

Drivers using the Driver app may not deny riders with a service animal or assistive device (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws generally prohibit drivers from denying service to riders because of their service animals or assistive devices, and from otherwise discriminating against riders with service animals or assistive devices, even if a driver has religious objections or a fear of animals. Knowingly refusing a rider a trip because of their service animal or assistive devices will result in losing access to the Mizo Platform unless legally permitted.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed while using the Mizo Platform.

The law prohibits driving or biking while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.

If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to Mizo.

Firearms ban

Riders and their guests, as well as drivers are prohibited from carrying firearms while using the Mizo Platform, to the extent permitted by applicable law.

Fraud

Deception can weaken trust and be dangerous. Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your Mizo accounts, disputing charges or fees, and requesting credits. Only request fees, charges or refunds that you’re entitled to, and use offers and promotions only as intended. Don’t knowingly complete invalid transactions.

Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip for fraudulent purposes or otherwise; accepting trip and requests without the intention to complete, including provoking riders to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, accepting, or completing fraudulent or falsified trips; actions intended to disrupt or manipulate the normal functioning of the Mizo Platform, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing fees or charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.

Street hails and off-platform pickups

To enhance the safety of each experience, off-platform pickups are prohibited. The law prohibits street hail while using the Mizo Platform, so never solicit or accept payment outside the Mizo Platform. Riders should not pay for trips and riders should not request trips from drivers outside of the Mizo Platform.

Other unacceptable activities

Never use Mizo‘s trademark or intellectual property without permission. If it’s required under local law to display Mizo-branded items, drivers should only use Mizo-branded items that are obtained from Mizo. Drivers should not display Mizo-branded items when they are not accessing the platform. Drivers should also return Mizo-branded items to Mizo if they lose access to the platform. The use of unauthorized or third-party and Mizo’s name or trademark may confuse riders.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability helps create a respectful, safe environment. And if something happens such as a traffic accident and you want to report it, you can tap Help in the app, so that our Support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Mizo.

Trip acceptance

If you’re a driver and you don’t want to accept trip requests, you can just go offline or log off. This helps keep the system running smoothly for everyone.

For drivers if you consistently decline consecutive trip or order requests, our technology may assume you do not want to accept more trips or orders or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin confirming availability for trips and orders again.

How Mizo enforces our guidelines

Losing access to the Mizo Platform may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the Mizo Platform. If you violate any terms of your contractual agreement with Mizo, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Mizo to you from time to time, you can lose access to all or part of the Mizo Platform. If you have more than one Mizo account, such as a rider account and a driver account, violating the Community Guidelines could also lead you to lose access to all Mizo accounts. If you believe an error caused you to lose access to your account, you may contact the Mizo Support team.

Mizo receives feedback and reviews reports submitted to our Support team that may violate our Community Guidelines and may investigate through a specialized team. If we are made aware of potentially problematic behavior, we may contact you so we can investigate it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete.

Not following any one of our guidelines may result in the loss of access to all or part of Mizo Platform. This can include reported violations of our Community Guidelines and certain actions you may take outside of the Mizo Platform, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the Mizo community, our employees, and contractors, or cause harm to Mizo’s brand, reputation, or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Mizo Platform. Any behavior involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity while using the Mizo Platform can result in the immediate loss of access to the Mizo Marketplace Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation.

Arlanda airport regulates the provision of certain services, including ridesharing services. If we determine that your driver account is not in compliance with applicable regulatory requirements, we may be required to remove your access to the Mizo Platform.

Lastly, drivers wanting to use the Mizo Platform may undergo a screening process, including motor vehicle record check and background checks as applicable. A driver will lose access to their Mizo account if a motor vehicle record check, criminal background, or other checks uncovers a violation of Mizo’s Community Guidelines or other criteria required by local regulators.

Note: Drivers are not agents (actual, ostensible, or otherwise) or employees of Mizo. Drivers do not act pursuant to any authority (actual, apparent, or otherwise). They are independent third-party providers