Safety Policy

1. Why this page exists

Glydr’s safety stack is described in marketing copy on glydr.africa. This page is the operational version: how each piece actually works, what triggers it, and what we do when it fires. It is also a legal commitment — by accepting the Terms of Service you consent to these features running on your account during a Trip.

2. Verified on both sides

Every Driver and every Passenger completes identity verification before booking or being booked. We use Smile Identity for Ghana Card capture, face liveness, and (for Drivers) driving licence verification. Drivers also upload vehicle photos and we verify their motor insurance status through the National Insurance Commission’s public API. We re-verify expiring documents.

For more detail on what Smile Identity holds and how to request deletion, see the Identity Verification Notice.

3. Emergency contact + trip-share SMS

You can add one emergency contact (name + phone) to your Glydr profile. When you turn on “Share location to emergency contact via SMS,” the following happens at the moment your Trip starts:

• Glydr generates a unique, opaque trip-share token bound to your emergency contact’s phone number.
• Glydr sends an SMS through mnotify to your emergency contact with a short trip-tracking link. Anyone holding that link can watch your live position until the Trip ends or the link expires.
• The link opens a public web page that streams your driver’s current location and the trip’s planned route. It does not expose your phone number, your full name, or your Ghana Card.

If you forward this SMS to other people, those people gain the same access. Treat the link like you would treat a digital house key.

4. SOS button

Every Trip screen has an SOS button. One tap:

• marks the Trip as a SAFETY_SOSincident in Glydr’s operator console;
• alerts the Glydr operations team in real time, with your identity, your driver’s identity, the vehicle plate, and your live location;
• sends an SMS through mnotify to your emergency contacts and to the Glydr ops-alert phone CSV with the same live tracking link described above;
• pings the Driver’s app and the Passenger’s app to confirm the SOS state.

For an active criminal incident, the operator team will contact the Ghana Police Service. The operator team aims for human contact with you within 5 minutes.

Don’t use SOS for trivial issues— billing mistakes, missing items in the vehicle, or driver-rudeness complaints belong in the in-app “Report a problem” flow.

5. Destination check-in

When the Driver marks the Trip as ended, the Passenger gets a short window to tap “I’ve arrived” in the app. If you don’t tap it within 15 minutes of the end-trip signal, a Glydr operator will phone you. If we cannot reach you, we may also contact your emergency contact.

Check-in is mandatory by design. Tap it when you arrive.

6. Ratings that mean something

Every Trip is rated by both sides. Ratings are immutable. Free- text comments are visible to the other party and to Glydr operators. Driver ratings below a published threshold trigger manual review and may lead to suspension. Passenger ratings below a published threshold limit booking access.

7. What you should do, as a Passenger

1. Add an emergency contact in your profile.
2. Turn on “Share location to emergency contact via SMS” if you can.
3. Before the Trip starts, check the Driver’s photo and the vehicle’s plate match the in-app booking.
4. Wear a seatbelt.
5. Tap “I’ve arrived” when you reach.
6. Use SOS only for actual safety concerns; report everything else through the in-app report flow.

8. What you should do, as a Driver

1. Keep your documents current — licence, roadworthiness, insurance.
2. Keep location services enabled during a Trip.
3. Pick up the phone when a Glydr operator calls.
4. Never solicit off-platform payment.
5. Respect Passengers’ safety preferences (seatbelts, smoking, window-up/down, recording).

9. What you should NOT expect from the safety stack

Honesty about limits:

• The safety stack does not replace your Driver’s motor insurance. See the Insurance Disclosure.
• Live location runs over your mobile data network. In areas with poor coverage (rural roads, tunnels, underground parking) the stream pauses until coverage returns.
• SOS escalation depends on your operator’s working hours. During the Accra pilot we aim for 24/7 coverage; if we cannot guarantee that at any time we will publish reduced-coverage hours.
• We do not transcribe your in-vehicle conversations and we do not have in-cabin cameras. Driver dashcams pointed outward are permitted; in-cabin recording requires the consent of every Passenger and is governed by the Community Guidelines.

10. Reporting an incident after the fact

Use the in-app “Report a problem” flow within 24 hours of the Trip if you can — that’s when our operators can still reach the Driver, hold the funds in escrow, and act on the GPS trace. After 24 hours we will still investigate, but operationally we have fewer tools.

Email safety@glydr.africa for sensitive incidents that you do not want to log through the app.