Code of Conduct: Customer

In order to Drive Southeast Asia Forward, we need everyone in our community to work together towards a Safer Everyday. By using Grab, GrabFood or GrabExpress as a passenger or customer, you are bound by the following Code of Conduct, in addition to our Terms of Service and the local laws where you use Grab. If you’re found to be in breach of the following guidelines, Grab may take action including temporarily or permanently suspending your account.

Assault, harassment or abuse of any kind will not be tolerated. 

The following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. You should not attempt to contact your driver or fellow passengers after the trip, unless it’s to arrange the return of a lost item.

Follow road safety laws.

Do not ask your driver to speed or commit traffic violations, including stopping at unsafe or illegal locations. Wear a seatbelt at all times. Wear a helmet if travelling on a bike or scooter. Babies, children and any pets must travel with appropriate restraints where governed by local laws.

Theft, robbery, or property damage will not be tolerated.

You may be penalised under the prevailing law in the event of any theft, robbery, acts of vandalism, or damage to the driver’s vehicle or other property.

Drugs, weapons and hazardous materials must not be brought inside the vehicle.

If you suspect your driver is under the influence you have the right to end the trip immediately and alert the authorities. Likewise, do not use Grab as a platform to transport drugs, weapons and hazardous materials..

Show up and be on time. 

Book when you’re ready to travel. Show up for your ride – and be punctual. Don’t cancel without good reason. This may result in additional charges incurred. If you’ve made an order with GrabFood, don’t cancel or change the order without good reason. Always ensure someone is there to receive your food.

Ensure a seamless pickup.

Choose the correct Pick Up location. Communicate with your driver to find each other. Confirm your driver’s identity before boarding the vehicle (Grab) or handing over your parcel (GrabExpress).

Ensure a seamless drop-off. 

For all Grab, GrabFood and GrabExpress bookings, ensure your Drop-Off location is accurate and safe before booking. All our drivers are trained to follow the route suggested by the GPS. No detours or pit stops, unless you are using the Multi-Stop Ride feature (only for Grab rides). If you need to alight at a different drop-off point, please use our “Change Drop Off Point” feature (only for Grab rides).

Be polite and respectful. 

Treat your driver with respect at all times. Don’t smoke/ vape. Don’t litter, spit, vomit, shout, swear, put your legs on the dashboard, consume food or drinks, or slam the door.

Leave nothing behind.

Remember to bring your belongings & trash with you. 

Rate your driver fairly.

After every trip or delivery, show your appreciation for your driver or delivery partner by rating the trip and providing feedback.

Respect your driver’s privacy. 

You MUST keep confidential all personal data (i.e name, car plate number) that comes into your possession. Unauthorised collection, use or disclosure of personal data of our users is strictly prohibited. 

In case of emergency…

Always call the authorities first. Once all parties are safe and authorities have been notified, contact Grab to report the incident.

Comply with our Terms.

You must be 18 to hold a Grab account, and this means minors must be accompanied. Customers of GrabFood must be of legal age to buy alcohol. Do not book a ride on behalf of a stranger. Keep up to date with our other Terms of Service here.

Use the right service. 

Are you travelling with lots of luggage or more than 4 passengers? Do you need to send an item to a friend? Choose the right Grab service for your needs, or your driver/delivery-partner may refuse to take you.

Use the service properly.

Don’t use Grab to deliver unaccompanied goods (unless you’re using Grab Food or Grab Express). Don’t overload the vehicle with luggage or use the service for moving house. For GrabExpress, abide by the maximum weight and volume recommendations. Don’t make arrangements with drivers outside the application – we can’t provide support or help to ensure your safety.

Act in good faith.

Do not share accounts or create duplicate accounts. Always provide truthful information when creating and accessing your accounts, disputing charges or fees, or when writing in to provide feedback. Use offers and promotions only as intended.

Make correct payment.

Check your mode of payment (including any promo or rewards codes) before booking. Confirm the final fare (including any tolls) before alighting. Always pay the correct fare as displayed on the Grab app. For GrabFood, confirm the items and price of your basket before check-out. 

Your account, your responsibility.

You are responsible for the behaviour of your guests and bookings made under your account. Keep your account details up to date. Only access your account through the official Grab app. Keep your password private. Don’t respond to any requests for your login details. Use GrabPay PIN for extra security. If you see or hear something suspicious, reach out to us.

Komsan Chiyadis

GrabFood delivery-partner, Thailand

Komsan Chiyadis

GrabFood delivery-partner, Thailand

COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.

As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.

Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.