Rider Acceptable Use Policy

PenPenGo Mobile App — Rider Acceptable Use Policy (AUP)
Last updated: 6 August 2026

This Acceptable Use Policy (“AUP”) governs your access to and use of the PenPenGo mobile application, website, and related services (collectively, the “Services”). By creating an account or using the PenPenGo platform as a passenger or end user (“User”), you agree to comply with this AUP. Violation of this policy may result in immediate suspension, account termination, and potential legal action.

1. Compliance with Local Laws & Law Enforcement Requests

• Governing Jurisdiction: PenPenGo complies with all local, state, federal, and national laws, rules, and regulations of the specific state or country in which it operates. Users must likewise obey all applicable laws of the jurisdiction where the ride takes place.
• Law Enforcement Data Requests: If law enforcement or government authorities seek access to User data, ride logs, or account information by court order, subpoena, warrant, or other legal process, PenPenGo shall strictly follow and fulfill such requests in accordance with the laws of that specific country or jurisdiction.

2. Eligibility & Account Responsibilities

To use PenPenGo as a passenger, you agree that:

• Age Requirement: You are at least 18 years old (or the legal age of majority in your jurisdiction). Minors are strictly prohibited from requesting or taking rides unaccompanied unless specified under authorized family or youth account features.
• Accurate Information: You must provide accurate, current, and complete registration details, including your real name, valid contact phone number, and legitimate payment method.
• Account Security: You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify PenPenGo immediately of any unauthorized access.
• One Account Per User: Duplicate, fake, or fraudulent user accounts are strictly forbidden.

3. Respectful & Safe Conduct

PenPenGo strives to provide a safe, respectful environment for drivers, passengers, and the community. When interacting with drivers, customer support, or using the app, you agree NOT to:

• Harass or Discriminate: Engage in aggressive, abusive, threatening, or discriminatory behavior based on race, ethnicity, religion, gender, sexual orientation, disability, or national origin.
• Physical Contact: Unwelcome physical contact with the driver or other passengers is strictly prohibited.
• Sexual Misconduct: Engaging in sexual harassment, inappropriate comments, unwanted advances, or sexual acts inside or around the vehicle is strictly forbidden.
• Damage Vehicle Property: Intentionally or recklessly cause damage to the driver’s vehicle, including leaving litter, spilling food or drinks, or vandalizing equipment. Cleaning or damage fees will be charged to your account if applicable.
• Violate Traffic Laws: Ask the driver to exceed legal speed limits, carry more passengers than there are working seatbelts, or violate traffic regulations. Seatbelts must be worn at all times where required by law.

4. Prohibited Items & Substances

For the safety of drivers and passengers, the following items and substances are strictly prohibited inside vehicles booked through PenPenGo:

• Weapons & Hazardous Materials: Firearms, explosive devices, dangerous chemicals, or illegal weapons of any kind (regardless of local concealed carry permits, unless explicitly allowed by applicable governing law).
• Illegal Substances: Transporting or consuming illegal drugs or controlled substances.
• Smoking & Vaping: Smoking tobacco, using e-cigarettes, or vaping inside the vehicle is strictly prohibited.
• Alcohol: Open containers of alcohol are strictly forbidden inside the passenger cabin.

5. Platform Safety & App Integrity

You agree to use the PenPenGo application solely for its intended purpose. You agree NOT to:

• Bypass Security: Attempt to gain unauthorized access to any portion of the app, backend servers, databases, or network infrastructure.
• Interfere with Services: Distribute viruses, spyware, malware, or any code intended to disrupt, damage, or limit the functionality of the PenPenGo platform.
• Scrape or Reverse Engineer: Decompile, reverse engineer, scrape, crawl, or extract data from the app without explicit written consent from PenPenGo.
• Off-Platform Transactions: Solicit or pay drivers outside the PenPenGo platform for rides initiated through the app, except for discretionary cash tips where permitted.

6. Payments, Cancellations & Fraud

• Authorized Payments: You must use payment methods that you are authorized to use. Using stolen credit cards, fraudulent accounts, or initiating unauthorized chargebacks will lead to permanent account termination and potential legal prosecution.
• Fair Cancellation: Repeatedly requesting and canceling rides to manipulate fares, driver locations, or app dispatching algorithms is considered a violation of this policy.
• Fees: You are responsible for all charges incurred under your account, including base fares, tolls, wait time fees, cancellation fees, and cleaning/damage fees assessed as a result of your ride.

7. Zero Tolerance & Enforcement

If you violate this AUP, PenPenGo reserves the right to take any of the following actions at its sole discretion:

1. Issue a formal warning.
2. Temporarily freeze or restrict your access to the platform.
3. Permanently ban and deactivate your account.
4. Report illegal activity or threats to local law enforcement.

8. Contact & Reporting Violations

If you experience or witness a violation of this Acceptable Use Policy during a ride or while using the app:

• Immediate Safety Concerns: Please contact emergency services / local emergency authorities immediately.
• Report to PenPenGo: Report the incident through the in-app support center or reach out directly to support@penpengo.com.