Soole's Community and Safety Guidelines

Everyone is verified before they can travel

You cannot book a seat or carry a passenger on Soole until your identity has been verified. This is not optional and there is no guest mode.

• Passengers: Verified against a national identity number before a first booking.
• Drivers: Verified identity, plus a driver's licence and the vehicle itself - registration documents and photographs of the car, reviewed by our team before the vehicle carries anyone.
• Companies: Fleet operators are checked against their CAC registration before their drivers can be dispatched.

The person beside you went through the same checks you did. That is the point of requiring them.

What we expect from everyone

• Be who you say you are: Travel under your own account. Do not book a seat for somebody else to take without telling the driver - the manifest is what a driver relies on, and in an emergency it is what we rely on.
• Treat people decently: No harassment, no discrimination, no unwanted physical contact, no abusive language. This applies in the vehicle and in the in-app chat.
• Keep the trip as agreed: The route, the pickup point and the price are what both sides accepted when the seat was booked. Renegotiating the fare mid-journey is not allowed.
• Turn up, or tell somebody you are not coming: A no-show costs a driver a seat they could have sold and delays everybody else in the vehicle. A seat cannot be cancelled in the app until two hours after the trip should have started, so if your plans change before then, report the trip or contact support - and message the driver, who is otherwise waiting for you.

What we expect from drivers

• Drive the vehicle you registered: Passengers get in based on the car, colour and plate shown in the app. Arriving in a different vehicle is grounds for a passenger to cancel and report you.
• Drive within the limits: Speed is monitored during trips. Fleet operators set a limit for their vehicles and are alerted the moment it is exceeded.
• No alcohol, no drugs: Immediate and permanent removal. There is no warning for this one.
• Carry the passengers you accepted: Refusing somebody at the pickup point on the basis of who they are is discrimination, and is treated as such.

Safety tools you have during a trip

These are in the app and available while a journey is running:

• SOS: Sends an alert with your exact location to our team. Use it if you feel unsafe. This is the one thing on Soole that always reaches us by SMS as well as in-app, because it has to work when the app cannot.
• Emergency contacts: Add the people who should be told if you trigger an SOS. They are notified with your location.
• Share your trip: Send anyone a link and they can follow the vehicle live - the driver, the car, the route and the arrival time - without installing anything. Use it for long journeys and night travel.
• In-app chat: Message the driver without exchanging phone numbers. Keeping the conversation in the app also means there is a record if something is disputed later.

In a genuine emergency, call the Nigeria Police on 112 or 199 first. SOS reaches us; it does not reach the police.

Reporting somebody

Every trip can be reported from its own screen, during or after the journey. You do not need the other person's agreement, and they are not told who reported them.

• The trip details - route, driver, vehicle, fare - are attached automatically, so you only have to describe what happened.
• Reports are reviewed by our team, not handled automatically. A single report does not remove anyone, and a pattern of them does.
• Reporting a trip is separate from asking for a refund. Doing one does not do the other, and you can do both.

What happens to an account we act on

An account that breaks these rules is suspended: they cannot sign in, and any session already open stops working immediately.

• We suspend rather than delete. Deleting an account destroys its trips, bookings and payment records - including the evidence in the report itself, and including the history of everyone who travelled with them.
• A suspension can be lifted if a report turns out to be wrong. A deletion cannot be undone, which is why we do not use it as a punishment.
• Money already owed to a suspended account is still theirs. Suspension is not a fine.

Talk to us

If something happened on a trip and you are not sure whether it is worth reporting, report it. We would rather read something minor than miss a pattern. Support is in the app, and our contact details are on this site.