TheLifeFirst Community Guidelines Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including drivers, riders. Thank you for joining us to support and safeguard a welcoming environment.
The guidelines below help explain some of the specific kinds of behaviour or circumstances that may cause you to lose access to the TheLifeFirst platform. There will always be unforeseen events that may ultimately lead to you losing access to the TheLifeFirst apps—and we’ll update these guidelines regularly—but the following guidelines are sufficient cause for TheLifeFirst to take action. Please take a moment to read them. Everyone who signs up for an TheLifeFirst account is required to follow TheLifeFirst’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. Follow the law We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses our apps to do their part and adhere to applicable 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. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Treat everyone with respect Treat your fellow TheLifeFirst app users as you would like to be treated yourself: with respect. The actions you take while using the TheLifeFirst apps can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently toward other people when using the TheLifeFirst apps—just as you would in any public place.
For example, always try to be on time for your ride because nobody likes to wait. It’s also common courtesy not to shout, swear, or slam the ambulance door. And by tidying up after yourself—whether it’s taking your trash home or cleaning up a spilled drink—you’ll help keep the ambulance in good condition and help ensure the next person has a pleasant ride, too. Most importantly, remember that when you use the TheLifeFirst apps you will meet people who may look differently or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when they use the TheLifeFirst apps. That’s why we’ve created standards on physical contact, sexual assault and misconduct, rude behaviour, unwanted contact, and discrimination. Physical contact Don’t touch strangers or anyone you just met while using any of TheLifeFirst’s apps. Hitting, hurting, or otherwise intending to hurt anyone is never allowed. Sexual assault and misconduct We all value our personal space and privacy. It’s OK 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 behaviour without explicit consent of the other person. Personal space and privacy should be respected. The following list provides examples of inappropriate conduct. Behaviour and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles, and winks. Don’t touch or flirt with people you don’t know. Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity, or sexual orientation. Refrain from asking unrelated personal questions, such as "Are you in a relationship?" Avoid discussing your own or someone else’s sex life, using explicit language, or making jokes about sex.
Threatening and rude behaviour Aggressive, confrontational, and harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It may be a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs. Unwanted contact Contact should end when the trip is complete, unless it’s to return a lost item. For example, texting, calling, visiting, or trying to visit someone in person after a trip has been completed is not allowed.
Discrimination You should always feel safe and welcome. That’s why we don’t tolerate conduct we’ve determined to be discriminatory. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital status, national origin, race, religion, 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 status, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under relevant law. It is also unacceptable to rate another user—whether they’re a customer, driver or rider—based on these traits. In addition, it is not acceptable to discriminate on the basis of a rider’s destination. We understand how important it is to fit driving around your life, rather than the other way around. It is not a violation of these guidelines to pass on a trip because it does not work for you. But intentionally refusing or cancelling requests, or using features in the TheLifeFirst apps to avoid receiving trips solely for the purpose of avoiding a particular neighbourhood due to the characteristics of the people or businesses that are located in that area is not allowed.
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 any TheLifeFirst app, you need to register and maintain an active account. Don’t let another person use your account, and never share your personal username and password with anyone else.
People under the age of 18 You must be 18 years or older to have an TheLifeFirst account. Adults can’t request a ride for someone under the age of 18 or allow children to ride alone—they must be accompanied by an adult. Extra passengers When driving with TheLifeFirst, no one other than the requesting rider and the rider's guests are permitted in the vehicle. When riding with TheLifeFirst, the account holder is responsible for the behaviour of their entire party. If you request a ride for someone else, you’re held responsible for their behaviour during their trip.
Vehicle information For an easy pickup, the TheLifeFirst apps give riders and customers identifying information about drivers and their vehicles, including their license plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among riders and customers and can diminish their experience using the TheLifeFirst apps. Drivers should take trips using only approved vehicles. To provide accurate information, let us know your vehicle information and 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 car crashes. Every driver and rider—including those in the back seat—should always buckle up if available. Use of cameras or other video or audio recording devices Drivers may choose to install and use video cameras, dash cams, or other recording devices to record rides or otherwise for the purpose of fulfilling transportation services. Local law or regulations may require individuals using recording equipment in vehicles to fully disclose to riders that they are being recorded in or around a vehicle and obtain consent. Please check local regulations in your city to determine if these apply.
Broadcasting a person’s image, audio, or video recording is not allowed. 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, being well rested, and watching for situations that may require quick action. We review rider and customer reports of potentially unsafe driving behaviour.
Proper maintenance and upkeep Drivers are expected to maintain their ambulances with brakes, seat belts, and tires in good operating condition. This means maintaining your vehicle according to industry safety and maintenance standards. Share the road Safe roadways means practicing safe behaviour, which includes looking out for all travellers, regardless of how they get around. Public emergencies TheLifeFirst 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 TheLifeFirst receives notice from a public health authority that someone using the TheLifeFirst platform may present a potential for public harm, we may waitlist the individual’s account until it is reasonably safe to allow the individual to resume using the TheLifeFirst platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the TheLifeFirst platform in order to comply with guidance from authorities during a time of public health emergency, natural disaster, or other public crisis situation, or when the continued availability of the TheLifeFirst platform might present a clear and present danger. Follow the law We have standards based on applicable laws and regulations that everyone must follow. For example, using the TheLifeFirst apps 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 is strictly prohibited. Ambulance seats Drivers and riders should comply with applicable laws when traveling with infants and small children. Follow all laws Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including speed and traffic laws—at all times when using the TheLifeFirst apps. To maintain uninterrupted access to the TheLifeFirst apps, all relevant licensing and permitting requirements for 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. We review rider and customer reports of collisions or traffic citations that may have happened during a trip, and other reports that may indicate poor, unsafe, or distracted driving, while using the TheLifeFirst apps. Local rules about parking may limit where you can park your vehicle while waiting for riders to arrive. For riders and customers, let your driver handle the driving. For example, 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. Don't ask a driver to speed or to make illegal stops, drop-offs, or manoeuvres. Property damage Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the TheLifeFirst apps; breaking or vandalizing a phone or tablet; intentionally spilling food or drink; smoking in a car; 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 tear. Firearms ban Riders and their guests, as well as drivers are prohibited from carrying firearms of any kind while using the TheLifeFirst apps, to the extent permitted by applicable law. Fraud Deception can weaken trust and also 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 accounts, disputing charges or fees, and requesting credits. Only request fees 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 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; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts.
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 behaviour. 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 or visit https://thelifefirst.com/ so that our customer 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 TheLifeFirst.
Ratings After every trip, drivers and riders are able to rate each other on a scale of 1 to 5 stars, as well as give feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers can see their current rating in the Feedback section of the app. Riders can see their rating displayed under their name by opening the app and touching the menu. If you are a driver or a rider, your rating is an average rating based on your last 500 rated trips, or from the total number of rated trips if you haven’t had 500 rated trips yet. If your rating is lower than the minimum average rating in your city, we will let you know. Drivers and riders that don’t meet the minimum average rating for their city may lose access to the TheLifeFirst apps. If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the TheLifeFirst apps. Drivers using the TheLifeFirst app typically provide excellent service to their riders and most riders are courteous and respectful, so most trips run smoothly. But we know that sometimes a trip doesn’t go well—that’s why your rating is an average rating. There is a minimum average rating in each city. This is because there may be cultural differences in the way people in different cities rate each other. We will let you know if your rating is approaching this limit, and if you lose access to your account as a result of your rating, we will share information that may help you improve your rating. If you believe an error caused you to lose access to your account, you may contact the TheLifeFirst customer support team. As a rider, if you lose access to your TheLifeFirst account, you will not be able to access either the TheLifeFirst app for riders. Delivery, order, and trip acceptance If you’re a driver and you don’t want to accept trip requests, you can just log off. This helps keep the system running smoothly for everyone.
For drivers, if you consistently decline trips in a row, our technology may assume you do not want to accept more trips or have forgotten to log out, and you may be temporarily logged out. How TheLifeFirst enforces our guidelines Losing access to the TheLifeFirst apps 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 TheLifeFirst apps. If you violate any applicable terms of use, terms of the contractual agreement you agreed to when signing up for an account with TheLifeFirst, or any of these Community Guidelines, you can lose access to the TheLifeFirst apps. And if you have more than one TheLifeFirst account, such as a rider account and a driver account, violating the Community Guidelines could also lead you to lose access to all TheLifeFirst accounts.
TheLifeFirst receives feedback through a variety of channels, reviews reports submitted to our customer support team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into 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 of our guidelines may result in the loss of access to your TheLifeFirst accounts. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the TheLifeFirst community, or cause harm to TheLifeFirst’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 TheLifeFirst apps. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using the TheLifeFirst apps can result in the immediate loss of access to the TheLifeFirst apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Guidelines for Law Enforcement Authorities.
Lastly, all drivers wanting to use the TheLifeFirst apps undergo a screening process, including motor vehicle record and background checks. A driver will lose access to their TheLifeFirst account(s) if a routine motor vehicle record or background check uncovers a violation of TheLifeFirst’s Community Guidelines or other criteria required by local regulators.