Deactivation & Appeals Policy
Nobody loses access to their livelihood without a reason, a record, and a right of appeal.
Last updated 8 July 2026
This policy covers how NamCab restricts or removes accounts — riders and drivers alike — and how to appeal. For drivers, platform access can be a livelihood, so we hold ourselves to a higher standard of process on driver deactivations.
The enforcement ladder
Zero-tolerance violations — violence, sexual misconduct, impaired driving, weapons, serious fraud — skip the ladder and go straight to deactivation while we investigate.
| Step | What it means |
|---|---|
| Warning | A recorded notice explaining the violation and what must change. |
| Feature restriction | Temporary limits — for example, reduced access to offers, or removal from a specific service. |
| Temporary suspension | Access paused while a matter is investigated or as a sanction for a repeated violation. |
| Permanent deactivation | Removal from the platform. Reserved for zero-tolerance violations, fraud, or repeated violations after warnings. |
Grounds for action
- Violations of the Community Guidelines, Safety Policy or Anti-Fraud Policy.
- For drivers: lapsed required documents (access is paused automatically until renewed — this is not a sanction and needs no appeal, just a renewal).
- Sustained patterns that harm the marketplace: excessive cancellations, ratings consistently far below the community standard, repeated no-shows.
- A legal or regulatory requirement to suspend an account.
What we promise on process
- You will be told what happened: the rule involved and, to the extent we can share it without compromising a reporter’s safety, what was reported.
- A person reviews every deactivation before it becomes permanent.
- Safety-based interim suspensions are neutral holds during investigation, not findings of fault — and we say so.
How to appeal
- 1Submit an appeal within 14 days via the app or a support request on this site (category: “Account / appeal”).
- 2Say what outcome you dispute and include anything we should see — the trip, witnesses, documents.
- 3A reviewer who was not involved in the original decision looks at the case.
- 4You receive a written outcome within 14 days: upheld, modified, or reversed. If we got it wrong, access is restored and the record corrected.
Questions about this policy?
If this policy affects a trip you took or an issue you're facing, our support team can help — fare disputes, reports and appeals all start with a support request.
Submit a support request