Wilma Community Guidelines
One of Wilma’s core values is to “Look Out For One Another” so we ask that you please respect these Guidelines and thank you for your commitment to keeping our riders and drivers safe.
Please refer to the NACI guidelines for the most updated information on public health measures.
Guidelines for the United States and Canada
Thank you for joining us in supporting and safeguarding a welcoming environment.
These Wilma Community Guidelines (“Guidelines”) were developed to help make every experience with Wilma’s services feel safe, respectful, and positive. They apply to everyone who uses Wilma’s website and mobile application (collectively, the “App”), including but not limited to riders, drivers, members, merchants and businesses. It also includes interactions you may have with Wilma employees and contractors, through online support systems, or over the phone. Our guidelines also apply to other conduct outside the App that we become aware of, including but not limited to information from other platforms, when such conduct may threaten the safety of the App.
These Guidelines help explain some of the specific kinds of positive community engagement on the App, as well as the code of conduct to create continuity within our Wilma community. There will always be unforeseen events that may ultimately lead to your losing access to using the App and services, but these Guidelines – which we’ll update regularly – provide the basis for behaviour we expect from all in the Wilma community. The Guidelines were developed with strict oversight to keep the safety for all Wilma members and stakeholder groups enforced. Wilma reserves the right to terminate any membership that is in violation of the terms of these Guidelines. Please take a moment to read them.
Guidelines for all of us
Everyone who signs up for a Wilma account is required to follow these Guidelines. They reflect the following four 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. These Guidelines in this section help to foster positive interactions during every experience.Riders are welcome to have eligible guests join them in their rides, but are responsible for making sure their guests also comply with these Guidelines as riders.
- Look Out for One Another
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. Our membership model already leads itself to a safer environment but that doesn’t mean there are not strict guidelines on how our members will be treated and how our drivers will be respected as an integral part of the community.
- Follow the Law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the App to do their part and adhere to relevant 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 directly in the App or by contacting the Wilma Support Team. Our team is continually improving our standards and policies, and your feedback is important so that we can take appropriate action to keep our standards relevant as our technology evolves.
1. Treat everyone with respect
Wilma is North America’s first women-driving-women, ride-hailing membership service dedicated to creating a safe space for women to travel and work safely within the ride-hailing gig economy. We are at the forefront of solutions to provide an alternative, hassle-free ride hailing service and job opportunities that work for and empower women. When you join Wilma, you are entering a community of empowered women who are choosing to travel together.
At Wilma, we recognize the dignity and worth of every person and will provide equal rights and opportunities without discrimination. Therefore, non-binary and trans people will also be provided access that is consistent with their gender identity.
Treat everyone in the Wilma community as you would like to be treated yourself: with respect. The actions you take while using the App 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 App and interacting with others in the Wilma community—just as you would in any public place.
For example, always try to be on time for your ride. It’s also common courtesy not to shout, swear, or slam doors. Most importantly, remember that when you interact with others in the Wilma community, you may meet people who may look different from you or think differently than you. Please respect those differences. We believe that everyone should feel supported and welcomed when interacting with others in the Wilma community. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behaviour, post-trip contact, discrimination, and property damage.
Sexual assault and misconduct
At Wilma, we have built a model with a primary purpose of safety for our women drivers and riders. That being said, the same rules apply to our rider and driver members, as it pertains to 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, for example. Sexual misconduct of any kind is prohibited. Sexual misconduct refers to sexual contact or behaviour without the explicit consent of the other person.
Personal space and privacy should be respected. The following list provides examples of inappropriate conduct but is not exhaustive:
- Do not ask personal questions (for example, about relationship status or sexual orientation)
- Do not comment on appearance (for example, derogatory or “complimentary” comments)
- Do not make explicit comments or gestures (for example, slurs, or graphic or suggestive messages)
- Do not flirt (for example, nonverbal, suggestive flirting, or being too physically close)
- Do not display indecent material (for example, sexually suggestive objects or pictures)
We do not tolerate any verbal or physical abuse of any kind. In the event of any allegation of physical abuse by a driver or a rider (or the rider’s guests), the driver or the rider, as the case may be, will have their membership suspended pending an investigation by Wilma.
Rude and Threatening Behaviour
Aggressive, confrontational or harassing behaviour is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. For example, if you are frustrated with a rider’s gratuity or lack thereof, you may never complain to the member about this. Just like in a restaurant, members are not mandated to tip. If they do be grateful and thankful. This also includes unsolicited sharing of such images through Wilma’s online support systems or in connection with an App experience. It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
Contact should end when the trip is complete unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes, for example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip has been completed. Do not share any unnecessary contact information.
At Wilma, we are a membership for women to support women. Women members are allowed to bring a male guest but the rider is solely responsible for their guest’s behaviour. You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour, including toward the Wilma Support Team. Do not discriminate against someone based on traits such as their age, color, disability, marital status, pregnancy, national origin, race, religion, 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, color, disability, marital status, national origin, race, religion, sexual orientation, or any other characteristic protected under relevant law.
- Rate another user – whether drivers, riders, merchants, businesses – based on these traits.
- Discriminate on the basis of a rider’s destination location. 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 decline a trip because it does not work for you. But intentionally refusing or canceling requests, or using features on the App to avoid receiving trip requests, solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located in that area, is not allowed.
Accessibility and Service Animals
Drivers using the App must comply with all relevant laws governing the transportation of members with disabilities, including transporting service animals and assistive devices (such as wheelchairs).
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the App, breaking or vandalizing a phone or tablet, intentionally spilling food or drink, smoking in a car, damaging a merchant’s premises, or vomiting or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear. After a thorough investigation, your account will be charged at the cost to remedy the damage.
2. Look Out for One Another
Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, member age, and more.
Account sharing is not allowed. To use the App, you need to become a member and maintain an active account. Don’t let another person use your account, and never share your personal information used in connection with your account, including but not limited to username, password, or photos of yourself, with anyone else to access the App.
People under the age of 18
You must be 18 years or older to have a Wilma account. This means that you must be at least 18 years old to ride unaccompanied in a vehicle. Members can’t request a ride for someone under the age of 18 who will not be accompanied by either the member or another eligible adult during the ride. These age limitations apply unless our local guidelines, terms, or other policies say otherwise.
Extra members and guests
When driving with Wilma, no one other than the driver, the requesting member, and the member’s guests should be in the vehicle. These Guidelines apply unless our local guidelines, terms, or other policies say otherwise. When riding with Wilma, the member is responsible for the behaviour of their entire party. If you request a ride that includes a guest, you will be held responsible for their behaviour during their trip.
For an easy pickup, the App gives members 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 can diminish their experience using the App.
Drivers must complete trips using only approved vehicles. To provide accurate information, let us know your vehicle information and provide any updates to your documentation that may become invalid, like a driver’s license that’s about to expire.
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Every person using a vehicle, every driver, and every member—including those in the back seat—should always buckle up. Members should request a vehicle that has enough seat belts for everyone in their party and not travel in large groups that exceed the number of seat belts in the vehicle. Drivers can decline a ride if there are not enough seat belts in their vehicle for every member.
Use of dashcams that record video or audio
Drivers may choose to install and use a dashcam or similar device, which can be used to record rides and provide evidence to Wilma, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note the following:
- members entering a rideshare vehicle with a dashcam may be concerned about how the video, their image, or conversations captured by a dashcam will be used. In some locations, local laws and regulations require that a member provide consent to being recorded. Please check your local laws to understand your responsibilities.
- Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of these Guidelines and may prompt further investigation by our safety team.
Being out on the road means doing your part to help keep yourself and others safe. For drivers, this means keeping your eyes on the road and being well rested, so you can quickly react to any situation. We review reports of crashes and potentially unsafe driving behaviour. Wilma policy only allows a driver to drive for 12 hours in a day. At that point the driver needs to take a 6 hour break to recover before they are eligible to drive again.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with Wilma, drivers are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts, and tires. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the vehicle manufacturer.
Share the road
Safe roadways require drivers to practice safe behaviour, which includes looking out for all travelers, regardless of how they get around.
Wilma 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 Wilma receives notice from a public health authority that someone using the App may present a potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume using the App. Similarly, we may prevent individuals in an entire city or region from using part or all of the App or impose other requirements 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 App might present a danger.
3. Follow the Law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the App 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.
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 complying with traffic laws, signs, and signals—at all times when receiving or providing rides.
All relevant licenses, permits, and any other legal documents required of 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. For ridesharing, this also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of crashes or traffic citations that may have happened during a trip, and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where drivers can park their vehicle when waiting for members to arrive or to exit a vehicle.
For riders, let your driver handle the driving. For example, for riders, 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. For riders, don’t ask your driver to speed or to make illegal stops, drop-offs, or maneuvers. Our drivers are provided access to real-time Google maps ensuring the most direct routing.
When driving be mindful of local regulations and rules; you can check your city government’s website for applicable laws. Following local rules of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction, and come to a complete stop at red lights and stop signs.
Many provinces, states, cities and airports regulate the provision of certain services, including ridesharing services on the App. If we determine that your driver account is not in compliance with applicable regulatory requirements, we may be required to remove your access to the App.
Lastly, all drivers wanting to use the App must undergo an annual or other regular screening process, including motor vehicle record and criminal background and judicial matters check. A driver will lose access to their Wilma accounts if a motor vehicle record check, criminal background check, or judicial matters check uncovers a violation of these Guidelines or other criteria required by local regulators.
Drivers and riders should comply with applicable laws when traveling with infants and small children. Where use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children age 12 and under should travel in the back seat.
When picking up riders traveling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat, if a driver is not comfortable with a member installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.
Service animals and assistive devices
Drivers may not deny a ride to a member with a service animal or assistive devices (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws generally prohibit drivers from denying service to members because of their service or comfort animals or assistive devices, and from otherwise discriminating against members with service or comfort animals or assistive devices. Knowingly refusing a member a trip because of their service animal or assistive devices will result in losing access to the App. In the US and Canada there are no exceptions to this policy, even if a driver has documented allergies, religious objections, or a fear of animals.
In Canada, a driver can request documentation from a member if a service animal is not easily identifiable as one, although a driver should still accept a service animal in good faith without such documentation.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while being a rider or driver.
If you’re a driver, by law you cannot drive while intoxicated. Wilma requires its drivers to have no blood alcohol content at all. The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip, or cancel the trip for your own safety. Any trips cancelled for this reason will be at the full expense of the member including cleaning costs if applicable.
If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the vehicle and call 911. Once you have left the vehicle, please also report your experience to Wilma.
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 Wilma 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 members 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; actions intended to disrupt or manipulate the normal functioning of the App, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system; abusing promotions or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.
Street hails and off-platform pickups
To enhance the safety of each experience, off-platform pickups are prohibited. The law prohibits street hails while using the App, so never solicit or accept payment outside the App. Members should not pay for trips in cash, and members should not request trips from drivers outside of the App.
Other unacceptable activities
Never use Wilma’s trademark or intellectual property without permission. If it’s required under local law to display Wilma-branded items, drivers should only use Wilma-branded items that are obtained from Wilma. Drivers should also return Wilma-branded items to Wilma if they lose access to the platform. The use of unauthorized or third-party items—such as lights, placards, signs, or similar items bearing Wilma’s name or trademark—may confuse members.
No member is allowed under any circumstance to bring a weapon of any kind into the vehicles on their person or in their belongings. Proof of this finding will lead to instant membership termination.
4. Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continually 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 email email@example.com so that our Support Team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities (call 911) or emergency services before notifying Wilma.
Drivers and riders, and merchants can give and receive ratings, 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.
There is a minimum average rating in each city. Drivers, riders, or merchants that don’t meet the minimum average rating for their city may lose access to all or part of the App. If your rating is approaching this limit, we will let you know and may share information that may help you improve your rating.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the App and interacting with others in the Wilma community. Drivers using the App typically provide excellent service to their fellow riders and most members are courteous and respectful, so most trips run smoothly. Contacting Support will not lead to an individual rating being removed. We know that sometimes a trip doesn’t go well—that’s why your rating is an average rating.
How Wilma enforces these Guidelines
Losing access to the App 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 App. If you violate any terms of your contractual agreement with Wilma, or any applicable terms or policies, including any one of these Guidelines or any additional policies and standards that are communicated by Wilma to you from time to time, you can lose access to all or part of the App. If you have more than one Wilma account, such as a member account and a driver account, violating these Guidelines could also lead you to lose access to all Wilma accounts. If you believe an error caused you to lose access to your account, you may contact the Wilma Support Team.
Wilma receives feedback through a variety of channels, reviews reports submitted to our Support Team that may violate these 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 these Guidelines may result in the loss of access to all or part of the App. This can include reported violations of these Guidelines and certain actions you may take outside of the App, including but not limited to information from other platforms if we determine that those actions threaten the safety of the Wilma community, our employees, and contractors, or cause harm to Wilma’s brand, reputation, or business. If the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the App. Any behaviour involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity, while using the App can result in the immediate loss of access to the App. Additionally, when law enforcement is involved, we will cooperate with their investigation.