FIKA Community Guidelines

Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses FIKA’s platform (“the FIKA Platform”), including but not limited to drivers and riders. This also includes interactions you may have with FIKA employees and contractors, including through online support systems, or over the phone.* In some instances, our guidelines apply to conduct outside the FIKA Platform that we become aware of, including information from other platforms, when such conduct may threaten the safety of our community.

Thank you for joining us in supporting and safeguarding a welcoming environment.

The guidelines below help explain some of the specific kinds of positive community engagement on the FIKA Platform, as well as the behaviours or circumstances that may cause you to lose access to it. There will always be unforeseen events that may ultimately lead to loss of access, but the following guidelines—which we’ll update regularly—provide the basis for behaviour we expect from all in the FIKA community. Not following any one of our guidelines can constitute a material breach of your agreement with FIKA and may result in the loss of access to part or all of the FIKA Platform.

Please take a moment to read them.

Guidelines for all of us

Everyone who signs up for a FIKA account is required to follow these Community Guidelines. They reflect the following 3 pillars.

1. Treat everyone with respect

Our South African community is beautifully diverse. You will encounter people who might not look like you or share your beliefs. These guidelines help foster positive interactions during every experience.

2. Help keep one another safe

We’re hard at work every day to help create safer experiences for everyone. Your safety is our priority. In addition to these general guidelines, you can find more standards for FIKA Eats merchants under “Additional guidelines for FIKA Eats merchants” below.

3. Follow the law

We’re committed to following all applicable South African laws and earning your trust. We expect everyone on the FIKA Platform to adhere to relevant laws and regulations, including the National Road Traffic Act and local by-laws.

Your feedback matters

If something happens, whether it’s good or bad, you can tell us directly in the FIKA app or by contacting our Support team. Our team is continuously improving our standards, and your feedback is important so we can take appropriate action.

Treat everyone with respect

Treat everyone in the FIKA community as you would like to be treated: with respect. Courtesy matters. Exercise good judgement and behave decently towards others on the FIKA Platform—just as you would in any public place.

For example, always try to be on time for your ride or to pick up your delivery. Don't shout, swear, or slam doors. By tidying up after yourself—like taking your rubbish or cleaning up a spill—you help ensure a pleasant experience for the next person. Most importantly, respect the differences in our diverse nation. We believe everyone should feel supported and welcomed. That’s why we have strict standards on physical contact, sexual misconduct, threatening behaviour, post-trip contact, discrimination, and property damage.

Physical contact

Don’t touch strangers or anyone you just met while using the FIKA Platform. Limited exceptions are permitted for people needing physical assistance (e.g., riders using FIKA Assist) or when limited contact is unavoidable (such as on certain motorbike rides). Hurting anyone is never allowed.

Sexual assault and misconduct

We all value our personal space and privacy. Sexual assault and misconduct of any kind is strictly prohibited. This refers to any sexual contact or behaviour without explicit consent. Examples of inappropriate conduct include:

Do not ask personal questions (e.g., about relationship status or sexual orientation). Do not comment on appearance (whether derogatory or "complimentary"). Do not make explicit comments or gestures. Do not flirt suggestively or invade personal space.

• Do not display indecent material.

• FIKA has a strict no-sex rule in vehicles, regardless of consent or prior acquaintance.

Threatening and rude behaviour

Aggressive, confrontational, or harassing behaviour is not allowed. Don’t use disrespectful, threatening, or inappropriate language or gestures. Avoid sharing graphic images (sexually explicit or violent) with others in the community, including via support channels. It's best to avoid potentially divisive personal topics like politics and religion.

Post-trip contact

Contact should end when the trip or delivery is complete. Unwanted contact—like texting, calling, social media contact, or visiting someone in person—is considered harassment. Do not share unnecessary contact information.

Discrimination

We have zero tolerance for discrimination. Do not discriminate against someone based on traits such as their race, gender, age, pregnancy, marital status, ethnic or social origin, colour, sexual orientation, disability, religion, conscience, belief, culture, language, birth, or any other characteristic protected under South African law (e.g., the Equality Act).

For example, it is unacceptable to:

Refuse to provide services based on any of the characteristics listed above.

Rate another user based on these traits.

Discriminate on the basis of a rider’s destination. While you can decline a trip that doesn't suit you, intentionally refusing requests to avoid a particular area due to the demographics of the people living there is not allowed.

You can learn more about FIKA’s Non-Discrimination Policy on our website. We are committed to improving transport options for people with disabilities. Drivers must comply with relevant laws, including transporting guide dogs and assistive devices like wheelchairs.

Property damage

Damaging property is never allowed. This includes damaging a vehicle, intentionally spilling food or drink, smoking in a car, damaging a merchant’s premises, or vomiting due to excessive alcohol consumption. You will be responsible for the cost of cleaning and repairs beyond normal wear and tear.

Help keep one another safe

Everyone has a role to play in creating a safe environment.

Account sharing

Account sharing is not allowed. You must register and maintain your own active account. Never let anyone else use your account or share your login details.

People under the age of 18

You must be 18 or older to have a FIKA account. Account holders cannot request a ride or delivery for an unaccompanied minor. Children are also not allowed to use an adult’s FIKA account by themselves.

Extra passengers and non-account riders

Only the driver, the requesting rider, and the rider’s guests should be in the vehicle. The account holder is responsible for the behaviour of their entire party. If you request a ride for another adult, you are responsible for their conduct.

Vehicle information

Drivers must ensure their vehicle information on the app (licence plate, make, model, profile picture) is accurate and up-to- date. Trips must only be completed using the approved vehicle.

Seat belts

The use of seat belts is mandatory in South Africa. Every driver and every rider—including those in the back seat—must buckle up. Riders must request a vehicle with enough seat belts for their entire party. Drivers can decline a ride if there are not enough seat belts.

Helmets for bikes and scooters

For your safety, you must wear a properly fitted helmet when riding a bike or scooter on the FIKA platform, as required by law.

Use of dashcams

Drivers may use dashcams to record rides. Please note:

• In South Africa, it is generally required to inform riders that audio and video recording is taking place. Please check your local laws.

• Drivers may submit recordings to FIKA. We will review footage and take appropriate action.

• Sharing recordings on social media or other public platforms is a violation of our guidelines and may lead to further investigation.

Be alert

Drivers must be well-rested and keep their eyes on the road. We review reports of accidents and unsafe driving behaviour.

Proper maintenance and upkeep

Drivers are expected to keep their vehicles in a safe and roadworthy condition as per the National Road Traffic Act, including brakes, seat belts, and tyres.

Share the road

Safe roadways require drivers to practice safe behaviour and look out for all travellers, including pedestrians and minibus taxis.

Public emergencies

FIKA may take additional safety measures during public emergencies (e.g., natural disasters, civil unrest, or health crises). This may include temporarily restricting access to the platform in certain areas to comply with official guidance and ensure public safety.

Prohibited Items

Merchants may not offer specially regulated or illicit items (e.g., illegal substances, certain medicines). FIKA may remove any items deemed prohibited from a merchant’s menu.

Follow the law

Everyone is responsible for knowing and obeying all applicable South African laws and rules of the road. Drivers must maintain a valid driver’s license, PDP (if required), insurance, and vehicle registration. We review reports of accidents or traffic violations. Riders and Eats users must not interfere with the driving or ask drivers to break the law.

Car seats

Where required by law, it is the rider’s responsibility to provide and fit a suitable car seat for infants and small children. Drivers can cancel the ride if a child cannot be transported safely.

Service animals and assistive devices

Drivers may not deny service to a rider with a guide dog or other assistive device (like a wheelchair). Knowingly refusing a trip for this reason will result in loss of access to the FIKA Platform.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed in vehicles. It is illegal to drive under the influence of alcohol or drugs. Drivers have the right to decline a trip if a rider is too drunk or rowdy. Riders who believe their driver is impaired should end the trip immediately, exit the vehicle, and report it to FIKA and the authorities.

Firearms ban

To the extent permitted by South African law, riders, their guests, and drivers are prohibited from carrying firearms while using the FIKA Platform.

Fraud

Fraudulent activity is strictly prohibited. This includes: falsifying information or identity; deliberately increasing trip time/distance; creating dummy accounts; claiming false cleaning fees; abusing promotions; disputing charges fraudulently; or falsifying documents.

Street hails and off-platform pickups

To ensure safety, off-platform pickups and payments are prohibited. Riders must book and pay for trips exclusively through the FIKA app. Cash payments are not permitted unless specified for certain FIKA services.

Other unacceptable activities

Never use FIKA’s branding or intellectual property without permission. Drivers should only use official FIKA-branded items obtained from us and return them if they lose platform access.

How FIKA enforces our guidelines

Violating these Guidelines or any other terms of your agreement with FIKA can lead to loss of access to the platform. This includes serious violations like violence, sexual misconduct, harassment, fraud, discrimination, or illegal activity, which can result in immediate and permanent removal.

We review reports through a specialised team. We may contact you for more information and place a hold on your account during an investigation. We may also act on serious misconduct that occurs off the platform if it threatens the safety of our community or FIKA's reputation.

Drivers are subject to screening processes, including driver's license checks and criminal background checks. Failure to meet ongoing criteria will result in loss of access.

If you believe an error has been made, you can contact the FIKA Support team.