Fairgo
Last updated: 18 September 2026
There are two places in Fairgo where one person's words reach another: the chat that opens when a ride is matched, and the comment a rider can leave with a rating. This page is the standard those are held to, what happens automatically, and what happens when you tell us.
What is not allowed
In a message, in a rating comment, or in the car:
- Threats or violence. Including "I know where you live".
- Sexual advances or sexual language directed at the other person.
- Insults and harassment. Disagreeing about a route is not harassment. Repeatedly messaging someone who has finished the trip is.
- Hate speech and slurs — race, religion, nationality, gender, sexuality, disability.
- Discrimination, including refusing a trip because of any of the above. A driver may decline any offer, always, with no penalty and no reason required — but naming one of those characteristics as the reason is a different thing, and it ends an account.
- Pretending to be someone else, or sending someone else to drive on your account.
- Using the chat for anything but the trip — advertising, selling, asking for money outside the fare.
Swearing about the traffic is not on this list. We are not trying to police how people talk; we are trying to stop people being abused.
What happens automatically
Messages are screened as they are sent. A message that matches the list above is withheld: it never reaches the other person's phone, and it is not sent as a notification either. The sender sees it on their own screen marked as not delivered. The text is kept where only Fairgo can read it, because a report needs a record of what was actually said.
The screen is a list of words and phrases, in the six languages the apps ship in, and it is deliberately narrow. A filter wide enough to catch every insult also catches a French rider apologising for being en retard and a Spanish one describing el coche negro, and a passenger who cannot say where they are standing is a worse outcome than a rude word getting through. So the list holds the unambiguous cases, every withheld message is read by a person, and the list grows from what those show us.
A block takes effect immediately, and does not wait for us. From the moment you block someone: you are never matched again in either direction, the conversation closes for both of you, their earlier messages leave your screen, and no dispatch — automatic or scheduled — can pair you. A driver you have blocked also stops appearing on your map, so you cannot hail them by accident.
How to report someone
In the app, where the trip is:
- In the chat — the shield menu in the top corner reports the person; long-pressing a single message reports it with that message attached, which is the strongest thing you can send us.
- Riders, at the end of a trip, on the rating screen.
- Drivers, during a trip, from the passenger card.
You pick what happened, add anything you want us to know, and send. Reporting blocks the person as well, unless you turn that off. You can only report or block someone you have actually shared a ride with — that limit is what stops the report button from becoming a weapon of its own.
You can also email hugomoriceau@icloud.com. Tell us which app, roughly when, and the pickup address, and we will find the trip.
How fast we answer, and what we can do
A safety report is read within 24 hours — a threat, sexual harassment, hate speech or unsafe driving jumps ahead of everything else in the queue, including driver document checks. Anything else is answered within two working days. You get a notification when we have decided, and the outcome is on your own report where you can read it.
What we can do, plainly: warn, suspend an account, or end it. A suspended driver disappears from every dispatch query in the system, and a suspended rider cannot book. Where the local rules require due process for a deactivation — Ontario and Australia among them — the reason is written down before the suspension happens, because there it is the law and not a courtesy.
What we cannot do is watch a trip as it happens. Fairgo is one person and there is no 24-hour safety desk; we would rather write that than let you believe otherwise. If you are in immediate danger, call the emergency number first — both apps have a button that dials the right one for the market you are in, and both share your live trip with someone you choose.
Age
An account holder must be 18 or older. Both apps ask you to confirm that when you first sign in and record that you did. Drivers are past that by definition — an account is activated only once a licence and an identity document have been checked by us.
A child may travel with an adult who booked the ride and is in the car with them. The account, the chat and the rating belong to that adult, and so does responsibility for the trip. What is not allowed is a minor holding an account, or travelling alone on someone else's — a driver who finds an unaccompanied minor at the pickup may cancel, and should tell us.
If a decision goes against you
Write to hugomoriceau@icloud.com and say what you think we got wrong. A report is one person's account of something we did not see; we read both sides where there are two, and a suspension can be lifted. What will not be lifted is a suspension for a threat that we have the text of.
See also: Terms of Use, Privacy, Support.