Community Guidelines

Scope

These Guidelines may apply, where incorporated into the applicable DrLoop Terms, agreement or relationship, to: Riders; people arranging transportation for another person; caregivers, companions and support persons; Drivers and crew; Transportation Providers and their authorized personnel; Hospital or Facility users; people communicating with DrLoop support; and other authorized participants in the DrLoop ecosystem.

Additional role-specific requirements may apply, including the DrLoop Driver Safety & Conduct Standards, Provider requirements, organizational policies and applicable agreements. These Guidelines do not replace applicable law, professional obligations, licensing requirements, Provider procedures or workplace requirements.

1. The DrLoop Standard

Everyone participating through DrLoop is expected to follow three core principles: Respect people. Protect safety. Protect information.

Medical transportation may involve people who are experiencing illness, pain, anxiety, disability, reduced mobility or other vulnerable circumstances. Every person should be treated with dignity, professionalism and respect.

2. Respectful Conduct

Treat other DrLoop participants respectfully. Conduct such as the following is prohibited:

• harassment
• intimidation
• threats
• bullying
• deliberately degrading or humiliating behaviour
• abusive language
• aggressive behaviour
• discriminatory conduct
• unwanted sexual comments
• sexual harassment
• sexual misconduct

A disagreement, delay, service concern, cancellation, payment dispute or other frustration does not justify abusive or threatening behaviour.

3. No Unlawful Discrimination

DrLoop does not permit unlawful discrimination or harassment. Participants must not refuse, harass or treat another person adversely for a reason prohibited by applicable human-rights law.

Transportation decisions may legitimately depend on actual operational, capability or safety requirements. For example, a particular Vehicle may not have equipment reasonably required for a Trip. A genuine Vehicle, equipment, training or operational limitation is different from refusing or mistreating someone because of a legally protected personal characteristic. Legitimate operational limitations should be addressed through the applicable DrLoop or Provider process.

4. Accessibility and Accommodations

People with disabilities, mobility requirements and other accessibility needs must be treated respectfully. Where applicable, participants must follow applicable accessibility requirements and Provider procedures concerning matters such as mobility aids, assistive devices, reasonable accommodations, support persons and service animals.

A disability, mobility aid or accommodation request must not be treated as an inconvenience or a reason for disrespectful treatment. Where a Driver or Provider is uncertain whether a particular accommodation can be safely supported, the concern should be escalated through the appropriate operational process rather than resolved through an arbitrary refusal.

5. Patient and Rider Dignity

Every Rider or Patient must be treated with dignity. Do not:

• ridicule a person's condition
• shame someone because of disability, mobility or medical requirements
• make unnecessary comments about a diagnosis or condition
• discuss sensitive information where unrelated people can hear it
• expose a Patient unnecessarily during assistance
• treat a Patient as an inconvenience
• use degrading or humiliating language
• treat a person as less deserving of respect because assistance is required

Transportation should be provided professionally and respectfully throughout the Trip.

6. Appropriate Physical Assistance

Some transportation may require physical assistance. Any physical assistance must be:

• reasonably related to the Trip
• appropriate to the Rider's needs
• professional
• within the person's authorized role and training
• consistent with applicable Provider procedures
• respectful of personal boundaries and dignity

Unnecessary, inappropriate or exploitative physical contact is prohibited. Sexual contact or sexual misconduct connected with a DrLoop Trip is prohibited.

7. Accurate Transportation Information

Information used to arrange or perform a Trip should be provided honestly and as accurately as reasonably possible. Depending on the Trip, relevant information may include:

• Rider
• Pickup
• Destination
• scheduled time
• Wheelchair requirements
• Stretcher requirements
• Oxygen
• Stair Chair
• Cardiac Monitor
• mobility assistance
• access or stair conditions
• escort or support requirements
• relevant precautions
• other transportation requirements

Do not knowingly falsify or intentionally conceal material transportation information where doing so could materially affect the suitability or safety of the transportation.

8. Relevant Diagnosis or Condition for Transportation

For certain Trips, DrLoop may process information described as 'Relevant diagnosis or condition for transportation'. This means diagnosis or condition information reasonably relevant to transportation requirements, assistance, safety and care requirements during transportation. It does not mean a person's complete medical history.

Anyone who receives this information through DrLoop must use it only for an authorized purpose connected to the applicable Trip or another legitimate authorized function. Do not use this information for curiosity, gossip, unrelated discussion, marketing, solicitation, discrimination, social media, unrelated employment decisions, or unrelated personal or commercial purposes.

9. Protect Personal Information

Information available through DrLoop may include sensitive personal information. Depending on the applicable role and Trip, this may include Rider or Patient identity, contact information, Pickup, Destination, precise location, transportation requirements, mobility information, health-related transportation information, Trip instructions, messages, Driver information, Provider information and Trip history.

Access to information does not mean permission to use it for any purpose. Personal information may only be accessed, used or shared as authorized and reasonably necessary for the applicable role or legitimate purpose.

10. No Unauthorized Access or Snooping

Do not access another person's sensitive information without an authorized reason. Examples of prohibited access may include looking up a friend, family member, coworker, public figure, former Patient, another Driver's Patient, or an unrelated historical Trip simply because you are curious or because technical access is available.

Technical access does not equal authorization. DrLoop may use appropriate access records, audit information and security data to investigate suspected unauthorized access.

11. Confidentiality Continues After the Trip

The obligation to protect sensitive information does not end when a Trip is completed. After a Trip, do not discuss the Patient unnecessarily, share Trip information with friends or family, search for the Patient for personal reasons, contact the Patient for an unrelated purpose, publish information about the Trip, or use information learned through DrLoop for another unauthorized purpose.

Information obtained through an authorized role remains subject to appropriate confidentiality requirements after the immediate operational need ends.

12. Photos, Screenshots, Audio and Video

Do not photograph, screenshot, record or publicly share sensitive Patient, Rider or Trip information for personal or unrelated purposes. This includes Patient information, diagnosis or condition information, Trip details, health records, identification documents, precise location, private communications and information displayed through DrLoop.

Documentation may be permitted where it is lawful, specifically authorized, and reasonably necessary for an approved operational, safety, incident, security or legal purpose. Authorized documentation must be handled through appropriate secure processes. Nothing in these Guidelines is intended to prohibit lawful documentation or preservation of evidence where permitted by applicable law. Do not post Patient or sensitive Trip information on social media.

13. Contact Information

Contact information obtained because of a DrLoop Trip must be used only for a legitimate authorized purpose. Do not use another participant's contact information to pursue unwanted personal contact, market unrelated services, solicit private transportation, pursue a romantic or personal relationship, or repeatedly contact the person after a Trip without a legitimate reason.

Legitimate Trip coordination, authorized follow-up, support, incident handling or lost-property communication is not prohibited.

14. Booking for Another Person

Where DrLoop allows transportation to be arranged for another Rider, the person arranging the Trip must have appropriate authority to do so. Do not intentionally provide information about another person without appropriate authority.

Booking transportation for another person through an authorized DrLoop feature is different from giving that person access to your DrLoop account. The person arranging the Trip should provide information reasonably necessary for safe and appropriate transportation.

15. Caregivers, Companions and Support Persons

Caregivers, companions and support persons participating in a DrLoop Trip are also expected to behave safely and respectfully. They must not interfere dangerously with Vehicle operation, harass or threaten participants, interfere improperly with transportation assistance, create an unsafe Vehicle condition, or misuse another person's information.

Applicable Vehicle capacity, safety and Provider requirements continue to apply.

16. Account Security

Protect DrLoop account credentials. Do not:

• share credentials improperly
• allow unauthorized account access
• impersonate another person
• operate under another Driver's account
• allow another person to record operational events using your identity
• use another person's account without authorization

If an account or device may have been compromised, report the concern through the appropriate DrLoop or Provider process.

17. Follow Reasonable Safety Requirements

Participants must follow reasonable safety requirements applicable to the Trip. Do not pressure another participant to:

• drive unsafely
• speed
• violate traffic law
• make an unsafe stop
• use equipment improperly
• exceed their training or authorized role
• ignore legitimate Vehicle limitations
• ignore required transportation precautions
• continue a Trip that cannot reasonably be performed safely

Safety takes priority over convenience or schedule.

18. Safe Driving

Drivers and crew must not interact with DrLoop technology in a manner that creates unsafe or unlawful distraction. If an App action cannot safely and lawfully be completed while driving, wait until the Vehicle can be safely stopped.

No Trip status, message, notification, operational metric or dispatch request is more important than safe Vehicle operation. Navigation or DrLoop instructions do not override traffic law, actual road conditions or safe Driver judgment.

19. Navigation

Navigation information provided through DrLoop or a connected service is a tool. Drivers remain responsible for obeying traffic laws, observing road signs, responding to road closures, considering actual road conditions and operating the Vehicle safely. Do not follow a navigation instruction where doing so would be unsafe or unlawful.

20. Violence and Threats

Violence and credible threats are prohibited. Do not:

• assault another person
• threaten physical harm
• deliberately endanger another person
• use an object or weapon to intimidate another participant
• intentionally damage safety equipment
• intentionally create a dangerous transportation situation

If there is immediate danger, contact the appropriate emergency service first.

21. Sexual Misconduct

DrLoop does not permit sexual assault, sexual harassment or sexual misconduct connected with DrLoop services. Prohibited conduct includes unwanted sexual touching, sexual propositions, sexually explicit comments directed at another participant, sexual intimidation, exposing oneself, requesting sexual activity, using Trip information to pursue unwanted sexual contact, and exploiting a person's vulnerability.

Consent to transportation is not consent to sexual or unrelated personal contact.

22. Harassment After a Trip

Information obtained through DrLoop must not be used to pursue another participant after the Trip for an unwanted personal purpose. Prohibited conduct may include unwanted calls, messages, social-media contact, visits, romantic pursuit or personal pursuit.

Authorized operational follow-up, support, safety investigation, lost-property handling or another legitimate purpose is not prohibited.

23. Drugs, Alcohol and Impairment

A Driver or crew member must not perform transportation duties while impaired in a way that makes the work unsafe or unlawful. Other participants must not intentionally create an unsafe Trip through unlawful or seriously disruptive conduct.

This rule must not be applied merely because a Rider has a disability, uses prescribed medication, communicates differently, has a medical or cognitive condition, or requires assistance. Safety decisions should be based on the actual circumstances and legitimate transportation requirements.

24. Fatigue

Drivers must not knowingly continue operating a Vehicle where fatigue creates an unsafe condition. Applicable Provider procedures, work-hour requirements, rest requirements and transportation laws must be followed. DrLoop assignments or operational schedules do not override safety obligations.

25. Vehicle and Equipment Safety

Participants must not knowingly misuse or interfere with transportation or safety equipment. Drivers and Providers should follow applicable requirements concerning Vehicle condition, equipment, maintenance, securement and operational capability.

The presence of equipment does not automatically authorize a person to perform every task associated with that equipment. Drivers and crew must act within their actual training, authorization and applicable Provider procedures.

26. Transportation Requirement Mismatch

If the actual transportation requirements materially differ from the information used to arrange the Trip, the difference should not simply be ignored. Examples may include equipment not available, different mobility requirement, undisclosed stairs, assistance beyond available capability, or another significant safety or operational mismatch.

A Provider or Driver should use the applicable escalation process where the Trip cannot reasonably be performed as booked. A legitimate capability mismatch must not be used as a pretext for discrimination.

27. Accurate Trip Status

DrLoop Trip statuses are operational records and should reflect what actually occurred. Do not intentionally falsify departure, arrival, Pickup, Destination arrival, completion, cancellation, waiting, delay, no-show, Vehicle assignment or Driver assignment.

Accurate records support Rider communication, Hospital coordination, safety, billing, cancellation decisions and operational accountability.

28. No-Show Integrity

A Rider or Patient must not be marked as a no-show simply to generate a fee, avoid an inconvenient Trip, conceal a Driver or Provider cancellation, improve operational metrics, or end an unwanted assignment. A no-show determination should be supported by applicable Trip rules and relevant operational information.

Likewise, Riders must not knowingly fabricate a claim that a Vehicle did not arrive in order to avoid a legitimate charge. Disputes should be handled through the applicable review process.

29. Cancellation Integrity

Drivers, Providers and Riders must not manipulate cancellations for an improper purpose. Do not:

• fabricate a cancellation reason
• create a false Rider cancellation
• manipulate cancellation timing
• generate an improper cancellation charge
• cancel for a discriminatory reason
• falsify Provider or Driver responsibility

Applicable cancellation disputes should be addressed through DrLoop's approved processes.

30. Payments and Fees

Do not manipulate DrLoop payment or billing processes. Drivers and Provider personnel must not:

• demand an undisclosed fee
• request unauthorized payment
• direct a Rider to a personal payment account without authorization
• manipulate cancellation charges
• falsify waiting charges
• alter a Trip price without appropriate authority

Riders must not knowingly use unauthorized or fraudulent payment methods.

31. Fraud and Platform Misuse

Do not use DrLoop to commit or facilitate fraud. Examples include:

• fake Trips
• false accounts
• false Driver identity
• false Provider identity
• falsified credentials
• GPS spoofing
• false arrival
• false completion
• false no-show
• false waiting time
• mileage manipulation
• fabricated refund claims
• fabricated safety reports
• unauthorized fees
• manipulation of Trip records
• unauthorized access to information
• attempts to circumvent platform security

DrLoop may investigate suspected fraud or misuse.

32. System Security

Do not:

• attempt unauthorized system access
• bypass security controls
• scrape protected information
• extract Patient information without authorization
• interfere with DrLoop systems
• distribute malicious software
• manipulate authentication
• use another person's credentials without authority

Security concerns or vulnerabilities should be reported through an appropriate DrLoop process.

33. Property and Equipment

Do not intentionally damage or misuse Vehicles, Wheelchairs, Stretchers, Stair Chairs, Oxygen equipment, Cardiac Monitors, mobility devices, Hospital or Facility property, or another person's belongings.

Any cleaning, repair, replacement or damage charge must be handled according to the applicable circumstances, properly disclosed terms and law.

34. Communications

Use DrLoop communication tools professionally. Do not use DrLoop messaging for harassment, threats, discriminatory communication, sexual communication, spam, unrelated solicitation, inappropriate discussion of Patients, or personal disputes unrelated to legitimate DrLoop activity.

Operational communications should remain reasonably relevant to the Trip or authorized work.

35. Trip Chat Is Not an Emergency Service

Trip Chat and ordinary DrLoop messaging are designed primarily for Trip and operational communication. Do not assume DrLoop personnel are monitoring every message in real time, that an emergency message will be immediately seen, or that sending a message automatically contacts emergency responders.

If emergency assistance is required, use the appropriate emergency service directly.

36. DrLoop Support

These Guidelines also apply when interacting with DrLoop support personnel. A person may in good faith complain about service, dispute a charge, criticize DrLoop, report a Driver, report a Provider, question a decision or make a privacy complaint. Doing so does not itself violate these Guidelines.

Threats, harassment, discriminatory abuse, sexual misconduct and other serious prohibited conduct remain unacceptable.

37. Good-Faith Reporting

DrLoop encourages good-faith reporting of concerns involving safety, discrimination, harassment, sexual misconduct, privacy, fraud, unsafe driving, Vehicle condition, equipment, inappropriate Driver or Provider conduct, and security.

A person does not violate these Guidelines merely because a good-faith concern later cannot be fully substantiated. Knowingly fabricating a materially false allegation is prohibited.

38. No Retaliation

Participants must not retaliate against a person because they reported a safety concern, raised a privacy concern, requested an accommodation, disputed a charge, reported discrimination, reported harassment, reported sexual misconduct, or cooperated with a legitimate investigation. Retaliation may itself result in action under these Guidelines or another applicable DrLoop policy.

39. Emergencies

DrLoop is designed for non-emergency medical transportation. If a person is experiencing a medical emergency or immediate danger, contact the appropriate local emergency service immediately. Do not rely on DrLoop support, Trip Chat, an App message, an ETA, a Transportation Provider or a replacement Vehicle as a substitute for emergency response.

Immediate safety takes priority over Trip status, payment or cancellation concerns.

40. Vehicle Breakdowns and Accidents

If a Trip is affected by Vehicle breakdown, collision, equipment failure or another significant safety event, immediate safety takes priority. Drivers and Providers should follow applicable emergency procedures, Provider procedures, transportation requirements and legal reporting requirements.

DrLoop may support applicable Trip reporting or coordination where available. DrLoop support does not replace emergency responders or legally required incident procedures.

41. Patient Condition Changes

A non-emergency Trip may become inappropriate if a Patient's condition materially deteriorates. Drivers and crew should follow their training, authorized role, Provider procedures and applicable legal requirements. Where emergency assistance is required, it should be requested without waiting for DrLoop approval.

DrLoop does not authorize a Driver or crew member to perform medical services outside their actual training or professional authority.

42. Off-Platform Conduct

In limited circumstances, DrLoop may consider conduct occurring outside the DrLoop application where there is a credible and meaningful connection to safety of DrLoop participants, harassment of a Trip participant, misuse of DrLoop information, fraud involving DrLoop, DrLoop system security, or a serious threat connected to a DrLoop relationship.

These Guidelines are not intended to regulate unrelated private conduct merely because a person uses DrLoop.

43. Reports and Investigations

When DrLoop receives a report concerning potential misconduct, it may review information reasonably relevant to the matter. Depending on the circumstances, this may include Trip records, Trip status history, timestamps, communications, account information, relevant location information, payment information, Provider information, Driver information, relevant incident information, supporting information submitted by participants, and appropriate security or audit records.

Access to sensitive information should remain limited to what is reasonably necessary for the review.

44. Temporary Protective Measures

Where there is a credible concern involving potentially serious safety risk, violence, sexual misconduct, Patient endangerment, fraud, account compromise, privacy breach or security risk, DrLoop may temporarily restrict applicable platform access while the matter is reviewed. A temporary restriction is a protective measure. It does not, by itself, mean DrLoop has reached a final conclusion that misconduct occurred.

45. Possible Outcomes

Depending on the nature of the conduct, seriousness, available evidence, safety risk, previous conduct, applicable agreements and applicable law, DrLoop may take appropriate platform action. Possible outcomes may include no further action, education or guidance, warning, requirement to correct information, feature restriction, temporary restriction, suspension, deactivation, Provider escalation, or another appropriate platform measure.

Not every violation requires the same response. Transportation Providers may separately take action under their own employment, contractual or organizational relationships. A DrLoop platform-access decision does not by itself determine another organization's employment decision.

46. Serious Violations

Certain conduct may justify immediate protective measures. Examples may include credible concerns involving violence, sexual assault, serious sexual misconduct, serious Patient endangerment, impaired driving, serious discrimination, intentional misuse of sensitive Patient information, deliberate unauthorized Patient access, significant fraud, Driver impersonation, or serious security abuse. The final outcome will depend on the circumstances, available evidence, applicable agreements and law.

47. Repeated Violations

Repeated lower-level misconduct may result in stronger action where previous interventions have not resolved the issue. DrLoop may consider both the seriousness of individual incidents and the overall pattern of behaviour.

48. Fair Review

Where reasonably appropriate, a person affected by a significant DrLoop enforcement decision may have an opportunity to provide relevant information or request review. This does not prevent DrLoop from taking immediate temporary action where reasonably necessary to address safety, privacy, fraud, account security or system security.

DrLoop may protect confidential information belonging to Riders, Patients, Drivers, Providers, Facilities, reporters and other participants. A person is not necessarily entitled to receive another individual's confidential information as part of an explanation or review.

49. False Reports

Knowingly making a materially false report for purposes such as retaliation, avoiding a legitimate fee, harming another participant, obtaining money or credit improperly, manipulating DrLoop, causing an improper account action is prohibited. An honest disagreement, misunderstanding or good-faith report that cannot ultimately be proven is not automatically a false report.

50. Cooperation With Authorities

DrLoop may preserve, use or disclose relevant information where required or permitted by applicable law in connection with matters such as emergencies, lawful investigations, court orders, regulatory requirements, law-enforcement requests, serious safety incidents, and privacy or security incidents. Information should be limited according to the applicable circumstances, authorization and legal basis.

51. Relationship to Other DrLoop Policies

These Guidelines should be read together with applicable DrLoop documents, which may include the DrLoop Go Terms of Use, DrLoop Go Privacy Notice, DrLoop Go Cancellation & Refund Policy, DrLoop Go Safety & Emergency Information, DrLoop Driver Terms of Use, DrLoop Driver Privacy Notice, DrLoop Driver Location & App Permissions, DrLoop Driver Safety & Conduct Standards, applicable Provider agreements and applicable Provider policies.

Role-specific agreements or standards may impose additional requirements. Where applicable mandatory law provides greater protection or imposes additional obligations, that law continues to apply.

52. Changes to These Guidelines

DrLoop may update these Guidelines as its products, services, operations, safety practices and legal requirements change. The current version will display the Effective Date and Last Updated. Where appropriate, DrLoop may provide additional notice regarding material changes. Where renewed acknowledgement or acceptance is appropriate or required, DrLoop may request it before continued use of applicable functionality.

53. Reporting a Concern

Where a concern relates to a specific Trip, use the applicable DrLoop support or Safety & Help process whenever available. For general DrLoop support, use the support channels made available through DrLoop or drloop.ca. For privacy concerns, use the privacy contact or request process identified in the applicable DrLoop Privacy Notice.

Please avoid sending unnecessary Patient or medical information through ordinary support communications. For an immediate emergency, contact the appropriate local emergency service.