Emergency situations
If anyone is in immediate danger, call 999 first. MyLyft support cannot replace police, ambulance, fire, or other emergency services.
After contacting emergency services, report the issue to safety@mylyft.co.uk so MyLyft can restrict accounts, preserve trip records, and support any investigation.
Driver and vehicle approval
Drivers must be approved before receiving ride requests. Approval should include identity, contact information, right to work, licensing, vehicle, insurance, and admin review appropriate to the operating area.
A driver must use the approved vehicle shown to the rider and must not share accounts or transfer a trip to another driver without MyLyft approval.
Rider safety tools
Riders should check the driver's name, vehicle, plate, and pickup details before entering the vehicle. Riders should not enter a vehicle if the details do not match the trip.
Riders can use trip status, live tracking, chat, support, and Activity records to review trip details.
Driver safety tools
Drivers can reject unsafe requests, cancel where safety requires it, report abusive behaviour, and contact support. Drivers should stop in a safe, lawful location before using the app while driving.
Prohibited conduct
MyLyft prohibits harassment, threats, assault, discrimination, sexual misconduct, stalking, theft, unsafe driving, drug or alcohol impairment, weapons misuse, fraud, and deliberate damage.
Incident review
When a safety report is made, MyLyft may review account data, trip records, location updates, chat messages, payment records, ratings, support history, driver approval data, and device logs.
MyLyft may suspend accounts, remove driver access, cancel rides, refund charges, share records with law enforcement or licensing authorities where appropriate, and take other steps to protect users.
Accessibility and assistance
Drivers and riders must not discriminate against disabled people or people requiring reasonable assistance. Where a ride product or vehicle cannot safely accommodate a specific need, support should help review available options.