Acceptable Use Policy

1. General Conduct

All Users must:

• Act honestly, courteously, and with respect toward all other Platform participants;
• Provide accurate and truthful information when registering and using the Platform;
• Comply with all applicable Sri Lankan laws, regulations, and traffic codes;
• Promptly report any safety concern, accident, or prohibited conduct to TruRout via the Platform.

2. Prohibited Conduct — All Users

• Using the Platform for any unlawful, fraudulent, or criminal purpose;
• Harassing, threatening, intimidating, or discriminating against any Driver, Rider, or TruRout staff on any basis including gender, race, ethnicity, religion, or disability;
• Providing false or misleading information, including false trip reports or fraudulent payment details;
• Attempting to manipulate the Platform, its ratings system, or pricing algorithms;
• Reverse-engineering, copying, distributing, or creating derivative works from any part of the Platform;
• Uploading or transmitting any virus, malware, or harmful code through the Platform;
• Accessing or attempting to access any account or data belonging to another user;
• Using the Platform to arrange transport of prohibited, illegal, or dangerous goods.

3. Prohibited Conduct — Riders and Cargo Customers

• Arranging rides or cargo services directly with Drivers outside the Platform;
• Failing to be present at the designated pick-up point, causing repeated Driver waste-of-time;
• Making fraudulent chargeback or refund claims;
• Using a TruRout promotional credit or referral reward in a manner inconsistent with its terms;
• Sharing your account with or allowing use of the Platform by minors under 18 years without supervision.

4. Prohibited Conduct — Drivers

• Operating a vehicle while under the influence of alcohol, narcotics, or any impairing substance;
• Using a mobile phone or device while driving except via approved hands-free systems;
• Accepting cash or alternative payment from Riders in lieu of Platform-processed payment;
• Allowing any third party to access or use your Driver Account;
• Manipulating GPS, routes, or trip data to inflate Fares or distance;
• Operating without a valid driver's licence, vehicle revenue licence, or motor insurance;
• Transporting passengers or cargo that poses a safety risk to the Driver, Rider, or public.

5. Cargo-Specific Rules

• Cargo Customers must not request transport of illegal goods, narcotics, weapons, flammable or hazardous materials, or live animals, unless the relevant TruRout service expressly permits it;
• Cargo weight and dimensions must fall within the limits specified for the selected TruMove/TruHaul tier;
• Drivers may refuse cargo that appears unsafe, prohibited, or misrepresented — without penalty.

6. Ratings and Reviews

• Ratings and reviews submitted on the Platform must be honest and based on genuine experience;
• Incentivising positive reviews, posting false reviews, or coordinating review manipulation is prohibited;
• Abusive or defamatory content in reviews will be removed and may result in account action.

7. Enforcement

TruRout may investigate any reported or suspected breach of this AUP. Depending on the nature and severity of the breach, TruRout may take the following actions:

• Issue a formal warning via the Platform;
• Temporarily suspend access to the Platform;
• Permanently deactivate the User's account;
• Withhold or reverse Wallet balances related to fraudulent activity;
• Report the matter to Sri Lankan law enforcement authorities.

8. Changes to This Policy

TruRout may update this AUP at any time. Changes will be communicated via the Platform with at least 14 days' notice for material changes. The current version is available at: www.trurout.com/acceptable-use

9. Contact

• General Support — support@trurout.com
• Legal & Compliance — legal@trurout.com
• Website — www.trurout.com