Trust is the Product
Every system we've built, every process we run, every standard we hold our drivers to — it all comes back to one question: would you feel safe getting in that car?
Safety Feature Cards
1
Verified Drivers
Every GroundVoy driver passes a comprehensive background check before they ever accept a ride — covering criminal history, driving records, and sex offender registries. We run these checks again annually, and we monitor drivers continuously in between. Nothing slips through.
2
Live Trip Tracking
You always know where you are and where you're going. Share your real-time location with anyone you choose. Every call and message through the app is anonymised. If anything feels wrong, a single tap on the SOS button connects you directly to our 24/7 safety team and, where necessary, local authorities.
3
Document Compliance
We verify every document that matters: driver's licences, insurance certificates, and vehicle inspection records. They're tracked continuously, and any driver whose documentation lapses is automatically suspended the moment something expires. Not after a complaint. Automatically.
4
PIN Verification
Before you step into a GroundVoy vehicle, you verify your driver with a unique PIN. The vehicle's make, model, colour and plate number are shown to you upfront. If anything doesn't match, you don't get in. It's a small step that makes a real difference.
5
Rating Standards That Mean Something
Elite drivers maintain a 4.85 rating or above. A single 3-star review triggers an immediate internal review. Premium tiers require sustained excellence across hundreds of rides before a driver is even eligible. Our ratings aren't decoration — they're a qualification.
6
A Real Safety Team, Available 24/7
When something goes wrong, you reach a person, not a chatbot. Our safety team responds to critical incidents within 15 minutes and resolves them within 2 hours. For payment and trip issues, we resolve same-day. We don't outsource this work and we don't hide it behind automated responses.
Support Response Times
| Type of Issue | First Response | Resolution Target | When Available |
|---|---|---|---|
| Safety emergency | 15 minutes | Within 2 hours | 24 hours, every day |
| Payment or trip issue | Within 1 hour | Within 8 hours | Always on |
| General enquiry | Within 4 hours | Within 24 hours | Business hours |
| Corporate and partner accounts | Same business day | Within 48 hours | Business hours |
| Feature feedback | Within 24 hours | Within 72 hours | Business hours |
