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?
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.
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.
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.
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.
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.
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.
| 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 |
