Scoop reviews all carpooler feedback and support tickets. Our Trust and Safety team reviews reports that may violate our community guidelines and when necessary, we may follow up with carpoolers to investigate reports.
Our team will meet to review the incident and determine:
- What happened
- Who is at fault
- Whether this is an ongoing situation, or if there is a threat to anyone's physical safety
We may restrict a carpooler’s access to their account until our investigation is completed.
Once the team has a complete account of the events they will make a decision as to how to respond. Responses may include:
- Nothing (if we determine no violation occurred)
- A private reprimand to the carpooler(s) involved
- A permanent or temporary ban from Scoop
Any of the carpoolers directly involved in an incident can request reconsideration of Scoop’s decision. To make such a request, contact ScoopCare with any change of circumstances that may justify reconsideration and our team will review it.