Safety Guidelines · For Riders & Captains

Ride safe. Drive safer.

XOOM is a marketplace that connects riders and captains in Pakistan. We verify every captain's identity and documents, but we don't drive the car. Safety on the road takes all three of us — the platform, the rider, and the captain. Here's what each side is responsible for, and what to do if something goes wrong.

Audience

All users 🧑 🚗

Coverage

Pakistan 🇵🇰

Last updated

24 Apr 2026

Read this first

What XOOM is — and isn't

XOOM is a technology platform. We connect riders and captains. We are not a transport company — we don't own vehicles, we don't employ captains, and we don't provide rides ourselves.

Every captain on XOOM is an independent operator who has passed our KYC check. They own their vehicle, pay for their own fuel, maintain their own insurance, and are responsible for their own conduct on the road.

This page explains what we do on our side, and what we expect from you on yours.

Our side

What XOOM does

Eight safeguards we run on every ride — some visible, some behind the scenes.

KYC for captains. Every captain submits CNIC, valid driving licence, vehicle registration, and vehicle photos. We verify identity and block captains who fail or submit tampered documents.
Reliability score. Captains accumulate penalty points for cancellations, no-shows, late arrivals, and rider complaints. Scores below threshold are hidden from new requests.
Two-way ratings. After every completed ride, both sides rate each other. Ratings feed into reliability and visibility.
Live GPS tracking. From captain-lock to drop-off, the captain's location is tracked. The arrival gate requires the captain's GPS to be within 150 m of the rider.
Ride code & share-trip. Every ride has a unique code (e.g. XR-WLRNEA). Share it with a family member or friend before you board.
Ephemeral in-app chat. Rider and captain communicate in-app without swapping phone numbers. Messages are erased an hour after the ride ends.
Dual-confirm completion. The ride only closes when both sides tap confirm, protecting against fare disputes.
Admin review. Our team reviews all reports, flagged accounts, and trust-score drops. We cooperate with law enforcement on formal complaints.

Honest limits

What we cannot control

Our safeguards reduce risk. They don't eliminate it.

Individual captain or rider behaviour once they're on the road
Vehicle mechanical condition between service checks
Road, weather, traffic, or third-party actions
Payment disputes — fares are settled in cash directly between rider and captain unless a digital payment method is enabled for that ride
Valuables left in the vehicle after a ride

Plain languageYou ride and drive on XOOM at your own risk. We do everything we reasonably can — but the final minute of every ride depends on the two humans in the car.

Passenger

Passenger safety checklist

Before you board

Confirm the captain name, vehicle make/model, and licence plate shown in the app match the car in front of you. Don't get in if anything doesn't match.
Cross-check the captain's photo in the app.
Verify the ride code — the captain's app shows the same code. If they can't tell it to you, it's not your ride.
Share the ride code and route with a family member before you board.

During the ride

Sit in the back seat if travelling alone — especially at night or as a woman.
Keep valuables out of sight. Avoid putting bags in the boot if you can help it.
Follow the route on the app. Speak up if the captain deviates without reason.
Never share your home address, CNIC number, bank details, or OTPs with the captain.
Keep your phone charged. If you feel unsafe, use the emergency numbers below.
Use the in-app chat for questions — don't share your WhatsApp unless you want to.

After the ride

Check your belongings before you step out.
Confirm completion in the app.
Rate the captain honestly. If something was wrong, add details — our team reads every low rating.
Don't confirm a ride you didn't take. The 5-minute grace timer exists so you can dispute.

For women passengersPrefer daytime pickups where possible. If travelling at night, share the live ride link with a family member. If a captain behaves inappropriately — unwanted comments, staring, intrusive questions — end the ride at the next safe public spot, report via in-app chat, and call 15 if you feel unsafe. You are never obligated to be "polite" to someone making you uncomfortable.

Captain

Captain safety & conduct

Before every shift

Brakes, tyres, headlights, indicators, horn, seatbelts all working.
Valid driving licence and CNIC on your person.
Vehicle documents (registration, token tax, fitness) up to date.
Phone fully charged, GPS enabled, XOOM Captain app running.

On the ride

Accept only rides you can actually complete within the arrival time you offered. Unrealistic ETAs cost you reliability and hurt the platform.
Never drive impaired — alcohol, fatigue, or any medication affecting alertness disqualifies you. Impaired driving is grounds for permanent ban.
No smoking inside the vehicle during a ride.
Stick to the passenger count the rider booked. Overloading voids your insurance and risks a traffic fine.
Don't touch your phone while moving. Pull over to chat or navigate.
Follow traffic rules. Running red lights, wrong-way driving, or stunt driving with a rider on board is grounds for immediate suspension.
Treat every rider with respect regardless of gender, religion, ethnicity, or language. Harassment — verbal or physical — ends your account permanently and will be reported to police.
Use in-app chat, not the rider's personal WhatsApp, to coordinate pickup.

After the ride

Check the back seat for forgotten items.
Confirm completion in the app.
Rate the rider fairly.

Your legal exposureXOOM verifies your identity and documents but does not provide insurance, vehicle service, or employment. You are an independent operator. Any injury, damage, or loss to your vehicle or person is your responsibility — not XOOM's. Maintain your own third-party vehicle insurance. Any fine, impound, or legal action arising from your driving is yours to handle.

Emergency

Emergency numbers — Pakistan

Save these in your phone before you need them.

Situation	Number
Police emergency	15
Rescue 1122 (medical / fire / accident)	1122
Edhi Ambulance	115
Fire Brigade	16
CPLC (Karachi)	0800-22-345
Punjab Women Helpline	1043
Motorway Police	130

If you are in immediate dangerCall 15 first, then report in the XOOM app. Your safety is not a decision to wait on our support line for.

Reporting

How to report a captain or rider

Minor issue (rude, late, missed turn): use the in-app rating + comment. Our admin reviews every rating under 3 stars.
Serious issue (harassment, reckless driving, suspected theft, intoxicated captain): tap Contact XOOM in the app. Include the ride code. Our team responds within 2 hours during business hours (9 AM – 11 PM PKT).
Criminal incident (assault, robbery, kidnapping): call 15 first. File an FIR at the nearest police station. Share the FIR number with us and we will provide the ride code, captain details, GPS log, and chat transcripts to investigators on official request.

Scam prevention

What we will never ask you for

Your CNIC number over in-app chat
Your bank OTP, password, or card PIN
Cash outside of the agreed fare
Off-platform payments to a personal account

Red flagIf anyone on the platform — captain, rider, or someone claiming to be "XOOM support" — asks for any of these, report it immediately via Contact XOOM.