Provider Code of Conduct

Be courteous to customers, their neighbours, security staff, other providers, and SwiftWaka support agents. Greet people warmly, use polite language, and stay calm under pressure.

We have zero tolerance for harassment, threats, slurs, intimidation, or physical aggression. This includes behaviour in person, over the phone, and in chat.

Time is money — for you and the customer. Arrive within the agreed pickup or service window. If you are running late due to traffic, weather, or an unexpected issue, notify the customer immediately through the app and give them a realistic revised ETA.

Do not accept tasks you cannot realistically complete. If your vehicle breaks down or you fall ill, cancel as early as possible so another provider can step in.

Reply to customer messages and calls promptly. Confirm pickup, share ETAs, and flag any issues before they become problems. If a delivery address is unclear, ask — do not guess.

Keep all task-related communication inside the SwiftWaka app when possible. This protects both you and the customer and ensures a record exists if a dispute arises.

Obey all traffic laws, wear seatbelts, use helmets on motorcycles, and never operate a vehicle while impaired by alcohol, drugs, fatigue, or medication that affects alertness.

If you feel unsafe at a pickup or dropoff location, leave immediately and contact SwiftWaka support. Your personal safety comes before any task completion.

Do not transport dangerous goods, weapons, or illegal substances. If you are unsure whether an item is legal or safe to carry, decline the task and report it.

Your vehicle must be roadworthy, clean, and suitable for the task category you have selected. For deliveries, use boxes, thermal bags, or straps as needed to protect goods.

Ensure your phone is charged and the SwiftWaka app has location permissions enabled so customers can track progress. A working phone is essential equipment.

You may see customer names, addresses, phone numbers, and package contents. This information is strictly confidential. Do not screenshot, photograph, share, or retain it after the task is complete.

Do not add customers to personal messaging groups, marketing lists, or social media without explicit consent. Do not visit a customer's address outside of a booked task.

SwiftWaka serves everyone. You may not refuse service to a customer based on ethnicity, religion, gender, disability, age, sexual orientation, or any other protected characteristic. Task refusals must be based solely on operational inability, safety concerns, or capacity.

If you have a legitimate safety or capacity reason to decline a specific task, cancel it promptly and clearly so another provider can accept.

Do not falsify delivery photos, fake OTPs, or mark tasks complete before they are finished. Do not collude with customers to manipulate ratings, prices, or refunds.

If a package is damaged, lost, or opened, report it immediately. Honesty in a difficult moment earns more trust than concealment.

Dress neatly and appropriately for the task. If you have a SwiftWaka-branded shirt or ID badge, wear it. Your appearance is often the first impression a customer has of our entire marketplace.

Avoid smoking, eating, or playing loud music while on a customer's premises or in their vehicle (if you provide transportation).

If you witness or experience a safety issue, policy violation, or fraud, report it through the app immediately. SwiftWaka investigates every report confidentially and does not retaliate against providers who raise concerns in good faith.

Constructive feedback helps us improve. Share your ideas for making the platform better through the provider feedback channel or town-hall sessions.