Acceptable Use Policy

Who You Are Contracting With

OnFire is operated by two companies. Which one you contract with depends on where you are located.

This document is the version that applies where your counterparty is OnFire Messenger Ltd. If your counterparty is OnFire Messenger Inc., the corresponding United States version applies to you instead, and is available in the OnFire Legal Center at https://onfire.so/legal.

If you are located outside both the European Economic Area and the United States, contact [email protected] and we will confirm which terms apply to you before you rely on this document.

Data protection. Where this document concerns personal data, the company named above as your counterparty is the data controller for your personal data. For users in the European Economic Area that is OnFire Messenger Ltd., and the supervisory authority is the Irish Data Protection Commission. For users in the United States that is OnFire Messenger Inc., and the rights set out in the United States Privacy Policy apply instead.

If you move, or deal across regions. The company you contract with is determined by where you are located when you use the Services. If you relocate permanently to the other region, the version applying to that region will govern your use of the Services from that point. Dealing with a user, merchant, courier, driver or host located in the other region — for example, buying from a seller in the United States while you are in the European Economic Area — does not change which company you contract with, and does not affect any mandatory consumer protection you have under the law of your country of residence.

This Acceptable Use Policy ("AUP") sets out the standards of conduct expected of all users of the OnFire App and related services (collectively, the "Services"). This AUP applies to all users, including passengers, drivers, couriers, merchants, and any other person who accesses or uses the Services.

By using the Services, you agree to comply with this AUP. Failure to comply may result in warnings, suspension, or permanent termination of your account, as set out in Section 6 below.

This AUP should be read in conjunction with the OnFire Terms and Conditions, Privacy Policy, and any service-specific terms applicable to the feature you are using (e.g., OnFire Rides Terms for Passengers, OnFire Rides Terms for Drivers, OnFire Delivery Terms).

1. General Conduct

1.1. Respect for Others

All users of the Services must:

• Treat other users, drivers, couriers, merchants, and OnFire staff with respect, courtesy, and professionalism
• Communicate in a civil and constructive manner
• Respect the personal space, property, and safety of others
• Follow reasonable instructions from drivers (regarding vehicle safety) and couriers (regarding delivery procedures)

1.2. Non-Discrimination

OnFire does not tolerate discrimination of any kind. Users must not discriminate against or harass other users on the basis of:

• Race, ethnicity, or national origin
• Religion or belief
• Gender, gender identity, or gender expression
• Sexual orientation
• Age
• Disability or medical condition
• Marital or family status
• Membership of the Traveller community
• Socio-economic status

This reflects OnFire's commitment to the principles of equality enshrined in the Irish Equal Status Acts 2000-2018 and applicable EU anti-discrimination legislation.

1.3. Safety

All users must prioritise safety at all times:

• Passengers must wear seatbelts where provided
• Riders of e-scooters and e-bikes must follow all applicable road safety rules and local regulations
• Drivers must comply with all road traffic laws and maintain their vehicles in a safe condition
• Users must not engage in any behaviour that endangers themselves or others

2. Prohibited Activities

The following activities are strictly prohibited when using the Services:

2.1. Illegal Activities

• Using the Services for any purpose that violates applicable law, including Irish law, EU law, and the laws of the jurisdiction in which you are located
• Transporting, ordering, or facilitating the transport of illegal substances, contraband, or prohibited items
• Using the Services to facilitate or engage in money laundering, terrorist financing, or any other financial crime
• Human trafficking or exploitation of any person
• Using the Services to evade law enforcement or obstruct justice

2.2. Fraud and Deception

• Creating fake accounts or maintaining multiple accounts to abuse promotions, circumvent bans, or manipulate the Services
• Providing false, misleading, or inaccurate information during registration or when using the Services
• Submitting fraudulent payment information or using stolen payment methods
• Manipulating fares, prices, or service fees through technical exploits or collusion
• Submitting false claims, complaints, or reports
• Writing or soliciting fake reviews or ratings
• Impersonating another person or entity
• Abusing promotional codes, referral programmes, or loyalty schemes

2.3. Violence and Threats

• Physical violence or assault against any person
• Threats of violence, whether explicit or implied
• Intimidation, stalking, or following another user
• Possession of weapons during the use of the Services (except where legally authorised and declared to OnFire in advance)
• Aggressive or intimidating behaviour that causes fear or distress

2.4. Harassment and Abuse

• Sexual harassment, including unwanted sexual advances, comments, or contact
• Verbal abuse, insults, or derogatory language
• Persistent unwanted contact with another user
• Sharing another user's personal information without their consent ("doxxing")
• Recording, photographing, or filming other users without their consent (except dashcam use by drivers where legally permitted and disclosed)
• Hate speech or incitement to hatred against any individual or group

2.5. Drug and Alcohol Impairment

• Driving or operating a vehicle while under the influence of alcohol or drugs
• Riding e-scooters or e-bikes while impaired
• Using the Services while in a state of intoxication that endangers yourself or others, causes damage to vehicles, or creates an unreasonable disturbance
• Consuming alcohol or drugs in a driver's vehicle without the driver's express permission

2.6. Property and Service Abuse

• Damaging, vandalising, or stealing vehicles, e-scooters, e-bikes, or other OnFire property
• Tampering with vehicle locks, GPS systems, or other technology
• Deliberately triggering false safety alerts or emergency features
• Littering or leaving vehicles in unsafe, obstructive, or prohibited locations
• Using the Services in a manner that disrupts or interferes with the operation of the platform or the experience of other users

2.7. Technical Abuse

• Attempting to access, interfere with, or disrupt the OnFire platform, servers, or infrastructure
• Reverse engineering, decompiling, or disassembling any part of the OnFire App or Services
• Using automated tools (bots, scrapers, crawlers) to access or extract data from the Services
• Circumventing security measures, access controls, or usage limits
• Distributing malware, viruses, or other harmful code through the Services
• Exploiting bugs, vulnerabilities, or technical errors for personal gain

3. Content Standards

When creating, uploading, or sharing content through the Services (including profile information, reviews, messages in non-encrypted channels, marketplace listings, and any other user-generated content), users must comply with the following standards:

3.1. Prohibited Content

Users must not create, upload, share, or distribute content that:

• Is illegal under applicable law
• Contains child sexual abuse material (CSAM) or depicts the exploitation of minors
• Promotes terrorism, extremism, or incitement to violence
• Is defamatory, libellous, or knowingly false
• Infringes the intellectual property rights of any third party (copyright, trademark, patents)
• Contains personal data of another individual without their consent
• Is pornographic, sexually explicit, or gratuitously violent
• Promotes or glorifies self-harm or suicide
• Contains spam, chain messages, or unsolicited commercial communications
• Is misleading or deceptive, including fake reviews, false listings, or fraudulent offers
• Promotes illegal products, services, or activities
• Contains hate speech targeting any protected characteristic

3.2. Marketplace Standards

Merchants and sellers using OnFire's marketplace features must:

• Provide accurate and truthful descriptions of goods and services
• Comply with all applicable consumer protection laws, including the Consumer Rights Act 2022 (Ireland) and EU Consumer Rights Directive
• Fulfil orders as described and within stated timeframes
• Honour listed prices and not engage in bait-and-switch tactics
• Comply with food safety regulations and hygiene standards (for food merchants)
• Display required allergen and nutritional information (for food items)

4. Driver and Courier Standards

In addition to the general standards above, drivers and couriers must:

4.1. Professional Conduct

• Maintain a professional and courteous demeanour at all times
• Arrive at pick-up or collection points in a timely manner
• Follow the most efficient and safe route unless the passenger or customer requests otherwise
• Keep vehicles clean, well-maintained, and in a roadworthy condition
• Comply with all licensing, insurance, and regulatory requirements applicable to their activity

4.2. Regulatory Compliance

• Hold and maintain all required licences and permits (e.g., SPSV licence for ride-hailing in Ireland)
• Maintain adequate insurance coverage as required by law and OnFire's terms
• Comply with all applicable road traffic legislation
• Comply with working time regulations and rest requirements

4.3. Data and Privacy

• Not contact passengers, customers, or other users outside of the OnFire App for purposes unrelated to an active trip or delivery
• Not retain or misuse personal data of passengers or customers obtained through the Services

5. Reporting Violations

5.1. How to Report

If you witness or experience a violation of this AUP, you may report it through the following channels:

• In-app: OnFire App > Report (available on user profiles, trips, deliveries, and messages)
• Email: [email protected]
• Emergency: If you are in immediate danger, contact local emergency services (112 in the EU, 999 in Ireland) before reporting to OnFire

5.2. Information to Include

When reporting a violation, please provide:

• A description of the incident or behaviour
• The date, time, and location of the incident
• The name or profile of the user involved (if known)
• Any supporting evidence (screenshots, photos, receipts)
• Your contact information for follow-up

5.3. Investigation Process

Upon receipt of a report, OnFire will:

1. Record the report and capture a snapshot of the reported content, so that the evidence survives deletion
2. Place the report in the moderation queue, with child-safety reports treated as critical
3. Review the report and any evidence available to us
4. Take appropriate action in accordance with Section 6 below

We do not currently send an acknowledgement when a report is received, and we do not currently tell the reporter the outcome. We would rather say so than imply a confirmation you will not get. If you need to know what happened to a report, contact [email protected].

5.4. Confidentiality

OnFire will treat all reports with confidentiality to the extent permitted by law. We will not disclose the identity of the reporter to the reported user unless required by law or necessary for a legal proceeding.

5.5. Good Faith Reporting

Users who report violations in good faith will not be subject to retaliation or adverse action. However, submitting false, malicious, or vexatious reports is itself a violation of this AUP and may result in enforcement action.

6. Enforcement

6.1. Proportionate Response

OnFire applies a proportionate approach to enforcement, taking into account the severity of the violation, the user's history, and any mitigating circumstances. Possible actions include:

6.2. Warning

For first-time or minor violations, OnFire may issue a written warning via email or in-app notification. The warning will identify the specific violation and remind the user of the applicable standards.

6.3. Temporary Suspension

For repeated or serious violations, OnFire may temporarily suspend a user's access to the Services or specific features. The duration of suspension will be proportionate to the severity of the violation and may range from 24 hours to 30 days.

6.4. Permanent Ban

For the most serious violations, or where a user has repeatedly failed to comply despite warnings and suspensions, OnFire may permanently terminate a user's account and access to the Services. Permanent bans are applied for:

• Violence or threats of violence
• Sexual harassment or assault
• Fraud or financial crime
• Repeated serious violations after prior warnings
• Any conduct that poses a serious risk to the safety of others

6.5. Content Removal

OnFire may remove or disable access to content that violates this AUP, applicable law, or our terms and conditions.

6.6. Law Enforcement Referral

Where OnFire has reasonable grounds to believe that a criminal offence has been committed, we may report the matter to An Garda Siochana (Irish police) or other appropriate law enforcement authorities. OnFire will cooperate with law enforcement investigations as required by law.

6.7. Statement of Reasons

Article 17 of the Digital Services Act requires a statement of reasons for moderation decisions. We currently give one when we freeze an account — you are told the reason, the details of the violation, and the deadline to appeal — and when we suspend an accommodation listing, where the host is notified with the reason if one was recorded.

We do not yet give a statement of reasons for other decisions, such as removing a post or comment or rejecting an advertisement, and we do not yet record the legal or contractual basis or the redress information the Article requires. Extending this to every moderation decision is work in progress, and we describe it here as an intention rather than a current practice.

7. Appeals

7.1. Right to Appeal

Users who have been subject to enforcement action (warning, suspension, or ban) have the right to appeal the decision.

7.2. How to Appeal

Appeals may be submitted through:

• In-app: OnFire App > Settings > Help & Support > Appeals
• Email: [email protected] (subject line: "Appeal - [Your Name]")

7.3. Information to Include

An appeal should include:

• A reference to the enforcement action (e.g., the warning or suspension notice)
• A clear explanation of why you believe the decision was incorrect or disproportionate
• Any additional evidence or context not previously considered

7.4. Review Process

Appeals are reviewed by a member of the OnFire Trust & Safety team who was not involved in the original decision. The review will consider:

• The original evidence and decision
• The information provided in the appeal
• Any additional context or mitigating factors
• Consistency with prior decisions in similar cases

7.5. Timeframes

Where an appeal route is available, we will review it as promptly as we can. We do not state a response time here, because we are not currently able to commit to one we would meet.

An appeal is currently available against an account freeze, through the appeal screen shown when your account is frozen. There is not yet an appeal route against the removal of an individual piece of content, the rejection of an advertisement, or the suspension of a listing. Where no route exists, contact [email protected] and we will deal with the matter by correspondence.

7.6. Outcomes

The appeal may result in:

• Upheld: The original decision stands
• Modified: The enforcement action is reduced (e.g., suspension shortened)
• Overturned: The enforcement action is reversed and the user's account is fully restored

7.7. Further Redress

If you remain dissatisfied after the appeal process, you may:

• Submit a complaint through OnFire's DSA internal complaint-handling system (see our DSA Compliance Notice at https://onfire.so/legal/dsa-compliance-notice)
• Refer the dispute to a certified out-of-court dispute settlement body in accordance with the DSA
• Seek judicial redress through the courts of Ireland or any other competent court

8. Relationship with Other Policies

This AUP is supplementary to, and should be read in conjunction with:

• OnFire Terms and Conditions
• OnFire Privacy Policy (https://onfire.so/legal/privacy-policy)
• OnFire Rides Terms for Passengers
• OnFire Rides Terms for Drivers
• OnFire Delivery Terms
• OnFire DSA Compliance Notice (https://onfire.so/legal/dsa-compliance-notice)

In the event of a conflict between this AUP and any service-specific terms, the service-specific terms will prevail to the extent of the inconsistency.

9. Changes to This Policy

OnFire may update this AUP from time to time to reflect changes in our Services, legal requirements, or community standards. Where changes are material, we will:

• Notify you by email or in-app notification at least 15 days before the changes take effect
• Post the updated AUP on our website

Your continued use of the Services after the effective date of any changes constitutes your acceptance of the updated AUP.

10. Governing Law

This AUP is governed by and construed in accordance with the laws of Ireland. Any disputes arising out of or in connection with this AUP shall be subject to the exclusive jurisdiction of the courts of Ireland, without prejudice to any mandatory consumer protection provisions that may apply in your country of residence.

11. Contact

If you have questions about this Acceptable Use Policy, please contact:

OnFire Messenger Ltd. Email: [email protected] Website: https://onfire.so

This Acceptable Use Policy was last updated on 14 April 2026.