Follow inDrive’s safety guidelines and use support tools to stay protected on every trip.

Support and Safety Information | inDrive Help

To get help before, during, or after your trip, simply click on the shield icon or on Safety and click on "Support" to start a chat with our team, via the side menu under "Support" or through "Ride History". If you prefer, you can also contact us through the <a href="https://indrive.com/pt-br/contacts/support">contact form</a>.

Get support during rides or via the website to resolve issues quickly and keep trips safe.

Report conflicts or incidents with details to support for fast resolution and safer rides.

How to Report a Conflict or Incident | inDrive Help

How to Contact inDrive Support | inDrive Help

How do I contact inDrive support?

Your safety is our priority. That's why inDrive is committed to protecting all our users, constantly developing features in the app and improving the product. We continuously update our platform to test and launch new safety tools — fundamental measures to ensure peace of mind at every stage of the journey.

The app offers safety tools before, during, and after each ride: identity verification of drivers and passengers, real-time trip sharing with friends and family, audio recording, verification code, registration of up to 5 emergency contacts, "Call 190" button, 24/7 support with priority for safety cases, and much more. Learn more at: https://indrive.com/pt-br/safety

Stay safe with inDrive’s ongoing updates and protection features before, during, and after rides.

Is inDrive Safe? | inDrive Help

Is inDrive safe?

Before your ridesIn the side menu, tap 'Safety' to open the Safety Center and:<ul><li>Contact Support: available 24/7</li><li>Contact emergency services: click the 'Call 190' button to alert the police</li><li>Add up to 5 emergency contacts: the inDrive support team can contact these people during emergencies if you cannot be reached</li></ul>During your ridesTap the Shield icon on your ride map to open the Safety Center and:<ul><li>Contact support — messages sent during a ride are marked as priority for faster responses</li><li>Add up to 5 people as emergency contacts</li><li>Share your trip details with friends and family</li><li>Record the audio of your ride for added protection</li><li>Tap the 'Call 190' button to reach the police</li></ul>Learn more about these features and how we keep you safe at: <a href="https://indrive.com/pt-br/safety">https://indrive.com/pt-br/safety</a>

Use the Safety Center to contact support, emergency services, or share trip details for peace of mind.

How to Access the Safety Center | inDrive Help

How do I find the Security Center?

If you have a disagreement or conflict during a ride, please remain calm and avoid any reaction that could escalate the situation.If you feel unsafe, the ride can be ended immediately in a safe location, either by the driver or the passenger. If necessary, you can also contact the police using the 'Call 190' button available in the Safety Center.Please report any incident to our <a href="https://indrive.com/pt-br/contacts">support team</a> — include all details and evidence, if you have any. This helps us investigate and take the necessary action.At the end of the ride, both drivers and passengers can leave a rating for each other. This helps keep the platform safe, transparent, and fair for everyone. Ratings range from 1 star (worst) to 5 stars (best), and automatic monitoring of user ratings and cancellations streamlines safety analysis, with accuracy maintained through human support.

Handle conflicts calmly: end unsafe rides, report incidents, and keep the platform safe.

How to React in Conflict Situations | inDrive Help

How should I react if there's a conflict?

To report any violation of the Terms of Use, a conflict, or an incident, please contact our Support team via the in-app chat or the <a href="https://indrive.com/pt-br/contacts">contact form</a>, providing details and evidence of what happened.

inDrive takes incidents seriously. Reports may lead to account freezes, investigations, or permanent bans. We work with law enforcement and provide free Personal Accident Insurance for all rides, protecting drivers and passengers from pickup to drop-off.

How to Report an Incident on inDrive | inDrive Help

How do I report a conflict or incident?

We take incidents seriously.&nbsp;&nbsp; When we receive reports, our specialists take the following steps: Take Immediate Action: We freeze the account of the alleged offender and any others involved while we investigate.Gather Information: We reach out to the reporting party and gather information from other sources.Evaluate: We review all information, including correspondence with drivers and riders, third-party statements, route data, timing details, and police reports, to determine the best course of action.Account Action: Individuals accused of incidents may be permanently banned from the inDrive community.Work with Law Enforcement: We protect personal information and comply with applicable laws when working with law enforcement.Insurance: You're protected by Personal Accident Insurance in every ride. The insurance is free and automatic for partner drivers and passengers on all inDrive trips, from the moment the ride is accepted until drop-off. If an accident results in injury or hospitalization, contact inDrive Support to have more information on how to proceed.

inDrive freezes accounts, reviews reports, and works with law enforcement to protect riders.

What Happens If an Accident Is Reported? | inDrive Help

What happens if an incident is reported?

We take reasonable and appropriate technical, legal, and organizational security measures to protect your personal information from any unauthorized action including, but not limited to, access, disclosure, alteration, or destruction leading to loss, theft, or misuse of your data. We do our best to affirm our commitment to safeguarding your information. We regularly review our security measures to consider available new technology and methods. Because absolute security does not exist either on or off the Internet, we cannot guarantee the absolute security of your information, especially against maliciously intended acts by third parties where the cost of the successful attack multiplies several times the value of any data that may have been compromised. Nevertheless, we make commercially reasonable efforts to keep your information safe.

Protect your personal data with strict security standards and safeguards against misuse.

Is My Personal Information Secure? | inDrive Help

Does my personal information stay secure with inDrive?

The driver can't find meIf your driver can't find the pick-up point, use the call option in the app or send a message in the chat to contact them.You can also try to find them using the location displayed on the map.The passenger never showed upWait 5 minutes and try contacting the passenger.If they don't show up, click 'Problem with the ride' and select 'Passenger didn't show up'. We will notify you and apply the applicable penalties to the passenger according to the Terms of Use if this happens again.The passenger got in the wrong carOn the trip screen, click 'Problem with the ride' and select the applicable reason. We will notify the passenger and apply the applicable penalties according to the Terms of Use if this happens again.The passenger didn't pay for the rideTo avoid problems, do not try to keep the passenger in your vehicle by force, and contact Support within 24 hours to check the compensation policy.We will investigate the incident, take the necessary measures outlined in our Terms of Use, and notify you of the outcome.How to call a passenger or driver through the app<ul><li>The call button and the platform's chat hide your phone number from other app users.</li><li>When a ride is accepted, the 'Call' button will appear.</li><li>If the call function doesn't work, restart the app and, when you see the first notification, click 'Allow' and select 'Phone'. Your phone settings will open: allow access to calls.</li><li>Only call before the moment the ride is completed.</li><li>After the ride is completed, avoid calling or messaging the passenger or driver. Otherwise, you may face restrictions on your account.</li><li>The app will only use your microphone for calls. You can change this in your phone's settings:</li></ul>Android usersDepending on your Android phone, there are two ways to do this:<ul><li>Open your phone's Settings &gt; tap on Apps or Apps &amp; Notifications &gt; find and tap on inDrive &gt; select Permissions or App Permissions &gt; find 'Microphone' and make sure it's switched on.</li><li>Open your phone's Settings &gt; tap on Apps &gt; Manage apps &gt; find and tap on inDrive &gt; select App Permissions or Other Permissions &gt; Locate 'Microphone' and enable access.</li></ul>iOS users<ul><li>Open your iPhone's Settings &gt; scroll down to the list of apps and tap on inDrive &gt; In the Allow inDrive to Access section, locate the 'Microphone' option &gt; Enable the switch next to Microphone.</li></ul>

Handle no-shows by contacting passengers or drivers and reporting issues to improve safety.

What If a Passenger or Driver Doesn’t Show Up? | inDrive Help

What if something unexpected happens during the trip?

All users undergo verification before using inDrive.Drivers submit personal documents, driver's license, vehicle information, and criminal background checks, and periodically undergo photo screening.Passengers have their identity validated with a CPF tax ID check and may need to submit a real-time facial verification photo before their first request, or in case of suspicious activity.We also use connected account tracking technology to prevent blocked users from creating new accounts, and we continuously monitor profiles, trip requests, and chats, removing inappropriate content and restricting accounts with behavior that violates the platform's Terms of Use.

Learn how inDrive verifies drivers and passengers with document checks, photo screening, and account monitoring to keep every ride safer.

How Does inDrive Verify Drivers and Passengers? | inDrive Help

How does inDrive verify drivers and passengers?

Yes. All rides are GPS-monitored from start to finish. If we identify an unusual route or a long stop, you'll receive a notification to confirm that everything is okay or to call for help — in emergencies, the 'Call 190' button is available on the screen.You can also record audio and share your trip through the Safety Center (shield icon) for added protection.

Find out how inDrive monitors every ride by GPS, alerts you to unusual routes or long stops, and helps you get support.

Does inDrive Track Trips Using GPS? | inDrive Help

Does inDrive track trips using GPS?

Yes. For all rides booked through inDrive, you have Personal Accident Insurance — free and automatic for drivers and passengers. Coverage is valid from the moment the trip is accepted until its completion and covers medical expenses, hospitalization, daily disability benefits, and more.If an incident occurs, follow these steps to request coverage:<ul><li>Report the incident: access the chat through the app or the contact form to register the case</li><li>Assistance: our specialized team will contact you by phone to get the details</li><li>Document submission: send the requested supplementary documentation</li><li>Analysis and response: after receiving the documents and validating the coverage, our partner insurance company will contact you.</li><li>Note: in sensitive cases occurring on the platform, we also offer psychological assistance — each case is analyzed individually.</li></ul>

Every inDrive ride includes free, automatic Personal Accident Insurance. See what it covers and how to request coverage.

Are inDrive Trips Covered by Accident Insurance? | inDrive Help

Are inDrive trips covered by accident insurance?

inDrive has a zero-tolerance policy against any form of discrimination, harassment, hate speech, or disrespectful treatment — regardless of race, ethnicity, religion, origin, gender, gender identity, sexual orientation, age, disability, or any other characteristic protected by law.Violations result in immediate action, including suspension or permanent deactivation of the account, as outlined in our <a href="https://indrive.com/pt-br/legal">Terms of Use</a>.If you are a victim or witness of this behavior, report it immediately to our <a href="https://indrive.com/pt-br/contacts/support">support team</a> with all the details. Our specialized team may contact you by phone to provide the necessary support.

inDrive has a zero-tolerance policy against discrimination and harassment. Learn how to report it and what actions we take.

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