Legal - DiDi Delivery Rules

DiDi Delivery Rules


Our DiDi Delivery Rules apply to Passengers who request delivery services (Delivery Services) and drivers who perform Delivery Services.

These DiDi Delivery Rules are intended to ensure that Delivery Services facilitated by DiDi Mobility (Australia) Pty Ltd (ACN 623 144 963) for Australia and/or DiDi Mobility (New Zealand) Limited (company number 8037474) for New Zealand (individually and collectively (as applicable) (DiDi)) are appropriate and safe for Passengers, drivers, and the community. You need to be aware of your obligations when requesting or performing Delivery Services, and the types of deliveries which are prohibited from being requested or provided on our DiDi mobile rider and driver app and platform (DiDi App).

We reserve the right to deactivate your account where you fail to comply with these DiDi Delivery Rules.

We reserve the right to remove requests for Delivery Services which fail to comply with these DiDi Delivery Rules.



1.1. You must not request, accept, or perform Delivery Services that involve or relate to:

(a) any unlawful, illegal or fraudulent activities, including those relating to weapons, drugs, or alcohol;

(b) any items that require a permit, licence, endorsement or permission to transport (including dangerous or hazardous goods) and where you do not hold such permit, licence, endorsement or permission;

(c) any other potentially hazardous, dangerous or harmful items or activities;

(d) any animals or livestock (other than ‘assistance animals’)

(e) anything that is unsafe, misleading, deceptive, unethical, or immoral that might affect the good public repute of DiDi;

(f) any deliveries, requests or comments that troll, are fake, inappropriate, irrelevant or inflammatory in nature;

(g) any deliveries that may be unreasonable or unsafe to deliver such as heavy or bulky items;

(h) any advertisement purposes;

(i) any delivery where the Service Fee exceeds the maximum amount permitted by the Driver App or the Rider App;

(j) any items that would be unsafe to deliver due to time/temperature sensitive reasons including food or medication that may become unsafe for consumption or use during the period of proposed delivery service;

(k) any items or activities contrary to DiDi’s values; or 

(l) any items or activities that in DiDi’s opinion may cause reputational damage or harm to DiDi.


2.1. Passengers must ensure that he or she has taken all relevant and appropriate measures to protect and preserve the items to be delivered. This includes

(a) packaging the items to prevent

     (i) spillage;

     (ii) breakage;

     (iii) spoilage;

     (iv) loss of contents;

     (v) injury to drivers or others;

     (vi) unwarranted or unsafe distraction to a driver including reflective items distracting to the eye or vision either directly or indirectly or items capable of producing noise disturbance to a driver; and

     (vii) damage to the driver’s vehicle or other property; and

(b) providing drivers with any special equipment or materials that are appropriate for the item. 

2.2. Subject to the Passenger’s obligations in clause 2.1, drivers must take reasonable care of the items they are delivering but are not required to take any special precautions or supply any of their own special equipment or materials for the purpose of performing the Delivery Services.


3.1. If Passengers request the delivery of food or drinks, drivers and Passengers must each do everything respectively required of them to comply with all applicable food safety laws, standards, codes, and guidelines, including those relating to:

(a) receipt, storage, packaging, and transportation of food and drinks;

(b) health and hygiene of the handlers of food and drinks; and

(c) cleanliness and sanitation.


4.1. Passengers and drivers must comply with all applicable safety procedures required by law or recommended by Governmental bodies in receiving or performing the Delivery Service, including those relating to social distancing, no touch delivery, and any applicable social gathering rules or restrictions.

4.2. Passengers and drivers are encouraged to coordinate the Delivery Services in advance of pick-up and drop-off to enable each of them to meet applicable safety requirements and recommendations. This may include, as appropriate, arranging:

(a) a safe location for items to be picked-up by the driver without the need for physical contact between the driver and the person giving the item;

(b) for the person giving the item to the driver (whether a Passenger or not) to directly place the item in the driver’s vehicle to reduce the need for physical contact;

(c) a safe location for items to be dropped-off by the driver without the need for physical contact between the driver and the person receiving the item;

(d) for the person receiving the item from the driver (whether a Passenger or not) to directly retrieve the item from the driver’s vehicle to reduce the need for physical contact.

4.3 Passengers are:

(a) if they are the person sending the item, encouraged to coordinate with the person receiving the item;

(b) if they are the person receiving the item, encouraged to coordinate with the person sending the item; or

(c) if they are neither the person receiving or sending the item, encouraged to coordinate with both the sender and receiver,

to ensure information is accurate and the Delivery Services are able to be performed safely, accurately, effectively and efficiently.



5.1. To ensure that Passengers and drivers both benefit from Delivery Services:

(a) Passengers should be clear with their requests – provide clear and sufficient information as part of your request to enable drivers to know exactly what is required to be delivered and where and to whom items are to be delivered;

(b) Be on time – if a driver is delivering you an item, be ready to collect it from the driver. If your driver is collecting an item from you to deliver elsewhere, be ready to provide it to your driver – so your driver is not left waiting. If you are picking up or delivering an item – do it at the times agreed with the Passenger so they are not left waiting;

(c) Be courteous – treat each other as you would like to be treated;

(d) Do not be inappropriate – avoid all inappropriate behaviour, such as abusive language or gestures, sexual innuendo and advances, and any disrespectful or aggressive comments or conduct;

(e) Contact each other appropriately – only contact each other through the applicable DiDi mobile apps and only for matters relating to the delivery, unless you receive the other person’s express consent to do so; and

(f) Do not harass or discriminate against others – we have a zero tolerance policy for discriminatory language, behaviour or conduct of any kind. Discrimination against Passengers, drivers or other third parties includes but is not limited to discrimination on the basis of race, ethnicity, religion, gender, sexual orientation, disability, nationality and age.

5.2. Drivers and Passengers may have the option to rate each other at the completion of each delivery and may report any behaviour that contravenes these DiDi Delivery Rules.


Last update: February 2021