Vetting & Community Guidelines

KymaFlow connects senders with independent drivers. These guidelines set out what we check before a driver can carry a job, and the standards of conduct we expect from everyone using the platform. They form part of our Terms of Service.

1. Driver verification

Before a driver can be paid for work booked through KymaFlow, they must complete verification. We collect and review:

• A government-issued photo identity document.
• A current New Zealand driver licence of the class appropriate to the vehicle they operate.
• Vehicle details, including make, model and registration.
• Evidence of vehicle insurance, where applicable to the vehicle class.
• Bank and tax details sufficient to onboard with our payment provider, Stripe, which performs its own identity checks under its Connected Account terms.

Once a driver's identity is approved, their legal name is locked. It cannot be changed from within the app; a genuine change of name (for example by deed poll) requires supporting documentation and is applied by our team.

1.1 What verification is, and is not

Verification confirms that a person is who they say they are and holds the licences they claim. It is not a criminal-history check, a credit check, or an ongoing guarantee of conduct, and it is not a substitute for your own judgement about who you hand goods to. Drivers are independent contractors, not KymaFlow employees.

1.2 Business names

A driver may only display a company name after we have matched it against a registration document (NZBN, ABN or ASIC). A company name shown without that check is not displayed as verified. Display names and nicknames are reviewed before they appear publicly, so a driver cannot present themselves as KymaFlow staff or as another business.

2. Ongoing standards for drivers

• Keep licences, registration and insurance current. Expired documents suspend the ability to accept work.
• Only accept jobs your vehicle and licence class can lawfully and safely carry.
• Honour accepted jobs. Repeated late confirmations, cancellations after acceptance, or failures to appear affect your reliability tier and the number of jobs you may hold at once.
• Attach photo proof of delivery. It is required before a job can be marked delivered and is the primary evidence if the delivery is later disputed.
• Communicate through the platform. Moving a booking off-platform removes both parties' payment protection and is grounds for suspension.

3. Ongoing standards for senders

• Describe items accurately, including weight, dimensions and anything that affects handling. A driver who arrives to find a materially different load may decline it.
• Package items adequately for road transport.
• Do not send anything on our Prohibited Items Policy.
• Be present, or have someone present, at the agreed pickup and delivery windows.
• Complete verification of your identity before posting work.

4. Conduct that applies to everyone

The following will result in warnings, suspension, or permanent removal:

• Harassment, threats, discrimination or abusive language, in messages or in person.
• Misrepresenting your identity, your business, or the goods being carried.
• Soliciting payment outside the platform, or asking another user to cancel a booking in order to arrange it privately.
• Sharing another user's personal information, including addresses, outside what a booking requires.
• Manipulating ratings, reviews, referrals or reliability metrics.
• Creating additional accounts after suspension.

5. Ratings and reliability

Star ratings are public. Written review text is used internally to investigate patterns and is not published against a driver's profile. Reliability is calculated from completed jobs, on-time confirmations and cancellations, and affects how many jobs a driver may hold concurrently. Reliability figures are maintained by KymaFlow and cannot be edited by users.

6. Reporting and enforcement

Report conduct through Support in the app or on the portal. We review reports against the records we hold — messages, job history, delivery proof and status timestamps. Outcomes range from a warning to permanent removal and, where money is involved, the remedies in our Dispute Resolution Policy. We may suspend an account while an investigation is open, including where funds are held in escrow.

Where we believe a criminal offence has occurred, we may report it to New Zealand Police and provide relevant records.