This Emergency & Incident Response Policy (“Policy”) establishes the procedures, responsibilities, and protocols governing how emergencies, safety incidents, criminal events, and other serious occurrences are identified, reported, managed, escalated, documented, and resolved in connection with the use of the Platform.
The purpose of this Policy is to demonstrate the Platform’s commitment to reasonable duty of care, user safety, legal compliance, and operational integrity while clearly defining the limits of the Platform’s role and responsibility. This Policy is intended to reduce harm, provide structured response guidance, preserve evidence, support lawful investigations, protect users, and mitigate legal, regulatory, and reputational risk.
This Policy applies to all users of the Platform, including Senders, Couriers, Recipients, and any other individuals interacting with the Platform, whether directly or indirectly.
For purposes of this Policy, an “Incident” includes any event occurring during or in connection with Platform use that may involve risk to persons, property, data, or legal compliance.
Incidents include, but are not limited to:
Medical emergencies
Vehicle accidents or collisions
Theft, robbery, or attempted theft
Assault, harassment, or threats of violence
Missing or unaccounted-for couriers or items
Property damage
Fire, hazardous material exposure, or environmental hazards
Law enforcement involvement
Death or serious bodily injury
Credible threats of imminent harm
Data security incidents with safety implications
The Platform reserves sole discretion to classify incidents based on available information.
The Platform operates as a technology facilitator and does not provide emergency services, medical care, law enforcement, security personnel, or real-time supervision of deliveries.
The Platform does not replace emergency responders. Users are instructed to contact local emergency services immediately when a situation poses immediate danger.
Nothing in this Policy creates an affirmative duty for the Platform to physically intervene, rescue, or provide on-site assistance.
In any situation involving immediate danger to life, health, or property, Users must first contact local emergency services (e.g., 911) before contacting the Platform.
Failure to seek emergency assistance may worsen harm and may limit the Platform’s ability to assist or document events after the fact.
The Platform expressly disclaims liability arising from a user’s failure to contact emergency services when required.
Incidents may be reported through designated in-app reporting tools, customer support channels, or emergency contact mechanisms provided by the Platform.
Reports should include, to the extent reasonably possible:
Nature of the incident
Time and location
Parties involved
Description of injuries or damages
Law enforcement or emergency response involvement
Any immediate safety concerns
Incomplete information does not invalidate a report.
5.2 Emergency EscalationReports involving serious injury, violence, death, active criminal conduct, or credible threats are escalated internally according to severity-based protocols.
The Platform may prioritize safety-related incidents over routine support matters.
Upon receipt of an incident report, the Platform may:
Assess severity and credibility
Preserve relevant account data and logs
Restrict or suspend accounts
Initiate internal investigation
Notify designated internal safety or legal personnel
Coordinate with law enforcement where appropriate
The Platform may take precautionary action without determining fault.
The Platform may cooperate with law enforcement, emergency responders, and regulatory authorities when:
Required by law
Necessary to prevent imminent harm
Responding to valid legal process
Investigating serious incidents
Cooperation may include providing limited user data, logs, communications, or account records consistent with applicable law and privacy obligations.
The Platform does not guarantee advance notice to users when disclosure is legally prohibited or impractical.
The Platform may preserve records related to incidents, including:
Account information
Transaction data
Communication logs
Location data
Incident reports
Preservation does not imply wrongdoing and is conducted to support safety, legal compliance, and dispute resolution.
The Platform may immediately suspend, restrict, or terminate accounts when an incident involves:
Violence or threats
Serious safety violations
Criminal activity
Ongoing risk to others
Such action may occur before investigation is complete.
9.2 Temporary vs. Permanent MeasuresAccount actions may be temporary pending review or permanent based on findings, severity, or legal requirements.
The Platform is not obligated to reinstate accounts following serious incidents.
Users involved in incidents are expected to cooperate with:
Platform investigations
Law enforcement inquiries
Insurance or claims processes
Failure to cooperate may result in account restrictions or adverse determinations.
The Platform does not provide medical advice or treatment.
Users acknowledge that couriers and recipients may have pre-existing medical conditions, and the Platform does not screen for medical fitness.
Medical emergencies are the responsibility of emergency services and the individuals involved.
Couriers are solely responsible for:
Compliance with traffic laws
Vehicle safety and maintenance
Insurance coverage
The Platform does not assume liability for vehicle accidents, even if occurring during deliveries.
The Platform does not guarantee protection against criminal acts.
Users acknowledge that theft and crime are inherent risks in delivery services.
The Platform may assist by documenting incidents and cooperating with authorities but does not provide restitution unless required by law or expressly stated in applicable policies.
Threats, harassment, or violence toward any user, courier, or Platform personnel are prohibited.
Incidents involving credible threats may result in immediate termination and law enforcement referral.
Knowingly submitting false, misleading, or malicious incident reports is prohibited.
Such conduct may result in account suspension or termination.
The Platform does not guarantee:
Immediate response
Specific actions
Desired outcomes
Response efforts depend on information availability, severity, and legal constraints.
To the maximum extent permitted by law, the Platform disclaims liability for damages arising from:
Delays in response
Third-party actions
User failure to follow emergency procedures
Events beyond Platform control
Nothing in this Policy waives non-waivable statutory rights.
Incident reports may involve sensitive information.
The Platform handles such information in accordance with applicable privacy laws and internal policies.
This Policy may be updated to reflect legal requirements, operational changes, or safety improvements.
Continued use of the Platform constitutes acceptance of updated policies.
This Policy operates in conjunction with:
Terms of Service
Risk Disclosure Statement
Safety Policies
Insurance Disclosures
Independent Contractor Agreement
In case of conflict, governing agreements control.
This Policy is governed by the laws of the State of California, without regard to conflict-of-law principles.
By using the Platform, Users acknowledge that they have read, understood, and agreed to this Emergency & Incident Response Policy.
If you have questions or concerns regarding this Policy, please contact us:
Email: support@pykkit.com
Address: Palo Alto, CA 94304