Bonjour Driver Partner Guide
Pet-friendly from the start.
Welcome to Bonjour
Thank you for your interest in becoming a Bonjour Driver Partner.
Bonjour is a pet-first mobility platform by Pawpledge, built to make travelling with pets safer, easier and more reliable. As a Driver Partner, you play an important role in delivering a positive experience for both pets and their owners.
Before accepting trips on the platform, please take a few minutes to review the following standards and expectations.
Our Promise
We believe pets are family.
Every journey should be safe, comfortable and reliable, whether a pet is travelling with its owner or on its own.
We are committed to building a trusted community where animal welfare, safety and professionalism come first.
Pet-friendly from the start is more than a tagline. It is a commitment to every pet, every owner and every journey.
Driver Partner Standards
Driver Partners are expected to:
Treat all customers and animals with respect.
Be punctual and reliable.
Communicate professionally.
Follow platform policies and procedures.
Maintain a safe and clean vehicle.
Drive responsibly and lawfully.
Conduct that negatively impacts customers, animals or the Bonjour community may result in account review, suspension or removal from the platform.
Journey Types
Bonjour supports different types of pet journeys. Driver Partners should review all booking information, pickup notes, care instructions and handover requirements in the app before commencing any journey.
Pets Travelling With Owners
Review booking details, including any pickup notes provided in the app.
Confirm the journey details with the owner.
Provide a safe and comfortable journey for both the owner and pet.
Pets Travelling Without Owners
Review booking details, including any pickup, care and handover instructions provided in the app.
Confirm the correct pet before departure.
Provide visual updates at pickup and handover where required by the service.
Keep the pet safe and supervised throughout the journey.
Release the pet only to the authorised recipient.
Pet Handling Guidelines
Not every pet is comfortable travelling.
Driver Partners should:
Remain calm and patient around animals.
Allow pets time to settle before commencing the journey.
Respect the pet's personal space.
Follow the owner's instructions where appropriate.
Inform the owner if a pet appears distressed.
Driver Partners must not:
Force interaction with a pet.
Physically discipline a pet.
Use abusive or threatening behaviour.
Remove a pet from a carrier or restraint without approval.
Animal Welfare
Pets are at the heart of the Bonjour platform.
Driver Partners are expected to act with care, patience and consideration towards every animal in their care.
Avoid actions that may unnecessarily distress or endanger an animal.
Ensure pets travel in a safe and appropriate manner.
Consider the wellbeing of the animal throughout the journey.
Raise any welfare concerns promptly with the owner and Bonjour.
For pet-only journeys, Driver Partners assume additional responsibility for the welfare of the animal throughout the duration of the trip and any authorised handover process.
Handover & Collection
For pet-only journeys:
Release pets only to the authorised recipient stated in the booking.
Verify collection details where required.
Do not leave pets unattended unless specifically authorised by Bonjour.
Do not use a pet-only journey for personal errands or unrelated activities.
Do not make unauthorised stopovers during a journey.
Do not make unnecessary detours that may delay the pet's arrival.
Follow the agreed route and destination unless otherwise instructed by Bonjour or required for safety reasons.
Report failed handovers immediately.
Contact Bonjour if there is uncertainty regarding the identity of the receiving party.
The safety, welfare and timely arrival of the animal should always take priority throughout the journey.
Vehicle Standards
Driver Partners should ensure their vehicle remains clean, comfortable and suitable for pets before commencing any trip.
Vehicles should be:
Clean and well-maintained.
Free from excessive odours.
Safe and roadworthy.
Suitable for transporting pets.
Driver Partners are encouraged to carry:
Cleaning wipes
Towels
Waste bags
Basic cleaning supplies
Smoking is not permitted during trips.
A clean and comfortable vehicle contributes to a better experience for pets and owners alike.
Trip Requests & Availability
Driver Partners play an important role in ensuring that pet owners can rely on the Bonjour network when they need transport.
You should:
Only make yourself available when reasonably able to accept and complete trips.
Respond to trip requests promptly.
Accept trips responsibly.
Inform Bonjour if you expect to be unavailable for an extended period.
Persistent failure to respond to trip requests, excessive cancellations after accepting trips, or prolonged inactivity may result in account review or deactivation.
Service Expectations
Customers rely on Bonjour for important journeys, including veterinary visits, grooming appointments, boarding stays, airport transfers and family travel.
Driver Partners are expected to:
Arrive on time.
Follow the confirmed route unless otherwise agreed.
Communicate delays promptly.
Confirm key trip details where necessary.
Provide a safe, comfortable and pet-friendly journey.
Act professionally and respectfully at all times.
Repeated service failures may result in account review.
Communication Standards
Clear and respectful communication helps create a positive experience for everyone.
Driver Partners should:
Communicate professionally and courteously.
Keep customers informed of delays.
Remain calm and respectful in difficult situations.
Escalate disputes to Bonjour where appropriate.
Driver Partners must not contact customers for personal reasons after a trip has been completed.
Safety First
Safety is our highest priority.
Driver Partners must:
Hold a valid driving licence and any required permits.
Comply with all applicable laws and regulations.
Drive attentively and responsibly.
Never drive while impaired, fatigued or distracted.
Ensure pets and passengers are safely secured before travel.
If you are not fit to drive, do not accept trips.
Right to Decline or End a Trip
Safety takes priority over all other considerations.
Driver Partners may decline or terminate a trip where:
Safety is at risk.
A pet is aggressive or uncontrollable.
The booking materially differs from the information provided.
Applicable laws or regulations would be breached.
The trip cannot be completed safely.
Where possible, Bonjour should be notified promptly.
Incident Reporting
Prompt reporting allows Bonjour to provide assistance and coordinate an appropriate response.
In the event of:
An accident
Injury
Medical emergency
Animal escape
Vehicle breakdown
Failed handover
Any other serious incident
Driver Partners must:
Ensure the immediate safety of all persons and animals.
Contact emergency services where necessary.
Notify Bonjour immediately.
Submit any supporting information through the app afterwards.
For urgent matters, do not rely solely on in-app reporting.
Animal Escape Protocol
While uncommon, every effort should be made to prevent an animal from escaping during a journey.
If an animal escapes:
Remain calm.
Assess the situation safely.
Notify the pet owner immediately.
Contact Bonjour immediately.
Follow instructions from Bonjour and the pet owner.
Cooperate fully in efforts to locate and safely recover the animal.
Where safe to do so, provide updates to Bonjour and the pet owner until the situation has been resolved.
Vehicle Cleaning, Damage & Claims
Driver Partners should inspect their vehicle after each trip.
Any significant:
Damage
Excessive soiling
Pet-related incident
should be reported promptly through the app or to Customer Service.
Supporting photographs may be requested.
Where a pet causes damage, excessive soiling or requires extraordinary cleaning beyond normal wear and tear, Bonjour may review the incident and, where appropriate, facilitate a cleaning, damage or reimbursement claim in accordance with prevailing policies.
Claims may require:
Photographs
Receipts
Incident reports
Other supporting documentation
Failure to report an incident promptly may affect claim eligibility.
Customer Privacy & Confidentiality
Customer information is confidential.
Driver Partners must not:
Share customer information with third parties.
Contact customers after trips for personal reasons.
Use customer information for marketing purposes.
Store or distribute customer information outside the platform.
Respecting privacy helps protect customers, pets and Driver Partners alike.
Off-Platform Transactions
Trips introduced through Bonjour belong to the Bonjour platform.
Driver Partners must not:
Solicit direct bookings from Bonjour customers.
Offer off-platform services.
Circumvent platform fees or processes.
Exchange personal contact details for future bookings.
Breaches may result in suspension or removal from the platform.
Account Sharing & Subletting
Your account is personal to you.
Driver Partners must not:
Share login credentials.
Allow another individual to use their account.
Transfer or sublet trips to another driver without approval.
Any account-sharing activity may result in immediate suspension.
Lost & Found
If a customer leaves an item behind:
Secure the item safely.
Notify Bonjour promptly.
Follow instructions from the Customer Service team.
Driver Partners should not independently disclose customer information or arrange returns without notifying Bonjour first.
Personal & Vehicle Information
Driver Partners are responsible for ensuring that their personal, vehicle and supporting information remains accurate and up to date.
Driver Partners must notify Bonjour promptly of any changes to:
Contact details
Residential address
Driving license status
Vocational license status
Vehicle details
Vehicle insurance
Any other information relevant to their ability to provide services on the platform
Failure to maintain accurate and up-to-date information may result in account review, temporary suspension or removal from the platform.
Zero Tolerance Policy
Bonjour is committed to maintaining a safe, respectful and trustworthy community for pets, customers and Driver Partners.
The following conduct may result in immediate suspension or permanent removal from the platform:
Abuse, neglect or mistreatment of an animal.
Harassment, threats, discrimination or abusive behaviour towards customers, animals, staff or other Driver Partners.
Driving while impaired by alcohol, drugs or any substance that affects judgement or ability.
Fraudulent activity, including false claims, fare manipulation or misuse of the platform.
Account sharing, impersonation or unauthorised use of another person's account.
Knowingly providing false information or documents.
Serious breaches of safety requirements.
Conduct that may bring Bonjour or the wider community into disrepute.
Bonjour reserves the right to investigate reported incidents and take appropriate action, including temporary suspension, permanent removal from the platform or referral to the relevant authorities where necessary.
Account Activity & Community Standards
To maintain a reliable and active network, Bonjour may periodically review Driver Partner accounts.
Accounts may be reviewed where there is:
Extended inactivity.
Persistent failure to respond to trip requests.
Excessive cancellations after acceptance.
Repeated breaches of service standards.
Fraudulent activity.
Conduct that negatively impacts the Bonjour community.
Driver Partners who are unable to participate for an extended period are encouraged to inform Bonjour accordingly.
Building a Better Community
Bonjour is built on trust.
We are looking for Driver Partners who genuinely care about animals, respect customers and take pride in delivering a great experience.
Together, we can create a safer and more reliable way for pets and their owners to travel.
Thank you for being part of the Bonjour community.
Ready to Join Bonjour?
Thank you for taking the time to review this Guide.
By becoming a Bonjour Driver Partner, you join a community committed to safer, more reliable and pet-friendly journeys for pets and their owners.
Together, we can make travelling with pets safer, easier and more reliable for everyone.