Carto is a community of customers, restaurants, shops, brands, and drivers. These Guidelines keep it safe and trustworthy. They apply to everything you post or do on Carto — listings, photos, reviews, messages, profiles, and behaviour — and are part of our Terms of Service.
Zero tolerance. Carto has zero tolerance for objectionable content and abusive behaviour. Content that violates these Guidelines is removed, and the people who post it are removed from Carto. We review reports of objectionable content and act on them — typically within 24 hours — and we may suspend or permanently ban accounts and report illegal activity to the authorities.
Content and conduct that is not allowed
Do not post, send, list, or share — and do not engage in — any of the following:
- Illegal content or activity of any kind, or content that promotes it.
- Hate or harassment — content or behaviour that attacks, demeans, threatens, bullies, or harasses people based on race, ethnicity, national origin, religion, sex, gender, sexual orientation, disability, or any other protected characteristic.
- Violence or threats — threats of harm, incitement to violence, or content that glorifies violence.
- Sexual or obscene content — pornography or sexually explicit material. Any sexual content involving minors is strictly prohibited; we report it to law enforcement and preserve evidence.
- Abuse of people on Carto — abusing, threatening, or endangering customers, Vendors, drivers, or staff, including off-platform conduct connected to a Carto transaction.
- Fraud, scams, and deception — fake listings, misleading prices or claims, payment or refund abuse, fake reviews, or manipulating ratings.
- Impersonation — pretending to be another person, business, or brand, or misrepresenting your affiliation.
- Intellectual-property infringement — counterfeit goods or content that infringes copyrights, trademarks, or other rights.
- Prohibited or unsafe goods — weapons, illegal drugs, stolen goods, recalled or unsafe products, or anything you are not legally permitted to sell.
- Age-restricted products to minors — selling or attempting to obtain alcohol or tobacco/shisha for anyone under the legal age, or reselling such products.
- Privacy violations — posting someone else's private or personal information without permission.
- Spam and disruption — spam, malware, scraping, or interfering with the operation or security of the Services.
Vendor and driver standards
- Keep listings, menus, photos, prices, and availability accurate and truthful.
- Hold all required licences and comply with food-safety, consumer-protection, and age-restriction laws.
- Fulfil orders and honour bookings; communicate honestly and respectfully.
- Verify age for alcohol and tobacco/shisha at delivery or pickup and refuse when it cannot be verified.
- Fleet owners are responsible for their drivers' identity and conduct.
Reporting objectionable content or abuse
If you see content or behaviour that breaks these Guidelines, tell us — it only takes a moment:
In the app
- Open the listing, review, message, profile, order, or delivery in question.
- Tap Report (the ⋯ / flag option) and choose a reason.
- Submit. You'll get confirmation, and our team reviews reports of objectionable content — typically within 24 hours.
You can also email safety@trycarto.com (or abuse@trycarto.com) with details and screenshots. For emergencies or immediate danger, contact your local emergency services first.
Blocking someone
You can block a user, seller, or driver so they can no longer interact or message with you: open their profile or your conversation and choose Block. Blocking is immediate. You can manage blocked accounts in your account settings, and blocking does not prevent you from also filing a report.
What we do about violations
When content is reported or detected, we review it and may:
- Remove the content and hide it from other users;
- Warn, restrict, suspend, or permanently ban the account responsible;
- Remove offending users from Carto (zero tolerance for objectionable content and abusive users);
- Preserve information and report illegal activity to law enforcement; and
- Take any other action we consider appropriate to protect our community.
We act on reports of objectionable content within 24 hours, and faster for serious safety risks.
Appeals
If you believe we made a mistake about your content or account, contact support@trycarto.com and we'll review it.
Carto SAL — Trust & Safety
Report abuse: safety@trycarto.com
Support: support@trycarto.com
Beirut, Lebanon