3. Frequently Asked Questions
1. How do I avoid going to the wrong meet up point?
You will have the option to choose the starting point that is most convenient to you or we will suggest a landmark easily recognizable near you if you are not sure about the starting point. Before the journey, always double check on Google Maps about the starting point and whether the starting point and ending point of the journey have a time reference similar to the one we shared with you.
2. What can I do if the volunteer is not able to find the end destination point?
In case the volunteer you are walking with is not able to find the end destination point, please be patient and let the volunteer find the location on Google Maps alternatively, you can contact us.
If you are not familiar with the end destination point, inform the volunteer straight away. The volunteers have been instructed to support you until you are happy to proceed the journey independently.
In case you are not happy with the end destination point, please don’t hesitate to call us and we will help you sort out the situation.
3. What should I do if a volunteer is interested to meet up in a private space such as inside the house premises?
Politely decline the offer as Travel Hands cannot support you in case any difficulty arises in private premises. For this reason, we kindly ask you to avoid getting inside of private premises and remain in public spaces. This will ensure your safety and security and will prevent any undesired situation or claim.
4. What should I do if I have been harassed by a Volunteer?
Harassment is when someone behaves in a way which makes you feel distressed, humiliated or threatened.
Examples of harassment include:
- Unwanted phone calls, letters, emails or visits
- Abuse and bullying online
- Verbal abuse and threats
- Smashing windows or using dogs to frighten you
If you feel it’s a situation of minor harassment or you’re unsure whether it has been voluntary or accidental, please communicate your discomfort to the other party and tell them to abstain from this kind of behaviour.
If you’re being harassed, you can contact us immediately, if the situation is completely out of control, then contact the police. If you think you’re being harassed because of your disability, race, religion, transgender identity or sexual orientation, you can report the harassment by contacting us right away.
In any case, whether you consider the incident to be intentional or not , you should report it to us so that we can monitor the situation and take actions such as banning the person from the service and preventing similar situations from ever happening again.
These guidelines are valid also for you, so avoid creating a situation that could be considered as harassment.
5. What should I do if I have been sexually harassed by a volunteer?
Sexual harassment is unwanted behaviour of a sexual nature which:
- Violates your dignity
- Makes you feel intimidated, degraded or humiliated
- Creates a hostile or offensive environment
You don’t need to have previously objected to someone's behaviour for it to be considered unwanted.
Sexual harassment can include:
- Sexual comments or jokes
- Physical behaviour, including unwelcome sexual advances, touching and various forms of sexual assault
- Displaying pictures, photos or drawings of a sexual nature
- Sending messages with sexual content
If you find yourself in the situation of sexual harassment, then:
- Try to maintain calm as much as possible.
- Communicate clearly the unwanted nature of their behaviour.
- Communicate your discomfort.
- Communicate to them to stop immediately.
- Report the incident to us.
In any case where you feel threatened and their behaviour doesn’t change, or you think it is unacceptable, do not hesitate to call the police and report them.
6. How can I be sure whether it is legal to meet strangers and follow the government regulations?
Travel Hands will provide regular updates on the latest UK Government policies regarding COVID-19 and social distancing restrictions.
7. How can I be sure of not walking with someone that may have COVID-19?
We cannot be completely sure whether someone has COVID-19 but we ask both you and VIP’s to fill in the form before any journey. The form helps us to understand whether one is manifesting any symptoms or has been in contact with people who resulted positive. In this scenario, we will ask either of the parties to abstain from using Travel Hands and advise them to get tested as soon as possible.
8. What should I do if I have an argument or conflict with the volunteer?
You may get into an argument with someone on varied topics. But, it is important to acknowledge that different people have different perspectives and no one means harm to you. Therefore, we request you to maintain calm and avoid escalating any matter with a high tone of voice or using offensive language. Express your discomfort about the argument and tell them you would prefer not to talk about it anymore. Take some deep breaths and move on to a new topic.
If you feel you are nervous or in a situation of discomfort during the journey, please try to bring the journey to an end or reach out to us in case you think you are not able to complete your journey. Report the incident into our feedback so that we can enquire by contacting both the parties and reconcile the situation.
9. What happens if someone injures themselves? Do you have insurance in place?
We are not liable to pay for any medical expenses as a result of your injury while you engage in the journeys or activities with Travel Hands.