Rider Rules
What we expect on every ride, and what happens if a rule is broken.
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These rules keep every ride safe and respectful for riders and drivers. They are part of our Terms of Service. We never pause or close an account automatically: a person reviews what happened, tells you the reason, and lets you respond.
The rules
Respect and safety
- Treat your driver and anyone riding with you with respect.
- No harassment, threats, violence, or unwanted touching or sexual comments.
- No discrimination against a driver for who they are.
- No weapons, except as allowed by law and our policies.
- Do not distract the driver or ask them to drive unsafely, speed, or break traffic laws.
The car
- Do not damage, dirty or smoke in the car (including vaping).
- No open alcohol containers or drugs.
- Wear a seat belt.
Pickup and timing
- Be at your pickup point when your driver arrives. The driver waits at least 5 minutes before a no-show fee can apply.
- Cancel as soon as you know you don't need the ride; it's free until a driver accepts.
Honesty
- Use only your own account, card and real name.
- Report safety problems truthfully. Knowingly false reports, including a false "not my driver" report, are a serious violation.
- Rate honestly. Don't threaten a low rating to get something.
- Contact us before disputing a charge with your bank.
Children and passengers
- Riders must be 18 or older. Anyone younger rides only with an adult account holder.
- Bring and install a proper car seat for any child who needs one.
- Don't bring more passengers than you booked.
Service animals
- Service animals are always welcome. Pets are at the driver's discretion; ask first.
The law
- Follow all laws during your ride. Don't use a ride for any illegal purpose.
If a rule is broken
Every case is reviewed by a person, who considers what happened, how serious it was, and whether it has happened before:
- Report or flag. A driver, rider or our records raise a concern.
- Review. A team member looks at the trip records, both sides' accounts, and any recording that applies.
- Decision. No action, a warning, a fee, a temporary pause, or removal. You are told the reason in the app and by email.
- Your response. Reply within 30 days through Contact us in the app with anything we should consider. A different team member reviews it where possible, and we tell you the result.
Typical outcomes:
| What happened | Likely outcome |
|---|---|
| Late cancel after a driver accepted | $5.00 fee to the driver; no other action |
| No-show after the driver waited 5 minutes | $15.00 fee; a warning in the app at 2 in 30 days; a review at 3 |
| Rude or disrespectful behavior | A warning; removal if it continues |
| Damage, mess or smoking in the car | A warning, and the cost of repair or cleaning once that fee is in effect |
| Bank dispute (chargeback) without contacting us | A person reviews it and may pause new requests while the dispute is open |
| Knowingly false safety or "not my driver" report | A pause while reviewed; removal if confirmed |
| Harassment, threats, violence, sexual misconduct or a weapon | A pause while a person reviews it; removal if confirmed; police may be contacted |
Outcomes are examples, not limits; the most serious cases may lead straight to removal after review.