RideHome will use a thumbs up or thumbs down rating system. Most customers are confused by the 5-star rating system. RideHome is committed in keeping things simpler for our drivers and customers.
In order to have a thumbs up, please consider the following.
No one wants to ride in a dirty and/or smelly car. You don't have to detail your car every day or vacuum it after every ride, but you should do your best to make it pleasant to ride in. Air fresheners are always work well (though stick with inoffensive scents such as "new car" to be safe). You should also get regular car washes and keep the car free of crumbs, dust, hair, dirt, and other debris.
Furthermore, your car should be free of clutter. Don't forget to keep your trunk clean and open, as some passengers may be traveling with groceries, luggage, or other items that can't fit in the seat with them. Also, be sure to keep your passenger seat clear; some riders prefer the front seat, especially those who may suffer from motion sickness issues.
We hope that you always stop completely at stop signs, change lanes gradually, and slow down for bumps. But even if these aren't your normal behaviors, you should make sure to do them when you're transporting passengers. Even if you aren't actually being an unsafe driver, giving passengers the impression that you're unsafe is just as bad from a ratings and reviews perspective.
Driving in a city can be exhausting some days, especially if you're driving in the mornings or evenings before or after work. But you should try to be as friendly as you can to passengers and always be polite. We're not saying you have to make friends with every passenger you transport; some passengers just want to relax in silence.
But attempt to make a bit of conversation if you can. If you pick a passenger up at the airport, ask if they're looking for recommendations of things to do while they're in town. If the passenger comes out of a nice restaurant, ask them if they'd recommend it. Don't force the conversation, but don't be afraid to talk to your riders — most of them will appreciate the gesture.
A RideHome ride is not a limousine, and passengers know this. They're not expecting bottles of champagne or heated seats. But small amenities can go a long way to making a passenger feel special and cared for. Here are some easy, cheap amenities you can include in your ride:
There's no need to include all of these, but just having a couple can make a huge difference in passenger experience. If we had to suggest just one, we'd recommend the phone chargers — passengers who are traveling or coming home from a night on the town especially appreciate this touch, as they've likely just left somewhere without a place to charge their phones.
Our final tip for making sure you get a thumbs up rating is to accommodate passenger requests when you can. For instance, some passengers may prefer to listen to a particular radio station or even want to play their own music. Others may prefer to ride in silence.
You might get a rider to ask you to drive just a little farther to drop them off at a specific building in their apartment complex. Or you might have one tell you to take a different route than what your GPS indicates (since sometimes GPS can have difficulty navigating in rural or suburban areas).
As on other apps, RideHome uses a five-star scale system. Drivers and riders rate each other using this system and they give feedback on the trip. It creates accountability for the driver which in turn provides an environment of respect and safety for drivers and riders. Thus, drivers can see their ratings on the ratings tab of the RideHome app.
Ratings for driver’s are calculated based on an average of the number of post-trip stars riders gave you (from 1 to 5 stars) up to your last 500 rated trips or the total number of rated trips you’ve taken, if less than 500.
Providing good service on every ride will keep your average rating high. However, things happen and sometimes trips don’t go well – that’s why only your average over your most recent 500 trips are used so that you have a chance to improve over time.
You will be notified if your rating is under the limit for a particular city. Because of the different cultural ways people rate each other in each city, that limit varies for each city. You will be offered improvement courses to help you raise your rating. If your rating continues to fall before the particular limit, your account will be deactivated. Your account can be activated on the platform if you show proof of steps taken to improve by taking a quality improvement course or something similar.
Cancellations create a poor rider experience and can negatively affect other drivers. There are times you may need to cancel an accepted trip, but minimizing those cancellations is important to maintain the reliability of the platform.
Your cancellation rate is based on the number of trips cancelled out of the total number of trips you accept. (Accepted 100 trips and 5 are cancelled, your cancellation rate is 5%.)
High quality drivers usually have a low cancellation rate of less than 5%.
Deactivation occurs if your cancellation rate surpasses the maximum cancellation rate for the city. We will notify you that your cancellation rate is higher than other drivers or the maximum rate prior to deactivation. However, you may not be able to go online for a short period of time unless your cancellation rate decreases and your account deactivated.
We will not tolerate any type of fraud. Creating a duplicate account for fraudulent purposes or doing so after permanent deactivation is not allowed on the RideHome system.
Deactivation of an account occurs if we certify that an account or accounts are associated with fraudulent activity such as: deliberately increasing the time or distance of a trip; accepting trips without the intention to complete, including provoking riders to cancel; creating dummy rider or driver accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; and intentionally accepting or completing fraudulent or falsified trips.
In addition, the following will be considered fraudulent: Promoting competitor’s services; providing rides to family and friends; and speaking negatively about RideHome.
RideHome uses GPS-tracking technology to keep riders and drivers safe and allow riders the opportunity to share their experiences with family and friends. We also provide an incident response team on call 24/7 to investigate safety incidents or violations. Any action that threatens the safety of a driver or rider, an investigation will quickly be opened and if the safety of a driver or rider has been threatened, this will lead to permanent deactivation. As precautions, after receiving the complaint, a driver’s account may be temporarily suspended until the issue has been resolved.
All drivers and riders agree to abide by the Guidelines established by RideHome while using the app. They are intended to create a shared standard of respect, accountability and courtesy for everyone in the vehicle.
Based on the guidelines, deactivation can occur from violent or inappropriate behavior, including unwanted contact; abusive language; or having illegal substances in the vehicle.
RideHome does not tolerate the use of drugs or alcohol by drivers while using the platform.
Permanent Deactivation occurs if the driver is found to be smoking in the vehicle, or under the influence of drugs or alcohol while using the RideHome platform. Unconfirmed reports may lead to deactivation.
We expect drivers using the RideHome app to act in compliance with all relevant state, federal and local laws and the rules of the road at all times. This also means being in compliance with regulatory requirements for rideshare or for-hire drivers in your area.
Deactivation occurs if a driver has engaged in a serious illegal activity while using the RideHome app; not maintaining valid vehicle registration or driver’s license; and receiving serious traffic citations, or several traffic citations that indicate unsafe driving, while using the RideHome app.
Riders expect drivers using the RideHome app to drive safely at all times.
Deactivation occurs if complaints are received of poor, unsafe or distracted driving while using the RideHome app.
RideHome prohibits riders and drivers from carrying firearms of any kind in a vehicle while using our app. Anyone who violates this policy may lose access to RideHome.
All drivers are to provide identifying information about themselves such as name, profile picture, vehicle model and license plate number in order to create a better experience with RideHome and avoid confusion.
Deactivation occurs if a driver is found providing RideHome with inaccurate information; allowing someone else to use his or her account; and taking a trip using an unapproved vehicle.
If documentation has expired such as a driver’s license or registration; that information must be updated or the driver will be unable to login to his account.
All drivers using RideHome app are required to undergo a screening process to ensure safety and compliance with certain criteria.
Deactivation occurs if subsequent screening steps uncover a violation of RideHome’s safety standards or other criteria required by local regulators.
To maintain the transparency and safety of the RideHome platform all users, activities outside of the RideHome system like anonymous pickups are prohibited.
Deactivation can occur such as accepting illegal street hails while using the RideHome app; harming the business or brand, like unauthorized us of RideHome’s trademark or intellectual property, or otherwise violating the driver’s agreement with RideHome; and soliciting payment of fares outside the RideHome system.
We do not tolerate discrimination on our platform.
It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant country or city law. Actions like these will result in PERMANENT DEACTIVATION.
We are always looking for ways to increase transportation options for riders with disabilities. We expect drivers using the RideHome app to comply with all relevant city, country and local laws governing the transportation of riders with disabilities, including transporting service animals. Contact RideHome if your account has been deactivated and you feel you may be eligible for reactivation.
All drivers with RideHome will comply with the following:
Restricted Activities The following activities are restricted while driving for RideHome:
The following activities will be allowed while driving for RideHome :
Exemptions Using Hands Free devices won’t be a violation. In addition, radio communications such as two-way radios will be allowed. Drivers will be able to use hand-held devices to contact emergency services and this policy would not interfere with the official duties of emergency service personnel including enforcement, and fire services. An emergency vehicle includes enforcement services, and fire response. An employee found to be in violation of this policy will be disciplined as outlined in the “Progressive Discipline” procedure in the RideHome Employee Handbook.
We all value our personal space and privacy. It’s OK to chat with other people. But please don’t comment on someone’s appearance or ask whether they are single. Sexual harassment and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behavior without explicit consent of the other person.
Personal space and privacy should be respected. The following list provides examples of inappropriate conduct.