Cleaning

An additional fee will be charged for any cleaning services beyond what is usual and customary. You shall be responsible for the replacement costs of any items that cannot be satisfactorily cleaned or repaired. If you feel that there has been a mistake (e.g., there was no mess to clean), then feel free to submit a reply to the email with your justification, and our compliance team will review the case in detail and reply with the outcome of the review. This process takes 5-7 business days.

Damages

Damaging property is never allowed. Some examples include intentionally spilling food or drink; smoking in a car, or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you're responsible for the cost of cleaning and repair fees, outside of normal wear and tear. If proof of damage or cleaning is provided, you will be responsible for 100% of the amount due.

Drugs & Alcohol

If you're a driver, by law, you cannot drive while intoxicated. The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.

If you're a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call 911. After the driver has ended the trip, report your experience to us.

Lost Items

Contact should end when the trip or delivery is complete, unless it's to return a lost item. For example, texting, calling, visiting, or trying to visit someone in person after a trip or delivery has been completed is not allowed.

Miscellaneous

Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including drivers. Thank you for joining us to support and safeguard a welcoming environment.

The guidelines help explain some of the specific kinds of behavior that may cause you to lose access to our company. There will always be unforeseen events that may ultimately lead to you losing access to our services—and we'll update these guidelines regularly—but the following guidelines are sufficient cause for us to take action. Please take a moment to read them.

Overages & Wait Times

The customer authorizes us to bill any of the above-referenced referenced to the credit card on file, and the customer agrees to pay all such charges. We will notify you in writing or via phone of any such additional charges as soon as practicable. You hereby explicitly agree that all communication in relation to amounts owed will be made by electronic mail or by phone, as provided to us, and/or Payments by you. Such communication may be made by us or by anyone on our behalf, including but not limited to a third-party collection agent.

Passenger Conduct

Passengers must behave respectfully and responsibly at all times. Passengers may not engage in any behavior that is illegal or disruptive. Passengers who violate this policy may be asked to leave the vehicle and may be subject to additional charges.