Driver Deactivation Policy

Our goal at RideSpider by connecting passengers who need a ride with drivers wanting to provide one. That’s why RideSpider has Community Guidelines that set out the behavior expected on both sides. Riders or drivers who do not follow these Guidelines will lose access to RideSpider services, either temporarily or permanently, depending on the seriousness of the breach.

When a driver’s account is deactivated, it limits their ability to earn income. It’s important to have a clear, published policy that explains: the circumstances in which drivers are denied access to RideSpider.

QUALITY

Riders who use RideSpider services expect their drivers to drive safely, as well as be courteous and professional. The higher the quality of the service, the more trips riders want to take, which in turn means more opportunities for drivers to earn money. Poor service has the opposite effect over time.

Star Ratings

How is my rating as a driver calculated? Your rating is based on the number of post-trip stars riders gave you (from 1 to 10 stars), for the total number of rated trips you’ve taken.

FRAUD

Fraudulent activity undermines the trust on which RideSpider is built. That’s why we are constantly on the lookout for fraud by drivers (and riders) who are gaming our systems.

Creating a duplicate account for fraudulent purposes — including creating a new account after permanent deactivation — is not allowed on the RideSpider platform.

What leads to deactivation? We will deactivate any account or accounts (including permanently) if we certify that they are associated with fraudulent activity, which may include: 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.

SAFETY

RideSpider uses technology to keep riders and drivers safe, for instance by GPS-tracking every ride and allowing riders to share their journeys in real time with families or friends. This is all backed up by federal ground checks and drug testing of drivers by ESR (Employment Screening Resources).

Actions that threaten the safety of riders and drivers may be investigated and, if confirmed, will lead to permanent deactivation.

Issues that can lead to deactivation include:

RideSpider’s Community Guidelines

All users of the RideSpider platform—both riders and drivers—agree to abide by our Community Guidelines while using the app. These Guidelines create a shared standard of respect, accountability and common courtesy for everyone in the vehicle.

What leads to deactivation? RideSpider may deactivate the account of any driver who does not follow these Guidelines, by engaging in, for example: Violent or inappropriate behavior, including unwanted contact; Abusive language; or Having illegal substances in the vehicle.

Zero Tolerance for Drugs & Alcohol

RideSpider does not tolerate the use of drugs or alcohol by drivers while using the platform.

What leads to deactivation? The account of any driver found to be smoking in the vehicle, or under the influence of drugs or alcohol while using the RideSpider platform will be permanently deactivated.

Compliance with the Law

We expect drivers using the RideSpider app to act in compliance with all relevant state, federal and local laws and the rules of the road always. This includes meeting the regulatory requirements for rideshare or for-hire drivers in your area.

What leads to deactivation? RideSpider may permanently deactivate for activities such as: Engaging in serious illegal activity while using the RideSpider 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 RideSpider app.

Safe Driving

Riders always expect drivers using the RideSpider app to drive safely.

What leads to deactivation? RideSpider will deactivate the account of any driver who receives several or serious complaints of poor, unsafe or distracted driving while using the RideSpider app.

Accurate Personal Information

The RideSpider app is designed to give riders identifying information about drivers and their vehicles, like their name, profile picture, vehicle model and license plate number, before the trip begins. Inaccurate or outdated information creates confusion among riders and can diminish their experience with RideSpider.

What leads to deactivation? We will deactivate for activities such as: Providing RideSpider with inaccurate information; Allowing someone else to use his or her account; and Taking a trip using an unapproved vehicle.

In addition, we will take action to prevent any driver whose required documentation becomes invalid—like a driver’s license that expires—from going online until the driver provides RideSpider with updated information.

Background Checks

All drivers wanting to use the RideSpider app are required to undergo a federal background check to ensure safety and compliance with our criteria.

What leads to deactivation? We will permanently deactivate a driver’s account if subsequent screening steps uncover a violation of RideSpider’s safety standards or of other criteria required by local regulators.

Unacceptable Activities

To maintain the transparency and safety of the RideSpider platform for all users, activities conducted outside of the monitored system of the RideSpider app—like anonymous pickups—are prohibited.

What leads to deactivation? We will take action against a driver for activities such as: Accepting illegal street hails while using the RideSpider app; Harming the business or brand, like unauthorized use of RideSpider‘s trademark or intellectual property, or otherwise violating the drivers’ agreement with RideSpider; and Soliciting payment of fares outside the RideSpider system.

DISCRIMINATION

RideSpider’s mission is to connect riders to transportation as reliable as running water, everywhere for everyone. We do not tolerate discrimination on our platform.

What leads to deactivation? 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 want to help increase the transportation options for riders with disabilities. That’s why we have information available for drivers on this topic. We expect drivers using the RideSpider app to comply with all relevant city, country and local laws governing the transportation of riders with disabilities, including transporting service animals.

GETTING BACK ON THE ROAD AFTER DEACTIVATION

If your account has been deactivated, you may be eligible for reactivation under certain circumstances. Contact RideSpider for more information.

Last updated: October 17, 2019


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