Rider Deactivation Policy

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, and riders

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to the RideSpider services and apps. There can be events that may lead to you losing access to the RideSpider service and apps, we’ll update these guidelines regularly.  Please take a moment to read them.


Everyone who signs up for a RideSpider account is required to follow RideSpider’s Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.

Treat everyone with respect

Our customers are remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.

Help keep one another safe

We are working every day to help create safer experiences for everyone. Your safety is very important to us. That’s why these standards were written.

Follow the law

We’re committed to following all applicable laws and deserving your trust, and we expect everyone who uses our services and apps to do their part and adhere to applicable laws and regulations, as well as airport rules and regulations where applicable.


If something happens, whether it’s good or bad, we make it easy for you to tell us. Our customer relations team is continuously working to improve our standards, and your feedback is important to us as our standards and technology develops.

Treat everyone with respect

Treat your fellow RideSpider services and app users as you desire to be treated yourself: with respect. The actions you take while using the RideSpider services and apps can have a big impact on the safety and comfort of others.

For example, it’s also common courtesy not to shout, swear, or slam the car door. And by tidying up after yourself—whether it’s taking your trash home or cleaning up a spilled drink—you’ll help keep the car in good condition and help ensure the next person has a pleasant ride, too. Most importantly, remember that when you use the RideSpider services and apps you will meet people who may look differently or think differently than you. Please respect those differences. That is why we have standards about physical contact, sexual assault and misconduct, rude behavior, unwanted contact, and discrimination.

Physical contact

Do not touch strangers or anyone you just met while using any of RideSpider’s services or apps. Hitting, hurting, or otherwise intending to hurt anyone is not allowable.

Sexual assault and misconduct

Everyone values their personal space and privacy. It is good to chat with other people. But refrain from comment on someone’s appearance or asking whether they are single. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refer to sexual contact or behavior without explicit consent of the other person.

Personal space and privacy should always be respected. The following list provides examples of inappropriate conduct.

  • Behaviors and comments that could make people feel uncomfortable are not acceptable, include nudges, whistles, and winks. Don’t touch or flirt with drivers or riders.
  • Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity, or sexual orientation. Refrain from asking unrelated personal questions, such as “Are you in a relationship?” Avoid discussing your own or someone else’s sex life, using explicit language, or making jokes about sex.
  • RideSpider has a no-sex rule. Sexual contact is prohibited while using the RideSpider services and apps, regardless of whether you know the person or they give you their consent. This includes activities such as sexual intercourse, solicitation of sexual intercourse, masturbation, or touching and exposure of sexual body parts.

Threatening and rude behavior

Aggressive, confrontational, and harassing behavior is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It may be a good idea to stay away from topics like religion and political beliefs.

Unwanted contact

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


Do not discriminate against someone based on traits such as their age, color, disability, gender identity, marital status, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under relevant law.

For example, it is unacceptable to refuse to provide services based on characteristics like a person’s age, color, disability, gender identity, marital status, national origin, race, religion, sex, sexual orientation, or any other characteristic protected under relevant law.

We also want to help increase the transportation options for riders with disabilities. Drivers and Riders can call customer service at 423-225-3139 or clicking within the apps. Drivers must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals.

Account sharing

Account sharing is not allowed. To use any RideSpider services or app, you need to register and maintain an active account. Do not let anyone else use your account, and never share your personal username and password with anyone.

People under the age of 18

You must be 18 years or older to create a RideSpider account. Adults can only request a ride for someone between the ages of 14 and 18 for whom you created a sub user.

Seat belts

Seat belts are the most effective way to save lives and reduce injuries related to car crashes. Every driver, and rider—including those in the back seat—should always buckle up. Riders should request a car that has enough seat belts for everyone in their party and not travel in large groups that exceed the number of seat belts in the car. Drivers can decline a ride if there are not enough seat belts for every passenger in their car.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using the RideSpider services and apps to commit any crime—such as transporting drugs, money laundering, committing drug or human trafficking, or sexually exploiting children—or to violate any other law is strictly prohibited.

Car seats

Riders should comply with applicable laws when traveling with infants and small children. When riding with small children, it’s the rider’s responsibility to provide a car seat. Children age 12 and under should travel in the back seat.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including speed and traffic laws, at all times.

For riders and customers, let your driver partner handle the driving. For example, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. Don’t ask a driver partner to speed or to make illegal stops, drop offs, or maneuvers.

Property damage

Damaging property is never allowed. Some examples include damaging the car, or other mode of transportation requested through the RideSpider services or apps; breaking or vandalizing a phone or tablet; 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.

Drugs and alcohol

Drug use and open containers of alcohol are never allowed while using the RideSpider services or apps.


Intentionally falsifying information or assuming someone else’s identity, isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your accounts, disputing charges or fees, and requesting credits. Only request fees or refunds that you’re entitled. Don’t knowingly complete invalid transactions.

Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip for fraudulent purposes; accepting trip, without the intention to complete, including provoking riders to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, accepting, or completing fraudulent or falsified trips; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts.

Street hails and other unacceptable activities

To enhance the safety of each experience, off-app pickups are prohibited. The law prohibits street hails while using the RideSpider services and apps, so never solicit payment of fares outside the RideSpider system. Riders and customers should not pay for trips in cash, and riders should not request trips from drivers outside of the RideSpider system.

Never harm the business or brand by doing things like using RideSpider‘s trademark or intellectual property without permission. Drivers should only use RideSpider trade dress that is distributed by RideSpider. The use of unauthorized or third-party items—such as lights, placards, signs or similar items bearing RideSpider’s name or trademark—may confuse riders who are trying to find their ride.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip or delivery.

After every trip, drivers and riders are able to rate each other on a scale of one to ten stars, as well as give feedback on how the trip went.

If you are a driver or a rider, your rating is an average rating based on your cumulative trips

Last updated: October 15, 2019

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