Our goal is to ensure the driver and rider feel safe and comfortable at all times while traveling together. It is our expectation that all riders and drivers behave appropriately and abide by the following expectations.
Driver Standards
- Person must be clean and well groomed
- Clothing must be clean and appropriate; no torn jeans or pajamas
- No use of the phone while driving other than for purposes of navigation; pull over the vehicle if you must use your phone
- With our zero tolerance policy, we require absolutely NO alcohol or drug use prior to a drive or while completing a drive
- Any driver suspected of using intoxicating substances will be suspended from driving immediately until an investigation can be completed
- Do not carry any weapons of any kind in your vehicle when completing a drive
- Do not use any vulgar or inappropriate language, slurs or derogatory comments
- No moving violations
- If you acquire more than 2 moving violations of any kind within a 24 month period or less, you will no longer be eligible to drive with Onward Rides
- We require a new screening every 12 months to verify current standings
- Clean background screening and motor vehicle report
- If you have been convicted of a crime that shows up on your Background Check you will no longer be eligible to drive with Onward Rides
- We require a new Background Check every 12 months to verify current status
Vehicle Standards
- Must be a 2010 or newer vehicle, or driver must receive an exemption
- Vehicle must be clean and smell neutral
- Vehicle must be cleared of any objects that would obstruct a rider’s seat(s), legroom, comfort or ability to enter/exit the vehicle
- Must have full insurance coverage, including comprehensive and collision coverage
- With a rider present, music or radio must be off or only playing soothing music at a low volume
- If driving an SUV, your vehicle should either have a running board or driver must provide a short step stool or assistance to allow riders easy access into the vehicle
- We recommend a mounted cell phone so you do not need to pick up your phone or handhold it while driving
Ride Interactions
- Ride Notes must be reviewed prior to a ride beginning
- Upon arrival, call the rider to let them know you've arrived; please only use text if it is stated as acceptable in the rider notes
- Rider must be given the assistance that they request; including, but not limited to, being greeted at their door, assistance walking, assistance carrying items, having a wheelchair or walker broken down
- Do not always assume the rider needs assistance; please ask the rider directly or refer to the rider notes, unless they are using a cane, walker, wheelchair or crutches
- Before touching a rider, consent must be obtained
- If a rider is injured, extra caution must be used when interacting with or physically helping the rider
- If a rider is rude or inappropriate with you, you must report it to Onward Rides immediately
- All service animals are permitted to ride with passengers in vehicles - refusal of a ride due to a service animal is discriminatory and could result in a suspension of your account or removal as a driver
Trip Standards
- Must have your location services turned ON on your phone while actively driving for Onward Rides
- Must have the Onward Rides Driver App turned ON and actively running in the background for the entirety of your drive
- Must use the Start and End function within the Onward Rides Driver App to record the full duration of the ride
- Prior to departure, load the destination address into your phone's map application or through the Onward Rides Driver App
- Please arrive 5 minutes early to each of your scheduled drives
- Never ask the rider for any additional fees; if the drive changes from the planned route/time, notify Onward Rides
If a rider requests changes to their scheduled route, and the request is very minimal (for example, picking up lunch after an appointment) and fits within the allotted time for the rider, drivers are encouraged to accept these changes.
If the rider request would increase the allotted time or distance,
- Please contact Onward Rides immediately to let them know the ride is changing
- We encourage drivers to accept these changes, if they can, and drivers will be compensated according to the new ride
- It is within your right, as the driver, to decline this request if it is outside of your availability