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
Drivers are classified as part-time W2 employees and are required to complete W4 and I9 forms
All drivers are required to meet the following professional standards
Person must be clean and well groomed
Clothing must be clean and appropriate; no torn jeans, pajamas, etc
Do not use any vulgar or inappropriate language, slurs or derogatory comments
Must behave with a professional, calm demeanor at all times
Onward has a 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.
Must incur no moving violations or infractions
Must have a Class C driver's license and resubmit proof of license whenever it expires
No use of your phone while driving other than for purposes of navigation; must adhere to all distracted driving laws I
f 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
Vehicle must maintain the following vehicle standards in order to be an operable vehicle for Onward Rides
Must be a 2010 or newer vehicle with at least 4 doors, or driver must receive an exemption
Vehicle must be clean, smell neutrally and pass a visual inspection from an Onward hiring team member
Vehicle must successfully pass a 19 Point Vehicle Inspection annually and drivers are responsible for resubmitting inspections when expired
Vehicle must be associated with your Driver Profile before using it in service and all information must be shared with full accuracy to Onward Rides - you cannot conduct a ride in a car that has not been approved by Onward Rides
If a vehicle as been in an accident for any reason or under any circumstance, Onward must be informed promptly and driver may be responsible for completing a new 19 Point Vehicle Inspection based on the damage incurred
With a rider present,
Music or radio must be off or only playing soothing music at a low volume
Vehicle must be cleared of any objects that would obstruct a rider’s seat(s), legroom, comfort or ability to enter/exit the vehicle
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
Do not carry any weapons of any kind in your vehicle when completing a drive
Must have full vehicle insurance coverage, including comprehensive and collision coverage
Insurance must be submitted to Onward whenever expired
Driver's insurance carrier must be aware and informed of vehicle use for employee work and will contain other persons
It is the driver's responsibility to ensure they meet their insurance carrier's requirements (financially or otherwise) related to using their car for the purpose of driving with Onward
Without proof of insurance for a vehicle, it cannot be used for any Onward services
Ride Interactions
All Rides Notes must be review prior to accept a ride and again prior to a ride beginning
Drivers must arrive 5 minutes early to all scheduled drives
Upon arrival, drivers must call the rider to let them know they'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
We require that drivers use the Onward Rides Driver App fully and completely when engaging with an Onward service. Failure to do so may result in removal or suspension from the driver team.
Must have the Onward Rides Driver App turned ON and actively running in the background for the entirety of your drive
Must have your location services turned ON on your phone and set to "always" - this is required to ensure your location can accurately be tracked during rides only
Must use the Start and End function within the Onward Rides Driver App to record the full duration of the ride
Prior to departure with a rider, load the destination address into your phone's map application or through the Onward Rides Driver App
Reimbursements are required to be uploaded into the Onward Rides Driver App within 12 hours of a completed ride
Reimbursements must be uploaded directly into the app prior to completing a ride
Reimbursements must include full photos of the entire receipt - drivers may upload multiple photos for a single reimbursement if necessary
All items, except tolls and parking, must include photo receipt and be submitted on the ride within the Onward Rides Driver app or Onward Rides reserves the right to not reimburse the driver
Reimbursements are for tolls incurred while with a rider, parking fees while on a drive, groceries, prescriptions and other items requested by Onward Rides or the customer (either the rider or their custodian)
Onward Rides does not reimburse: gas, parking or tolls incurred without the rider, or any personal items purchased during the ride
Never ask or collect additional fees directly from the rider
If the rider or custodian offer you a cash tip, drivers must decline and reroute them to the Onward Concierge team - no cash can be exchanged
If the drive changes from the planned route/time, notify Onward Rides immediately
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