We appreciate your feedback. As always, we love hearing from you. As Go Ride respects your rights to your ideas, please do not submit any confidential ideas, information, or suggestions in any form to Go Ride or any of its affiliates. For any ideas, information, or suggestions you do submit, regardless of what your communication regarding your submissions says, you understand that your submissions are voluntary and the following terms shall apply to your submissions:
You agree that:
Our goal is to ensure that everyone has a safe and reliable ride. That's why Go Ride prohibits riders and their guests, as well as driver and delivery partners, from carrying firearms of any kind while using our app*
Anyone who violates this policy may lose access to Go Ride.
*To the extent permitted by applicable law.
Go Ride seeks to ensure that safe, reliable, and high-quality transportation options are available to everyone. Go Ride and its affiliates therefore prohibit discrimination against riders or drivers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law. Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics. Any rider or driver found to have violated this prohibition will lose access to the Go Ride platform.
State and federal law prohibit driver-partners using the Go Ride Driver App from denying service to riders with service animals because of the service animals, and from otherwise discriminating against riders with service animals. As explained in Go Ride’s Non-Discrimination Policy, driver-partners who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver App.
What is a Service Animal?
A service animal is an animal that is trained to work or perform tasks for an individual with a disability.
The law provides that there are only two questions that a driver-partner may ask to confirm that a rider’s animal is a service animal: (1) Is the animal required because of a disability? And, (2) What work or task has the animal been trained to perform? The driver-partner may not request that the rider present documentation proving that the rider’s animal is a service animal.
There is no requirement that a service animal wear a tag, be registered, or display any kind of proof that it is a service animal.
Legal Obligations of Driver-Partners
Driver-partners have a legal obligation to provide service to riders with service animals.
A driver-partner CANNOT lawfully deny service to riders with service animals because of allergies, religious objections, or a generalized fear of animals.
By virtue of their written Technology Services Agreement with Go Ride, all driver-partners using the Driver App have been made aware of their legal obligation to provide service to riders with service animals and have agreed to comply with the law. If a driver-partner refuses to transport a rider with a service animal because of the service animal, the driver-partner is in violation of the law and is in breach of their agreement with Go Ride.
Consequences for Refusal to Transport a Rider with a Service Animal
If Go Ride determines that a driver-partner knowingly refused to transport a rider with a service animal because of the service animal, the driver-partner will be permanently prevented from using the Driver App. Go Ride shall make this determination in its sole discretion following a review of the incident.
If Go Ride receives plausible complaints on more than one occasion from riders that a particular driver-partner refused to transport a rider with a service animal, that driver-partner will be permanently prevented from using the Driver App, regardless of the justification offered by the driver-partner.
How to Report a Service Animal Complaint
If a rider has an issue related to his or her service animal—including issues regarding ride cancellations, harassment, or improper cleaning fees—the rider can report the issue to Go Ride.
Once a rider submits a service animal complaint, Go Ride’s specialized support team will investigate the issue and take appropriate action in accordance with Go Ride’s Technology Services Agreement and this Service Animal Policy. Go Ride’s specialized support team will then make a reasonable and good faith effort to notify the rider within a week of the outcome of the investigation and the actions taken.
To file a complaint from the Go Ride Rider App, navigate to the “I Want To Report A Service Animal Issue” complaint screen, which is available through both the trip details screen and the account menu button.
To file a complaint from the Go Ride website, select the “I Want To Report A Service Animal Issue” link here or through the “Help” link on the Go Ride website.
Rights of Riders with Service Animals
Riders cannot be denied service because they travel with a service animal. A rider will be refunded any trip cancellation charges or other charges imposed because a driver-partner denied a Rider service because of a service animal.
Riders will be informed by Go Ride of what action Go Ride takes in response to their complaint about discrimination on the basis of a service animal, including whether Go Ride has terminated its contract with the driver-partner involved.
A rider will be provided an account credit of $25 for each instance in which a driver-partner’s contractual relationship with Go Ride is terminated as the result of a report that the driver-partner refused to transport the rider because of a service animal.
Riders cannot be charged cleaning fees for shedding by their service animals. Riders will be refunded any cleaning fees charged for shedding by their service animals.
A rider will not be charged for the first or second reported mess involving a service animal’s bodily fluids. A rider can be charged for the third reported mess involving a service animal’s bodily fluids. The rider may contest that such a mess occurred by responding to the fee notification email to notify customer support. If a rider contests the cleaning fee, Go Ride will make a reasonable good faith effort to determine whether a mess occurred.
Go Ride may, in its sole discretion, permit you from time to time to submit, upload, publish or otherwise make available to Go Ride through the Services textual, audio, and/or visual content and information, including commentary and feedback related to the Services, initiation of support requests, and submission of entries for competitions and promotions ("User Content"). Go Ride may, in its sole discretion, remove, edit or disable User Content for any reason, including if Go Ride reasonably determines that User Content violates this Agreement. Go Ride does not assume any responsibility or liability for User Content, for removing it, or not removing it or other Content. Go Ride does not pre-screen all User Content and does not endorse or approve any User Content available on the Services.
Any User Content provided by you remains your property. However, by providing User Content to Go Ride, you grant Go Ride a worldwide, perpetual, irrevocable, transferable, royalty-free license, with the right to sublicense, to use, copy, modify, create derivative works of, distribute, publicly display, publicly perform, and otherwise exploit in any manner such User Content in all formats and distribution channels now known or hereafter devised (including in connection with the Services and Go Ride's business and on third-party sites and services), without further notice to or consent from you, and without the requirement of payment to you or any other person or entity.
You represent and warrant that: (i) you either are the sole and exclusive owner of all User Content or you have all rights, licenses, consents and releases necessary to grant Go Ride the license to the User Content as set forth above; and (ii) neither the User Content, nor your submission, uploading, publishing or otherwise making available of such User Content, nor Go Ride's use of the User Content as permitted herein will infringe, misappropriate or violate a third party's intellectual property or proprietary rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.
When you access or use the Services, you agree that you will not:
If you or someone using your Account violates this Agreement, fails to remedy this violation after a warning, Go Ride may take action against you, including revoking access to certain or all of the Services, or terminating your Account. In case of severe violations, Go Ride may take these actions without issuing a prior warning. When practical, Go Ride will notify you of the action it will take in response to violations of these rules or breach of this Policy.
Specific Go Ride Services may post additional rules that apply to your conduct on those services.
If you encounter another user who is violating any of these rules, please report this activity to Go Ride using by emailing email@example.com
Go Ride may, in its discretion, monitor or record online activity or Content on the Services and may remove any Content from any Service at its discretion. Remember that your communications and your User Content in any of the Services are public and will be seen by others.
Go Ride does not tolerate the use of alcohol or drugs by drivers using the Go Ride app. If you believe your driver may be under the influence of drugs or alcohol, please have the driver END THE TRIP IMMEDIATELY.
After the driver has ended the trip, please report any feedback directly in the app by tapping Help from the menu and selecting your issue. You can also get in contact by visiting firstname.lastname@example.org or emailing email@example.com