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ACCESS SERVICE: TERMS YOU NEED TO KNOW

Pick-up Window

Pick-up window refers to the timeframe within which your ride should arrive and be considered on time. This designated time frame is 45 minutes: no earlier than 15 minutes prior to and no later than 30 minutes after the scheduled (and agreed-on) pick-up time. Drivers are required to wait only 5 minutes after arrival within the designated pick-up window.

No-Show

If you fail to take a scheduled ride when the vehicle arrives within the pick-up window, it is considered a no-show. You may have up to 2 verified no-shows in any 30-day period. You are also charged a no-show if the provider arrives within the pick-up window and you cannot present tickets for trip payment. A no-show is also charged to you if the cancellation policy timeframes are not adhered to when using taxi service.

Upon the third no-show in a 30-day period, a 30-day suspension from the program will follow. For all no-shows, an attempt to contact you will be made by the transportation provider’s dispatcher before the driver leaves the pick-up address. RIDES and your sponsor agency reserve the right to remove customers from service who are found to be abusing the service by not taking the reserved trips. Please contact your sponsor agency for specific policies.

Late Trip

Every effort will be made by the transportation provider to provide the trip within the pick-up window. If a provider fails to pick you up within the pick-up window, you should contact the provider and make sure they are aware that you have not been picked up. Every effort will be made to provide you with a back-up ride.

On-Board Travel Time

Under normal operating conditions, you should not be onboard the shared ride vehicle for more than 90 minutes. Taxicabs provide direct service to your destination.

Overage (Applies only when using a taxicab)

The value of RIDES tickets is $5.00 each. When the fare amount is less than the value of the tickets used, the difference is considered overage. For example, if the fare is $22.00, and you pay with 5 tickets for a value of $25.00, the overage is $3.00. Customers will not be given any change back for the overage. In such a case, the rider may want to use 4 tickets and pay the $2.00 in cash, saving the fifth ticket for another trip.

Advanced Reservation

Non-metered providers require advance notice to reserve a ride. Non-metered providers also use ride-sharing with other passengers. (See Service Guidelines)