Discrimination against riders or drivers based on race, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age, or sexual orientation is not allowed. Any breech of this policy may result in deactivation of your account and termination of your use of the carGO application.
Riders with service animals will be reasonably accommodated by drivers. A rider with a service animal should text message or call the driver once the rider's request for a ride is accepted and inform the driver of the rider’s service animal.
Drivers are permitted to have such driver's service animal with them when providing services. Drivers should be aware that doing so may limit the number of riders the driver's car may carry. Additionally, a rider may be uncomfortable or allergic to the driver's service animal, and if that's the case, the rider may cancel the requested service without penalty. Drivers with service animals should text message or call a rider before pick-up and inform the rider of the service animal.
Drivers have the discretion to allow a rider to bring a non-service animal in driver's vehicle. A rider with a non-service animal should text message or call the driver once the rider’s request for service is accepted and inform the driver of the rider’s non-service animal.
Drivers are not allowed to have non-service animals in the driver's vehicle while providing services.
Riders that use wheelchairs will be reasonably accommodated by drivers. If the rider's wheelchair cannot be accommodated by a driver's vehicle, the driver will cancel the service and arrange for carGO to contact the rider and arrange alternative services, if available.
Drivers will provide riders with reasonable assistance, if requested by the rider. However, drivers will not lift or carry the rider into or out of driver's vehicle.
carGO does not permit smoking inside any vehicle used to provide ridesharing services. If a rider reports that a driver's vehicle smells like smoke, carGO may deactivate the driver's account and terminate the driver's use of the carGO application. If a rider attempts to smoke in a driver's vehicle, carGO may deactivate the rider's account and terminate the rider's use of the carGO Application.
carGO drivers shall not use any drug and alcohol while performing ridesharing services. Nor shall a driver use any substance that may alter or impair a driver's ability to perform services for a period of at least 24-hours prior to each time a driver agrees to be available to provide services.
Riders are not allowed to use any drug and alcohol while the services are being performed - in other words, during the ride.
Our goal at carGO is to help connect local individuals in micropolitan areas to provide reliable, convenient, and cost-effective transportation. People living in these smaller towns have the same desire as people in large cities to enjoy the convenience provided by mobile technology and a crowd with resources, like people who share their vehicles. This is only possible when riders trust drivers, and vice versa. So carGO has comprehensive operating policies and procedures that establishes expectations for riders and drivers. Individuals who break one of these policies may lose temporary or permanent access to carGO.
Reducing a carGO driver’s ability to earn income is a serious matter. That’s why we publish a policy that explains the circumstances that may lead to driver deactivation and how driver’s can appeal these decisions. carGO reserves the right to deactivate a driver for any cause it deems appropriate, but following are sufficient cause for deactivation: service quality, fraud, safety, and discrimination.
carGO riders expect drivers that provide safe, courteous, high-quality customer service. Successful carGO drivers will go above and beyond to provide rider satisfaction because they know it equates to opportunities for drivers to generate more income. The result of courteous professional service will be more favorites, more repeat rides, and more tips.
carGO measures driver quality several ways with the most important being rider ratings, acceptance rates, and cancellation rates.
Fraudulent behavior reduces opportunities for honest carGO drivers and riders, and undermines the trust on which carGO is built. That’s why we will constantly monitor for individuals trying to game our systems. Drivers or riders associated with fraud of any kind will be permanently deactivate and prohibited from future use of carGO.
carGO takes considerable measures to keep riders and drivers safe including our extensive driver screening and training program, use of real-time GPS tracking systems, and a dedicated response hotline. Any actions that threaten the safety of riders or drivers will be researched and may lead to temporary or permanent deactivation. These actions include:
If your carGO driver account has been deactivated for quality reasons, you may have the opportunity to get back on the road if you take steps to improve. carGO’s local team will work with drivers to explore options as we want everyone to have the opportunity to be a part of the carGO community.