During a Ride

After you've requested a ride and a driver has accepted, you'll see their name, profile photo, rating, type of vehicle, license plate number, and picture of their car.

If you have any special instructions, or need to speak to your driver while they are on their way, you can send them a text message or give them a call in the app by tapping one of the icons. It may be helpful just to make sure the driver knows exactly where to look for you at your pick up location, what you are wearing, etc.

At the bottom of the screen, tap any vehicle option and slide the arrow up to tap “Fare Estimate” to get your estimate. Please note, if drivers are currently available for your desired type of vehicle, a time estimate is noted from your current location.

You'll receive a notification when your driver arrives. If for some reason you are delayed, let your driver know to avoid them assuming you are a no-show, which may result in you being charged a $5 cancellation fee.

Riding With a Friend
Requesting Rides for Others

You can use your carGO app to request a ride for another adult (over 18). Enter your friend’s pick up location and destination and request a ride or select a favorited driver.

Once the ride request has been accepted, it’s helpful to contact the driver and confirm your friend’s details.

The carGO app includes information that helps you share ride details with your friend. You can take a screenshot of your app’s screen displaying the driver's name, profile photo, license plate number, vehicle make and model, and vehicle photo. Sending this screenshot will help a friend confirm the identity of the driver and vehicle at the pick up location.

You cannot request more than one ride at a time. When you request a ride for a friend, you’ll need to wait until that ride ends before requesting a new ride for yourself or anyone else.

carGO Service Area

carGO currently connects drivers and riders along the i55 corridor in southeast Missouri from Perryville to Sikeston, including the operational headquarters in Cape Girardeau.

We hope to expand to other similar micropolitan areas in the near future.

Pets

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.

Weapons

To keep our entire community comfortable, carGO has a strict "No Weapons" policy. If any driver or rider possesses a weapon in a carGP vehicle, regardless of whether possession is legal where they are, they may be removed from the platform.

We are not taking a position on this issue; we are taking a community perspective — it’s hard to know what someone else is or isn't comfortable with. carGO reserves judgment on what constitutes a weapon.

If you witnessed possession of a weapon in a carGO vehicle, please contact us.

Cleaning Fees

In order for riders to enjoy safe, comfortable carGO rides, drivers work hard to maintain clean vehicles in good working order.

Riders are responsible for damage to the interior or exterior of a carGO vehicle caused by incidents such as vomiting or food spills. Cleaning fees are assessed and charged based on the actual cost of cleaning the damage.

There is a detailed procedure required for carGO drivers to report damage to their vehicle, which includes submission of photos and verification of the name of the accused rider, and time and location of the incident. carGO managers will verify from system data that the rider being accused of damage was possibly in the vehicle at the time and location suggested.

In the event you are charged a cleaning fee, you will receive a receipt with additional information about the incident.

Lost and Found

Drivers are asked to remind riders to gather their items, and return items they find to the local carGO operations office.

If you lose something, please complete the Lost Item Report Form, or contact Customer Support by tapping the menu button on the top left of the app, tap “Customer Support” then “Contact Us”, and provide as much information as possible including the date and time of the ride, drivers name, and the items lost.

We hold unclaimed items for 45 days, and then donate them to a local charity.

Use the carGO app to cancel or end a ride at any time, but you may be charged a cancellation fee.

  1. To cancel a ride request before you are matched with a nearby driver, press and hold the X icon. You can request a new ride when you're ready.
  2. To cancel a ride request after a driver is en route to your pickup location, tap “Cancel” at the top right of the screen. Please note that a $5 cancellation fee will apply.
  3. If you cancel a trip any time after you have been notified that your driver has arrived, you will be charged a $5 cancellation fee.
  4. If you don’t show after 5 minutes following the notification of the drivers arrival, the driver is authorized to cancel the ride and you will be charged a $5 cancellation fee.

After each carGO ride, you are required to rate your driver, and they are required to rate you. When requesting a ride, you'll be able to see your driver's rating and they'll be able to see yours. carGO has rigorous standards for drivers, and each rating you give can have an impact on that driver's future with carGO. In addition, riders with low ratings may not have their requests accepted as often.

Choosing a Rating

The star rating should be based on your interaction with the driver before and during the ride. When choosing a rating, consider whether your driver was responsive, courteous, safe, a good navigator, and made you want to use carGo again.

  1. 5 stars means the ride was excellent, and lived up to carGO standards. Anything lower than 5 indicates that you weren’t pleased with something about the ride, and we want to know why! Please use the comment box in the app to leave feedback.
  2. Ratings and comments submitted by a rider are not seen by the driver, and vice versa.
  3. Be sure not to rate the driver on factors out of their control, like pricing, or if there is something about the technology that you do not like. Please send those concerns to carGO Customer Support.
How Fares are Calculated

Fares for carGO rides are calculated based on the following factors:

  1. connection fee: the price to connect the driver to you;
  2. base fare: the price for the driver to pick up the rider;
  3. time: from start to end of ride;
  4. distance: miles of route;
  5. insurance: required by the State of Missouri.
No Occasional Time or Location-Based Charges

carGO does not increase rates during busy hours of the day or busy locations. Our rates are the same regardless of these factors.

Some carGO riders are more comfortable requesting rides with drivers they know or have previously ridden with. The carGO app uniquely provides this service by allowing riders to “favorite” drivers. For more information on how it works, please refer to Favoriting and Manually Selecting a Driver under Requesting and Scheduling Rides.

As a reward to our best drivers, carGO adds 10% to the fares for these rides.

When a ride is ended by the driver, riders are sent a payment screen. At the bottom of this screen you may choose one of the tip percentages for carGO drivers that go above and beyond to make your ride a pleasure.

100% of tips from riders go to drivers. We built tipping into the carGO app to make it easy for riders to say thanks, and because we know it’s important to our drivers.

For the safety of carGO drivers, please do not offer a cash tip.

Before you can request a carGO ride, your account must include a payment method. Enter your payment information by tapping the menu button at the top left of the screen, and tap “Payment Info.”

Adding a credit card or debit card number allows your ride fares to be automatically charged after each ride. You may add multiple payment forms. The one marked default will be billed, and can be changed by tapping the radial button. Please note that we cannot accept prepaid cards.

With in-app ride history, you can see a detailed overview of each ride you've taken with carGO.

To access ride history, tap on the menu button in the upper left of the home screen, tap “My Rides.”

carGO will still send you an emailed receipt once your payment is processed (or 24 hours after the ride).