01Our commitment
Joyride is committed to providing a marketplace that is free from discrimination and harassment. Equal treatment is non-negotiable. These rules apply to everyone on the Joyride Platform, in every interaction — pickup, ride, drop-off, ratings, in-app chat, and communications with Joyride support.
02Protected characteristics
Joyride prohibits discrimination on the basis of any of the following actual or perceived characteristics, and any characteristic protected by applicable federal, state, or local law:
- race, color, or ethnicity;
- national origin, ancestry, or immigration status;
- religion or creed;
- sex, gender, or gender identity;
- sexual orientation;
- age;
- disability or use of an assistive device;
- service-animal use;
- pregnancy, childbirth, or related medical conditions;
- marital or family status;
- military or veteran status; and
- any other characteristic protected by applicable law.
03What's prohibited
You may not, on the basis of a protected characteristic:
- refuse to give or accept a ride;
- cancel a ride or strand a Rider;
- charge a different rate, or impose any fee, restriction, or condition not imposed on similarly situated users;
- provide a different level of service;
- insult, demean, mock, or use slurs (whether the other person can hear you or not);
- refuse to allow a service animal in the vehicle — see our Service Animal Policy;
- refuse to accommodate an assistive device that the vehicle can reasonably carry — see our Accessibility Policy;
- make ratings or feedback decisions based on the other user's protected characteristic; or
- retaliate against anyone who reports a violation of this policy.
04Drivers and ride acceptance
Drivers may accept or decline ride requests for legitimate business reasons — for example, the distance to the pickup, the estimated transport time, the trip's destination, or a previously reported safety concern. Drivers may not decline rides because of a Rider's protected characteristic — actual or perceived. We monitor acceptance patterns and follow up on patterns that suggest discrimination.
A Driver who arrives at a pickup and then cancels because of the Rider's race, religion, disability, service animal, gender identity, or any other protected characteristic is in violation of this policy regardless of how the cancellation is later coded. The same goes for refusing to load an assistive device that the vehicle can reasonably carry.
05Riders
Riders may not refuse to ride with, rate, or harass a Driver because of the Driver's protected characteristic. Riders also may not request "drivers like me" or "no drivers who…" filters based on protected characteristics. Joyride does not provide those filters, and asking other Riders, Drivers, or support staff for them is a violation of this policy.
06Reporting
If you experience or witness discrimination on the Joyride Platform, report it. You can:
- Use the in-app "report a problem" flow on the ride in question, or
- Email support@joyride.cool with what happened, when, and any screenshots, ride IDs, or other context that helps us investigate.
We treat reports confidentially to the extent we can while still investigating effectively. We do not tolerate retaliation against anyone who reports in good faith.
07Consequences
Violations of this policy are grounds for any of the enforcement actions described in the Community Guidelines, including immediate, permanent deactivation. We treat refusal of service animals, refusal of disability accommodation, slurs, and other clear-cut violations as a permanent deactivation matter on the first incident.
Joyride may also be required to report serious incidents to law enforcement, civil-rights agencies, regulators, or insurers, and will cooperate with lawful requests for information about specific incidents.