01Safety onboarding
Before a Driver's first ride, they must complete Joyride's safety onboarding, which includes:
- Review of safety onboarding videos and materials covering safe operation, passenger safety, and platform rules;
- Review of Joyride's core policies — the Distracted Driving Policy, Community Guidelines, Anti-Discrimination Policies, Service Animal Policy, Accessibility Policy, and Policy Against Sexual Assault, Misconduct, and Harassment;
- Instruction on what to do in the event of an incident or accident (see Section 3); and
- Acknowledgement, in writing or electronically, of the Terms of Service and Privacy Policy.
0224/7 support
Joyride provides 24/7 support resources to Drivers and Riders. Critical safety and incident support is available at any hour through the in-app support flow and at support@joyride.cool. Drivers can reach a live safety response for urgent, in-progress situations through the in-app emergency assistance option.
03If there is an incident or accident
In the event of a collision, injury, or other safety incident:
- Stop and check for injuries. If anyone is hurt or in danger, call 911 first.
- Move to a safe location if it is safe to do so, and turn on hazard lights.
- Do not admit fault or agree to settle any claim at the scene.
- Exchange information with any other parties and, where required, wait for and cooperate with law enforcement.
- Document the scene — photos, other vehicles' plates, and the names and contact details of anyone involved or witnessing.
- Report the incident to Joyride as described below.
04Accident reporting protocol
Drivers must report any accident, incident, injury, or claim involving a Joyride ride to Joyride as soon as practicable, and no later than 24 hours after it occurs. Report through the in-app "report a problem" flow or by emailing support@joyride.cool with the ride ID, date, time, location, a description of what happened, and any photos or documentation. Drivers must give Joyride and any applicable insurer prompt and cooperative notice of any incident, accident, or claim, and must cooperate fully with any resulting investigation. Joyride reports incidents to its insurer and to authorities as required.
05Anonymous feedback
Joyride provides an avenue for anonymous feedback so Drivers and Riders can raise safety concerns without fear of retaliation. Concerns may be submitted anonymously through the in-app feedback option or by emailing safety@joyride.cool. Joyride reviews anonymous safety reports and takes appropriate action.
06Ratings and ongoing monitoring
After every ride, Drivers and Riders can rate one another and leave feedback. Joyride monitors ratings and feedback for safety issues and violations of the Terms of Service, and follows up on low ratings, reports, and patterns of concern. Depending on what it finds, Joyride may coach, warn, suspend, or deactivate a Driver in accordance with the Driver Addendum and Community Guidelines.