FAQ

General Information

Q. How do I create a Happy Ride account?

To create a Happy Ride account, first register with your phone number and verify it. Then, fill in your first and last name, date of birth, gender, phone number, and email (get it verified). Once you complete this part of the signup process, you’ll be logged into the application.

Q. How is my rating determined?

After each trip, riders and drivers can rate each other from 1 to 5 stars anonymously, based on their trip experience. Driver and rider ratings are displayed as an average. For example, a highly-rated rider might have 4.9 stars. Neither riders nor drivers see individual ratings tied to a particular trip or person. Candid, constructive, and respectful feedback is beneficial for everyone. Providing a rating fosters mutual respect between riders and drivers. This strengthens our community and helps everyone get the most from Happy Ride. We appreciate your participation.

Q. How do I schedule a ride in advance?

Happy Ride now offers the option to schedule a ride 30 minutes to 30 days in advance using the Scheduled Rides feature.

How Scheduled Rides Work:
The Scheduled Rides feature allows you to select a 30 minute pickup window for a driver to come pick you up. A driver will be requested on your behalf before the start of your 30 minute window so that it arrives in the window and you're on your way to your destination. Scheduling a ride in advance does not guarantee you'll be connected with a driver. In the rare case a driver cannot be found, you'll be notified at the end of your selected time window.

How to schedule a ride:

Tap the service icon (Single ride, Pet Service, Package Service).
The pickup location will automatically set to your current location. Tap "Current Location" to edit if needed.
Set your destination.
Click on the Reservation bar and select a date and a 30-minute window of time. Tap "Select Date and Time",
Review your fare estimate and tap "Schedule".

Q. Can I cancel a trip after booking it?

You can cancel a trip at any time through the Happy Ride app but may be charged a cancellation fee if you cancel after 1 minute from the time you're matched with your driver. Cancellation fees pay drivers for the time and effort they spend getting to your location. Ride requests should only be made when you're ready to ride and near the pickup location. This helps ensure smooth pickups for drivers and a seamless experience for riders.

Q. How do I identify a driver and their vehicle?

When you request a ride, your app sends your request to nearby drivers. After you’re matched with a driver, your app shares info about the vehicle and driver headed to your pickup location. Tap the magic wand icon and hold the colored screen on your phone facing forward for the driver to see if the color is matching with theirs. This helps for your driver to locate who is their own rider on the busy road. If you need to share any details with your driver, call them by clicking a call icon. When you see your driver’s vehicle at your pickup location, confirm that the license plate number displayed in your app matches the actual vehicle. Drivers will often ask your name before starting the trip.

Single Ride Service

Q. What is the Single Ride Service?

The Single Ride Service is Happy Ride’s standard ride service where a driver will take you from your pickup location to your destination. You’ll receive information such as the estimated price of the ride, the estimated arrival time, and the driver’s details before confirming the ride.

Q. What are my responsibilities during a Single Ride?

You must remain seated with a seatbelt in the rear seat, avoid any activities that may disrupt the driver, such as loud noises or eating, and ensure all personal items are secured. If an accident occurs, the driver may take pictures or record videos for safety and dispute resolution purposes.

Designated Driver Service

Q. What is the Designated Driver Service?

The Designated Driver Service allows you to hire a driver to pick up and drive you and your vehicle from a designated location to your destination. The driver is permitted to check the condition of your vehicle and may take photos or videos before and after the ride for safety and documentation purposes.

Q. What are my responsibilities during the Designated Driver service?

You are responsible for cooperating with the driver and providing necessary information about your vehicle. Add your vehicle's information before calling the service and ensure that your insurance includes "permissive use" coverage. Permissive use means that you allow someone not listed on your car insurance policy to drive your vehicle. Customers using Happy Ride's Designated Driver service must have this coverage. If this requirement is not met, the customer will bear full liability in the event of an accident.
You also must sit in the rear seat with a seatbelt at all times. If you refuse or fail to do so, the driver may stop the service and leave the vehicle.

Q. What happens if there is an accident during the Designated Driver service?

In the event of an accident, you agree to use your own auto insurance coverage to recover or pay for any damages or injuries. The driver may take pictures or record videos of the incident to support or defend against claims arising from the accident.

Q. How is the Designated Driver service completed?

The Designated Driver service is considered complete when the driver uploads a photo of the vehicle at the destination and the rider signs the delivery confirmation. Two minutes after the photo is uploaded, the service is deemed complete regardless of whether the recipient signs the confirmation.

Pet Service

Q. What is the Pet Service?

The Pet Service allows you to hire a driver to transport your pet from a pickup location to a designated destination, such as a veterinary clinic or a pet grooming shop.

Q. What information do I need to provide when using the Pet Service?

You must provide detailed information about your pet, including its name, characteristics, weight, allergies, vaccinations, and any behavioral information. You should also provide details about the destination and any special instructions for your pet’s care and safety.

Q. How is the Pet Service completed?

The Pet Service is considered complete when the driver uploads a photo of the pet at the designated destination and the recipient signs the delivery confirmation. Two minutes after the photo is uploaded, the service is deemed complete regardless of whether the recipient signs the confirmation.

Q. Who is responsible for any harm caused by my pet during the service?

You are responsible for any injury or harm your pet may cause to individuals or property. The Company is entitled to recover any damages caused by your pet, regardless of your own negligence.

Delivery Service

Q. What items can be delivered using the Delivery Service?

The Delivery Service allows you to send boxes, document envelopes, or small households. Certain items are prohibited, including alcohol, tobacco, drugs, firearms, explosives, perishables, and hazardous materials.

Q. What information do I need to provide for the Delivery Service?

You need to provide details such as the pickup time, sender’s and recipient’s contact information, and a description of the item to be delivered, including its size, weight, and type.

Q. What happens if my delivery item is lost or damaged?

The Company is not liable for any lost or damaged items during delivery. You should ensure that your items are properly packed before they are sent.

Q. How is the Delivery Service completed?

The Delivery Service is completed when the driver uploads a photo of the item at the designated destination and the recipient signs the delivery confirmation. Two minutes after the photo is uploaded, the service is deemed complete regardless of whether the recipient signs the confirmation.

Charges and Fees

Q. How are the fees determined?

Several factors contribute to determining the upfront price, such as the estimated duration and distance of the trip from the starting point to the destination, along with the current demand patterns for that specific route. Additionally, the price includes applicable tolls, taxes, surcharges, and fees, excluding wait time fees. (Wait time fees are depending on the time a driver waits.)

Q. Am I charged for canceling a trip?

Q. Will I be charged for the driver's wait time?

Yes, there are waiting charges per minute.

Risk Management

Q. What should I do if I have an accident during a ride?

In case of an accident during a ride, ensure your safety and the safety of others first. For an urgent situation, call 911. Contact Happy Ride customer support immediately for assistance. Our support team will guide you through the necessary steps, including filing a report and coordinating with relevant parties.

Q. What should I do if I feel unsafe during the service?

Your safety is our priority. If at any point you feel unsafe during the service, you should end the ride as soon as possible. We recommend you record videos of the situation to understand the circumstance better for us. Email us at support@happyrider.us. If you feel the situation is urgent, you can dial 911.

FAQ