Driver and Trip Standards

Our goal is to ensure the driver and rider feel safe and comfortable at all times while traveling together. It is our expectation that all riders and drivers behave appropriately and abide by the following expectations.

Driver Standards

All drivers are required to meet the following professional standards at all times while providing services through the Onward platform:

• Driver shall comply with Onward’s Code of Conduct which may be updated from time to time located at www.onwardrides.com/conduct
• Driver must be clean and well-groomed;
• Clothing must be clean and appropriate, with no torn jeans, pajamas, etc.;
• Driver must wear Onward ID Badge at all times, and have Onward decal on their car while providing services
• Driver must not use tobacco products, or smoke or vape in the vehicle used for rider transportation.
• Driver must never use any vulgar, derogatory, or inappropriate language; and
• Driver must behave in a professional, calm demeanor
• Onward has a zero tolerance policy, we require absolutely NO alcohol or drug use prior to a drive or while completing a drive. Any driver suspected of using intoxicating substances will be suspended from driving immediately until an investigation can be completed.
• Must have a Class C driver's license and resubmit proof of license whenever it expires
• No use of your phone while driving other than for purposes of navigation; must adhere to all distracted driving laws

• In the event that Driver is responsible for a moving violation while providing Rideshare Services, Driver agrees that Onward Health shall have the discretion to terminate this Agreement depending on its review of the situation.
• Driver must have a clean background screening and motor vehicle report
• If you have been convicted of a crime that shows up on your Background Check you will no longer be eligible to drive with Onward Rides

 

 

Vehicle Standards

Vehicle must maintain the following vehicle standards in order to be an operable vehicle for Onward Rides

• Unless Driver receives a written exemption from Onward Health, Driver’s vehicle must be less than 10 years old with at least 4 doors;
• Driver’s vehicle must have a passenger capacity of no more than 8 persons;
• Driver’s vehicle must be clean, have no noticeable odors or smells, and must pass a visual inspection performed by Onward Health or its designee;
• When with a Rider, music or radio must be off or only playing soothing music at a low volume
• Vehicle must be cleared of any objects that would obstruct a Rider’s seat(s), legroom, comfort or ability to enter/exit the vehicle
• If driving an SUV, vehicle shall have either have a running board or Driver must provide a short step stool or assistance to allow Riders easy access into the vehicle
• Driver’s vehicle must pass a 19-point vehicle inspection annually (with Driver required to submit the confirming written results annually to Onward Health);
• Driver may not use a vehicle to provide Rideshare services that is not associated with Driver’s Onward Health profile and/or has not been approved by Onward Health; and
• If Driver’s vehicle has been in an accident or suffered any kind of damage under any circumstances, Driver must inform Onward Health immediately and complete a new 19-point vehicle inspection prior to providing any further Rideshare Services.

With a rider present,

• Music or radio must be off or only playing soothing music at a low volum
• Vehicle must be cleared of any objects that would obstruct a rider’s seat(s), legroom, comfort or ability to enter/exit the vehicle

• If driving an SUV, your vehicle should either have a running board or driver must provide a short step stool or assistance to allow riders easy access into the vehicle

• We recommend a mounted cell phone so you do not need to pick up your phone or handhold it while driving

• Do not carry any weapons of any kind in your vehicle when completing a drive

• Must have full vehicle insurance coverage, including comprehensive and collision coverage

• Insurance must be submitted to Onward whenever expired

• Driver's insurance carrier must be aware and informed of vehicle use for employee work and will contain other persons

• It is the driver's responsibility to ensure they meet their insurance carrier's requirements (financially or otherwise) related to using their car for the purpose of driving with Onward

• Without proof of insurance for a vehicle, it cannot be used for any Onward services

Ride Interactions

• Drivers may never collect any additional fee from a Rider.
• Driver must remain focused on providing the Rider with a safe, supportive, and positive experience for the duration of any ride;
• All ride notes must be reviewed by Driver prior to accepting a ride and then again prior to the ride beginning;
• Driver must arrive early or on time to all scheduled drives;
• If a Rider does not appear at the designated pick-up location within 5 minutes of the scheduled pick-up time, Driver must contact the Onward Health Concierge Team, which will make appropriate efforts to contact the Rider and will advise Driver when he/she/they may leave the location due to the Rider abandoning the ride;
• Upon arrival to pick-up the Rider, Driver must (a) call the Rider to let him/her/them know that Driver has arrived (use text only when allowed per the ride notes), and (b) greet the Rider at the front door of his/her/their pick-up location; (c) introduce himself/herself/ themself to the Rider by name; (d) explain the next steps to complete the ride (per the ride notes), including providing the Rider with an estimate of how long it will take to reach his/her/their destination, and offer assistance to the Rider (unless otherwise stated per the ride notes); and (e) provide any assistance that is requested by the Rider, including but not limited to being greeted at his/her/their door, assistance walking, assistance carrying items, and having a wheelchair or walker broken down for transport (unless otherwise stated per the ride notes).
• Before touching any Rider for any non-emergency reason, Driver must obtain the Rider’s verbal consent;
• For wait and return rides, Driver must (a) remain visible and easily accessible at the drop-off location until the Rider is ready for the return-portion of his/her/their trip; and (b) not run any personal errands or attempt to complete any other trips while waiting; and
• Driver must report immediately to Onward Health any harassing, rude, vulgar, or other inappropriate conduct by any Rider or any violations of Onward Health’s Code of Conduct.

Trip Standards

We require that drivers use the Onward Rides Driver App fully and completely when engaging with an Onward service. Failure to do so may result in removal or suspension from the driver team.

• Must have the Onward Rides Driver App turned ON and actively running in the background for the entirety of your drive

• Must have your location services turned ON on your phone and set to "always" - this is required to ensure your location can accurately be tracked during rides only

• Must use the Start and End function within the Onward Rides Driver App to record the full duration of the ride

• If marking a No Show you must first knock on the door, call the rider, and call the coordinator and then provide notes as to why the trip could not be completed

Reimbursements are required to be uploaded into the Onward Rides Driver App within 12 hours of a completed ride

• Reimbursements must be uploaded directly into the app prior to completing a ride

• Reimbursements must include full photos of the entire receipt - drivers may upload multiple photos for a single reimbursement if necessary

• All items, except tolls and parking, must include photo receipt and be submitted on the ride within the Onward Rides Driver app or Onward Rides reserves the right to not reimburse the driver

• Reimbursements are for tolls incurred while with a rider, parking fees while on a drive, groceries, prescriptions and other items requested by Onward Rides or the customer (either the rider or their custodian)

• Onward Rides does not reimburse: gas, parking or tolls incurred without the rider, or any personal items purchased during the ride

Never ask or collect additional fees directly from the rider

• If the rider or custodian offer you a cash tip, drivers must decline and reroute them to the Onward Concierge team - no cash can be exchanged

• If the drive changes from the planned route/time, notify Onward Rides immediately