Frequently Asked Questions

Last Updated May 8, 2017

 

About

1. What is HopSkipDrive?
2. What are your hours?
3. How is HopSkipDrive different from other rideshare companies like Uber and Lyft?
4. Can adults use HopSkipDrive?

Locations

1. Where can I use HopSkipDrive?
2. Are you coming to my city/zip code? 
3. Why was I added to the waitlist when you operate in my area? 

How it works

1. When would I use HopSkipDrive?
2. How do I use HopSkipDrive?
3. How does the carpool feature work?
4. How much does HopSkipDrive cost?
5. Do I pay monthly or by the ride?
6. How far will you drive my child?
7. Are there any locations you won’t drive to?

Rules of conduct

1. Are there rules of conduct for CareDrivers?
2. Are there rules of conduct for riders?

Safety

1. How can I be confident that my kids are safe?
2. What is the “secret code word” your website is asking me to create for my child?
3. Do you fingerprint your drivers?
4. Who drives for HopSkipDrive?
5. Is HopSkipDrive insured?
6. Are the driver’s vehicles inspected?
7. What is included in the inspection?
8. Can I interview my child’s CareDriver to ensure I agree with the selection?
9. Can I talk to someone who has used HopSkipDrive?
10. What is the emergency contact plan if there is an earthquake or tornado that prevents my child from being picked up?
11. Are there any routes you won't take?
12. Do you monitor cell phone use while the drivers are driving?
13. What if there is an accident?
14. What are CareDrivers instructed to do if a child misbehaves or gets sick?
15. What if my child has to use the restroom while they are en route?
16. What if my child needs a booster seat?
17. Can my child sit in the front seat?
18. What are HopSkipDrive’s safety rules for CareDrivers?
19. What are HSD’s safety rules for kids?

Creating an account

1. How do I create an account if I’m a parent?
2. How do I create an account if I’m a driver?

Riders

1. Will my child have the same CareDriver from week-to-week or day-to-day?
2. Will I get notifications from HopSkipDrive when the driver has picked up my child and when my child has been dropped off?
3. Can I track the car while en route?
4. Can my child share a ride with a friend or sibling?
5. What are pickup notes?
6. What are dropoff notes?
7. Can I create a ride with multiple stops or pickups?
8. Why can’t I get the same driver?
9. What if I don’t like the CareDriver I’m assigned?
10. Why can’t I edit a ride?
11. How do I schedule repeating rides?
12. How old does my child have to be to ride?
13. Does my child need a mobile phone or a smartphone?
14. Do I need a smartphone?
15. Do I have to pay before scheduling a ride?
16. How far in advance can I schedule a ride?
17. Do you drive to the airport?
18. Do you provide car seats?
19. Can my child be late?
20. What is your cancellation policy?
21. How does my kid know who the driver will be?
22. Do I have to pay with a credit card?
23. Can my child travel with an animal in a HopSkipDrive car?
24. Can my child manage their own account and set up their own rides?
25. How many riders can be scheduled to one ride?
26. Can I schedule rides in your service areas while outside your time zone?
27. What’s the latest time I can schedule a ride?
28. 
How do I redeem a promo code?
29. How do I refer friends?
30. Can I schedule a ride again? 
31. How do I edit my ride? 
32. How do I schedule a ride? 
33. How do I schedule a carpool ride? 
34. How do I add or edit a rider in my HopSkipDrive account? 
35. How do I add or remove a rider from a ride?  
36. How do I cancel a ride? 
37. How do I reset my HopSkipDrive password?
38. How do I add or update my credit card information? 
39. I don't have a CareDriver for my ride, what do I do
40. Do you guarantee you'll find a CareDriver for every ride? 
41. What happens the day of the ride? 

Drivers

1. How do I become a driver?
2. What information will you need from me?
3. Will I be a HopSkipDrive employee?
4. How will my rides be scheduled?
5. Can I set my own schedule?
6. What are HopSkipDrive’s rules for behavior?
7. How do taxes work?
8. How do I receive payment?
9. Will I still be paid if the rider cancels?
10. Do you have insurance that protects me and my car?

Payments and pricing

1. How do I pay for rides?
2. When am I charged?
3. How does your billing work if my child comes out late?
4. Do you have a cancellation policy?
5. Why is the mileage charging for a longer distance than when I drive it myself?

About HopSkipDrive

1. What is HopSkipDrive?
HopSkipDrive is a ride service to get kids (age 6+) where they need to go when their parents can't. It was created by three moms who understand the stress of driving kids to all of their activities, and the safety concerns parents have putting their children in someone else's car.  It's a simple, convenient, and reliable solution borne out of necessity and fueled by care for the kids we carry.

2. What are your hours?
HopSkipDrive can help you get your kids where they need to go anytime Monday through Friday. We do not currently offer service on the weekends. Our Live Operations Team, which monitors all rides, is available to handle all urgent issues any time a ride is going on. To reach them, please call 844-467-7547 Ext 1.

If you have general questions, billing questions or any other non-urgent issues, please contact our Customer Support Team between 7am and 7pm weekdays. Your can reach them at support@hopskipdrive.com or 844-467-7547 Ext 2

3. How is HopSkipDrive different from other rideshare companies like Uber and Lyft?HopSkipDrive is a ridesharing service specifically for children age 6+ or those that might need a little extra care. Other rideshare companies like Uber and Lyft are not insured to carry passengers under 18 years of age. In fact, their terms of service (your legal contract with them) specifically prohibits the use of their services by children. By contrast, every HopSkipDrive CareDriver undergoes a rigorous 15-point certification process, including fingerprinting, before they can get behind the wheel with a child. All drivers are required to be over the age of 23, have at least 5 years of caregiving experience, clean background checks, clean driving records, references that we actually speak with, and a 2006 or newer car. We meet each driver, as well. And we have unique insurance specifically designed for driving kids.

4. Can adults use HopSkipDrive?
HopSkipDrive drives anybody 6 years old or older! Since all CareDrivers are experienced caregivers, they are happy to drive anyone that is 6 or older and in need of a little extra care and attention. Many of our riders are seniors who no longer drive themselves.

Locations

1. Where can I use HopSkipDrive?
HopSkipDrive is currently available in Los Angeles, Orange County, the Bay Area, and San Jose, and we are rapidly expanding into new areas and cities. If we are not in your area yet, download the app and sign up to be one of the first to find out when we get there.

HSD_SF_Area_Map_R2-FINAL.jpg

2. Are you coming to my city/zip code? 
If we are not in your area yet, we hope to get there soon! If you download the app and create an account, you will automatically be put on our mailing list and you will be notified when we are rolling in your neighborhood.

3. Why was I added to the waitlist when you operate in my area?
We want to make sure we can be a dependable solution for families using HopSkipDrive. In areas where we have had challenges matching CareDrivers to rides, we place new users on a waitlist until we have enough safe, reliable CareDrivers in the area to support you. If you are on the waitlist, we will notify you as soon as you can start scheduling rides. We apologize for the inconvenience and hope you understand our commitment to putting safety first. 

How it works

1. When would I use HopSkipDrive?
HopSkipDrive can be used any time you need to get your kids somewhere and you just can’t do it yourself. You can schedule recurring or one-time rides as far in advance as you like and up until 7pm the night before your ride for rides that take place before 10am and 8 hours before a ride that takes place after 10am. Use HopSkipDrive for Luke’s Tuesday karate classes, for getting Leia to her friend’s birthday party, or to pick Rey up from school when you have a late meeting. You can even invite friends to a carpool with HopSkipDrive. HopSkipDrive rides can be scheduled for anytime Monday – Friday.

2. How do I use HopSkipDrive?
It’s easy! You’ll need to download the app and set up an account. Tell us a little bit about yourself and your kids, and add a payment method. Then you can schedule rides!

Once a ride is scheduled, you will receive a confirmation once your ride has been matched to a  CareDriver.

On the day of the ride, the CareDriver will pick up your child at the designated location and drop him or her  off at the destination you set. The drivers will follow any special instructions you provide. Need a driver to sign your child out?  No problem. Want your child walked inside?  They can do that. You just need to handle any necessary authorizations with your school or activity, and the drivers will follow the instructions you outline. You will be notified when your child is picked up, you can track their ride in real time on the app, and you will get a notification once they have been dropped off.

3. How does the carpool feature work?
Carpools are so much easier with HopSkipDrive. Simply click “Schedule a Ride” in the app, select your riders and add any families you’d like to invite. Your carpool friends will have a chance to accept your invitation before the ride is confirmed. If your friends do not accept your invitation by 7:30pm (if you are doing a ride before 10am the next day) the night before your ride or 7.5 hours before the scheduled pickup time for a ride taking place after 10am, it will automatically become a single family ride. To help make sure your ride is routed the way you prefer, please indicate in the pick up notes which rider should be picked up or dropped off first. To view another step-by-step guide to creating carpool rides, please click here.

4. How much does HopSkipDrive cost?
Fares are based on time and estimated mileage. Details on our current pricing can be found here for Los Angeles/Orange County and here for the Bay Area.

5. Do I pay monthly or by the ride?
HopSkipDrive charges by the ride. There are no membership fees and there’s no rate increase during busy times.

6. How far will you drive my child?
We recommend using 100 miles as a general guideline when thinking about the maximum distance for your rides. There is, however, no rule regarding the maximum distance we will travel. If a CareDriver is willing to drive the distance, they’ll do the ride!

7. Are there any locations you won’t drive to?
Within the areas we serve, you can schedule a ride to any location you like, except for airports. If, however, the location feels unsafe to your child’s CareDriver, they are instructed to call our support team so we can contact you for confirmation before dropping off your child.

Rules of conduct

1. Are there rules of conduct for CareDrivers?
Yes. We hold all CareDrivers to a very high standard. After passing our background checks and meeting our qualifications, we provide every CareDriver training. Our expectations are made clear and our zero-tolerance policies are outlined. If you’d like to learn more, please visit our HopSkipRules.

2. Are there rules of conduct for riders?
Yes. We expect children riding in our cars to be respectful and reasonably well-behaved. Our goal is to provide a positive and safe experience for our riders and drivers. Our rules for kids range from the obvious (wear your seatbelt!) to the considerate (no food or drink, please). To read a list of our guidelines for kids, please visit our HopSkipRules.

Safety

1. How can I be confident that my kids are safe?
We have designed HopSkipDrive with our own kids in mind, which is why we are obsessed with safety. Using the expert advice of parents, childcare workers, and child safety experts, we have developed safety protocols to give parents peace of mind. To learn more, please visit our safety page which includes our 15-point certification process for CareDrivers and our HopSkipRules.

2. What is the “secret code word” your website is asking me to create for my child?
We ask that parents create a secret code word (sometimes referred to as a password) children can use to verify their CareDriver’s identity. This is a word or phrase that you and your child determine, and that your child will be able to remember. When the driver arrives, they will give the secret code word to the child so the child knows this is their CareDriver. Your CareDriver will also arrive in a bright, orange HopSkipDrive shirt and with orange HopSkipDrive decals affixed to their vehicle.

3. Do you fingerprint your drivers?
Yes! We fingerprint drivers because we require that they be registered on the TrustLine Registry. As the gold standard database of nannies and babysitters, TrustLine is the only authorized screening program of in-home caregivers in California. TrustLine checks fingerprint records at the California Department of Justice and the FBI and is endorsed by the California Academy of Pediatrics and the California Department of Social Services. While TrustLine screens within California, as an additional safety measure, HopSkipDrive goes beyond the borders of California, running county criminal searches anywhere outside of California that a CareDriver has lived in the last seven years, the legal time limitation.

4. Who drives for HopSkipDrive?
HopSkipDrive CareDrivers love working with children. They are parents, teachers, nannies, and other individuals with at least five years of childcare experience. All drivers pass a rigorous 15-point certification process, have both a clean background check and driving record, and have all been handpicked by HopSkipDrive experts.  All drivers must be 23 or older. To learn more about our certification process, please visit our safety page. At HopSkipDrive, we also maintain a strict code of conduct for both drivers and kids. Visit our HopSkipRules to learn more.

5. Is HopSkipDrive insured?
Yes. In fact, our coverage exceeds regulatory requirements. We have unique insurance specifically designed for driving kids, and have worked closely with our insurance company to establish and monitor ongoing safety procedures.

6. Are the driver’s vehicles inspected?
All vehicles used for HopSkipDrive are inspected regularly by a licensed mechanic who certifies the vehicle has passed a 19-point inspection. CareDrivers are only permitted to drive the vehicle that passed inspection.

7. What is included in the inspection?
The 19-point vehicle inspection is an industry standard mechanics use to evaluate a car’s safety and operability. It covers everything from fluids to the suspension system. To be used by a CareDriver, vehicles must be certified by a professional mechanic and be a 2006 or newer model.

8. Can I interview my child’s CareDriver to ensure I agree with the selection?
When a CareDriver is matched with a scheduled ride, you can see your driver’s profile in the app. The driver’s profile includes their photo, a photo of their car, their qualifications, and a personal statement composed by the driver. We don’t facilitate parent-driver interviews, but parents are always welcome to ride along with their child for free to experience HopSkipDrive for themselves.

9. Can I talk to someone who has used HopSkipDrive?
We have many highly satisfied parents who have shared their their experience with HopSkipDrive on Yelp and Facebook. We encourage you to read the reviews.

10. What is the emergency contact plan if there is an earthquake or tornado that prevents my child from being picked up?
We have a live customer support representative available at all times that a child is in transit. If a parent has any concerns or questions during the ride, they can call 844-HOP-SKIP to speak to our parent support team. If a CareDriver experiences any trouble while on the road with a child, they are instructed to pull over and call our driver support team or emergency services. In addition to live support, HopSkipDrive always has drivers who are on-call to pick up children in the event the original driver has been delayed.

11. Are there any routes you won't take?
No, but a parent is welcome to make a special route request in the details for the ride they are scheduling. For example, if you’d rather a driver not use the freeway, let them know in the pickup notes when you schedule your ride. For carpools, please be sure to indicate in the ride pick up notes if there is a particular pick up or drop off order you prefer.

12. Do you monitor cell phone use while the drivers are driving?
We monitor every HopSkipDrive ride live, and we have also partnered with Zendrive to include software inside our mobile app which can detect phone usage. HopSkipDrive has a zero-tolerance policy when it comes to texting or talking while driving.

13. What if there is an accident?
In the case of an accident, CareDrivers are instructed to pull to the side of the road and call the authorities, emergency responders (as necessary), and our live driver support team. We will contact parents immediately to let them know what happened and next steps.

14. What are CareDrivers instructed to do if a child misbehaves or gets sick?
All CareDrivers are instructed to pull over if they feel that the events taking place in the car need their immediate and undivided attention. Once pulled over, the CareDriver will make sure the child is okay, clean up any mess, and contact our live driver support team. Because every CareDriver has at least five years of childcare experience, they are well prepared for such unexpected events.

15. What if my child has to use the restroom while they are en route?
The CareDriver is not permitted to drive to any locations other than the pre-determined destination. We recommend you advise your child to visit the restroom before meeting their CareDriver.

16. What if my child needs a booster seat?
All of our CareDrivers receive brand new booster seats from us. You can let us know if you would like your child to sit in a booster seat. All riders under age 8 are required to ride in a booster seat.

17. Can my child sit in the front seat?
We believe that the back seat is the safest place for all kids, regardless of age or height. However, if your child is at least 4’9” and age 13 or older, they may be permitted to sit in the front seat.

18. What are HopSkipDrive’s safety rules for CareDrivers?
HopSkipDrive believes that to ensure a safe and uneventful ride, it’s important to define our expectations for both drivers and riders. To see a complete list of our safety rules, please visit our HopSkipRules page.

19. What are HSD’s safety rules for kids?
HopSkipDrive believes that to ensure a safe and uneventful ride, it’s important to define our expectations for both drivers and riders. To see a complete list of our safety rules, please visit our HopSkipRules page.

Creating an account

1. How do I create an account if I’m a parent?
You can create your account either in the app or here on the website. If you set up your account on the website, be sure to download the app so you can track along during your child's ride and communicate with your CareDrivers. You'll be able to begin scheduling rides wither online or through the app immediately. To create multi-sop rides or carpool, you will need to use the app.

2. How do I create an account if I’m a driver?
If you’d like to be a CareDriver, please start the process here. All drivers must have a 2006 or newer car, pass a 15-point certification process which includes a background check, reference checks, DMV check, vehicle inspection, an in-person meeting, and training. Once you have been approved to be a CareDriver, we will setup your account for you and provide further instruction.

Riders

1. Will my child have the same CareDriver from week-to-week or day-to-day?
HopSkipDrive will try to connect you with CareDrivers you are already familiar with, but we cannot guarantee you’ll always get the same CareDriver. Generally, you’ll probably have the same handful of CareDrivers for your regular rides. Every CareDriver is equally experienced and qualified to drive precious cargo.

2. Will I get notifications from HopSkipDrive when the CareDriver has picked up my child and when my child has been dropped off?
You will receive text notifications from us when your child has been picked up and dropped off.

3. Can I track the car while en route?
Absolutely! You can track the progress of the ride in real time, using our smartphone app. Download the app from the Apple app store or the Google Play store.

4. Can my child share a ride with a friend or sibling? 
Yes. Siblings can always ride together, just add your children to your account and the ride. They can be picked up and dropped off at the same location or you can set up a multi-stop ride. You can also invite friends to a carpool easily through the app.

5. What are pickup notes?
When creating your ride in the app, you can add special instructions for your CareDriver. Please include as much detail as possible in the pick up instructions. This ensures that your CareDriver will be able to find your child and makes for a smoother ride. Some questions to think about when creating your pick up instructions: Is there a pick up line at the location? Will the child need to be signed out? Should your CareDriver park? Should your CareDriver go inside? Are there any landmarks your CareDriver can use to locate your child? Some parents find it helps to close their eyes and envision visiting their pick up location for the first time. If you have specific driving directions for your CareDriver after pick up, please detail them in the pick up notes, as well.

6. What are dropoff notes?
When creating your ride in the app, you can add special instructions for your CareDriver. Please include as much detail as possible in the drop off notes. Some questions to think about when creating your drop off notes: should the CareDriver park and walk my child in? Where should the CareDriver park? Has the rider been to this location before? Should the CareDriver follow their instructions? If the location is locked, what should the CareDriver do? It helps to close your eyes and imagine going to the location for the first time.

7. Can I create a ride with multiple stops or pickups?
Yes! We call these multi-stop rides and you can create them right from the app or website. For example: Let’s say you need to pick up kid 1 from point A and kid 2 from point B and then drive both kids to point C. As soon as you add multiple riders to your ride, you will be asked if everyone will be picked up at the same place, dropped off at the same place, or both. Then you just set up the locations to match what you need. You’ll also be able to set the route order, deciding which rider should be picked up or dropped off first. To view a step-by-step guide for scheduling multi-stop rides, please click here mobile | web.

8. Why can’t I get the same driver?
Unfortunately, we cannot guarantee the same CareDriver for each ride. CareDrivers set their own schedule and may not always be available when you have a ride schedule. Generally, you will be seeing the same handful of drivers for your ride requests.

9. What if I don’t like the CareDriver I’m assigned?
With our ride rating feature, you can provide direct feedback about your ride experience.   When leaving feedback, you can request not to be matched to any CareDriver you had a negative experience with. Feedback can only be left using the HopSkipDrive app. For a step-by-step guide for leaving feedback please click here.

10. Why can’t I edit a ride?
You can edit any part of your ride even if it's been matched with a CareDriver. Whenever you need to make an edit to an existing ride, just use the HopSkipDrive App. This feature is not yet available on our website, but should be soon. You can edit rides that do not have CareDriver using our website. You can click here to see step-by-step guide for editing rides in the HopSkipDrive app or  here to see a step-by-step guide for editing rides on the HopSkipDrive website. If you have an urgent change and are unable to make it yourself please call 844-467-7547 Ext 1 for our Live Operations Team.

11. How do I schedule repeating rides?
To schedule a repeating HopSkipDrive ride, just select the repeating option when you set up the ride. You can choose the days of the week you’d like the ride to repeat and then set a date you’d like the repeating rides to end. To view a step-by-step guide for creating repeating rides using the app, please click here. To view a step-by-step guide for creating repeating rides using the website, please click here. To view a step-by-step guide for creating repeating carpool rides using the app, please click here.

12. How old does my child have to be to ride?
A child must be at least 6 years old to use HopSkipDrive.

13. Does my child need a mobile phone or a smartphone? 
Your child does not need to have a phone. If they do have a mobile phone, you can add their number to their rider information so they will receive information about their CareDriver on the day of their ride. This also allows CareDrivers to contact your rider during the time of their ride using a masked number for privacy in the event they need assistance locating one another.  

14. Do I need a smartphone? 
To use the HopSkipDrive app, you will need a smartphone or tablet. You can schedule rides through the website, but feature capabilities are limited. You can only track your ride’s progress through the mobile app. All CareDrivers must have smartphones.

15. Do I have to pay before scheduling a ride?
No, your credit card on filewill be charged once your ride is complete.

16. How far in advance can I schedule a ride?
You can schedule a ride as far in advance as you like and up to 7 pm the evening before your ride will take place. If you must cancel a ride, you can do so up to 8 hours before the scheduled trip time without incurring a cancellation fee. 

17. Do you drive to the airport? 
Unfortunately, we do not do rides to or from the airport.

18. Do you provide car seats?
No. We do not provide car seats. We do provide booster seats for children 6 years and older.  We can only do rides with children that require car seats if parents provide their own car seats, and they install them themselves and ride along (and they are the legal guardians). Our CareDrivers are not allowed to touch car seats in any way.

19. Can my child be late?
We know how challenging school pickups can be. If you know your child is running late, give us a call! If you know that waiting is a possibility, please include waiting time in your ride length estimate or delay the pickup time. This helps us ensure that the CareDriver is able to pick up their next ride on time. If the child is unexpectedly late, the ride time begins at the originally scheduled pickup time.

20. What is you cancellation policy?
You can cancel a ride through the app or website up until 8 hours of the scheduled pickup time without any charge. If your ride is within 8 hours of the scheduled pickup time and already matched to a CareDriver, canceling the ride will result in a cancellation fee of 50% of the estimated fare. If you cancel within 1 hour of the scheduled pickup time, you will be charged 100% of the estimated fare. This is shared with the CareDriver since they have blocked off their schedule for the ride. If your ride has not been matched to a CareDriver, there is no charge for canceling. To view a step-by-step guide to canceling rides using the app, please click here. To view a step-by-step guide to canceling rides using the website, please click here.

21. How does my kid know who the driver will be?
When a CareDriver claims your ride, you will be notified by both text and email and you'll be able to visit your HopSkipDrive account to view their picture, their full name, a picture of their car, their license plate number, and a short bio about them. We recommend showing your rider this information so they know who to expect. If your pickup location has any security protocols, please understand that it is your responsibility to notify them accordingly.

On the day of the ride, the CareDriver will have the HopSkipDrive decals on their car and they will be wearing a bright orange HopSkipDrive t-shirt. When the CareDriver and rider connect, the CareDriver will say the secret code word to the rider to confirm the CareDriver’s identity.

22. Do I have to pay with a credit card?
All payments must be made with either a credit or debit card.

23. Can my child travel with an animal in a HopSkipDrive car?
Out of courtesy to the driver and future riders, we do not allow animals except for service animals, who are always welcome passengers.  

24. Can my child manage their own account and set up their own rides?
In our Terms of Service we require all HopSkipDrive account users to be 18 or older. Parents and drivers may manage HopSkipDrive accounts, but children are asked to sit back and enjoy the ride.

25. How many riders can be scheduled to one ride?
We keep the number of passengers to 4 to ensure comfort for our riders. There are a limited number of CareDrivers with a vehicle that can accommodate groups larger than that size so we cap it there. 

26. Can I schedule rides in your service areas while outside your time zone?
If you are outside the Pacific Standard Timezone (PST), you may have difficulty scheduling rides. Please set the time zone on your device (smartphone or computer) to Pacific Standard Time, then log into HopSkipDrive and schedule your rides.

27. What’s the latest time I can schedule a ride?
You can schedule recurring or one-time rides as far in advance as you like and up until 7pm the night before your ride for rides that take place before 10am and 8 hours before a ride that takes place after 10am.

28. How do I redeem a promo code?
Promo codes can only be redeemed using the HopSkipDrive mobile app. You can enter your promo code on the final booking page for a ride. To view a step-by-step guide for redeeming promo codes, please click here.

29. How do I refer friends? 
If you have friends who are not already HopSkipDrive customers, you can send them a free ride (worth up to $20) through the app. Once they;ve taken their first ride, you'll get a free ride, too. Everybody wins! To send your friends a ride, click on the menu symbol in the upper left-hand corner of the app and select "Invite Friends". You can either email or text them directly from the app, or you can share your code. To view a step-by-step guide to referring friends please click here.

30. Can I schedule a ride again?
You can schedule a past ride again using the iOS app. For a step-by-step guide for re-scheduling a previous ride, please click here.

31. How do I edit my ride? 
You can edit any part of your ride even if it's been matched with a CareDriver. Whenever you need to make an edit to an existing ride, just use the HopSkipDrive App. This feature is not yet available on our website, but should be soon. You can edit rides that do not have CareDriver using our website. Please click here to see a step-by-step guide for editing rides on the HopSkipDrive website. If you have an urgent change and are unable to make it yourself please call 844-467-7547 Ext 1 for our Live Operations Team.

32. How do I schedule a ride?
Scheduling a ride with HopSkipDrive is easy! You can schedule a ride through either the mobile app or the website. You will enter information about when you need a ride, your rider, locations, and important notes. All of this information will be saved to make your next ride even easier to schedule! To view a step-by-step guide for creating rides using the app, please click here. To view a step-by-step guide for creating rides using the website, please click here.

33. How do I schedule a carpool ride?  
Carpool rides can currently only be scheduled using the HopSkipDrive mobile app. Setting up a carpool is just like creating a regular ride. The only difference is that you will invite another family in addition to selecting your rider(s). To view a step-by-step guide for creating carpool rides, please click here. To view a step-by-step guide for creating repeating carpool rides using the app, please click here.

Once you schedule the ride, the other families you invited have up until 7:30pm the day before the ride to accept your invitation and add their riders' details. If others don’t join, you have a few options: You can keep your ride with just your family members at the single-family fare, you can keep the ride with the riders you invited that have accepted, or you can cancel your ride anytime up to 8 hours before the ride or anytime before a CareDriver is assigned without a cancellation fee.

34. How do I add or edit a rider in my HopSkipDrive account?
You can add or edit a rider using either the HopSkipDrive app or website. To view a step-by-step guide for adding or editing riders on the mobile app, please click here. To view a step-by-step guide for adding or editing riders on the website, please click here.

35. How do I add or remove a rider from a ride?
You can edit any part of your ride even if it's been matched with a CareDriver. Whenever you need to make an edit to an existing ride, just use the HopSkipDrive App. This feature is not yet available on our website, but should be soon. You can edit rides that do not have CareDriver using our website. Please click here to see a step-by-step guide for editing rides on the HopSkipDrive website. If you have an urgent change and are unable to make it yourself please call 844-467-7547 Ext 1 for our Live Operations Team.

36. How do I cancel a ride?
You can cancel a ride at any time using either the HopSkipDrive mobile app or the website. To view a step-by-step guide for canceling rides using the app, please click here. To view a step-by-step guide for canceling rides using the website, please click here.

As a reminder, if your ride is within 8 hours of the scheduled pickup time and already matched to a CareDriver, canceling the ride will result in a cancellation fee of 50% of the estimated fare. If you cancel within 1 hour of the scheduled pickup time, you will be charged 100% of the estimated fare. This is shared with the CareDriver since they have blocked off their schedule for the ride.

37. How do I reset my HopSkipDrive password?
You password can only be reset using the HopSkipDrive mobile app. A reset link will be texted to you when you click the “Forgot” option on the login screen. To see a step-by-step guide for resetting your password, please click here. If you are still having trouble, please email support@hopskipdrive.com with your email address and cell phone number. Our Customer Support Team will help resolve the issue as quickly as possible.

38. How do I add or update my credit card information?
You can update or add credit card information using the HopSkipDrive app or the website. To view a step-by-step guide for adding or updating your credit card information using the app, please click here. To view a step-by-step guide to adding or updating your credit card information using the website, please click here.

39. I don’t have a CareDriver for my ride, what do I do?
As soon as you schedule a ride with HopSkipDrive, CareDrivers in your area are able to see your ride in their app. They can claim your ride anytime between the creation of the ride and 30 minutes before pickup time. Generally rides are claimed at least the day before.

In the rare occurrence that your ride has not been claimed by a CareDriver the night before the ride, we notify you by both text and email at 8pm. We'll also update you at 9am via text the day of the ride. While your ride is unclaimed, you can cancel it at any time without charge.  If you do not cancel the ride, it will remain available for claiming until 30 minutes before the scheduled pickup time. We will notify you at that point if your ride has not been claimed.

The above situation is unusual. Most rides will be claimed well in advance of the ride.

40. Do you guarantee you’ll find a CareDriver for every ride?
Although we do everything we can to encourage CareDrivers to claim rides available to them, we can’t absolutely guarantee a CareDriver for every ride. However, almost all rides are matched to CareDrivers. We do not control CareDrivers’ schedules, but we use many different strategies to ensure rides will have drivers. If, for some reason, you do not have a CareDriver for your ride, you will never be blindsided by this information. We let parents know at 8pm the night before a ride, 9am the day of the ride, and 30 minutes before the ride’s start time. You can also always check the status of your ride in your HopSkipDrive app or on the website. If you don’t see a CareDriver’s profile information listed with your ride, a CareDriver has not yet claimed your ride.

Our goal is to keep you in the loop so you can make alternate arrangements when you feel it’s necessary. If you choose to make other plans, you can cancel any ride through the HopSkipDrive app or website. There is never a fee for canceling a ride that a CareDriver has not yet claimed.

41. What happens the day of the ride?
When you are scheduling your HopSkipDrive ride, please leave detailed notes about your pickup and drop off locations. This is your chance to tell your CareDriver exactly what you want them to do upon arrival or departure. You can even let the CareDriver know that you’d like them to park and escort your child in or out of the location.You'll also have the option of uploading a photo of your rider to their profile in your HopSkipDrive account. Having a photo of your rider can help your CareDriver find your child the pickup, but is not a requirement. We do require that you create a secret code word for your rider. You rider should know the code word on the day of the ride so they can confirm it with their CareDriver.

When a CareDriver claims your ride, you will be notified by both text and email and you'll be able to visit your HopSkipDrive account to view their picture, their full name, a picture of their car, their license plate number, and a short bio about them. We recommend showing your rider this information so they know who to expect. If your pickup location has any security protocols, please understand that it is your responsibility to notify them accordingly.

On the day of the ride, the CareDriver will have the HopSkipDrive decals on their car and they will be wearing a bright orange HopSkipDrive t-shirt. When the CareDriver and rider connect, the CareDriver will say the secret code word to the rider to confirm the CareDriver’s identity.

 

You'll be able to track the ride using your HopSkipDrive app. Just click on the ride and you'll be able to watch the progress of the CareDriver's car on a little map. When your CareDriver checks in for your ride, you'll also be able to call or text them using the HopSkipDrive app. Please keep in mind that CareDrivers don’t text or talk on the phone while driving, so their responses may be delayed.

Both you and the rider (if you entered their cell phone number in their rider profile) will receive text updates about your CareDriver's status before and during the ride from a masked number. You'll know when the CareDriver has checked in, started driving, arrived, picked up your rider, and dropped off your rider.

If at any time you have a question or concern about your ride and cannot connect with the CareDriver, please feel free to call our Live Operations Team at 844-467-7547 (Choose the option for ride organizers and then option 1). The Live Operations Team monitors every ride in real time  and is available to assist you.

Drivers

1. How do I become a driver?
If you’d like to be a CareDriver, please begin the process here. All drivers must pass a 15-point certification process which includes a 19-point vehicle inspection. We require all drivers to be at least 23 years of age and have at least 5 years of childcare experience. A CareDriver must have their own car (2006 or newer), have proof of insurance, a clean background check and a clean driving record. We also ask all drivers to provide references and be fingerprinted. After a driver has passed these steps, we meet each driver in person. Once a CareDriver is approved, they set their own schedule and work when they like. Of course, the wider their availability and geographic preferences, the more rides they’ll get. Our busiest times are from 6am-9am and 2pm-6pm.

2. What information will you need from me?
To be a CareDriver, we will require you to pass a 15-point certification process. We will be asking for your childcare experience, driver's license, insurance and registration, at least two references, and the make/model/year of your car. Your car must be inspected by a licensed mechanic and you will be fingerprinted. You will need to meet with us to attend a driver training session.

3. Will I be a HopSkipDrive employee?
No, all CareDrivers are independent contractors.

4. How will my rides be scheduled?
Once you are an approved HopSkipDrive CareDriver, you can set your availability and claim rides that match your time and geographic preferences directly from the app.

5. Can I set my own schedule?
Once you have a CareDriver account, you will be able to set your availability directly in the appHopSkipDrive app.

6. What are HopSkipDrive’s rules for behavior?
HopSkipDrive has a zero tolerance policy when it comes to smoking, drinking, and drug use while driving, texting/talking while driving, and physical contact with kids. Please visit our HopSkipRules page to review our code of conduct for both drivers and kids.

7. How do taxes work?
As an independent contractor, you will be responsible for reporting your own income and for paying the taxes on that income. CareDrivers who earn over a predetermined amount will have 1099s. The HopSkipDrive Driver Operations Team will provided detailed information on this once a CareDriver is on the platform.

8. How do I receive payment?
CareDrivers are paid once a week. Direct deposit is available.

9. Will I still be paid if the rider cancels?
You will receive a cancellation fee if a parent cancels a ride within 8 hours of the scheduled pick up. If the ride is canceled more than 8 hours before the ride, there will be no cancellation fee.

10. Do you have insurance that protects me and my car?
HopSkipDrive has insurance that exceeds regulatory requirements and includes a $1 million per accident liability coverage.  We have unique insurance designed for transporting children under the age of 18.  You are covered under our policy while you are on your way to pick up a HopSkipDrive passenger, and while you have a HopSkipDrive passenger in your car.

Payments and pricing

1. How do I pay for rides?
We will charge the credit card on file in your account once your ride is complete.

2. When am I charged?
Your card will be charged as soon as your ride is completed.

3. How does your billing work if my child comes out late?
Fares are based on time and distance. Your rides begins when your  child enters the car or at the scheduled pick up time. If your child is late, the CareDriver will be paid from the scheduled pick up time to the actual drop off time.