At HopSkipDrive, safety is paramount and a shared responsibility. CareDrivers and Rider Assistants should set the standard through exceptional service and vigilance. Riders, caregivers, and Ride Organizers contribute to a secure environment by being mindful, respectful, and accountable. Everyone plays a vital role in maintaining the safety of our community.
Grounded in the core behaviors outlined in our Community Guidelines—Be Safe, Be Considerate, Be Respectful—all users on our platform are expected to uphold those behaviors and adhere to the safety policies outlined below.
To protect the safety of our community, HopSkipDrive may restrict, suspend, or permanently remove access to the platform if a community member violates these policies—or if we determine in good faith that doing so is necessary to safeguard others.
Users may not share their account information with anyone else. To use the HopSkipDrive platform, you need to register and maintain an active account with accurate information.
The registered CareDriver must be the person performing the ride, just as only named riders can attend a ride. No individuals other than the listed CareDriver, Rider Assistant, and rider(s) can accompany the ride. Only Ride Organizers who are legally authorized to arrange rides are permitted to add or remove a rider from a ride, or edit rider information.
Unauthorized third parties, along with the authorized account holder and vehicle owner, may not be covered under HopSkipDrive maintained insurance and could be held responsible for all potential damages originating from a trip with an unauthorized driver or user of the app.
For more information regarding unauthorized riders, please review our help center content.
To protect the privacy of riders—who are primarily unaccompanied minors—and to comply with data security, privacy, and contractual requirements, the use of personal recording devices are prohibited. To provide accountability while upholding these standards, we developed our Safe Ride InSight™ program. This system uses AI-powered, dual-camera technology with audio recording, and we’re actively scaling it to more markets in the months ahead. CareDrivers may request cameras through an online form.
Similarly, it is expected that riders not record or take video of CareDrivers, Rider Assistants, or other riders, during a ride without prior consent or adult consent where applicable.
HopSkipDrive is a smoke-free platform. Smoking is not allowed in CareDrivers’ vehicles, during rides, and immediately before or after transporting riders. CareDrivers are also required to follow tobacco-free requirements around schools and other public or private locations.
For platform safety, identity verification must be performed prior to every ride. Ride Organizers have access to identifying information about the CareDriver, including their name, profile photo, and vehicle information (license plate number and make/model) so that riders or authorized adults are able to verify the vehicle during pickup. Vehicle decals are also used as a way to help identify the CareDriver.
Rider names and code words should be confirmed before beginning the ride as an added layer of security. CareDrivers are responsible for providing the rider with the rider’s name and secret code word once they have reached the vehicle. After the information has been confirmed, the rider can provide their birthday as an added layer of security.
CareDrivers may not solicit or accept on-demand summoning of a ride. Riders and Ride Organizers should not pay for HopSkipDrive rides in cash or outside of the HopSkipDrive app. These types of hails are prohibited under local regulations.
All users and Community Members are expected to maintain personal awareness and avoid any conduct that may be deemed inappropriate by another person. Threatening or disrespectful language, aggressive or confrontational behaviors, bullying, hazing, or harassment of any kind are not permitted on the HopSkipDrive platform per our Zero Tolerance Policies or when in contact with HopSkipDrive employees.
CareDrivers and Rider Assistants are expected to set proper boundaries and stay within their professional role by avoiding risky behavior or conversational subject matter that may be deemed inappropriate for youth or other vulnerable populations. Riders are expected to treat CareDrivers and their vehicle, other riders, and Rider Assistants with respect and consideration.
All community members are expected to maintain age-appropriate communication while performing the Services. Additionally, all community members, but especially CareDrivers and Rider Assistants, should refrain from commenting on a rider's appearance or asking personal questions of riders that may make them feel uncomfortable.
It is expected that all users of the HopSkipDrive platform recognize the sensitive nature of working with children and seniors, including those from underserved backgrounds or with heightened care considerations.
Riders, CareDrivers, Rider Assistants, and any other community member who is introduced through the HopSkipDrive platform must refrain from contacting each other outside of the ride and all communication between users should be made within the platform.
In efforts to maintain the safety of the platform and consistent with the Terms of Use and Privacy Policy, contact should end as soon as the ride is complete, unless it’s to return a lost item, in which case, the HopSkipDrive team will help facilitate the return with the necessary users.
Please notify HopSkipDrive if another user initiates contact for any reason other than the current ride or to return a lost item.
It is critical for all users to make arrangements to be early or on-time for all scheduled rides. All parties, but especially CareDrivers and riders, often have strict schedules that they need to adhere to, so it’s important to uphold your commitment to the time that’s been scheduled.
All users should reach out to Safe Ride Support at 844-HOP-SKIP if they are running behind schedule or have any concerns about a ride.
To protect the safety of all users of the platform, especially those most vulnerable who rely on the HopSkipDrive platform for transportation, CareDrivers and Rider Assistants are asked to refrain from giving gifts to riders unless permitted by the Ride Organizer. Additionally, riders, Ride Organizers, and caregivers should not attempt to provide cash gratuity to CareDrivers or Rider Assistants as all payment should remain within the app for safety reasons.
Food and beverages are prohibited during rides. This policy exists to protect rider safety. Eating and drinking in the vehicle can create serious risks, including allergic reactions (such as peanut allergies) and choking hazards while the vehicle is in motion. CareDrivers and Rider Assistants may not provide riders with food, drinks (including water, unless given to assist in a medical emergency), or medication of any kind, and riders are expected to help maintain a safe environment by refraining from eating or drinking during the ride. Keeping vehicles food- and beverage-free also helps maintain cleanliness and prevent damage.
All HopSkipDrive CareDrivers are required by law to accommodate service animals and make other reasonable accommodations for riders with special needs.
The law states that drivers may not deny service or otherwise discriminate against passengers with service animals. Ride Organizers are asked to include a note in the ride instructions if the rider requires a service animal.
It is HopSkipDrive’s policy that CareDrivers are permitted to ride with their service animals. However, this may limit the number of passengers you can carry, and some passengers may be uncomfortable or allergic around your service animal. It is advised that you make a note of the service animal in your bio. We also recommend that CareDrivers call the Ride Organizer or caregiver in advance to notify them of the service animal. If they are unable to ride with your service animal, reach out to Support immediately.
If you have questions about a service animal, reach out to Support at 844-HOP-SKIP.
All users are prohibited from intentionally committing fraud, falsifying information, requesting fees or refunds they are not entitled to, or completing invalid transactions.
For CareDrivers, it is considered a form of fraud, or intentional misuse of the service design, to cancel a ride only to reclaim it for a higher price if a ride opportunity is created for that ride. The estimated fare will be returned to the original amount and the CareDriver will lose the ability to receive those types of opportunities in the future.
Ride Organizers are expected to only book services using a valid and authorized credit card. Inability to collect payment for rides will result in upcoming rides being canceled and the account being closed.