At Ryde, we want to create value sustainably for our users by providing simple, seamless and reliable transportation and logistic services at reasonable prices. The mission is to build a platform and ecosystem that makes every ride a better one.
We strive to continually upkeep the community to ensure that it is trustworthy, like-minded and respectable. In order to do so, our app will monitor the driver-partner’s performance via the following metrics - driver ratings, cancellation rates, reviews and account activity, etc.
Conditions where driver accounts will be liable for suspension:
|
Driver Rating (DR) |
< 4.80 |
|
Cancellation Rate (CR) |
> 17.5% |
|
Adverse Ratings |
Drivers who receive poor ratings for errant behaviour. |
|
Minimum Acceptance Rate (AR) |
We do not have a minimum AR criteria |
|
Fraudulent Activity |
Drivers who overcharge riders and/or complete the trip without the rider onboard. |
|
Dormant Account |
Did not complete at least one trip within a 1 Year period. |
Driver Ratings (DR)
The driver’s rating is calculated based on his/her last 100 trips to ensure that it reflects the driver’s recent performance. All new drivers will have a default rating of 4.90 and will be adjusted after the 11th unique review. Please allow up to 7 working days for the update to be reflected.
Cancellation Rate (CR)
The driver’s cancellation rate will be calculated based on his/her most recent trips. The driver’s cancellation rate will increase after a driver accepts a trip booking and cancels. We strongly advise drivers to only accept jobs that they can fulfill.
In the case of rider no-shows, drivers can still cancel the trip. Drivers do not have to worry about account suspension from trip cancellations. Our app algorithms will look at the driver’s most recent trips. As long as the driver continues accepting trips, he/she will not be suspended from cancellations.
Fraudulent Activity
Drivers who are found to have overcharged riders and/or completed the trip without the rider onboard may be liable to account suspension. The Ryde driver app has Artificial Intelligence (AI) algorithms that will automatically detect suspicious driver activity.
Re-activation of Suspended Driver Account
All suspended drivers will be sent an electronic invoice to their registered email address to pay a $25 reactivation fee. Driver accounts will be reactivated within 12 hours of payment. Upon account reactivation, the driver ratings will be reset to 4.90 and CR reset to 0%.
Repeated failure to abide by Ryde community standards will lead to permanent suspension from the Ryde platform. This is to ensure we uphold high standards and offer a good user experience for our community.
Dormant Accounts
All driver accounts must be active in the past 1 year, did not complete at least one trip in a 1 year period. This is to ensure that the drivers on Ryde remain current. We also aim to prevent compromised driver accounts and to eliminate fraud risks.
Drivers who are unable to log in after 1 year of inactivity must appeal by writing in to support@rydesharing.com. Drivers will need to pay an administrative fee of $25 for reactivation. Driver ratings and cancellation rate will reset to 4.90 and 0% respectively. Please allow up to 48 hours for processing upon successful appeal.
Closed Accounts
Driver accounts will be de-activated and their Wallet balance will be written off upon three years of inactivity from the date of the last completed trip.
Should you wish to drive on the Ryde platform again, you would then have to write in to support@rydesharing.com to obtain the approval from the operations team to create a new driver account. Criteria for approval include but is not limited to, track record of conduct that is in line with our driver community standards. Please allow up to 7 working days for approval.
# We advise drivers to keep their accounts in good standing by doing at least a few trips each month.
## We advise drivers to cash out all earnings should drivers not plan to drive for the next 12 months. Some common case studies include change or sale of car, change of job or change of work priorities.
*UPDATE* All inactive driver reactivation fee will be waived off from May 2021 until Dec 2023. Simply write in to support@rydesharing with your registered mobile number indicating a request for reactivation. Our Customer Excellence team will process your request accordingly.