Ryde is an open platform that allows drivers to access more earning opportunities. We aim to always deliver a great Ryde experience for riders and to run operations in a fair and transparent manner for our driver partners. To this end, we monitor driver performance automatically by metrics by variables such as driver ratings, cancellation rates, reviews and account activity.
Driver Ratings (DR)
All new driver ratings start at 4.70%. Driver ratings will be automatically adjusted after the 11th unique review. All reviews will be shown after 7 days.
Cancellation Rates (CR%)
Cancellation rates increase when drivers accept job bookings and then cancel bookings thereafter. We strongly encourage drivers to only accept jobs that can be fulfilled. We believe this will give riders a great Ryde experience.
Conditions where driver accounts will be liable for suspension:
Re-activation of Suspended Driver Accounts
All suspended drivers will be sent an electronic invoice to their registered email address to pay a $35 reactivation fee. Driver accounts will also be reactivated within 12 hours of payment. Upon reactivation, DR will be reset to 4.70% and CR reset to 0%. Repeated failure to abide by Ryde community standards will lead to permanent suspension from Ryde platform.
All driver accounts must be active in the last 6 months, that is to complete at least one trip within a 6 month period. The reason we are doing this is to enhance platform security by ensuring our driver base remains current. This is to prevent compromising driver accounts, to eliminate fraud and to reduce maintenance costs.
Drivers who are not able to log in after 6 months of inactivity must appeal by writing in to firstname.lastname@example.org.
Driver accounts will be reactivated within 24 hours upon successful appeal. Drivers need to pay an administrative fee of $15 for reactivation. The fee will be deducted directly from the driver wallet. Drivers will then have their DR and CR reset to 4.70 and 0% respectively.