The UZURV Ride app

A comprehensive setup guide and tour.

What’s covered:

• Using the Ride app
  • Setting up your account
  • Setting up your payment method
  • Scheduling rides
  • Subscription rides
  • Canceling rides
  • Other features

What you get with the app

• Accessible, convenient way to manage rides 24/7
• Instant ride booking anytime, anywhere
• Same-day ride scheduling 
• Extended UZURV Call Center Hours
• Live pickup and drop-off tracking

Enjoy reliable UZURV service every ride

• Accessible, door-to-door service
• Advanced scheduling
• Courteous drivers who have completed ADA awareness training
• A welcoming environment for service animals
• Rides monitored by real people before and during the ride

How to get the Ride app

You’ll need:

• Program ID and Email Address
• “Please verify your email” verification

Call Center hours:

Monday through Sunday, 6:00 AM – 6:00 AM PM.

Quick Tips:

• Contact Hanover DASH directly if you need your program ID.
• If you go through the call center, you will receive a text to download the app. Our UZURV Rider Support Team can also provide assistance with creating your account.
• Once you download the app, check your email for a message from UZURV asking you to verify your email address. You will need to verify your email address before you can create your app account and schedule rides.

Important Details to Get You Started

• Same-day rides require a two-hour lead time. Will calls and WAV service are available.
• The Ride app allows you to cancel rides up to two hours in advance of the scheduled pickup time. If you need to cancel within the two-hour window, you must contact the UZURV Call Center at 804-299-4367. Riders will incur the estimated cost of the ride as a fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.
• Rides must start or end in Hanover County. The app will error when an address is entered that is outside of the service area.
• Riders who use mobility devices that cannot be stored in a trunk or cargo area, and cannot safely transfer to the seat of a standard UZURV vehicle can request a Wheelchair Accessible Vehicle (WAV).
• When adding Driver Notes, please add specific details that help in assisting the driver with locating you. For example, name of the location, specific entrances, etc.
• Need immediate help with a ride? Call the UZURV Call Center through the app OR dial 804-299-4367 directly. For help that isn’t urgent, email ridersupport@uzurv.com or see the app’s support section.

Using the Ride App

Setting Up Your Account

Download and register the app

You will need this information on hand:

• Email and Phone
• Hanover DASH ID Number
• Credit/Debit Card Information

When you’re ready to start:

1. Tap Sign Up in the app.
2. Add your email & phone.
3. Create a Password.
4. Add your date of birth & First/Last name.
5. Add your DASH ID Number.
6. Confirm your account and then verify your email.

Quick tips:

• Use the email, DASH ID number, and phone number associated with your Hanover DASH account.
• If you download the app directly and need your DASH ID number, please contact Hanover DASH.
• Passwords must be at least 6 characters and include: 1 number, 1 special character, 1 uppercase, and 1 lowercase
• When adding your information, don’t use your phone’s auto-populate features. This sometimes adds an extra space that may prevent you from registering. Please manually type your details.
• Once you download the app, check your email for a message from UZURV asking you to verify your email address. You will need to verify your email address before you can create your app account and schedule rides. 

Account Settings

There are multiple options to configure your app the way you want it. They include:

• Basic Information
  (Name, Email, Phone, Profile Picture)
• Password
• Preferred Payment Method
• Service Level Preferences
• Favorite Locations

Setting Up Your Payment Method

Quick tips:

• Add your preferred payment method before scheduling a ride.
• Add your credit or debit card information and tap Save.
• You expiration date must have a 2-digit month and 4-digit year
• Your card will be charged only after the ride is completed.

You must add your payment method before you can schedule a ride. The app will error if a payment method is not added.

Service Level Preferences

Some programs allow riders to use Lyft as a backup when a UZURV driver isn’t available.

Favorite Locations

Quickly save and reuse regular pick-up and drop-off locations when scheduling a ride.

Scheduling a Ride

What you’ll need:

• Pickup and Drop-off Addresses
• Pickup Date & Time
• Number of Passengers

When scheduling a ride, remember:

• You can schedule rides for the same day and pre-schedule rides for later dates.
• Same-day rides require a two-hour lead time.
• Will calls and WAV service are available at this time.
• Rides must start or end within Hanover County. The app will error when an address is entered that is outside of the service area.

To request a ride in the app:

1. Tap New Ride Request
2. Add pick-up and drop-off information (addresses and date/time)
3. Select Basic vehicle and add the number of passengers
4. Add any notes for your Driver
5. Tap Confirm & Request Ride Now

Canceling a Ride

How does canceling work?

There are two ways to cancel: In the app or by calling the Call Center.

Reminder: The cancellation window is two hours before pickup.

To cancel using the app:

1. Select the ride from the Upcoming Rides screen
2. Tap Cancel Request
3. Tap Yes, Cancel button

Reminder: Cancellation window is two hours before pickup. To cancel within the cancellation window, please call the UZURV Call Center by tapping the Contact Support button or calling 804-299-4367. Riders will incur the estimated cost of the ride as a fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.

Support

Need immediate help with a ride?

Call the UZURV Call Center through the app OR dial 804-299-4367 directly. You can also email ridersupport@uzurv.com or see the app’s support section.

Reminders

• Get the Ride app from your app store or call the UZURV Call Center at 804-299-4367. 
• Same-day rides require a two-hour lead time. Will calls and WAV service are available.
• The Ride app allows you to cancel rides up to two hours in advance of the scheduled pickup time. If you need to cancel within the two-hour window, you must contact the UZURV Call Center at 804-299-4367. Riders will incur the estimated cost of the ride as a fee for canceling less than 2 hours before a scheduled ride or failing to show up for a scheduled ride. View the Rider Policy page for more details.
• Riders who use mobility devices that cannot be stored in a trunk or cargo area, and cannot safely transfer to the seat of a standard UZURV vehicle can request a Wheelchair Accessible Vehicle (WAV).
• Rides must start or end in Hanover County. The app will error when an address is entered that is outside of the service area.
• When adding Driver Notes, please add specific details that help in assisting the driver with locating you. For example, name of the location, specific entrances, etc.
• Need immediate help with a ride? Call the UZURV Call Center through the app OR dial 804-299-4367. directly. For help that isn’t urgent, email ridersupport@uzurv.com or see the app’s support section.

Ready to Get Started?

Download the UZURV Ride app from your app store or call the UZURV Call Center at 804-299-4367.