Sacramento Driver Hub

UZURV drivers get out of their cars and assist our riders from the door of the pickup location and then assist riders in the same way to the door at their destination. This is a requirement for most of our programs, and it’s also a key element of our commitment to helping our community with a higher-level of care.

Cancel your trip through the UZURV Drive app as soon as you know you cannot provide the ride. If you have an emergency and can’t perform a scheduled trip that is about to happen, use the app to call UZURV Operations immediately (when it is safe) for assistance.

Please note our cancellation policy. If you need to cancel…

• Greater than two hours before pick-up You won’t get charged a fee.
• 1-2 hours before pick-up You will be charged a fee to your account.
• 1 hour or less before pick-up You will be charged a fee and suspended from expressing interest in rides for 24 hours.
• Less than 10 minutes before pick-up or if you miss the ride You will be considered a no-show, charged a fee, and suspended for 48 hours. All scheduled rides during that time will be canceled.
  

Use the app to call UZURV Operations immediately to let us know so we can alert the rider. There is a small fee for being late, depending on the circumstances.

A huge part of our mission is making sure every rider has a safe and reliable ride to wherever they need to go. Many of our riders have mobility limitations that can make it difficult for them to get to the entrance of their pickup location quickly.

If you cannot find your Rider,

1. Call the Rider through your app. Identify yourself as their Driver and ask for their location.
2. Peek your head in the outermost door to locate a Rider when you’re at a public location. Do not search inside the building.
3. Call UZURV Operations if it’s 5 minutes past the pickup time and you still can’t find your rider. Just tap Can’t Find Rider in the app.

Only UZURV Operations can release a ride, classify the Rider as no-show, and provide you with a no-show credit.

DO NOT begin the ride or leave the pickup location without permission from UZURV Operations.

If you leave with out permission, you’ll lose your no-show credit and be suspended for 48 hours.

It’s UZURV’S policy that riders sit in the back seat.

However, UZURV does expect drivers to make reasonable modifications for any Rider who has a health condition that makes it difficult for them to use the backseat.

The Drive app’s Ride Notes will let you know when front seat modifications have been made.

Front Seat Safety Provisions

UZURV considers the following requirements and prohibitions to be matters of operational safety. UZURV reserves the right to deny front-seat access to any Rider who fails to comply with the following:

• If a Rider traveling in the front seat has a service animal, the rider is responsible for ensuring that the service animal remains on the floor in front of the passenger seat. The service animal may not block the Driver’s view of the side mirror or out the passenger-side window, and the service animal may not interfere with the Driver’s ability to reach and operate all vehicle controls.
• Riders must keep all personal belongings in their lap, on the floor at their feet, or in another safe area that does not interfere with the Driver’s safe operation of the vehicle.
• Riders are not permitted to touch, operate, or attempt to operate any vehicle controls located in the Driver compartment, on the dash, or the console between the Driver and passenger seats. This prohibition applies to all vehicle controls, including interior and exterior lights, climate control, and the radio.

Many of our programs must follow Federal Transportation Administration (FTA) guidelines which require randomized drug screenings. These guidelines are for everyone’s safety and we take screenings very seriously. When you are selected for drug testing, follow the instructions provided in a timely manner so you don’t risk termination from the program.

Not really. However, if it has been more than 90 days since you last took a ride, we may have to reset some of your onboarding requirements. This may include a new drug screening and/or other onboarding requirements.

The UZURV system will send you a notification as you near the 90-day cut-off.

The estimated fare is just that – an estimate. Estimates are calculated based on traffic expectations when the trip hits the feed, however, actual conditions vary on the day of. You will be paid for the actual ride you provide – the actual miles and minutes completed. Sometimes your actual ride will be more than the estimate, sometimes less. You can visit your completed rides in the app to see the GPS data for mileage and minutes on each ride. You can always contact support@uzurv.com with any questions about your completed rides.

No. UZURV’s mission is grounded in serving our communities by providing a consistent and fair experience for everyone. For this reason, tipping is not allowed.

Drivers who request or accept tips will be removed from the platform and can no longer drive with UZURV.

In your UZURV Drive app:

1. Select your profile image in the top left corner.
2. In the menu, select Bank.
3. Select Request Payout.
4. Select Change.
5. Update your bank account information, and don’t forget to hit save!

Drivers upload new vehicles for one of two reasons: to add an additional vehicle to the platform or to replace a current vehicle. For either, you can add a new vehicle directly to the app so long as it meets our standard requirements and has all documents uploaded, reviewed, and approved.

Important Notes:

Replacing a Vehicle: upload the new vehicle and its corresponding documents first. Once that process is finished, delete the old vehicle. (See below for How do I delete a vehicle?)

Adding an Additional Vehicle: if you plan to use more than one vehicle for UZURV, remember that you must always drive the correct vehicle marked for the trips selected.

Important note: If you are replacing a vehicle, upload the new vehicle before you delete the old one.

1. Go to My Account.
2. Select Vehicles.
3. Choose the vehicle/s to delete.
4. Tap the three dots in the upper right-hand corner to delete.

No. Rental or commercial vehicles are not allowed on the platform. Any car used for UZURV rides must be registered to you for personal use only.

To ensure the safety of our riders and to meet federal requirements, all drivers must use vehicles that have been approved for use on the platform. If you have more than one approved vehicle on the platform, please ensure you drive the vehicle marked for the specific ride you are providing.

We will send an email announcement whenever a new program comes to your area. You’ll need to make sure the new program is added to your app to access the extra rides. You can add a new program by visiting your Transit Programs tab and tapping the blue Apply button located next to the program name.

Our program partners require all drivers to complete annual inspections to ensure vehicles on the platform are safe and in optimal condition to drive.

The UZURV system automatically sends an email 30 days before your renewal date. If you do not complete your new inspection promptly, the system will suspend your account three days prior to your expiration date, and you will lose access to the Feed and any upcoming reservations until your new inspection documentation is uploaded to the app and approved.

UZURV will notify you when a document, certification or screening is about to expire. Visit our Document Renewal Page for how to renew and update your documents in the app.