UZURV Rider Policies

If rider fares are charged for UZURV service, they are charged in accordance with the terms of individual Transportation Programs and are published on the Transportation Program websites. When you book a trip in the UZURV app, or on the web portal, UZURV will show you your fare before you submit your request because we want passengers to know what their ride will cost in advance. In addition, UZURV will not charge your account until the trip is complete.

Plans change, and sometimes, that means UZURV riders need to change or cancel a scheduled trip. UZURV has established the following policy and procedures for handling changes and cancellations. The policy also outlines penalties for riders who repeatedly cancel trips late or fail to show for scheduled trips, referred to as a “No-Show.” Please note. Some of the transit agencies and providers for whom UZURV provides service have their own policies and procedures regarding changes, cancellations, late cancellations and no-shows. If you are uncertain as to which policies apply for you, check with your local transportation provider.

Cancellation – A cancellation of a pre-scheduled trip that occurs at least one hour before the scheduled pick-up time. There are no penalties for canceling scheduled trips at least one hour before the scheduled pick-up time.

Late Cancellation – A cancellation of a pre-scheduled trip that occurs within one hour of the scheduled pick-up time. Riders who repeatedly cancel their trips late may be subject to a temporary loss of access to services provided by UZURV.

No-Show – A no-show occurs when a UZURV vehicle arrives on-time for a scheduled trip, and the rider fails to take the trip. Riders who routinely commit no-shows may be subject to a temporary loss of access to services provided by UZURV.

Service Suspension – A service suspension is a loss of access to UZURV service that results from repeated late cancellations and/or no-shows or other serious infractions of UZURV service policies. Suspensions resulting from late cancellations or no-shows will last for between one week and one month, depending on the rider’s previous history with violations of this policy.

Verbal Warning – A warning provided by UZURV by phone, text message or email to a rider who has committed three late cancellations or two no-shows within a rolling thirty-day period.

Written Warning – A warning provided by UZURV in writing and delivered by mail or email to a rider who has committed four late cancellations or three no-shows within a rolling thirty-day period. A written warning is a final warning prior to a service suspension under this policy.

1. Unless local transit policies state otherwise, a rider or their representative must cancel any unwanted trips at least one hour before the trip’s scheduled pick-up time. (The rider should consult their local program rules regarding how to cancel trips.)
2. When UZURV is notified of the cancellation, UZURV will cancel the trip. If the cancellation is received within one hour of the rider’s scheduled pick-up time, UZURV will mark the trip as a “Late Cancellation.” If UZURV receives the cancellation within five minutes of the rider’s scheduled pick-up time, UZURV will mark the trip as a “No-Show.”
   Exception: The rider will not be charged with a Late Cancellation or No-Show if the trip is canceled within the first hour during which the UZURV Customer Service Center is open, but any rider who routinely cancels early-morning trips within one hour of their scheduled pick-up time may be required to confirm their trip before a vehicle is dispatched.
3. When UZURV arrives on-time to transport a rider, the driver will attempt to meet the rider at either the curb or the outermost door of the rider’s pick-up address—depending on the rules set by the local transit agency. If the driver is unable to locate the rider, the driver will contact UZURV’s Customer Service Center who will attempt to reach the rider by phone. If the driver is unable to connect with the rider within five minutes, UZURV will mark the trip as a “No-Show,” and the driver will continue to their next assigned pick-up. Please note. The driver will not depart until five minutes after arriving or five minutes after the start of the rider’s scheduled pick-up time, whichever comes later.
   Exceptions: A rider will not be charged with a No-Show if UZURV arrives more than fifteen minutes after the scheduled pick-up time
4. UZURV will not automatically cancel a rider’s trips after the rider has received a No-Show. Therefore, even if a rider has more than one trip on the same day, the rider must contact UZURV to cancel any and all unwanted trips. For example: if the rider has scheduled a round trip to work, school or a medical appointment, and the rider fails to take the morning trip, the rider must still contact UZURV to cancel the return trip. Otherwise, the rider may be charged with a second No-Show.

Late Cancellations and No-Shows tie up UZURV personnel, drivers, vehicles and fuel, and they can result in extra costs for sponsoring transit agencies and drivers. As a result, UZURV strongly encourages riders to cancel unwanted trips as soon as possible.

Additionally, UZURV reserves the right to suspend riders from service who incur excessive numbers of Late Cancellations and No-Shows as follows:

1. Verbal Warning – When a rider receives their third Late Cancellation or second No-Show within a rolling thirty-day period, UZURV will issue a verbal warning by phone and/or email. The verbal warning will include the dates, scheduled pick-up times and pick-up and drop-off addresses for each trip for which the rider has been assessed a Late Cancellation or No-Show. The warning will also remind the rider of the process for canceling unwanted trips on-time as well as reminding the rider that repeated Late Cancellations and No-Shows could result in a suspension of their riding privileges. Finally, the verbal warning will also provide information on how the rider can dispute any Late Cancellations or No-Shows with which the rider disagrees or for which there were extenuating circumstances. The rider has one week within which to dispute any Late Cancellations or No-Shows issued by UZURV.
2. Written Warning – When a rider receives their fourth Late Cancellation or third No-Show within a rolling thirty-day period, UZURV will issue a written warning by email and by U.S. Postal Service. The written warning will include the dates, scheduled pick-up times and pick-up and drop-off addresses for each trip for which the rider has been assessed a Late Cancellation or No-Show. The warning will also remind the rider of the process for cancelling unwanted trips on-time, and it will advise the rider that any additional Late Cancellations or No-Shows within the same rolling thirty-day period may result in a suspension of riding privileges. Finally, the written warning will also provide information on how the rider can dispute any Late Cancellations or No-Shows with which the rider disagrees or for which there were extenuating circumstances. The rider has one week within which to dispute any Late Cancellations or No-Shows issued by UZURV.
3. First Service Suspension – When a rider receives their fifth Late Cancellation or fourth No-Show within a rolling thirty-day period, UZURV will suspend the rider’s service for a period of thirty calendar days. UZURV will contact the rider by phone to advise them that their service will be suspended, beginning with the next service day. The rider will then receive a letter by email and by U.S. Postal Service. The suspension notice will advise the rider of the beginning and ending dates of the rider’s suspension and will include the dates, scheduled pick-up times and pick-up and drop-off addresses for each trip for which the rider has been assessed a Late Cancellation or No-Show. The suspension notice will also include information on how the rider can appeal their service suspension. The rider has one week within which to appeal a service suspension.
4. Second and Subsequent Service Suspensions – If a rider continues to accumulate Late Cancellations and No-Shows after resuming service after a service suspension, UZURV will enforce this policy as described above. However, second and subsequent suspensions will be for a period of sixty calendar days. Once a rider utilizes UZURV service for a calendar year without receiving a service suspension, this policy will reset.

If a rider disagrees with any aspect of UZURV’s enforcement of this policy, or if the rider wishes to appeal a service suspension, the rider may contact UZURV:

• By Email – RiderSupport@UZURV.com
• By mail: UZURV Holdings LLC, 413 Stuart Circle, Suite 100, Richmond, VA 23220

To promote the comfort of both drivers and passengers, it is UZURV’s policy that passengers may not sit in the front seats of UZURV vehicles. UZURV will make an exception for any rider who has a health condition or disability that makes it difficult or painful to board, occupy or exit the backseat. In order to ensure front seat access for any rider who needs it, the rider or the agency scheduling the rider’s trip must make UZURV aware of the rider’s need at the time the trip is booked.

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 which 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 on 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.

Click here to view UZURV’s Service Animal Policy

The method for filing a complaint about service you received varies depending on your location.

Click here to see how to file a complaint for your area.