Question 1

How do I book a ride?

Accepted Answer

Choose when you're going, the kind of help you need, and your pickup and destination. You see the full price before you pay. Book ahead for an appointment, or choose Ride now when you need a ride today.

Question 2

Which service should I choose?

Accepted Answer

Ambulatory is for people who can walk with some help getting in and out. Wheelchair is for people who ride in their own wheelchair. Stretcher is for people who need to lie flat. Crew+ is a shared van for a group.

Question 3

How far ahead can I book?

Accepted Answer

Up to 90 days ahead, and at least an hour before your appointment. We plan the pickup so you arrive on time, with a little extra in case of traffic.

Question 4

Can I book a ride home too?

Accepted Answer

Yes. Choose a round trip and pick a return time, or choose to tell us when you're ready. When you're ready, tap the button and the nearest driver who offers your service can accept it.

Question 5

Can I book for someone else?

Accepted Answer

Yes. Add their name and phone number when you book. The driver may call them at pickup, and messages about the ride come to you.

Question 6

Can I change or cancel a ride?

Accepted Answer

Yes. Open your ride to change the time or cancel it, any time before the trip starts. If a driver is already on the way, we let them know. If you paid, we refund it in full.

Question 7

When am I charged?

Accepted Answer

A scheduled ride is paid when you book it. We hold your booking for 30 minutes while you pay, then let it go if it isn't paid. For Ride now, your card is held first and charged when a driver accepts.

Question 8

Can I pay with insurance?

Accepted Answer

Not yet. Paying with insurance is coming soon, so for now you pay by card. You can already add your plan under Coverage in your profile.

Question 9

How is the price worked out?

Accepted Answer

The price depends on your service and the distance. You see the whole price, with the tax and service charge, before you pay. Round trips show the price of both rides.

Question 10

How do refunds work?

Accepted Answer

If you cancel a paid ride before the trip starts, we refund it in full to the card you paid with. If we couldn't find a driver, the booking closes and is refunded too. A card hold that hasn't turned into a charge is simply released.

Question 11

Where do I find my receipt?

Accepted Answer

Open the ride and choose Receipt. You can find it from your ride page, or from the private link if you booked as a guest.

Question 12

What is Crew+?

Accepted Answer

Crew+ is one van for a group going the same way, like a day program or a care home outing. You choose how many seats the trip has, from 2 to 15. The fare is split by seat, so everyone pays for their own.

Question 13

How does Crew+ work?

Accepted Answer

One person starts the trip, picks the seats and pays for their own. Then they share the trip code, like RV-4F2K. Everyone else joins with the code and pays for their seats. Once every seat is paid, we find a driver with a big enough van.

Question 14

What if the van doesn't fill up?

Accepted Answer

A Crew+ trip needs every seat paid 24 hours before pickup. If it isn't full by then, the trip closes and every paid seat is refunded.

Question 15

Can I leave a Crew+ trip?

Accepted Answer

Yes, while the trip is still filling. Open your trip and choose Leave trip, and your seats are refunded. Only the person who started the trip can cancel it for everyone.

Question 16

Do I need an account to book?

Accepted Answer

No. You can continue as a guest. We give you a private link to your ride, so keep it safe: anyone with the link can see the ride. Guests pay by card and can call their driver.

Question 17

I lost my ride link. What do I do?

Accepted Answer

Use Find my ride. Enter the ride code from your confirmation and the phone number you booked with, and we'll take you back to your ride.

Question 18

Can I add a guest ride to an account later?

Accepted Answer

Yes. Create an account and verify the phone number you booked with, and your guest rides are added to your account. Then you get trip history, saved cards and chat with your driver.

Question 19

How do I become a driver?

Accepted Answer

Create an account and apply. You upload your driver's license, vehicle inspection, background check, drug screening, CPR certificate and defensive driving certificate, and add your vehicle and photos. We review it, and once you're approved and set up for payouts, you can go online.

Question 20

Are drivers employees?

Accepted Answer

No. Drivers are independent contractors. They choose when they're online and which trips they take, and they use their own vehicle.

Question 21

What do drivers earn?

Accepted Answer

Every open trip shows what you'd earn before you take it. The amount is the fare before tax and the service charge. Payouts go to your bank account through Stripe.

Question 22

Can customers book me directly?

Accepted Answer

Yes. Every approved driver has a booking link and a QR code to share. Customers who book through it go to you first, at your own rates.

Help

Booking a ride

Payment and insurance

Crew+ shared vans

Guests and finding your ride

Driving with Rove