Terms of service

1.About Rove and these terms

Rove connects people who need a ride to a medical appointment with drivers who have the vehicles and training to help. When you book a ride, sign in or use Rove as a guest, you agree to these terms.

Rove is a booking service. Your ride is provided by an independent driver, not by Rove itself, and Rove is not a medical provider.

2.Not for emergencies: call 911

Tell us the right service when you book, and add a note about anything your driver should know. If a driver decides a trip isn't safe because the person needs more care than the service they booked, they may not be able to take it.

3.Booking a ride

You can book a ride ahead of time or, when a driver is nearby, ask for one now. Please give us correct names, phone numbers and addresses so your driver can find you.

• Choose the service that fits: Ambulatory, Wheelchair, Stretcher or Crew+.
• We serve the Phoenix area. We tell you if an address is outside it.
• A booking becomes a ride once it's paid for.
• Ride now is offered to nearby drivers one at a time. We can't promise one will accept, and we tell you if nobody does.
• You can book for someone else. Give us their name and phone number, and tell them about the ride.

4.Prices and payment

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

• A scheduled booking is held for 30 minutes while you pay. If it isn't paid by then, we let it go.
• For Ride now, we hold the amount on your card and charge it when a driver accepts.
• You pay by card. Paying with insurance is coming soon.
• Card payments are handled by Stripe. Rove never sees or stores your full card number.

5.Cancellations and refunds

You can cancel a ride any time before the trip starts, from your ride page or your private link. We ask why, so we can improve.

• If you paid, we refund the full amount to the card you paid with.
• If we were only holding your card, the hold is released and nothing is charged.
• Cancelling a round trip's first ride also cancels its ride home, unless that driver is already on the way.
• If we can't find a driver, the booking closes and any payment is refunded.
• You can change the time of a ride that hasn't started. If a driver was already assigned, they're released for the new time.

6.Crew+ shared vans

Crew+ is one van for a group going the same way. The person who starts the trip chooses how many seats it has and pays for their own. Everyone else joins with the trip code and pays for their own seats. The fare is split by seat.

• A Crew+ trip is booked ahead and goes one way.
• A driver is found once every seat is paid.
• If a trip isn't full 24 hours before pickup, it closes and every paid seat is refunded.
• If you start paying for seats and don't finish, they're held for 30 minutes and then given up.
• You can leave a trip while it's still filling, and your seats are refunded. Once the trip is confirmed, contact Rove support to make changes.
• Only the person who started the trip can cancel it for everyone.

7.Booking as a guest

You don't need an account to book. We give you a private link to your ride, and we send it to the phone number or email you gave us. Keep it to yourself: anyone who has the link can see the ride and act on it.

• If you lose the link, use Find my ride with your ride code and phone number.
• Guests pay by card and reach their driver by phone. Messaging needs an account.
• If you create an account later and verify the phone number you booked with, your guest rides are added to it.

8.Your account

You sign in with a code sent to your phone or email, or with Google or Apple. There are no passwords to remember. Keep your phone and email safe, since anyone who can read the code can sign in.

Keep your details up to date. You can delete your account at any time from your profile.

9.Riding with Rove

• Be ready at your pickup time and place. Your driver may call you when they arrive.
• Wear your seat belt, and treat your driver and other passengers with respect.
• Service animals are welcome. Tell your driver if you're bringing one.
• A driver can end a trip that isn't safe. We'll help you find another ride.

10.Drivers

Drivers on Rove are independent contractors, not employees. They choose when they go online and which trips they take, and they use their own vehicles.

• To drive, you apply and we check your driver's license, vehicle inspection, background check, drug screening, CPR certificate and defensive driving certificate.
• You can take trips once you're approved and have set up payouts.
• Each trip shows what you'd earn before you take it. Payouts are made through Stripe.
• We can remove a driver from Rove for safety reasons or if their documents expire.

11.Our responsibility

We work hard to make every ride safe and on time, but we can't promise there will never be a delay or a problem. To the extent the law allows, Rove isn't responsible for losses that come from things outside our control, like traffic, weather or a driver's change of plans. Nothing in these terms limits rights you have under the law.

12.Changes to these terms

If we change these terms in a way that matters, we'll say so here and update the date at the top. Using Rove after that means you accept the change.