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On this page, you’ll discover the main reasons drivers can lose access to their accounts, tips for preventing it, and what actions to take if it happens to you.
We are committed to ensuring that drivers have easy access to the Chill Out Ride platform and can get online whenever they’re ready to work. While losing account access is rare, we understand how frustrating it can be when it happens.
We take it upon ourselves to maintain fair, accurate, and transparent processes, and to build trust by doing what’s right. That’s why we’ve established these guiding principles:
Drivers should be mindful of actions that could jeopardize their access to their account.
Drivers with years of experience on the platform have earned trust from both their customers and Chill Out Ride. While Chill Out Ride takes into account factors like time spent on the platform and the number of trips completed, this is not considered for serious incidents when making decisions about account access.
If access is ever lost, Chill Out Ride will strive to communicate clearly, empathetically, and consistently, providing specific and transparent reasons for the decision, unless doing so could put other users at risk.
Except in the most severe cases, drivers should have the opportunity to request a review for any decision that results in a loss of access lasting more than 7 days and cannot be resolved independently.
Chill Out Ride should maintain a consistent approach in establishing, evaluating, and updating the standards for account deactivation and review.
While data and technology are useful tools for improving the safety and security of the Chill Out Ride platform, manual reviews will always play a role in helping to make sure drivers are treated fairly and that their accounts aren’t affected by fraudulent reports.
Whenever possible, we’ll inform a driver if they’re at risk of losing access to their account in the form of warning messages. However, there are times when we may need to remove access without warning, such as for legal or safety reasons.
Drivers should have the ability to request a review of an account deactivation and provide additional information to support their case, like audio or video recordings. That’s why we built an in-app Review Center which drivers can use to appeal their account deactivations.
We’ve established processes to identify riders who abuse our ratings or customer support systems, often with the aim of getting a refund. We work to help ensure that allegations made by these customers aren’t considered in account deactivation decisions.
The reasons why a driver might lose access to their account can include issues like expired documents or an issue with their background check.
Sometimes, drivers may also temporarily or permanently lose access of their accounts due to certain quality issues, for example, in case of unusually high rate of cancellations, pressuring customers to cancel trips and taking the trip out of the Chill Out Ride app, or pressuring customers to pay in cash or asking for extra cash outside the fare shown on the Chill Out Ride app. In such cases, we alert you multiple times before logging you out of the Driver app.
Drivers should have the ability to request that an account deactivation be reviewed and to provide evidence to support their case. That’s why we built an in-app Review Center.
Losing access, even temporarily, can be disruptive, so we review each report fairly and promptly. If there are steps to take to regain account access, we’ll include them in the message we send to the driver. Chill Out Ride’s customer support team can also be contacted for help, if needed.
Learn more below about the reasons drivers may lose account access.
Failing a Real-Time ID Check
Chill Out Ride uses Real-Time ID Check to ensure that the person driving matches the identity of the person who has passed our screening checks. The real-time photo must match their profile photo. Drivers are not permitted to share their account with or delegate it to anyone else to ensure the safety of riders.
Examples of common missteps with Real-Time ID Check
Unsafe driving
This includes reports that the driver has had a crash or traffic citation during a trip, or repeated reports of poor, unsafe, or distracted driving while using the Driver app.
Impaired or drowsy driving
This includes reports of driving while drowsy or while under the influence of alcohol, illegal drugs, or over-the-counter or prescription drugs that should not be used while operating a motor vehicle. It also includes reports of having drugs and/or open containers of alcohol in the car. Smells of alcohol or drugs—even if left by riders—can be interpreted as impairment, and Chill Out Ride can be required by law to temporarily place an account on hold while we investigate.
Altercations and harassment
Exhibiting aggressive, confrontational, or harassing behavior. This includes:
Sexual misconduct or assault
Any kind of sexual harassment, which includes sexual assault and sexual misconduct by anyone—including drivers, riders, and third parties—is not allowed while using Chill Out Ride , and may also be illegal. Sexual assault is physical or attempted physical conduct that is sexual and done without consent, such as touching, kissing, or sex. Sexual misconduct includes nonphysical behavior that is sexual or romantic and done without consent, or has the effect of threatening or intimidating someone. Chill Out Ride ’s no-sex rule prohibits sexual contact regardless of whether the driver knows the other person or receives their consent.
Wrong driver
If you are driving a vehicle from an account that does not belong to you, or you allow anyone else to drive from your profile, you might lose access to your account. This is done from a safety point of view. Riders can complain against such incidents and it might lead to losing account access.
Use of unapproved vehicles
Only vehicles or other modes of transportation associated with a driver’s profile, and that meet their city’s minimum requirements, are acceptable.
Examples of common missteps related to unapproved vehicles
Unsafe vehicles
This includes not maintaining a vehicle according to industry safety and maintenance standards. For example, not keeping brakes, seat belts, and tires in good operating condition; disregarding recalls; and ignoring dashboard warning lights.
In order for our platform to operate as properly and safely as possible, we rely on everyone who uses the Chill Out Ride platform to comply with our terms and refrain from fraudulent activities. We’re always working to prevent and detect fraud that affects everyone who uses Chill Out Ride .
Chill Out Ride relies on automated and manual systems, including reviews by fraud specialists, to detect fraudulent activity that violates our terms and conditions. In some cases, such activity may result in deactivation of a user’s account.
Fraudulent activities that may result in account deactivation include but are not limited to:
Fraudulent documents
Altered or false documents are not allowed.
Examples of common missteps related to fraudulent documents
Identity fraud
This includes a driver falsifying information, assuming someone else’s identity, sharing an account with someone else, submitting personal documents that don’t belong to them, or attempting to bypass identity verification checks.
Examples of common missteps related to identity fraud
Fraudulent duplicate accounts
Creating improper duplicate accounts is not allowed. If a driver has an issue signing into their account or using the platform, they should contact Support rather than create a duplicate account.
Financial fraud
Fraudulent financial activity includes, but is not limited to, improperly increasing the time or distance of a trip on purpose or abusing fees and promotions.
Examples of common missteps related to financial fraud
A driver can lose access to their account for:
Examples of common missteps related to discrimination
A driver can lose access to part or all of the Chill Out Ride platform for ratings that are below the minimum average rating in their city. If their rating is approaching the minimum limit, we will let them know and may share information that may help them improve their rating from riders.
Resources for drivers
Driver ratings are an average of the last 500 ratings from riders. We understand there are things out of a driver’s control that may affect their rating. We have put in place a system to exclude ratings provided by overly negative or biased riders, and ratings with feedback that are beyond a driver’s control.
