Mission Statement:

At Veloxy CareRide, we are committed to providing a safe, reliable, and compassionate transportation service to seniors and cancer patients. Our goal is to ensure that our riders feel supported, comforted, and cared for throughout their journeys.

Code of Conduct:

1. Respect and Kindness: Treat all riders, drivers, and fellow passengers with respect, kindness, and compassion.
2. Cleanliness: Maintain a clean and tidy vehicle interior at all times. Dispose of trash properly and keep the vehicle clean for the next passenger.
3. Communication: Be respectful of other passengers' personal space and noise levels. Keep phone calls and conversations private and avoid loud noises that may disturb others.
4. Safety: Follow all safety protocols, including wearing seatbelts and keeping electronic devices away from wet or flammable areas.
5. Health and Hygiene: Wash your hands regularly, cover your mouth when coughing or sneezing, and avoid sharing personal items to prevent the spread of illness.

Rider Expectations

1. Punctuality: Arrive at the scheduled pick-up location on time or notify us if you will be late.
2. Communication: Inform us if you have any special requests or needs, such as extra assistance or accommodations.
3. Cooperation: Be respectful of the driver's instructions and requests to ensure a safe and efficient journey.
4. Feedback: Provide constructive feedback to help us improve our services.
5. Seatbelts: Every driver and every rider—including those in the back seat—should always buckle up. Riders should request a vehicle that has enough seat belts for everyone in their party. Drivers can decline a ride if there are not enough seat belts in their vehicle for every rider.

Driver Expectations

1. Professionalism: Conduct yourself in a professional manner at all times, maintaining a high level of respect and courtesy towards riders.
2. Timeliness: Arrive at pick-up locations on time and be prepared to depart promptly.
3. Safety Focus: Ensure the vehicle is in good working condition, follow traffic laws, and maintain a safe driving record.
4. Discretion: Maintain confidentiality regarding rider medical information and personal affairs.

Veloxy CareRide Rules

1. No Smoking: Veloxy CareRide vehicles are smoke-free zones.
2. No Food or Drink: Eating or drinking is not permitted in the vehicle unless prior approval is given by the driver.
3. No Pets: No pets are allowed in Veloxy CareRide vehicles unless they are service animals with proper documentation.
4. No Firearms: No firearms or dangerous weapons are permitted in Veloxy CareRide vehicles.

Emergencies

In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Veloxy. Additionally, we’ve made accessing in-app safety help easier with the in-app Safety Toolkit, where riders and drivers have access to the emergency button, can report safety incidents while on a trip, and share ride information with friends and loved ones.

We take threats of suicide and self-harm seriously and may reach out to authorities to request a wellness check if we receive notification that there is an imminent risk of self-harm. For public emergencies, Veloxy may take additional measures to try to preserve the safety of our platform, including but not limited to natural disasters, public health emergencies, and public crisis situations.

Complaint Resolution

If you have a concern or complaint about your experience with Veloxy CareRide, please contact our customer service team at support@veloxy.care. We value your feedback and will work to resolve issues promptly and fairly.

Acknowledgement

By using Veloxy CareRide services, you acknowledge that you have read, understood, and will comply with these community guidelines.

Review and Revision

These guidelines are subject to review and revision at any time without notice. It is your responsibility to stay informed about changes to these guidelines.

How Veloxy Enforces Our Guidelines

If you violate any terms of your contractual agreement(s) with Veloxy, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Veloxy to you from time to time, you can lose access to all or part of the Veloxy CareRide Platform. If you have more than one Veloxy CareRide account, such as a rider account and a driver account or business account, violating the Community Guidelines could also lead you to lose access to all Veloxy CareRide accounts. If you believe an error caused you to lose access to your account, you may contact the Veloxy Support team at support@veloxy.care.

Veloxy CareRide receives feedback through a variety of channels, reviews reports submitted to our Support team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behavior, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete. Not following any one of our guidelines may result in the loss of access to all or part of the Veloxy CareRide Platform. This can include reported violations of our Community Guidelines and certain actions you may take outside of the Veloxy CareRide Platform, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the Veloxy community, our employees, and contractors, or cause harm to Veloxy’s brand, reputation, or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Veloxy CareRide Platform. Any behavior involving discrimination, violence, sexual misconduct, harassment, fraud, or deceptive, illegal, or unsafe activity, while using the Veloxy CareRide Platform can result in the immediate loss of access to the Veloxy CareRide Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Guidelines for Law Enforcement Authorities for the US. Lastly, all drivers wanting to use the Veloxy CareRide Platform undergo a screening process, including motor vehicle record and criminal background checks. A driver will lose access to their Veloxy account(s) if a motor vehicle record check, criminal background check, or other check uncovers a matter relevant to their use of the Veloxy CareRide Platform in violation of criteria required by local regulators.

Thank you for choosing Veloxy CareRide! We appreciate your cooperation in helping us create a safe, respectful, and caring environment for all our riders.