Your Ride. Your Vibe. Respect the Journey.
JumpIn LLC operates a transportation technology and dispatch platform that connects riders with independent transportation providers. This Rider Policy explains the standards riders must follow when creating an account, requesting transportation, communicating with drivers, and using services available through the JumpIn platform.
By accessing or using JumpIn, you agree to follow this policy, the JumpIn Terms of Use, Privacy Policy, applicable program rules, and all applicable laws.
Riders must provide accurate, current, and complete account information.
You may not:
• Create an account using another person’s identity.
• Allow unauthorized individuals to use your account.
• Create duplicate or fraudulent accounts.
• Manipulate promotions, referrals, fares, payments, or platform features.
• Use the platform for illegal, deceptive, or harmful activity.
Riders are responsible for protecting their login information and promptly reporting suspected unauthorized account access.
JumpIn provides technology that connects riders with independent transportation providers. JumpIn does not own every vehicle, employ every driver, or directly provide every transportation service displayed through the platform.
Drivers independently determine when they are available and whether to accept or decline a transportation request. Availability, pickup times, vehicle types, routes, and completion of requests are not guaranteed.
Riders must enter accurate pickup and destination information and select a vehicle category that can legally and safely accommodate all passengers and belongings.
Before entering a vehicle, riders should verify:
• The driver’s name and photograph.
• The vehicle make, model, color, and license plate.
• That the trip displayed in the app matches the requested trip.
• That the number of passengers does not exceed the vehicle’s lawful capacity.
Do not enter a vehicle when the driver or vehicle information does not match the information shown through JumpIn. Move to a safe location and contact JumpIn support if something appears incorrect.
Available fares, fees, subscriptions, and pricing features will be displayed through the JumpIn platform before confirmation whenever practical.
Eligible riders may use Pick Your Own Price within the limits displayed by the platform. A proposed price is an offer—not a guarantee that a driver will accept it. Drivers may accept or decline requests based on their independent judgment.
Additional charges may apply when disclosed through the platform, including waiting time, tolls, cleaning costs, damage, cancellation fees, special programs, or requested changes to the original trip.
Riders should review all pricing information before confirming a request.
Riders must maintain a valid authorized payment method and may not use stolen, fraudulent, expired, or unauthorized payment information.
Unless the platform expressly authorizes another method, payments must be completed through JumpIn. Riders should not make unauthorized off-platform payments.
Tips are voluntary. Tips designated for drivers are intended for the driver, subject to payment-processing adjustments, reversals, fraud investigations, or applicable law.
Questions about a fare or charge should be reported promptly through JumpIn support. Filing a knowingly false payment dispute or chargeback may result in account restriction.
Riders should:
• Be ready at the confirmed pickup location.
• Select a lawful and reasonably safe pickup point.
• Monitor driver communications and arrival information.
• Avoid requesting pickup where stopping is prohibited or dangerous.
• Notify the driver through the platform when reasonable assistance is needed.
Cancellation fees may apply when disclosed through the platform, including when a rider cancels after a driver has accepted or traveled toward the pickup location, cannot be located, is not ready within the applicable waiting period, or creates unsafe conditions.
A rider may cancel when:
• The driver or vehicle does not match the platform information.
• The driver requests an unauthorized payment.
• The vehicle appears unsafe or unsanitary.
• The driver behaves threateningly, discriminatorily, or inappropriately.
• The driver appears impaired.
• The rider reasonably believes continuing would be unsafe.
Immediate threats should be reported to 911.
Every occupant must use an available seat belt. One passenger may occupy each seating position equipped with a seat belt.
The rider or accompanying parent or guardian is responsible for providing and correctly installing any child safety seat, booster seat, harness, or other child-restraint system required by law unless JumpIn expressly offers a separate service that provides one.
A driver may refuse or cancel a trip when:
• A legally required child restraint is unavailable.
• A rider refuses to wear a seat belt.
• The number of occupants exceeds lawful capacity.
• A child cannot be transported lawfully and safely.
Riders and their guests must treat drivers, other passengers, JumpIn personnel, and the public with dignity and respect.
The following conduct is prohibited:
• Violence, threats, stalking, intimidation, or harassment.
• Sexual misconduct or unwanted physical contact.
• Discrimination based on any characteristic protected by law.
• Abusive, hateful, threatening, or sexually explicit language.
• Damaging, vandalizing, or intentionally soiling a vehicle.
• Smoking or vaping inside a vehicle.
• Consuming illegal drugs or possessing unlawful substances.
• Carrying unlawful weapons or dangerous materials.
• Distracting the driver or interfering with vehicle operation.
• Pressuring a driver to speed, drive illegally, or stop in an unsafe location.
• Opening doors or exiting before the vehicle is safely stopped.
• Recording or photographing a driver unlawfully.
• Requesting illegal transportation or delivery activity.
• Attempting to transport more passengers than the vehicle allows.
The account holder is responsible for the behavior of guests and minors traveling under the account holder’s request.
JumpIn supports responsible transportation; however, drivers are not required to transport a person whose behavior creates a legitimate safety, medical, or security concern.
A driver may refuse or cancel when a rider is:
• Violent, threatening, aggressive, or uncontrollable.
• Unable to communicate or follow basic safety instructions.
• Unconscious or experiencing a suspected medical emergency.
• Vomiting or likely to create a hazardous condition.
• Attempting to bring open alcohol into the vehicle where prohibited.
• Endangering themselves, the driver, the vehicle, or the public.
Call 911 when someone appears to require emergency medical assistance. JumpIn and participating drivers do not provide emergency medical care.
Riders must avoid leaving trash, spills, bodily fluids, stains, odors, or damage inside a vehicle.
A rider may be charged a reasonable cleaning or damage fee when supported by available documentation and permitted by the platform terms and applicable law.
Riders should inspect the vehicle before leaving. JumpIn and drivers are not responsible for items left behind except as required by law. Lost-property recovery is not guaranteed, and reasonable return expenses may apply when disclosed.
JumpIn is committed to respectful access and nondiscrimination.
Drivers and riders must comply with applicable service-animal, disability-access, and antidiscrimination requirements. Riders traveling with a service animal should not be denied solely because of the service animal when the law requires accommodation.
Riders may identify reasonable accessibility needs through available support or platform features. JumpIn will evaluate requests consistent with applicable law, available resources, vehicle capabilities, and legitimate safety requirements.
Riders are responsible for ensuring that belongings can be transported lawfully and safely without blocking the driver’s view, interfering with controls, exceeding vehicle capacity, or creating a hazard.
A driver may refuse items that are:
• Illegal, stolen, explosive, flammable, toxic, or dangerous.
• Too large or heavy for the vehicle.
• Likely to damage or contaminate the vehicle.
• Improperly secured.
• Prohibited by law or platform rules.
Riders should disclose unusually large items, mobility equipment, pets, or other transportation needs before pickup when possible.
Pets that are not legally protected service animals may be accepted or declined according to available service options and the independent driver’s reasonable vehicle rules.
Non-service animals should be properly controlled and transported in an appropriate carrier when required. Riders are responsible for cleaning or damage caused by their animals.
Home Safe + Vehicle is a specialized safety program subject to separate eligibility, pricing, and operating rules.
For safety reasons:
• The client must ride in the designated JumpIn vehicle.
• The client does not ride inside their own vehicle.
• An authorized participating team member may transport or follow with the client’s vehicle according to program procedures.
• The client must provide lawful access to the vehicle and accurate destination information.
• The client’s vehicle must be legally operable unless the program expressly approves another arrangement.
Service may be refused or canceled when the client:
• Refuses to ride in the JumpIn vehicle.
• Is violent, threatening, medically unstable, or unable to follow safety instructions.
• Refuses to provide lawful vehicle access.
• Provides inaccurate or misleading information.
• Attempts to add unauthorized passengers.
• Creates conditions that make transportation unsafe or unlawful.
Home Safe + Vehicle is not an ambulance, medical transportation service, towing service, or substitute for emergency assistance.
JumpIn may process account, trip, location, communication, device, payment, and safety information as described in the JumpIn Privacy Policy.
Riders may use driver information only for legitimate trip, safety, support, or legal purposes. Rider access to driver information does not authorize publication, harassment, stalking, commercial use, or social-media posting.
Audio or video recording must comply with applicable notice, consent, and privacy laws.
For an immediate emergency, accident, crime, medical crisis, or active threat, call 911 first.
Riders should promptly report:
• A driver or vehicle that does not match the platform.
• Suspected impairment or reckless driving.
• Harassment, discrimination, threats, or sexual misconduct.
• An accident, injury, or dangerous vehicle condition.
• Unauthorized charges or payment requests.
• Suspected fraud, account misuse, or privacy violations.
Reports should be truthful and include available relevant information. Knowingly submitting a false or retaliatory report is prohibited.
JumpIn may review reported safety concerns, fraud, payment issues, policy violations, unlawful conduct, or misuse of the platform.
Depending on the circumstances, JumpIn may provide education, warnings, payment adjustments, temporary restrictions, or account removal. Immediate restriction may occur when reasonably necessary to protect drivers, riders, the public, or the platform.
When practical and legally appropriate, riders may contact JumpIn to provide relevant information or request review of an account decision.
JumpIn may update this policy to reflect changes in platform operations, safety practices, services, or applicable law. Material changes will be communicated through reasonable means.
This Rider Policy supplements the JumpIn Terms of Use, Privacy Policy, program-specific rules, and other applicable agreements. Applicable law and the controlling agreement govern if provisions conflict.
For account assistance, policy questions, accessibility requests, payment concerns, or non-emergency safety reports:
Email: JumpIn@jumpin.vip
Telephone: 315-777-8400
For emergencies or immediate danger, call 911.