JUMPIN SUPPORT

Real People. Real Help. When You Need It.

The JumpIn support team is here to assist riders and independent transportation providers with account questions, ride concerns, payments, safety reports, app issues, and JumpIn programs.

HOW CAN WE HELP?

Rider Support

Contact us for help with:

• Creating or accessing your rider account

• Requesting, changing, or canceling a ride

• Driver or vehicle information

• Fare, payment, tip, or receipt questions

• Pick Your Own Price

• Platinum subscription features

• Lost property

• Cleaning or damage charges

• Accessibility requests

• Rider Policy questions

Driver Support

Independent drivers may contact us for assistance with:

• Driver applications and account access

• License, registration, insurance, and inspection documents

• Vehicle approval or account updates

• Stripe connection and payout questions

• Ride requests and trip concerns

• Driver ratings or reports

• Safety incidents

• Driver Policy and platform standards

• Account restrictions or review requests

HOME SAFE + VEHICLE SUPPORT

Contact JumpIn with questions about:

• Program eligibility

• Booking and pricing

• Client and vehicle transportation procedures

• Driver requirements

• Cancellations

• Safety concerns

• Lost keys or vehicle-access issues

Home Safe + Vehicle is not an ambulance, medical transportation service, towing service, or substitute for emergency assistance.

PAYMENT AND BILLING SUPPORT

When reporting a payment concern, provide:

• The name and telephone number connected to your account

• The date and approximate time of the transaction

• The ride or transaction reference, if available

• A brief explanation of the charge

• Relevant screenshots that do not expose complete card numbers or passwords

Never email complete payment-card information, passwords, authentication codes, Social Security numbers, or other highly sensitive information.

LOST PROPERTY

If you believe an item was left inside a vehicle, contact JumpIn as soon as possible and provide:

• Your name and account telephone number

• The date and approximate time of the ride

• Pickup and destination information

• A detailed description of the item

JumpIn will make a reasonable effort to help connect you with the driver. Recovery and return of lost property cannot be guaranteed. Reasonable return expenses may apply when disclosed.

SAFETY SUPPORT

Contact JumpIn promptly to report:

• A driver or vehicle that did not match the app

• Unsafe or reckless driving

• Suspected impairment

• Harassment, threats, discrimination, or inappropriate conduct

• An accident or injury

• An unsafe pickup or destination

• Unauthorized payments or suspected fraud

• Privacy or account-security concerns

Provide accurate information and preserve relevant trip details, messages, photographs, or screenshots.

EMERGENCIES

JumpIn support is not an emergency-response service.

If someone is in immediate danger, a crime is occurring, a person needs urgent medical assistance, or there is an active threat, call 911 first. Contact JumpIn after reaching a safe location.

CONTACT JUMPIN

Email: JumpIn@jumpin.vip

Telephone: 315-777-8400

When contacting support, include your name, the telephone number connected to your account, and a short explanation of what happened. Do not include passwords, security codes, or complete payment-card information.

Our team will review your request and respond as soon as reasonably possible. Response times may vary depending on the nature, complexity, and urgency of the request.

YOUR RIDE. YOUR VIBE.

JumpIn is committed to providing a community-first platform built around transparency, accountability, respect, safety, and hope. Whether you are riding, driving, or simply need an answer, we are here to help move the community forward together.