GM Rides Community Guidelines

These Community Guidelines apply to all drivers using the GM Rides Driver App. They form part of your agreement with GM Rides Ltd. By accepting the Driver Terms, you agree to follow these guidelines.

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These Community Guidelines apply to all drivers using the GM Rides Driver App. They form part of your agreement with GM Rides Ltd. By accepting the Driver Terms, you agree to follow these guidelines.

1. Safe Driving

Always obey the highway code and all traffic laws.
Do not use your mobile phone while driving (hands free only where permitted).
Ensure you are well rested. GM Rides recommends no more than 10 hours of driving per day with regular breaks.
Do not drive under the influence of alcohol, drugs (including prescription medication that impairs driving), or excessive fatigue.

2. Meet & Greet at Airports (Mandatory)

For all airport pick ups, you must provide a meet and greet service.
After the flight lands, you must arrive at the terminal within 30 minutes.
You must hold a banner or sign clearly displaying the passenger's name at the arrival hall.
Parking for the first 30 minutes is included in your Net Fare (GM Rides has accounted for this). If the passenger is delayed beyond 30 minutes, you must notify GM Rides Support. Any additional waiting time and parking fees will be charged to the passenger and paid to you.

3. Cancellation & No Show Rules

You may cancel a reserved job without penalty if you cancel more than 24 hours before the scheduled pick up time.
If you cancel within 24 hours of pick up time:
- 1st occurrence: written warning
- 2nd occurrence: termination of Driver Terms
No show by driver at airport pick up (failure to arrive within a reasonable time, or failure to hold passenger name sign):
- 1st occurrence: warning
- 2nd occurrence: termination
No show by passenger:
- Wait a reasonable period (at least 15 minutes after agreed time, or as advised by GM Rides Support).
- Contact GM Rides Support to confirm no show.
- You will be paid the full Net Fare as shown in the App.

4. Professional Conduct

Be polite, respectful and helpful to passengers.
Keep your vehicle clean and in good condition.
Do not discriminate against passengers on any protected characteristic (race, gender, age, disability, religion, sexual orientation, etc.).
Do not ask passengers for personal contact details unless required for the ride (e.g., difficulty finding pick up).
Do not use offensive language or engage in aggressive behaviour.
Smoking or vaping in the vehicle is prohibited.

5. Dealing with Complaints

If a passenger raises a complaint about you, GM Rides will investigate.
Your account may be temporarily suspended during the investigation.
You will be given a written summary of the allegation and a reasonable opportunity to provide your appeal in writing.
GM Rides will notify you of the outcome. Serious complaints (e.g., safety, fraud, discrimination) will be reported to the relevant licensing authority (TfL or Wolverhampton), who may take independent action against your PHV licence.

6. Luggage and Assistance

Assist passengers with luggage where reasonably requested.
For passengers with disabilities or reduced mobility, provide reasonable assistance (e.g., folding wheelchair, extra time to board).

7. Lost Property

If you find a lost item, contact GM Rides Support with details. You may also contact the passenger directly only for the purpose of returning the item.
You may charge a reasonable fee for returning lost items (to be agreed with the passenger in advance).

8. Reporting Issues

Report any accidents, vehicle breakdowns, or serious incidents to GM Rides Support immediately.
Contact Support via:
- Phone: 020 8998 3783
- Email: info@gmrides.co.uk
- In app: contact customer service