[email protected] Users Guidelines, General Information and Additional Terms/Policies

Information Guide to assist [email protected] Users

Background

[email protected] User App (‘User App’) is a web-based application that connects travellers with on-demand transport service providers using various third party transport service providers with whom we have contract arrangements. Travel options include shared ride, point to point, or in a wheelchair accessible vehicle.

If you are an individual, you must be at least 18 years of age to apply for a [email protected] User account. Travellers using the User app are referred to as Users, or passengers.

The User App is designed for use on smartphones only.

[email protected] User Terms and Conditions

By registering with the User App you agree to accept and abide by the terms and conditions of service. To view the terms and conditions online, visit the [email protected] website, http://www.dart.org.au.

Accessing the services

Register with User App via Android or iOS

Registration is free. To register, you will need an iOS or Android smartphone with an active data connection. The User App is Facebook and Google enabled.

To register, download the User App for iOS or Android, and complete the registration process including credit card details to enable payment.

You will be able to travel as soon as your information is verified. If your details are correct, approval is almost instantaneous.

You will receive a confirmation text or email when registration is complete.

Downloading the User App

The User App runs on Apple iOS and Google Android.

Search for and download the User App from the appropriate store for your phone.

Creating a User account

To create an individual [email protected] User account, you need to be at least 18 years of age, and register for and maintain an active user account. You will also need to agree to our terms and conditions and our privacy statement.

NOTE: Passengers over 12 and under 18 years of age can travel unaccompanied provided their parent or guardian account holder has either booked their travel or authorised another account

holder to do so. See [email protected] Additional Terms/Policies at the end of these Guidelines for further information.

To set up your User account, you will need to provide the following information:

  • Name
  • Current email address
  • Mobile Phone number
  • Credit card number
  • A clear, passport-style photo of yourself, face-only. You can use a selfie from your
  • Review and tick to accept our terms and conditions and our privacy
  • Once submitted, [email protected] will confirm your registration via SMS/
  • Once submitted, you will receive a passcode by SMS to confirm your mobile phone
  • Enter and confirm the passcode to complete your account

After you provide this info, we’ll send an email to confirm your account registration. Once you confirm, you will be able to use your User App to request a trip.

Important: You agree to notify us immediately of any breach in secrecy of your username or password. If you have any reason to believe that your account information has been compromised or that your account has been accessed by a third party, you must immediately notify [email protected] at [email protected].

You must not authorise third parties to use your Account.

Help with creating an account

First, make sure that you have downloaded the current version of the User App.

If you have any other issues signing up, contacting us by email at [email protected]

How to book a [email protected] trip

In order to use [email protected] for transport, you must have location services turned on in your device. Open the User App and choose:

  • Where you want to get to
  • How you want to travel (shared ride, point to point)
  • When you want to travel
  • The User App will generate an approximate fare for you based on this information, and then prompt you to
  • Press ‘accept’, and [email protected] will match you with the best service to meet your travel needs subject to driver
  • Once your request has been allocated, you will be sent a notification advising you of your driver’s details and the estimated time of pick The map will provide you with your driver’s location.
  • [email protected] does not have surge

At the end of your trip:

  • Payment is made from your registered credit card only, through a secure For security reasons, cash is not accepted.
  • You will be emailed a receipt for the
  • The User App will prompt you to rate your driver from 1 to 5 Drivers are also prompted to rate passengers. (The driver does not see the rating provided by any individual passenger, only the aggregate rating from their total trips.)
  • Check that you have collected all belongings before you exit the

Trip fare estimate

A fare estimate is displayed when you request a trip. The User App will identify the optimum route to facilitate your journey. Once you have received your fare estimate, you are able to confirm your booking.

Any local or state-based service levies and taxes (such as the Victorian Commercial Passenger Vehicle Service Levy of $1.05 per trip), road tolls and federal taxes (GST), are automatically included in the fare estimate.

If you do not wish to pay toll road charges, please advise your driver upon entering the vehicle. The driver will identify an appropriate alternative route.

If you wish an alternative route to be taken, the driver must be notified as soon as practical. The driver will follow the route subject to safety and legal obligations. The fare will reflect the cost of taking the alternative route.

Estimated Time of Arrival (“ETA”)

When you confirm your booking, the User App will show the estimated time of arrival (ETA) of the vehicle at your chosen pickup point.

When you start your trip, the User App shows the ETA for your destination. It is an estimate only, and may vary depending on unexpected traffic conditions or roadworks.

Changing drop off point during trip

If there is to be a change to the drop off point, the driver needs to be advised as soon as practical. The driver will progress to the new destination and the fare will reflect the cost of continuing to the new destination.

Booking a trip in advance

You can book the time and date of a trip up to 2 days in advance.

To book a trip in advance, use the clock on the top right hand side of the User App. As with normal trips, select the pick up address and destination.

Pick the date and time of the trip when booking the trip on the User App. Choose the trip type (shared ride or point to point).

To finish booking the trip, press the schedule button at the bottom of the screen.

At the time of the scheduled trip, you will be notified when a vehicle has been assigned.

If no vehicle is available, a notification will be sent by SMS/in app messaging via the User App.

Booking a specific type of vehicle

[email protected] may be able to match a passenger with a type of vehicle, e.g. car, minibus, or wheelchair-enabled vehicle; but is not able to match a passenger with any specific vehicle. Vehicle type can be selected during the booking process.

Recognising your Driver and Vehicle

When your request is matched with a driver, you will be sent the drivers details including their name, vehicle colour, type and registration, and where possible, a photo. To ensure both your and driver safety, the driver will always ask for your name at the pick-up location.

When using a [email protected] Transport Service Provider who employs their own staff drivers, you will receive vehicle information upon booking confirmation, and the driver will have their driver accreditation number and photo clearly displayed in the vehicle throughout the duration of the trip.

Contact the driver

Once a trip is booked you can contact the driver by text or email via in-app functionality.

Booking a specific driver

The User App is not able to match travel requests with particular drivers.

Requests for travel will be accepted by the first driver who responds to the request, assuming their ability and willingness to provide transport is also accepted by the requester.

How is the fare calculated?

The fare is calculated on a combination of time and distance for the route travelled, plus any chargeable waiting time. Any local or state based service levies and taxes (such as the Victorian Commercial Passenger Vehicle Service Levy of $1.05 per trip), and road tolls, are automatically included in the fare.

How is the payment transacted?

The credit card linked to your [email protected] account will be debited through a secure server once the driver has marked the trip as completed. For security reasons, cash is not accepted. You will automatically be emailed a receipt for the journey.

Repair or Cleaning Fees

You shall be responsible for the cost of repair for damage to, or necessary cleaning of, third party provider vehicles and property resulting from use of the Services under your Account in excess of normal ‘wear and tear’ damages and necessary cleaning (‘Repair or Cleaning’). Cleaning costs also apply to animal soiling.

In the event that a third party provider reports to [email protected] the need for Repair or Cleaning, and such Repair or Cleaning request is verified by [email protected] in [email protected]’s reasonable discretion, [email protected] reserves the right to facilitate payment for the reasonable cost of such repair or cleaning on behalf of the third party provider using your payment method designated in your Account. Such amounts will be transferred by [email protected] to the applicable third party provider and are non-refundable.

Tolls and surcharges

Additional charges may apply to your requested trip, including tolls, airport fees, state levies, taxes, or other fees. These charges are automatically added to the fare estimate and bill. Federal GST (10%) applies to all transactions. The Victorian Government’s Commercial Passenger Vehicle Service Levy of $1.05 per trip applies to all commercial passenger vehicle trips, but not trips taken by bus.

Trip receipt

You will automatically be sent a receipt by email upon the end of a journey.

You will also be able to access your ride history through the User App. Select the menu function in your User App and open the history tab. This will list all completed and cancelled trips. Clicking on each individual ride will provide you with the trip details and receipt.

Promotional Codes

When Promotional Codes are available, information about them will be provided by [email protected] via the User App.

General Information

Privacy

The privacy of all information collected by [email protected] in order to provide our services is extremely important to us. The [email protected] Privacy Policy sets out the way [email protected] collects, handles, uses and discloses personal information in connection with the Services. To view our Privacy Policy, visit the [email protected] website, http://www.dart.org.au.

Access to information [email protected] holds about you

For security purposes, if you contact us to request access to your personal information, you will need to provide us with enough information to enable us to verify your identity. Depending on the nature of the request, we may ask you to complete a form and in some cases, as permitted by law, we may charge you a service fee for providing this information. Where we charge a fee, this will be to cover costs such as postage or materials involved in providing you with access to your information. We will inform you of any relevant charges at the time of your request. We will generally provide you with access to your personal information that we hold about you, but sometimes that will not be possible, in which case, we will give you a written notice explaining why.

If you believe that any information we hold about you is inaccurate we ask that you contact us to let us know. You can contact [email protected] We will take reasonable steps to correct your

information, but if we don’t correct your personal information we will give you a written explanation as to why.

Contact information

To contact [email protected], please email [email protected] (accessible via app or online).

Media enquiries

Email – [email protected] (accessible via app or online).

Complaints

If you wish to raise a complaint with [email protected], please email – [email protected] (accessible via app or online). [email protected] has a Complaint Handling Policy on its website: http://dart.org.au.

We will promptly acknowledge your complaint, investigate it and determine the steps we will undertake to resolve your complaint within a reasonable time. We will contact you if we require any further information and will provide you with our determination once it is made.

Additional Terms/Policies

Unaccompanied riders between 12 and 18 years of age

You (the account holder) can only arrange transportation services for unaccompanied minors if they are between the ages of 12 and 18 (inclusive) and either you are their parent or guardian or you have written authority of such parent or guardian.

Cancellation and waiting time fee policy

You may be charged a fee:

  1. If you cancel the trip more than 5 minutes after the request for transport has been accepted by the (Cancellation fee)
  2. If the driver cancels after waiting at least 5 minutes at the pickup (Cancellation fee)
  3. If the driver is left waiting at the pickup between 2-10 (Waiting time fee)

Whilst drivers retain the right to cancel an accepted request for transportation services via the Driver App, drivers cannot cancel an accepted request for transportation services via the Driver App prior to arriving at the pickup location unless the driver is prevented from doing so for reasons outside his or her control, for example, he or she has been involved in a road traffic accident.

Assistance Animals

Assistance animals are able to accompany their owner in a vehicle contracted to [email protected], just as in a taxi.

Any other animals that travel in the vehicle must be appropriately enclosed in a container that can be considered as “carry-on luggage” and can easily fit within the rear of the vehicle or boot at the discretion of the driver.

You will be responsible for any reasonable cleaning required as a result of the journey, including animal soiling by assistance animals. Cleaning costs will be deducted directly from your account, and you will be issued an appropriate receipt.

It is suggested that passengers transporting an animal supply a suitable waterproof under-sheet to reduce the chance of an animal soiling the vehicle and incurring potentially expensive cleaning costs.

Child restraints

If a child restraint, booster seat or harness is required, you must supply the same for the child or children, it must be compliant with all relevant laws, current standards and appropriate for the child’s size and weight.

The child’s parent or guardian is responsible for fitting of these items, and a maximum of two restraints may be fitted per vehicle.

For more information see:

https://www.vicroads.vic.gov.au/safety-and-road-rules/vehicle-safety/child-restraints

Lost property

If you think you have left an item behind, please let us know by emailing details and, if possible, a photo to [email protected]

We will help connect you with the driver or transport service provider to check the vehicle, and, if your property is found, so that the two of you can arrange a mutually convenient time and place for its return.

April 2023
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