Introducing Delayed Ride Guarantee

Summary

Delayed Ride Guarantee is launching in selected cities to increase a driver’s fare when a ride takes longer than the estimate shown in the offer card. After pickup, a ride that runs at least five minutes beyond the original estimate receives an automatic adjustment for driving time from pickup to drop-off, shown on the trip receipt. Wait-time fees, tips, and trip-change rules remain separate: rider-added stops are recalculated using time and distance rates, while unnecessary long detours do not qualify. The policy is intended to protect drivers from delays outside their control, but it excludes New York City, Washington state, Oregon state, and the listed products, including Hourly, Intercity, Connect, Rentals, High Capacity Vehicles, specified Taxi rides, and Matched Share Rides.

Takeaways

1. 1

   The guarantee applies only to driving time between pickup and drop-off; waiting for a rider remains covered by the existing wait-time fee.

2. 2

   Rider-added stops after pickup do not count toward the guarantee, and the fare is recalculated using time and distance rates.

3. 3

   The policy excludes New York City, Washington state, Oregon state, and products including Hourly, Intercity, Connect, Rentals, High Capacity Vehicles, specified Taxi rides, and Matched Share Rides.