Safety & policies – Help Center

Contacting Support

If you have questions or concerns, you can reach HopSkipDrive support by phone or email:Phone: 844-HOP-SKIP (844-467-...
Rider Code Word

The code word is one of the ways we keep Riders safe. When the CareDriver arrives, they will say code word to your ri...
Rider Behavior

To ensure the safety and comfort of Riders and CareDriver, we ask Riders to follow these behavior guidelines while on...
What is the Emergency Contact Plan in the Case of a Natural Disaster?

We have a Safe Ride Specialist available at all times that a child is in transit. If a caregiver has any concerns or ...
How Do I Submit a Complaint?

Below you will find information about how to submit a complaint to HopSkipDrive directly or to the relevant state age...
Lost Items

If a rider left a personal item in a vehicle, please contact HopSkipDrive at support@hopskipdrive.com or (844) 467-75...
When is HopSkipDrive Open?

HopSkipDrive can help you get your riders where they need to go seven days a week, except for the specific holidays l...
Are there Minimum Criteria for Riders to be Eligible to Use HopSkipDrive?

Riders must be able to adhere to the HopSkipDrive Community Guidelines, which require that riders: Be a minimum of 6...
The Rider Support Line

Note: this feature is currently available in select areas only. Riders with a phone number on their profiles have acc...
Can I Meet the CareDriver Before They Drive my Child?

HopSkipDrive is not able to facilitate a meeting with the CareDriver before the ride.When a CareDriver is matched wit...
What Are HopSkipDrive’s Community Guidelines?

HopSkipDrive Community Guidelines were developed with CareDrivers and riders in mind and help ensure a safe, smart, a...
HopSkipDrive Information Security

At HopSkipDrive, safety is everything, and that extends to the security of your data. We're proud to have achieved a ...
Do You Monitor Cell Phone Use During the Ride?

HopSkipDrive monitors CareDriver driving behavior, including cell phone usage. HopSkipDrive has a zero-tolerance poli...
Snow Days and School Closures

When there is inclement weather that creates unsafe driving conditions, HopSkipDrive may declare a snow day and cance...
Are There Rules of Conduct for CareDrivers?

All platform users are expected to follow HopSkipDrive Community Guidelines when accessing or using the HopSkipDrive ...
How Does HopSkipDrive Use my Rider Information?

When you set up an account for your rider, HopSkipDrive will ask for certain identifying information. This informatio...
Can my rider bring a friend if there's room in the car?

For safety reasons, CareDrivers can only drive scheduled riders listed in the HopSkipDrive app. No additional passeng...
Can a Rider Travel With a Service Animal?

All HopSkipDrive CareDrivers are required by law to accommodate service animals.A CareDriver may ask two questions to...
What if My Rider Has to Use the Restroom During a Ride?

For safety reasons, CareDrivers are not allowed to make any unscheduled stops during a ride. We recommend riders use ...
What happens if my rider damages or soils a CareDriver's car?

Per our Terms of Use, if your rider damages a CareDriver’s car, Ride Organizers will be responsible for the cleaning ...
Is HopSkipDrive Insured?

Yes. In fact, our coverage exceeds regulatory requirements. We have unique insurance specifically designed for drivin...
What If There is an Accident?

In the case of an accident, CareDrivers are instructed to pull to the side of the road and call the authorities, emer...
What Are CareDrivers Instructed to Do if a Rider Misbehaves or Gets Sick?

CareDrivers are instructed to pull over if they feel that the events taking place in the car need their immediate and...
What Happens If My Rider Is Late?

If you know that your Rider will be late to pickup for a ride, please communicate this as soon as possible. If there ...