Rideshare FAQs

Rideshare is a program in which individuals will drive their own vehicle at their convenience to transport riders. Roundtrip is partnered with two of the biggest rideshare companies in the United States: Lyft and Uber. Lyft is our Preferred Partner but that we do utilize Uber in certain situations as well.

Rideshare has no restrictions on advanced notice for booking, meaning that you may book rideshare rides five minutes from the requested ride time or even weeks/months in advance! Rideshare is an on-demand service, meaning that even if a ride is booked in advance, we will not search the rideshare network for driver availability until 5-20 minutes before the ride is scheduled to be picked up (depending on your organization's settings).

Roundtrip is partnered with two of the biggest rideshare companies in the United States: Lyft and Uber. This ensures the best network coverage for areas that utilize rideshare. Lyft is our Preferred Partner but that we do utilize Uber in certain situations as well.

Lyft Health and Uber Health have different dashboards to order rides than the standard apps, and are able to have healthcare professionals order rides on the patient’s behalf. However, once the ride is booked, the drivers that pick up the ride requests are the same drivers no matter which app or dashboard the ride was requested from. Yes, Lyft Health and Uber Health have a medically trained driver option, but this is equivalent to Roundtrip’s Medical Sedan vehicle type option.

The drivers for both companies are screened appropriately to transport any rider and ensure safety - there is no difference in driver and rider safety protocols between the regular apps and Health accounts. Both ensure the highest level of safety and standards.

Roundtrip strives for all riders to have a safe, comfortable ride. For rideshare level transports, there are safety measures in place by Roundtrip as well as our rideshare partners to meet this expectation:

Our rideshare partners, Lyft and Uber, have their own protocols to ensure rider safety. Please see the links below to view each partner’s safety protocols:

Rideshare may be a good option for riders who:

Rideshare transportation is typically provided in:

Rides are fulfilled by independent drivers through Lyft or Uber.

Rideshare drivers use their personal vehicles to transport riders.

Upon driver assignment, riders may receive a text message or automated phone call with:

A second notification is typically sent when the driver arrives at the pickup location.

Rideshare rides can be booked:

Even when booked far in advance, rideshare remains an on-demand service. Driver matching generally begins 5-20 minutes before the scheduled pickup time, depending on your organization's settings.

Rideshare drivers typically wait up to five minutes after arriving at the pickup location.

If a rider may need additional time to gather belongings or travel to the pickup location, consider scheduling an earlier pickup time or selecting a higher level of transportation, such as a taxi or medical sedan, if available.

Yes.

Riders may travel with a parent, guardian, caregiver, or companion.

Typical occupancy limits are:

Many bariatric riders can ride comfortably in a standard rideshare vehicle.

If additional space is needed, an XL rideshare vehicle may be requested.

Keep in mind:

Minor riders may use rideshare when accompanied by a parent or guardian.

Unaccompanied minors should not be scheduled on rideshare transportation. When available, taxi or medical sedan transportation may be more appropriate.

Rideshare drivers are not required to:

If a rider requires hands-on assistance, a higher level of transportation may be more appropriate.

Yes.

Service animals are permitted in accordance with ADA requirements and rideshare partner policies.

Drivers should not request proof or registration for a service animal.

If a driver refuses transportation because of a service animal, contact Roundtrip Support at rideqa@roundtriphealth.com.

No.

Riders are not required to tip rideshare drivers.

Because tipping is not available through the Roundtrip platform, no tip charges are passed to your organization.

There is no specific mileage limit for rideshare trips.

Many rideshare trips exceed 100 miles and may cross state lines.

Because rideshare drivers are independent contractors, they may choose not to accept exceptionally long trips. For lengthy transports, taxi or medical sedan transportation may be a more reliable option.

Drivers are expected to transport riders to the destination provided in the rideshare application.

While some drivers may agree to destination changes during the trip, these requests are not guaranteed and may conflict with rideshare partner policies.

Rides may be canceled by:

If a driver releases a trip before arriving at the pickup location, another driver is typically assigned automatically.

If a driver cancels the ride entirely, the rider and Care Coordinator will receive a notification. The ride may then be redispatched through Roundtrip.

Cancelation fees may apply when:

The amount of any fee depends on the rideshare partner and the circumstances of the ride.

A fee may apply when:

Fee structure: Flat fee (varies by market)

A fee may apply when:

Fee structure: Dynamic fee based on the driver's travel distance to the pickup location