HOVR Driver Code of Conduct

Membership is a privilege not a right. You have earned the ability to become a member due to your commitment to providing a good service. By upholding the membership code of conduct and maintaining an active membership with HOVR, you will remain eligible to earn 100% of all fares you receive from the platform.

1. Safety First

  • Compliance with Traffic Laws: All HOVR drivers must strictly adhere to all traffic laws and regulations. This includes speed limits, seatbelt usage, and prohibitions against impaired or distracted driving.
  • Vehicle Maintenance: Drivers are responsible for ensuring their vehicles are in excellent working condition. Regular maintenance checks should be conducted, and any issues should be promptly addressed.
  • Passenger Safety: Ensuring the safety of passengers is paramount. Drivers must ensure that all passengers are seated with seatbelts fastened before the vehicle is in motion.

2. Professional Behaviour

  • Courtesy and Respect: Treat all passengers with the utmost courtesy and respect. This includes being polite, friendly, and accommodating.
  • Punctuality: Arrive at pickup locations on time and provide timely updates to passengers in the event of delays.
  • No Discrimination: Provide service without regard to race, religion, national origin, gender, gender identity, sexual orientation, disability, or any other characteristic protected by law.

3. HOVR Hospitality Standards

  • Cleanliness: Maintain a clean and hygienic vehicle at all times. The interior and exterior should be spotless before picking up any passengers.
  • Comfort: Ensure that the vehicle’s temperature is comfortable for passengers and that any additional amenities (water, phone chargers, etc.) are available.
  • Professional Appearance: Dress in a professional manner. This includes wearing clean, neat clothing and avoiding overly casual attire.

4. Driver Composure

  • Calm Demeanor: Maintain a calm and composed demeanor at all times, even in stressful situations.
  • Conflict Resolution: Handle any conflicts or disputes with passengers calmly and professionally. Avoid escalating situations and seek peaceful resolutions.
  • No Aggressive Driving: Avoid aggressive driving behaviors such as tailgating, honking excessively, or making rude gestures.

5. Representation of HOVR

  • On-Duty Behavior: When on duty and displaying HOVR branding, drivers must conduct themselves professionally. This includes avoiding loud music, inappropriate language, and any actions that may reflect poorly on HOVR.
  • Off-Duty Behavior: Even when off duty, if HOVR branding is visible, drivers should avoid behaviors that could negatively impact the company’s reputation. This includes parking responsibly and refraining from any illegal activities.
  • Community Engagement: Engage positively with the community, helping to foster a sense of trust and reliability in the HOVR brand.

6. Commitment to Continuous Training and Growth

  • Ongoing Training: Participate in regular training sessions provided by HOVR to stay updated on best practices, safety protocols, and hospitality standards.
  • Skill Development: Actively seek opportunities to improve driving skills, customer service abilities, and overall professionalism.
  • Feedback and Improvement: Be open to receiving feedback from passengers and HOVR management. Use this feedback constructively to improve service quality.

7. Standards of the Limousine and Taxi Industry

  • Professional Etiquette: Emulate the high standards of the limousine and taxi industries by maintaining a high level of professionalism, confidentiality, and customer service.
  • Reliability: Ensure reliability by being dependable and consistent in providing high-quality service.
  • Commitment to Excellence: Strive for excellence in all aspects of service, going above and beyond to exceed passenger expectations.

8. Spread of Disinformation

  • Accuracy of Information: Drivers must refrain from spreading false information about HOVR, its services, or any individuals associated with HOVR. This includes both verbal communication and digital platforms.
  • Consequences: The spread of disinformation is grounds for immediate investigation and may result in severe penalties, including suspension or permanent dismissal from the HOVR platform.

Grounds for Dismissal and Cancellation of Membership

Offenses and Penalties

  • Minor Offenses:
    • Examples: Tardiness, minor traffic violations, or minor breaches of the Code of Conduct.
    • Penalties: Written warning for the first offense. Second offense within six months may result in a one-week suspension. A third offense within a year may lead to a one-month suspension.
  • Major Offenses:
    • Examples: Major traffic violations, aggressive driving, repeated minor offenses, and unprofessional behavior.
    • Penalties: Immediate one-month suspension for the first offense. A second offense within a year may result in a three-month suspension. A third offense within two years may lead to permanent dismissal.
  • Severe Offenses:
    • Examples: DUI/DWI, assault, discrimination, spread of disinformation across any media or medium including but not limited to calling HOVR a Scam, and any illegal activities.
    • Penalties: Immediate suspension pending investigation. If found guilty, the driver will be permanently dismissed and blocked from the HOVR platform.

Cancellation of Rides and Improper Communication

  • Ride Cancellations:
    • Unjustified Cancellations: Frequent cancellation of rides without valid reasons is unacceptable. Drivers must only cancel rides when absolutely necessary and must provide a valid reason.
    • Penalties:
      • First offense: Written warning.
      • Second offense within three months: One-week suspension.
      • Third offense within six months: One-month suspension.
      • Fourth offense within a year: Permanent dismissal.
  • Requesting Final Destination:
    • Improper Requests: Messaging rider to ask for their final destination before accepting or completing a ride is prohibited.
    • Penalties:
      • First offense: Written warning.
      • Second offense within three months: One-week suspension.
      • Third offense within six months: One-month suspension.
      • Fourth offense within a year: Permanent dismissal.

Investigation Process

  • Initial Report: Any report of a violation will be taken seriously and logged by HOVR management.
  • Preliminary Review: A preliminary review will be conducted within 48 hours to assess the validity of the complaint.
  • Full Investigation: A full investigation will be initiated if the preliminary review indicates a possible violation. This process will include gathering evidence, interviewing witnesses, and consulting with relevant parties.
  • Decision: Final decisions will be made within 14 days of the initiation of the full investigation. The driver will be informed of the outcome and any penalties in writing.
  • Appeals: Drivers have the right to appeal decisions within seven days of receiving the decision. Appeals will be reviewed by a separate panel, and a final decision will be made within 14 days.

By adhering to this Code of Conduct, HOVR drivers will contribute to the company’s mission of providing an elevated service that prioritizes safety, reliability, and a sense of community.