Passenger Rights

1. Your Fundamental Rights

As a passenger using Swift Ride Taxi services, you have the right to safe, reliable, and professional transportation. These rights are protected by Virginia state law and our company policies.

2. Service Standards You Can Expect

2.1 Vehicle Standards

Every Swift Ride Taxi vehicle must meet the following standards:

• Safety: Regular inspections, working safety equipment, certified brakes and lights
• Cleanliness: Clean interior and exterior, fresh air, no offensive odors
• Comfort: Working air conditioning/heating, comfortable seating
• Equipment: Certified taximeter, working radio communication
• Licensing: Proper registration, inspection, and insurance

2.2 Driver Standards

All Swift Ride Taxi drivers are required to:

• Licensing: Valid Virginia driver's license and taxi permit
• Background: Clean background check and driving record
• Training: Customer service and safety training
• Appearance: Professional dress and grooming
• Conduct: Courteous, respectful, and helpful behavior
• Knowledge: Familiarity with Richmond area roads and destinations

2.3 Service Response

• Booking Confirmation: Confirmation within 1 hour for advance reservations
• Pickup Times: Reasonable response times based on location and demand
• Communication: Driver contact 15-30 minutes before scheduled pickup
• Punctuality: On-time service for scheduled appointments
• Availability: 24/7 service within our coverage areas

3. Pricing Rights and Protections

3.1 Regulated Rates

All taxi fares in Richmond are regulated by the City of Richmond. You have the right to:

• Accurate Metering: Fares calculated by certified taximeter only
• Rate Information: Current rate structure available upon request
• Transparent Billing: Clear explanation of all charges
• No Overcharging: Protection from excessive or illegal charges
• Written Receipt: Detailed receipt for all payments

3.2 Payment Rights

• Payment Methods: Multiple payment options available
• No Surcharges: No additional fees for credit card use
• Change: Reasonable change for cash payments
• Dispute Resolution: Process for fare disputes

4. Accessibility and Accommodation Rights

4.1 Equal Service

Swift Ride Taxi is committed to providing equal service to all passengers, including:

• Non-Discrimination: Service regardless of race, gender, religion, or disability
• Reasonable Accommodations: Assistance with mobility aids and special needs
• Service Animals: Welcome for passengers with disabilities
• Language Assistance: Reasonable efforts to communicate effectively
• Respectful Treatment: Professional, courteous service for all

4.2 Special Assistance

• Mobility Aids: Assistance with wheelchairs, walkers, and other aids
• Luggage Help: Reasonable assistance with bags and packages
• Extra Time: Additional time for passengers who need assistance
• Vehicle Selection: Appropriate vehicle for passenger needs

4.3 Current Limitations

Please note that our current fleet does not include wheelchair-accessible vehicles. However, we can accommodate:

• Collapsible wheelchairs that fit in vehicle trunks
• Walkers and other mobility aids
• Service animals
• Passengers who can transfer to vehicle seats

5. Privacy and Data Rights

5.1 Information Protection

Your personal information is protected by our Privacy Policy. You have the right to:

• Data Access: Know what information we collect about you
• Data Correction: Update or correct your personal information
• Data Deletion: Request deletion of your information (subject to legal requirements)
• Communication Control: Opt out of marketing communications
• Data Portability: Receive a copy of your information

5.2 Trip Privacy

• Confidential Destinations: Your trip information is kept confidential
• Limited Sharing: Information shared only as necessary for service
• Secure Storage: Data stored securely with appropriate protections
• Legal Compliance: Information released only as required by law

6. Complaint and Resolution Process

6.1 Types of Complaints We Handle

• Service Quality: Driver behavior, vehicle condition, punctuality
• Billing Issues: Fare disputes, overcharging, payment problems
• Safety Concerns: Unsafe driving, vehicle problems, security issues
• Discrimination: Unfair treatment, refusal of service
• Lost Items: Property left in vehicles

6.2 External Resources

If you're not satisfied with our response, you may also contact:

• City of Richmond: Transportation regulation department
• Virginia Department of Motor Vehicles: Commercial vehicle division
• Better Business Bureau: Consumer protection services
• Local Consumer Protection: County or city consumer affairs

7. Refusal of Service

7.1 When Service May Be Refused

While we strive to serve all customers, we may refuse or terminate service when:

• Safety Concerns: Passenger behavior threatens safety
• Illegal Activity: Suspected illegal behavior or requests
• Intoxication: Severely intoxicated passengers who cannot safely travel
• Threatening Behavior: Verbal or physical threats to driver or others
• Property Damage: Risk of damage to vehicle or property
• Non-Payment: Refusal to pay or history of non-payment

7.2 Your Rights When Service Is Refused

• Explanation: Right to know why service was refused
• Appeal Process: Ability to contest the refusal
• Alternative Arrangements: Assistance finding alternative transportation when safe
• Non-Discrimination: Refusal must be based on legitimate safety or legal concerns

8. Lost and Found Rights

8.1 Reporting Lost Items

• Immediate Reporting: Contact us as soon as you realize an item is missing
• Detailed Description: Provide specific details about the lost item
• Trip Information: Provide date, time, and driver information if available
• Contact Information: Ensure we can reach you if the item is found

8.2 Recovery Process

• Search Efforts: We will make reasonable efforts to locate lost items
• Identification Required: Proper identification needed to claim items
• Reasonable Fees: Small fee may apply for item return service
• Storage Limits: Items held for 30 days before disposal

8.3 Limitations

While we make every effort to help recover lost items, we cannot guarantee recovery and are not liable for:

• Valuable items such as cash, jewelry, or electronics
• Perishable or fragile items
• Items not reported within a reasonable time
• Items damaged during normal vehicle operation

9. Your Responsibilities

While you have important rights as a passenger, you also have responsibilities to ensure safe and pleasant service for everyone:

9.1 Passenger Conduct

• Respectful Behavior: Treat drivers and other passengers with courtesy
• Safety Compliance: Follow safety instructions and wear seatbelts
• Legal Compliance: Follow all applicable laws during transportation
• Vehicle Care: Keep vehicles clean and undamaged
• Accurate Information: Provide correct pickup and destination information

9.2 Payment Responsibilities

• Fare Payment: Pay the full fare as shown on the meter
• Additional Charges: Pay any applicable surcharges or fees
• Damage Costs: Pay for any damage caused to the vehicle
• Cleaning Fees: Pay cleaning costs if special cleaning is required