uberx & uberxl: Welcome Packet

Transcription

1 uberx & uberxl: Welcome Packet Rev 5.3

2 Welcome Packet Roadmap Page i What page was that on again? Page i Packet Roadmap (this page) Page 1 Intro (What exactly is Uber?) Page 2 Intro (Rates, Fees & Payments) Page 3 Intro (Safe Rides, Taxes & Safety) Page 4 Intro (Hours, Additional Resources) Page 5 Signing in for the first time (steps 1-3) Page 6 Signing in for the first time (steps 4-9) Page 7 Signing in for the first time (steps 10-14) Page 8 Spotify Integration (Music) Page 9 Going online & accepting a trip Page 10 A trip from beginning to end Page 11 Rating the Rider & Requesting a Fare Review Page 12 Rider Info & Surge/Demand Maps Page 13 Best times to be online & Weather Page 14 Ratings & Quality Page 15 Partner Pro-Tips Page 16 Partner App/Where in KC can I operate? Page 17 Kauffman Stadium Pickups and Dropoffs Page 18 MCI Pickups Page 19 Partner Dashboard & Referrals Page 20 Partner Promotion Code Page 21 UberMILITARY/Momentum Page 22 Insurance Information Page 23 Kansas City Regulations Compliance Steps Attachment #1 Accident Report From

3 Intro (What exactly is Uber?) INTRODUCTION: Thank you for applying to be an Uber Partner! This packet contains information that will be helpful to you as you progress through the application process, become activated on the system and then hit the road for the first time. Please be sure to read through it carefully! WHAT EXACTLY IS UBER? We re glad you asked! Uber is a technology company that connects riders who need rides, with partners (such as yourself), who want to give rides. This connection is done via software (apps) that Uber has developed for smart phones. Anyone with a smartphone can download the Uber rider app, create an account and then request a ride. When a user requests a ride, the system takes a real-time snapshot of the available partners in the area and sends the ride request to the closest partner. If that partner does not accept the request, the system then sends the request to the second closest available partner and so on and so forth All partners receive the ride requests on the special Partner App on their smartphone. A partner may run the Partner App on their own ios or Android smartphone, or they may use an Uber smartphone for a small weekly fee. HOW DO I GET PAID? The fare for every trip is stored in your partners.uber.com account and payments are made out of this account, via direct deposit into the checking account of your choosing each week, generally on Thursday, for all trips completed up through Monday at 4am. To enter or update your bank information, please visit vault.uber.com or log into your dashboard at partners.uber.com and select banking from the left hand side. NOTE: We can only deposit into checking accounts, we are NOT currently able to deposit into savings accounts, prepaid debit card accounts, etc. Page 1

4 Intro (Rates, Fee s & Payments) DO I DRIVE MY OWN CAR? Yes, all partners on the system drive their own vehicle(s). The minimum requirements for these vehicles are listed on the partners.uber.com site. HOW ARE FARES CALCULATED? The fare for a trip is calculated by time AND distance at the rates pre-set for the city that the request was made in (these rates are below). Our system is able to measure the time and distance of a trip and then calculate the fare based on the GPS points the Partner App sends to the system while you are on a trip. It s important to note that he phone itself is NOT a meter, the fare is calculated by our servers, not the phone. Kansas City uberx & uberxl rates: uberx uberxl Base Per Mile Per Minute Minimum Safe Rides Uber Commission 25% 25% What is uberxl? uberxl vehicles are the same as uberx vehicles except that they seat a minimum of 6 passengers instead of 4! Check out for more information! HOW DOES UBER GET PAID (UBER FEE)? In Exchange for your access to and use of the Software and Services, including the right to receive the Requests, you agree to pay the company a fee for each Request accepted, in the amount of 25% for uberx and uberxl of the total fare minus the $1.00 Safe Rides Fee, calculated pursuant to the rate schedule above. Page 2

5 Intro (Safe Rides, Taxes & Safety) *SAFE RIDES FEE: The $1 Safe Rides Fee (charged to riders) supports our continued efforts to ensure the safest possible platform for Uber riders and drivers including items such as Background Checks, Ongoing Safety Monitoring, Education, In App Safety Features to name a few. For now, the Safe Rides Fee will be included in the fare displayed at the end of a trip, but will not appear on your weekly payment statement. It is important to know that the Safe Rides Fee is added on top of the Base, Per Mile and Per Minute charges of a ride. As such, this fee does not impact your earnings in any way. INDEPENDENT CONTRACTOR STATUS/1099/TAXES: All partners (you) are independent contractors partnering with us and receive all earnings earned (no taxes are withheld) for each weekly earnings period. You are responsible for planning for/paying any applicable taxes necessary. Shortly after the end of the year, you will receive a 1099 which may be used to prepare your taxes. SAFETY: Uber strives to be able to connect riders with safe, reliable, clean transportation. Therefore, we work very hard to keep the system safe for both the rider and partner/ independent contractor. The safety of the system can be attributed to a number of items: You cannot street hail with Uber (Uber has data on all riders) To request a ride, any rider must have a smartphone, credit card and set up an Uber account Uber is cashless (since all payment is handled through the app, you don t have cash on you) Uber uses a two way 5-Star Rating system for both the riders and the partners/ drivers We use a 2-way phone number anonymization system (riders don t see your real number) Page 3

6 Intro (Hours, Additional Resources) SCHEDULING/HOURS: The beautiful part of the system is that scheduling of online/offline hours is NOT required. Partners have complete flexibility and can simply use the Partner App to go online when they want to be available to receive ride requests and can just as easily go offline when they don t! There are no minimums simply go online/offline when you d like! WHAT DOES UBER NEED FROM ME? In order to get you on the road, we need the following from you: To create a partner account at (if you re reading this packet, you have probably already completed this step). Once logged into your partners.uber.com account (dashboard) we need you to follow these simple steps: 1. Consent to a background check 2. Upload all required documents 3. Decide if you want to use your smartphone or ours ($10/week fee to use ours) 4. Watch the introduction video 5. Hang tight until we receive the results of your background check (5-7 days) ADDITIONAL INFORMATION/RESOURCES: To save you time, we have additional resources to help address your questions, concerns, or issues without you ever having to come into the office. You can visit ubermissouri.com to learn about your specific city, partner perks, and other information. Additionally these resources will be helpful: partnerskc@uber.com o Issue with trip o Updating docs o General Questions o Payment Questions o o o o o DASHBOARD partners.uber.com Dashboard Trip History Payment Statements Banking Information FAQ s o o WEBSITE View City Info See what Uber s all about IN THE EVENT OF AN EMERGENCY, CONTACT 911 Page 4

7 Signing in for the first time (Steps 1-3) OK, YOU TOLD ME MY ACCOUNT IS NOW ACTIVE, WHAT'S NEXT? Once you receive the and/or text from us letting you know that we ve activated your account, simply follow the steps below to complete the one-time setup of the Uber Partner app and get on the road! Note: The images below are from one of the Uber iphones but the Partner app on your ios or Android Device (if you selected to use your own device) will be nearly identical As always, shoot us an if you have any questions along the way! If you re using your own phone you can download the Uber Partner application easily - from an ios device visit t.uber.com/driver-app you ll be promted to login and the app will start downloading in the background. From an Android you can visit the Play store and search for Uber Partner Step 1 Step 2 Step 3 Login Username & Password: Username = the address you gave Uber when you applied to be a partner Password = the password you set when you applied to be a partner with Uber You can always reset your password on the screen shown in step 3 or by going here: t.uber.com/password Page 5

8 Signing in for the first time (Steps 4-9) Step 4 Step 5 Step 6 Step 7 Step 8 Step 9* *NOTE: If you ve uploaded a photo to your account you will not be asked to complete steps 9-10 Page 6

9 Signing in for the first time (Steps 10-14) Step 10 Step 11 Step 12** **NOTE: If you would rather enter your banking and tax information online, rather than through the Uber Partner app, you can! Simply head to and enter your banking info there! Step 13 Step 14 Congratulations! If you re at Step 14, you re ready to go online and start accept trip requests by tapping the blue GO ONLINE button Page 7

10 Spotify Integration You ll notice that before going online, you will have the opportunity to Enable Music. So now you might be wondering, what does this feature mean? We re glad you asked. Uber recently launched a new feature that allows riders to choose their own music from Spotify to play through your car s speakers during their trip. We already know that you will provide incredible service this is an additional opportunity to make your riders even happier! WHAT YOU NEED FOR MUSIC To provide music for riders, all you need is the following: AUX port in your car AUX cable (typically provided when you join Uber) iphone with Uber Partner app installed BEFORE GOING ONLINE, simply do the following things: 1. Turn your car stereo to AUX mode. Set your car stereo volume to moderate level 2. Plug one end of the AUX cable into your car s AUX port and the other end into your driver iphone headphone port 3. With the aux cable now plugged in, turn your driver iphone all the way using the phone s volume buttons TO GET ONILNE, simply: 1. Open the Uber partner app on the iphone. If you are properly set up, music will be automatically set to on and you will hear a test beat play over your car s speakers. If you hear the test beat, go online For our Frequently Asked Questions, as well as an Instructional Video, regarding the Spotify integration, visit: Page 8

11 Going online & accepting a trip ACCEPTING A TRIP Alright, you ve made it this far, lets get you online so you can start earning money ASAP! 1. To go online, simply tap the blue Go Online button 2. When you see the map with your car on it (center picture), you re online and available to accept requests! 3. When a trip request comes in, your phone will start beeping and look like the right picture. You will have 15 seconds to accept the trip, to accept, simply tap anywhere on the screen. If after 15 seconds, you don t accept the trip, the phone will stop beeping and the request will go to the next closest available partner. 4. Once you accept a trip, follow the screens on the next page to locate your rider, pick them up, start the trip, end the trip and go back online. Page 9

12 A trip from beginning to end! Left Screen (Arrived): Once you accept a trip, you will see this screen which will show you where the rider is located. Simply tap arrived when you get to the riders location. Center Screen (Begin Trip): When the rider enters your vehicle, slide the blue button to begin the trip, this is when the trip fare begins. NOTE: You should ONLY begin the trip once the rider has entered your vehicle. TIP: It s good practice to politely ask for the rider s name. This ensures you have the correct rider and eliminates payment confusion later. Right Screen (End Trip): When you get to the final destination and the rider exits your vehicle, slide the red bar to end the trip, this stops the trip fare calculation. Page 10

13 Rating the rider & Requesting a fare review Left Screen (Fare Summary): Once you end the trip, the fare summary screen will appear and display the gross fare (before any fees are removed) as well as allow you to rate the rider. NOTE: We do not show the rider how you rated them so please rate as accurately as possible Right Screen (Fare Review): If there was an issue with your trip, please tap GET FARE REVIEW so we can help fix the issue. Here are the options you ll have to choose from: Cleaning Fee Rider made a mess in your vehicle (Take Photos of the mess!) Wrong Client You accidentally picked up the wrong rider Wrong Address shown The wrong pickup address was shown Technical Issue You experienced a Tech issue with the phone during the trip Fare Question You have a question about this trip Once you select one of these options, we will send you an asking for more information about the trip so keep an eye out for an from us! Page 11

14 Rider Info & Surge/Demand maps Rider Info/Cancellations: Once you accept a request you can tap info in the upper right hand corner of the screen to pull up the riders information (name, phone number, lifetime rating, etc). NOTE: The phone number you see for every rider will be the same. This is NORMAL since we use a number scrambling software to protect your privacy! We connect this number with your actual rider s phone number on the back end and disconnect it a few minutes after the trip ends. IMPORTANT: If when you attempt to call your rider, your phone calls itself (weird, we know). Please hang up and dial *82. Doing this will unblock your phone number. Blocked phone numbers interfere with our number scrambling software so doing this should allow you to contact your rider Page 12 SURGE PRICING & DEMAND MAPS: We use a dynamic pricing system that automatically increases fare prices during times of very high demand (riders are notified when this happens)! When an area is in a Surge condition, the surging area will turn RED and will contain a number called the surge multiple (i.e. 1.10x, 1.50x, etc.)! NOTE: To read more on surge pricing, please check out our blog on surge at Furthermore, the map will also show you areas that, although may not be surging, are experiencing higher than normal demand. These areas on the map are denoted by YELLOW (elevated demand) and ORANGE (high demand)! We do this to show you where vehicles are needed, in real time! NOTE: When prices are surging, riders are notified several times throughout the request process. As such, they are made very aware that the price for their trip will cost more than normal, before they ever request.

15 Best times to be online & Weather BEST TIMES TO BE ONLINE: The best times to be online are times where the system is seeing high demand (lots of riders) or times where demand might be steady but there is low supply (not enough drivers). As such, it s important to think like a rider I.E. If you needed a ride, where and when would you be requesting? Furthermore, it s also important to think like a partner I.E. when don t you want to be online? Many times, it s these times that requests go unfulfilled because there are not enough drivers on the system to accept all of them! GENERAL GOOD TIMES TO BE ONLINE: Monday-Thursday: 6am-9am, 4pm-7pm & 10pm-1am Friday: 6am-9am, 4pm-7pm & 7pm-4am Saturday: 8am-noon & 5pm-4am Sunday: 8am-noon & afternoon Before & After Sporting Games, Festivals, Concerts & Events! WEATHER: Bad weather is your friend (Rain, Snow, extreme cold)! Remember that riders don t like to walk/bike/drive in bad weather so many of them turn to Uber to get them from place to place during inclement weather! Remember to always drive safely during bad weather! WHAT DOES UBER LOOK FOR IN IT S PARTNERS? High Quality Service Stats: We continually look at your driver rating, rider comments, and feedback provided to us. Maintaining a high rating overall helps keep a top tier service for riders. Low Cancellation Rate: When you accept a trip request, you have made a commitment to the rider. Cancelling often or cancelling for unwillingness to drive to your rider leads to a poor experience. High Acceptance Rate: Going online means you are willing and able to accept trip requests. Rejecting too many requests leads to rider confusion about availability. You should be offline if not able to take requests. Page 13

16 Ratings & Quality RATINGS & QUALITY: Star ratings are a great way for us to monitor and ensure quality service on the Uber platform for both riders and drivers. If your star rating falls too low, Uber may terminate its contractual relationship with you in accordance with the terms of your Service Agreement. RATINGS 101: Your rating is an average of (up to) your last 500 trips. Early on, your rating will flucuate, but as you complete more trips it will become more steady. Therefore, it is important that you get off to a good start to keep your average high! (See the next page for 5 Star ProTips!) Cancelled trips do not count toward your rating Due to privacy laws, partners cannot view specific riders trip ratings and a rider cannot view your rating of them. You have access to your aggregate rating over time on your dashboard (partners.uber.com) or through the Uber Partner app. While all riders can rate their driver, they may not do so immediately after the trip ends. As a result, your rating may increase and/or decrease even when you did not complete a trip. However, over time your rating gives an accurate representation of the happiness your riders have with your service The rating you can see on each trip on your partners.uber.com dashboard is your rating of your rider, not their rating of you for that trip. HOW DOES A RIDER RATE ME? The screen to the right is the screen a rider sees after a trip is completed. They will see this screen the next time they open the app, after the trip. You can see that they not only see the total trip amount but also the 1-5 Star rating selection at the bottom of the screen Page 14

17 Partner Pro-Tips As an independent contractor, Uber recognizes your right to operate your business as you see fit. However, we thought it would be mutually beneficial to share with you our riders feedback on some of the characteristics we generally see 5-Star Drivers share. PARTNER PRO-TIPS: We regularly see high rated partners have/do many or all of the following: On Time: Riders like when a driver meets or beats the ETA provided. Confirm the rider: When a rider gets into your vehicle, riders like it when you introduce yourself and politely ask for the name of the person who requested the ride. Clean & Odor Free Vehicle: Riders like a clean car that doesn t smell of smoke, food or bodily odors. GPS & Efficient Routes: When riders don t have a preferred route, they appreciate when the driver puts their destination address into a GPS (either a personal GPS or within the app) before beginning the trip. Increasing your knowledge of the city s streets and main attractions will help riders appreciate your service. Professional Dress: Riders like a driver that appears clean and well-groomed. Casual clothing (e.g. jeans) is acceptable to riders so long as your overall appearance is well-maintained. Friendly Driver: Riders like to be able to communicate freely with a driver that is friendly and smiles. Some riders may want to chat with your while other prefer silence or to speak with a fellow rider take your cue from the rider! Rider Perks & Amenities: Any extra touches you can add to a rider s experience in your vehicle are highly valued! Water, mints, and charging cords for rider s phones (ios & Android) all go a long way toward letting riders know you strive to provide 5 start service! DISCLAIMER: These Pro Tips are in NO WAY intended to be requirements regarding how you operate your business. You are an independent contractor and can operate your business as you see fit. Page 15

18 Partner App/Where in KC can I operate? OPTIONS TO RUN THE UBER PARTNER APP: There are three ways you can run the Uber Partner app: 1. On your own Android Smartphone (2013 or newer, version 4.0 or newer) 2. On your own ios Smartphone (4S or newer running at least ios7) 3. On one of our smartphones ($10/week fee for this option, details below) MOBILE SUBSCRIPTION FEE: (ONLY APPLIES IF YOU USE AN UBER SMARTPHONE): Uber assesses a $10-per-week service fee to partially offset the fixed costs Uber incurs for each driver to participate in the program, including the costs of the Uber-provided iphone as well as the monthly data plan. This service fee will appear as $10 deduction on your weekly payment statement. HOW DO I CHOOSE/SWITCH PHONE OPTIONS IN THE FUTURE? During the initial application process, you will be asked which option (1, 2 or 3) above, you would like to use to run the Uber Partner App. In the future, if you would like to change how you run the Uber partner app, please simply send us an with your desire and we ll reply with the steps to switch. LAWS: It is important that you follow all laws while operating on the system, including but not limited to: Motor Vehicle Laws, Americans with Disability Act (ADA) Laws, Child car seat laws, etc. Service Animals: In compliance with accessibility laws, service animals must be accommodated. Uber s policy is to deactivate the account of any partner who refuses service to a rider with a service animal. If you have an allergy to an animal that requires you to cancel a trip, we will require proof f allergy to reactivate your account. If you have a question about a specific law, please contact your local authorities. Page 16

19 Kauffman Stadium STADIUM PICKUPS AND DROPOFFS There are many requests for both pickups and dropoffs at Kaufman Stadium during the baseball season. The parking lot staff at Kauffman requires the following for partners picking up and dropping off on gamedays: 1. Enter the stadium through Gate 1 (E Red Coat Dr) and make dropoffs and arrange pickups at stadium Gate D 2. Exit through the bus exit after you make your dropoff or pickup 3. Only enter the stadium when you are actively on a trip (dropping someone off or picking someone up). You cannot wait to receive requests in the parking lot this must be done outside of the stadium grounds. 4. Be prepared to show your app when entering the parking lot to show that you are actively on a trip (either dropping someone off or picking someone up) The map below shows where to enter the parking lot, where to drop off and pick up, where to exit, and where to wait for requests. Page 17

20 MCI Pickups 1. Head to the cell phone waiting area in Lot C - you will not be able to receive a request until you are in that lot. See the map below! - You can enter Lot C by following signs towards economy parking when you enter airport property - Take a ticket when you enter the economy parking area and you ll have 2 hours of free wait time before incurring any charges. If you are going to be waiting for more than 2 hours, you can exit the cell phone lot, take a loop around the airport circle, and re-enter the lot without losing your place in the queue. You can avoid incurring charges this way. - You will automatically enter the queue which will match partners on a first in, first out basis. If you don t accept a request, you will move to the bottom of the queue. - There are no bathrooms in Lot C, but you will not lose your place in the queue if you go to use the public restrooms at the gas station on airport property then immediately head back to the Cell Phone waiting area in Lot C. - Partners will be subject to airport fines if they are idling anywhere on airport property outside of Lot C 2. After accepting a request, call your rider. Ensure they have their bags and then ask what terminal and door they are located near. 3. Pickup your ride! Take a right out of the lot and head to the appropriate terminal. A $3 fee will be charged to riders and passed along to MCI. This will appear on the fare in as a Rider Fee and will be deducted before earnings calculation. If you have any questions about this process, please reach out to us at partnerskc@uber.com. Page 18

21 Partner Dashboard & Referrals WHAT IS MY PARTNER DASHBOARD? We ve built an online portal where you can log in and review your entire Uber Account, at any time. Some of the awesome things you can do there are: See your trip history Manage your documents Add Vehicles to your account Review FAQ s View/Download your weekly statements To access your partner dashboard, please open your web browser and head to: PARTNER REFERRALS: We will give you $200 to refer your friends to drive with Uber once they complete their 20 th To Refer your friends: 1. Log into partners.uber.com and click on REFER A NEW DRIVER trip! 2. Tap REFER NOW from the Uber Partner App 3. Share your referral code (just below the REFER A NEW DRIVER button) and have your friends use that code when they apply to be a partner! THE FINE PRINT: If your friend s information is already in our database, the referral does not count Your friend must complete 20 trips on Uber for you to be eligible for the referral bonus Page 19

22 Partner Promotion Code: WHAT IS A PARTNER PROMOTION CODE? We generate a unique Promotion Code for every partner when they sign up with Uber (Yes, that means you have a Partner Promotion Code too)!! When a new rider inputs your code into their Uber Rider app and takes their first ride, you ll earn $5 cash (put right in your partner account) and the rider will get $20 off their ride! WHAT IS MY CODE? Your Partner Promotion Code and your Partner Referral code (discussed on the previous page) are the same code! FAQ s/general INFO: For more info, check out the invites tab at partners.uber.com Once Active on the system, be on the lookout for s from us on how to order cards (with your unique code printed on them) that you can hand out to potential new riders! Page 20

23 UberMILITARY/Momentum UberMILITARY: Are you a member of the US Military? Let us know by filling out this short survey here: We appreciate the sacrifices you ve made to serve our country and would love to know which of our partners here in Kansas City have served or are currently serving MOMENTUM: We have a Partner Rewards Program called Momentum that is designed to give back to our Partners in ways that were never before possible! Head to your partner dashaboard at partners.uber.com and click on Rewards to check out momentum and the rewards available to you! Also, keep checking back as we re adding rewards all the time! Page 21

24 Insurance Information: You are required to carry a personal insurance policy in at least the amount required of all motor vehicles by the State of Missouri There is also a commercial liability policy of $1 million per incident, which covers rideshare drivers liability from the time a driver accepts a trip request through the Uber app until completion of the trip. For more information on Insurance and the policies that we carry, please check out the following blog: IMPORTANT: In the event that you have an accident during a trip, please complete the form on the following page (front and back) and contact us via at within 24 hours. Page 22

25 Kansas City Regulations Kansas City recently passed TNC regulations governing companies like Uber. In order to comply with the new regulations you must complete the steps below within 30 days of your first trip. Complete detail is on our website (link is also included below) but this page has all of the detail that you will need. You are perfectly legal to drive while you go through these steps! If you ever need support please come to office hours (details at t.uber.com/kco) or us 1. Obtain either a KS drivers license or a MO Class A, B, C, or E license an MO Class F License is not permitted. Uber recommends a Class E license. 2. Obtain a small business license. To obtain this Small Business License fill out the RD-100 and RD-103 and bring them to Bizcare (address below). After you receive the business license, upload a picture of it to partners.uber.com. 3. Complete your Regulated Industries paperwork for the Drivers Certificate and Vehicle Permit and submit these to Regulated Industies. Regulated Industries will review your paperwork and call or you to come down to their office to take a picture and pickup your new certificate and Vehicle Permit. BEFORE going to pickup those you ll need to have your business license and appropriate driver s license. Upload pictures of your documents onto your partner dashboard once you receive them 30 minutes to obtain an MO Class E from the DMV: requires a multiple choice test $35 for an MO Class E minutes at BizCare $12.50 per car registered 10 minutes for paperwork Drop off at RI 1 hour 4 business days to 4 weeks for RI to review your application 15 minutes $16 for the Drivers Certificate Please visit for all of the above links and additional information Uber is at: 1E Pershing rd MTG rm1739 KC, MO Page 23 Regulated Industries is at 635 Woodland Ave Suite 201 KC, MO Bizcare is at 1118 E Oak St. KC, MO MO DMVs

26 Thank you and drive safe!

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