Rider Help Center

Riders can request trips through the app.

Once you have downloaded the app and created an account:

1. Tap WHERE TO? and enter your desired pickup and destination.

2. For adding an extra stop or two during a trip, tap the + icon next to the pickup address at the top of the WHERE TO? screen.

3. Confirm or change your pickup or destination before tapping the top right arrow to proceed to PICK A DRIVER screen.

4. Pick a driver of your choice by exploring their prices at the bottom of each driver view.

5. If you like driver and their prices then tap to fave the driver, so they will be added to the list of your favorite drivers, which can be accessed directly from main view of the app by tapping on the heart button in the top right corner.

6. Also to check each driver rates per base, mile and minute, simply tap on picture of their vehicle. Once tapped, the vehicle picture reveals their rates.

7. Tapping the bottom arrow reveals several things such as ETA (how long the driver is from pickup), HARD MAX (maximum number of riders the driver will pick up), and PRICE QUOTE (the actual trip price).

8. If you like everything you see, then simply tap on REQUEST button to request the driver.

If you are making a stop or going to leave the car for more than 10 minutes, ask the driver to end the trip. Then, request a new trip when you are ready to go to your next destination.

I am unable to request a trip

You may receive an error message that your trip cannot be requested if the following applies:

Payment method needs updating.
Not enough funds to cover the trip cost.
No current drivers available in your area.
Your account is deleted/deactivated.
Connectivity issues within the app or your smartphone.

To update the payment method:

1. Tap Payments from the app menu.
2. Add or update your payment method.

If a payment charge or authorization fails, you will not be able to request a trip with that payment method. For declined payments, please contact your card issuer or digital wallet customer support. To learn more, see authorizations section.

Poor connectivity or out-of-date software can also cause issues with requesting trips. To learn more, see Fix connectivity and frozen app sections.

After you have requested a trip and your chosen driver has accepted your trip request, you will see the drivers name and photo, vehicle make, model, license plate, and image. If you have any special instructions, or need to communicate with your driver while they are on their way, you can message them in the app by tapping the bottom of the screen where the drivers photo is. You will also be able to cancel your trip as long as it is within cancellation timeframe. You will get a message when your driver arrives and you are ready to ride!

We operate in California (coverage area) and will expand as soon as possible.

Can requests be made outside the coverage area?

Trip requests can only be made from inside our coverage area.

Can trips go outside the coverage area?

You can take a trip outside of the coverage area as long as the trip does not exceed a distance of 100 miles total. HUMAN app platform does not support crossing international borders. Drivers have the right to deny these kinds of trip requests.

Can I take trips in a city I did not sign up in but within your coverage area?

Yes, the app works the same way in every city that is within our coverage area. HUMAN app platform is a great way to get to know other cities because our drivers are locals who generally know quite a bit about the place you are visiting!

How often does HUMAN app platform expand coverage areas?

We are constantly growing and changing. It is likely the areas we cover will continue to expand as our community grows.

Trips section is the fastest way to view details about your past trips within your app (if you do not see this section, update your app). After your payment is processed for a trip, HUMAN app platform sends a notification.

Did not get a trip receipt?

Check your email settings.

Please note that you cannot unsubscribe from transactional notifications such as trip receipts.

Find a lost item

If you left something in your last trip, tap Find Lost Item to message your driver directly. Note that this link expires after 72 hours. When you tap Find Lost Item, we will ask for a description of the item. We will then text your driver with this description and your preferred phone number. Learn more about lost and found for riders.

Request a review

If you had an issue with your trip and would like to request a price review, tap Request review at the bottom of the receipt. Give us more details about what happened via GET MORE HELP below.

Add a tip

If you forgot to add a tip and would like to, tap Tip driver at the bottom of the receipt. Note that this link expires after 72 hours. If you would like to add a tip and the link in the receipt is not active, we are happy to add one for you. Send us a message by tapping GET MORE HELP below, and include the drivers name, the trip time and date, and the amount you would like to tip.

HUMAN app platform has four types of rider promotions: discounts, credits, coupons, and rewards.

Promotions may also be automatically applied to your account. Tap the Promos tab to see discounts, credits, coupons, and rewards.

When you enter a destination and start browsing all drivers, the app will show you the price before you submit your request to a specific driver. All drivers use upfront pricing because they want riders to know what their trip will cost in advance.

If your destination changes, a stop is added, or you attempt to abuse your driver or HUMAN app platform, the upfront price you saw will not apply anymore because the route has changed and the upfront price is for a specific chosen route.

Pricing when it is busy

All prices are different and set by each individual driver. We do not dictate drivers any prices due to the fact that they are not employees but 100% independent contractors who can set their own prices at any time. You can check different prices from different drivers before tapping on request a trip button. There is always a better price from a different driver, so simply browse all drivers with their prices to find most suitable price to your budget, turnaround, and vehicle that you prefer.

Keep in mind, when drivers are offline, they can increase their prices when it is busy, and likewise when it is slow, they can decrease their prices.

Destination changes

Trip charges are calculated before the trip. During your trip, if you change your destination, make multiple stops, or attempt to abuse your driver or HUMAN app platform, we may cancel the upfront fare quote and charge you a variable fare using your driver base rate, as well as rates per mile and minute.

Drivers and riders are dealing with one another and decide on their own to have their next trip together or not by faving or blocking each other at any time after their trips ended. Therefore ratings can lead to irreparable events, even if such actions were triggered by a momentarily impulse of dislike or to personally and/or financially hurt another human being. Also five-star ratings is so last year, now is to fave, unfave, or block.

Having a clean car is a key part of the Human experience. It is relaxing for riders to ride in a spotless and nice-smelling car. You will e faved or blocked accordingly. Wash and vacuum your car at least once a week to keep it in tip-top condition.

The inside of your car should be 100% clear at all times. Make sure you do not leave papers, car seats or other items on your seats, so that all riders have a place to sit. Your trunk should also be cleared out so that riders with large bags do not have to hold them on their laps.

As a driver, you will see the best results when you provide a welcoming in-car experience for riders. Third-party advertisements are often unexpected in vehicles, making some riders feel uncomfortable or pressured. While the choice is up to you, keep in mind that this may cause a rider to unfave or even worse block you for good.

To delete your account and data, visit in-app Terms > Privacy view.

If you request to delete your account and data, we will delete your account and information to the extent required by applicable law.

A request to delete your account will apply to both your rider and driver accounts. There is not a way to request only partial deletion of your account or data. There also isn't a way to undo an account deletion request once completed.

We aim to respond within 45 days of receiving your request. If we need more time, we wil inform you of the reason and extension period in writing.

In some cases, we will be unable to delete your account. This may apply if there is an issue with your account related to trust, safety, or fraud.

HUMAN app platform currently operates its service in California and will expand as soon as possible. HUMAN app platform accounts and ride information are not covered by the EU General Data Protection Regulation (GDPR).

How to request to delete your account

• Tap on GET MORE HELP button below to navigate to MORE HELP view.
• Fill out the Issue Field by telling us that you wish to delete your account, then submit the form.

We want your experience to be the best possible, and making sure the app runs smoothly is key. Below are the requirements needed to support the latest features and updates.

Operating system requirements

• Use at least Android 8.0 (Oreo). Older software may interfere with your ability to request or accept rides.
• If your phone cannot use its latest operating system, the app may not work properly.
• Check with your service provider about upgrading your device.
• Regularly check your operating system for updates to ensure the app is running properly.

Location

To track your rides and update you while using the app, you must enable GPS/Location Services on your device and also have a mobile data connection.

Mobile data

The app must receive data through your mobile network to work. The app will become unresponsive if this setting is turned off.

App update

Update the app whenever there is a new release. This guarantees your access to the latest features and bug fixes. Check the Google Play Store for the latest version info. If the app has an update available, you will have the option to tap Update.

Having the most updated version of the app is important because it has the most recent features and bug fixes. Make sure you get the latest update with each new release.

Simply go to your phone app store:

• Google Play Store: HUMAN and HUMAN Driver

Search for HUMAN or HUMAN Driver and install. That's it!

Experiencing technical difficulties? If you have tried all of the steps below and are still experiencing issues, tap GET MORE HELP button below.

Include the following:

• Any error messages you are receiving
• Relevant screenshots as attachments

App issues

Sometimes your app may freeze or not work correctly due to connectivity issues. Try the following:

• Force-quit your app and re-open it
• Toggle airplane mode on and off
• Restart your device

If you are unsure how to perform any of these functions, try an internet search or visit your local wireless store.

Your safety is always our top priority. In case of emergency, you can access the SAFETY button that will display your current address to provide it to local 911 office to request their assistance. The SAFETY button is always available and positioned at the bottom left corner of your phone screen.

Use these tips to help keep your account secure.

What not to give out

None of our employees will ever contact you over phone, text, or email asking for personal info unless you reach out to us first.

• Phone number.
• Phone number verification code.
• Driver license.
• Credit card number.
• Bank info.

If anyone ever asks for the above, it may not be our employee. If you did not reach out to us, the best thing to do is hang up or ignore the message.

Phone safety

If you get a new phone number, change your account phone number, and if you sell your device remember to uninstall the app first. If you lose your device in a ride, reach out to our Lost and Found team via the same email you received your welcome letter after registration.

Online safety

We will only contact you from email addresses ending with @norobocars.com. Emails using other addresses are not from us.

Read below to learn more about phishing scams, email fraud and other ways scammers try to trick you into giving them information to steal your earnings or compromise your account.

Personal info

None of our employees will ever contact you over phone, text, or email asking for personal info unless you reach out to us first.

• Phone number.
• Phone number verification code.
• Driver license.
• Credit card number.
• Bank info.

If anyone ever asks for the above, it may not be our employee. If you did not reach out to us, the best thing to do is hang up or ignore the message.

Phishing

Phishing scams try to trick users into giving out account or personal info. Phishers use this info to log into your account, impersonate you, and even steal your earnings.

Phishing attempts can happen over phone, text, or email. If you suspect fraudulent behavior, simply ignore the conversation. As a reminder, none of our employees will ever ask you for personal info unless you reach out first.

Below is an example of phishing. This scam uses a text message to send users to a fake website where their account info will be stolen.



Email fraud

We will only contact you from email addresses ending with @norobocars.com. Emails using other addresses are not from us.

Be cautious of emails claiming to be from HUMAN that do not have the above domain in the email address. These emails can include malicious attachments or links to spam and phishing sites.

If you get an email that looks like it came from HUMAN but was not sent from email addresses ending with @norobocars.com, do not open any of the links and delete the email.

To help ensure trusted communications with HUMAN, verify your email in the account > email tab of the app.

How to handle suspicious activity

Here is how we recommend dealing with suspicious or fraudulent contacts:

• Phone calls: hang up immediately.

• Text message: do not open links or respond to sender.

• Email: do not open links and do not download any attachments. Delete suspicious emails you see in your inbox.

Tap GET MORE HELP below to let us know about any suspicious contact attempts.

The safety of our community is our top priority. We continue to work with Public Health authorities in the United States to provide information they need in response to infectious disease outbreaks such as coronavirus (COVID19). The information below outlines how to submit Public Health authority requests for user data and how we respond.

Public Health requests

We must have a signed request from the Public Healthy authority to provide user information for the investigation. The Public Health request should include:

• Certification that the Public Health authority legally requires release of the requested records
• A brief description of the Public Health concern under investigation
• A clear description of the information and the timeframe of the requested records (for example, the specific date and time of a relevant ride)
• Clear information of the subject of the health investigation (the person email and/or phone number)

Upon receiving a valid Public Health request, we will disclose data as required by law. This may include contact information of users or information about particular rides. See more details about this in our Privacy Policy.

Accepting Public Health requests

We accept service of these requests by email. Requests may be sent by email, including via secure email, to human@norobocars.com. Once we receive the request, our team will review and respond accordingly.

Notifying individuals of a Public Health request

It is our policy to provide notice to users when producing their information in response to a Public Health investigation unless:

• the law prohibits us from doing so
• the subject account is at risk and the notice would go to the wrong person, or notice would otherwise be damaging, or would create a safety risk
• disclosure or notice is not appropriate or necessary in accordance with our Privacy Policy

We may provide notice to users after we have provided information to the Public Health authority.

Actions on user accounts

We care about the safety of our community. Any reports of a driver or rider testing positive for any infections disease, such as COVID19, will not be able to use HUMAN app platform. They can resume using it only when they are medically cleared.

If you are a private party seeking user data from HUMAN for use in civil proceedings or in criminal proceedings on behalf of a criminal defendant, this page provides information on how to submit civil subpoenas or other 3rd party requests to HUMAN in order to receive prompt responses. When we receive civil subpoenas or 3rd party requests for user data, we review them very carefully according to applicable state and federal laws. It is our policy to notify users before data is disclosed as set forth in our Privacy Policy and Terms of Service.

If you are law enforcement seeking user data related to a criminal investigation, please refer to our Law Enforcement Request Guidelines for instructions on how to submit law enforcement requests.

What type of legal process do we require before producing user information?

We review each subpoena or data request for validity, and will reject requests that are not facially and substantively valid. We require requests to be narrowly tailored, and limited in scope. Before making a request, please check to see if the information sought is publicly available or available from a party in the litigation.

In order to make sure your request is valid, please ensure your request contains the following:

• A sufficiently narrow time period, and the specific data requested within that time period
• A specific identifying reference such as an email or phone number (names and birthdays are insufficient)
• Your contact information (for example, name and email address and/or phone number)

When we determine that we are required by law to disclose data, we will search for and disclose data that we are reasonably able to locate and retrieve.

Serving civil subpoenas and 3rd party requests

We only respond to valid legal requests for user data (including subpoenas and court orders). This means that a subpoena or 3rd party request for data to be used in a civil case must be a valid Federal or California subpoena. Civil subpoenas issued in connection with a state case pending outside California must comply with California Interstate and International Depositions and Discovery Act.

You can serve us with the civil request through the appropriate office of HUMAN registered service agent, CT Corporation Service Company (or CT Corporation). The CT Corporation office in California is located at the following address:

• CT Corporation System, 818 West Seventh Street, Suite 930, Los Angeles, California 90017

For federal civil cases, subpoenas may be served through HUMAN registered agent for service of process in the state where the federal case is pending or the address provided above. Subpoenas related to any civil state case should be served on CT Corporation at the California address provided above. We will accept service only if the entity to whom the document is directed matches the name of the entity registered with the Secretary of State. Our acceptance of legal process does not waive any legal objections, rights, or remedies that we may have and may raise in response.

We are unable to accept service by email, fax, or regular mail.

Obtaining information from my own account

Individuals seeking user data through a civil subpoena or 3rd party request may find that a user can directly provide information. We email users a receipt after each trip with detailed information including: date, time, pickup and drop off locations, route, distance, duration, fare breakdown, method of payment, and user names. In addition, a user may access their profile at any time.

We require you to agree to the Health Safety Commitment to help keep our community safe. You are asked to do this in the app prior to going online as a driver or requesting trips as a rider. Please, tap to see Terms > Commitment tab for the Health Safety Commitment.

The health safety of the community is our top priority. We want to make sure HUMAN drivers and riders know the best ways to help protect themselves and others while on HUMAN app platform. We recommend following the guidelines issued by the Centers for Disease Control and Prevention (CDC):

• Never ride if you have COVID19, think you have it, or have related symptoms
• Wear a mask the entire ride
• Use hand sanitizer
• Turn off recirculated air, and keep windows down when possible
• Leave the front passenger seat open

In order to protect all of our community members, we have a set of guidelines to establish Trust and Safety within the community. The focus of these guidelines is to create a community grounded in the principles of Care, Respect, Trust, Inclusion and Transparency.

Always choose kindness

The people who drive and ride on HUMAN app platform have always gone out of their way to treat each other with care, dignity, and respect. And that is how you help keep our community welcoming for everyone:

• You go above and beyond basic human decency because sometimes everybody needs a little extra kindness.
• You find the right vibe when connecting with your driver or rider so everyone feels good about the conversation (or the silence, if you’re having that kind of day).
• You respect personal boundaries and keep your hands to yourself.
• You respect personal differences and keep your judgments to yourself, too.
• You take others comfort into account by making sure it is OK before sharing a personal story, making a phone call, or turning up the volume on your party playlist.
• You treat each other property like it is your own, and your driver car like it is a sacred space.
• You leave rowdy behavior, greasy snacks, and romantic gestures out of the car.

Put safety first

We want every ride to be safe for everyone, and it is on all of us to make it happen. You can help by holding yourself accountable to everyone in the car:

• You honor every part of our Health & Safety Commitment, which includes wearing your mask, leaving the front seat open, and keeping the car clean.
• You keep alcohol, cigarettes, and weapons out of the car, along with any illegal substances.
• You show up where and when you say you will.
• You use an accurate name and a profile picture that looks like you, even on bad hair days.
• You say yes to service animals because they are more than furry friends - they are eyes, ears, wheelchair handlers, and mobility and life support.
• You bring the appropriate car seat when you are traveling with kids.

Do your part

Whether you are sharing HUMAN love, expressing a concern, or bringing attention to an issue that impacts our communities, your voice helps make our time together even better:

• You mark drivers or riders as faved for great experiences, like excellent service, a squeaky-clean car, or just some good old-fashioned manners.

What if these guidelines are not for me?

We get it. Some of these guidelines are not for everyone. But behavior that violates them is not welcome when you are using HUMAN. Anyone who does not take these guidelines - and our Terms of Service - seriously may be permanently removed from the HUMAN app platform.

Safety is our top priority. Review our policies regarding driver and rider safety below.

Report safety issue or citation

During a trip or at any time, you can call 911 using in-app Safety view which is at the bottom left corner of the screen. Once there, you will be able to see your current location address as well as see it on the map (except when your current location cannot be determined by Google Maps or other GPS service providers that might be utilized at that time). Keep in mind that we will not be able to assist with citations or tickets incurred outside of HUMAN app platform, or due to violating standard traffic laws.

Age requirement

Unaccompanied minors are prohibited from traveling with most carriers, including TNCs. A rider must be 18 to sign up for an account, but if a driver believes a rider might be underage, the driver may ask the rider to confirm their age. The driver may also let a rider know that the driver will have to cancel the trip if the rider is indeed under 18. In addition, drivers can report requests to transport unaccompanied minors by tapping GET MORE HELP below.

Weapons policy

We have a strict No Weapons policy for all of its properties. Our No Weapons policy applies when you are doing business as a representative of HUMAN app platform, which includes times that you are using HUMAN app platform as a driver or rider. This means that even in places where it is legal to carry a weapon, we ask that you do not carry a weapon. We approach this from a community perspective. It is hard to know what someone else is or is not comfortable with. The mere presence of a weapon might make another community member distressed and fear for his or her own personal safety. At a minimum, a weapon includes any form of firearm. There are many items that could be considered weapons besides firearms, such as handguns, stun guns, explosives, knives, sling shots and tasers. We reserve sole judgment on what else may constitute a weapon. If you have any questions about whether various items could be considered a weapon under this policy, please contact us below before bringing any questionable items onto HUMAN app platform.

NOTE: The general policy above does not apply to authorized security personnel contracted or employed by HUMAN app platform or to law enforcement personnel.

If you witnessed possession of a weapon in a vehicle, please let us know by tapping GET MORE HELP below.

No-smoking policy

Smoking inside cars is against our community rules. There may be riders entering the car who have respiratory issues or may be bothered by the smell, so in the spirit of respect for everyone in our community, we ask that you refrain.

Recording device policy

Depending on local regulations, the use of dashboard cameras and other recording devices during rides may or may not be allowed. Some cities or states may require signage making known the presence of recording devices, while other regions may not allow recording devices at all. Please refer to your city and state regulations on recording devices when giving rides. Broadcasting another person image or recording without any warning or their express prior consent is prohibited and may result in your account being disabled.

Supporting Survivors of Sexual Assault and Harassment: Our Approach to Arbitration and Confidentiality

Since our launch in 2021, we have worked hard to design policies and features that protect our community, including driver background checks. We know people count on us to do the right thing, so we want to share our approach to arbitration and confidentiality in connection with the national issue of sexual harassment and sexual assault:

• Drivers, riders, and team members are free to resolve individual claims of sexual harassment or assault however they prefer. We will not require arbitration for individual claims of sexual assault or sexual harassment. Survivors can choose to resolve their claims through arbitration, through mediation, or in court.

• Survivors are free to speak out if they choose. We will not require a confidentiality provision that would prevent survivors from speaking about the facts of the sexual assault or harassment they suffered. Someone who has survived sexual assault or harassment may ask for a confidentiality provision in a settlement agreement, or they may decide to tell their story publicly to help end the stigma of silence for others. Whatever they decide, it will be their choice.

If we have information necessary to assist law enforcement or government agencies, we will make it available when presented with valid legal process. We have a dedicated online system for law enforcement officers to submit lawful requests for data, track requests, and obtain responsive data from us. We have a team of dedicated specialists who manage and promptly respond to all legal requests received from law enforcement agencies. To submit a request to our Law Enforcement Response Team (LER), law enforcement or government agencies conducting criminal investigations should submit their request through the Law Enforcement Online Request System. This system is the central place for law enforcement to securely submit requests to our LER Specialists. Please note that acceptance of legal process by these means is for convenience and does not waive any objections, including, but not limited to, lack of jurisdiction or proper service.

Please review the below Guidelines prior to submitting a request. These legal process guidelines are designed to help government and law enforcement agencies understand the data we have and how to properly submit requests in order to receive prompt responses.

Law Enforcement Request Guidelines

The following guidelines are intended to provide guidance to law enforcement officials about the legal process for seeking records from us.

What is HUMAN app platform and what records do we have?

HUMAN app platform is a technology company that operates an application, website, and technology platform which provides a marketplace where persons who seek transportation to certain destinations (Riders) can be matched with transportation options to such destinations. One option for Riders is to request a ride from rideshare drivers who are driving to or through those destinations (Drivers)(collectively Users). Users authorize HUMAN app platform to match them with a Driver or Rider based on factors such as location, the estimated time to pickup, destination, user preferences, and platform efficiency, and to cancel an existing match and rematch based on the same considerations. HUMAN app platform does not provide transportation services, and HUMAN app platform is not a transportation carrier. Riders can use the application to request a ride from a driver using HUMAN app platform via their smartphone. If using the platform to request ride from a driver, both the rider and driver receive a copy of the fare receipt. We store and maintain information as described in our Privacy Policy and Terms of Service. Notwithstanding anything in our Privacy Policy that may otherwise allow disclosure, this Law Enforcement Request policy shall govern how we will respond to law enforcement requests for User information.

What type of legal process do we require before producing user information?

We will disclose responsive business records regarding Users or trips in accordance with our terms, policies, and applicable law. Some general principles are set forth here, but may not apply in every case. We require valid and sufficient legal process before disclosing any business records. We will not be able to produce any records unless we receive a subpoena issued in connection with an official criminal investigation to compel the disclosure of basic information. We require a search warrant issued pursuant to the Federal Rules of Criminal Procedure or equivalent state warrant to compel disclosure of certain communications between people using HUMAN app platform or GPS location information. The warrant must demonstrate that probable cause exists in order for us to disclose such communications or GPS location information. Exceptions to these requirements may be available for emergency and exigent requests, where a user has provided consent, or - for requests that do not require a warrant - where other legal or regulatory standards apply.

What form of requests do we require?

We are unable to process overly broad, vague, or unduly burdensome requests. Please ensure that your request is narrowly tailored to a legitimate law enforcement need. We will only consider law enforcement requests that satisfy the applicable process above and adhere to the following guidelines:

1. Requests must be typed; handwritten requests will not be accepted;
2. Duly signed and stamped by the appropriate law enforcement officer who is empowered by local law to represent the law enforcement unit that is making the request;
3. In compliance with local and United States law; and
4. Addressed to HUMAN app platform directly.

Requests must contain the following detailed information:

• All known email addresses, names, and aliases of data subject or all known physical addresses and telephone numbers of the data subject;
• Your name, department, title, street address, telephone number and official government domain email address;
• Clearly identify the investigation or specific event that took place that is the underlying basis for the request;
• Specify date/time/location(s);
• Exactly what information you are requesting, why you are requesting it, and how it pertains to your investigation; and
• If applicable, Non-Disclosure Order issued by a Court or relevant legal authority supporting non-disclosure.
• The applicable act or law under which the law enforcement agency is requesting the data.

We disclose data to law enforcement and other government agencies when we determine that we are required to do so by law. In those instances, we will search for and disclose data that we are reasonably able to locate and retrieve. We will challenge any National Security Letter it receives, and will require the government to obtain an order from a court requiring its compliance. Please note that we only review and respond to requests from law enforcement or government agencies submitted through this system. We will not respond to requests or civil subpoenas sent by non-law enforcement officials. For questions relating to submitting third party civil requests or subpoenas you may see our 3rd party request guidelines which can be found in the list of help articles.

How do we handle emergency requests?

We have a process for evaluating requests on an expedited basis where an emergency situation exists involving an immediate threat of death or serious bodily harm to a person. If Law enforcement seeks information to assist in the handling of an emergency or exigent situation, we may produce information in the absence of a subpoena or warrant where evidence is provided demonstrating an immediate threat of death or serious bodily harm to a person. In these events, we require that valid and sufficient legal process be produced within three days of production of the information. Emergency requests may be submitted directly to Law Enforcement Response Team as set forth here. When submitting requests, Law Enforcement officials should note in the subject line: Emergency Disclosure Request and describe in detail the nature of the emergency. We review these requests on a case-by-case basis. Please note that we will only review and respond to emergency requests from law enforcement. We will not respond to emergency requests sent to this address by non-law enforcement officials. Non-law enforcement officials aware of an emergency situation should immediately and directly contact local law enforcement officials.

How do we handle public health requests?

If you are a public health organization seeking to notify us of a public health matter and/or request information, please email human@norobocars.com. More information on Public Health Request Guidelines and Process can be found in the list of help articles. Requests submitted to the Law Enforcement Response team will be reviewed and responded promptly.

Do we notify individuals of a law enforcement request for information relating to them?

It is our policy to provide notice to Users before producing their information in response to a criminal investigation by law enforcement unless (i) we are prohibited by law from doing so, (ii) we have reason to believe the subject account has been compromised such that the notice would go to the wrong person, or notice would otherwise be counterproductive or would create a risk to safety, or (iii) it is an emergency request and prior notice would be impractical (in which case we may provide notice after the fact). Law enforcement officials who do not want their request disclosed must provide an appropriate court order or process establishing that notice is prohibited, or provide sufficient detail for us to determine whether a request falls into one of the exceptions above. Regulatory or other non-criminal requests for information are not within the scope of this policy. In the event that information is provided subject to a gag order or disclosed pursuant to an emergency request, we will provide notice to its users of these government demands if we are thereafter notified that the gag order or the emergency has expired.

We have a zero-tolerance drug and alcohol policy for drivers.

Reporting zero-tolerance concerns

If you suspect that a driver is under the influence of drugs or alcohol, call the authorities by dialing 911 or your local non-emergency assistance line if necessary. Then, cancel the ride and mark driver as blocked from any future encounters. If this relates to a driver in California, you may also contact the Passenger Section of the California Public Utilities Commission at (800) 894-9444 or ciu_intake@cpuc.ca.gov.

Riders

Be sure to toss that adult beverage before your driver arrives. Open containers are not allowed in the car, and turning a blind eye to them can result in deactivation from our platform.

We pride ourselves on our amazing community of drivers and riders. Here is a breakdown of our policies around the different uses for HUMAN app platform.

Children 17 and under

Children are more than welcome to join you in a ride, but they cannot ride without an adult. You should plan on bringing your own car seat for children that need one. Car seats must fit legal requirements in your state and city.

Wheelchairs

Riders with fixed-frame wheelchairs can turn on Access Mode to request rides. In regions where Access Mode is available, riders can request wheelchair-accessible vehicles. All drivers are required by federal law and policy to transport riders who use foldable mobility devices.

Pets

We love your four-legged friends but not everyone is comfortable with having animals in their car. If you want to bring a pet along, message your driver once they accept your ride request.

Service animals

Our policy states drivers are required to reasonably accommodate riders with service animals.

Bringing friends

You are welcome to bring along friends on your ride, however your driver can set their own number of available seatbelts which can be less than the actual number of seatbelts, as result there is a hard maximum of riders that the driver will accept. Prior to requesting a driver please check what is the hard max of seats in their vehicle, as it is displayed right next to the price for your request.

Running errands

We love seeing community members help each other out, so we see running errands as a great part of the experience. When making multiple stops, keep in mind that drivers are just like you and may have other plans later in the day. If you are making a stop or going to leave the car for more than 10 minutes, ask the driver to end the ride. Then, request a new ride when you are ready to go to your next destination.

We absolutely love and encourage creativity in the community. All drivers represent the brand, and help to create goodwill for HUMAN and its sterling reputation. We must ensure that all of the company marks are used consistently and only with permission. As it turns out, this means that it is not okay for anyone outside HUMAN HQ to use the HUMAN name or company emblems, such as HUMAN logo, on merchandise or printed materials. Only materials provided by HUMAN HQ can be used to promote the company and the HUMAN app.

The HUMAN Beta app is where we test our newest features and app updates. The HUMAN Beta app functions just like the normal HUMAN app, only you get to help us hunt bugs, improve usability, and try features before public release. You must request access to join HUMAN Beta to take part. If you are accepted to be a HUMAN Beta tester, you will receive an email with instructions on how to download the HUMAN Beta app.

If this is your first time here, then you will learn that staying brief and to the point, will get your question answered quickly.

Hi there!
We can't wait to get your thoughts on the app. What would you like to do?

Request a Feature
Do you have an idea that would make the app better? We would love to know!

Send Applause
Let us know what you really like about the app, maybe we can make it even better?

Report a Bug
Let us know so we can forward this to the bug control.