Faq

Below are the step-by-step guides for scheduling a single-family ride:

• Tap on Request Ride under the Home screen
• Select Ride for Single-Family
• Select frequency of the ride (One time or recurring) and type of ride (one way or two way)
• Select Vehicle type
• Select Parent or Nanny if accompanied with the children, otherwise, SKIP.
• Add your rider or select your rider if already added
• Add pick up and drop off location or select from the drop-down menu if already added
• Select Pick up and drop off date, pick up and return time, days and then tap submit
• Write pick up notes for Smart Driver (optional)
• Select your favorite driver if you have saved one (optional)
• Tap on Trip Summary to review the trip details, fare, etc. and edit if required
• Tap on Schedule Ride and receive bids from our drivers’ network
• Accept a bid and make the payment for the requested ride.

Below are the step-by-step guides for scheduling a Shared ride:

• Tap on Request Ride under the home screen and then select the Shared Ride option. Once you select Shared Ride, you will be prompted to choose ride frequency (one time or recurring) and ride type (one way or two way). Tap on your desired ride frequency and ride type.
• Select Vehicle Type and tap on the ‘’Next’’ button
• Add your rider or select your rider if already added
• Add pick up and drop off location or select from the drop-down menu if already added
• Select start date, end date, pick up time, return time, days and then tap submit
• Invite your shared/carpool family (mobile number of invitees must be saved in your mobile) or select your carpool/shared family if already added. Please make sure, the other carpool family download the App and add their children, pick up and drop off location. Once your carpool request is accepted, you will see the rider details of other parents/families.
• Once you select your children and provide details of their pick and drop location, pick up time, etc., next you need to select the riders from other families that will appear in your app. Once you tap on the rider, you will be directed to the next screen to provide pick-up and drop-off locations. Once done, click on Submit (same process to be followed for each rider). Once all the riders are selected, tap on the ‘’Next’’ button.
• Select your favorite driver if you have saved one (optional). If you select this option, your ride request will only be forwarded to the driver you have selected.
• You will now have the option to choose the pick-up order. Once Pick up order is selected, you will be directed to the next screen to select the payment option (You will have the option to pay in full by yourself or split the fare among riders).
• Tap on Trip Summary to review the trip details, fare, etc. and edit if required
• Tap on Schedule Ride and receive bids from our driver network.
• Accept a bid and then make the payment within 6 hours. (Note: If you have selected the payment option as ‘’Split evenly among the number of riders’’, then the total fare will be split among riders. Your trip will be activated after the completion of payment by all the participated families in the carpool.

In order to rate a driver, tap on the completed ride under Past Rides.

Once you tap on the Rate the Driver tab, you will be directed to the rate and review screen.

Rate the driver and write your feedback.

Provide your rating and feedback and tap submit. You can save driver as your favorite from the same screen after completion of 2 rides.

Our Ride cancellation policy is as follows:

For Single Family/Individual Rides:

• Zero cancellation fee for rides that have not been accepted by the Smart-Driver.
• Zero cancellation fee for rides canceled more than 12 hours before the scheduled ride.
• 50% cancellation fee for rides canceled more than 4 hours and less than 12 hours before the scheduled ride.
• 100% cancellation fee for ride canceled less than 4 hours before the scheduled ride.

For Carpool Rides:

Ride cancellation refunds will be processed based on the following:

• Zero cancellation fee for rides that have not been accepted by the Smart-Driver.
• Zero cancellation fee for rides canceled more than 12 hours before the scheduled ride by all riders/parents.
• 50% cancellation fee for rides canceled more than 4 hours and less than 12 hours before the scheduled ride by all riders/parents.
• 100% cancellation fee for rides canceled less than 4 hours before the scheduled ride by all riders/parents.

The cancellation fee is shared with the Smart Drivers to manage them efficiently.

You can cancel a ride at any time using SmartShuttle App. Your cancellation may be subject to a cancellation fee. Please review our ‘’Cancellation Policy’’ carefully before canceling any ride.

 Ride Cancellation for a Single Ride:

• Click on the ride under ‘’My Rides’’
• A ‘’Trip Details’’ screen will open and at the bottom of this screen, you will see a ‘’Cancel’’ button.
• Once you tap on the ‘’Cancel’’ button, it will show a pop-up message to confirm if you want to cancel the ride. Tap on ‘’Cancel’’. You will then receive a confirmation of ride cancellation.

Note: If the driver was already assigned for the ride, a cancelation fee may apply depending on when you cancel the ride.

Ride Cancellation for a Recurring Ride:

• Click on the ride under ''My Rides’’
• A ''Trip Details’’ screen will open and at the bottom of this screen, you will see a ''Cancel’’ button.
• Once you tap on the ''Cancel’’ button, it will show a pop-up message to confirm if you want to cancel the ride ''partially’ ’or ''cancel all rides’’. Tap on ''cancel all rides’’. You will then receive a confirmation of ride cancellation. If you want to cancel partially, a pop-pop calendar will appear to choose the desired date. Once the date is selected, press ''Cancel’’ to cancel the ride(s) for the selected date(s) only.

Note: If the driver was already assigned for the ride, a cancelation fee may apply depending on when you cancel the ride.

Yes, you can.

• In order to do this, you will first have to add a driver to your favorite list (please refer to faq on how to add a driver to the favorite list).
• Then Select the Driver from your favorite list after you provide your child details. Your ride request will then be forwarded to your selected driver only (subject to the availability of the driver).

How to reset your forgotten password:

• To reset your password in the SmartShuttle app, tap "Forgot" on the log-in page then enter your registered email and tap ‘’Reset Password’’.

• The reset password link will be emailed to you. Click on the ‘’Change Password’’ button. A new page will open in your device's default browser.

• After you have reset your password you'll see a confirmation that your password has been reset.

• You can now log into your SmartShuttle account with your new password!

How to change your password when you're logged into the SmartShuttle app:

• If you'd like to edit your password while you are logged in just press the "Menu" button on the top left corner then press "Settings." 
• When you've navigated to the Settings page just click on the ‘’Change Password’’, enter your new password, and then press "Reset.”
• If you are still having trouble, please email support@smartshuttle.net and include your name, email address, and mobile number. Our Customer Support Team will help resolve the issue as quickly as possible.

• To add riders, just press the "Menu" button on the top left corner then press "Add Riders". 
• When you've navigated to the Add Riders page, you have the option to add your child, Nanny, or yourself. Input all the details and press ‘’Add’’.
• If you have already added a rider, you can edit the information by clicking the image of that particular rider.

• To add locations, just press the "Menu" button on the top left corner then press "Add Places". 
• When you've navigated to the Add Places page, click on ‘’Add’’
• On the next screen, search your desired location and press ‘’Done’’. Give the name of that location (i.e. Home, School, etc.) and press ‘’Save’’.
• You can also edit an existing location by simply tapping on the location you want to edit. Follow the above steps and find a new location and save.

 Riders are expected to adhere to the following SmartShuttle behavioral code to ensure a safe ride.

Riders MUST:

• Present on time at the pick-up location
• Remain seated on the designated seat and fasten the seatbelt at all times during the travel.
• Be courteous and always follow the Driver instructions
• Be able to complete the trip (allowing for potential delays) without the need for medical treatment. SmartShuttle drivers are not trained to administer medication.

Riders MUST NOT:

• Change seat, refuse to fasten seatbelt, stand or move while school vehicle is on the move.
• Scream, use vulgar language or be disrespectful towards others in any way.
• Distract and misbehave with the driver
• Open the window and through objects of any kind
• Eat or drink on the school vehicle other than water.
• Damage the vehicle in any way.
• Request the driver to stop at an unauthorized stop.

We require a booking at least 12 hours before the planned ride. You will not be able to select your desired time if your planned ride is less than 12 hours at the time of booking a ride.

We require an adult to accompany the child below 5 years during the trip. Therefore, children under 5 years will only appear in the app once an adult is selected to travel with the child.