Frequently asked questions
Zero Tolerance Policy
Go Happy Cab maintains the following Zero Tolerance Policies. Users reported to have violated one or more Zero Tolerance Policies may be promptly suspended pending an investigation, and those found to have violated one or more of the Zero Tolerance policies will be removed from service.
1. Impaired driving, including the use, possession, or being under the influence of drugs or alcohol while driving Go Happy Cab passengers.
2. Physical contact between a GoHappyDriver and a youth Rider is strictly prohibited, except in the case of parent approved limited physical assistance or an extraordinary safety reason where emergency assistance is required. In the case of an adult Rider, limited physical assistance may be requested by the adult Rider.
3. Illegal use of a mobile device while driving.
4. Discrimination against any User on the basis of race, color, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age, sexual orientation or any other classification protected by state or federal law.
5. Sexual harassment against any User including but not limited to, unwanted verbal or physical advances; leering, gestures, or displaying suggestive objects, pictures, cartoons, or posters; derogatory comments, epithets, slurs, or jokes; graphic comments or suggestive messages or invitation; and physical touching or assault, as well as impeding or blocking movements.
You may also contact the California Public Utilities Commission at (800) 849-9444 or by email to CIU_intake@cpuc.ca.gov
Limited Physical Assistance for Older Riders
Physical contact between a Go Happy Care Team and a youth Rider is strictly prohibited, except in the case of an extraordinary safety reason where emergency assistance is required. In the case of an adult Rider, limited physical assistance may be requested by an adult Rider.
This is limited to helping an adult Rider load and unload from a vehicle or lending an arm to walk the adult Rider to and from the vehicle. Physical assistance to an adult Rider should only be rendered upon request of the adult Rider and should not jeopardize the Go Happy Care Team or the Rider’s safety (for example, a Driver is never expected to lift a Rider or other heavy objects).
Inappropriate physical contact between any Rider and the Go Happy Cab Driver is strictly prohibited and is grounds for immediate removal from service.
Impaired Driving and Driving Hours
To ensure platform safety, Go Happy Care Team may not operate a vehicle when their ability to operate that vehicle is impaired through illness, fatigue, or any other condition that would likely cause the unsafe operation of the personal vehicle.
Go Happy Cab’s Care Team will not operate a vehicle if they have consumed alcohol within 4 hours of starting their shift or if they are otherwise under the influence (or in possession) of alcohol or drugs while working for Go Happy Cab.
Go Happy Cab Driver’s may not exceed more than 12 consecutive hours of providing services for Go Happy Cab.
Can my child bring a friend if there's room in the car?
Unfortunately not. For safety reasons, the Care Team must know in advance who is scheduled to ride and are not allowed to drive any children that are not booked on the ride.
You can, however, schedule a ride for your child and their friend with the permission of the other rider's parent/guardian. To do so, you'll need to create a rider profile for the friend with their information in your account. Once you do that, you can set up the rides as usual!
What are Go Happy Cab's hours?
We can help you get your kids where they need to go anytime seven days a week, except for certain holidays.
The holidays we are closed for 2021 include:
Christmas Holiday - 12/24/21 through 12/27/21
New Year's Eve - 12/31/21
New Year's Day - 1/1/21
MLK Day - 1/18/21
Presidents Day - 2/15/21
Memorial Day - 5/31/21
Independence Day - 7/5/21
Labor Day - 9/6/21
Thanksgiving - 11/25/21 and 11/26/21
Christmas Eve - 12/24/21
Christmas - 12/25/21
New Year's Eve - 12/31/21
Our Go Happy Cab Support Team, which monitors all rides, is available to handle all urgent issues any time a ride is taking place. To reach them, please call 415.800.CARE.
If you have general questions, billing questions, or any other non-urgent issues, please contact our Support Team at firstname.lastname@example.org or 415.521.0537.. You'll be able to reach the team by email, phone, or chat on weekdays from 8:30am to 6:00pm PT.
Will I have a consistent driver?
Go Happy Cab offers both flexibility to our Care Team Members, as well as safe and reliable transportation for Ride Organizers. To help ensure that Ride Organizers do not experience cancellations or delays due to a Driver’s flat tire, illness, or other life event, Go Happy Cab does not guarantee the same Driver for each ride.
Instead, we strive to match every single rider with a driver and alternate driver and create a consistent ride experience (from matching vehicle decals to, to code words, to pick-up procedures) that can be fulfilled by any one of our highly vetted Go Happy Cab Driver. This helps to ensure that Go Happy Cab can consistently meet the needs of Ride Organizers, regardless of the scheduling conflicts of any one Driver. After all, no child should have to miss out on an opportunity just because their regular Driver can’t perform the ride.
Will the Go Happy Cab Driver go inside and sign out my child?
Go Happy Cab Drivers will follow any pickup or drop off procedure you define for them. When you are scheduling your ride, you can leave detailed notes about your pickup and drop off locations.
This is your chance to tell your Go Happy Cab exactly what you want them to do upon arrival or departure.
You can let the Driver know that you’d like them to park and go inside to sign your child out.
You can ask the Driver to walk your child to the door of your house or apartment.
You can ask them to make sure your child locks the door behind them.
A Driver will do anything you normally do upon both pickup and drop off.
What happens if my Rider is late?
Go Happy Cab drivers allow 10 minutes load time for each pickup. If your Rider is late it can increase the cost of your ride and, if the Go Happy Cab can’t reach you or your rider, the Driver may need to leave the pickup location to make it to their next ride on time.
If the Driver has arrived at the pickup location early or on-time and the ride’s pickup is still delayed 10 minutes or more, a Wait Fee of $10 will be charged. The Wait Fee will only be applied once per ride. For example, it will not be added again if the wait time is another 10 minutes. To avoid extra charges, we recommend setting the pick up time for as close to the actual time your Rider will be ready to go. For example, if school is dismissed at 2:50 and your Rider is ready to go at 3:05, change the pick up time to 3 or later, rather than setting it at 2:50.
If your Rider is unexpectedly late the day of their ride, please let the Go Happy Cab know as soon as possible by Calling the Ride Support team at 415.800.CARE. The Driver may have another ride following yours that will need to be reassigned to another driver. Keeping the Driver and Go Happy Cab Support Team informed helps ensure that no Rider is left waiting without a ride.
What are pickup and dropoff notes?
When you are scheduling your Go Happy Cab ride, please leave detailed notes about your pickup location. This is your chance to tell your Driver exactly what you want them to do upon arrival. Please include as much detail as possible in the pick up and drop off instructions. This ensures that your Driver will be able to find your child and makes for a smoother ride. Some parents find it helps to close their eyes and envision visiting the location for the first time.
Some questions to think about when creating your pick up notes:
Is there a pick up line at the location?
Will the child need to be signed out?
Should your Driver park?
Should your Driver go inside?
Are there any landmarks your Driver can use to locate your child?
If you have specific driving directions for your Driver after pick up, please detail them in the pick up notes section and not the drop off notes section as the \Drivers see the pickup notes before driving to the drop off location.
Some questions to think about when creating your drop off notes:
Should the Driver park and walk my child in?
Where should the Driver park?
Has the rider been to this location before?
Should the Driver follow the rider's instructions about where to be dropped?
If the location is locked, what should the Driver do?
Are there locations or ride mileage that cannot be accommodated by Go Happy Cab?
We recommend using 100 miles as a general guideline when thinking about the maximum distance for your rides. There is, however, no rule regarding the maximum distance we will travel. Call Go Happy Cab to arrange for an out of County ride in advance whenever possible.
Do you guarantee you’ll find a Go Happy Cab Driver for every ride?
Although we do everything we can to schedule and assign pre-scheduled rides for our clients, we can’t guarantee a Go Happy Cab Driver for every ride that is not prescheduled. However, almost all rides are matched to Drivers. We do not control our Drivers’ schedules, but we use many different strategies to ensure rides will have drivers assigned to them. Reoccuring rides are matched a week in advance at the earliest.
If, for some reason, we do not have a Go Happy Cab available for an on demand or pre scheduled ride, you will never be blindsided by this information. We let parents know at 8 pm the night before a ride, 7 am the day of the ride, and 30 minutes before the ride’s start time.
Our goal is to keep you in the loop so you can make alternate arrangements when you feel it’s necessary. If you choose to make other plans, you can cancel any ride by texting or calling us.
How far will you drive my child?
We recommend using 100 miles as a general guideline when thinking about the maximum distance for your rides. There is, however, no rule regarding the maximum distance we will travel. If a Go Happy Cab is available to drive the distance, they’ll do the ride!
Will Go Happy Cab transport individuals with disabilities?
Absolutely! We enforce a strict anti-discrimination policy and welcome the opportunity to work with Riders who have special needs.
Can you accommodate my rider who is in a wheelchair?
Riders using a collapsible wheelchair or mobility device that fits in the trunk of standard sedans can book rides simply by calling us (we just ask that you let us know so that our Happy Cab driver can ensure sufficient space in the vehicle. We also ask that the rider be able to transfer him or herself from the wheelchair or mobility device into the vehicle with minimal assistance, as we do enforce a Zero-Tolerance Policy relating to physical contact in order to ensure the safety of both riders and drivers.
If your rider utilizes a fixed-frame wheelchair or non-collapsible mobility device, please call Go Happy Cab at 415.800.CARE to schedule a Go Happy Cab wheelchair accessible vehicle availability in your area.
What are the minimum criteria for Riders to be eligible to use Go Happy Cab?
Riders must be able to adhere to the Go Happy Cab Community Guidelines, which require that Riders:
Be a minimum of 5 years of age and able to sit in either a standard sedan seat or a backless booster seat, as required by law
Be able to follow simple instructions/commands on a consistent basis
Be able to refrain from aggressive or violent behavior consistently
Be able to follow in-vehicle safety procedures (staying in the seat, keeping seat belt
fastened, keeping doors closed while moving, etc.) consistently
Be able to follow pickup and dropoff safety procedures consistently
Be able to refrain from eating/drinking for the duration of the ride
Be potty trained and able to travel for the duration of the ride without stopping
Be able to complete the trip (allowing for potential delays) without the need for medical treatment. Go Happy Cab Drivers are not trained to administer medication. If emergency protocols need to be in place for your child, parents must submit in writing prior to Go Happy Cab providing service.