Kinds of account action #
- Temporary restriction: a specific feature is limited (for example, new trip requests) while an issue is resolved.
- Safety hold: access paused while a safety report is investigated.
- Payment hold: access paused for unresolved charges, failed payments, or chargeback disputes.
- Document pause (drivers): going online is paused when a required document expires, until it is updated.
- Emergency suspension: immediate suspension when safety requires it, before any review completes.
- Permanent deactivation: the account loses platform access after a substantiated serious violation or eligibility loss.
Common reasons #
- Safety incidents or credible safety reports.
- Zero-tolerance drug or alcohol reports (drivers) — suspension pending investigation per that policy.
- Fraud or payment abuse.
- Policy violations, including discrimination, harassment, or service-animal refusal.
- Eligibility loss: license suspension, insurance lapse, or a disqualifying screening result (drivers), handled with the adverse-action rights in the Driver Eligibility and Background-Check Policy.
- Legal or regulatory requirements.
- Account sharing or impersonation.
Riders #
Riders receive notice of an account action where appropriate, with the reason category and — except where safety, fraud prevention, or law prevents it — an opportunity to respond with their side and supporting evidence before permanent action.
Drivers #
Drivers additionally receive: notice identifying the policy at issue where appropriate; an opportunity to respond with evidence (photos, trip details, receipts) before permanent deactivation except in emergency-safety cases; and the background-report rights described in the Driver Eligibility and Background-Check Policy where a report is involved.
Appeals #
- You may appeal a suspension or deactivation through support, identifying your account and the decision.
- Attach any supporting evidence.
- A person who was not the original decision-maker reviews appeals against the applicable policy and the evidence from both sides.
- You will be told the outcome. Ride does not promise a specific turnaround time until its support operations can reliably meet one; appeals are handled as promptly as staffing allows.
- No retaliation: filing a good-faith report or appeal will not itself cause account action.
Immediate action for safety #
Nothing in this policy delays immediate action when safety requires it. Investigation and appeal follow the emergency step.
Contact #
Appeals and questions: Email support@ridebylamar.com or call (561) 542-7560.