Safety, security, and customer service are at top of mind with everything we do and we expect that this is extended through our driver community, to our customers.
We want to make every ride with Hitch comfortable for all of our riders and drivers. The guidelines in this section help to foster positive interactions within our diverse community during every experience.
Treat everyone with respect
We've created these standards for all contact points while using our service. This includes while interacting with our Customer Experience team, Driver Operations team, other Hitch drivers, and riders in your vehicle.
In an effort to protect the health and well-being of our Hitch community, we are continually enhancing our current Coronavirus response, to align with the CDC and slow the spread of the COVID-19. Let's, together, do our part to combat the spread of this virus while providing a safe travel option.
If not fully vaccinated, drivers are expected to wear a mask for the entirety of the trip - from pickup to drop off. For more information on our COVID-19 efforts and all driver and rider expectations, please visit this article. If you have any questions or need any clarification on this, please reach out to your Driver Operations team.
With the use of our app and platform, you agree to the following to help make every experience respectful, positive, and safe:
Always be on time
Rider information will be available to you once matched. Once you get to the pickup location, please check in with your rider right away. Riders are provided with the license plate and made/model of the car you provided when applying for Hitch. If you need to change out that car - please let us know before you drive. You should also feel free to ask riders to confirm your name, as well as theirs before they enter your vehicle. Please do not pick up riders in cars that are not registered on our platform.
Drive safe and without distractions
The safety of our riders and drivers is our top priority, and once the rider is in your vehicle, most of this responsibility will fall on you as the driver. Staying alert, keeping your eyes on the road, and maintaining the posted speed limit is important and all factors into safe driving. We also recommend keeping music at a reasonable level and avoid eating during driving, as both can distract you from the road.
Please also remember that texting while driving is illegal in all of Texas. Providing a rider with a safe ride allows for a successful rider experience and often will factor into the amount of tip a driver is given as well as the review you receive.
We do not condone the use of ANY device while driving. It should go without saying, but please do not use your device to watch TV, videos, scroll social media, or for any other use. While you need to have the Hitch app active and may need the use of a direction-based map app - please use this in hands-free mode, mounted, and easily visible.
We reserve the right to remove drivers from the platform without notice if we believe they are materially breaking traffic laws or are otherwise operating their vehicles in an unsafe manner.
Encourage backseat riders
Consider inviting riders who are traveling solo to sit in the back seat to give everyone some personal space and practice social distancing. This provides riders the space to work, read, and enjoy the ride.
However -- please remember! We never sell the middle seat. On a full car, shared ride, two riders should be in the back, and one should be in the passenger seat. If you cannot accommodate this, please do not accept the ride.
Seatbelt use is required by law for both you and all passengers. Safety is our first priority.
Be kind and respectful
Always. Hitch wants to ensure a safe and welcoming community for all riders and drivers with respectful and positive behavior from both sides. Words matter.
Take cues from your passenger about whether or not they'd like to have a conversation, listen to music, or ride quietly, uninterrupted. When the rider does want to chat, we kindly suggest that you avoid conversations and topics that may be controversial or offensive in nature.
Disclose to your rider if you are using any sort of recording during your drive
We understand that as a driver, you have the right to safety and security in your personal vehicle and that can include having video or sound recording in your car. We do, however, request that you disclose any recording devices to your rider and that these recordings remain private. It's the right thing to do to always obtain consent and be upfront to ensure that everyone is on the same page.
Communicate clearly and in advance about the timing of any rest stops
Long trips can mean the need for a stop or two on the way. At the start of the ride, this should be a conversation that both the driver and rider have so any time constraints or specific requests could be discussed. Please do your best to accommodate our riders so we can always provide great service.
Ensure pickup and dropoff occurs at our specified locations.
We select safe and convenient pickup and drop-off locations along the route that all riders and drivers have agreed to at the start of the ride. For your safety, as well as the safety of the rider, please only pick up and drop off at these agreed-upon locations. Pickups and drop-offs should only occur at our designated locations. All Hitch rides must stop and start at our locations.
No smoking or vaping while driving for Hitch.
No drinking or open containers of alcoholic beverages allowed.
Please be kind and respectful to everyone in the car. We kindly suggest that you avoid conversations and topics that may be controversial or offensive in nature so everyone always feels safe and comfortable. Aggressive, confrontational, and harassing behavior is never tolerated. Keep conversations casual and friendly.
All contact should end with riders once the trip is completed.
Sexual assault and misconduct
Sexual assault and sexual misconduct of any kind are prohibited. Sexual assault and misconduct refer to sexual contact or behavior without the explicit consent of the other person.
Personal space and privacy should be respected. The following list provides examples of inappropriate conduct.
Behaviors and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles, and winks. Don’t touch or flirt with people you don’t know.
Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity, or sexual orientation. Refrain from asking unrelated personal questions, such as, “Are you in a relationship?” Avoid discussing your own or someone else’s sex life, using explicit language, or making jokes about sex.
Sexual contact is prohibited while using the Hitch App, including before the pickup and during a trip.
Follow up with our Customer Experience team as soon as possible at the conclusion of your drive if there were any concerns we can assist with.
We can only help when we know in a timely manner about any issues that occurred. We are here to help you be successful — so please do reach out to us if you need anything.
Hitch prohibits any sort of discrimination against users based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age, or any other characteristic protected under applicable law. Such discrimination includes, but is not limited to, any user refusing to provide or accept services based on any of these characteristics. Any user found to have violated this prohibition will lose access to the Hitch platform. Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of persons. In such jurisdictions, services provided in compliance with these laws and the relevant applicable terms are permissible under this policy.
As always, riders and drivers can cancel a trip for any reason. Failure to comply with Hitch policies, including our Community Standards, may result in your drive being canceled without payment. We reserve the right to remove drivers from the platform without notice if we believe they are not operating within our TOS, Community Guidelines, Hitch Policies, or standards of service.