There will always be unforeseen events that may ultimately lead to you losing access to your driver account — and we’ll update this policy regularly — but the following are sufficient cause for 515 MIAMI to take action: quality; safety; fraud; and discrimination.


Riders who use 515 MIAMI digital platform expect their drivers to drive safely, and also to be courteous and professional. The higher the quality of the service, the more riders want to take trips. Poor service has the opposite effect over time. There are several ways we measure driver quality, with the most important being Star Ratings.

Star Ratings

After every trip, riders are able to rate the driver on a scale of one to five stars, as well as give feedback on how the trip went. This system holds drivers accountable for their behavior.


Actions that threaten the safety of drivers and riders will be investigated and, if confirmed, lead to permanent deactivation of your account. For example:

Physical contact with riders. As our community guidelines make clear, you shouldn’t touch or flirt with other people in the car. As a reminder, 515 MIAMI has a no sex rule. That’s no sexual conduct with riders, no matter what. And you should never hit or otherwise hurt a rider.

Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.

Unwanted contact with riders after a trip is over. For example, texting, calling, or visiting someone in person after a ride has been completed.

Breaking the local law while using 515 MIAMI digital platform. For example, texting while driving; speeding or otherwise breaking local traffic laws; and using 515 MIAMI digital network to commit a crime, including drug and human trafficking or the sexual exploitation of children.

Safe Driving. 515 MIAMI expects drivers to drive safely at all times.

What leads to you losing access to your account? If we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to 515 MIAMI digital platform. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using 515 MIAMI digital platform can result in the immediate loss of your account. 515 MIAMI will also deactivate the account of any driver who receives several or serious complaints of poor, unsafe, or distracted driving. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.

Zero Tolerance for Drugs and Alcohol

515 MIAMI does not tolerate the use of drugs or alcohol by partners while driving.

What leads to you losing access to your account? The account of any driver found to be under the influence of drugs or alcohol while using the 515 MIAMI digital platform will be permanently deactivated. 515 MIAMI may also deactivate the account of any driver who receives several unconfirmed complaints of drug or alcohol use.

Compliance with the Law

515 MIAMI expect drivers to act in compliance with all relevant state, federal and local laws and the rules of the road at all times. This includes meeting the regulatory requirements for for-hire drivers in your area.

What leads to you losing access to your account? 515 MIAMI may permanently deactivate your account for activities such as: engaging in serious illegal activity; not maintaining valid vehicle registration or driver’s license; and receiving serious traffic citations, or several traffic citations that indicate unsafe driving.

Firearms Ban

515 MIAMI prohibits riders and drivers from carrying firearms in a vehicle while using 515 MIAMI digital platform.

Background Checks

All drivers wanting to use 515 MIAMI digital platform are required to undergo a screening process, like motor vehicle record and background checks, to ensure safety and compliance with our criteria.

What leads to you losing access to your account? We will permanently deactivate a driver’s account if a routine motor vehicle record or background check uncovers a violation of 515 MIAMI's safety standards or of other criteria required by local regulators.

Unacceptable Activities

To maintain the transparency and safety of each trip for all users, activities conducted outside of 515 MIAMI digital platform — like anonymous pickups — are prohibited.

What leads to you losing access to your account? We will take action against a driver for activities such as: accepting illegal street hails; harming the business or brand, like unauthorized use of 515 MIAMI signage or  intellectual property, or otherwise violating the drivers’ agreement with 515 MIAMI; and soliciting payment of fares outside the 515 MIAMI digital platform.


Fraudulent activity undermines the trust on which 515 MIAMI is built. That’s why we are constantly on the lookout for fraud by riders and drivers who are gaming 515 MIAMI digital platform.

What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: deliberately increasing the time or distance of a trip; accepting trips without the intention to complete, including provoking riders to cancel; creating dummy rider or driver accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; and intentionally accepting or completing fraudulent or falsified trips.

Accurate Personal Information

The 515 MIAMI digital platform is designed to give riders identifying information about drivers and their vehicles, like their name, profile picture, vehicle model and license plate number, before the trip begins. Inaccurate or outdated information creates confusion among riders and can diminish their experience with 515 MIAMI.

What leads to you losing access to your account? We will deactivate your account for activities such as: providing 515 MIAMI with inaccurate information; allowing someone else to use your account; and taking a trip using an unapproved vehicle.

In addition, we will take action to prevent any driver whose required documentation becomes invalid — like a driver’s license that expires — from going online until the driver provides 515 MIAMI with updated information.


515 MIAMI's mission is to connect riders to reliable transportation, everywhere for everyone. We have a zero tolerance policy towards discrimination of any kind at 515 MIAMI.

What leads to you losing access to your account? It is unacceptable to refuse to provide services based on where someone is going, or characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, state or local law. Actions like these will result in permanent deactivation of your account.

We expect drivers using the 515 MIAMI digital platform to comply with all relevant state, federal and local laws governing the transportation of riders with disabilities, including transporting service animals.

Getting Back on the Road After Deactivation

If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get back on the road if you provide proof that you’ve successfully taken a quality improvement course offered by third party experts, available in most U.S. cities today. 

Last updated: February 6th, 2017

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