How can I use the Apt Rides service? Download the Apt Rides App from the Apple or Google Store. Open the application and enter the required information including your phone number, name, email address and preferred payment method. Enter your destination, select your ride type, and confirm the booking. Track your driver as they arrive to your pickup point and begin your journey.
Why can’t I open the application on my device? Check your mobile internet connection. If your device is connected to WIFI or through your data, there maybe a problem with the Apt Rides app. Try again in a few minutes or contact us through one of our support channels if the problem persists.
When I try to book a ride I receive a notification of ‘unavailable’, what does this mean? If there are no drivers available close to your location or the service is not available in your area, you will get an unavailable message. Try again in a couple of minutes or contact us through one of our support channels if you are unsure if we operate in your area.
I received a message that my driver arrived, but I can’t find them. What should do I do? If you cannot see your driver when they have ‘arrived’, message them through the app. Provide your driver as many details as possible to help them locate you, for example which side of the street you are waiting on or what colour clothing you are wearing.
I may have left an item in my vehicle during a ride, what should I do? If you believe you have left an item in a vehicle, please contact us through the mobile app support button as soon as possible. Provide a description of what was left and the details of your trip such as where you were picked up, approximately what time and your destination. If you think you left your mobile phone contact us via the support channels available at www.aptrides.com. We will get in contact with you as soon as possible.
Can I pay with cash? No, by law all payments for ride hail services must be processed through the mobile app via credit card, debit card, google pay or apple pay.
Can I tip my driver with cash? Yes, you may tip your driver via cash.
I forgot to add a tip for my driver, how can I add a tip after the trip has been completed? I forgot to rate my driver; how can I add a rating after the trip has been completed? You can add a tip and/or rate a driver for a completed trip by accessing ‘your trips’ from the menu on the app. By selecting ‘your trips’ you will see your trip history and can select the trip that you would like to add a tip to and/or to rate. Just below the fare total on the trip, you will see an ‘add a tip’ button which you can select to add a custom tip or a percentage. You can see at the bottom of the trip an option to rate the driver if you haven’t already.
How do I save a location to my home screen? To save a location select the where to button on the home screen. Once here you can select save location and you will be given the option to add a saved place. Enter an address and label the saved location for quick access when ordering a ride.
How do I change my preferred payment method? To change your payment method, select the menu button on the home screen. Select payment types and you can add an additional method and select your preferred mode of payment. The option with a checkmark beside it indicates your preferred payment type.
How do I change my personal details on the app, for example my email address or profile picture? To change your personal profile, select the menu button on the top left-hand corner of the home screen. Select settings and you can change your email address and update your profile photo. Please note that any inappropriate text or images will result in your account being suspended.
What should I do if my driver looks different than the picture in the app? Before you enter a vehicle, confirm the drivers name, face and vehicle information matches what is shown in-app. If you are not sure if the driver matches the information on your mobile device, please contact us through support on the application to provide more details so we can confirm the driver’s identity.
What should I do if my driver’s vehicle does not match with the details shown on my trip? If the make, colour and/or license plate of your ride does not match what is shown in-app, do not get into the vehicle. Only get into a vehicle that matches the information stated on your mobile app. Please contact Apt Rides through support on the app with your trip details so we can investigate the situation.
My driver is driving in an unsafe manner or may be impaired, what should I do? If your driver is driving in an unsafe manner and/or may be impaired, please advise your driver to pull over as soon as safely possible. If necessary, call 911 or activate the SOS button on the app. If your driver does not pull over or you feel unsafe asking the driver to pull over, press the SOS button on the app. SOS activation will alert Apt Rides of an emergency and we will attempt to contact you and your driver and notify 911 if necessary. If you reach your destination safely and feel that your driver was unsafe, please contact Apt Rides support through the app and provide details of your experience so we can investigate the situation.
I can’t log onto the mobile app, what do I do? To access the Apt Driver app you must be registered with Apt Rides. If you haven’t already registered with Apt Rides please contact firstname.lastname@example.org to complete registration. If you are registered and cannot log onto the mobile app, your required documents may have expired, or you maybe suspended or blocked from the service. Please check that all your paperwork including CVI, Insurance, Driver’s license and RCC are valid. If everything seems in order, contact Apt Rides through the help function off the app or at email@example.com to resolve the issue.
My vehicle did not pass the pre-trip inspection and I can’t log in, what do I do? To drive on the app your vehicle must be in safe operating condition. You must resolve all safety issues before you begin driving passengers in your vehicle. Once your vehicle has been repaired, you can accept that your vehicle is in safe operating condition and begin operating on the app.
I want to take a break for a few minutes, how do I switch between being available and unavailable? On the bottom of the main screen of the driver app you will see ‘you’re online’, press this tab and it will give you the option to ‘go offline’. While offline you will not be offered any trips. Once you are ready to go back to work you will see a ‘go’ button which you can press to become available for trips once again.
How long do I have to accept a trip offer? Once you receive a ride offer, you have 60 seconds to respond. Within this timeframe other drivers available nearby will also have the option to accept the ride. The first driver to accept the ride will receive the trip.
I was away from my phone and missed a ride offer, what do I do? If you miss a job offer, you will have to wait for the next available offer.
How do I determine the best way to get a customer from their pickup to drop off location? You should always take the most direct or quickest route as determined by the navigation function that you use (Waze, Google Maps, Apple maps etc.). Fares are calculated based on the most direct and quickest route, so you need to take that into consideration. If you are found to have purposefully taken a longer route you could be in violation of the Apt Rides terms and conditions of service.
How does the Hot Zones feature work? Hot Zones are accessible off the menu of the app and show in an easy-to-understand manner which areas of the Lower Mainland are seeing more demand for rides. The zones range in colour from yellow meaning least busy to dark red meaning busiest. The names of the areas give you an idea of where they are, and you can make the determination whether you should head in that direction.
How do I see the tips I have earned off a trip? To prevent drivers from discriminating against riders we do not show tips on the trip history portion of the driver app. The total tips you receive are added to your earnings. Total earnings are shown at the top of the home screen and in the earnings tab in the menu icon. Apt Rides will periodically provide a breakdown of total earnings and tips and can also provide tip information upon request. Drivers will also receive notifications on the app when they receive tips from riders with the total amount given.
How do goals work? Goals are targets that have been set by Apt Rides that when achieved unlock promotions and bonuses for drivers. Examples of bonuses for drivers include coffees, car washes, and cash back. Each goal will have a description of what needs to be done to achieve it and the reward drivers will obtain for doing so.
Something was left in my vehicle, what should I do? If you find an item in your vehicle, report the found item on the app as soon as possible. Through the menu on the app select ‘trips’, find the trip which you believe the item was left from and then select ‘report’ beside ‘did you find an item’? Provide details of the item and we will follow up to get the item back to the owner. If you don’t know which trip the item may have come from, report it through the last trip you completed.
I forgot to rate a passenger, how can I do this after the trip has been completed? Go to the menu on the home screen and select trips. Find the trip you would like to leave a rating for and find the option on that trip to provide a rating to the rider.
I was involved in an accident while on OR enroute to a trip, what should I do? If you, your passengers, or any other individual/s involved are injured and require medical attention please call 911. You will need to exchange license and insurance information with the other vehicle/s involved. If your passenger requires another ride, please complete the trip on your driver application and advise your passenger to book another ride. If there are any witnesses including your passenger/s, you should take their contact information as well. You will need to fill out an accident report to be submitted to Apt Rides and can contact the company for a sample accident report form if required.
What types of vehicles qualify for the Apt Elite service level? Apt Rides reserves the Apt Elite service level for those with vehicles that are newer (up to 5 years old) and nicer. Apt Rides determine on a case-by-case basis whether a vehicle can be included in this category. If you believe your vehicle is suited for Apt Elite and would like to be included in this service level, contact us at firstname.lastname@example.org.
Can my vehicle qualify for multiple service levels? Yes, if your vehicle meets the requirements for multiple service levels, you can be included in more than one.
When/How often do I get paid? Drivers receive pay once a week on Mondays for all money earned plus tips during the previous week.
I didn’t receive the amount of pay I expected, what should I do? Apt Rides pay period is from Monday 00:00:00am to Sunday night at 23:59:59. Taking this into account, if your pay was less than expected, please contact us through the support options available and we will be happy to investigate the situation.
I am unable to make it to a pickup address due to vehicle, application, or personal issues, what should I do? If you cannot make it to a trip pickup location for whatever reason you must cancel the trip on your app as soon as possible. Please note that by doing this you may be in violation of the terms and conditions of service, and you will not receive a cancellation payment.
My passengers are behaving inappropriately, are being disruptive or are causing a safety issue for myself and/or other riders, what should I do? If you are having problems with disruptive passengers that cannot be resolved through communication and is a danger to yourself or the safety of other passengers, please let the riders know that you will have to end the ride and pull over safely where possible. If you have any issue which requires the police or emergency services, and you can call 9/11 yourself please do so otherwise press the SOS button on the app and Apt Rides will try and contact you or send emergency services to your location.
I’ve lost or misplaced one or both of my Apt Rides signs, what should I do? Contact email@example.com and the company will arrange to get replacement signs to you for your vehicle.
How to request a ride. To request a ride, open the Apt Rides mobile app. If you are already registered for the service, the home screen will appear where you can select where you would like to go from the ‘where to’ tab. Enter your destination and you will receive an estimate of the cost of each type of service offered and the estimated time it will take to get to your destination. Select the service type you would like and confirm. When your ride is accepted, you will see your driver information and where the driver is currently located. Once the driver has arrived at your pickup location you will receive a notification and will have 3 minutes to meet your driver. Once the trip is completed you will automatically be charged the amount of the fare through your preferred payment type. If you would like to cancel your ride at anytime, there is an option on the app to cancel, but note you maybe charged a cancellation fee. At the conclusion of the trip, you have the option of rating and tipping your driver.
Ride types. Apt Rides offer 3 service levels. Apt S, which is the most economical level of service in a standard vehicle for up to 4 passengers. Apt Elite, which is a costlier service in nicer and newer vehicles for up to 4 passengers. Apt 6, which is a larger vehicle that can take up to 6 passengers.
How to rate your driver. At the completion of each ride booked, you will be given the option to rate your driver. You can skip this process at the end of your ride if you choose. At any later date you can go through your trip history and leave a rating for any unrated trips.
How can I see my personal rating. Apt Rides does not allow riders to see their rating. Apt Rides keeps a log of ratings and may contact you if you maintain a low rating. If you would like to know your passenger rating, you can contact Apt Rides through the support option, and we can provide you with details.
Driver rating. You will be able to see your driver rating when your ride has been accepted. The drivers rating will be shown with their name and vehicle details on the app.
Ride issues. If you have any non-emergency issues with your driver, the vehicle, or the amount you were charged please contact us through the support option on the mobile app. Please provide as much information as possible in the support screen and we will get back to you as soon as possible.
Application issues. If you can’t sign onto the app or book a ride, make sure that you are connected to WIFI or have mobile data enabled. If you are still having issues, contact Apt Rides through the support button on the application or at firstname.lastname@example.org.
Airport information for passengers. Providing commercial transportation from the Vancouver Airport is highly regulated as such Apt Rides is currently unable to pickup passengers at the arrival and departure terminals of the airport. If you try and book a ride from the Vancouver Airport you will be notified on the app that the service is unavailable. We are working towards making this service available at YVR and will provide more information as soon as available.
I lost my phone. If you have lost your mobile phone, contact us as soon as possible via support options available online or through email@example.com to report your phone lost. If your phone may have been left during a ride, provide us with details of your most recent trips and contact information and we will get back to you. Once we are notified of your lost phone, we will put a hold on your account so that no charges can be made.
Charges and payment methods.
Rates and Fees. Apt Rides charge a base rate plus a charge per km and per min for rides. The rates differ depending on the service type ordered and can be found on the rider section of our website.
Ways to pay for a Ride. Payments for a ride can be made through Apple pay, Google pay, credit or debit. You can add payment types and select your preferred payment method through the settings function on the mobile app. At the conclusion of your trip, your preferred payment type will be charged for the cost of your ride.
How to tip your driver. You can tip your driver directly through the app. At the completion of your ride, you will be given the opportunity to rate and tip your driver or skip. If you skip this process at the completion of a ride, you can add a tip later for any trip by scrolling through your trip history on the app. You may also choose to tip your driver directly via cash.
How to add or update payment info. You can add or update your payment information through the menu tab on the mobile app. Select payment types and add, delete, or update your payment type.
How to get a receipt for a trip. If you have saved your email address on your profile, you will be emailed a receipt at the completion of your ride. You can also access receipts for completed trips by going to the ‘your trips’ tab on the menu of your app. At the bottom of the selected trip, you will see a receipt button.
Profile and Account
How to create an account. To create an Apt Rides account, go to the app store on your mobile device and search for the Apt Rides mobile app. Once downloaded, open the app, and follow the instructions to create and setup your account. You need to be at least 18 years of age, and have a valid credit, or debit card or Apple or Google pay account. Once registration is complete you will be able to use the mobile app to book rides.
How to edit your profile. To edit your profile, select the menu icon on the top left corner of the home screen. From the menu, select settings and you will be able to edit your name, and email address. If you would like to edit your payment information, select payment types from the menu.
How to change your phone number. If you change your phone number contact us through one of our support, help or email channels and we can update your account. Alternatively, you can delete the app, download it again and create a new account with your new number.
Delete my account. If you would like to permanently delete your account, please contact us through the support function on the app and we can delete your account and remove any information that we are not required by law to hold.
Your personal info. Apt Rides goes to great lengths to ensure that all your personal information is protected and kept private according to all relevant laws and regulations. If you have any concerns regarding your personal information, please contact us through support on the mobile app.
I have lost access to my phone or email. If you have lost access to your phone let Apt Rides know as soon as possible to ensure that no rides are booked through your account. You can contact us through the support options available on our website. If you have lost access to your email, you can update new email information through your profile on the mobile app. If you need to change your phone number, contact Apt Rides so we can update your account information, or you can delete the app and create a new account.
If you are interested in driving on the Apt Rides platform you will need to ensure that you meet the requirements for ride hail drivers in the province of B.C. The information you need to make this determination is listed below. If you meet these requirements, fill out the driver sign-up form on our website or contact us at firstname.lastname@example.org and we will guide you through the rest of the process. Apt Rides need to collect documents and information from you and will work to make the process as simple and quick as possible. We will stay in touch with you during this time and provide updates as required until you are ready to drive on the app.
Driving, Driver, and Vehicle Requirements
Those interested in working as a ride hail driver require a Class 1,2 or 4 BC commercial drivers’ license. Drivers need to provide a ‘N’ drivers abstract from ICBC from within the last 30 days. If you have not been a resident of B.C for at least 3 years you would need to get an abstract from your previous jurisdiction to be able to produce 3 years of driving records. Drivers need to provide a criminal record check including vulnerable sectors and need to provide a new one once a year. Depending on the results of your driver abstract and criminal background check you may be denied the opportunity to drive on the Apt Rides platform.
Upon review of your criminal background check the following will result in refusal to work on the platform:
Any outstanding charges for offences under the Criminal Code or Controlled Drugs and Substances Act.
Any convictions for offences under the Criminal Code listed under sections 12.64 and 12.65 of the Passenger Transportation Regulation.
Any convictions for any other offences under the Criminal Code or Controlled Drugs and Substances Act within the last 10 years.
Egregious offences such as convictions or charges for homicide or sexual assault (criminal code 12.64, 12.65 of Passenger transportation regulation) result in permanent disqualification from driving Ride hailing.
Less egregious offences such as convictions for fraud and theft (12.63 c,d,e of Passenger Transportation regulation) can be permissible under review if occurred more than 10 years prior.
Drivers are required to notify Apt Rides if a conviction or charge occurs between annual checks.
Upon reviewing your driving history, you will be refused:
If you have had more than 4 pointable offences during the two-year review period (last 2 years), or any administrative prohibitions within the last 3 years, or any matters listed under section 12.66 or 12.67 of the Passenger Transportation regulation.
Serious driving offences within the three year review period may disqualify you as well.
You cannot have any of the following: Any matters listed under section 12.66 and 12.67 of the Passenger Transportation Regulation.
If you are approved to drive on the platform you will receive a Record Check Certificate that lasts a maximum of one year and expires on the later of 1 year after the issuing of drivers abstract or the criminal background check, whichever occurs on the later date.
Vehicles must not be older than 7 years and 1 month at anytime of operation based on the ICBC registration year.
No rebuilt or salvage vehicles.
Vehicle must have a valid commercial inspection (1st inspection can be an annual inspection, however, if vehicle driven over 40,000km in previous year next inspection must be semi-annual). If it cannot be determined whether the vehicle has driven 40,000km in the previous year, a 12-month inspection is permissible.
Vehicle must be registered in correct ICBC category (ride hail) and have correct seating capacity listed.
The vehicle that you are using as an Apt Ride must be listed in your name or you must be listed as a primary driver on the insurance.
Drivers under National Safety Code regulations must abide to the following hours of service restrictions:
You must have a minimum of ten hours of off-duty time in a day. Eight of the ten hours of off-duty time must be consecutive. The other two hours of off-duty time may be taken throughout the day in blocks of at least 30 minutes or they do not count toward the 10 hours off-duty.
You must not drive more than 13 hours in a day.
You must not drive after being on-duty for 14 hours in a day.
After 13 hours of driving, you have to take a minimum 8 consecutive hours off-duty before you can drive again.
After 14 hours of on-duty, you have to take a minimum 8 consecutive hours off-duty before you can drive again.
You cannot drive after 16 hours of total elapsed time between two 8 consecutive hour periods of off-duty time.
Once driver registration is complete, if you haven’t already you can download the Apt Driver app. The first time you open the application you will be required to enter your mobile phone number (the same as you registered with) to login. At least once a day you will be prompted on the app to confirm that you have done a safety check on your vehicle and that it is in safe operating condition. You will need to confirm that you have checked all the issues stated and that you deem your vehicle to be in safe operating condition to carry on utilizing the platform. If your vehicle is not safe you will not be able to access the platform and will need to address the issues that are unsafe. Once you have completed the safety check process or resolved any safety issues, you will enter the home screen where you can toggle between ‘your online’ and ‘go offline’ through the tab on the bottom of the screen. You can see your location on the map, the total amount you have available for payout on the top of the screen, and the menu by pressing your profile picture on the top left corner. For more information on how the mobile app works please visit the driver section of our website.
Earnings, Bonuses and Tax information
Drivers are paid weekly on Mondays for the period from the previous Monday at 00:00:00am to Sunday 23:59:59pm. Payment is directly deposited to your bank account through the digital payment processing platform Stripe. If you have any issues with receiving payment, receiving the incorrect amount or any other payment issues please contact Apt Rides and we will get back to you within 1 business day. Bonuses and rewards offered by Apt Rides will be paid out as they are achieved by the driver. Referral fees and reimbursement of expenses will be paid out as soon as the requirements to receive them are reached. If you are unsure what the requirements to receive bonuses and/or reimbursements are, please contact Apt Rides and we will get back to you as soon as possible. To receive payment from Apt Rides, drivers will need to complete registration with Stripe through the email link sent by Apt Rides during your onboarding process. If you have any problems setting up your Stripe account, you can follow help options available on the Stripe platform or contact Apt Rides and we will be glad to guide you through the process. Drivers will need to keep track of the total amount of income earned for GST and income tax purposes, however, Apt Rides will be able to provide information if necessary to ensure that you have the required data to file these returns. Drivers must obtain a business number within 30 days of registering with Apt Rides and provide the information to the company.
Profile, Account and Mobile Application Issues
I can’t log onto the driver mobile app. Make sure that all your license, RCC and registration information is current and valid. If required licenses or information is out of date you will be blocked from using the application. If all your information is current and valid and you are unsure why you can’t access the app, please contact Apt Rides through the help tab on the application or at email@example.com.
Update my profile/account information. To update any information on your account you must contact Apt Rides through the help option on the app or at firstname.lastname@example.org. Updates such as renewal of licenses, commercial vehicle inspection, phone number or a new vehicle must all be done directly through Apt Rides.
Delete my account. If you would like to delete your account, please contact Apt Rides through the help option or at email@example.com and we can complete the process for you.
I have lost access to my phone or email. If you have lost access to your phone, please let Apt Rides know as soon as possible so we can block your account until you have access to your phone again. If you change your phone number let Apt Rides know as soon as possible so we can update your account and ensure you have access to the app. If you would like to update your email address, you can make any changes via your profile in the app menu.
Fixing App issues. If you are experiencing any issues with the app, make sure that you are connected to the internet either through your data or WIFI. If there are no connection issues, try closing the app and relaunching. If you are still experiencing issues with the app, please contact us through the help and support options available.
Phone software recommendations and settings. Please be aware that utilizing the mobile application does use mobile data and battery power at a higher level than you may typically use.
How to update your App. At times you maybe required to update the app as changes are applied. To continue utilizing the app, the update must be accepted when prompted. If you do not accept the update, you may not be able to access the service. If you have any questions, you can contact the company via any of the support options available.
Report an accident or a collision. If you are in an accident while on an Apt Rides trip OR enroute to a trip you must fill out an accident report (you can request an accident report template from Apt Rides via email or support). Make sure you get detailed information from the any other vehicle/s involved in the collision, from any passengers in your vehicle and from any witnesses.
Report a safety incident or a traffic violation. If you receive a ticket or a violation order while enroute to or on a trip you must notify Apt Rides via email or support and provide a copy of the citation to the company per National Safety Code regulations.
Safety guidelines and policies. For more information on Apt Rides safety guidelines please refer to the Safety and Community Guidelines page of our website.
Personal Information. Apt Rides will protect your personal information as required by all laws and regulations in the province of B.C and Canada.
Accessibility and anti-discrimination. Refer to the Safety and Community Guidelines page on our website.
Partnership and marketing requests. Consult the Apt Rides Terms and Conditions of Service found on our website.
Use of the Apt Rides Logo and Brand. Consult the Apt Rides Terms and Conditions of License found on our website.
Driver referrals. Apt Rides encourage all drivers to recruit friends, relatives, and/or acquaintances to join the Apt Rides platform. The company will offer a $100 bonus to individuals who recruit a new driver upon the recruit completing 200 trips on the Apt Rides platform.
Airport Info for drivers. Providing commercial transportation from the Vancouver Airport is highly regulated. At this point, Apt Rides is unable to pickup passengers at the arrival and departure terminals, however, drivers will be allowed to drop off riders anywhere at YVR. We are working with YVR to resolve this and will provide updates once available. The app will block riders from making bookings in the vicinity of the arrival terminals of YVR for the time being. Trips WILL be allowed to be booked from areas around the Vancouver Airport away from the arrival terminals (such as the Petro-Can gas station, Tim Hortons, and the outlet malls).
If you still require help or have any of the following unresolved issues you can contact Apt Rides through the support option on the mobile app. Please provide as much detail as possible and provide all information as requested.
Review my fares and fees. If there was an issue with the amount you were charged such as you were double charged, the driver took a poor route, or you were charged for a trip you didn’t take.
I lost an item. You lost an item in an Apt Ride and have not been able to get in contact with your driver.
I had a safety issue. If you experience any safety issues or have any problems with your trip such as you were discriminated against, or your driver drove dangerously.
My driver was unprofessional. For example, your driver was rude, your driver didn’t match profile picture, your driver refused to drive you to your destination, your driver made an unplanned stop, or anything else which you would deem unprofessional.
My vehicle wasn’t what was expected. The vehicle wasn’t as nice as expected, the vehicle was dirty, the vehicle didn’t match profile, or the license plate number was different than shown on the app.
I had a different issue. Payment type issues, how do I get a trip receipt, how do I change a rating, why was my trip receipt updated, editing a tip, my driver had an animal in the vehicle.
I want to report a service animal issue. If you were denied service because you had a service animal.
General Information on using the App
Fixing App issues. If you are experiencing any issues with the app, please ensure that you are connected to the internet through either your mobile data or WIFI. If there are no connection issues, try closing the app and relaunching. If you are still experiencing issues with the app, contact us via the support option on the app or via contact information available on the website.
Phone software recommendations and settings. Please be aware that utilizing the app does use mobile data and battery power at a higher level than you may typically use.
How to update your App. At times you maybe required to update the Apt Rides mobile app as changes are applied. To continue utilizing the app, the update must be accepted when prompted. If you do not accept the update, you may not be able to access the service. If you have any questions, you can contact the company via any of the support options available.