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 Get in touch option on the app 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? Currently you cannot add a tip or leave a rating once the ride is complete. You will be given the option to provide a tip and rate the driver during the course of the ride, however, once the ride is complete this option will be unavailable. There is an option to have a set tip amount that will be automatically added to each complete ride which you can set up and change at anytime in your app profile. If you didn’t have the chance to leave a tip or rating and experienced exceptional or poor service you can always let us know directly through any of our contact channels.
How do I save a location to my home screen? To save a location, press the menu button on the home screen, select profile and press saved places. Select ‘add a place’ and enter an address or location 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 wallet and payment methods. From here 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 profile and personal information to 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 manager@aptrides.com 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 get in touch off the app or at manager@aptrides.com to resolve the issue.
I want to take a break for a few minutes, how do I switch between being Online and Offline? On the bottom of the main screen of the driver app you will see Offline and Online. Toggle the option to Offline if you want to take some time off, and when you are ready to accept rides again, toggle back to online.
How long do I have to accept a trip offer? Once you receive a ride offer, you have 10 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 recent job offer, and it is still available, you can place a ‘bid’ on the ride. If the ride becomes available again you will receive the offer. If the ride is not available 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 the distance and time traveled, 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 white meaning least busy to dark red meaning busiest. .
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 for the day are shown at the top of the home screen and weekly, and monthly earnings can be found on your APT Stripe dashboard. Apt Rides will periodically provide a breakdown of total earnings and tips and can also provide tip information upon request.
Something was left in my vehicle, what should I do? If you find an item in your vehicle, and cannot determine or return it to its rightful owner, report the found item to Apt Rides. Provide details of the item and the ride and we will follow up to get the item back to the owner.
I forgot to rate a passenger, how can I do this after the trip has been completed? Unfortunately at this time you can only provide a rating to your passenger upon the completion of their ride.
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 highly rated drivers with vehicles that are newer (up to 5 years old), can take up to 6 passengers, and are higher quality. Apt Rides determine on a case-by-case basis whether a vehicle and driver can be included in this category. If you believe you and your vehicle is suited for Apt Elite and would like to be included in this service level, contact us at manager@aptrides.com.
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 can adjust their payout schedule through their Apt Stripe dashboard. Options are available for weekly and instant payouts.
I didn’t receive the amount of pay I expected, what should I do? 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 ride 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 manager@aptrides.com and the company will arrange to get replacement signs to you for your vehicle.
Taking Rides.
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 ‘Order now’ 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. During the course of your ride, 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 with highly rated drivers in luxurious and newer vehicles for up to 6 passengers. Apt 6, which is a larger vehicle that can take up to 6 passengers. As we grow we will be adding more service levels to offer more variety to our riders.
How to rate your driver. You will have the opportunity to rate your driver during the course of your ride, when the prompt for this option shows on your screen. At the moment you won’t be able to rate your driver once the ride has been completed. If you weren’t able to provide a review and had an experience whether positive or negative that you would like to share with us please contact us through the get in touch options. We always appreciate feedback to help improve our service.
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 get in touch option on the mobile app. Please provide as much information as possible 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 get in touch button on the app or at manager@aptrides.com.
I lost my phone. If you believe you may have lost your mobile phone in an Apt Ride, contact us as soon as possible via our support options through our website or by manager@aptrides.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, credit or debit. You can add payment types and select your preferred payment method through your wallet 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 or via cash. During the course of your ride, you will be given the opportunity to rate and tip your driver or skip on the app. Please note that once your ride has been completed you will not be able to go back and provide a trip or rating for your ride through ride history.
How to add or update payment info. You can add or update your payment information through your wallet in the menu of the mobile app. Select payment types and add, delete, or update your payment type and select your preferred method of payment.
How to get a receipt for a trip. To receive receipts of your rides make sure you add your email address on your profile. After every completed ride you will be emailed a receipt with detailed information. If you cannot find or require a receipt for a completed ride please contact us at manager@aptrides.com
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 must have a valid credit, or debit card or an Apple 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 profile and you will be able to edit your name, email address, phone number, profile picture and emergency contact number. If you would like to edit your payment information, select wallet from the menu.
How to change your phone number. You can change your phone number directly through your profile on the app. You will need to enter the OTP code from your new number to successfully complete the process. 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, you can select the delete my account option through your profile and personal information off the menu.
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, update the information on your profile, or you can delete the app and create a new account.
How to Become an Apt Rides Driver
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 manager@aptrides.com and we will guide you through the rest of the process. Apt Rides need to register your phone number on our system before you are able to access the Apt Driver app. If your number is not registered, you will see a message stating this when you try to open the Apt Driver app. 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.
Vehicle Requirements.
- Vehicles must not be more than 10 years old at anytime of operation based on the ICBC registration year.
- 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.
Driver basics
The first time you open the Apt Driver app you will be required to enter your mobile phone number. Please enter all the required information including profile picture, driver licence details, and vehicle details. Once you have submitted all your documents and your registration is complete you will be able to access the full Apt Driver app. From the home screen you can toggle between ‘offline’ and ‘online’ to go available and unavailable. You can see your location on the map, the total amount you have earned for the calendar day on the top of the screen, and the menu by pressing the 3 horizontal lines 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
Money earned is transferred directly to your Apt Stripe dashboard upon the completion of each ride (assuming that you have correctly connected your account upon registration). Payment is directly deposited to your bank account through the digital payment processing platform Stripe. If you have any issues with receiving payment or with the amount paid out 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 automatic payment from Apt Rides, drivers will need to complete registration with Stripe through the ‘payout via Stripe’ tab on the wallet in the Apt Driver app. If you have any problems setting up your Stripe account, please refer to the ‘Welcome email’ that Apt sends out to new drivers. We provide detailed information that will help with the process on that email. 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, Record check certficate 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 get in touch tab on the application or at manager@aptrides.com.
Update my profile/account information. You can update information on your profile on your Apt Driver app, however, if you are changing your vehicle or need to update your registration, commercial vehicle inspection, Police Information Check or Driver abstract you must also contact Apt Rides through the get in touch tab on the app or at manager@aptrides.com. Certain information is required to be kept on file by Apt Rides thus we need to be informed.
Delete my account. If you would like to delete your account, please contact Apt Rides through the get in touch option or at manager@aptrides.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.
App permissions for drivers. Refer to the Apt Rides terms and conditions of service and privacy policy for more information on app permissions.
Other Issues
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 ride 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.
Third party requests for data. Consult the Apt Rides privacy policy found 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. For more information on the bonuses and rewards offered for referrals please contact Apt Rides.
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.
App permissions for riders. See the Apt Rides terms and conditions of service and privacy policy, which are available on our website for more information.