Service Infractions and Suspensions

What it is and how it works

• A “service infraction and violation” occurs if you cancel your ride late (within 2 hours of the start of your pickup window), do not show for your ride when we arrive or cancel your ride when we arrive
• We will always excuse these violations for reasons outside your control (such as a medical issue) or when we are at fault (we arrive after the pickup window)
• You must always tell us! You will receive notification of all violations. When the reason is outside your control, call the scheduling department during regular business hours at 585-224-8330, press option 3.
• At the end of every month, we measure the remaining violations. If you have 3 or more violations and five percent (5%) or more of your scheduled trips were violations, a “Repeated Service Infraction” occurs
• Each NEW month, every customer starts with zero violations!
• Everyone starts with ZERO violations and “Repeated Service Infractions” every January 1st!

What happens if you receive a Repeated Service Infraction

• The first “Repeated Service Infraction” is a warning letter
• The second is a 5-day suspension, the third a 10-day suspension, the fourth is 15 days and the fifth and subsequent “Repeated Service Infraction” is a 20-day suspension
• If you receive notice of a service suspension, you may always appeal.