Frequently
Asked
Questions

This policy is being enforced because each no-show affects our drivers’ daily pre-determined schedules and routes. In addition, FACT pays for each no-show as they would a completed trip.

When does a no-show occur?
If a driver arrives for a scheduled pickup and is unable to find a rider after 15 minutes, the trip will be considered a no-show. Drivers and FACT dispatch will attempt to contact the rider during the 15-minute window; the driver will be released if the rider fails to appear during that time. A trip cancelled less than two hours before the beginning of a scheduled pickup window is also considered a no-show.

When do I need to cancel my ride?
FACT asks that you inform our call center at least two hours before a scheduled pickup if the trip is no longer needed. This allows our drivers enough time to adjust their schedules.

Something out of my control occurred – I have to cancel my ride at the last minute. Will this be held against me?
As every rider and their circumstances are unique, FACT dispatch will review each no-show on a case-by-case basis. A cancellation due to emergency or illness will not be held against a rider. Exceptions will also be made for medical appointments that end later than anticipated.

When will I be suspended from FACT services?
A rider will be suspended from FACT services if they accrue three no-shows within one calendar month. The suspension will go into effect immediately and will last for 30 days total.

What occurs after each no-show I accrue?
A rider’s first no-show will be noted by FACT dispatch on their profile. If another occurs during the same calendar month, the rider will receive a verbal warning via phone call. A notice of suspension will be mailed to them after their third.