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Terms of Service

Effective October 17, 2026

The short version. FlexRides is an app that connects riders with independent local drivers. The rider suggests a fare, a driver accepts it or offers another price, and the price you both agree is the price of the trip. Pay by card in the app. Treat everyone with respect. These summaries are for convenience; the full terms below are what apply.

1. About these terms

These Terms of Service ("Terms") are an agreement between you and Zohaib Hassan Khan, operating as FlexRides, of Unit A, 640 Graham Avenue, Fredericton, NB E3B 4C3, Canada ("FlexRides", "we", "us"). They apply to the FlexRides app for riders, the FlexRides Driver app, flexrides.ca and our related services (together, the "Service").

By creating an account or using the Service you accept these Terms and our Privacy Policy, and you agree to follow our Community Guidelines. If you do not agree, do not use the Service. Drivers also accept the Driver Services Agreement described in section 9.

Changes. We may update these Terms, for example when we add features or the law changes. We will post the new version here with its effective date. If a change materially affects you, we will tell you in the app or by email at least 15 days before it takes effect. If you keep using the Service after that date, the new Terms apply; if you do not agree, you can stop using the Service and delete your account.

2. The service

  • A platform, not a transport company. FlexRides provides technology that lets riders request rides and independent drivers offer them. The transportation itself is provided by the driver. Drivers are not our employees or agents.
  • How a price is agreed. For each trip the app shows a recommended fare. The rider may offer a fare within the range the app allows. Drivers may accept that fare or offer a different price. When the rider accepts a driver (or auto-accept matches one), the agreed fare is set for that trip. With auto-accept on, the rider agrees in advance to be matched with the first nearby driver who accepts the rider's fare.
  • Availability. We cannot promise that a driver will accept a request, or that a ride, feature or area will always be available. Arrival times, routes and maps are estimates.
  • Service area. FlexRides operates in Fredericton, New Brunswick. Pickups must be within the service area shown in the app; some drop-off areas outside it, such as Oromocto, may be offered.
  • Licence to use the apps. While you follow these Terms, we give you a personal, non-exclusive, non-transferable, revocable licence to install and use the apps on your own device for their intended purpose.

3. Eligibility and accounts

  • To create a rider account you must be at least 18 and able to enter a binding contract. Drivers must be at least 21 and meet the requirements on our Drive page.
  • Riders under 18 may not ride unless accompanied by an adult account holder. A driver may refuse or cancel a ride for an unaccompanied minor.
  • You must give accurate information, keep it up to date and keep your phone and account secure. You are responsible for activity on your account.
  • One account per person. You may not share, sell, rent or transfer your account, or create an account for someone else.

4. Fares and payment

  • The agreed fare. The price shown when you confirm a trip includes the fare, any booking fee and applicable taxes (HST). It is the price you pay, plus any tip and any fee described below.
  • Waiting time. Drivers wait a few minutes at pickup for free. After that a waiting fee may apply, as shown in the app.
  • Cancellations and no-shows. Cancelling is free for a short time after a driver is matched, or if the driver is running late. After that a cancellation fee applies. If you are not at the pickup when the waiting time ends, the driver may cancel and a no-show fee applies. The app shows the amount before you confirm a cancellation.
  • Damage and cleaning. If you damage a vehicle or leave it needing professional cleaning, we may charge a fee to cover the reasonable cost of repair or cleaning, up to $250, after reviewing the driver's report and photos. You will be told before you are charged and can dispute it.
  • How you pay. The Service is card-only. When a driver is matched we place a temporary hold on your card for the agreed fare; the charge is taken when the trip ends. Payments are processed by our payment provider, Stripe. We act as the driver's limited payment collection agent: when you pay us, your obligation to the driver for that amount is fully satisfied.
  • Tips are optional and are paid in full to the driver.
  • Questions about a charge. Report a charge you think is wrong from the trip in the app. We review every request and refund any amount charged in error. Apart from that, charges are final.
  • Unpaid amounts. If a payment fails, we may ask you to update your card before your next ride, and we may suspend the account until the balance is paid.

5. Promotions and referrals

We may offer promo codes, credits and referral rewards. Each has its own conditions shown in the app, has no cash value, cannot be sold or transferred, and may expire. We may change or end a promotion at any time, and cancel rewards obtained through fraud, fake accounts or misuse.

6. Rules for everyone

Our Community Guidelines apply to every rider and driver. In particular, you must not:

  • harass, threaten, discriminate against or abuse anyone, including our staff;
  • carry weapons on a trip (drivers may not carry weapons at any time while using the Service);
  • use, carry or be under the influence of illegal drugs during a trip, have open alcohol in the vehicle, or, as a driver, drive impaired in any way;
  • smoke or vape in the vehicle;
  • record others without their consent where the law requires it;
  • send items or packages without travelling with them;
  • ask for or offer a trip, payment or contact outside the app to avoid the Service;
  • create fake accounts, fake trips or fake ratings, misuse promotions or referrals, or ask the other person to cancel so that a fee is avoided;
  • copy, scrape, reverse engineer or interfere with the apps, or use them for anything unlawful.

Accessibility. Service animals are always welcome, at no extra charge. Drivers must also make reasonable accommodations for riders with disabilities as the law requires, such as stowing a foldable wheelchair or walker. See our Accessibility page.

Lost items. You are responsible for your belongings. We will help you contact your driver through the app, but we are not responsible for items left in a vehicle.

7. Safety

The apps include trip sharing, an Emergency button that calls 911 and alerts our safety team, an optional pickup PIN and two-way ratings. These features help, but they do not replace emergency services: in an emergency, call 911. We may share information with police or emergency services as described in our Privacy Policy. Read more on our Safety page.

8. Ratings and account action

  • Riders and drivers rate each other after trips. Ratings must be honest and based on the trip.
  • We may limit, suspend or close an account that breaks these Terms or our Community Guidelines, that we reasonably believe puts others at risk, or that is involved in fraud. Where the risk allows, we will tell you why first and give you a chance to respond.
  • If your account is suspended or closed and you think we made a mistake, contact support@flexrides.ca. A person, not an automated system, will review your appeal.

9. Drivers

Before their first trip, drivers accept the FlexRides Driver Services Agreement in the FlexRides Driver app. If that agreement and these Terms differ, the Driver Services Agreement applies to driving. In summary:

  • Independent business. You provide rides as an independent contractor. You decide when to go online, which requests to accept, and whether to offer your own price. Nothing in these Terms creates employment, partnership or agency, except our limited role as payment collection agent.
  • Requirements. You must meet and keep meeting our requirements and those of the City of Fredericton, including a valid licence, criminal record check, driver abstract, vehicle registration, safety inspection and proof of insurance, and upload new documents before they expire. We may check these again at any time and at least every 12 months.
  • Your vehicle and insurance. You must keep your vehicle safe, clean and roadworthy and keep the insurance required by law and by your insurer for ride-hailing.
  • Earnings. You earn the agreed fare minus the FlexRides service fee shown in the app, plus all tips and your share of cancellation and no-show fees. Earnings are paid weekly to your bank through Stripe. We will tell you in the app before the service fee changes.
  • Taxes. You are responsible for your own income tax and for registering, charging and remitting HST where required.
  • Riders' information. Use riders' information only to complete the trip, and do not contact a rider after the trip except to return a lost item through the app.
  • Location. Your location is collected while you are online, as explained in our Privacy Policy.

10. Messages from us

By creating an account you agree that we may send you text messages, notifications and emails about your account and trips, such as sign-in codes, trip updates, receipts and safety notices. We send marketing messages only with your consent, and every marketing message lets you unsubscribe. Standard message and data rates from your carrier may apply.

11. Your content and our property

  • Your content. You keep ownership of what you submit, such as ratings, comments, photos, messages and support requests. You give us a non-exclusive, royalty-free licence to use it to run, improve and protect the Service, for example to show a rating or investigate a report. We may remove content that breaks these Terms.
  • Our property. The apps, the FlexRides name and logo, and the website belong to FlexRides. You may not use them except as these Terms allow.
  • Feedback. If you send us ideas or suggestions, we may use them without any obligation to you.

12. Third-party services

The Service relies on other companies' services, including Google Maps, Stripe and your phone's app store. Their own terms apply to your use of them. We are not responsible for services we do not control. Apple and Google are not parties to these Terms and have no responsibility for the apps.

13. Disclaimers and liability

We work hard to keep the Service safe, available and accurate, but it is provided "as is" and "as available". To the extent the law allows, we make no other promises about it, and we are not responsible for the actions of riders or drivers.

To the extent the law allows, FlexRides is not liable for indirect, incidental, special or consequential losses, such as lost profits or lost data, and our total liability to you for all claims relating to the Service is limited to the greater of the amounts you paid us in the 12 months before the claim and $100.

Nothing in these Terms limits liability that cannot be limited by law, including liability for death or personal injury caused by our negligence, fraud, or your rights under consumer protection laws.

Indemnity. To the extent the law allows, you agree to cover our reasonable losses and costs if a claim is brought against us because you broke these Terms or the law, or because of your own actions during a trip.

Insurance. Insurance for each trip is provided under the driver's policy and any policy arranged for the Service. [Confirm the coverage wording with the insurer and a lawyer.]

14. Ending these terms

You can stop using the Service and delete your account at any time. We may suspend or end your access as described in section 8, or if we stop offering the Service, with reasonable notice where possible. Amounts already owed remain payable, and sections that by their nature should continue (for example sections 4, 11, 13, 15 and 16) continue after these Terms end.

15. Disputes

  • Talk to us first. Most problems can be solved quickly. Before starting any claim, contact support@flexrides.ca and give us 30 days to try to resolve it.
  • Courts. If we cannot resolve it, either of us may bring the dispute to the courts of New Brunswick, including the Small Claims Court for claims within its limit. This does not take away any right you have to bring a claim where you live under consumer protection law.
  • Governing law. These Terms are governed by the laws of New Brunswick and the federal laws of Canada that apply there.

16. General

  • Whole agreement. These Terms, the Privacy Policy, the Community Guidelines, any promotion conditions and (for drivers) the Driver Services Agreement are the whole agreement between you and us about the Service.
  • Transfer. You may not transfer your rights under these Terms. We may transfer them to a company that takes over the Service, such as a corporation formed to run FlexRides, and will tell you if we do.
  • Events outside our control. We are not responsible for delays or failures caused by events we cannot reasonably control, such as severe weather, outages of networks or providers, or emergencies.
  • Severability and waiver. If a court finds part of these Terms unenforceable, the rest still applies. If we do not enforce a term right away, we can still enforce it later.
  • Notices. We will send notices in the app, by email or text to the contact details on your account. Send notices to us at support@flexrides.ca or by mail to the address in section 1.
  • Language. These Terms are written in English. A French version will be available; if they differ, the version in the language you chose applies.

Contact

FlexRides, Unit A, 640 Graham Avenue, Fredericton, NB E3B 4C3 · support@flexrides.ca