Rideshare Policies & Information

Great Comfort Services LLC operates under the City of Dallas Transportation-for-Hire ordinance (Chapter 47A) and maintains all required operating authority. The following rate and complaint information is provided in accordance with city requirements.

Rate Information

Great Comfort Services uses upfront, transparent pricing. Fares are quoted before booking and include all applicable charges. Our rate structure:

Special event and charter pricing is quoted individually based on event details, duration, and vehicle requirements. Contact us for a custom quote.

All fares are quoted upfront before booking. The final charge will never exceed $8 more than the quoted fare. Tips are not included in the fare and are at the rider's discretion.

Great Comfort & Accessibility
Great Comfort, as an organization, is committed to accessibility, diversity, and inclusion in all aspects of our service, including, but not limited to, digital accessibility for people with disabilities. Our customers, consumers, and staff should have equal and effective access to our website and any of our public-facing digital communication tools. Great Comfort aims to comply with all applicable accessibility laws and regulations, including the Americans with Disabilities Act (ADA). We are continually improving the user experience for everyone and applying the relevant accessibility standards.

We aim to offer the lowest final price possible — while being transparent about how pricing works. Many of the costs associated with each ride — like driver rates, insurance, and traffic conditions — can change day to day and are difficult to predict at the time of booking. To account for that, we include a service fee as part of your total trip price — structured to keep pricing fair and aligned with real costs.

Here's how it works:

• You'll pay a guaranteed upfront base fare, which makes up the majority of your total price.
• After your ride, if our actual costs were higher than expected, we may charge an additional dynamic service fee — capped at +$8.
• If our estimated costs were accurate — or lower — you won't be charged anything extra.

Your final price will never exceed $8 more than your original quote. This helps us cover real costs while keeping your overall fare as low and predictable as possible.

Why you may see more than one charge on your statement
When you book a trip, we place a hold equal to your estimated fare on your card to confirm your payment method and secure your reservation. This is not a charge. Once your trip is completed, we finalize your total and update the original authorization to reflect the final amount — including your base fare and service fee. The final charge may be adjusted after ride completion based on actual trip distance, waiting time, and applicable service fees. Rather than releasing the hold and issuing a separate charge, this happens in a single update, so you are only ever charged once.
Your bank may display this as the original hold amount updating, which can sometimes look like two transactions. The original hold will drop off automatically — timing varies by bank but is usually within a few business days. For Mastercard users, your experience may look slightly different. You may see the original hold and a separate final charge. The hold will be released and you will only be billed the final amount.

Service Fee Disclaimer
Service fees are subject to change at any time based on a variety of factors. We recommend reviewing both the estimated service fee and the maximum possible fee (displayed in the tooltip) before confirming your booking.

Car Requirements (updated Jan 2025):

• Subcompact Vehicles, Compact Sedans, and Trucks are Not Allowed on the Great Comfort Platform.
• Mid-size sedans, all SUVs, and Vans must be 2015 or newer.
• Four Doors: This ensures room for luggage and riders alike.
• Clean, fully operational, and well-maintained.

Compact sedans (2020-2025 models) and trucks are allowed exclusively in College Station, TX. This exception does not apply to other areas served by Great Comfort and reflects regional preferences, rider demand, and operational needs.

Driver Requirements:

• Drivers must be 21 and over.
• Drivers are subject to continuous evaluation to ensure consistent adherence to Great Comfort's safety and conduct standards.
• License, Registration, and Insurance: Drivers must ensure that their license, registration, and insurance documents are current and valid.
• Transportation Industry Standard Background Check: County Criminal Search, National Criminal Search, Sex Offender Search, SSN Trace, Global Watchlist Search, Motor Vehicle Record (MVR) Check.

Two-Way Rating System: Great Comfort implements a two-way rating system to promote accountability and improve service quality. Both riders and drivers can evaluate each other, fostering a culture of transparency and mutual respect.

Standby is our most affordable way to ride between cities. When you book a Standby seat, we'll search for open spots in scheduled rides and reserve your seat once one becomes available. If we can't match you with a seat, your booking will be automatically canceled — and you won't be charged.

Will I get a ride?
Your Standby booking will be confirmed once we find an open seat. We'll notify you as soon as your ride is confirmed — either via email or in the app.

Affordable private transport
Great Comfort provides an excellent way to travel that fits your budget. Pricing is based on one-way travel. We operate on a route-based payment system, which ensures that pricing remains straightforward and consistent for travelers regardless of the number of passengers.

Our privateride pricing varies based on the route, departure time, and other factors. With a private ride, you can ride with additional passengers in your party (up to 4 riders) for no extra charge. Riders who book private can modify their passenger count up to 3 minutes before the trip's scheduled start time.

Great Comfort XL offers a door-to-door travel option with more space and comfort. When choosing Great Comfort XL, you are guaranteed a full-size SUV or Van with space for up to 5+ riders.

Airport Pickup & Drop-offs
We will pick you up or drop you off at any major airports in the cities we service with Great Comfort Door to Door. Airport rides are set up as private cars only.

• Zero-Tolerance: Great Comfort enforces a zero-tolerance drug and alcohol policy for all platform users. Transporting or using illegal substances during a ride is grounds for immediate, permanent account deactivation.
• Alcohol Exception vs. Policy: While Texas law technically allows passengers to have open containers of alcohol in vehicles for hire, Great Comfort's internal safety guidelines expressly prohibit open containers and illegal drugs in any car utilizing their platform.
• Unattended Items: Riders are not permitted to use Great Comfort services as a courier service to send illegal drugs, controlled substances, or drug paraphernalia.

What Happens During a Traffic Stop
• Liability: If police pull over a rideshare vehicle and discover illegal drugs, the consequences are heavily fact-specific. Under Texas law, "joint possession" or "constructive possession" can lead to everyone in the vehicle being investigated.
• Driver Action: Drivers are independent contractors. If an innocent driver is unaware of what a passenger is carrying, they can legally defend themselves by proving they do not control the passenger's belongings.

Consent to Video Surveillance
By booking and entering a Great Comfort vehicle, passengers consent to being recorded by in-vehicle cameras for the duration of the ride. Video surveillance is used exclusively for:

• Safety and security of both passengers and drivers
• Dispute resolution regarding ride conduct, cleanliness, or damage
• Compliance with local transportation regulations

Recordings are stored securely and are only accessed by authorized personnel when required for the purposes stated above. Footage is not shared publicly or with third parties except as required by law or for legitimate dispute resolution.

Riders are responsible for maintaining the cleanliness and condition of the vehicle during their ride. Any customer-induced damage, excessive mess, or conduct that results in additional cost to the business, driver, or vehicle will be subject to fees.

Cleaning and Damage Fees

If the driver provides proof (including video surveillance footage) that there was a spill, mess, or other damage during the ride, we may charge a fee using the rider's payment method on file to reimburse the driver for professional cleaning. The fee could be up to $300 depending on the severity of the incident. All fees are paid in full to the driver.

Examples of chargeable incidents include:

• Food or beverage spills on upholstery or carpet
• Bodily fluid stains requiring professional cleaning
• Smoke or vape residue requiring interior detailing
• Physical damage to interior or exterior components
• Excessive dirt, mud, or debris left in the vehicle

Can I ride if I am under 18?

Minors are not allowed to ride unaccompanied with Great Comfort. Riders must be 18 or older to have a Great Comfort account. Riders under 18 must be accompanied by someone 18 or older.

Cameras and Recording
Great Comfort permits drivers to install and use video cameras, dash cams, or other recording devices to record riders for the purpose of fulfilling transportation services and ensuring safety. By entering a Great Comfort vehicle, you consent to being recorded.

Pets: Pets are not allowed in Great Comfort vehicles.

Sexual Assault and Misconduct: Sexual assault and sexual misconduct of any kind are prohibited. Personal space and privacy should be respected at all times. Violations result in immediate permanent account deactivation.

City of Dallas — Code Compliance
To report Code Compliance violations, dial 3-1-1 when calling from inside the city limits, or (214) 670-5111 when calling from outside the city limits.

How to book:

• Enter Your Trip Details — Use specific addresses for best results.
• Select Your Travel Date — Choose the date you'd like to ride.
• Choose Pickup Type — Meet at a nearby location, or door-to-door pickup.
• Pick Your Ride Type — Choose the option that best fits your needs.
• Select a Departure Time — Find a time that works with your schedule.
• Confirm Your Booking — We'll send you a ride receipt to your email.

How far in advance can I book? You can book rides for the same day or up to 60 days in advance.

Grace Periods for Late Passengers (Round Trip Only)
For round trip bookings, drivers are required to wait for a passenger up to 30 minutes past the agreed departure time, with a 10-minute grace period. Passengers and drivers should use the app to stay connected and confirm any changes in timing.

Text Communications
Great Comfort will send transactional communications to drivers and riders via SMS. You can cancel the SMS service anytime by texting "STOP" to the shortcode. Carriers are not liable for delayed or undelivered messages. Message and data rates may apply.

Privacy Statement
At Great Comfort, we prioritize everyone's safety, respect your privacy, and are committed to securely handling your data. You have the right to control your personal information, including the ability to delete your data through the app anytime. We use third-party analytics services to understand usage of our services and improve our product.

Welcoming you. All of you.
At our core, Great Comfort is about bringing people together. We connect people to communities, opportunities, moments, and memories. Our diverse and vibrant community comes together to make travel between cities comfortable and accessible.

Great Comfort prohibits discrimination against users based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age, or any other characteristic protected under applicable law. Any user found to have violated this prohibition will lose access to the Great Comfort platform.