Rideshare Policies & Information

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.

Conformance status
The Web Content Accessibility Guidelines (WCAG) define requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Great Comfort is partially conformant with WCAG 2.1 level A. Partially conformant means that some parts of our content do not fully conform to the accessibility standard. We are currently working on these improvements to address accessibility for our users. To meet our goal, we have dedicated resources to our digital accessibility compliance effort, including those coordinating the effort and those responsible for designing, developing, and testing our website,. We also ensure that our support documentation and services meet accessibility requirements.

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. Sometimes we're able to reflect these accurately in your total upfront fare; other times, the actual costs vary.
To account for that, we include a service fee as part of your total trip price - but we've structured it 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 temporary authorization hold on your card for the estimated fare. This is not a charge — it's a hold to confirm your payment method. 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. 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.
• These restrictions are designed to ensure passengers have adequate comfort during rides and that there is sufficient luggage space available for their belongings.

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. These policies are designed to balance operational efficiency and user satisfaction by ensuring high standards of space and comfort for passengers while accommodating their luggage effectively.

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: To ensure we keep our community safe, we will run the following checks.
• County Criminal Search (Current)
• National Criminal Search (Standard)
• Sex Offender Search
• SSN Trace
• Global Watchlist Search
• Motor vehicle record (MVR) Check
• These checks are designed to provide a comprehensive view of the driver's background to ensure community safety and trust.

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.

Support Availability Great Comfort ensures that support is accessible for both riders and drivers throughout the travel experience to address any issues promptly.

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. This means confirmation occurs only if an available seat is matched with a driver, differing from direct booking options like Shared, Private, or XL trips that guarantee a ride upon reservation. If we can’t match you with a seat, your booking will be automatically canceled—and you won’t be charged. You’ll only be charged if a seat becomes available—and at any time before confirmation, you can book a guaranteed ride if you prefer to lock in your trip.

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. You’ll also see the latest possible confirmation time after you book, so you always know what to expect.

Several factors can influence the timing of your ride confirmation:

• Driver Availability:Great Comfort matches riders with drivers based on availability, which might lead to confirmation closer to your trip's scheduled time if drivers are limited near your location.
• Matching Timing: Many rides are confirmed just hours before departure, depending on when a seat opens up. Stay updated by checking the app or confirmation email for the latest possible time when a confirmation is expected, as these details are shown during booking and also sent via notifications.

Why don’t I see Standby for the trip I want? Standby is currently offered only on select routes. If it doesn’t show up during your search, it might not be available for that route or date.

Will I be charged if I don’t get a ride?No. Standby rides are fully refundable until a seat is confirmed. If we can't find you a ride or you cancel before confirmation, your card won’t be charged. If you booked using credits, they’ll go right back to your account. At the time of booking, a $1 temporary authorization might be placed on your payment method. This is not a charge and will be released automatically. If you cancel your Standby ride before confirmation, no charges will be finalized, and temporary holds will drop off without affecting your available balance. If your standby trip wasn’t matched with a driver, no final charge would apply, and any placed temporary authorization hold would be released automatically.

Affordable travel between cities
Traveling between cities can be expensive, but it doesn't have to be. Great comfort provides an excellent way to get between cities that fits your budget. Pricing is based on one-way travel. Great comfort operates on a route-based payment system, which ensures that pricing remains straightforward and consistent for travelers regardless of the number of passengers. You may also use Great comfort credits toward your booking. General credits are sometimes provided for inconveniences or as part of promotions and incentives. Referral credits are earned by sharing your referral link. Any available credits will automatically the wep sitely to your next booking and will be reflected in your account balance.

Our shared, single-seat and privateride pricing varies based on the route, departure time, and other factors. Key factors influencing pricing include departure time, which can affect minimum payouts and peak demand surcharges, as well as route distance and typical travel time. Market demand dynamics, like rider and driver availability, further tailor pricing to current conditions. For shared rides, we start with an the wep siteroximate pickup location at booking so we can optimize routing, reduce total travel time, and ensure a more efficient trip for everyone in the vehicle. If a specific door pickup is not selected at the time of booking, the system will automatically assign a nearby pickup location based on the address entered — typically within about a 10-minute radius. Trip details will note that the exact pickup location is confirmed 10 hours prior to departure, and riders are expected to head to that designated spot once it’s assigned. If you prefer a specific pickup address, you can select a direct pickup option during booking to avoid reassignment. 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, allowing for flexibility in travel plans without incurring additional costs.

Riders can choose a Door-to-Door option for an additional cost, which provides more flexible pickup and drop-off locations, including airport trips. This service is available within 50 miles of a designated station.

Great comfort XL offers a door-to-door travel option with more space for comfort and room. 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.

Standard Great comfort Rider Policies and Terms of Service the wep sitely. Great comfort credits and promotions are not stackable - only one promotion can be used per ride. Great comfort credits and promotions hold no monetary value, cannot be used for tips, and cannot be transferred to another account. To make any changes to your scheduled ride, you must cancel your ride - this may mean you lose the promotion the wep sitelied to your booking. All rides must start and stop at the time and location of the the wep site booking. All purchases are final sales. If you cancel your scheduled ride, you will receive a refund to your Great comfort Credit Bank in the amount you paid. Lastly, a ride reservation doesn't include any tips you may want to give your driver.

• 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, GreatComfort’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 servies as a courier service to send illegal drugs, controlled substances, or drug paraphernalia. [1, 2, 3, 4]

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 or charged while authorities determine who the drugs belong to.
• Driver Action: Drivers are independent contractors, and 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. Drivers are often advised to pull over and request police involvement if they suspect a passenger has contraband. [1, 2, 3, 4, 5, 6]

1. Scheduling a Ride With Great Comfort
2. Enter Your Trip Details
Start by entering your origin and destination. For best results, use specific addresses rather than general city names like “Austin” or “Houston.” This helps us find the best possible route, ride, and price for you.
3. Select Your Travel Date
Choose the date you’d like to ride.
4. Choose Pickup Type
Select whether you want to: Meet your driver at a nearby location, or Be picked up and dropped off at your door.
5. Pick Your Ride Type
Choose the ride option that best fits your needs.
6. Select a Departure Time
Find a time that works with your schedule.
7. Confirm Your Booking
After you confirm, we’ll send you a ride receipt to your email.
8. Driver Details
You’ll receive your driver’s information within a few hours of your scheduled departure time.

How far in advance can I book? You can book rides for the same day or up to 60 days in advance. Many travelers use GreatComfort to depart from nearby cities where flights are often significantly cheaper.

Airport Rides with Great Comfort Door-to-Door With Great Comfort Door-to-Door, we offer convenient and comfortable airport rides

Timing Policies for Airport Pickups
When a passenger books a ride to or from the airport, coordination is key to ensuring a smooth experience:
• Meeting Points: Passengers can specify their terminal for easy pickup. If no terminal is mentioned in the booking, drivers should wait in a nearby cell phone lot or designated rideshare pickup area until the passenger establishes communication.
• Communication Details: Drivers and passengers can access each other's contact information through the app, starting 1 hour before the trip. This ensures easy communication to confirm exact meeting points and timing.

What to Expect
Your driver will meet you in the Arrivals area and will have your contact information one hour before your scheduled departure time. This allows for easy coordination of your meeting with the driver. Passengers are encouraged to monitor cfor updates. Ensuring you have buffer time when scheduling and planning early can make your experience smoother. Drivers are required to wait for passengers up to 30 minutes beyond the agreed time, with a 10-minute grace period provided for any delays. The app is a vital tool for staying updated and coordinating any adjustments. Passengers can specify their terminal during booking to ensure a more direct pickup. In cases where a terminal is not provided, drivers will wait in a nearby cell phone lot or designated rideshare pickup area until initial communication is made.

Booking Your Airport Ride
When you make your reservation, please provide your origin and destination airport addresses. Make sure to select Great Comfort Door-to-Door in the booking flow. Once you’ve provided these details, get ready to upgrade your airport experience with us. We look forward to getting you to your destination safely!

Grace Periods for Late Passengers
Great Comfort understands that occasional delays are inevitable. Here are the guidelines in such cases:
• Drivers are required to wait for a passenger up to 30 minutes past the agreed departure time.
• Additionally, a 10-minute grace period is allowed after the scheduled time. Passengers and drivers should still use the app to stay connected and confirm any changes in timing within this window.
Standard Great Comfort Rider Policies and Terms of Service apply. Great Comfort credits and promotions are not stackable - only one promotion can be used per ride. Great Comfort credits and promotions hold no monetary value, cannot be used for tips, and cannot be transferred to another account. To make any changes to your scheduled ride, you will need to cancel your ride - this may mean you lose the promotion applied to your booking. All rides must start and stop at the time and location of the app booking. All purchases are final sales. Cancellation policies vary by product and route. The cancellation policy for your particular trip will be displayed on the confirmation screen and on the cancellation screen. Lastly, a ride reservation does not include any tips you may want to provide your driver.

Best Practices to Ensure a Timely Experience
While Great Comfort cannot guarantee absolute punctuality due to unforeseen delays, following these best practices can help:
Plan Ahead: Book rides well in advance if you have a critical flight or appointment to catch. Anticipate potential delays and plan additional buffer time if needed.

Live Chat Support Availability
Unfortunately, at this time, we do not have phone support available. We respond to you quickly through live chat — in-app, or on our website. Our support team is dedicated to finding the perfect solution for you. Live chat is available daily from 6AM CST to 9PM CST. To access this personalized assistance, open the app, click on your profile picture in the upper right-hand corner, select the "Help" option, and send us a message. You can also message us via the chat bubble in the bottom right corner of your computer screen.

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. Below, we outline our practices regarding data collection, usage, and protection:

Use of Intercom Services:
We use third-party analytics services, like Intercom, to understand your usage of our services. We provide limited information to Intercom, such as your sign-up date and some personal information, like your email address, for analytics purposes. Intercom uses cookies and similar technologies to analyze your use of our website and/or product and to improve our service. For more information on Intercom's use of cookies, please visit Intercom's cookie policy. Intercom may also be used for communication via email or messages within our product(s). For more information on Intercom's privacy practices, please visit Intercom's privacy policy. If you want to opt out of having this information collected or submitted to Intercom, don't hesitate to contact us.

Text Communications:
1. Great Comfort will send transactional and marketing messages to drivers and riders via SMS.
2. You can cancel the SMS service anytime by texting "STOP" to the shortcode. After this, you will no longer receive SMS messages from us.
3. If you have issues with the messaging program, please text us .
4. Carriers are not liable for delayed or undelivered messages.
5. Message and data rates may apply for any messages sent to and from you. If you have questions about your text or data plan, please get in touch with your wireless provider.

Collection of Profile Pictures:
At Great Comfort, we respect your privacy and are committed to the safety and security of your personal information. Here are our practices regarding collecting and using profile picture images:
What Information We Collect: We collect profile picture images that you voluntarily submit through our app.
How We Use Your Profile Picture: Your profile picture is used for safety and recognition and is visible to other users involved in your Great Comfort ride.
Data Security: We store your profile picture securely on our servers, and it is only accessible to authorized personnel.
User Control: You can update, remove, or change your profile picture at any time within the app.

User Control:
If you have any questions or concerns about your profile picture or privacy-related matters, email us at
Greatcomfort2026@gmail.com or
send us a live chat message through the website.

Cleaning fees charged for damage during a ride

Cleaning and Damage fees

Riders are responsible for cleaning and damage done to a vehicle's interior or exterior caused by food spills, pet damage, or other incidents. If the driver provides proof 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. If you are charged a fee, you will receive a separate receipt after the ride and outreach from our Customer Experience team.

Can I ride if I am under 18?

Minors are not allowed to ride unaccompanied with Great Comfort

May 12, 2025

We follow standard industry policies for unaccompanied minors:

• Riders must be 18 or older to have a Great Comfort account and request rides.
• Riders under 18 must be accompanied by someone 18 or older.
• Minors cannot ride alone, even if dropped off or picked up by an adult.

Drivers may request proof of age (e.g., driver’s license) and may decline a rider they believe is under 18. Rides booked for unaccompanied minors will be canceled, and no refund will be issued.

Cameras and recording

drivers to install and use video cameras, dash cams, or other recording devices to record riders for purpose of fulfilling transportation services.

Note: Local regulations may require individuals using recording equipment in vehicles to fully disclose to riders that they are being recorded in or around a vehicle and obtain consent. Please check local regulations in your city to determine if these apply.

In addition, our Community Guidelines do not allow users to use any other user’s personal data for any reason other than for the purposes of fulfilling transportation services. They also specify that account access can be removed for conduct, language, or gestures that are disrespectful or unsafe. Broadcasting a person’s image, audio, or video recording is a violation of these terms and may result in loss of account access.

Vehicle Damage

Riders are responsible for damage they cause to the interior or exterior of a vehicle, such as damage to upholstery or body components.

Vehicle damage fees:

• Are paid in full to the vehicle’s driver
• Will appear on an updated trip receipt, if applicable

To dispute a vehicle damage fee, please navigate to Trip Issues and Refunds > I want a refund > I was charged a vehicle damage fee.

For information on cleaning fees, use the link below

City of Dallas

CONTACT CODE COMPLIANCE

To report Code Compliance violations dial 3-1-1 when dialing from inside the city limits, and (214) 670-5111 when calling from outside the city limits.

pets Not allowed

Sexual assault and misconduct

Sexual assault and sexual misconduct of any kind are prohibited. Sexual assault and misconduct refer to sexual contact or behavior without the other person's explicit consent.

Personal space and privacy should be respected. The following list provides examples of inappropriate conduct.

• Any behavior or comments that could make others feel uncomfortable are not appropriate. This includes things like nudging, whistling, or winking. Avoid touching or making flirtatious remarks toward anyone you don’t know.
• Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity, or sexual orientation. Refrain from asking unrelated personal questions, such as, “Are you in a relationship?” Avoid discussing your or someone else’s sex life, using explicit language, or making jokes about that topic.
• Sexual contact is prohibited at any time while using the Great Comfort services

Welcoming you. All of you.
At our core, Great Comfort is about bringing people together. We connect people to communities, opportunities, moments, and memories. The people we connect with, our fantastic rider and driver community, are made up of every race, gender identity, religion, marital status, economic status, and sexual orientation. Our diverse and vibrant community comes together to take back the road trip, making travel between cities fun again.

We love this community. We love their stories. We love their connections. We love their diverse make-up. We believe that a community of different cultures, values, and norms should be celebrated, respected, and always made to feel welcome. As an organization, we always want to create an atmosphere that promotes empathy, acceptance, and understanding.

To that end, all of us in the Great Comfort community agree to read and act under the following policy to ensure that our mission of welcoming connections continues.

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. Such discrimination includes but is not limited to, any user refusing to provide or accept services based on these characteristics. Any user found to have violated this prohibition will lose access to the Great Comfort platform. Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of persons. Services that comply with these laws and the relevant applicable terms are permissible under this policy in such jurisdictions.