Frequently Asked Questions

1. What is HopSkipDrive?
HopSkipDrive is a ride service to get kids where they need to go when their parents can't. It was created by three moms who understand the stress of driving kids to all of their activities, and the safety concerns parents have putting their children in someone else's car. It's a simple, convenient, and reliable solution borne out of necessity and fueled by care for the kids we carry.

2. What's the difference between HopSkipDrive and carpooling?
We love carpooling, but have found the constant juggle of who is in and who is out, together with changing parent schedules, a lot to manage. Carpools often feel on the verge of collapse because if any one family has a challenge, the entire thing can fall apart. Plus, setting up carpools for each of your children’s different activities can be very time-consuming and stressful!

With HopSkipDrive, you have a reliable way to get your kids to any activity. You can schedule as far in advance as you’d like with at least 8 hours notice. Unlike carpool drivers, CareDrivers are rigorously vetted for both childcare experience and driving safety.

3. How is HopSkipDrive different from other rideshare companies like Uber and Lyft?
HopSkipDrive is a ridesharing service specifically for children or those that might need a little extra care. Other rideshare companies like Uber and Lyft are not insured to carry passengers under 18 years of age. In fact, their terms of service (your legal contract with them) specifically prohibits the use of their services by children. By contrast, every HopSkipDrive CareDriver undergoes a rigorous 15-point certification process, including fingerprinting, before they can get behind the wheel with a child. All drivers are required to be over the age of 23, have at least 5 years of caregiving experience, clean background checks, clean driving records, references that we actually speak with, and a 2006 or newer car. We meet each driver, as well. And we have unique insurance specifically designed for driving kids.

Locations

1. Where can I use HopSkipDrive?
HopSkipDrive is currently available in the Greater Los Angeles area, and we are rapidly expanding into new areas and cities. Check to see if we're in your area here. If we are not in your area yet, sign up to be one of the first to find out when we get there.

2. Are you coming to my city/zip code?
If we are not in your area yet, we hope to get there soon! If you go to www.hopskipdrive.com and create an account using your area’s zip code, you will automatically be put on our mailing list and you will be notified when we are rolling in your neighborhood.

How it works

1. When would I use HopSkipDrive?
HopSkipDrive can be used any time you need to get your kids somewhere and you just can’t do it yourself. You can schedule recurring or one-time rides as far in advance as you like and as soon as 8 hours in advance. Use HopSkipDrive for Luke’s Tuesday karate classes, for getting Leia to her friend’s birthday party, or to pick Rey up from school when you have a late meeting.

2. How do I use HopSkipDrive?
It’s easy! You’ll need to set up an account on our website or in the app. Tell us a little bit about yourself and your kids, add a payment method, and pre-purchase ride credits. Then you can schedule rides!

Once a ride is scheduled, you will receive a confirmation that your ride has been scheduled and will get information about your child’s CareDriver.

On the day of the ride, the CareDriver will pick up your child at the designated location and drop them off at the destination you set. The drivers will follow any special instructions you provide. Need a driver to sign your child out? No problem. Want your child walked inside? They can do that. You just need to handle any necessary authorizations with your school or activity, and the drivers will follow the instructions you outline. You will be notified when your child is picked up, you can track their ride in real time on the app, and you will get a notification once they have been dropped off.

3. How much does HopSkipDrive cost?
Details on our current pricing can be found here.

4. Do I pay monthly or by the ride?
HopSkipDrive charges by the ride. There are no membership fees and there’s no rate increase during busy times. We do offer ride packages that allow you to purchase ride credits at a discount.

5. How far will you drive my child?
We recommend using 100 miles as a general guideline when thinking about the maximum distance for your rides. There is, however, no rule regarding the maximum distance we will travel. If a CareDriver is willing to drive the distance, we’ll do the ride!

6. Are there any locations you won’t drive to?
No! Within the areas we serve, you can schedule a ride to any location you like. If, however, the location feels unsafe to your child’s CareDriver, they are instructed to call our support team so we can contact you for confirmation before dropping off your child.

Rules of conduct

1. Are there rules of conduct for CareDrivers?
Yes. We hold all CareDrivers to a very high standard. After passing our background checks and meeting our qualifications, we provide driver training. Our expectations are made clear and our zero-tolerance policies are outlined. If you’d like to learn more, please visit our HopSkipRules.

2. Are there rules of conduct for riders?
Yes. We expect children riding in our cars to be respectful and reasonably well-behaved. Our goal is to provide a positive and safe experience for our riders and drivers. Our rules for kids range from the obvious (wear your seatbelt!) to the considerate (no food or drink, please). To read a list of our guidelines for kids, please visit our HopSkipRules.

Safety

1. How can I be confident that my kids are safe?
We have designed HopSkipDrive with our own kids in mind, which is why we are obsessed with safety. Using the expert advice of parents, childcare workers, and shared ride experts, we have developed safety protocols we believe in. To learn more, please visit our safety page which includes our 15-point certification process for drivers and our HopSkipRules.

2. What is the “secret code word” your website is asking me to create for my child?
We ask that parents create a secret code word (sometimes referred to as a password) children can use to verify their CareDriver’s identity. This is a word or phrase that you and your child determine, and that your child will be able to remember. When the driver arrives, they will give the secret code word to the child so the child knows this is the their CareDriver. Your CareDriver will also arrive in a bright, orange HopSkipDrive shirt and with orange HopSkipDrive flags affixed to their vehicle.

3. Do you fingerprint your drivers?
Yes! We fingerprint drivers because we require that they be registered on the TrustLine Registry. As the gold standard database of nannies and babysitters, TrustLine is the only authorized screening program of in-home caregivers in California. TrustLine checks fingerprint records at the California Department of Justice and the FBI and is endorsed by the California Academy of Pediatrics and the California Department of Social Services. While TrustLine screens within California, as an additional safety measure, HopSkipDrive goes beyond the borders of California, running county criminal searches anywhere outside of California that a CareDriver has lived in the last seven years, the legal time limitation.

4. Who drives for HopSkipDrive?
HopSkipDrive CareDrivers love working with children. They are parents, teachers, nannies, and other individuals with at least five years of childcare experience. All drivers pass a rigorous 15-point certification process, have both a clean background check and driving record, and have all been handpicked by HopSkipDrive experts. All drivers must be 23 or older. To learn more about our certification process, please visit our safety page. At HopSkipDrive, we also maintain a strict code of conduct for both drivers and kids. Visit our HopSkipRules to learn more.

5. Is HopSkipDrive insured?
Yes. In fact, our coverage exceeds regulatory requirements. We have unique insurance specifically designed for driving kids, and have worked closely with our insurance company to establish and monitor ongoing safety procedures.

6. Are the driver’s vehicles inspected?
All vehicles used for HopSkipDrive are inspected regularly by a licensed mechanic who certifies the vehicle has passed a 19-point inspection. Drivers are only permitted to drive the vehicle that passed inspection.

7. What is included in the inspection?
The 19-point vehicle inspection is an industry standard mechanics use to evaluate a car’s safety and operability. It covers everything from fluids to the suspension system. To be used by a CareDriver, vehicles must be certified by a professional mechanic and be a 2006 or newer model.

8. Can I interview my child’s CareDriver to ensure I agree with the selection?
When a driver is matched with a scheduled ride, we always share the driver’s profile with the parent. The driver’s profile includes the driver’s photo, a photo of their car, their qualifications, and a personal statement composed by the driver. We don’t facilitate parent-driver interviews, but Parents are always welcome to ride along with their child for free to experience HopSkipDrive for themselves.

9. Can I talk to someone who has used HopSkipDrive?
We have many highly satisfied parents who have shared their their experience with HopSkipDrive on Yelp and Facebook. We encourage you to read the reviews.

10. What is the emergency contact plan if there is an earthquake or tornado that prevents my child from being picked up?
We have a live customer support representative available at all times that a child is in transit. If a parent has any concerns or questions during the ride, they can call 844-HOP-SKIP to speak to our parent support team. If a CareDriver experiences any trouble while on the road with a child, they are instructed to pull over and call our driver support team or emergency services. In addition to live support, HopSkipDrive always has drivers who are on-call to pick up children in the event the original driver has been delayed. We also ask for two emergency contacts for each child, just in case one contact can’t be reached.

11. Are there any routes you won't take?
No, but a parent is welcome to make a special route request in the details for the ride they are scheduling. For example, if you’d rather a driver not use the freeway, let them know in the pickup notes when you schedule your ride.

12. Do you monitor cell phone use while the drivers are driving?
We monitor every HopSkipDrive ride live, and we have also partnered with Zendrive, software inside our mobile app which can detect phone usage. HopSkipDrive has a zero-tolerance policy when it comes to texting or talking while driving.

13. What if there is an accident?
In the case of an accident, CareDrivers are instructed to pull to the side of the road and call the authorities, emergency responders (as necessary), and our live driver support team. We will contact parents immediately to let them know what happened and next steps.

14. What are CareDrivers instructed to do if a child misbehaves or gets sick?
All CareDrivers are instructed to pull over if they feel that the events taking place in the car need their immediate and undivided attention. Once pulled over, the CareDriver will make sure the child is okay, clean up any mess, and contact our live driver support team. Because every CareDriver has at least five years of childcare experience, they are well prepared for such unexpected events.

15. What if my child has to use the restroom while they are en route?
The CareDriver is not permitted to drive to any locations other than the pre-determined destination. We recommend you advise your child to visit the restroom before meeting their CareDriver.

16. What if my child needs a booster seat?
All of our CareDrivers receive brand new booster seats from us. You can let us know if you would like your child to sit in a booster seat. All riders under age 8 are required to ride in a booster seat.

17. Can my child sit in the front seat?
We believe that the back seat is the safest place for all kids, regardless of age or height. However, if your child is at least 4’9” and age 13 or older and you would prefer your child be able to sit in the front seat, please provide us with written permission to [email protected].

18. What are HopSkipDrive’s safety rules for CareDrivers?
HopSkipDrive believes that, in order ensure a safe and uneventful ride, it’s important to define our expectations for both drivers and riders. To see a complete list of our safety rules, please visit our HopSkipRules page.

19. What are HSD’s safety rules for kids?
HopSkipDrive believes that, in order ensure a safe and uneventful ride, it’s important to define our expectations for both drivers and riders. To see a complete list of our safety rules, please visit our HopSkipRules page.

Creating an account

1. How do I create an account if I’m a parent?
It’s easy! Just visit our website or the app and click the sign-up button. You’ll be asked confirm your email address and complete your account information. Once your account is complete, you’ll be able to begin scheduling rides!

2. How do I create an account if I’m a driver?
If you’d like to be a CareDriver, please start the process here. All drivers must have a 2006 or newer car, pass a 15-point certification process which includes a background check, reference checks, DMV check, vehicle inspection, an in-person meeting, and training. Once you have been approved to be a CareDriver, we will setup your account for you and provide further instruction.

3. Can I create an account using the app?
Yes. You can create an account through the app or the website. The HopSkipDrive app is available on both the iPhone and Android platforms.

Riders

1. Will my child have the same CareDriver from week-to-week or day-to-day?
HopSkipDrive will try to connect you with CareDrivers you are already familiar with, but we cannot guarantee you’ll always get the same CareDriver. Generally, you’ll probably have the same handful of CareDrivers for your regular rides. Every CareDriver is equally experienced and qualified to drive precious cargo.

2. Will I get notifications from HopSkipDrive when the driver has picked up my child and when my child has been dropped off?
You will receive push notifications from us when your child has been picked up and dropped off only if you install our smartphone app. You can download the app in the Apple app store or the Google Play store.

3. Can I track the car while en route?
Absolutely! You can track the progress of the ride in real time, using our smartphone app. Download the app from the Apple app store or the Google Play store.

4. Can my child share a ride with a friend or sibling?
Yes. Siblings can always ride together, just add your children to your account and the ride. Friends can ride together provided that each child’s parent has an account set up with HopSkipDrive. We call these types of rides “Carpool Rides”. We ask that one family arrange and purchase the carpool ride. There is a $5 fee for additional passengers, but the first sibling always rides free. Please keep in mind that all HopSkipDrive rides consist of only one pickup and drop off. If you need the riders to be dropped off at two different locations, you will have to create two rides. Please see our multi-part rides description for more information.

To create a carpool ride for children who have different legal guardians, please follow these steps:

Please keep in mind that most drivers only have 3 seats available in their cars. If you have more than 3 riders, you may need to schedule 2 rides for the same trip (so you can have 2 different cars and 2 different drivers).
Have each legal guardian for each child (or siblings) create their own HopSkipDrive account. They should then add their kid/s in the parent dashboard.
Please have each guardian email [email protected] informing the Parent Support Team of their permission for their child to participate in rides you create.
Once this is done, the support team will add each child with a different guardian to your HopSkipDrive account. Then you will be able to create rides as you need to with any of the riders.

5. What are pickup notes?
When creating your ride, you can add special instructions for your CareDriver. Please include as much detail as possible in the pickup instructions. This ensures that your CareDriver will be able to find your child and makes for a smoother ride. Some questions to think about when creating your pickup instructions: Is there a pickup line at the location? Will the child need to be signed out? Should your CareDriver park? Should your CareDriver go inside? Are there any landmarks your CareDriver can use to locate your child? Some parents find it helps to close their eyes and envision visiting their pickup location for the first time. If you have specific driving directions for your CareDriver after pickup, please detail them in the pickup notes, as well.

6. What are dropoff notes?
When creating your ride, you can add special instructions for your CareDriver. Please include as much detail as possible in the dropoff notes. Some questions to think about when creating your dropoff notes: should the CareDriver park and walk my child in? Where should the CareDriver park? Has the rider been to this location before? Should the CareDriver follow their instructions? If the location is locked, what should the CareDriver do? It helps to close your eyes and imagine going to the location for the first time.

7. Can I create a ride with multiple stops or pickups?
Yes! We call these multi-part rides. Officially a HopSkipDrive ride ends anytime the car stops at the designated drop-off address. If you would like to create a ride with multiple stops, you will need to create multiple rides. For example: Let’s say you need to pick up kid 1 from point A and drive to point B. Then, as a second ride, you would pick up kid 2 from point B and drive both kids 1 and 2 to point C. In these cases, we always aim to assign the same driver to both legs of the ride. We ask that, when you create the rides, you title them by listing which part they are. For example: "School to Museum part 1 of 2" and "School to Museum part 2 of 2". It helps us recognize that they'll need the same driver for both legs.

8. Why can’t I get the same driver?
Unfortunately, we cannot guarantee the same CareDriver for each ride. CareDrivers set their own schedule and may not always be available when you have a ride schedule. Generally, you will be seeing the same handful of drivers for your ride requests.

9. What if I don’t like the CareDriver I’m assigned?
We currently do not have the ability to set driver preferences. If you are paired with a CareDriver you are unhappy with, please give us a call or email [email protected]. We will do our best to rematch you with another CareDriver. The more advance notice we have, the more likely we are to be able to accommodate your request.

10. Why can’t I edit a ride?
You can edit your ride in your dashboard as long as the change doesn’t cause a conflict for the assigned CareDriver and as long as you do so with sufficient time before the ride (at least 8 hours) If you need to change an existing ride that is happening soon and already has a CareDriver, please call our Customer Support team at 844-467-7547.

11. How do I schedule recurring rides?
You can reschedule a previous ride as many times as you need! To reschedule a ride, log in to your HopSkipDrive account. Click on the ride in the center of your screen, then click “Past Rides”. Select the ride you would like and click “Reschedule this Ride.” If you use the iPhone app you can now schedule recurring rides using the app.

12. How old does my child have to be to ride?
A child must be at least 7 years old to use HopSkipDrive.

13. Does my child need a mobile phone or a smartphone?
Your child does not need to have a phone. All CareDrivers must have smartphones, but this is not a requirement for parents or children. However, if a parent does not have a smartphone, they will not be able to use our mobile app. The app allows you to track the ride’s progress using GPS and receive ride notifications. The ride’s status can always be checked using our smartphone app or by calling our live ride support team.

14. Do I need a smartphone?
All CareDrivers must have smartphones, but this is not a requirement for parents. If a parent does not have a smartphone, they will not be able to use our mobile app. The app allows parents to track the ride’s progress using GPS and receive ride notifications. The ride’s status can always be checked using our smartphone app or by calling our live ride support team.

15. Do I have to pay before scheduling a ride?
Yes, once you add your billing information to your account and purchase a ride credit or ride credit package, your card will be charged. All additional fees for extra mileage and time will be bundled and charged to your credit card at the end of the week.

16. How far in advance can I schedule a ride?
You can schedule a ride as far in advance as you like and as soon as 8 hours from the pickup time or 3pm the day before a ride that will take place prior to 10am. If you must cancel a ride, you can do so up to 8 hours before the scheduled trip time without incurring a cancellation fee.

17. Do you drive to the airport?
Yes - we can take you to the airport for a flight departure, but unfortunately we cannot pick you up from a flight arrival.

18. Do you provide car seats?
No. We do not provide car seats. We do provide booster seats for children 7 years and older. We can only do rides with children that require car seats if parents provide their own car seats, and they install them themselves and ride along (and they are the legal guardians). Our CareDrivers are not allowed to touch car seats in any way.

19. Can my child be late?
We know how challenging school pickups can be. If you know your child is running late, give us a call! If you know that waiting is a possibility, please include waiting time in your ride length estimate or delay the pickup time. This helps us ensure that the CareDriver is able to pick up their next ride on time, and there are no additional charges for extra time! If the child is unexpectedly late, the ride time begins at the originally scheduled pickup time.

20. What is your ride cancellation policy?
We know life can get crazy, so you can cancel a ride up to 8 hours before the scheduled trip time. If you fail to meet the cancellation deadline, you will be charged a $15 cancellation fee.

21. How does my kid know who the driver will be?
When your ride is matched with a CareDriver, you will see the driver’s full profile. This profile includes a photo of the driver and their car. We ask that all parents show their children these photos so they will be able to recognize their CareDriver. CareDrivers will be wearing their bright orange CareDriver t-shirts and will have the HopSkipDrive flags on their car. The only time the HopSkipDrive flags are not present on the CareDriver’s car is if they are about to drive on a freeway or if you have requested in the pickup notes that the flags be left off the car. The CareDriver will always have their t-shirt on.

22. Do I have to pay with a credit card?
All payments must be made with either a credit or debit card.

23. Can my child travel with an animal in a HopSkipDrive car?
Out of courtesy to the driver and future riders, we do not allow animals except for service animals, who are always welcome passengers.

24. Can my child manage their own account and set up their own rides?
In our Terms of Service we require all HopSkipDrive account users to be 18 or older. Parents and drivers may manage HopSkipDrive accounts, but children are asked to sit back and enjoy the ride.

Drivers

1. How do I become a driver?
If you’d like to be a CareDriver, please begin the process here. All drivers must pass a 15-point certification process which includes a 19-point vehicle inspection. We require all drivers to be at least 23 years of age and have at least 5 years of childcare experience. A CareDriver must have their own car (2006 or newer), have proof of insurance, a clean background check and a clean driving record. We also ask all drivers to provide references and be fingerprinted. After a driver has passed these steps, we meet each driver in person. Once a CareDriver is approved, they set their own schedule and work when they like. Of course, the wider their availability and geographic preferences, the more rides they’ll get. Our busiest times are from 6am-9am and 2pm-6pm.

2. What information will you need from me?
To be a CareDriver, we will require you to pass a 15-point certification process. We will be asking for your childcare experience, driver's license, insurance and registration, at least two references, and the make/model/year of your car. Your car must be inspected by a licensed mechanic and you will be fingerprinted. You will need to meet with us to attend a driver training session.

3. Will I be a HopSkipDrive employee?
No, all CareDrivers are independent contractors.

4. How will my rides be scheduled?
Once you are an approved HopSkipDrive CareDriver, you can set your availability using our site. You will be assigned rides based on ride requests from parents.

5. Can I set my own schedule?
Once you have a CareDriver account, you will be able to set your availability using our website or the HopSkipDrive app. To set your availability: sign in to your account, and then click “Manage Availability.”

6. What are HopSkipDrive’s rules for behavior?
HopSkipDrive has a zero tolerance policy when it comes to smoking, drinking, and drug use while driving, texting/talking while driving, and physical contact with kids. Please visit our HopSkipRules page to review our code of conduct for both drivers and kids.

7. How do taxes work?
As an independent contractor, you will be responsible for reporting your own income and for paying the taxes on that income. CareDrivers who earn over a predetermined amount will have 1099s. The HopSkipDrive Driver Operations Team will provided detailed information on this once a CareDriver is on the platform.

8. How do I receive payment?
CareDrivers are paid once a week. Direct deposit is available.

9. Will I still be paid if the rider cancels?
If a ride is canceled within 8 hours of the ride, the parent will be charged a $15 cancellation fee that will be transferred to the CareDriver. If the rider cancels more than 8 hours before the ride, there will be no cancellation fee.

10. Do you have insurance that protects me and my car?
HopSkipDrive has insurance that exceeds regulatory requirements and includes a $1 million per accident liability coverage. We have unique insurance designed for transporting children under the age of 18. You are covered under our policy while you are on your way to pick up a HopSkipDrive passenger, and while you have a HopSkipDrive passenger in your car.

Payments and pricing

1. How do I pay for rides?
You have the option to purchase single ride credits or ride packages. Hint: the packages will significantly cut the cost of each individual ride. Once you are matched with a CareDriver, your ride balance will be debited for the ride. If you cancel a ride up to 8 hours before the scheduled time, your credit will be reapplied to your account and you will not be charged a cancellation fee.

2. Why isn’t the pricing listed on the website?
It is! You can find our price breakdown on the Pricing page which is located in the upper right corner of the Homepage next to “Log-in”. It is also listed on the page where you purchase ride credits.

3. When am I charged?
Your card will be charged as soon as you purchase a ride credit or a ride credit package. All fees for extra time or mileage are bundled and charged to your credit card at the end of the week.

4. How does your billing work if my child comes out late?
Rides begin when the child enters the car or at the scheduled pickup time. If your child is late, the CareDriver will be paid from the scheduled pickup time to the actual drop off time. If more than 30 minutes passes from the beginning of the ride, an additional $.50 per minute will be charged to your credit card.

5. Do you have a cancellation policy?
You can cancel a ride up to 8 hours before the scheduled trip time. If you fail to meet the cancellation deadline, you will be charged a $15 cancellation fee.

6. Why is the mileage charging for a longer distance than when I drive it myself?
The mileage depends on the route the CareDriver uses for that specific ride. There may be some variation depending upon traffic and GPS instructions. Our staff and the CareDriver will work to select the route that is both safe and gets your rider where they need to be as quickly as possible.

Gas leak relocation

1. What is the program?
If your home has been relocated due to the SoCalGas Aliso Canyon gas leak, and the SoCalGas reimbursement program does not cover your rides to or from school, HopSkipDrive will reimburse the cost of those rides.

2. Who is eligible?
Porter Ranch area residents whose home has been relocated are eligible. The program is intended for affected families that are finding it challenging to use the transportation options provided, such as buses or personal vehicles with mileage reimbursement, and who have been informed in writing by SoCalGas that they will not be reimbursed for our service.

3. How do I determine my eligibility?
Parents must first contact SoCalGas to determine their eligibility to be reimbursed by SoCalGas. If they don’t qualify for SoCalGas reimbursement, parents can determine their eligibility for HopSkipDrive reimbursement by signing up for an account at HopSkipDrive.com, then emailing [email protected] with the following documentation:

Written confirmation from SoCalGas that SoCalGas will not be reimbursing the parent for the rides through both its pre-approval and claims processes; and
Name, email address, address of affected residence, copy of utility bill of affected residence, and address of relocated residence, together with written proof of the relocation.

4. How does it work?
Parents purchase ride credits, schedule the rides, and pay for the rides. For eligible parents, HopSkipDrive will issue refunds for eligible rides to the account holder’s credit card on file.

5. What rides will I be reimbursed for?
Eligible families will be reimbursed for up to two rides per child to school or home per school day (this includes ride credits plus any overage charges).

6. How do I apply for reimbursement from HopSkipDrive?
Eligible families can email [email protected] on a monthly basis to request reimbursement and will need to include descriptions of the rides that are eligible for reimbursement.

More Details? Please see our Rules here.

7. When does the program end?
The HopSkipDrive program will end at 9pm on February 29, 2016.