Swoop Policy & Guidelines

Welcome to Swoop. Swoop is a transportation platform that works with preferred providers on providing ground transportation. Swoop’s Services allow users to determine the availability of travel-related goods, and to make legitimate requests, reservations, and payments, and to otherwise transact with third party transportation providers.


Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including drivers. Thank you for joining us to support and safeguard a welcoming environment.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to Swoop. There will always be unforeseen events that may ultimately lead to you losing access to the Swoop apps—and we’ll update these guidelines regularly—but the following guidelines are sufficient cause for Swoop to take action. Please take a moment to read them.

Treat everyone with respect

Treat your fellow users as you would like to be treated yourself: with respect. The actions you take while using Swoop can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people when using Swoop —just as you would in any public place.

Threatening and rude behavior

Aggressive, confrontational, and harassing behavior is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It may be a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.

Unwanted contact

Contact should end when the trip or delivery is complete, unless it’s to return a lost item. For example, texting, calling, visiting, or trying to visit someone in person after a trip or delivery has been completed is not allowed.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using Swoop to commit any crime—such as transporting drugs, money laundering, commiting drug or human trafficking, or sexually exploiting children—or to violate any other law is strictly prohibited.

Car seats

Drivers and riders should comply with applicable laws when traveling with infants and small children. When riding with small children, it’s the rider’s responsibility to provide a car seat. Children age 12 and under should travel in the back seat.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including speed and traffic laws, at all times when using Swoop.

To maintain uninterrupted access to Swoop, all relevant licensing and permitting requirements for drivers must be kept up to date. For example, all drivers and operators using a vehicle are required by law to maintain a valid driver’s license, insurance, and vehicle registration.

For riders, let your driver handle the driving. For example, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. Don't ask a driver to speed or to make illegal stops, drop offs, or maneuvers.

Property damage

Damaging property is never allowed. Some examples include intentionally spilling food or drink; smoking in a car; or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear. If proof of damage or cleaning is provided, you will be responsible for 100% of the amount due. An additional fee will also be charged for any cleaning services beyond what is usual and customary. You shall be responsible for replacement costs of any items that cannot be satisfactorily cleaned or repaired. If you feel that there has been a mistake (e.g. there was no mess to clean), then feel free to submit reply to the email with your justification and our compliance team will review the case in detail and reply back with the outcome of the review. This process takes 5-7 business days.

Drugs and alcohol

If you’re a driver, by law, you cannot drive while intoxicated. The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.

If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call 911. After the driver has ended the trip, report your experience to Swoop.

Refund Policy

If you would like to request a price adjustment or refund or otherwise have a complaint about your ride, please submit your request or complaint to info@swoopapp.com within thirty (30) days of the ride in question. The decision to review any submission made after 30 days will be in Swoop’s sole discretion.

For any request or complaint, Swoop will address it in the manner that Swoop, in its sole discretion, deems appropriate, which may include, but is not limited to taking no action, issuing credits to your Swoop account in the form of Swoop credit or refunding the method of payment associated with your account. The selected gratuity amount is completely discretional to the client and can be increased, decreased or removed completely. Additionally, there may be an additional processing fee at Swoop’s discretion that will account for reserving the vehicles, time spent on the logistics, and the opportunity cost of having to reject deals in the same timeframe by holding vehicles. Any additional moneys given to the chauffeurs will be considered an additional gratuity and no credit or refund will be given.

Overages & Wait Time Fees

Prices quoted include only the trip type booked, which hourly reservations as well as one-way and round-trip transfers. Prices do not include additional charges for changes in the scope of Services that result in additional mileage, reservation hours, or wait times. If ride is extended past the agreed upon end-time, customer will pay the hourly prorated amount. Swoop provides a complementary wait time of 15 minutes after your trip time has started. A per-minute wait time fee will begin after your driver arrives at your location and the agreed upon pick-up time has passed.

Customer authorizes Swoop to bill any of these above referenced to the credit card on file and customer agrees to pay all such charges. We will notify you in writing or via phone of any such additional charges as soon as practicable. You hereby explicitly agree that all communication in relation to amounts owed will be made by electronic mail or by phone, as provided to Swoop and/or Swoop Payments by you. Such communication may be made by Swoop or by anyone on their behalf, including but not limited to a third-party collection agent.

Changes and Updates

Swoop may occasionally update this Policy, and when Swoop materially updates this Policy, Swoop will also revise the “Effective Date” on this page.

Contacting Swoop

For any questions or comments about Swoop, please email Swoop at info@swoopapp.com or contact Swoop at the mailing address below.

Swoop Inc.

5151 W. Rosecrans Avenue

Hawhorne, CA 90250

Update: October, 21 2019