Driver Terms and Conditions Frequently Asked Questions

1. Does Bolt do Passenger verification?

a. Yes, we rolled out Passenger verification and we have marketplace guidelines available on our website at https://bolt.eu/en-ke/legal/marketplace-guidelines-terms/?category=rides that let’s passengers know that they may be required to verify their identity and failure to do so may result in suspension of their accounts.

2. Where will I find the T&C’s that apply to drivers?

a. Online at https://bolt.eu/en-ke/legal/?category=rides and/or

b. In the driver app

c. On sign up-all terms are shared with the drivers on email

3. Do I have to do the Driver verification? Yes and if you don’t or fail the verification, Bolt may block your account.

4. What is the basis for setting the fare? It is based on the default base fare, trip distances as determined by GPS and time of the trip.

5. What about Upfront fares? We may use an upfront fixed fare that is communicated to the passenger and to you when the ride is accepted. If the passenger changes the trip destination during the ride because of traffic or something else, we may use the variable fare method described in 4 above.

6. What costs am I responsible for paying?

a. Vehicle related costs

b. Taxes on the fares paid to you

c. Personal costs of operating on the Bolt Platform

7. When are drivers paid?

a. Usually once a week and early cash out before the weekly payment is made is also available on the terms set by Bolt.

8. What is the driver responsible for in using the Bolt Platform?

a. Transporting the passengers

b. Paying commission to Bolt for use of the Bolt Platform

c. Complying with traffic laws

d. Ensuring the vehicles they are using have valid insurance, proper licence plates and meet road traffic requirements

e. Making sure no one uses your Driver Account or has access to your driver account

f. Not using the Bolt platform for any illegal activities

9. Should Bolt compensate me if there is any damage to my car or loss during a trip or damage caused by a passenger? No. Bolt is not liable for any damage or loss caused to your or your vehicle during the trip or any damage or loss caused by a passenger.

10. Can Bolt give out my information? Yes it may, but only to the extent that the information request is from a state authority as required by law e.g we may provide your information to a tax authority if they give us a valid information request in relation to your activities on the Bolt Platform.

11. Do I have to accept a promotional trip?

a. No you don’t. You can refuse to accept a promotional trip but you shouldn’t do so just because it is a promotional trip. Please remember that refusing to accept a trip may affect your acceptance rates.

b. For a promotional trip to be valid, the passenger must apply the promotion in-app.

12. What happens if a passenger has made a mess in my car? You can ask them to give you a reasonable amount of money to cover the cleaning costs for the car. If they refuse, report the passenger in-app.

13. Who is responsible for refunding the Driver if the passenger doesn’t pay.

a. Driver should try to recover this from the passenger (without using violence or threats).Driver can also report this to Bolt and Bolt will follow up with the passenger but Bolt is not responsible for reimbursing the Driver if the passenger does not pay.

b. Any other passenger in the vehicle can also pay for the trip.

14. Is commission deducted from the tip? No

15. Where can I find my receipts and trip information?

a. These will be sent on email after every trip and are also available in your Driver account.

16. If the passenger does not pay, will Bolt collect its commission for that trip? Yes

17. How will I know if the commission rate has changed? Bolt will notify you in-app, by text or by e-mail.

18. What does Bolt charge commission on? Bolt charges commission on the Fare but it does not charge commission on the Tip.

19. Under what circumstances can a Driver’s account be blocked?

a. Reckless driving

b. They are involved in a safety related incident

c. Illegal use of the Bolt Platform

d. Account sharing

e. Quality metrics- Cancellations and Acceptance

20. If my Driver account has been blocked for whatever reason, can I ask Bolt to review this? Yes, you can appeal an account Block and Bolt will review your request and if a valid reason is found after the review that the block should be removed, Bolt can remove the block.

21. If I no longer want to be on the Bolt Platform, what do I do? Send a request in-app , by e-mail or by post or in person and ask for your driver account to be deleted and giving Bolt at least seven(7) days notice.

22. I don’t agree with the updated Driver Terms, what do I do? You have the right to terminate your agreement to the Driver Terms by discontinuing the use of the Bolt App by sending a termination notice to us. The termination will take effect from the date of the updated Driver Terms unless you specify another date in your notice.

23. Which law applies to the Terms? Kenyan law

24. What is the policy on activation and deactivation?

a. The deactivation policy is available here