Quality of rides

Service Standards for Drivers: Acceptance Rate & Driver Score To ensure we consistently provide the highest ride quality, we have established a set of service standards regarding Acceptance Rate (AR) and Driver Score for all drivers.

Soft Launch Phase: At this stage, we will implement these standards through warning notifications and educational manuals. The official enforcement of account suspensions will be announced at a later date following this trial period.

What is the Acceptance Rate (AR)? The Acceptance Rate is the percentage of trip requests you accept out of the total requests sent to you. The more trips you accept, the higher your rate will be.

Note: Trips outside your preferred pickup distance settings will not affect your Acceptance Rate.

Acceptance Rate Thresholds

• Below 70%: In-app educational manual sent.
• Below 35%: Account suspension (Official enforcement date to be announced).

What is the Driver Score? The Driver Score is calculated based on the completion status of your last 100 accepted trips. All successfully completed trips are defaulted as "Good Trips."

• Declining a request before accepting does not affect your Driver Score.
• Canceling or failing to complete a trip after acceptance may affect your score.
• Not all uncompleted trips will necessarily impact your score (depending on the reason).

Driver Score Thresholds

• Below 75: Warning notification sent.
• Below 65: In-app educational manual sent.
• Below 55: Account suspension (Official enforcement date to be announced).

Account Suspension Mechanism (Implementation Post-Trial) Once the suspension mechanism officially goes live, it will be enforced as follows:

• 1st Violation: Account suspended for 1 day.
• 2nd Violation (within 180 days): Account suspended for 7 days.
• 3rd Violation (within 180 days): Account suspended for 14 days.

What are Educational Manuals? When your metrics fall below the specified thresholds, an educational manual will appear in the app. These resources are designed to help you improve your Acceptance Rate or Driver Score, ensuring the quality of service on the Bolt platform and protecting your account status.

Why are we introducing this mechanism?

• Enhance Operational Efficiency: To improve the overall stability of driver services on the platform.
• Reduce Disputes: To minimize service-related conflicts between passengers and drivers.
• Protect Market Confidence: To help the majority of drivers maintain stable service quality and income levels, preventing the behavior of a few from negatively affecting the entire market's reputation.