The following indicators are likely to have an impact on your activity:
Cancellation rate
The cancellation rate refers to the number of rides cancelled after you have accepted the ride proposal. The average cancellation rate is calculated over the last 80 rides.
To offer a respectful and reliable intermediary platform (“centrale de réservation”) for your passengers, in accordance with articles 13.6 of our Terms and Conditions for Drivers, Bolt reserves the right to open an internal investigation and suspend your Bolt Account if the average cancellation rate is greater than 50%. Notifications will be sent to you so that you can address the issue and avoid suspension of your Bolt Account.
In accordance with article L. 1326-2 of the French Transportation Code, you may refuse a proposed transport service (i.e. a ride) without incurring any penalty. However, cancelling a ride that you have previously accepted may affect your average cancellation rate, as described above.
Passenger ratings
Passengers have the opportunity to rate your transport services and leave comments on the quality of the service you have provided. This is to protect the safety of passengers, ensure a high-quality service via the Bolt app, and ensure the proper performance of the ride as required by the Transport Code pursuant to our legal status of centrale de réservation.
The app allows passengers to assess the quality of the transport service you provide using a rating of 1 to 5 stars. Your rating is based on an average calculated over the last 40 rated trips and is visible in your Driver app.
In accordance with article 13.6 of our Terms and Conditions for Drivers, if the average passenger rating is less than 4, Bolt reserves the right to open an internal investigation and suspend your Bolt Driver Account.
If you feel any review is not genuine, you can notify us via the Support section of the Bolt app.
In accordance with its obligations as a reservation centre and to preserve the safety of the platform's users, Bolt may terminate your Bolt Account in the event of a sufficiently serious event that prevents the continuation of the commercial relationship between you and Bolt.
For more information about other grounds for suspension or termination, please refer to the article “What are the grounds for suspending or terminating your Bolt Account?”.
