Common Questions About Chariot

Where can I view Chariot's Terms and Privacy Policies?

By using the Chariot App, you've agreed to comply with all of Chariot's Terms and Conditions and Privacy Policies in your country of use. To review any of our policies, please visit https://www.chariot.com/legal.

What is your refund policy?

For monthly pass-holders, we offer a full refund within 72 hours of your purchase. We cannot refund credits or ticket packs at this time.Contact us at hello@chariot.com with any questions or refund requests.

Am I guaranteed a seat on a Chariot?

Yes, Chariot utilizes an App-based reservation system for all of our routes. This allows individuals to check-in on a Chariot and reserve a seat! Once the Chariot is completely booked – it will be listed as “Full”. No more waiting around on a street corner in hopes of squeezing into a crowded bus!

How do I find my Pick-Up location?

When you check-in to a Chariot, you are shown the address of the pickup stop in the available Chariots menu. You can also click on "View Stop" to see a picture of the location. Additionally, on our website, we have a "Routes" page. This has all of our routes available on a drop down menu. Select your route and scroll to the bottom of the map and all stops are listed with exact addresses and photos. Still not 100% sure of your Pick-Up stop? Reach out to us! We are more than happy to assist. Please note: there are times where we have to change a stop due to street closures, construction, and anything else that might pop up in this city of ours! We notify our customers as soon as we can of these changes and often send out e-mail updates as well as In-App notifications.

When is Chariot in service?

Chariot operates during commute hours. This is Monday – Friday from 6:30-10:00AM and 4:00-8:00PM. Times vary depending on each individual route. To find out the exact service hours of a route, please visit our “Routes” section and use the drop-down menu to select the route you normally ride. Please note: these times may vary on holidays where we have limited service or no service. Notifications will be sent out via e-mail and In-App messaging as necessary. Pop-Up Routes and Special Event Routes will have varying times too.

What is Chariot's holiday service?

Chariot's regular service will be suspended or reduced on the following holidays: Labor Day ~ Monday, September 4, 2017 Veterans Day ~ Saturday, November 11, 2017 Thanksgiving Day + Day Before and After ~ Wed, Nov. 22 to Fri, Nov. 24, 2017 Thursday- Friday prior to Christmas ~ December 21, 2017 ~ December 22, 2017 (reduced service) Christmas Eve through New Years Day ~ Sunday, Dec. 24 ~ Monday, January 1, 2018 : -San Francisco & Austin - No Commuter Service -New York - Limited Commuter service Martin Luther King Jr. Day ~ Monday, January 15, 2018 President's Day ~ Monday, February 19, 2018 Memorial Day ~ Monday, May 28, 2018 Independence Day ~ Wednesday, July 4, 2018

How much does Chariot cost?

The cost of riding a Chariot varies by city. SAN FRANCISCO PEAK Monthly Passes: $119 for 30 consecutive days OFF PEAK Monthly Passes: $89.00 for 30 consecutive days AM ONLY Monthly Passes: $69.00 for 30 consecutive days - this is good for PEAK and OFF PEAK AM times only Ride pricing Ride costs vary depending on your Chariot's pickup time at your stop. PEAK: 7-9:15 AM and 4:30-6:15 PM ($5/ride) OFF PEAK: ($3.80/ride) Note: Open and close times vary by route. You can purchase on our website or via our App. Keep in mind, you can use your Commuter Benefits which allow you to spend Pre-Tax dollars on your Chariot rides which offer additional savings! AUSTIN Rides on Chariot's Austin routes cost $3.50 per ride. We also have Monthly passes, which are a great deal for regular riders. For instance, the All-Access Monthly Pass - which will let you ride the growing network of public commuter routes in Austin anytime they are running - is $95, and can be purchased with pre-tax dollars. That's less than $1.50 per ride when using it to and from work every day!

Does Chariot Credit ever expire?

No! Your purchased Chariot Credit never expires, and we mean never! Consider it your personal piggy bank that you can use up at any time. Monthly passes expire after 30 calendar days from the start date.

Do you accept my company's commuter benefits?

Yes we do! We accept all forms of commuter benefits, including WageWorks, Commuter Check and everything in between. Some other popular programs include Zenefits, Navia, and TranBen. If your benefits provider gives you a pre-paid debit card, you can add it as your preferred payment source on the Chariot app or online at Chariot.com. If you need to log-in to a benefits portal (e.g. WageWorks), you should see Chariot as an option under "Transit" to purchase a pass (Note: Per WageWorks policy, paying through the portal by the monthly deadline will result in your pass becoming effective the following calendar month, so you would need to purchase a separate pass for the current month to enjoy Chariot immediately. No refunds will be processed for overlapping passes due to the start of your WageWorks pass.) For Commuter Checks or other transit vouchers, please see below.

How do I use Commuter Checks or other transit benefit vouchers to pay for Chariot?

Commuter Checks and other transit benefit vouchers are a great way to save money on your commute via Chariot! In order to make sure processing goes smoothly, here is the best process to follow: 1) Request a check/voucher that covers the ticket package you want to buy. 2) Fill out all the information on the back of the check/voucher. 3) Turn in your check/voucher to any Chariot driver. Make sure you have enough ride credits to cover your commute for the next 3 business days, just in case there is a delay in processing. 4) If your commuter check is for less than the price of the package/pass that you want, please add a note to us on the check (or write to us at hello@chariot.com) and let us know what package/pass you would like to apply it to. You will need to have a saved payment method linked to your account - this will allow us to charge the remaining balance of the purchase you wish to make. At the moment - all split payments such as these require manual processing. Our Customer Support Rock-stars are ready and waiting during operating hours to assist you with this. 5) We'll process your commuter check as soon as possible according to your request. If no request is received, we'll automatically give you the largest ticket package your commuter check covers. That's it!

How do I sync my Wage Works account?

If you signed up for Wage Works via their automatic portal - we sync your pass for you at the end of the month. For this to go smoothly, you will need to have an active Chariot Account with the same first name/last name/e-mail that you used for Wage Works. If your e-mail with Wage Works is different than the e-mail you use with Chariot, as long as your first name/last name matches - we will still be able to sync your account. If you have a duplicate account - reach out to us at hello@chariot.com so we can ensure your Wage Works pass/credit package is applied correctly!

If I buy an Off Peak or AM Monthly, can I still ride at other times not covered by the pass?

Yes, of course. If you have an Off Peak or AM-only Monthly and want to take a ride outside of those time parameters, you will need Chariot Credits. If you don’t have Credit at the time, you can purchase on the spot and check-in within seconds!

When is Peak pricing applicable?

Peak pricing is based on the estimated time the App says a chariot expects to pick you up. If you check-in at an Off Peak price, but actually get picked up at a Peak time (i.e. because of a delay), we’ll honor the Off Peak price. For example, if you check in at 6:15AM, and are given an ETA of 6:28AM (that is an Off-Peak Price), even if the Chariot does not arrive until 6:31AM, we will still only charge you the Off-Peak Price We understand there is potential for confusion here - if you are ever unsure, reach out to us!

Is Chariot available for private events or on the weekend?

Indeed we are! Chariot Charters provides you with customized transit when you need it, whenever you need it. Our Chariot Charters go everywhere and anywhere in Northern California. Popular events for our Charters include weddings, wine country trips, corporate events and more! Check out the "Charters" sidebar in your app or at www.chariot.com/charters to get a quote for your next event. You can give us a call at (415) 933-7449 ((OR USE)) our Live Chat with a Charters Expert as well.

Am I insured on Chariot?

Yes, you are insured by commercial vehicle insurance anytime you're on board Chariot that is above the state minimum requirement. Ride with peace of mind!

What is your policy for animals that are not service animals?

Small animals may be allowed on board Chariot if they are kept in a carrier that is held on the rider’s lap. Unfortunately, Chariot does not allow large animals that do not fit in a carrier on the rider’s lap to board Chariot. When bringing animals on board, please be courteous to your fellow riders as some may be allergic or uncomfortable around animals. Riders are responsible for the care and supervision of his or her animal. Chariot reserves the right to ask a rider to disembark if their animal is a cause for safety or comfort concerns. Chariot reserves the right to refuse service to riders attempting to bring animals on board, regardless of whether they fit in a carrier on a customer’s lap.

Can my child ride with me?

All children 8 years of age or older OR who have reached 4' 9" in height are permitted to ride with a parent or guardian as long as they have their own boarding pass and are secured by a safety belt. Booster seats or car seats are not permitted on board. Where applicable, passengers who are 16 years of age and over are subject to Mandatory Seat Belt laws. Please note: at this time, users cannot reserve two seats at once. Each individual will have to have the Chariot App downloaded with a valid account, user ID, and boarding pass to ride.

What is your accessibility policy?

It is our policy to accommodate all passengers, including those who use wheelchairs. If you anticipate that you will need transport in a vehicle that includes a wheelchair lift or ramp, simply adjust your profile setting for “Accessible Service” in the Chariot IOS App to “Wheelchair Accessible Required.” Once you’ve made this adjustment to your profile settings, all of your requests for Chariot commuter service will be directed to an accessible vehicle. Alternatively, you may contact our Customer Service Team at 1-888-735-5079 or contact the Team through the “I want to speak with a Chariot Team Member” option available in the App’s Support menu to arrange accessible service.

What is your service animal policy?

Chariot welcomes all service animals as defined under the Americans with Disabilities Act and related regulations and handlers onboard its vehicles to accompany individuals with disabilities in Chariot’s vehicles. When possible, large service animals should remain on the floor of the Chariot you are boarding, while smaller service animals may be kept in a lap. If you have any questions about the specifics of Chariot’s service animal policy, please contact the Customer Service Team at 1-888- 735-5079, or contact the Team through the “I want to speak with a Chariot Team Member” option available in the App’s Support menu.

What is your anti-discrimination policy?

We take pride in being an all-inclusive community, where everyone in a Chariot deserves the best experience (including service animals!) Discrimination of any kind may result in the rider or driver's immediate deactivation from the Chariot platform. Discrimination against passengers or drivers on the basis of race, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age, or sexual orientation is not permitted. Please reach out to us at anytime with any issues at hello@chariot.com.

Which routes can I use my free rides on?

Free ride credits received via a promotion code or referral may be used on any of our normal commuter routes. Free rides credits may not be used on special event pop-up routes, such as our Outside Lands Pop-Up Route, unless otherwise specified. For more information, please email us at hello@chariot.com.

How do I start using Chariot?

You will first want to download our App! Head over to our home page and click on “Download App to Ride” to see our mobile splash page. Enter your phone number and receive a texted link to download either the iOS or Android App. You can also find the Chariot App in the App Store and Google Play by simply searching “Chariot”. Once you download our App, create an account! This will require an e-mail address and valid phone number. Upon sign up, you will receive a text to verify your phone-number.

How do I get a hold of a Chariot Representative?

Need help boarding a Chariot? Have a question about your account? Want to just reach out to us and say hi? The easiest way to do so is via our app! Tap "Support" from the menu and scroll down to "I want to speak with a Chariot Team Member." Alternatively, you can shoot us an e-mail at hello@chariot.com. You can even hunt us down on our website - there is a live chat function! We really are live humans behind a myriad of computer screens waiting to assist you. During operating hours, Monday - Friday, 6:30AM - 8:00PM, we have live customer support standing by to provide you with immediate assistance. To contact us via phone, please call us at 888-735-5079 Please note: our phone lines are extremely busy during the day and getting through at times may be difficult. A much faster way to contact us is via the app, an e-mail, or our live chat function on our website.

Do you have a lost and found?

We do! If you ever leave something on a Chariot - reach out to us! We can pull up the vehicle you were in and search that vehicle for any lost items. We also have a lost and found that our Drive Team can look through for missing items. We do our best to coordinate with you the return of your items as quickly as possible. Please note: Chariot is not responsible for lost or stolen items on our vehicles.

What if I have a comment or complaint about accessibility?

Chariot is committed to providing universal access to better transportation, including for riders with disabilities. If you have a comment about our accessibility practices, or believe that you have been discriminated against on the basis of a disability, we want to know about it. Please fill out this form https://goo.gl/forms/lB6sjU7F0LjRY6bn1, or you can email us at accessibility@chariot.com. You can also mail the form to: Curtis Tuggle National Director of Safety & Training / ADA Compliance 450 Mission Street Suite 401 San Francisco, CA 94105. Or you can call us at (855) 753-2948. As soon as we receive your complaint, we will investigate the issue and get back to you as soon as possible.