HomeMy WebLinkAboutCONFIDENTIAL - City of Diamond Bar - Technical Response - Uber.pdfUber Transit
City of Diamond Bar
Dial-A-Ride Transportation
Services
Option 2 – Contractor-Proposed Program
Request for Proposal
Technical
February 28, 2025
Uber Transit
Uber Transit
A. Cover Letter
City of Diamond Bar
City Manager ’s Office
Attn: Dannette Allen
21810 Copley Drive
Diamond Bar, CA 91765
February 28, 2025
Re: Dial-A-Ride Transportation Services / Contractor-Proposed
Program
Dear Danette Allen and Members of the Evaluation Committee,
On behalf of Uber Technologies Inc. (“Uber”)I am thrilled to submit our
Contractor-Proposed program proposal in response to the City of
Diamond Bar’s Dial-A-Ride Transportation Services Request for Proposal
(RFP). Uber is a leading on-demand transportation network company
(TNC) that stands at the forefront of the ridesharing industry in the U.S.
and globally. Our commitment to innovation and excellence, with a
particular emphasis on enhancing public transit through our dedicated
team, Uber Transit.
Uber Transit: A partner in transformative mobility solutions
At Uber Transit, we are driven by a mission to collaborate with public
transit agencies and cities like the City of Diamond Bar to solve pressing
transportation challenges. Our focus is providing easy to use tools that
enable seamless experiences for both City administrators and their riders.
To this end, we have developed a comprehensive platform that offers
real-time tracking, communication capabilities, and access to the largest
network of on-demand rides, ensuring that your riders are always
informed and empowered in their travel decisions.
Innovative solutions for a Dial-A-Ride programs
Like many cities across California, the City is particularly focused on
enhancing services for seniors and residents with disabilities, thereby
improving access to essential services like medical appointments, grocery
shopping, social events, and more. While your existing approach to
City of Diamond Bar | Dial-A-Ride Transportation Services 1
Uber Transit
providing Diamond Ride and Holiday Diamond may have historically
served your riders well, you may have noticed the cost to operate your
program has increased and customer expectations have changed.
Uber’s technology offers you the flexibility to launch and manage a variety
of subsidized transportation programs. And our readily available network
of drivers and vehicles gives you the flexibility to scale the Diamond Ride
program up or down as needed.
Commitment to partnership
Uber is committed to establishing a partnership with the City that supports
a high-quality, demand-responsive service and exceeds your
expectations. We're confident in our ability to deliver significant value to
your operations and the communities you serve and we're excited about
the prospect of working closely with the City to redefine Diamond Ride for
your residents. Thank you for considering Uber as your potential partner.
We look forward to the opportunity to support the City’s mission and
contribute to the local community's mobility and accessibility.
Sincerely,
Dmitriy Vanchugov
Head of Transit Partnerships, Uber Transit
City of Diamond Bar | Dial-A-Ride Transportation Services 2
Uber Transit
B. Project Team
B.1. Key personnel
The Uber platform is designed to operate at scale, allowing us to reduce costs for our partners
through a streamlined project team and enabling self-service when necessary. We have
carefully selected key team members for this project based on their proven track record of
successfully launching and managing similar initiatives.
Below is an organizational chart indicating key project team members. If any changes in
personnel occur during the contract period, we’ll notify the City and furnish the same required
information for review and approval.
Eric Cartrite will serve as your Project Manager during project implementation. Your staff will
enjoy working with Eric, as he possesses a welcoming and positive attitude — and over 16
years of experience delivering rideshare transportation programs. He will oversee all aspects of
project implementation from kick-off to launch, which includes: scoping, scheduling, training,
configuration, and testing. Eric is especially well-versed in local, state, and federal regulations
and guidelines relating to complementary paratransit/dial-a-ride programs.
Chris Margaronis will serve as your Senior Account Executive on this project. He possesses
over 15 years of government contracting experience. His primary responsibility is to ensure a
successful partnership before, during, and after the life of any project. Prior to the start of this
project, Chris will manage the contracting process from beginning to end. This includes scoping
to ensure that the product-to-market fit is appropriate for the intended program and its users.
Chris has successfully supported similar initiatives in your region, including those with the City of
West Covina, Pomona Valley Transportation Authority, and Omnitrans.
Once the project is fully implemented, Eric will hand off the day-to-day management and support
to Amanjeet Anne, who will serve as your dedicated Customer Success Manager. Amanjeet is
based in Los Angeles and possesses unique insight into assisting local cities and public transit
agencies with their transportation initiatives. In her role as your dedicated Customer Success
City of Diamond Bar | Dial-A-Ride Transportation Services 3
Uber Transit
Manager, Amanjeet will provide unwavering support to help you fully leverage the Uber platform.
She will regularly monitor your program's performance and address your specific needs
— whether they relate to increasing ridership, managing your budget effectively, or achieving
your program's objectives.
The key personnel identified above are backed by a robust team of resources that support our
operations 24/7, including dedicated Local Operations and Customer Support teams. This
ensures seamless service and continuous operational oversight around the clock.
City of Diamond Bar | Dial-A-Ride Transportation Services 4
Uber Transit
B.2. Resumes
Eric Cartrite
Experience
Eric brings over 16 years of project management
experience, ensuring the successful delivery of
projects. He specializes in managing the end-to-end delivery of
transportation technology solutions for agencies of all sizes. As a
passionate and committed project manager, Eric excels in leading
teams with empathy, motivating both internal and external stakeholders
to achieve project objectives within specified timelines. He effectively
sets partnership expectations and oversees project resourcing,
timelines, and deliverables. Throughout project implementation, Eric
serves as the primary point of contact, promptly resolving any issues
that arise.
Projects
Regional Transportation District, Denver, CO, 2022 – Project
Manager. RTD’s Access-On-Demand program leverages the Uber app
to provide alternative curb-to-curb service for eligible customers. Riders
can take up to 4 Uber trips per day or 60 trips per month. To support
this program, Eric provided technical and operational support by
connecting with internal and external stakeholders to test and
troubleshoot any issues to ensure optimal program performance.
Pace Suburban Bus, Chicago, IL, 2023 – Project Manager.
Pace’s Rideshare Access Program (RAP) is a supplementary service
using transportation network companies like Uber to enhance
transportation options. Specifically designed for ADA paratransit riders,
RAP subsidizes a portion of rides through Uber Vouchers. Eric drove
the seamless implementation and transition of this program from a pilot
to a core program across Pace’s 6-county region for over 600
participants.
Pomona Valley Transportation Authority, Pomona, CA 2024 –
Project Manager. PVTA manages and oversees transportation services
across multiple cities within its jurisdiction. On this project, Eric played a
pivotal role in quickly launching three Dial-A-Ride programs—Claremont
Dial-A-Ride, Ready Now, and San Dimas Dial-A-Cab—after their
previous vendor ceased operations. He ensured seamless coordination,
provided hands-on support during implementation, and managed
vendor communications, and performance monitoring to guarantee
successful program rollouts.
Role
Project Manager,
Transit Operations
Benefits to the Project
Experience in deploying
technology to serve the
general public and ADA
paratransit riders
Cross-functional expert, able to
leverage resources and
insights from a variety of teams
Results-driven leader with
strong communications and
stakeholder management skills
Years of Experience 16+
Education
Friends University, M.B.A.,
Supply Chain Management
and Logistics
Texas A&M, B.A. Agricultural
Development
Blinn College, A.A.,
Communications
City of Diamond Bar | Dial-A-Ride Transportation Services 5
Uber Transit
Chris Margaronis
Experience
Chris is a seasoned Senior Account Executive with a
proven track record of over 15 years in public-private
partnership (PPP) expertise, enabling successful procurements. His
impressive career spans various roles in public governance, including
serving as a Legislative Aide on Capitol Hill, a Coro Fellow in Public
Affairs, and a Project Manager at LA Metro. Having founded and
managed Infra Associates, a firm specializing in guiding public agencies
through PPPs and securing project financing, Chris brings invaluable
insights and consultative support to partners, with a deep understanding
of federal, state, and local regulatory frameworks. Chris is dedicated to
driving impactful outcomes and fostering mutually beneficial
relationships.
Projects
City of Tolleson, Tolleson, AZ, 2022 – Senior Account Executive.
The City of Tolleson was looking to replace its costly Zoom circulator
shuttle service with on-demand microtransit. Chris helped the City
understand the benefits of a TNC-forward approach to microtransit
service instead of the traditional model with fixed routes. Chris worked
hand and hand with the agency to get the procurement through
contracting. The switch to Uber is anticipated to save the City
approximately $200K annually.
City of West Covina, West Covina, CA, 2022 – Senior Account
Executive. The City of West Covina’s Move WC program offers seniors
and individuals with disabilities a modern, flexible, on-demand
transportation solution that aligns with today’s expectations. As the
Account Executive, Chris worked closely with the city’s transportation
staff, providing strategic insights, data analysis, and detailed program
forecasts to ensure the proposal was comprehensive and compelling.
He guided the team through the decision-making process, addressed
potential concerns from stakeholders, and equipped them with the
necessary materials and presentations to secure council approval,
ultimately helping launch the program successfully.
Pomona Valley Transportation Authority, Pomona, CA, 2024 –
Senior Account Executive. On this project, Chris collaborated closely
with PVTA staff and their paratransit provider, Transdev, to swiftly
secure a contract with Uber after the unexpected closure of one of their
service providers. This disruption had negatively impacted on-time
performance, service reliability, and the agency’s ability to serve its
most transit-dependent riders. Chris’s efforts were instrumental in
restoring service levels and ensuring continued access to reliable
transportation for those in need.
Role
Senior Account Executive,
Transit Partnerships
Benefits to the Project
Highly experienced in project
management and funding for
public-private partnerships
Dedicated to meeting the
needs of clients and helping
them overcome challenges to
procurement and contracting
Adept at navigating federal,
state, and local policy and
regulations
Years of Experience 15+
Education
University of California,
Riverside, B.A Political
Science and International
Relations
City of Diamond Bar | Dial-A-Ride Transportation Services 6
Uber Transit
Amanjeet Anne
Experience
Amanjeet brings over 11 years of experience in
promoting successful partnerships and programs. Her
professional background includes positions at Ventura County
Transportation Commission, City of Redondo Beach, and the Los
Angeles County Metropolitan Transportation Authority, where she
gained valuable experience as a Transportation Planner and managed
six state/countywide municipal operator programs. As a Senior
Customer Success Manager at Uber Transit, Amanjeeet is dedicated to
equipping agencies with the necessary tools and support to effectively
deliver on-demand programs.
Projects
Omnitrans, San Bernardino, CA, 2021 – Senior Customer Success
Manager. The Omnitrans RIDE program provides monthly financial
assistance for seniors (age 62 and over) and individuals with disabilities
living within its service area, to use Uber for various trips including
medical appointments, work-related travel, and grocery shopping,
among other needs. For the RIDE program, Amanjeet provides
Omnitrans with regular updates on performance and budget to allow the
agency to assess and encourage the long-term growth of the program.
Metrolink, Los Angeles, CA 2020 – Senior Customer Success
Manager. The Southern California Regional Rail Authority (Metrolink)
creates “on-the-fly” Uber Vouchers during unplanned service
disruptions. Metrolink found Uber Vouchers to be a win-win for both the
agency and the rider. Today, Amanjeet goes above and beyond the
scope of the project to assist Metrolink in utilizing the Uber platform and
allow agency staff to modify the value of the voucher based on the
extent of the service disruption and distribute their vouchers to riders
through various modes of communication including email, text, and
social media within minutes.
Pomona Valley Transportation Authority, 2024 – Senior Customer
Success Manager. After the unexpected closure of one of PVTA’s
service providers, Uber quickly stepped in to assist, helping PVTA
establish three Dial-A-Ride programs—Claremont Dial-A-Ride, Ready
Now, and San Dimas Dial-A-Cab—to manage the overflow. Amanjeet
works closely with agency staff to monitor the success of all three
programs. Her efforts were instrumental in crafting agency and
program-level goals for each of these programs.
Role
Senior Customer Success
Manager, Transit
Benefits to the Project
Proven customer relationship
management for large agency
partnerships
Adept at utilizing a range of
resources to cohesively
facilitate the expansion of
rideshare programs
Pro-active in mitigating
challenges and escalating
issues for resolution
Years of Experience 11+
Education
California State Polytechnic
University — Pomona, Master
of Urban and Regional
Planning
University of California — Los
Angeles, B.A. International
Development
City of Diamond Bar | Dial-A-Ride Transportation Services 7
Uber Transit
C. Firm’s Experience/References
C.1. Our Experience
Since our incorporation in 2010, the Uber platform has provided more than 52 billion trips
around the world. Today, more than 5 million drivers access Uber’s technology across the globe.
Uber's dedication to enhancing public transportation extends beyond ridesharing alone. In 2015,
Uber forged its first public transit partnership, leading to the creation of Uber Transit: a
specialized team committed to collaborating with transit agencies, cities, public institutions, and
third-party operators to enhance public transportation across communities.
Through ongoing partnerships with over 80 public agencies, Uber Transit has a proven track
record of improving public transportation ecosystems and positively impacting the lives of
individuals who rely on public transit. In addition to providing our partners access to Uber ’s
rideshare network, we also provide tools and technology integrations that enable transit
agencies, third-party operators, and demand response technology companies to effectively work
together.
Below is a brief overview of the transportation programs we’ve successfully delivered over the
years to serve seniors and individuals with disabilities, all in compliance with local, state, and
federal regulations.
Many of these programs began as traditional Dial-A-Ride programs, similar to what you
currently offer. Uber's key advantage is providing access to the largest rideshare network,
enhancing both reliability and accessibility. Our platform allows riders to schedule trips in
advance or request on-demand rides, ensuring greater flexibility and convenience.
City of Diamond Bar | Dial-A-Ride Transportation Services 8
Uber Transit
3 https://www.rtd-denver.com/other-services/access-a-ride/access-on-demand
2 https://www.mbta.com/accessibility/the-ride/the-ride-flex
1 https://eldercare.ufhealth.org/2016/10/18/freedom-in-motion-transportation-program-now-available/
City of Diamond Bar | Dial-A-Ride Transportation Services 9
Agency Program summary
Gainesville, FL
Launch year: 2015
The City of Gainesville in collaboration with ElderCare of Alachua
County and the Gainesville Area Chamber of Commerce launched
the “Freedom in Motion” program1 for local seniors. The program
provides 100% subsidized Uber trips around town for eligible seniors
to support independent living.
Boston, MA
Launch year: 2016
The RIDE Flex2 is an on-demand service offered to eligible customers
of the MBTA's paratransit service, providing an alternative way to
schedule trips directly with Uber and Lyft. For each on-demand trip,
there is a base co-pay of $3. The MBTA offers a subsidy of up to $40
per trip, with the customer responsible for any additional costs
exceeding $43.
Riders who prefer to request rides in advance through MBTA’s
call-center, will be given the opportunity to choose a non-dedicated
alternative if it’s the most efficient option.
Denver, CO
Launch year: 2020
Like many transit agencies providing paratransit services, the
Regional Transit District (RTD) faces challenges with the demand for
paratransit services outpacing the availability of dedicated vehicles
and operators. To mitigate this issue, RTD includes Uber and other
non-dedicated services in its operations to complement its paratransit
offerings through the Access-on-Demand3 program. This program
permits eligible riders to use up to 60 one-way trips per month. RTD
subsidizes the first $25 of each trip's cost, with the rider covering any
additional charges via the service provider's payment platform. The
program also includes other service providers such as Lyft, zTrip, and
Metro Taxi, thereby broadening the range of transportation options for
riders.
Washoe, NV
Launch year: 2021
On July 1, 2021, following a brief pilot program that included 50
participants, the Regional Transportation Commission (RTC) of
Washoe County officially expanded the RTC-Washoe Uber Rides
program to a full-fledged service available to all eligible riders.
Through this program, seniors aged 60 and older are granted a $60
subsidy, which can be applied towards covering any portion of their
ride expenses with transportation network companies such as Uber or
Lyft. This initiative is supported by the allocation of ¼% of Washoe
County's sales tax dedicated to public services. Uber rides, under this
program, are accessible 24 hours a day, seven days a week, within
the designated Reno-Sparks service area.
Uber Transit
5 https://omnitrans.org/services/ms/
4 https://www.valleymetro.org/accessibility/ridechoice
City of Diamond Bar | Dial-A-Ride Transportation Services 10
Phoenix, AZ
Launch year: 2021
Uber and MJM Innovations (MJM), a third-party operator, partnered to
deliver Valley Metro’s RideChoice program.4 RideChoice is for ADA
paratransit certified people with disabilities and seniors age 65 and
above who reside in participating communities. The program includes
Uber, taxicabs and other wheelchair-accessible vehicles. MJM
seamlessly cross-dispatches call-in bookings to Uber through Uber’s
API integration.
San Bernardino, CA
Launch year: 2021
The Omnitrans RIDE5 program provides monthly financial assistance
for seniors (age 62 and over) and individuals with disabilities living
within its service area, to use Uber for various trips including medical
appointments, work-related travel, and grocery shopping, among
other needs. Eligible participants of the Uber RIDE program can get
up to 50% of their ride costs covered, with a maximum of $15 per trip
and a limit of 15 trips per month. This subsidy is applicable across 15
cities.
Pace Suburban Bus
Dupage, IL
Launch year: 2022
In 2022, Pace introduced a pilot program called DuPage Uber Access
in collaboration with Uber. This initiative provided on-demand Uber
trips to those eligible for ADA paratransit services within DuPage
County. Pace offered to cover the costs (up to $28) for these rides,
meaning any Uber journey under $3 was free for the rider, as long as
it took place within the DuPage ADA paratransit zone.
By early 2024, this program was officially established and its service
area was broadened to include the entire Pace ADA paratransit
region, which is within ¾ of a mile from any Pace or CTA fixed bus
Uber Transit
7 https://www.westcovina.org/departments/community-services-department/transit-services
6 https://www.pacebus.com/rap
City of Diamond Bar | Dial-A-Ride Transportation Services 11
route. The Rideshare Access Program (RAP)6, allows qualified ADA
paratransit riders to choose between two providers, Uber and Uzurv
for their transportation needs.
Under RAP, riders contribute the first $2 towards their trip cost within
the designated Pace ADA paratransit service area. Pace then covers
up to an additional $28 per trip. Eligible riders can take advantage of
this subsidy for up to 8 trips per day.
West Covina, CA
Launch year: 2022
In partnership with Uber, the City has launched a pilot program
designed to complement its existing ADA paratransit Dial-A-Ride
service. Through the Move WC7 initiative, the City offers a limited
number of Uber Vouchers for riders to use within West Covina and up
to three miles outside the city limits for medical purposes. This service
is available to residents aged 55 and older or those with a
physician-certified disability. Eligible riders can take up to four
one-way trips per day. Riders are responsible for the first $3 of each
trip, while the City covers up to $20 per trip. Any additional costs
beyond this subsidy are paid by the rider.
Uber Transit
10 https://marintransit.org/catch-a-ride
9 https://new.mta.info/ehail
8 https://www.pflugervilletx.gov/city-government/development-services-center/transportation/rideshare
City of Diamond Bar | Dial-A-Ride Transportation Services 12
Pflugerville, TX
Launch Year: 2022
The Pfetch a Ride program8 is a discounted rideshare program for
residents (including seniors and people with disabilities) and visitors
of Pflugerville. This initiative supports economic growth by offering
locals a reliable and affordable transportation option. Each month,
residents will receive an Uber voucher with a maximum value of $10
per ride, valid for up to 10 one-way trips within the city and between
Tech Ridge Park & Ride and the Austin Executive Airport. Riders will
cover the initial $4 of each Uber trip, with the City subsidizing $10 per
trip thereafter. Any cost exceeding $14 per trip will be the
responsibility of the riders. The Uber voucher can be redeemed 24/7.
New York, NY
Launch year: 2023
The Metropolitan Transportation Authority - New York City Transit
(MTA-NYCT) E-Hail Pilot Program9 offers Access-A-Ride customers a
flexible, on-demand travel option with several service providers,
including ARRO, CTG, Lyft, Uber, and the Drivers Cooperative.
Participants are allotted 40 trips monthly, paying an initial $4, while
the agency subsidizes up to $25 per ride. Any extra costs are covered
by the riders. Upon enrollment and selecting Uber, users receive a
subsidy voucher for discounted rides.
Marin, CA
Launch year: 2023
The Catch-A-Ride10 pilot program serves as an enhancement to the
agency's longstanding taxi access program. Tailored for Marin County
residents who are Marin Access Paratransit riders or Marin Access
Fare Assistance enrollees, this pilot aims to assess the benefits of
incorporating Uber, a leading transportation network company (TNC),
to enhance service accessibility in a vast and varied region.
Participants who choose Uber have the opportunity to use the Uber
app to claim 30 one-way Uber vouchers during a three-month period.
For each trip, riders are responsible for a $5 co-pay, while receiving a
$20 subsidy to help cover the trip's cost. As Uber offers only
curb-to-curb service within Marin County, those in need of
wheelchair-accessible transportation have the option to select North
Bay Taxi as an alternative.
Escalon, CA
Launch year: 2023
eTrans, the City of Escalon’s door-to-door Dial-A-Ride service,
operates within Escalon and provides connections to neighboring
Riverbank. In 2023, the City launched eTrans on the go, an
on-demand program that offers subsidized travel with Uber
throughout Escalon, Riverbank, Oakdale, and Modesto. For each trip,
riders are responsible for a $2 co-pay, while receiving a $10 subsidy
to help cover the trip’s cost. The service operates seven days a week,
between 5am and 10pm.
Uber Transit
City of Diamond Bar | Dial-A-Ride Transportation Services 13
Pomona, CA
Launch year: 2024
In early 2024, one of Pomona Valley Transportation Authority’s
(PVTA) Dial-A-Ride providers, Network Paratransit, ceased
operations, leaving PVTA in a challenging position to meet the
growing demand for transportation services for seniors and
individuals with disabilities. Uber quickly stepped in to assist, helping
PVTA establish three Dial-A-Ride programs—Claremont Dial-A-Ride,
Ready Now, and San Dimas Dial-A-Cab—to manage the overflow.
These services are designed to cover the cities of San Dimas,
Claremont, Pomona, La Verne, in addition to select areas of Los
Angeles and San Bernardino Counties. All rides are fully subsidized
by PVTA.
Uber Transit
C.2. Rider testimonial
Agencies that have partnered with Uber to support seniors and riders with disabilities have
positively impacted the lives of their communities. Below is an excerpt from our blog.11
C.3. References
Please refer to the References file submitted separately.
D. Methodology/Project Understanding
The Uber platform provides significant value to our partners, particularly agencies with limited
resources to manage their transportation programs. The platform delivers a robust suite of
intuitive tools and features designed for both front-end user experience and back-end
operational efficiency. This streamlines the coordination between riders and the City’s program
11 https://www.uber.com/en-US/blog/horacios-story/
City of Diamond Bar | Dial-A-Ride Transportation Services 14
Uber Transit
administrators, making it easier to manage and scale transportation services through Uber ’s
technology.
By integrating Uber into your Dial-A-Ride services, the City can unlock several key advantages,
including:
● Improved operational efficiency: Greater flexibility to adapt to changing service
requirements and rider needs, ensuring cost-effective operations.
● Innovative service delivery: Flexible technology solutions revolutionize how services
are provided.
● Enhanced rider experience: A more seamless and user-friendly experience, leading to
higher satisfaction among riders.
● Modern on-demand service: A service model that gives seniors and residents with
disabilities the same mobility options as everyone else.
Below is a summary of our vision for how we can best support both you and your riders.
D.1. Overview
Uber network of
drivers and
vehicles
The Uber network, consisting of independent contractors, is able to
provide cost-effective on-demand or pre-scheduled trips to serve
ambulatory residents 60 and older and adults with disabilities aged
18 and older for Diamond Ride and the general public for Holiday
Diamond Ride.
Within your service area, which includes unrestricted destinations
and satellite destinations inside and outside Diamond Bar
boundaries, Uber is able to reliably connect riders to an extensive
network of drivers.
Here are the product vehicle types Uber offers in your area that your
riders may be most interested in:
● UberX: Affordable rides in standard vehicles for ambulatory
riders, offering convenient curb-to-curb service.
● Uber Share: Shared rides in standard vehicles for ambulatory
riders, also offering curb-to-curb service. Riders matched with
others receive up to 20% discount off their fare.
● Uber Green: Environmentally friendly rides in low-emission or
electric vehicles, ideal for ambulatory riders seeking a
sustainable option.
● Uber Assist: Rides with drivers that receive special training to
assist riders with mobility needs, including helping them enter
or exit the vehicle and load foldable assistive devices.
City of Diamond Bar | Dial-A-Ride Transportation Services 15
Uber Transit
CONFIDENTIAL & PROPRIETARY INFORMATION
NOT SUBJECT TO PUBLIC DISCLOSURE
Over the past year, Uber has completed more than 19,000trips within
your service area. The average wait time for these trips was less than
8 minutes, with services available 24 hours a day, 7 days a week
(Uber Data, January - December 2024 - January 2025).
Uber Vouchers
Uber Vouchers is a tool that allows your program administrators to
create, distribute, and manage program parameters (such as
geography, time of day, caps, etc.) and create highly customized
transportation subsidies to support an array of program policies and
eligibility requirements.
We’ll assist you in configuring the voucher to ensure that eligible
riders can only take trips within the designated service area and
locations. Additionally, we’ll help set up the voucher so that riders pay
a $0.50 copay for Service Area 1 and a $1.50 copay for Service Area
2, and any costs beyond that amount are the rider's responsibility.
You can also limit the number of vouchers available per rider each
month, such as 30 one way rides, based on your program’s needs.
Because the voucher is directly linked to the rider ’s Uber account,
there’s no need for an identification card.
Uber app and
call-center
Riders will be able to utilize the Uber smartphone app to conveniently
request, pay, and receive real-time trip information through the Uber
platform, 24 hours a day, 7 days a week.
The Uber app is feature-rich, available in more than 100 languages,
including English and Spanish. Moreover, it's designed with WCAG
2.0 guidelines to ensure accessibility.
Riders will also be able to request rides by calling Uber ’s call center
at 1-833-USE-UBER, if desired. Uber ’s call center is available in
English and Spanish as well.
Uber 24/7 support
Uber provides 24/7 support for both program administrators and
riders, accessible via the Uber app, Uber ’s website, email, or phone
for any issue that may arise.
The Uber platform is built to be self-served. At any time, program
administrators can log into the Uber for Business dashboard, make
modifications to programs, review billing, and download data and
insights.
City of Diamond Bar | Dial-A-Ride Transportation Services 16
Uber Transit
Program
Management and
Oversight
Your designated Project Manager will ensure that your staff is trained
to use the Uber platform and its tools for self-management.
Furthermore, your assigned Customer Success Manager will
regularly monitor and check in with your program administrators to
ensure its intended performance.
D.2. Rider’s Choice approach
Recognizing that over 90% of your reported trips do not require a wheelchair-accessible vehicle
(WAV), Uber recommends that the City adopt a Rider ’s Choice service model for this contract.
This approach enhances accessibility, lowers operational costs, and improves on-time
performance.
By allowing ambulatory riders to use Uber, you can reduce the demand for WAVs, freeing up
capacity for those who need them most.This approach also allows you to maintain certain
elements of your existing Dial-A-Ride program that may be important, such as offering cash
payment options and ensuring consistent drivers for riders who prefer familiarity for those that
need it.
The diagram below illustrates how the Rider’s Choice program could function in practice:
City of Diamond Bar | Dial-A-Ride Transportation Services 17
Uber Transit
D.3. The Uber Vouchers tool
The Uber Vouchers tool allows program administrators to provide eligible riders with a subsidy
that can be redeemed on an Uber trip. Program administrators can create voucher programs
that include specific parameters and restrictions, including subsidy amount, location, dates and
times, etc.
With this tool, you’ll be able to manage who receives a voucher, and set program parameters
(such as geography, time of day, subsidy caps, etc.). Digital co-payments are collected via the
Uber app.
CONFIDENTIAL AND PROPRIETARY INFORMATION
EXEMPT FROM PUBLIC DISCLOSURE
Value type feature in the Vouchers tool
For each program, you’ll also have the ability to set geofence restrictions.
City of Diamond Bar | Dial-A-Ride Transportation Services 18
Uber Transit
CONFIDENTIAL AND PROPRIETARY INFORMATION
NOT SUBJECT TO PUBLIC DISCLOSURE
An example of geofence restrictions using the Uber Vouchers tool
Once a voucher program is created, you can share it with your riders via an email or link.. If you
would like to restrict the voucher to a set of eligible riders, you can upload a CSV file with the
rider ’s name, email address, and mobile phone number.
CONFIDENTIAL AND PROPRIETARY INFORMATION
NOT SUBJECT TO PUBLIC DISCLOSURE
Share vouchers feature within the Uber Vouchers tool
Riders will receive an email or SMS message to accept the offer in the Uber app, which adds
the voucher to their Uber account. Once the voucher is valid for use, the voucher will
City of Diamond Bar | Dial-A-Ride Transportation Services 19
Uber Transit
automatically appear as a payment method for eligible trips. Trips that do not meet the specific
requirements as determined by the agency are not eligible for use with the voucher.
Riders participating in the program will be able to use the Uber smartphone app along with their
Uber account to seamlessly access their vouchers, request rides, pay, receive real-time trip
information, and communicate with drivers. The images below illustrate the rider experience for
customers using Uber Vouchers for subsidized rides.
Claim voucher
Claim via email, promo code, or SMS link
Review voucher terms
Understand voucher parameters
City of Diamond Bar | Dial-A-Ride Transportation Services 20
Uber Transit
Product selection
Choose ride and apply voucher
Waiting screen
Rider is matched with a driver
On trip
View trip route and arrival time, and receive
updates
Rating & feedback
Provide trip rating and tip (Optional)
City of Diamond Bar | Dial-A-Ride Transportation Services 21
Uber Transit
D.4. Accessibility features in the Uber app
The Uber app has transformed mobility for customers with
disabilities, and we’re committed to continuing to develop
solutions that support everyone’s mobility. Uber’s technology
helps increase mobility and independence for all users of our
platform.
● Riders who are blind or low-vision. The Uber app
supports iOS VoiceOver, Android TalkBack, and
wireless Braille display compatibility.
● Riders with service animals. The Uber app supports
service animals, and Uber ’s policies prohibit service
animal denial. The app offers a process for reporting a
service animal denial if that occurs.
● Riders who are deaf or hard of hearing. Audio is
not needed for the Uber app to be fully functional.
Assistive technology such as visible and vibrating
alerts can help riders who are deaf or hard of hearing
use the Uber app easily, and in-app features, such as
the ability to manually enter a destination, can
facilitate non-verbal communication between the rider
and driver.
D.5. Uber call-center
For riders who wish to request Uber rides via telephone, they can do so by calling
1-833-USE-UBER. To utilize this service, riders must follow these steps:
● Initiate the process by calling 1-833-USE-UBER to create their own Uber account.
● After successfully creating an Uber account, riders are required to notify the City’s
program administrator about the newly established account. Subsequently, the account
administrator will send a Voucher to the rider's Uber account.
● Once the Voucher is sent, riders can begin using the 1-833-USE-UBER service to
request rides and apply their transportation subsidies.
Our call-center agents support both English and Spanish speakers. The call-center is available
7 days a week, from 4am to 10pm EST.
D.6. Uber for Business dashboard
The Uber for Business dashboard is a centralized hub that provides administrative staff the
ability to view activities, download reports, manage billing, track program budgets, set
administrative privileges, and access support. This tool provides your program administrators
with complete transparency by allowing administrators to review program information and usage
in real time and identify errors and omissions for timely resolution.
City of Diamond Bar | Dial-A-Ride Transportation Services 22
Uber Transit
CONFIDENTIAL AND PROPRIETARY INFORMATION
EXEMPT FROM PUBLIC DISCLOSURE
Uber for Business dashboard showing all activities within a timeframe
D.6.1. Reporting & insights
We believe in providing intuitive and flexible data reporting that gives our agency partners
access to the information they need to plan and manage programs effectively. Within the Uber
for Business dashboard, program administrators will be able to self-serve data. Data is updated
in real-time after each trip is completed. You will be able to download raw data in .CSV and.
PDF formats to build your reports and archive all historical data beyond the life of contract.
In addition to raw data, you will also get access to visual insights to monitor program
performance and provide oversight. The General Insights feature provides a clear and simple
view of overall program spending, overall trip volume, number of active users, and the average
fare per trip.
City of Diamond Bar | Dial-A-Ride Transportation Services 23
Uber Transit
CONFIDENTIAL AND PROPRIETARY INFORMATION
EXEMPT FROM PUBLIC DISCLOSURE
Uber for Business dashboard showing program insights
We offer a variety of standard data points accessible directly within the Uber for business
dashboard for reporting and auditing purposes.
CONFIDENTIAL AND PROPRIETARY INFORMATION
EXEMPT FROM PUBLIC DISCLOSURE
Standard data
● Trip ID
● Transaction Timestamp
● Request Date
● Request Time
● Drop-off Date
● Drop-off Time
● Service
● City
● Distance (mi)
● Duration (min)
● Pickup Latitude
● Pickup Longitude
● Drop Off Latitude
● Drop Off Longitude
● Program
● Payment Method
● Transaction Type
● Fare in Local Currency (excl. Taxes)
● Transaction Amount in Local Currency
(incl. Taxes)
● Local Currency Code
● Fare in USD (excl. Taxes)
● Transaction Amount in USD (incl.
Taxes)
● Voucher Program
● Total Trip Fare in USD
● Total Trip Fare in Local Currency
● Voucher campaign ID
● Guest first name
● Guest last name
● Deductions in Local Currency
● Membership Savings (Local Currency)
City of Diamond Bar | Dial-A-Ride Transportation Services 24
Uber Transit
D.6.2. Billing
Uber accepts payments through credit card or ACH, offering flexibility for your payment
preferences. You’ll also have access to the Uber for Business dashboard, allowing you to easily
manage and track all billing activities. The Billing feature of the Uber for Business dashboard
allows your administrative staff to review costs and payments associated with specific riders and
programs. Statements are automatically sent on a monthly basis to your agency. Program
administrators are able to download a .CSV and .PDF file of all transactions and transactions
per billing period.
The billing tool supports the following:
● Automated billing – Enable automatic billing in your dashboard
● Monthly billing – Pay for program trips on a monthly basis
● Monthly statements – Simplify paperwork with monthly invoices showing all
expenditures in one place
● Multiple payment methods – separate payment methods for different programs,
campaigns, or business units
CONFIDENTIAL AND PROPRIETARY INFORMATION
EXEMPT FROM PUBLIC DISCLOSURE
Billing feature showing expenditures and monthly statements for review and
download
D.7. Support for agency and riders
Uber ensures quality assurance and quality control through a comprehensive approach
involving support, policies, and advanced tools. Uber is a global company that works around the
clock, 24/7. Your program administrators will have access to dedicated support during business
hours and non-dedicated support during after hours.
● Business hours support
City of Diamond Bar | Dial-A-Ride Transportation Services 25
Uber Transit
During business hours, agency users can access a high level of support to mitigate any
issues via a dedicated Customer Success Manager by email.
● After hours support
During non-business hours, agency users can access support through a variety of
channels such as the “Get Help” feature within the Uber for Business dashboard, by
phone, or by email. The global Customer Support Team is available 24/7. Most common
issues are also addressed in our online FAQ at https://help.uber.com/business.
Uber provides high-quality service for riders through various customer support channels. Riders
that have Uber accounts and the Uber app will be able to access support through the following
methods.
● Uber ’s rating system
At the end of each trip, riders are asked to rate their trip on a one to five-star rating scale.
If the trip is rated below five stars, riders are prompted to provide a reason for their
rating. When a driver receives consistently poor ratings, access to the Uber app is
removed until the driver completes a quality improvement course offered by third-party
experts.
● 24/7 access to help
Riders and drivers may log complaints, provide feedback, and receive assistance on
trips requested directly in the Uber app itself or online at help.uber.com. Uber’s
Community Operations Team operates 24/7 from a number of locations around the
globe. Most issues are resolved within 24 hours. All complaints are investigated and
follow consistent and established procedures, including alleged discriminatory conduct,
vehicular incidents, and medical emergencies. Complaints of a serious nature (or that
cannot otherwise be solved by traditional support agents) are escalated through Uber’s
internally built escalation system and managed by a specialized team.
D.8. Safety
D.8.1. Driver requirements
In order for drivers to access and use the Uber platform they must abide by the following
policies and procedures.
Pass the driver background check:
● Every US driver undergoes a thorough screening before their first trip
● This check includes a Motor Vehicle Record (MVR) review and a criminal history
background check.
Meet the minimum vehicle requirements:
All vehicles that are available on the Uber platform for trips have passed a vehicle inspection as
required by state law.
● 16-year-old vehicle or newer
City of Diamond Bar | Dial-A-Ride Transportation Services 26
Uber Transit
● 4-door vehicle
● Good condition with no cosmetic damage
● No commercial branding
● Uber decal must be displayed on the driver ’s windshield
Provide a valid driver's license:
● Unexpired driver’s license that has been valid for at least one year (New drivers signing
up must be 25 years or older to transport passengers)
Pass a Motor Vehicle Record (MVR) check:
Given the importance of an individual’s driving record, our screening process starts with a
thorough MVR check. This includes:
● Verification of the individual’s license status
● A review of their driving history for any violations or crashes
● A check for any driving-related restrictions on their license
D.8.2. Driver training
Since drivers on the Uber platform are independent contractors, state and local regulations do
not mandate that TNCs provide specialized training. However, drivers who participate in Uber
Assist services must complete specialized training to ensure they can effectively support riders
with disabilities and mobility challenges.
Uber Assist drivers must complete third-party training that covers essential skills for assisting
riders with disabilities or those who need additional help. The training includes:
● Assisting seniors and individuals with mobility challenges: Drivers learn techniques
for helping riders enter and exit vehicles safely.
● Handling mobility devices: Training covers the proper handling and storage of walkers,
canes, foldable wheelchairs, and other mobility aids.
● Sensitivity training: Drivers receive instruction on how to interact with riders with
disabilities in a respectful, considerate manner, ensuring a positive experience for all.
All drivers on the Uber platform are required to abide by Uber ’s Community Guidelines12. Our
guidelines were developed to encourage drivers to treat everyone with respect, keep one
another safe, and follow the law.
Per our Community Guidelines,13 Uber does not tolerate drug and alcohol use on our platform.
Actions that threaten the safety of riders or drivers will be investigated and, if confirmed, lead to
permanent deactivation of your account. Any illegal activity while using Uber can result in the
immediate loss of rider or driver accounts.
13
https://www.uber.com/legal/en/document/?name=general-community-guidelines&country=united-states&l
ang=en
12
https://www.uber.com/legal/en/document/?name=general-community-guidelines&country=united-states&l
ang=en
City of Diamond Bar | Dial-A-Ride Transportation Services 27
Uber Transit
D.8.3. Background checks and screenings
Yearly background
check reruns and
ongoing
screenings
Yearly background checks and reruns are standard practice at Uber,
regardless of whether there is a statute or regulation requiring us to
do so. This helps ensure that our screening standards are applied
consistently and continuously across the country.
In addition to a rigorous background check conducted before a driver
can start using the platform, we also use technology to continuously
check records to strengthen our screening process. This technology
continuously receives information from data sources to detect
whether a driver is involved in a new criminal offense, and it notifies
Uber when this is the case.
If an offense involving an active driver is identified, our screening
team reviews it to evaluate the driver ’s continued eligibility with Uber,
and removes them from the platform if the driver is found to no longer
meet Uber ’s screening criteria and the criteria set forth in local laws.
Industry sharing
safety program
In March 2021, we agreed to participate in an Industry Sharing Safety
Program. This program helps prevent any offenders from operating
on other platforms and potentially harming others. This is a
first-of-its-kind effort to exchange information about drivers and
delivery people who have been deactivated for serious sexual assault
or physical assault fatalities.
Our goal is to further enhance the safety of the ridesharing and
delivery industries and equip participating companies with important
safety information they can use to help further protect their
customers. Uber and Lyft are sharing information about driver
deactivations related to physical assault, fatalities, and the most
critical safety issues in the RALIANCE Sexual Misconduct and
Violence Taxonomy.
The information sharing is administered by HireRight, a workforce
solutions provider that collects and manages the data from individual
companies, matches and shares information between the companies,
and ensures that each company is abiding by best practices and
industry standards informed by sexual violence prevention experts
and the RALIANCE Sexual Misconduct and Violence Taxonomy.
D.9. Implementation plan
We propose a 4-week timeline to ensure your program is fully supported. This timeline includes
3 phases of work, covering everything from project kick-off to completion. If you need a shorter
launch schedule, our team is ready to accommodate your requirements.
● Phase 1: Planning (approximately 2 weeks)
City of Diamond Bar | Dial-A-Ride Transportation Services 28
Uber Transit
○ This phase includes Initiation and Design
● Phase 2: Implementation (approximately 2 weeks)
○ This phase includes Build, Train, Test, and Deploy
● Phase 3: Maintenance & support (on-going)
○ This phase is an ongoing process as support and refinement of the program may
be necessary over time
D.10. Scope of work requirements
Scope of work requirements
Does Uber’s solution
comply with the
requirement?
A. Service characteristics
1. Commencement. Contractor shall commence services on July
1, 2025.
Uber can meet this
requirement, provided the
contracting process remains
on schedule.
2. Hours of Operation. The Diamond Ride Program shall operate
year-round, seven (7) days a week, from 7:00 a.m. to 8:00 p.m.
PST, including all holidays.
Uber is able to meet this
requirement.
3. Eligible Users. The program shall be available to Diamond Bar
residents who meet one of the following eligibility criteria:
• Age: At least sixty (60) years of age; or
• Disability: Adults (18 years or older) with disabilities,
certified by a physician or possessing a disability
card/document issued by the Veterans Administration,
Department of Motor Vehicles, or Social Security
Administration.
Uber is able to service
ambulatory riders 18 years
and older.
Eligible users are permitted up to thirty (30) one-way trips per
month, with all trips required to either begin or end within the
city limits of Diamond Bar. The Contractor shall be responsible
for tracking all Diamond Ride cardholders' trips to ensure
compliance with the monthly trip limit.
Uber is able to meet this
requirement.
4. Identification. The City will register and certify eligible program
participants, issuing identification cards valid for two (2) years.
The City will provide the Contractor with the most current and
eligible Diamond Ride user data, and the Contractor is
responsible for updating their system with this information.
Uber is able to meet this
requirement.
With the Uber platform, the
City is able to develop a list
City of Diamond Bar | Dial-A-Ride Transportation Services 29
Uber Transit
of eligible participants based
on the following criteria.
Once your eligibility list is
uploaded into the Uber
Vouchers tool, the tool will
only allow eligible riders to
access transportation
subsidies within the set
parameters through their
Uber account.
No identification cards will be
required.
The Contractor is responsible for ensuring that expired cards are
not accepted and that users present their valid identification
card for every trip.
Expiration of subsidies are
tied to the Uber Voucher and
managed by the Uber
platform.
No identification cards are
required.
5. Dedicated Telephone Number. The Contractor must maintain
a dedicated telephone line for program participants to
schedule trips and make inquiries.
The call center must:
I. Be staffed to provide prompt responses, ensuring
customer hold times do not exceed ninety (90) seconds.
II. Provide multilingual support, with bilingual (Mandarin
and Korean) dispatchers highly desired.
III. Operate continuously (24/7, year-round, including
holidays) and include a backup phone line to ensure
continuous service.
IV. All calls must be recorded and accessible to the City upon
request. Dispatchers must greet callers with “Diamond Ride.”
Diamond Ride participants
will be able to utilize the
Uber smartphone app to
conveniently schedule,
request, pay, and receive
real-time trip information, 24
hours a day, 7 days a week.
The Uber app is available in
over 100 languages
including Mandarin and
Korean with real-time
translation capabilities.
Riders without a smartphone
but a mobile device capable
of receiving text messages
will be able to request rides
by calling Uber ’s call center
at 1-833-USE-UBER. Uber ’s
call center is available in
English and Spanish and
operates 7 days a week,
from 4am to 10pm EST.
Roughly 80% of calls are
answered in 60 seconds or
less.
City of Diamond Bar | Dial-A-Ride Transportation Services 30
Uber Transit
Unfortunately, Uber’s
call-center is available to all
Uber users and cannot be
dedicated or customized for
Diamond Ride.
Preferred Call Center Location: The City prefers a call center
local to the service area. Any outsourcing or subcontracting of
call center services must be disclosed to the City.
Uber’s call center is
outsourced.
6. Scheduling a Trip. To schedule a trip, eligible Diamond Ride
cardholders must call the dedicated phone number and
provide the dispatcher with:
• Diamond Ride ID number.
• Name.
• Phone number.
• Date and time.
• Pickup location.
• Destination and applicable return trip information.
Uber’s trip scheduling
system takes all of the
information presented except
Diamond Ride ID number.
If the cardholder uses a mobility device, they should request a
wheelchair-accessible vehicle. During the trip request process,
the dispatcher must gather as much information as possible to
ensure the appropriate service is provided to the Diamond
Ride cardholder.
If the rider is ambulatory and
uses a mobility device that is
foldable they may opt for
Uber’s Assist product.
If the rider is non-ambulatory,
we suggest that the rider
request a ride from another
provider.
Please refer to Section D.2.
Rider ’s Choice approach for
more details.
When the cardholder begins their trip, they must show the
vehicle operator their Diamond Ride ID to confirm their
eligibility. If the rider fails to identify themselves as an eligible
user to either the dispatcher or the vehicle operator, the
Contractor will be responsible for paying the full fare, and the
City must not be billed for any part of the trip.
Riders will receive their
subsidies directly through
their free Uber account,
eliminating the need for
membership/ID cards or for
checking them. This allows
for a streamlined experience
for riders and efficient
administration process for
the City.
Ineligible riders and ineligible
trips will not be able to
request trips subsidized by
the City with Uber.
7. Lead Time in Scheduling a Trip. While same-day reservations
are allowed, participants are encouraged to schedule trips at
Uber is able to meet this
requirement. In addition,
City of Diamond Bar | Dial-A-Ride Transportation Services 31
Uber Transit
least one (1) day in advance. Each trip must be requested
individually, and the Contractor is responsible for monitoring
and enforcing the monthly trip limit.
Uber is able to offer
on-demand trips.
8. Response Time. The program requires a 15-minute pick-up
window for vehicles to arrive before or after the scheduled
time. For instance, if a trip is scheduled for 9:00 a.m. PST, the
vehicle may arrive between 8:45 a.m. and 9:15 a.m. PST.
Uber is able to meet this
requirement.
Dispatchers shall inform cardholders about this 15-minute pick-
up window when they call to schedule a trip.
Uber is able to meet this
requirement.
Riders will receive automatic
notifications with real-time
tracking info via the Uber
app or by SMS text
message.
If a vehicle arrives 16 minutes or more after the
scheduled trip, the trip must be free of charge to the
rider, and the City must not be billed for any portion of
the trip.
While average wait times for
Uber within your service area
are well under 16 minutes,
Uber cannot waive trip fees
for the rider or the City.
Uber’s proposal considers a
Rider ’s Choice model where
the rider chooses the service
provider that best meets their
needs.
Please refer to Section G.
Services Agreement for
more details.
The Contractor must achieve a minimum 95% on-time
performance rate each month or face potential
liquidated damages.
Uber is able to meet a
minimum of 95% on-time
performance but is not able
to agree to liquidated
damages.
Please refer to Section G.
Services Agreement for
more details.
If a Diamond Ride cardholder contacts the call center to
request the Estimated Time of Arrival ("ETA") for their scheduled
trip, dispatchers shall provide an accurate and true ETA. If a
dispatcher fails to provide an accurate ETA to the Diamond
Ride cardholder, the Contractor must cover the full fare of the
trip, and the Diamond Ride cardholder and City must not be
charged for any portion of the trip.
Accurate ETAs are provided
for all trips through the Uber
app or by SMS text message
automatically and includes
real-time updates.
Uber cannot agree to
covering the full fare of the
City of Diamond Bar | Dial-A-Ride Transportation Services 32
Uber Transit
trip if the ETA is not
accurate.
Please refer to Section G.
Services Agreement for
more details.
9. Pick-Up and Drop-Off Standards. The program is a curb-to-curb
service. Vehicle operators are expected to signal their arrival by
gently honking or contacting their rider directly. When vehicles arrive,
riders may not always be at the curb.
Occasionally, vehicle operators may need to enter a facility,
such as the lobby of a doctor ’s office, to locate a rider who is
not waiting outside.
Uber notifies riders that the
driver has arrived via the
Uber app or by SMS text
message.
Drivers are not required to
locate the rider if they are not
outside.
For wheelchair-accessible vehicles, vehicle operators must
assist passengers when boarding by securing mobility devices
and ensuring safety inside the vehicle.
Not applicable. Uber is
proposing ambulatory
services only.
For regular vehicles, riders must enter and exit the vehicle
independently. Vehicle operators shall not assist riders with
boarding and alighting. However, one (1) guest, who may be
a personal care assistant or an escort, is allowed to
accompany the rider at no additional charge if assistance is
needed.
Uber can agree to this
requirement.
Riders may bring up to five (5) grocery bags or parcels (max
weight: 25 lbs.). Vehicle operators may assist with loading such
items into the vehicle.
All vehicles on the Uber
network are able to
accommodate groceries,
however, should the ride
require assistance they
should utilize the UberAssist
vehicle product.
10. Guest. Each eligible cardholder may bring one (1) guest at no
additional charge. Trips shall not be scheduled solely for
transporting a guest. The Contractor must report guest usage
separately from eligible cardholder data.
With the exception of Uber
Share, all Uber vehicle
products can accommodate
an additional guest at no
additional charge.
Unfortunately, Uber cannot
report on any additional
passengers in a vehicle.
11. Service Areas. The program includes two (2) designated
service areas as noted in Exhibit A – Diamond Ride Service
Areas. The Contractor must ensure that trips beyond these
service areas are not scheduled.
Service Area 1
All locations within Diamond Bar city limits.
Uber is able to meet this
requirement.
City of Diamond Bar | Dial-A-Ride Transportation Services 33
Uber Transit
Service Area 2
Trips to up to five (5) miles beyond Diamond Bar city limits,
specifically bounded by:
● North: San Bernardino Freeway (I-10)
● East: Ramona Avenue
● South: Imperial Highway/Carbon Canyon Road/Chino
Hills Parkway
● West: Harbor Boulevard/Azusa Avenue
Service Area 2 also includes the following eligible medical
facilities:
● Pomona Valley Medical Center in Pomona,
California.
● Providence St. Jude Medical Center in Fullerton,
California.
● Kaiser Permanente Baldwin Park Medical Center
in Baldwin Park, California.
● Kaiser Permanente Irwindale Medical Offices in
Irwindale, California.
Associated medical facilities within a half-mile radius of these
eligible medical facilities are also eligible under Service Area 2.
Service area boundaries and approved satellite medical
facilities may change at any time based on the needs of the
City.
12. Fares. Upon commencement of a trip, Diamond Ride
cardholders must pay the driver directly via cash or credit
card. The fare structure is as follows:
• Service Area 1: $0.50 one way ($1.00 round-trip).
• Service Area 2: $1.50 one way ($3.00 round-trip).
Fares are subject to change at the discretion of the City based
on program needs.
Uber is able to meet this
requirement.
Please note: Uber does not
accept cash payments.
13. Billing. For each trip, the Contractor shall invoice the City
monthly at the ‘Flag Drop’ and ‘Distance’ rates and any other
applicable charges, as outlined in Exhibit B – Monthly Rate
Proposal Form. Charges shall be determined by the ‘Flag Drop’
and ‘Distance’ traveled of each trip, not trip duration.
Uber fares are set based on
a dynamic pricing model. For
more information, refer to
Section E.Cost for
Services.
The fare collected from cardholders will be:
• Retained by the Contractor.
• Reported to the City.
• Deducted from the total invoiced meter fare.
Uber is able to meet this
requirement.
The City reserves the right to waive Dial-A-Ride fares for
specified periods. The Contractor shall document all fare
revenue collection in accordance with City procedures. The
City may audit these collections and accounting at any time
without prior notice.
Uber is able to meet this
requirement.
Alterations in fares will
require revisions to the
voucher distributed.
City of Diamond Bar | Dial-A-Ride Transportation Services 34
Uber Transit
14. Shared Rides. The Contractor shall make reasonable efforts to
implement shared rides to enhance efficiency and reduce
City costs.
Uber’s shared ride product,
Share, is available to riders
that would like to leverage
this offering.
For "incremental shared rides," where multiple cardholders are
picked up and dropped off at the same or nearby
destinations, each cardholder must pay the applicable fare.
Uber is able to meet this
requirement.
Please note: Riders that opt
for shared-rides may be
matched with riders not
associated with the Diamond
Ride program.
All fare box amounts collected for shared rides must be
deducted from the total invoiced meter fare to the City.
Uber is able to meet this
requirement.
15. Holiday Ride. To support the City’s “Keep it Local: Shop
Diamond Bar First” initiative, the City offers a free, seasonal Dial-
A-Ride service called Holiday Ride during the holiday season.
• Duration: From Black Friday to January 1.
• Eligibility: Diamond Bar residents aged 18 and older.
• Hours: 7:00 a.m. to 8:00 p.m. PST.
• Service: Trips to and from businesses within Diamond Bar
at no charge.
City staff will certify eligible Holiday Ride program participants
and provide the Contractor with the most current and eligible
Holiday Ride user data. Existing Diamond Ride cardholders
automatically qualify for the Holiday Ride Program. Holiday
Ride trips do not count against each eligible Diamond Ride
cardholder’s monthly trip allocation.
The Contractor is required to track Holiday Ride trips separately
from the monthly Diamond Ride trips and provide itemized
billing for Holiday Ride services in monthly invoices.
Uber is able to meet this
requirement.
The City can create an
additional Voucher
specifically for the Holiday
Ride program, with its own
list of eligible participants,
parameters, and trip limits.
The Holiday Ride program
will also be tracked in the
self-serve Uber for Business
Dashboard, and will be billed
as a separate program.
The Contractor will receive the 'Flag Drop' and 'Distance' rates and
any other applicable rates, as specified in Exhibit B – Monthly
Rate Proposal Form for all eligible Holiday Ride trips.
Uber fares are set based on
a dynamic pricing model. For
more information, refer to
Section E. Cost for
Services.
16. Management Reports. The Contractor must submit a detailed
report with each monthly billing statement. Each report must
contain data as specified in Exhibit C – Report Data. Reports
Uber is able to meet this
requirement.
City of Diamond Bar | Dial-A-Ride Transportation Services 35
Uber Transit
must be submitted by the 15th of the following month and
should leverage innovative tools and technologies for data
presentation.
To meet your reporting
requirements Uber will
provide access to standard
reporting tools within the
Uber for Business dashboard
in conjunction with manual
reporting efforts.
Upon request, the Contractor shall provide maintenance
reports for Diamond Ride vehicles including warranty work,
preventive maintenance, and repairs, ensuring compliance
with applicable State and Federal regulations and the City's
evaluation needs.
Uber is not able to provide
this information since
vehicles on the Uber network
are owned and operated by
independent contractors.
The City reserves the right to inspect vehicles, maintenance
records, and equipment. Any identified substandard or unsafe
conditions must be addressed immediately by the Contractor.
Please refer to the response
above.
17. Customer Satisfaction Survey and Operations Meeting. The
Contractor must conduct an anonymous satisfaction survey
annually to all Diamond Ride cardholders, including registered
but inactive cardholders. This survey shall be designed in
collaboration with City staff and provided in English, Mandarin,
and Korean. Additionally, the Contractor shall hold monthly
meetings, or meetings at a frequency mutually agreed upon
by the City and the Contractor, to discuss performance,
service enhancements, and results from the satisfaction survey
to ensure continuous service improvements and effective
communication.
Uber is able to meet this
requirement.
18. Continuous Improvement. The Contractor shall collaborate
with the City to ensure the service remains cost-effective and
responsive. The Contractor is expected to proactively
evaluate the program and recommend improvements to
service operations, administrative practices, and program
guidelines, with the City making the final decision.
Uber is able to meet this
requirement.
19. Responsibility of Contractor. The Contractor is responsible for
delivering a comprehensive turnkey Dial-A-Ride program
encompassing all program aspects including, but not limited
to, facilities, fleet, equipment, supplies, maintenance, and
administrative support.
Uber is able to meet this
requirement.
20. Responsibility of City. The City will provide program guidelines,
process applications, renewals, ID cards, and promotional materials.
No comment.
B. Adjustment to service level
City of Diamond Bar | Dial-A-Ride Transportation Services 36
Uber Transit
The City reserves the right to modify services including hours, days,
service areas, fares or reservation requirements.
Uber is able to meet this
requirement.
The Contractor must implement changes within thirty (30) calendar
days of receiving notice from the City. If changes are not feasible,
the City may terminate the agreement, compensating the
Contractor for services rendered up to the termination date.
Uber is able to meet this
requirement.
C. Contractor’s personnel
The Contractor shall be responsible for ensuring that all employees
perform their work satisfactorily, as outlined in the RFP or according
to any reasonable performance standards set by the City. The
Contractor shall pay all wages and benefits as required by Federal,
State, and local law to all employees, contractors, and
subcontractors.
Additionally, without incurring any extra costs for the
City, the Contractor shall adhere to the requirements for employee
liability, workers' compensation, employment insurance, and Social
Security. The Contractor must hold the City harmless and defend the
City against any liabilities, damages, claims, or costs that may arise.
Please note: Drivers on the
Uber platform are classified
as independent contractors
and not employees.
Please refer to Section G.
Services Agreement for
more details.
The City reserves the right to remove personnel employed by the
Contractor from providing services specifically for the Diamond Ride
Program. This shall not imply termination of employment. Rather, the
individual may continue to be employed by the Contractor for other
services unrelated to the Diamond Ride Program. The Contractor is
responsible for replacing removed personnel without disrupting the
execution of the responsibilities outlined in the agreement. The
Contractor must immediately notify the City of any new hires or
reassignments of program personnel.
Uber can agree to this
requirement.
Please note: Drivers on the
Uber platform are classified
as independent contractors
and not employees.
Project Manager
The Contractor must appoint a dedicated Project Manager as the
City’s primary point of contact. This individual shall be accessible by
phone or email during all hours of Diamond Ride operations. The
ideal Project Manager shall be an experienced leader in transit
operations who can show empathy towards limited mobility and
elderly participants.
Key responsibilities include:
● Problem-solving and decision-making during operational
hours.
● Supervising staff and maintaining coordination.
● Attending regular meetings with City staff to discuss
contract compliance, performance standards, operational
issues, and marketing activities.
Uber can meet this
requirement.
The City reserves the right to remove the Project Manager and
require that the Contractor replace said individual with another
Uber can agree to this
requirement.
City of Diamond Bar | Dial-A-Ride Transportation Services 37
Uber Transit
Project Manager who is acceptable to the City. This shall not imply
termination of the Project Manager. Rather, the individual may
continue to be employed by the Contractor for other services
unrelated to the Diamond Ride Program.
Vehicle Operators. The Contractor must provide an adequate
number of vehicle operators to fulfill the Scope of Work, including
backup operators to ensure uninterrupted service delivery. All vehicle
operators shall adhere to a schedule designed to maintain consistent,
high-quality service. Each vehicle operator must possess a valid
California Driver's License and any other necessary certificates,
licenses, and training required by applicable Federal, State, and local
regulations. Additionally, vehicle operators shall maintain a clean and
professional appearance while performing their duties.
Uber can meet this
requirement.
All vehicle operators must meet the following minimum qualifications:
• No convictions or plea of no contest for driving while intoxicated or
under the influence of controlled substances within the past five (5)
years and no pending criminal charges for similar offenses.
• No suspended or revoked driver’s license within the past five
(5) years.
• Not addicted to alcohol or controlled substances.
• No outstanding warrants for arrest.
• Thorough knowledge of the local street network.
• Sensitivity to the needs of passengers, including the ability to assist
with requests.
• Capability to address complaints and resolve problems as they
arise.
Uber is able to meet these
requirements.
Please refer to Section
D.7.1 Driver requirements
for more details.
Vehicle operators shall receive training on all operational procedures
related to the Dial-A-Ride service. Training shall include customer
service techniques for interacting with the public in a helpful and
courteous manner, essential program information, details about the
City, and sensitivity training focused on the needs of elderly
passengers and those with limited mobility. The Contractor shall
explain how it will maintain an ongoing employee safety and training
program in its RFP response.
Drivers on the Uber network
are independent contractors.
State and local regulations
do not require TNCs such as
Uber to provide driver
training.
Uber Assist drivers must
complete third-party training
that covers essential skills
for assisting riders with
disabilities and mobility
challenges. For more
detailed information, visit
Section D.7.2. Driver
training.
All vehicle operators shall be trained to operate wheelchair lifts,
ramps, securement systems, and any other equipment used in the
Dial-A-Ride service. This requirement applies to all vehicle operators,
Not applicable. Uber is
proposing to serve
ambulatory riders only.
City of Diamond Bar | Dial-A-Ride Transportation Services 38
Uber Transit
including regularly assigned vehicle operators and those providing
relief.
The Contractor must conduct pre-employment Department of Motor
Vehicles (“DMV”) checks on all personnel hired for Diamond Ride
and must join the California DMV Pull Notice Program – a program
that notifies the Contractor of any activity on a vehicle operator's
driving record. Vehicle operators who exceed the California DMV
point system or hold a revoked or suspended license must not
provide service to the Diamond Ride Program. The Contractor shall
inform the City of the results of these checks and any corrective
actions taken.
Uber is able to meet this
requirement.
Vehicle operators are prohibited from requesting or soliciting tips
from Diamond Ride cardholders. While tips may be accepted if
offered, any vehicle operator who receives more than one (1)
complaint for soliciting tips must be removed from the Diamond Ride
Program.
While tipping is allowed on
the Uber platform, drivers
should not be soliciting tips.
If a driver is reported for
doing so, Uber can
document the offense and
prevent future ride matches
between that driver and the
rider.
Dispatch and Service Information Personnel. The Contractor shall
employ capable and courteous dispatch and call center personnel
responsible for handling Diamond Ride requests. This includes, but is
not limited to:
• Accurately recording and scheduling trip reservations.
• Effectively managing complaints and customer service
inquiries.
• Responding to phone calls about transportation services.
• Bilingual (Mandarin and Korean) dispatchers are highly desirable.
Uber’s call center is only
available in English and
Spanish at this time.
D. Alcohol/drug screening practices
The Contractor shall implement and maintain a comprehensive
substance abuse screening program for all personnel involved in
operations of the Diamond Ride Program. This program shall include
ongoing drug and alcohol testing to ensure a safe and compliant
workplace. The Contractor shall adhere to all current Department of
Transportation regulations, as well as any applicable local, State, and
Federal standards.
The program may include, but is not limited to, the following
components:
● Pre-Employment Screening: Pre-employment drug and
alcohol testing procedure to assess potential hires before
they commence work.
California TNC regulations
do not require drivers on the
Uber network to be drug and
alcohol tested.
In order to meet Federal
regulations, agencies
typically leverage the
Taxicab Exception.14
14 https://www.transit.dot.gov/what-taxicab-exception-and-when-does-it-apply
City of Diamond Bar | Dial-A-Ride Transportation Services 39
Uber Transit
● Incident or Accident Testing: Conduct drug and alcohol
testing following any workplace incident or accident to
determine if substance use contributed to the situation.
● Reasonable Suspicion Testing: Establish protocols for
testing employees based on observable signs and behaviors
that may indicate substance abuse.
● Supervisor Training: Provide comprehensive training for
supervisors to recognize the symptoms of drug and alcohol
use, enabling them to identify and address potential issues
proactively.
E. Safety
The Contractor is required to maintain an ongoing safety program
that encourages and rewards safe driving practices. Vehicle
operators who present health or safety risks shall not provide service
to the Diamond Ride Program. The Contractor shall include a
detailed description of a comprehensive safety plan that illustrates
their commitment to safe transportation.
Uber is able to meet this
requirement.
F. Vehicles/equipment
The Contractor must provide sufficient vehicles to provide a premier
level of service to a large number of elderly and limited mobility
riders. Vehicles shall be marked and easily recognizable by Diamond
Ride cardholders. The City will rely on the Contractor's expertise to
determine the appropriate number of dedicated vehicles needed
for the Diamond Ride Program in alignment with the SERVICE
CHARACTERISTICS section of this Scope of Work.
Uber is able to meet this
requirement.
License plate information,
car make and model, and
driver name will be provided
to all Diamond Ride riders
through the Uber app or by
SMS text message.
All vehicles are required to
display the Uber decal on the
driver’s windshield for easy
identification.
The Contractor shall make available said number of vehicles and
vehicle operators at all times during the operating hours of Diamond
Ride. All vehicles used in this program must comply with the
requirements outlined in this RFP.
Uber can agree to this
requirement. Uber ’s
extensive network of drivers
is available 24/7.
Please note: Drivers and
vehicles on the Uber
platform will be allocated to
the City on a non-dedicated
basis.
The Contractor must provide a detailed description of their proposed
fleet, demonstrating adherence to Americans with Disabilities Act
(“ADA”) standards and the specific service needs of the City. At a
minimum, the Contractor’s fleet shall include regular sedans and
wheelchair-accessible vehicles. The Contractor may utilize
Not applicable. Uber is
proposing to service
ambulatory riders only.
City of Diamond Bar | Dial-A-Ride Transportation Services 40
Uber Transit
alternative fuel vehicles to provide service.
The Contractor shall be responsible for ensuring that all vehicles and
associated equipment are maintained in excellent working
condition, meeting the satisfaction of the City. This includes handling
all coordination with the vehicle manufacturer as necessary for
proper upkeep and maintenance. The Contractor shall be
responsible for negotiating and processing any warranty claims
through the manufacturer ’s warranty department and is responsible
for collecting any associated credits or extended warranties for the
duration of the warranty period.
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
● Please refer to
Section D.8.3.1
Driver requirements
for more details.
Each vehicle must undergo a daily pre-trip inspection conducted by
the vehicle operator before service. This daily inspection must be
supplemented by regular time and mileage-based maintenance
inspections to guarantee that all vehicles remain in safe and
operational condition. The Contractor shall maintain a
comprehensive record of all inspections, which must be made
readily available to the City upon request.
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
Applicable Codes and Regulations. All vehicles operating under
the Diamond Ride Program must meet safety standards for public
street use and comply with all relevant regulations outlined in the
California Vehicle Code. Additionally, all parts and equipment must
conform to Federal Vehicle Safety Standards and the California Code
of Regulations, Title 13. The Contractor must adhere to the California
Highway Patrol Motor Carrier Safety Regulations and shall bear the
costs of all appropriate licensing fees for drivers, personnel, and
vehicles.
Uber is able to meet this
requirement.
Vehicle Maintenance. The Contractor shall provide and maintain
suitable vehicle storage and maintenance facilities where vehicles
and equipment can be garaged and serviced. The location of such
facilities must be disclosed, and they will be subject to inspection by
the City. Should new facilities be required, the Contractor shall outline
the steps to obtain those sites prior to the start of service.
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
At all times, the Contractor shall ensure that every vehicle
component—including the body, frame, wheelchair lift, furnishings,
and all mechanical, electrical, and hydraulic systems—are
maintained in proper working condition free from damage or
malfunction. Any vehicle that is damaged shall be repaired
immediately to ensure safe and efficient mechanical operation.
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
Per Uber policies, vehicles
should be in good condition
with no cosmetic damage.
All vehicles used for the program must be maintained in a clean
condition, with exterior washing conducted at least once a month.
Exterior washing must also be conducted after any specific event or
service or at the request of the City. All cleaning activities are subject
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
City of Diamond Bar | Dial-A-Ride Transportation Services 41
Uber Transit
to weather-permitting conditions.
Per Uber policies, vehicles
should be in good condition
with no cosmetic damage.
Preventive maintenance inspections and servicing shall occur at
least every 5,000 miles or every 30 days, whichever occurs first. The
Contractor shall explain the preventive maintenance program for all
vehicles intended for use in the Diamond Ride Program.
Vehicles on the Uber
platform are owned and
operated by independent
contractors.
Per Uber policies, a vehicle
inspection must be obtained
every year, regardless of
vehicle age and regular
maintenance must be carried
out to specific standards.
As part of their RFP response, Contractors must submit a photograph
of a regular vehicle and wheelchair-accessible vehicle to be used
for the Diamond Ride Program.
There are dozens of regular
vehicles that are able to
operate on the Uber platform
and service Diamond Ride.
Please refer to the list of all
eligible vehicles here:
https://www.uber.com/global/
en/eligible-vehicles/?city=los-
angeles&uclick_id=bbc1e87
8-dee3-4e57-a68c-07f69230
75dd
G. Operational emergencies
The Contractor shall be responsible for enforcing policies on
operational emergencies and must handle and resolve all in-service
operational emergencies.
Uber is able to meet this
requirement.
The Contractor must report all operational emergencies, including
those listed below, to the City immediately and no later than the next
business day.
Uber cannot provide
immediate notification to the
Council on a trip-level basis
for incidents and
emergencies since the data
is protected as Personally
Identifiable Information (PII)
under Uber ’s Privacy policy.
Uber can provide the Council
with aggregated high-level
Incident Reporting on a
monthly basis.
City of Diamond Bar | Dial-A-Ride Transportation Services 42
Uber Transit
Hazardous Conditions. Vehicle operators shall report any
hazardous road conditions in the City, such as downed trees,
potholes, uneven road surfaces, and malfunctioning signals. The
Contractor shall be responsible for promptly notifying the City about
these conditions and taking the necessary precautions to ensure the
safety of passengers and vehicle operators.
Drivers on the Uber platform
report incidents directly to
Uber Support, where the
information is immediately
logged for resolution.
Uber can provide the City
with aggregated high-level
Incident Reporting on a
monthly basis in
conformance with our
Privacy Policy as stated
above.
In-Service Vehicle Failures. The Contractor shall report any
in-service vehicle failures to the City. The Contractor shall assess the
situation, use sound judgment, and instruct the vehicle operator on
the appropriate corrective action. If necessary, the Contractor shall
promptly dispatch a spare vehicle to the location to continue service.
When drivers report
incidents to Uber Support,
this information is logged for
resolution.
When a vehicle is out of
service, the driver will cancel
the trip allowing the rider to
request a new trip
on-demand with another
driver. The rider will be
reimbursed for
inconveniences relating to
the service issue.
Uber can only provide the
City with aggregated
high-level Incident/Accident
Reporting on a monthly basis
in conformance with our
Privacy Policy as stated
above.
Wheelchair Lift Failure. The Contractor shall be responsible for
properly operating and maintaining all wheelchair lifts. Contractors
shall report to the City any wheelchair lift failures that occur during
service. If necessary, the Contractor shall promptly dispatch a spare
vehicle to the location to
continue service.
Not applicable. Uber is
proposing to service
ambulatory riders only.
Medical Assistance to Riders. Vehicle operators shall exercise
good judgment when responding to accidents, injuries, or illnesses
involving Diamond Ride cardholders. If a Diamond Ride cardholder
requires medical assistance, the vehicle operator should promptly
contact emergency medical personnel by dialing 911 and informing
the Contractor about the situation. An incident report documenting
the facts of the incident must be completed by the Contractor and
submitted to the City no later than the following business day.
Uber is able to meet this
requirement, but can only
provide the City with
aggregated high-level
Incident Reporting on a
monthly basis in
conformance with our
Privacy Policy as stated
above.
City of Diamond Bar | Dial-A-Ride Transportation Services 43
Uber Transit
Traffic Collision. All vehicle operators shall report traffic collisions
involving in-service Diamond Ride vehicles to the Contractor and
assess the situation to promptly notify law enforcement, the fire
department, or medical personnel if necessary. The Contractor must
report all traffic collisions to the City by telephone immediately. An
accident report documenting the incident must be completed by the
Contractor and submitted to the City no later than the following
business day.
Drivers on the Uber platform
are able to report incidents to
Uber directly through the
Uber app.
Uber cannot provide
immediate notification to the
City on a trip-level basis for
incidents and
emergencies since the data
is protected as Personally
Identifiable Information (PII)
under Uber ’s Privacy policy.
Uber can provide the City
with aggregated high-level
Incident Reporting on a
monthly basis.
E. Cost for services
Please refer to the Cost for Services file submitted separately.
F. Insurance
Please refer to the Insurance file submitted separately.
G. Services Agreement
G.1. Exceptions to standard services agreement
CONFIDENTIAL AND PROPRIETARY INFORMATION
NOT SUBJECT TO PUBLIC DISCLOSURE
Re: Exceptions to the City of Diamond Bar (“City”) Request for Proposal (“RFP”) for
Dial-A-Ride Transportation Services
City of Diamond Bar | Dial-A-Ride Transportation Services 44
Uber Transit
Thank you for the opportunity to participate in the City’s RFP for Dial-A-Ride Transportation
Services. We look forward to working with the City to provide services that meet your needs. We
offer this letter noting exceptions or deviations to the RFP. If the City awards the contract to
Uber, we endeavor to reach agreement with the City on the matters noted as follows.
1. Section 9, Public Records Act (p. 24 of RFP)
Uber acknowledges that parts of its response to this RFP may be part of the “public record”
pursuant to the applicable sections of the California Public Records Act. Uber has marked
certain sections of its response as “Confidential and Proprietary” that would be considered
“trade secret” information. This includes but is not limited to its pricing algorithm and
explanations, product screenshots, sensitive, customized data provided specifically for this
proposal/response to this RFP, and legal positions reflected herein. In the event that such
information becomes subject to a public record request, Uber should receive prompt written
notice of such request before disclosing any potential confidential and proprietary information
and should have an opportunity to assert any available defense or be exempt from such
disclosure.
2. Exhibit D, Services Agreement, Article 1, Contractor’s Services (p. 29 of RFP)
If awarded a resulting contract, the services set forth in Exhibit A should be reviewed and
revised to reflect services described in Uber ’s Proposal.
3. Exhibit D, Services Agreement, Article 4, Payment (p. 30 of RFP)
If awarded a resulting contract, the payment terms described should be reviewed and revised to
reflect and account for any additional or varying payment terms and processes from Uber.
4. Exhibit D, Services Agreement, Article 9, Indemnification (pp. 31-32 of RFP)
The indemnification currently as written is broad and not specific to the appropriate risk
allocation given the nature of the Uber services being access to a technology platform. If
awarded a resulting contract, the parties should further tailor this indemnification provision to
Uber’s product offering, which does include infringement of intellectual property and breach of
applicable law and representations and warranties under the resulting contract.
5. Exhibit D, Services Agreement, Article 10, Insurance (pp. 32-33 of RFP)
Uber does not generally have any issue with the listed insurance types and amounts, however
please note that Uber reserves the right to review and clarify the specific contractual
requirements in the final agreement, if awarded. Regarding naming the City as an additional
insured, Uber can name the County as an additional insured to its commercial general liability
and commercial automobile liability policies.
6. Exhibit D, Services Agreement, Article 12, Ownership of Materials (p. 34 of RFP)
Given the scope of the RFP, there should be no exchange of intellectual property, including any
copyrighted documents that would fall under this provision. Generally, each party should retain
ownership of its own materials. If awarded a resulting contract, this provision should be revised
or omitted altogether accordingly.
City of Diamond Bar | Dial-A-Ride Transportation Services 45
Uber Transit
7. Exhibit D, Services Agreement, Article 13, Maintenance and Inspection of Records
(p. 34 of RFP)
Uber maintains all applicable records in accordance with applicable laws and regulations. Uber
also makes available self-serve documentation and records in its technology platform. If
awarded a resulting contract, the parties should review and revise this provision to reflect such
understanding and add additional parameters to audit rights to reasonably minimize any
business operations.
8. Exhibit D, Services Agreement, Article 20, Liquidated Damages (pp. 35-36 of RFP)
Given the nature of the services itself being City’s ability to access and use Uber ’s technology
products to enable transportation, imposing Liquidated Damages and/or financial consequences
of non-performance should be omitted in a resulting contract. The City would be afforded other
appropriate and sufficient mitigating tools to address any issues or deficiencies such as through
support tools and would retain the ability to terminate the contract in whole or in part or use
alternatives.
9. Exhibit D, Services Agreement, Article 22, Assignment (p. 37 of RFP)
If awarded a resulting contract, Uber requests that the provision should be revised with a
carveout for Uber to assign a resulting contract to an Uber Affiliate, as defined in a resulting
contract, without the prior written consent of the City. The parties can further discuss underlying
rationale and other recourse for the City.
10. Incorporation of additional Uber terms and conditions
Uber has standard terms and conditions for its technology product offerings that are
included in this Proposal and will have to be incorporated into the final agreement. If awarded,
the parties should work in good faith to incorporate such additional Uber terms and conditions
into the final agreement.
G.2. Uber’s standard terms and conditions
UBER TRANSIT DASHBOARD ACCESS AGREEMENT
This Uber Transit Dashboard Access Agreement (“Agreement”) is entered into and made effective as of the date of the last
signature set forth below (“Effective Date”) by and between Uber Technologies, Inc., a Delaware corporation, located at 1725
3rd Street, San Francisco, CA 94158 (“Uber”) and the entity listed below (“Agency”).
Agency Information:
Agency Name: [Counterparty Name]
Agency Address: [Counterparty Address]
Agency Contact Name: [Contact Name]
Agency Contact Email: [Counterparty Email]
The parties agree as follows:
City of Diamond Bar | Dial-A-Ride Transportation Services 46
Uber Transit
This Agreement states the terms and conditions under which the Agency may establish an Uber Transit corporate account
(“Corporate Account”), which Uber makes available to the Agency through the Dashboard in connection with one or more Uber
Products, as set forth herein. Agency’s access to and use of the Dashboard in connection with any Uber Product is subject to
both this Agreement and each applicable Product Addendum, as defined herein. Capitalized terms used but not otherwise
defined in the Agreement shall have the meanings ascribed to such terms in the applicable Product Addendum. The parties
hereby agree as follows:
1. Definitions. The following terms, as may be used in the Agreement, shall have the meanings set forth below:
"Affiliate" means with respect to any entity, any other entity that, directly or indirectly, through one or more
intermediaries, controls, is controlled by, or is under common control with, such entity, where “control” (including the
terms “controlled by ” and “under common control with”) means the possession, directly or indirectly, of at least fifty
percent (50%) of the voting equity of another entity, or the power to vote such voting equity, by contract or otherwise.
“Authorized User” means an individual authorized to (a) use and link to Agency’s Corporate Account and use Uber Services
through their Uber Account ; and/or (b) use Uber Services in connection with the applicable Product Addendum. All
references to Authorized User(s) in the Agreement shall apply only if the Agency has agreed to the Uber Profiles Product
Addendum.
“Agency Personal Data” has the meaning ascribed to such a term in each Product Addendum.
“Agency User” has the meaning ascribed to such a term in the Uber Vouchers Product Addendum and/or the Uber Central
Product Addendum, as may be the case. All references to “Agency User(s)” in the Agreement shall apply only if the Agency
has agreed to the Uber Central Product Addendum or the Uber Vouchers Product Addendum.
“Data Protection Law(s)” means all laws and regulations applicable to the personal data under the Agreement, including as
applicable the laws and regulations of the European Union, the European Economic Area and their member states,
Switzerland and the United Kingdom, including the EU General Data Protection Regulation (2016/679) (“GDPR”).
“End User Terms” means the terms and conditions applicable to all users of the Uber Service, available
at www.uber.com/legal, as may be updated by Uber from time to time.
“Uber Account” means an Uber account in which the owner of the account has: (i) installed the Uber App on a compatible
mobile device, (ii) registered for and currently maintains an active personal user account, which requires the entry of
certain personally identifiable information and a personal credit card number, (ii) currently complies with the End User
Terms, and (iv) confirmed the mobile number provided during the registration process. Uber's collection and use of any
personal data and credit card or other authorized payment method information to establish an Uber Account shall be as
set forth on the Uber Privacy Policy, available at www.uber.com/legal/privacy, as may be updated by Uber from time to
time.
“Uber App” means Uber ’s mobile applications or mobile websites that allow users to access and use Uber’s products and
services, as may be updated by Uber from time to time.
“Uber Personal Data” means any information Uber provides to the Agency in connection with the Agreement relating to an
identified individual or an identifiable individual or which can be reasonably used to identify an individual, or that may
otherwise be considered “personal data” under applicable law. For the avoidance of doubt, Uber Personal Data shall
include Dashboard Data, regardless of whether it is provided to the Agency via the Dashboard or otherwise.
“Uber Service” means Uber ’s virtual marketplace platform that, when used in conjunction with the Uber App, or the
Dashboard, as applicable, serves as an intermediary between (a) Authorized Users, Agency Users, and Administrators who
are looking for a certain type of service (including, without limitation, ground transportation, logistics, delivery, food
purchases and related food delivery services), and (b) independent third-party providers of such services.
“User Charges” means charges incurred by Authorized Users, Agency Users, Voucher Recipients, or Administrators (on
behalf of Agency Users), as may be the case, for use of the Uber Service, including any applicable tolls, foreign transaction
fees, taxes, and any other fees or charges that may be due for a particular use of the Uber Service.
City of Diamond Bar | Dial-A-Ride Transportation Services 47
Uber Transit
The terms “controller”, “data subject”, “personal data”, “processing” and “processor” as used in the Agreement have the
meanings given in the GDPR.
2. Uber Products; Incorporation.
2.1 Agency may elect to utilize one or more Uber Transit products made available by Uber (each, an "Uber Product").
Agency may elect to utilize an Uber Product at any time during the Term, by (i) accepting the relevant additional
click-through Uber Product terms for each such Uber Product within the Dashboard, or (ii) executing a product
addendum which includes the relevant additional Uber Product terms for each such Uber Product (in either instance,
each a “Product Addendum”).
2.2 Agency’s election to utilize a particular Uber Product neither obligates nor restricts the Agency from utilizing any other
Uber Product. Any Product Addendum entered into by the parties is expressly incorporated into this Agreement.
3. Term and Termination. The Agreement begins on the Effective Date and continues for a period of [ ] year thereafter and
may be renewed by mutual written agreement of the Parties (collectively, the “Term”), unless terminated earlier. Either
party may terminate the Agreement or any Product Addendum at any time without cause upon providing thirty (30) days’
written notice to the other party. Either party may terminate the Agreement or any Product Addendum at any time (a) in
the event of a material breach by the other party that is not cured by the breaching party within thirty (30) days’ of
receiving notice of the breach from the non-breaching party, or (b) immediately upon notice to the other party in the event
that the other party makes an assignment for the benefit of creditors, files an involuntary petition in bankruptcy or is
adjudicated bankrupt or insolvent, has a receiver appointed for any portion of its business or property, or has a trustee in
bankruptcy or trustee in insolvency appointed for it under federal or state law. Termination of one Product Addendum shall
not terminate any other Product Addendum then in effect. The terms and conditions of this Agreement concerning
outstanding payment obligations and indemnification shall survive termination.
4. Account Administration.
4.1 Agency Dashboard and Access to Uber Products. Upon execution of the Agreement, Uber will establish the Agency's
Corporate Account that will enable the Agency to access Uber ’s browser-based online dashboard for Uber Transit
(“Dashboard”), which includes access to each Uber Product that an Agency has agreed to utilize through a Product
Addendum. Uber ’s contact with the Agency shall include communicating with representatives the Agency designates as
“administrators” through the Dashboard (“Administrator”). In addition to the features described in an applicable Product
Addendum, the Dashboard will enable Agency to (a) access each Uber Product which Agency has accepted and agreed to
utilize through a Product Addendum; (b) view detailed trip or other service information, which may include, depending on
which Uber Product(s) Agency utilizes, without limitation, any Authorized User and/or Agency User ’s name together with trip
status, pick-up and drop-off location, trip route, distance, duration, fare amount, service type, trip ID number, restaurant
name, meal information, delivery location, delivery time, User Charges, expense memo, and Driver data (e.g. first name,
telephone number, vehicle description and license plate) (collectively, “Dashboard Data”); (c) prepare and review activity
reports using such Dashboard Data; (d) add and remove Administrators, (e) manage and update Agency’s payment
information; (f) review and manage payment statements, and (g) settle outstanding balances on the Corporate Account. Uber
reserves the right to add, remove and update features and functionality of the Dashboard at any time. Uber agrees to use
commercially reasonable efforts to provide the Dashboard to the Agency as stated in this Agreement.
4.2 Administration. At all times, the Agency is responsible for maintaining an accurate list of Administrators. Agency may
appoint additional Administrators at its discretion. Agency agrees to (a) maintain all Dashboard login credentials in
confidence, (b) only permit an authorized Administrator to access the Dashboard, and (c) update as necessary, all information
of the Administrators to ensure that it is current, accurate, and complete. Agency shall be responsible for all activity that
occurs under its Dashboard login credentials.
4.3 Authorized User and Administrator Updates. For Managed Rider Programs, Agency is responsible for keeping and
maintaining an accurate list of current Authorized Users, Agency Users, or Administrators authorized to bill User Charges to
Agency’s Corporate Account for each separate Uber Product. From time to time, Uber may review the Agency’s list of
Authorized Users, Agency Users and/or Administrators, as may be the case, via the Dashboard to maintain and support the
Uber Service and to ensure Agency’s compliance with the Agreement.
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Uber Transit
4.4 Responsibility for User Activity. Agency agrees that (a) Agency is solely responsible for all User Charges against
Agency’s Corporate Account, incurred by Authorized Users, Agency Users, and Administrators, regardless of whether any such
charge was authorized, and (b) User Charges may be subject to price changes at any time, including without limitation,
occasional increases during periods of high demand as further described in the End User Terms. Further, Agency agrees that
Uber shall not be responsible for User Charges incurred by Authorized Users, Agency Users and/or Administrators, after
Agency has attempted removal of such Authorized User or Administrator from the Corporate Account to the extent Agency
provides Uber with incomplete or inaccurate Authorized User or Administrator removal information via the Dashboard.
Agency is responsible for User Charges incurred due to fraudulent or other unpermitted activity or use of the Corporate
Account by an Authorized User, Agency User, Administrator, or another third party to access Uber Services. Agency must
promptly notify Uber if it discovers fraudulent or unpermitted activity occurring under the Agency’s Corporate Account
account. In the event Uber reasonably suspects that any fraudulent or unpermitted activity is occurring in connection with
the Corporate Account, Uber reserves the right to suspend the Corporate Account until the event giving rise to the
suspension has been cured to Uber ’s reasonable satisfaction.
4.5 Restrictions. Agency agrees to use the Uber Service, Corporate Account, Dashboard, and any of the services provided
under an applicable Product Addendum solely as stated in this Agreement; provided, however, that in the event of a conflict
between a Product Addendum and the Agreement with respect to Agency or any Administrator utilizing the Uber Service, the
terms of this Product Addendum shall control, followed by the Agreement. Agency shall not, and shall not authorize others
to (a) decompile, disassemble, reverse engineer or otherwise attempt to derive the source code or underlying technology,
methodologies or algorithms of the Dashboard, Uber Service, or Uber App; (b) sublicense, lease, rent, sell, give, or otherwise
transfer or provide the Dashboard, Uber Service, or Uber App to any unaffiliated third party; (c) upcharge, increase, or
otherwise modify the User Charges for any usage of the Uber Service; or (d) impose any additional fees or charges related to
use of the Dashboard, Uber Service, or any of the services provided under an applicable Product Addendum. Uber reserves all
rights not expressly granted under the Agreement.
4.6 Violations. Agency acknowledges that Uber may suspend or ban any Authorized Users or Agency Users from use of
the Uber Service due to future or past violations of the End User Terms (“Violations”), and that Uber shall have no obligation
or liability to Agency related to any such suspension or ban of an Authorized User or Agency User. In the event that Uber
suspends or terminates an Authorized User ’s or Agency User ’s Uber Account pursuant to the End User Terms, Uber shall also
suspend such Authorized User or Agency User from utilizing Uber Services under all of the Product Addenda. Furthermore,
Uber reserves the right to immediately suspend an Authorized User’s or Agency User ’s Uber Account due to (a) an invalid
payment card on their Uber Account, or (b) a rejected Agency Card transaction that was initiated through their Uber Account.
Uber reserves the right to suspend Agency ’s use, and the use by Authorized Users or Agency Users where applicable, of Uber
Transit and the products set forth in any applicable Product Addendum for violations of this Agreement or any applicable
Product Addendum.
4.7 Territory. This Agreement is not restricted by country, unless otherwise specified in a Product Addendum.
5 Billing.
5.1 User Charges. All User Charges shall be paid in the ordinary course of use of the Uber Services through the payment
card associated with the applicable Corporate Account, as the case may be, at the end of each Authorized User ’s or Agency
User ’s trip, or, according to batched billing, in which Uber will charge Agency’s payment method or issue an invoice to the
Agency for User Charges that have accrued during a certain period (e.g., daily, weekly, or another period shorter than a
month) (“Batched Billing”), unless Agency participates in Monthly Billing, in which case Agency shall pay such User Charges
pursuant to Section 6.2 below.
5.2 Monthly Billing. Agency may elect to pay for User Charges and any other charges referenced in the Product Addenda
on a monthly basis incurred in connection with the applicable ("Monthly Billing"). If the Agency participates in Monthly
Billing, Uber will bill the Agency for all User Charges incurred for the applicable Uber Products on a monthly basis (each, a
“Monthly Statement”). Agency shall pay each Monthly Statement in full within thirty (30) days of receipt of such Monthly
Statement. Agency agrees to provide and maintain during the Term in connection with its Corporate Account a valid Agency
credit card number (the “Agency Card”) that may be charged as set forth in the applicable Product Addendum. When creating
the Corporate Account, the Agency may choose to use either an Agency Card, ACH, or wire transfer as the payment method
for paying Monthly Statements, provided that payment by Agency Card may be necessary for amounts less than $1,000.
5.3 Currency. All User Charges shall be processed in the local currency applicable to the territory of the Authorized User ’s
and/or Agency User’s applicable receipt for the Uber Service, except in certain instances when Uber may process foreign
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Uber Transit
transactions in United States dollars. All payments are nonrefundable except as may be expressly provided otherwise herein.
Each party shall be responsible for its costs and expenses associated with its performance under the Agreement or any
Product Addendum.
5.4 Disputed Payments. If Agency believes that it has been billed for charges that it should not have been charged
(“Disputed Charge Event”), Agency shall notify Uber in writing within seven (7) days via email to transit-legal-us@uber.com.
The parties shall work in good faith to review the charges within thirty (30) days of the Agency notifying Uber of such
Disputed Charge Event. If the parties determine that Uber assessed charges that the Agency should not have been charged,
Uber shall remove such charge from the Agency’s account.
5.5 Account Suspension. In the event of any undisputed outstanding User Charges or any other charge referenced in the
Product Addenda due on a past Monthly Statement, Uber reserves the right to immediately suspend the Agency's account.
Uber further reserves the right to pursue any and all remedies available to it under applicable law, including reporting Agency
to applicable credit reporting agencies, in the event of any unpaid User Charges or any other charges referenced in the
Product Addenda. Reestablishing an Agency account shall be at Uber ’s sole discretion. All late payments shall accrue simple
interest on the sum due from the date such payment was originally due until the date of actual payment, at 3% per month or
the maximum allowed by applicable law.
6 Proprietary Rights.
6.1 License to Marks; Restrictions.The term “Marks” shall mean the trademarks, service marks, trade names, logos,
slogans, designs, social media or other handles, hashtags, and other identifying symbols and indicia of a party (“Licensor”).
Each party hereby grants to the other party (“Licensee”), solely during the Term, a limited, royalty-free, non-exclusive,
non-transferable, non-assignable license, without the right to sublicense, to use and display the Licensor ’s Marks only as
expressly permitted by the other party in writing in each instance and only in relation to this Agreement. All use of a
Licensor ’s Marks by Licensee will be in the form and format approved by Licensor, and Licensee will not otherwise use or
modify Licensor ’s Marks without Licensor ’s prior written consent. All goodwill related to Licensee’s use of Licensor’s Marks
shall inure solely to the benefit of Licensor. Marks will at all times remain the exclusive property of the respective Licensor.
Except as expressly set forth herein, Licensor does not, and shall not be deemed to, grant Licensee any license or rights under
any intellectual property or other proprietary rights. All rights not granted herein are expressly reserved by Licensor.
6.2 No Development. EACH PARTY ACKNOWLEDGES AND AGREES THAT NEITHER PARTY SHALL DEVELOP ANY
TECHNOLOGY, CONTENT, MEDIA, OR OTHER INTELLECTUAL PROPERTY FOR THE OTHER PARTY PURSUANT TO THE
AGREEMENT. The parties shall enter into a separate written agreement, as necessary, to govern any development activities
relating to any technology, content, media, or other intellectual property prior to the commencement of any such activities.
6.3 Ownership. Uber and its Affiliates are and shall remain the owners of all right, title and interest in and to the
Dashboard, Uber Service, Uber App, and Uber Personal Data (including, without limitation, Dashboard Data) including any
updates, enhancements and new versions thereof, all data related to the use of the Dashboard and Uber Services, and all
related documentation and materials provided or made available to Agency or any proposed or current Authorized User in
connection with the Agreement.
6.4 No Publicity. Other than as expressly set forth herein, neither party may use or reference the other party ’s name,
logo, trademarks or service marks in a press release or otherwise without the prior consent of such other party in each
instance.
7 Confidentiality.
7.1 Definition of Confidentiality. The term “Confidential Information” shall mean any confidential or proprietary
business (whether marked “confidential” or not), technical or financial information or materials of a party (“Disclosing Party”)
provided to the other party (“Receiving Party”) in connection with the Agreement, whether orally or in physical form, and
shall include the terms of the Agreement. Confidential Information shall also include information that would reasonably be
understood to be confidential to the Disclosing Party. However, Confidential Information shall not include information (a)
previously known by Receiving Party without an obligation of confidentiality, (b) acquired by Receiving Party from a third
party which was not, to Receiving Party's knowledge, under an obligation of confidentiality, (c) that is or becomes publicly
available through no fault of Receiving Party, or (d) that Disclosing Party provides written permission to Receiving Party to
disclose, but only to the extent of such permitted disclosure.
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Uber Transit
7.2 Restrictions. Receiving Party agrees that (a) it will use Confidential Information solely for the purposes permitted
under the Agreement, and (b) it will not disclose the Confidential Information to any third party other than Receiving Party’s
employees or agents who are bound by obligations of nondisclosure and restricted use at least as strict as those contained
herein. In the event Receiving Party receives a subpoena, administrative or judicial order, or any other request for disclosure
of any Confidential Information of Disclosing Party, Receiving Party will give Disclosing Party prompt written notice of such
subpoena, order or request and allow Disclosing Party to assert any available defenses to disclosure. For the avoidance of
doubt, Linking Data, excluding any such information provided by individual Uber account holders, shall constitute Agency ’s
Confidential Information and Uber may not (i) sell or otherwise publicly disclose any such Linking Data, or (ii) use any such
Linking Data for any purpose that is detrimental or harmful to Agency.
7.3 Confidential Information Security. Receiving Party will protect the Disclosing Party’s Confidential Information in the
same manner that it protects the confidentiality of its own proprietary and confidential information, but in no event using
less than a reasonable standard of care. Uber shall comply with the then-current version of the Payment Card Industry Data
Security Standard (“PCI-DSS”) and Uber and its designated payment service provider will remain PCI-DSS certified and
compliant at all times during the Term of the Agreement.
8 Security and Data Transfers.
8.1 Security. Uber shall implement appropriate technical and organizational measures to protect Agency Personal Data
against unauthorized or unlawful processing and against unauthorized loss, destruction, damage, alteration, or disclosure.
Agency shall implement appropriate technical and organizational measures to protect Uber Personal Data against
unauthorized or unlawful processing and against unauthorized loss, destruction, damage, alteration, or disclosure (each
instance, a “Information Security Incident”). Agency shall, without undue delay, but no greater than twenty-four (24) hours
after, notify Uber in the event that Agency learns or has reason to believe that an Information Security Incident has occurred
in relation to Uber Personal Data. Such notice shall be sent to the Uber persons or team designated to receive notices under
the Main Agreement; and (2) via email to vendorsecurity@uber.com.This notification includes at least: (1) the nature of the
breach of security measures; (2) the potentially compromised personal data and data subjects; (3) the duration and expected
consequences of the Information Security Incident; and (4) any mitigation or remediation measures taken or planned in
response to the Information Security Incident. Upon any such discovery, Agency shall (a) take all reasonable steps to
investigate, remediate, and mitigate the effects of the Information Security Incident, and (b) provide Uber with assurances
reasonably satisfactory to Uber that such Information Security Incident will not recur. Additionally, if and to the extent any
Information Security Incident occurs as a result of an act or omission of Agency, and if Uber determines that notices (whether
in Uber ’s or Agency’s name) or other remedial measures are warranted, Agency shall, at Uber’s request and at Agency’s cost
and expense, undertake the aforementioned remedial actions.
8.2 Data Transfers. To the extent the Agreement involves the transfer of Dashboard Data in the EEA to a jurisdiction
outside the EEA, which has not been recognized by the European Commission as providing an adequate level of data
protection, the parties agree that the Standard Contractual Clauses, as specified on http://t.uber.com/exhibita (“Exhibit A”),
shall apply with respect to such Dashboard Data. In relation to restricted transfers of Dashboard Data that is protected by the
UK GDPR from the United Kingdom to a jurisdiction which does not benefit from adequacy regulations pursuant to the UK
GDPR, Exhibit A shall apply subject to the terms of the “UK Addendum to the EU Standard Contractual Clauses” issued by the
Information Commissioner's Office under s.119A (1) of the United Kingdom Data Protection Act 2018 (“UK Addendum”). Such
UK Addendum shall be deemed executed and completed between Company and Uber using the information contained in
Exhibit A.
9 Insurance.
9.1 During the Term, Uber agrees to maintain the following insurance coverage with an A.M. Best financial rating of “A-”
or better:
9.1.1 Commercial General Liability (including contractual liability, personal and advertising injury and products and
completed operations) with a limit of one million dollars (US$1,000,000) per occurrence and two million dollars
(US$2,000,000) in the aggregate for bodily injury and property damage.
9.1.2 Workers’ Compensation Statutory (for all states of operation) including Employer ’s Liability with limits of not
less than one million dollars (US$1,000,000).
9.1.3 Commercial Auto Liability insurance for all owned, hired and non-owned vehicles for bodily injury, including
death and property damage for limits of one million dollars (US$1,000,000) each accident combined with a single limit.
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9.2 At the request of the Agency, Uber shall furnish the Agency with a certificate of insurance showing coverage as set
forth herein. Agency shall be covered as an additional insured on the auto and general liability policies under a blanket
endorsement.
10 Warranties; Disclaimer.
10.1 Mutual Warranties. Each party hereby represents and warrants that (a) it has full power and authority to enter into
the Agreement and perform its obligations under the Agreement and any applicable Product Addenda, (b) such party ’s
acceptance of the Agreement, as well as such party’s performance of the obligations set forth in the Agreement, does not and
will not violate any other agreement to which such party is a party, (c) it is in compliance and shall remain in compliance
during the Term, with all applicable laws, rules and regulations, including those relating to data protection, privacy, identity
theft, data breach, consumer protection, and data security, and any applicable industry standards relating to privacy and data
security applicable to the performance of its obligations hereunder, (d) it is duly organized, validly existing and in good
standing under the laws of the jurisdiction of its origin, and (e) such party’s Marks as provided by such party pursuant to this
Agreement will not infringe or otherwise violate the intellectual property rights, rights of publicity or other proprietary rights
of any third party.
10.2 Agency Warranties. Agency represents and warrants that (a) Agency has all rights and legally adequate consents,
where necessary, to provide Uber with the Agency Personal Data and any other information provided to Uber hereunder; (b)
Agency will use Dashboard Data solely for legitimate business purposes including business expense, processing, accounting,
and budgeting purposes; (c) Agency will only share and provide access to Dashboard Data to Agency personnel who have a
business need to access such Dashboard Data; (d) Agency will not disclose Dashboard Data to any third party, unless expressly
authorized in writing by Uber, and who are in each case bound by privacy and security obligations regarding Uber Personal
Data at least as restrictive as those contained herein; (e) Agency will not rent or sell Dashboard Data for any purpose not
authorized by Uber; and (f) Agency will not disclose Dashboard Data nor disclose Uber ’s pricing or fares associated with
Dashboard Data to a competitor of Uber.
10.3 Disclaimer. EXCEPT AS EXPRESSLY PROVIDED HEREIN, UBER PROVIDES THE UBER SERVICE, AND UBER APP, "AS IS" AND
WITHOUT WARRANTY. UBER DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN THE DASHBOARD, UBER SERVICE, OR
UBER APP WILL MEET AGENCY’S REQUIREMENTS OR THAT THE OPERATION OF THE DASHBOARD, UBER SERVICE, OR UBER
APP WILL BE UNINTERRUPTED OR ERROR FREE. UBER HEREBY DISCLAIMS ALL OTHER WARRANTIES WITH RESPECT TO THE
AGREEMENT, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, (A) ANY IMPLIED OR STATUTORY
WARRANTIES COVERING THE DASHBOARD, UBER SERVICE, UBER APP, AND (B) ANY IMPLIED WARRANTIES OF
MERCHANTABILITY, NONINFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. AGENCY ACKNOWLEDGES AND AGREES
THAT THE UBER SERVICE IS A TECHNOLOGY SERVICE THAT ENABLES ACCESS TO REQUEST ON-DEMAND GROUND
TRANSPORTATION, DELIVERY, AND LOGISTICS SERVICES PROVIDED BY INDEPENDENT THIRD-PARTY PROVIDERS. UBER IS NOT A
TRANSPORTATION, DELIVERY, OR LOGISTICS PROVIDER. UBER DOES NOT GUARANTEE AVAILABILITY OF TRANSPORTATION,
DELIVERY, OR LOGISTICS SERVICES, ON-TIME ARRIVALS OR DEPARTURES THEREOF, OR ANY OTHER SERVICES LEVELS RELATED
TO INDEPENDENT TRANSPORTATION, DELIVERY OR LOGISTICS PROVIDERS THAT MAY BE OBTAINED VIA THE UBER SERVICE.
11 Indemnification.
11.1 Each party (the "Indemnifying Party") will indemnify, defend and hold harmless the other party (the “Indemnified
Party”), its Affiliates and their respective directors, officers, employees, consultants, agents, successors and assigns from and
against all claims, liabilities, damages, losses, costs and expenses (including reasonable outside attorney fees) with respect to
any third-party claim, suit, action, or proceeding arising out of or related to (a) a breach (or claim that, if true, would be a
breach) of any of the Indemnifying Party ’s representations or warranties in this Agreement and any applicable Product
Addendum, or (b) the infringement of a third party’s intellectual property rights by the Indemnifying Party ’s Marks, but only if
such Marks have been used by the Indemnified Party in the manner approved by the Indemnifying Party.
11.2 The Indemnified Party shall provide prompt notice to the Indemnifying Party of any potential claim subject to
indemnification hereunder. The Indemnifying Party will assume the defense of the claim through counsel designated by it and
reasonably acceptable to the Indemnified Party. The Indemnifying Party will not settle or compromise any claim, or consent
to the entry of any judgment, without written consent of the Indemnified Party, which will not be unreasonably withheld. The
Indemnified Party will reasonably cooperate with the Indemnifying Party in the defense of a claim, at the Indemnifying Party’s
expense.
12 Limits of Liability.
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Uber Transit
12.1 OTHER THAN WITH RESPECT TO (i) A PARTY’S INDEMNIFICATION OBLIGATIONS IN THE AGREEMENT OR ANY
APPLICABLE PRODUCT ADDENDUM, (ii) DAMAGES ARISING FROM EITHER PARTY’S BREACH OF THE OBLIGATIONS SET FORTH
IN SECTION 8 HEREIN (CONFIDENTIALITY), (iii) DAMAGES ARISING FROM EITHER PARTY’S BREACH OF THE REPRESENTATIONS
OR WARRANTIES IN THE AGREEMENT OR ANY APPLICABLE PRODUCT ADDENDUM , (iv) DAMAGES ARISING FROM EITHER
PARTY’S BREACH OF THE OBLIGATIONS SET FORTH IN SECTION 7 HEREIN (PROPRIETARY RIGHTS), OR (v) OR DAMAGES
RESULTING FROM A PARTY’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, AND TO THE MAXIMUM EXTENT PERMITTED BY
LAW, IN NO EVENT SHALL UBER OR AGENCY BE LIABLE: (A) FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, EXEMPLARY, SPECIAL
OR CONSEQUENTIAL DAMAGES, OR FOR LOSS OF BUSINESS OR PROFITS, SUFFERED BY THE OTHER PARTY OR ANY THIRD
PARTY ARISING OUT OF THE AGREEMENT, WHETHER BASED ON CONTRACT, TORT OR ANY OTHER LEGAL THEORY, EVEN IF
UBER OR AGENCY (OR THEIR AGENTS) HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND, (B) UNDER THE
AGREEMENT FOR ANY DIRECT DAMAGES IN AN AMOUNT EXCEEDING ONE HUNDRED THOUSAND DOLLARS ($100,000).
12.2 Each Party acknowledges that the foregoing limitations are an essential element of the agreement between the
parties, and that in the absence of such limitations, the terms set forth in the Agreement would be substantially different.
13 General.
13.1 Entire Agreement. The Agreement contains the entire agreement between the parties related to the subject matter
hereof and supersedes all prior and contemporaneous understandings or agreements, whether oral or written, prior to or on
the Effective Date.
13.2 Governing Law. The Agreement shall be governed by and construed in accordance with the laws of the State of
Delaware without regard to its choice or conflict of laws provision. Any dispute, controversy, or any claim arising out of or
relating to the Agreement, or the interpretation, enforceability, performance, breach termination or validity thereof,
including, without limitation, this arbitration clause, must be solely and finally settled by confidential arbitration in Dover,
Delaware, in accordance with the Commercial Arbitration Rules of the American Arbitration Association. An award rendered
in connection with arbitration pursuant to this section shall be final and binding upon the parties, and any judgment upon
such an award may be entered and enforced in any court of competent jurisdiction. No provision of this subsection limits the
rights of a party to the Agreement to obtain provisional, injunctive, or ancillary remedies from a court of competent
jurisdiction before, after or during the pendency of any arbitration. Neither party has the right to arbitrate on a class action
basis any dispute, controversy, or claim arising out of or relating to the Agreement, or the interpretation, enforceability,
performance, breach, termination, or validity thereof, including, without limitation, this arbitration clause.
13.3 Affiliates. The parties hereby acknowledge and agree that Agency and each of its Affiliates may utilize the same
Dashboard and any of the services provided under a Product Addendum upon execution of the Agreement and the applicable
Product Addendum. Any such Affiliate shall be bound by all of the terms and conditions applicable to Agency under the
Agreement, and entitled to all rights and protections afforded Agency under the Agreement, provided, however, Agency shall
continue to bear legal responsibility for all acts or omissions of such Affiliate. The parties further acknowledge and agree that
any services to be rendered under this Agreement and any applicable Product Addendum may be performed by Uber directly,
or by any of Uber ’s Affiliates.
13.4 Notices. Any notice required or permitted to the parties under this Agreement will be deemed to have been duly
given only if in writing and delivered: by certified U.S. mail with return receipt requested, by overnight courier with postage
prepaid, or by hand delivery, to the address of the receiving party as set forth below, to the attention of the persons
designated below for the receiving party. Notices will be deemed received five (5) business days after being mailed by U.S.
mail or the next business day if delivery is via overnight courier, or the same business day if delivery is by hand delivery during
a business day before 5:00 PM or the next business day if not during a business day before 5:00 PM. All notices to Agency
shall be delivered to the address referenced on the first page of the Agreement. All notices to Uber shall be provided to Uber
Technologies, Inc., 1515 3rd Street, San Francisco, CA 94158 Attn: Legal Department – Uber for Business. Either party may
change its notice address by providing written notice of such change to the other party in conformity with this section.
13.5 Force Majeure. Nonperformance of either party under the Agreement shall be excused to the extent and during the
period that performance is rendered impossible by strike, fire, flood, hurricane, earthquakes, pandemic, other natural
disaster, governmental acts or orders or restrictions, failure of suppliers, or contractors, or any other reason where failure to
perform is beyond the reasonable control and not caused by the negligence of the non-performing party (“Force Majeure
Event”). The affected party will promptly notify the other party upon becoming aware that any Force Majeure Event has
occurred or is likely to occur and will use commercially reasonable efforts to minimize any resulting delay in or interference
with the performance of its obligations under the Agreement.
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Uber Transit
13.6 Severability. If any provision or provisions of the Agreement, including any Product Addendum in whole or in part, is
determined to be invalid, illegal or unenforceable by ruling of an arbitrator or court of competent jurisdiction, the validity,
legality and enforceability of the remaining provisions and/or Product Addenda shall not in any way be affected or impaired
thereby.
13.7 Assignment. The Agreement is not transferable and may not be assigned by either party, in whole or in part, without
the prior written consent of the other party, provided that both parties may assign the Agreement without such consent, but
with notice to the other, in connection with a merger or a sale of all of the equity or assets of either party. Notwithstanding
the foregoing, Uber may assign the Agreement, including any Product Addenda, to an Affiliate without notice or the prior
written consent of Agency. Subject to the foregoing, the Agreement shall be binding upon all successors and assigns of a
party.
13.8 Attorney’s Fees. In any litigation between the parties, the prevailing party shall be entitled to reasonable attorney
fees and all costs of proceedings incurred in enforcing the Agreement.
13.9 Headings. Section headings are for convenience only and shall not be considered in the interpretation of the
Agreement.
13.10 Independent Contractor. Uber and Agency are and shall remain independent contractors. Neither party is the
representative or agent of the other and neither party shall have any power to assume any obligations on behalf of the other.
13.11 Non-Discrimination. Agency shall not, in its use of the Uber Service or any Uber Product under the Agreement,
discriminate against any Authorized User, Agency User, employee, volunteer, or participant, or individual on the basis of race,
color, gender, pregnancy, marital status, familial status, sexual orientation, gender identity or expression, religion, ancestry,
national origin, disability, or age except that programs may target beneficial services for specific participant groups, as agreed
upon between Uber and Agency. Agency acknowledges and agrees that upon Uber’s receipt of evidence of Agency’s
discrimination under any of these categories, Uber shall have the right to immediately terminate the Agreement following
notice to Agency.
13.12 Waiver. The failure of either party to enforce, at any time or for any period of time, the provisions hereof, or the
failure of either party to exercise any option herein, shall not be construed as a waiver of such provision or option and shall in
no way affect that party’s right to enforce such provisions or exercise such option.
13.13 Counterparts. The Agreement may be executed in counterparts and in any format, including electronically delivered
versions thereof, each of which shall be deemed to be an original and shall fully bind each party who has executed it, but all
such counterparts together shall constitute one and the same agreement.
The Agreement consists of the Agreement and any Product Addenda incorporated into the Agreement. An authorized
representative of each party has caused the Agreement to be duly executed as of the Effective Date.
UBER TECHNOLOGIES, INC. [COUNTERPARTY NAME]
By: By:
Name: Name:
Title: Title:
Date: Date:
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Uber Transit
UBER VOUCHERS PRODUCT ADDENDUM
TO THE
UBER TRANSIT DASHBOARD ACCESS AGREEMENT
This Uber Vouchers Product Addendum (the “Product Addendum”) to the Uber Transit Dashboard Access Agreement (the
“Agreement”) is entered into by and between [Counterparty Name] (“Agency”) and Uber Technologies, Inc. (“Uber”) as of the
date of the last signature set forth below (“Product Addendum Effective Date”). This Product Addendum is hereby
incorporated by reference into the Agreement. Undefined, capitalized terms used herein shall have the meaning ascribed to
them in the Agreement. This Product Addendum sets forth the terms under which an Agency may utilize the Dashboard to
enable and use Uber Vouchers. In the event of any conflict between the terms of the Agreement and this Product Addendum,
the terms of this Product Addendum shall govern with respect to Uber Vouchers.
1. Definitions. The following terms, as may be used only in this Product Addendum, shall have the meanings set forth below:
“Community Guidelines” means the guidelines available
at https://www.uber.com/legal/en/document/?name=general-community-guidelines&country=united-states&lang=en, as
may be amended from time to time by Uber in its sole discretion.
“Voucher Recipient” means an individual that receives one or more Uber Vouchers sent or requested by the Agency.
Voucher Recipients are Agency Users.
“Design Guidelines” means the Uber Trademark Usage Guidelines available
at https://developer.uber.com/docs/riders/guides/design-guidelines, as may be amended from time to time by Uber in its
sole discretion pursuant to which Agency may use the Uber Trademark as set forth herein.
“Program” means an event or series of events for which the Agency wants to provide a Voucher Recipient with an Uber
Voucher in order to use the Uber Service.
“Redemption Value” means the maximum amount for which a Voucher Recipient may utilize any single Uber Voucher to
receive a full or partial payment for User Charges pursuant to this Product Addendum.
“Uber Voucher” means a promotional code or link generated by Agency through the Dashboard that, when validly applied,
allows an individual with an active Uber Account to receive a partial or full payment by Agency for User Charges up to the
amount of the applicable Uber Voucher, subject to (a) any utilization requirements and limitations established by Agency,
(b) the terms of this Product Addendum, and (c) other restrictions and limitations as Uber may determine from time to
time that are generally applicable to all discount codes generated by Uber.
“Utilization Amount” means the exact dollar amount of an Uber Voucher a Voucher Recipient utilized for User Charges and
is a “Fee” as defined in the Agreement.
2. Access to Services. Upon execution of this Product Addendum and mutual agreement on the Scope of Work at Exhibit 1,
Uber will use commercially reasonable efforts to enable the Agency to access Uber Vouchers via the Dashboard. In addition
to the features described in the Agreement, the Dashboard will enable Agency to (a) create and/or distribute Uber
Vouchers in accordance with the terms of the Agreement; (b) view and pay Monthly Statements; and (c) view current,
appoint new, and remove Administrators. Uber reserves the right to add, remove and update features and functionality of
the Dashboard at any time. Agency expressly acknowledges and agrees that any and all transportation services provided to
Voucher Recipient are provided neither by Uber nor by Agency, but by independent third-party transportation and delivery
providers. It is the Agency’s sole responsibility to keep and maintain an accurate list of current Voucher Recipients to
receive and utilize Uber Vouchers.
3. Utilization Amount. Upon redemption of an Uber Voucher by a Voucher Recipient or according to Batched Billing, Uber
shall charge Agency the Utilization Amount of each such Uber Voucher, unless Agency participates in Monthly Billing, in
which case Agency shall pay for the Utilization Amount pursuant to Section 6.2 of the Agreement. If the User Charges
exceed the Uber Voucher value for an individual Voucher Recipient’s transaction, Uber shall charge the balance to such
Voucher Recipient’s payment method on file in their Uber Account.
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4. Uber Vouchers.
4.1. Creating Uber Programs and Uber Vouchers; Limitations.
4.1.1. Agency may create Programs within the Dashboard, which will generate Uber Vouchers for the Agency to
distribute to Voucher Recipients. Uber shall run such Programs only in the countries where Uber makes Uber Vouchers
available to the Agency. Agency acknowledges and agrees that it is responsible for all marketing, promotion, and
advertising of the Programs.
4.1.2. Agency may elect to either create a Program with: (a) a single Uber Voucher to distribute to all Voucher
Recipients (a "Single Code"); or (b) individualized Uber Vouchers that Agency can distribute to each Voucher Recipient,
which are limited to one (1) code per Voucher Recipient, and can only be used by the first Voucher Recipient who
redeems the code (each an “Individualized Code”). Agency acknowledges and agrees that (a) Single Codes and
Individualized Codes may not be used as intended if a Voucher Recipient shares the code with anyone other than a
Voucher Recipient, (b) Uber has no way to prevent and bears no responsibility for such sharing or non-intended use, and
(c) all of Agency’s obligations under this Product Addendum apply no matter who redeems an Uber Voucher under this
Product Addendum.
4.1.3. Single Codes. For any Program that utilizes a Single Code, Agency may limit the number of times such code
can be used; provided, however, Agency must clearly and conspicuously disclose to each Voucher Recipient (i) that use of
the code is not guaranteed, and (ii) the materials terms and conditions of each Single Code. Agency acknowledges and
agrees that: (i) a Single Code may be used by individuals (including those who are not Voucher Recipients) Agency did not
intend to target, but Agency will be financially responsible for the number of times the Single Code is used to access the
Uber Service; and (ii) for any individual that tries to access a Single Code after the usage limitations have been met, Uber
will direct such individual to contact Agency about such Single Code. Notwithstanding anything to the contrary, Agency
acknowledges and agrees that in no event will Uber be liable to (i) any Voucher Recipients who were targeted to receive a
Single Code but were unable to utilize such Single Code, or (ii) Agency for Uber’s non-fulfillment of the Single Code as a
result of usage limitations set by Agency.
4.1.4. Individualized Codes. For any Program that utilizes Individualized Codes, Agency bears responsibility to
correctly deliver such codes to Voucher Recipients and to clearly and conspicuously disclose the material terms and
conditions of each Individualized Code to each Voucher Recipient. Agency acknowledges and agrees that for any
individual that tries to access an Individualized Code after such code has expired, Uber will direct such individual to
contact the Agency about such Individualized Code. Notwithstanding anything to the contrary, Agency acknowledges and
agrees that in no event will Uber be liable to (i) any Voucher Recipients who were targeted to receive an Individualized
Code but were unable to utilize such Individualized Code, or (ii) Agency for Uber ’s non-fulfillment of the Individualized
Code as a result of usage limitations set by Agency.
4.1.5. Uber Delivered Vouchers. In addition to creating Programs under this Product Addendum, Agency may
choose to create an Uber Voucher for a specific Voucher Recipient by (i) requesting that Uber deliver such Uber Voucher
to the Voucher Recipient via SMS message or by another agreed upon delivery method such as email (each an “Uber
Delivered Voucher”), and (ii) providing to Uber such Voucher Recipient’s first name and last name, as well as phone
number and/or email address. Prior to creating an Uber Delivered Voucher, Agency shall obtain consent from the Voucher
Recipient and submit to Uber the following information with respect to such Voucher Recipient: (a) first and last name, (b)
active telephone number and/or email address, (c) and all information related to the Uber Voucher (collectively, “Voucher
Recipient Data”), in order for Uber to deliver such Uber Voucher to the user via SMS message, email, the Uber App, or by
another delivery method. Agency shall ensure that any Voucher Recipient Data Agency provides to Uber is accurate and
complete, and Uber shall not be liable to Agency, any Voucher Recipient, or any other party with respect to inaccurate or
incomplete data supplied by Agency.
4.2. Uber Voucher Limitations. Agency shall ensure the maximum aggregate Redemption Value of Uber Vouchers that
Agency has outstanding at any given time during the Term shall not exceed the credit amount approved by Uber for Agency ’s
Batched Billing or Monthly Billing, unless Uber agrees in writing to allow Agency to distribute a different aggregate Redemption
Value of Uber Vouchers. Each Uber Voucher created by Agency shall: (a) expire no later than twelve (12) months following the
date on which Agency created the Uber Voucher; (b) have a minimum Redemption Value, as specified in the Dashboard, for
each country in which Agency creates an Uber Voucher; (3) be valid for redemption in areas where Uber Vouchers are available
until such Uber Voucher expires; and (4) be feasibly usable for the Voucher Recipient receiving such Uber Voucher (e.g., a
Voucher Recipient cannot be located in New York, New York and receive a code that is only valid in San Francisco, California).
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4.3. Restrictions of Use. Agency cannot use Uber Vouchers with any third-party promotion, agreement, relationship,
marketing event, Driver, or any other use case without Uber ’s prior written consent. Agency agrees it will not apply, or allow to
be applied, the Uber Voucher to an Uber Account without first disclosing all of the disclaimer set forth in Section 4.5.3 below.
4.4. Modification or Cancellation of Uber Vouchers. After Agency creates a Program, Agency may only: (a) update a
Program to make such Program’s restrictions and/or value more permissive if the Uber Voucher has not yet been distributed to
Voucher Recipients; or (b) cancel a Program in its entirety, in which case Agency shall immediately notify all Voucher Recipients
that (i) such Program is canceled, and (ii) Agency, and not Uber, decided to cancel the Program. Any such notification shall be
subject to Uber’s prior written approval. Agency acknowledges and agrees that if Agency modifies or cancels a Program: (a)
Agency remains financially responsible to Voucher Recipients who received an Uber Voucher from Agency, whether or not the
Voucher Recipient used such Uber Voucher before Agency modified or canceled the Program; and (b) that if an individual is
unable to use an Uber Voucher for any such modified or canceled Program, Uber will direct such individual to contact Agency
about any modification or cancellation issues. Notwithstanding anything to the contrary, Agency acknowledges and agrees that
in no event will Uber be liable to: (a) Voucher Recipients who received an Uber Voucher, but were not able to use such Uber
Voucher following Agency’s modifications to or cancellation of the Program by Agency, or (b) Agency for Uber’s non-fulfillment
of the Uber Voucher as a result of a modifications to or cancellation of the Program by Agency.
4.5. Marketing and Messaging Related to Uber Vouchers.
4.5.1. Marketing Guidelines. At all times during the Term, Agency shall follow the marketing guidelines available at
https://developer.uber.com/docs/riders/guides/design-guidelines, which Uber may update from time to time in its
discretion, and any other marketing guidelines the parties have agreed to that the parties have agreed to.
4.5.2. Agency Delivery of Uber Vouchers to Voucher Recipients. In the event Agency is delivering Uber Vouchers to
Voucher Recipients, Uber will deliver Uber Vouchers to Agency in the form of code links, that Agency may deliver to
Voucher Recipients via email or, if Agency has obtained legally-adequate consents under the Telephone Consumer
Protection Act (“TCPA”), short message service (“SMS”) message. In the event that Agency delivers such Uber Vouchers
via email, Agency shall ensure that it is the sole sender of the email as defined by the CAN-SPAM Act and that Uber does
not appear as the sender of such email. In the event that Agency delivers any Uber Vouchers via SMS message, Agency
shall ensure that it has affirmative legally-adequate written consent from all Voucher Recipients to send them such
messages and will make clear in all such messages that they are being sent by Agency (as opposed to Uber). Agency shall
not deliver or attempt to deliver any Uber Vouchers through a public-facing or accessible website/page or via social
media.
4.5.3. Uber Vouchers Disclaimer. Agency shall ensure that any delivery or distribution by Agency of an Uber
Voucher to a Voucher Recipient, or any communication related thereto, shall include a prominent disclaimer notifying the
Voucher Recipient that: (a) such Uber Voucher may only be redeemed for specific types of rides requested via Uber ’s
mobile application: (b) such Uber Voucher is subject to a specific, defined expiration date; (c) such Uber Voucher is
subject to specific, defined geographic restrictions; (d) such Uber Voucher is subject to a specific, defined maximum
Redemption Value; (e) such Uber Voucher cannot be redeemed for goods or services outside of the Uber App; (f) once
redeemed by a Voucher Recipient, any Uber Voucher value is not transferable to other Uber accounts, users or products;
(g) Voucher Recipient and Agency will not receive any value or credit for any unused portions of such Uber Voucher; and
(h) such Uber Voucher has no cash value and may not be redeemed for cash, except as required by law. The following is a
pre-approved disclaimer for use with a Single Code: “Limited Availability. No cash value. One-time use only. Maximum
discount of $[#] per redemption. Maximum of [#] [trips] per account. To redeem discount, Uber Voucher code [INSERT
LINK] must be applied to Payment section of the Uber App prior to requesting the intended [trip]. Uber Voucher valid
[DATE], [TIME], through [DATE], [TIME] [or, if applicable: Uber Voucher valid between [TIME] and [TIME] on [DATE]]. Uber
Voucher expires [DATE] at [TIME]. Uber Voucher is only valid for trips placed using [add any vehicle or other restrictions as
applicable]. Taxes and other fees will be covered provided that the value of the Uber Voucher is greater than the total
order amount. Offer is non-transferable, subject to change or cancellation. Issues involving redemption and/or use of the
Uber Voucher code should be directed to [YOUR AGENCY NAME] at [INSERT YOUR AGENCY CONTACT INFO].” Agency shall
add at the beginning of the above pre-approved disclaimer paragraph the following for use with an Individualized Code:
“Limited to one code per person. Can only be used by the first person who redeems the code. Non-transferable.”
4.6. Uber Account Required.
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4.6.1. Active Uber Account Required. Agency acknowledges and agrees that before a proposed individual Voucher
Recipient can utilize an Uber Voucher pursuant to this Product Addendum, such proposed Voucher Recipient must have
an active Uber Account to activate such Uber Voucher.
4.6.2. Restrictions. In addition to the restrictions set forth in Section 4 of the Agreement, Agency shall not, and
shall not authorize others to modify or alter any Uber Voucher as created pursuant to this Product Addendum.
5. Uber Voucher Usage.
5.1. Uber Vouchers must be used by the recipient for personal use and cannot be resold by the recipient. Any additional
marketing or advertising of the voucher by the recipient must comply with the terms of this Agreement.
5.2. Agency is responsible for lost, stolen, or misused Uber Vouchers unless otherwise required by law.
5.3. Uber reserves the right to close or suspend Agency’s Corporate Account, or any Voucher Recipient’s Uber Account,
adjust balances and/or request alternative forms of payment if Uber determines, in its sole discretion, that any Uber Voucher
issued hereunder is or has been fraudulently obtained or used.
5.4. Uber may cease offering the Uber Vouchers product at any time and for any reason.
6. Intellectual Property.
6.1. Use of Uber Marks; Guidelines. Any use by the Agency of Uber Marks hereunder shall be subject to Uber ’s prior
written approval, which shall be deemed granted with respect to such uses compliant with the Design Guidelines. Agency will
comply with the Design Guidelines, including without limitation, all additional directions given by Uber to Agency as to the
content, colors, size, “look and feel” and other elements of any and all representations of Uber ’s Marks.
6.2. Inspection of Records. During the Term, Uber may request in writing that Agency provide to Uber all of Agency’s
relevant records, marketing materials, and communications (including but not limited to, email and SMS messages that Agency,
any of its Affiliates, or any other third party sent to Voucher Recipients in connection with an Uber Voucher) that include the
Uber Trademark (collectively, the “Records”). Agency shall provide the Records to Uber within thirty (30) calendar days of
Uber’s request for any such Records. In the event Uber, in its sole discretion, determines the Agency has not met its obligations
with respect to the Uber Trademark as set forth in this Product Addendum, then Uber may terminate this Product Addendum
and take any additional measures afforded to it by law or under the Agreement. Agency shall preserve, and shall cause all of its
Affiliates to preserve, all of the aforesaid Records for a period of at least two (2) years from the termination or expiration of
this Product Addendum.
7. Warranties. In addition to the warranties set forth in the Agreement, Agency represents and warrants that: (a) Agency
shall comply with all applicable laws and regulations applicable to the performance of its obligations hereunder; (b) as it relates
to Agency’s activities involving the Uber Vouchers, including but not limited to the Programs, and the marketing, promotion,
and any other forms of communication regarding the Uber Vouchers, Agency will (i) comply with the Design Guidelines, the
Uber Voucher Marketing Guidelines, Community Guidelines, and all applicable law (including, without limitation, CAN-SPAM
and TCPA); and (ii) ensure that any such marketing, promotion, or other form of communications does not harm the goodwill or
reputation of Uber; (c) Agency is responsible for the full cost of all Uber Vouchers used, whether or not used as intended by
Voucher Recipients or others; (d) if Agency modifies or cancels a Program, Agency remains responsible for the full cost of all
Uber Vouchers distributed, whether or not used by Voucher Recipients; and (e) Agency will inform and obtain all necessary
rights, permission, and legally-adequate consent from Voucher Recipients: (i) to receive SMS messages and other
communications from Uber in connection with Uber Vouchers and the Uber Service; and (ii) for Uber to provide Agency with
detailed trip information, including real-time trip status, for any trips such Voucher Recipient takes using the Uber Voucher
created by Agency.
8. Privacy and Security.
8.1. Definitions. “Agency Personal Data” means information provided by the Agency to Uber in connection with the
Agreement relating to an identified individual, excluding any such information provided to Uber or any of its Affiliates by a
Voucher Recipient.
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8.2. Roles of Parties. Each party is an independent controller of the Agency Personal Data and the Uber Personal Data.
Agency will provide Agency Personal Data to Uber, for the provision of services as described in this Product Addendum. Agency
will only process Uber Personal Data for administrative purposes, to manage access control and for activity review purposes.
8.3. Lawfulness. Agency agrees to inform, and have an applicable legal basis to process personal data, and, where
necessary, obtain consent from each Voucher Recipient: (a) to provide the Voucher Recipient ’s personal data to Uber; (b) for
Uber to provide Agency with detailed information on, and real-time trip status of, the rides or meals charged to Agency's
Corporate Account; and (c) to receive SMS messages and emails from Uber, and for Uber to otherwise contact each Voucher
Recipient for the purpose of providing the Uber Service or to provide any communications pursuant to the Agreement.
8.4. Data Restrictions.
8.4.1. Agency Restrictions. Agency agrees that it will use (or authorize the use of) Uber Personal Data and the
Dashboard solely for legitimate business purposes, and will limit access to Uber Personal Data and the Dashboard solely
to Agency’s personnel who have a legitimate business need to access such Uber Personal Data and the Dashboard. Agency
will not disclose Uber Personal Data to any third parties unless expressly authorized in writing by Uber, and who are in
each case bound by privacy and security obligations regarding Uber Personal Data at least as restrictive as those
contained herein.
8.4.2. Uber Restrictions. Uber agrees that Uber shall only use or disclose Agency Personal Data for the purposes
described in this Agreement.
8.5. Compliance with Data Protection Laws. Each party shall comply with the obligations applicable to it under the Data
Protection Laws with respect to the processing of personal data.
8.6. Public Records Laws. Uber acknowledges that Agency may be subject to public records disclosure laws. Agency agrees
to make diligent efforts to limit disclosure pursuant to any available bases stated in [STATE FOIA LAW] or other applicable law,
to notify Uber of such disclosure requirements at least five (5) days before disclosure, and to allow Uber reasonable
opportunity to object to production. If Agency determines the material is not exempt from public disclosure law, Agency will
notify Uber of the request and allow Uber twenty (20) business days to take whatever action it deems necessary to protect its
interests. If Uber does not take any such action within said period, Agency may release the portions of record(s) deemed by
Agency to be subject to disclosure. If Agency is required to release Uber ’s Confidential Information, it agrees to use any
available authorities to redact personal or business Confidential Information from such records to the extent permissible by
applicable law and final judgment.
8.7. Nonpublic Information. If Agency mistakenly, inadvertently or inappropriately obtains access to any personal data
related to an Uber Voucher or the Uber Services utilized by a rider or other Uber user in connection with this Product
Addendum, Agency shall immediately notify and return it to Uber (and shall cause its Representatives to do the same). Agency
shall not (i) copy, duplicate or otherwise reproduce or retain any portion of any personal data in any form or manner
whatsoever, nor permit any of its Representatives to do so, nor (ii) enhance any database or any other files or other media by
using any personal data.
9. Indemnification.
9.1. In addition to Agency’s indemnity obligations under the Agreement, Agency will also indemnify, defend and hold
harmless Uber, its Affiliates, and its and their respective directors, officers, employees, consultants, agents, successors, and
assigns from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable outside
attorney fees) with respect to any third party claim, suit, action, or proceeding arising out of or related to the Programs and
Agency ’s use and distribution of Uber Vouchers including but not limited to Agency’s marketing, advertising, promoting,
communicating, or delivering any such Uber Voucher to Voucher Recipients in any manner in any media. For avoidance of
doubt, in the event that Voucher Recipients are unable to redeem an Uber Voucher because the funds attributable to such
Uber Voucher have already been used, Agency shall indemnify Uber for any claims made by such Voucher Recipients.
9.2. Uber shall provide prompt notice to the Agency of any potential claim subject to indemnification hereunder. Agency
will assume the defense of the claim through counsel designated by it and reasonably acceptable to Uber. Agency will not
settle or compromise any claim, or consent to the entry of any judgment, without written consent of Uber, which will not be
unreasonably withheld. Uber will reasonably cooperate with the Agency in the defense of a claim, at the Agency’s expense.
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10. Use of Agency Logo. Agency hereby grants to Uber the right to use Agency ’s Marks, subject to Section 7.1 of the
Agreement, in the Uber App, push notifications, emails, and SMS messages to help Voucher Recipients identify Uber
Vouchers created by Agency.
11. Effect of Termination. Accrued and outstanding payment obligations, Sections 1, 3, 7 – 10 shall survive the expiration or
termination of the Agreement.
An authorized representative of each party has caused this Product Addendum to be duly executed as of the Product Addendum
Effective Date.
UBER TECHNOLOGIES, INC. [COUNTERPARTY NAME]
By: By:
Name: Name:
Title: Title:
Date: Date:
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Uber Transit
Exhibit 1
Scope of work
Dashboard Access Agreement
Program Details
Name of program
Location of services
Background/purpose What prompted this project?
What is your vision for it?
What does success look like?
Scope/objective What problem are we trying to solve?
What are the requirements?
What other third-party partners or software providers will participate in the program?
Target audience/special
eligibility requirements
Program budget Monthly budget: (Please provide an estimate so we can ensure enough credit)
Annual budget:
Contract budget:
Funding source [ ] Federal: _____________________
[ ] State: _______________________
[ ] Local: _______________________
[ ] Other: _______________________________
Deliverables
Program start date
Period of performance Contract term(s)
Products [ ] Uber Vouchers
[ ] Uber Central
Vehicles [ ] Uber X
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Uber Transit
[ ] Uber Green
[ ] Uber Comfort
[ ] Other: _______________
Geographic restrictions
Please note for all geographic restrictions the agency should be prepared to provide Uber
with a shapefile in KML or GeoJSON format.
Days of operation Monday - Friday
Hours of operation 9:30 AM - 11:30 PM
Agency subsidy level per trip
What is the subsidy amount the agency is offering, for example, up to $15 per trip.
Rider fare
If the rider should be responsible for an upfront fare, please define that fare structure here,
Subsidy allowance per person
Is there a usage cap, for example, 10 Uber Vouchers per month?
Reporting
Data reporting [ ] Unique trip ID
[ ] Date/time
[ ] Cost/fare
[ ] Trip origin/destination
[ ] Include lat/Long data
[ ] Trip distance
[ ] Trip duration
[ ] Other: _____________________ (special requirements per client’s SOW)
Billing
Billing method [ ] Credit card
[ ] ACH (must meet $2K monthly spend to activate)
Special requirements
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Uber Transit
Special conditions [ ] Include tip with subsidy
[ ] Uber Central special requirements:
[ ] Bulk Upload/Batch rides
[ ] Round trips
[ ] Recurring trips
[ ] Multi-destination trips
[ ] Flex trips
[ ] Sales tax exempt (Must include supporting documentation, does not apply to
Vouchers)
[ ] Other : _____________________ (special requirements per client’s SOW)
Please note any special requirements (reporting format, delivery method, frequency),
marketing support, cash collection, and service legal agreements here.
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Uber Transit
Exhibit 2
Trademarks and Territory
Uber Marks
Trademark Description Territory
UBER Word mark United States
Rider Logo United States
Agency Marks
Trademark Description Territory
[INSERT AGENCY MARKS HERE]
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