Frequently asked questions

 

Riders

Can I book a Shebah in advance?


Yes! You can book a trip up to 14 days before the scheduled pick-up time, and a minimum of 1.5 hours ahead.




How do I cancel a trip?


For advance bookings: 1. Touch the girl emoticon at the bottom right screen of your app. 2. Click “Upcoming Trips” and touch the trip you wish to cancel. 3. Swipe the trip from the right to the left side of the screen. A little red “cancel” button will appear; click on it to cancel the trip. You will not be charged so long as you cancel over an hour before the scheduled pick-up for the booking. For instant bookings: 1. Tap the cancel button in the lower right corner of the screen. 2. You will be asked if you are sure you want to cancel the ride. To cancel, slide the green arrow to the right. You will not be charged as long as you cancel before the 5 minute mark of your being accepted. The same rules also apply for Shebah Drops trips - both instant and advance Drops.




Can I drink alcohol in a Shebah?


As a policy, we do not allow open bottles of alcohol in Shebah vehicles.




How can I contact my driver?


You can contact your driver in two ways – call or text. If you’ve made an Advance Booking, you can get in touch with your driver through the app: Head to your profile by clicking on the girl emoticon in the bottom right corner of the home screen Click on ‘Upcoming trips’ Touch the phone icon and choose to call or text. If you’ve made an instant booking, you can contact your driver directly by touching the text or phone icon at the bottom of the screen.




Why have I been charged twice? / Why do I have multiple receipts?


You may receive additional receipts or charges for 2 reasons: 1. If your trip exceeds the estimated fare cost you will be charged a second time to cover the difference. 2. If you tip your driver the tip will be processed as a separate payment.




Do I need to book a child seat?


If your child is under eight years old, yes you need to book a child seat! Although it’s not a legal requirement in all states and territories, if you’re riding with Shebah, you need to book that booster. You can book child seats in the ‘Ride Extras’ menu when you book your trip. Each child seat required corresponds to an additional $11 facility fee. *Please note that Shebah does not permit passengers to use their own personal child seat or booster seat. See below.




How do I book a ride for my child/ren?


Our drivers must receive instructions from a parent or legal guardian to drive the little ones. The account holder (an adult) can make the booking on behalf of their child and be available and in contact with the driver. If your child has a smartphone, you can share your account with them by downloading the app on their phone and using your login. In both these scenarios, you can watch on your app as the ride takes place. To book a trip for an unaccompanied minor, select ‘Ride Extras’ > ‘Child Riding Alone’ to enter the guardian contact details and child name. Your driver will be notified with the guardian’s contact details to confirm pick up details. You can also make Advance Bookings of course, and choose your preferred driver! And the rule still stands: The driver can only take instructions from a parent or guardian, and they must have direct access to the account holder. Drivers receive an email and text message before an unaccompanied minor trip which gives them links to direct contacts with the guardian of the minor taking the trip. This is particularly important in case of an emergency but are just as useful to allow drivers to let guardians know when a child has been picked up or dropped off and is safe and sound.




Who can ride in a Shebah?


Shebah is a service exclusively delivered to all women and children. However, there are specific circumstances in which male passengers can access our service. The below covers the three scenarios in which boys and men can use our service: 1. Boys under 18 can travel unaccompanied in the following contexts: Boys up to 12 years of age can travel unaccompanied any time Boys aged 13 to 18 years, can travel unaccompanied until 5pm. However, boys aged between 13 and 18 can travel after 5pm if this booking has been arranged with a Preferred Driver through the Preferred Driver feature in the app. 2. Boys under 18 years can travel any time if accompanied by their mother or a female guardian. 3. An adult man can travel in a Shebah if a baby or booster seat is required for the trip. If a woman is accompanying the man and child, Shebah respectfully requires the adult male passengers to ride in the backseat.




How much does a Shebah trip cost?


Need a Fare Estimate?: To get a fare estimate, simply download the Shebah app, enter in your pickup and drop off details, click ‘Set pickup location,’ and a fare estimate will appear in the bottom of the screen. Fare estimates for XL vehicles and Shebah Drops can also be found here. Our Rates: Shebah’s rates vary based on the state you take your trip in, but the minimum fare, cancellation fee and baby seat charge are the same across Australia. We include GST in our fares, and 85% of every fare goes straight to your driver. There is a $2 booking fee for advance bookings, a $1 fee if you request a preferred driver and baby seats cost $11 per seat. See ‘Can I book a Shebah trip in advance?’ for more information. The passenger fare is calculated as: Base rate + (cost per minute × time in ride) + (cost per km × ride distance). In Victoria, Queensland, Tasmania, South Australia and Western Australia, the base rate is $3.30 in off peak times, $3.63 in peak times, and x$3.96 in premium peak times. In NSW and the A.C.T, the base rate is $4.14 in off peak times, $4.55 in peak times, and $5.16 in premium peak times. Peak periods are: 5am – 9am and 4pm- 7pm Monday-Friday, Friday 10pm – midnight, and Saturday 6pm – midnight. Premium peak period: midnight – 5am Monday-Sunday. Your fare will include tolls if the trip goes through a toll road. If you wish to take a route that avoids tolls, please let your driver know. There is a minimum fare of $11.66, which will also be applied if you cancel a trip. Advance Booking Cancellation Fee: If you cancel your ride within an hour of your scheduled departure time, you will be charged $17.16, and the $2 booking fee. Meaning the total comes to $19.16.




Do cancellation fees apply?


A cancellation fee of $11.66 applies if you cancel after 5 minutes of booking an instant trip. A cancellation fee of $19.16 applies if you cancel within 1 hour of an advance booking pick-up. This is to cover the driver’s time and petrol spent heading to you.




Can I request extra car seats and room for luggage?


Yes! From within the app you can select which type of car seat you need and how many of each you will need. You can also request an XL (extra large) vehicle if you need extra seats for more people or need room for luggage.




Can I take pets?


Yes! Just select ‘Pets’ under ‘Ride Extras’ when you’re booking your trip. Please bring a blanket or carrier for your pet to travel on.




I haven't taken a trip, so why did Shebah deduct $2 from my account?


Before you book your first trip, you’ll be asked to add a payment method to your account. A temporary hold of $2 will be deducted from your account to ensure that your card is valid. Don’t worry, the $2 is immediately refunded and at no time is it captured by Shebah.




How do I book my preferred driver?


Shebah’s preferred driver feature is a world first for rideshare! - You can book your preferred driver when you schedule a booking in advance. - You can only select from drivers with which you have already taken a ride. - There is an additional cost of $3 if your preferred driver accepts the trip. You are also able to select your Preferred Driver for the Shebah Drops feature. Just make sure the ‘drop’ button is highlighted in green instead of the ‘ride’ button.




Is Shebah affiliated with NDIS?


Shebah is not associated with NDIS. However, Shebah can be chosen as your preferred rideshare service provider, which means you may be able to claim a refund or partial refund according to your policy.




How do I book a Drop with Shebah?


The Shebah app also has an option to drop items straight to your front door. To arrange a Shebah Drop, follow the easy steps below: 1. Arrange an order and payment method with your local store of choice (this needs to be done independently by you). 2. Open the Shebah app and add the store as the pick up location and your house as the drop off location. 3. Touch the ‘Drop’ feature. An estimate fee will have been automatically generated. Ensure this ‘Drop’ button is highlighted in green instead of the ‘Ride’ button. 4. Add delivery item and pick-up details in the relevant box. 5. Choose to ‘Drop Now’ or ‘Drop Later’.




Can I use my own child seat or booster seat when travelling with a child?


Shebah does not permit passengers to use or install their own personal baby seat and/or booster seat in a Shebah vehicle. If your child requires a baby/booster seat please identify what kind of seat/s and how many of each you require in the 'Ride Extras’ menu after you input the pick-up and drop-off addresses for your trip.





Drivers

What do I need to know about driving vulnerable passengers?


We consider vulnerable passengers to be anyone who might require a bit of extra time to transport. Kids traveling in car seats with or without an adult, older frail passengers or people who are either temporarily inhibited by an accident or illness or someone who is using some form of an aid such as a wheelchair or walking stick or assistance dog. The following 4 points are common sense but worth spelling out to reassure drivers and passengers in those “What if…?” moments. Place passengers on the left hand side of the car and let them out onto the footpath. Always ask passengers what form of physical help they require if any. People know where and how they like their bodies to be moved. If kids are travelling with their mum or guardian feel free to offer them a treat but if they’re on their own please don’t. We don’t know what allergies children might have or food preferences parents prefer. If at any time you are seriously concerned about a passenger, if someone becomes very faint or confused, call triple zero and ask for an ambulance. If someone who is meant to be meeting an unaccompanied child fails to arrive call the parent/guardian contact number. It’s a condition of riding with us that parents and guardians are contactable by phone while their unaccompanied kids are in transit. Wait for five minutes then try again. If there is still no response remain calm and quietly call triple zero and ask for the police. End the trip once the children are safely with the police. Make a note on the app and call the office for debriefing. You can contact the office to discuss things that concern you regarding the well being of children at any time. It’s unlikely you will encounter all of these scenarios, but if you do it’s good to have a plan. P.S. Remember not to pat assistance dogs without permission from their owner – as cute as they may be.




Can I take trips if the rider doesn't have the app?


No. It’s a legal requirement that Shebah drivers only take payment for trips through the app – cash or any other form of direct payment cannot be accepted.




Do new cars need a roadworthy certificate?


If your car is 12months or older, you’ll need a roadworthy certificate/vehicle inspection/safety check AND you’ll need to renew this annually.

Shebah also accepts redbook inspections.




Do we accept rental car insurance?


Yes! What we need to see is the vehicle registration, your name and if possible an expiry date. If you have an ongoing rental agreement (where you pay monthly for the rental) set your expiry to the same expiry date of your car registration.




What if a man or a couple tries to get in the car?


Our policy is to refuse the trip. The passengers will need to cancel the trip, and they will be charged a cancellation fee. An adult male can only ride in a Shebah if he is accompanying a child in need of a child seat. If you feel you are uncomfortable or in danger, you can report the incident to HQ via +61 03 8640 9954 or [email protected] We would also recommend contacting 000 in case of an emergency.




How much will I earn driving with Shebah?


You keep 85% of your fares, and enjoy higher rates than other rideshares. You earn more during peak times, and fares are inclusive of GST and tolls! Drivers also receive 100% of the tips they receive from passengers, excluding transaction and processing fees from 3rd party companies




What will I need to become a Shebah driver?


You will find detailed information and state-based breakdowns of what you’ll need on our Drive page.




Do I have to carry a baby seat or booster seat?


If you want to pick up a child under the age of 8, you must carry a child car restraint for kids aged 4–8 years. If a child’s eyes are level with the headrest, they can safely wear a sash belt. If not, that kid needs a booster.

These are completely portable and can be stored in your boot. You don’t get a fee when it’s not requested but you feel good being safe.

To pick up a child aged 0–4, you’ll need to provide a baby seat. From birth to 6 months, the baby seat needs to be rear facing, and from then to age 4 it’s upright – both are bolted. You’ll be paid an extra $9.35 per seat when a passenger requires specialised child seating.

Choice has a great summary of current laws.




Can I drive for Shebah and another rideshare service?


Yes, you are an independent contractor when you drive for Shebah and you are allowed to drive for any other rideshare service you like.




What do I need to know about driving unaccompanied children?


Kids are very vulnerable and their protection and safety is paramount. We will provide you with great sensible advice from the obvious (don’t offer them food due to allergies) to the more complex situations where you are concerned about a child’s wellbeing.




How much does it cost to become a Shebah driver?


Shebah doesn't charge any sign-up fees, however there are costs associated with becoming a rideshare driver in each state; industry specific licensing, vehicle checks, etc. Indicative costs (excluding insurance) as of August 2019 are as follows: Australian Capital Territory - $300 New South Wales - $284 Northern Territory - $530 Queensland - $430 South Australia - $210 Tasmania - $250 Victoria - $420 Western Australia - $470




Do I need to supply my manufacturer's maintenance manual?


Vehicles must be serviced by a licenced mechanic according to the manufacturer's maintenance standards. Unless you are based in New South Wales, you do not need to supply your manufacturer's service manual to Shebah. If you are based in New South Wales, you may be randomly selected (five drivers every month) to provide your manufacturer's maintenance manual for proof of service.




What do I do if my car has a maintenance issue?


Shebah require's you to immediately notify customer support of the maintenance issue through the driver app. Some examples of maintenance issues include bald tyres, cracked winshield, broken side-mirror, faulty seat-belt, windscreen wipers and/or any non-functioning light etc.





General

Is Shebah Owned by Uber?


No, Shebah is a privately owned Australian company founded by George McEncroe.




Is Shebah trans friendly?


Yes, Shebah is unapologetically driven for women by women! That means all women are welcome.




Do you have a discrimination policy?


Shebah does not tolerate discrimination of any kind! We are intersectionally feminist, and we exist to shield all women from discrimination and provide comfort and reassurance. Our drivers are held to this standard through a mandate that they receive upon signing up with Shebah. Passengers are also held to this standard, and may not discriminate against drivers under any circumstances.





Gift Cards

Where can I purchase a Shebah gift card?


Shebah gift cards are available from the Shebah Shop www.shebah.com.au/shop.




How do I use my Shebah gift card?


1. Download the Shebah Rider App from the App store (the green one!) 2. Create your Shebah rider account- don’t forget to add an active credit or debit card before adding your gift card. 3. Within the app, tap the little head icon on the bottom of the screen to open your profile 4. Select ‘Payment and Gift Card’ and enter your unique Gift Card code. 5. You’re ready to roll, enjoy your ride! *Why do I need to add an active credit or debit card if I am paying with a Gift Card? This is the payment process the Shebah app follows to ensure the rider can cover the cost of the fare, prior to the trip. You may see a ‘hold’ placed in your bank account equal to the fare estimate, however this amount will only be deducted from your gift card, not your credit card. Please note, gift cards will be the defaulted payment method until the credit amount on the gift card has been redeemed. Gift card credit cannot be redeemed on Split Fare trips, cancelation fees and only one gift card can be credited to your account at a time.




What can I use my Shebah gift card for?


Shebah gift cards can be redeemed for credit in the Shebah Rider app. This credit can be used for trips (excluding Split Fare trips) and Shebah Drops.




How do I check the balance of my Shebah gift card?


Open the Shebah Rider app and select ‘Payments & gift cards’ under the ‘Profile’ section.




My Shebah gift card isn’t working, what do I do?


1. Check that you have correctly input the unique ID number on your Shebah gift card. 2. Ensure you don’t already have an active gift card credited to your account. Only one gift card can be applied to your account at a time, you will need to use up all the credit from any previous gift cards before applying a new one to your account. 3. Check the expiry date on the gift card. Shebah gift cards expire 3 years after the date of purchase. 4. If your gift card still doesn’t work contact our friendly support team.





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