1. Zero-Commission Day Pass Model
- 100% Fare Retention: Hoppr operates on a zero-commission subscription model. Captains retain 100% of all gross ride fares, distance charges, and rider-contributed tips.
- Day Pass Fee: To access the platform and receive ride dispatches, Captains activate a Day Pass, valid until 11:59 PM on the day it is bought:
- Hop (Two-wheeler Petrol): ₹19 / day
- Spark (Two-wheeler Electric): ₹19 / day
- Auto (Three-wheeler): ₹29 / day
- Cab (Four-wheeler): ₹59 / day
- Refunds of the Day Pass: If you buy a Day Pass and do not complete a ride that day, you may cancel it for a full refund from the Earnings screen. Once you complete your first ride of the day, the Day Pass is non-refundable.
- Payment Settlement: All accumulated ride earnings are settled nightly directly to the Captain's registered UPI virtual payment address with zero deduction fees.
2. No-Show Pay
If a rider has not arrived five (5) minutes after you reach the pickup point, you may end the trip as a rider no-show from the pickup screen. You receive ₹20 of no-show pay, credited with your nightly settlement. Riders are told when the no-show window is running out.
3. Safe Refusal Rights
- Zero-Penalty Rejection: Captains are empowered to refuse or cancel any trip if they perceive an immediate threat to their personal safety, vehicle integrity, or if the passenger appears intoxicated or belligerent.
- Safe Refusal Process: Using the "Safe Refuse" button on the navigation screen logs the incident directly with the operations control room with ₹0 penalty, no impact on tier standing, and zero platform demerit points.
- Helmet Refusals: A rider who declines the pillion helmet may be refused under this section.
4. Welfare Levy Handling
State gig-worker welfare levies are handled by Hoppr and are never deducted from Captain earnings:
- Bengaluru: a welfare fee of 1% per ride, capped at ₹0.50 for Hop and Spark, ₹0.75 for Auto and ₹1.00 for Cab, paid by Hoppr.
- Mumbai: the state welfare levy of 2% per ride, covered by Hoppr during launch.
Every levy paid on your behalf is shown on your daily earnings breakdown.
5. Statutory Compliance and Regional Regulations
- Bengaluru Operations: Captains in Karnataka operate under the High Court order and must possess a valid driving license (MCWG), vehicle registration (RC), commercial insurance, and completed police verification.
- Mumbai EV Mandate: In compliance with Maharashtra State transport directives, all two-wheeler commercial bike-taxi Captains in the Mumbai Metropolitan Region (MMR) must operate 100% battery-electric two-wheelers (Spark tier) and possess a valid Public Service Vehicle (PSV) badge.
- Training: Before going online, every Captain completes Road Ready training: 5 modules plus the full induction required by national aggregator guidelines.
6. Suspension and Appeals
- Grounds: Accounts may be suspended for safety incidents, repeated verified Fare Lock reports, document fraud, or expired papers. Repeat Fare Lock reports first lead to retraining, then suspension.
- Notice: Except where a rider's or Captain's immediate safety is at risk, we tell you the reason for a suspension in the app and by SMS before it takes effect.
- Appeal: You may appeal within 7 days from the Captain Line or at any Captain Hub. An appeal is reviewed by a person who was not involved in the original decision, and you will receive a written outcome within 7 days of filing.
- Earnings on Hold: Earnings already made are never withheld because of a suspension and are settled on the usual nightly schedule.
7. Captain Line 24×7 Support
Hoppr provides dedicated round-the-clock priority voice assistance for active Captains ("Captain Line"). Captain Line aims to call you back within 90 seconds for any operational or route issue.