Terms of Service for Riders

Metro Micro User Agreement

Last updated: September 27, 2022

  1. General
  2. Minimum Account Balances, Fees and Charges
  3. Mobile Alerts
  4. Termination
  5. Changes
  6. Release & Indemnity
  7. Failure to Comply
  8. Personal Information Notice
  9. Governing Law
  10. Communications
  11. Health & Safety
  12. Accessibility Accommodations

1. General

Each individual using the Micro website [www.metro.net/microtransit or www.metro.net/micro or https://book.metro-micro.net and https://api.metro-micro.net] (the “Website”) or the Micro mobile application (the “App”) and who thereby establishes with the Los Angeles County Metropolitan Transportation Authority (“Metro”) an account to use Metro’s on-demand transportation service (“Metro Micro” or “Micro”) within the County of Los Angeles shall be subject to this Agreement. This Agreement (“Agreement”) accompanies and is part of each Metro Micro account (including any sub-accounts that a primary account holder establishes for another person). Your creation of an account constitutes your acknowledgement of and consent to the terms of this Agreement. Metro reserves the right to limit or withhold this service from any individual who violates this Agreement or Metro’s Customer Code of Conduct (“Code of Conduct”) or  owes past-due amounts to Metro, to suspend any such individual’s account temporarily or indefinitely, and to otherwise restrict services or deny any such individual from establishing a new Micro account. Each individual who utilizes Metro Micro is expected to abide by this Agreement and the Code of Conduct, regardless of whether or not they hold a Micro account. Each individual who utilizes the App must adhere to the software platform terms of service.

You agree to:

a. Pay all fees charged to your Metro Micro account unless properly disputed within the time period set forth below.

b. Use Micro in accordance with instructions provided to you in the Micro app, the Micro website or the Metro Call Center agent upon booking a trip.

c. At the time of booking a trip, accurately indicate the actual number of passengers who will travel under your Metro Micro account. In the event that the number of passengers or service animal information changes, the account holder must provide Metro with the updated information before the vehicle arrives for pick-up.

d. Pay the fare for all passengers utilizing Micro under your account.

e. Verify with the operator of the vehicle that your trip is booked for that vehicle prior to entering it.

f. Obey and be subject to all applicable laws, regulations, and policies of the Metro Micro agreement and facilities including the Code of Conduct. Micro customers must wear seatbelts within vehicles as required by law.

g. Be notified by email or other means otherwise provided by law of violations, infractions, restrictions, and limitations that may occur.

h. Promptly review your email receipts and notify the Metro Customer Call Center of any disputes regarding charges. Charges not disputed within 30 days of the receipt date will be deemed valid.

i. Provide a valid email address for notification purposes, and report any changes to your name, phone number, e-mail address, and/or billing information (credit/debit card number and expiration date, billing address, TAP card number) as soon as they become available to you.

2. Minimum Account Balances, Fees, and Charges 

a. If you selected credit or debit as your method of payment, you authorize Metro to charge your card for the cost of each trip booked through your Micro account.

b. If you select the Transit Access Pass (“TAP”) as your method of payment:

  • You agree to abide by the Terms of Service for TAP
  • You agree to abide by the Cardholder Agreement. You authorize Metro to deduct the cost of the trips booked from your TAP account balance.
  • You agree to have sufficient funds within your TAP account and/or sufficient stored value within your TAP card to cover the cost of the trip. If there are insufficient funds, boarding may be denied. Metro Micro does not accept cash or check as methods of payment.

c. You agree that the total cost of each Metro Micro trip will vary based on the type of trip that is booked (e.g. number of passengers, additional space required for items such as luggage, whether the bike rack is utilized, etc.).

d. You agree that the fare of the Metro Micro service is subject to change at any time.

e. You will remain liable for all fees charged per trip on your account as a result of a lost or stolen credit card until you have notified Metro Customer Relations of your lost or stolen credit card.

3. Mobile Alerts

Metro Micro customers will receive mobile text alerts regarding changes in ride status. By establishing a Metro Micro account, you agree to receiving text messages through your wireless provider. You are responsible for all charges and fees associated with text messaging as imposed by your wireless service provider.

4. Termination

Metro may terminate this Agreement at any time. Notice of termination may occur in person, in writing, via email, or by phone or text message. Following any termination, you remain responsible for payments owed under this Agreement for obligations incurred prior to termination. If you do not provide payment of any outstanding amounts, you will remain liable for all such amounts notwithstanding any termination of the agreement and you may be subject to collection actions for any unpaid amounts.

5. Changes

Metro reserves the right to change the terms of this Agreement and its policies at any time. You will be deemed to have accepted all changes to the terms of this Agreement by use of the Metro Micro service.

6. Release and Indemnity 

You hereby release Metro and its directors, officers, employees, and agents from all loss, damage, or injury whatsoever, known or unknown, arising out of or in any manner connected with the use of the Metro Micro service. You agree that Metro and its directors, officers, employees, and agents will not incur any obligation or liability for any such loss, damage or injury. You agree to indemnify, protect, and hold harmless Metro and its directors, officers, employees, and agents from all liability for any loss, damage, or injury to persons or property arising from or related to your use of the Metro Micro service.

7. Failure to Comply 

If you fail to comply with any portion of this Agreement, you will be subject to all fees and penalties provided by law, this Agreement or the Code of Conduct. Any unpaid trip costs may be referred for collection action or other remedies, including but not limited to the suspending of your account, attachment by the Franchise Tax Board, civil judgments, and other actions as provided by law. Metro and its agent(s) may debit your Account for all fees and penalties. If you do not provide a payment method with sufficient funds to cover costs, you may receive a notice of suspension of your account, either temporarily until the costs are paid or indefinitely. Metro will attempt to apply all outstanding costs and fees to your Account in a timely manner.

8. Privacy Policy 

Metro’s treatment of personal information, personally identifiable information, non-public personal information and protected health information, as applicable, is described in the Privacy Policy available at https://micro.metro.net/privacy/ and is consistent with Federal and State laws governing an individual’s rights to privacy.

Your disclosure of personal information related to this program is voluntary. Failure to provide the information requested may result in delays in providing updated account information. Metro may be sending you promotional materials. If you do not wish to receive these materials, customers can control these preferences by contacting Metro Customer Relations. Personal information provided by you and any data developed as a by-product of your use of the electronic application will not be made available to third parties except as described in this Agreement, in our Privacy Policy or unless permissible by law. You retain the right to inspect all personal information pertaining to your account. Any inquiry or request to obtain information, in accordance with the above provisions, should be directed in writing to Metro Customer Relations along with your name, email address, and phone number attached to your account.

9. Governing Law 

This Agreement shall be interpreted in accordance with the laws of the State of California. If any term of this Agreement is found to be invalid, such invalidity shall not affect the validity of the remaining terms

10. Communications

Please address all inquiries and notices, including with respect to disputes regarding charges to your account, to:

Metro Customer Relations

Mail: One Gateway Plaza 99-PL-4, Los Angeles, CA 90012-2952

Phone:  (213) 922-6235

For booking purposes only, contact:

Metro Customer Information Department: (323.GO.METRO) (323.466.3876)

TDD/TTY: Use the California Relay Service at 711 + 323.GO.METRO (323.466.3876) Hours: Monday – Friday: 5:00am – 9:00am, Saturday – Sunday: 6:00am – 6:00pm

Website: www.metro.net/micro

You represent and warrant that the email address and phone number that you provide to Metro as part of the account creation is accurate. You will also access your account profile and update your email address and/or phone number immediately when such information changes

11. Health and Safety 

You hereby agree to comply with all lawful orders and directives given by an authorized Metro representative relative to Metro facilities or vehicles consistent with the Code of Conduct, including any instruction to leave a Metro vehicle or facility for safety reasons, for a violation of the Code of Conduct, or following a notice of ejectment or exclusion. You agree to comply with any local, county, and state public health orders regarding COVID-19 or other health emergency while using the Micro service. If you do not comply with any of the foregoing requirements as stated herein, this may result in your account being temporarily or indefinitely suspended, terminated, or other remedies at law.

12. Accessibility Accommodations 

a. Securement: Wheelchair and mobility device securement is required within vehicles and Operators will provide assistance with securement. Customers must not block the use of the wheelchair securement area. Customers may be exempt by the requirement to wear seatbelts if they are prevented by a disabling condition.

b. Service Animals: Customers agree to indicate the need to travel with a service animal upon booking a trip. Customers with service animals must follow requirements as stated within the Code of Conduct.

c. Priority Seats: The seats nearest the doors are priority seats for customers with disabilities who require them. Able-bodied customers occupying priority seats must relocate to another seat upon request for use by a customer with a disability or for an older adult.

d. Carts and Strollers: Carts and strollers must not block access for customers or create a safety concern.

e. Personal Care Attendant (“PCA”): PCAs must have the same origin and destination as the customer they are accompanying.

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