Terms of Service for Riders

Metro Micro User Agreement

Last updated: 12/12/2020

  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 “Appthereby 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. 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 withhold this service from any individual with outstanding violations of this Agreement or Metro’s customer code of conduct (“Code of Conduct”) or otherwise owes past-due amounts to Metro, to suspend any such individual’s account temporarily or indefinitely, and to restrict any such individual from establishing a 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 your 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 fee for all passengers utilizing Micro under your account.

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

f. Obey all applicable laws, regulations, and policies of the Metro Micro facilities. Micro customers must wear seatbelts within vehicles as required by law.

g. Promptly review your receipt 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.

h. Report any changes to your name, mailing address, telephone 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.
  • 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, the trip will be cancelled. Unfortunately, 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 the Metro Micro Customer Call Center 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 and for any reason. Following any termination, you remain responsible for payments owed under this Agreement for obligations incurred prior to termination. If you do not provide an adequate method of payment, you will remain liable for all such amounts and you may be subject to collection actions for any unpaid fees.

5. Changes

Metro reserves the right to change the terms of this Agreement and these 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 the 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, including but not limited to the withholding of your account, intercept 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 www.metro.net/microtransit 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 within the Micro app, by contacting the Metro Call Center. Personal information provided by you and any data developed as a byproduct 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 the Metro Call Center along with your name, address, and account number.

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 Call Center

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

Telephone: 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/microtransit

Revised December 2020

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, including any instruction to leave a Metro vehicle or facility for safety reasons, for a violation of the code, or following a notice of ejectment or exclusion. You agree to comply with any local, county, and state public health orders regarding COVID-19 while using the Micro service. If you do not comply to any of the above, this may result in your account being temporarily or indefinitely suspended.

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. Customers occupying priority seats must relocate to another seat upon request (if able) for another 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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