Terms of Service

TroTro is a transportation platform that connects families with vetted drivers to safely transport children to and from school and other approved destinations. TroTro arranges, coordinates, and monitors these rides. We are currently operating a controlled pilot, and these Terms reflect that stage of the service.

TroTro provides:

• Scheduled transportation for your child between approved pickup and drop-off locations.
• Vetted, verified drivers who meet TroTro’s safety standards.
• Live trip tracking and pickup and drop-off notifications during active rides.
• Customer support before, during, and after rides.

TroTro coordinates transportation; drivers operate their own vehicles. TroTro is not a school, a childcare provider, or a common carrier.

You agree to:

• Provide accurate and current information about your child, your contact details, and pickup and drop-off locations.
• Keep your account, schedule, and emergency contacts up to date.
• Ensure your child is ready at the scheduled pickup time and location.
• Inform TroTro of any medical, behavioral, or accessibility needs relevant to safe transportation.
• Communicate schedule changes and absences as early as possible.

You are responsible for the accuracy of the information you provide. TroTro relies on it to deliver the service safely.

• Your child should be ready and waiting at the agreed pickup location at the scheduled time.
• Drivers will wait a reasonable, limited time at pickup (see Late Pickup Policy below).
• At drop-off, your child will be released only to an authorized location or an authorized person as you have designated.
• For younger children or where you have requested it, drop-off requires an authorized adult to receive the child. If no authorized person is available, TroTro will follow the emergency procedures in Section 21.

• You must designate who is authorized to receive your child at drop-off.
• TroTro and its drivers may request identification to confirm an authorized person before releasing a child.
• If an unauthorized person attempts to receive your child, the driver will not release the child and will contact you and TroTro support.
• You are responsible for keeping your list of authorized persons current.

• Rides are arranged according to the schedule associated with your account and plan.
• Recurring schedules (for example, weekday school transportation) continue until changed or cancelled.
• One-time or changed rides are subject to driver availability, especially during the pilot.
• Schedule changes should be requested through the app or support with as much notice as possible.

• Drivers will wait a reasonable, limited period at the pickup location (typically a few minutes) to keep the route on time for other families.
• If your child is not present within that window, the driver may need to continue the route, and the ride may be recorded as a missed pickup.
• Repeated late or missed pickups may affect scheduling. Please contact support promptly if your child will be late or absent.

Transportation may occasionally be delayed, rescheduled, or unavailable due to circumstances including traffic, mechanical issues, driver availability, weather, road conditions, or events beyond our reasonable control. We will make reasonable efforts to notify you and to arrange alternatives where possible. During the pilot, service availability may be more limited than at full launch.

• TroTro follows the regular schedule based on the information associated with your account.
• On days a school is closed (holidays, planned closures, or unplanned closures), scheduled school transportation for that school will generally not run.
• You are responsible for informing TroTro of closures, early dismissals, or schedule changes that are specific to your child or school and that TroTro may not otherwise know about.

In the event of severe weather or unsafe road conditions, TroTro may delay, modify, or suspend service to protect the safety of children and drivers. We will make reasonable efforts to notify affected families. Safety always takes priority over schedule.

The driver assigned to your child may change from time to time due to scheduling, availability, illness, or operational needs. Any substitute driver is a TroTro-vetted, verified driver who meets the same safety standards. You can review your current driver’s verification status in the Trust Center at any time.

The vehicle used for your child’s ride may change when a driver uses an approved backup or replacement vehicle. Any substitute vehicle must meet TroTro’s vehicle standards, including registration, insurance, and safe operating condition.

• TroTro communicates with you through the app, push notifications, email, SMS, and/or phone.
• You agree to receive operational communications related to your child’s transportation (such as pickup, drop-off, delay, and safety messages).
• You agree to keep your contact information accurate so we can reach you, including in an emergency.
• You agree to communicate respectfully with drivers, support staff, and other users.

• Fees for the plan you select are billed through our third-party payment processor.
• By providing a payment method, you authorize TroTro to charge it for the rides and subscription you arrange, plus any applicable taxes and fees.
• The transportation service relationship is established by these Terms; payment authorization is a separate consent to be charged and does not replace these Terms.

• Many TroTro plans are offered on a recurring subscription basis (for example, monthly).
• Your subscription renews automatically each billing period until cancelled.
• Plan features, pricing, and availability may change; we will provide notice of material changes as required.

• You may cancel your subscription at any time through the app or by contacting support.
• Cancellation generally takes effect at the end of the current billing period, after which recurring transportation and billing stop.
• Cancelling a subscription cancels future scheduled rides associated with it.

• Subscription fees are generally billed in advance for the upcoming period and are non-refundable except where required by law or expressly stated.
• If TroTro fails to provide a scheduled ride due to our error, contact support; we may, at our discretion, provide a credit or adjustment.
• Refund and credit decisions outside of legal requirements are made at TroTro’s reasonable discretion during the pilot.

• Every TroTro driver passes identity, driving-record, background, vehicle, and safety checks before carrying a child, and is monitored on an ongoing basis.
• Children are expected to wear seat belts and use appropriate safety restraints as required by law and TroTro policy.
• You are responsible for providing any legally required child safety or booster seat needs information so TroTro can accommodate them.

• Children and adults using the service are expected to behave safely and respectfully toward drivers and others.
• Unsafe behavior that endangers a driver, a child, or others may result in the ride being ended, service being suspended, or the account being terminated.
• You are responsible for your child’s conduct during transportation to the extent reasonably within your control.

To the maximum extent permitted by law:

• TroTro provides the service on an “as is” and “as available” basis during the pilot.
• TroTro is not liable for indirect, incidental, special, consequential, or punitive damages.
• TroTro’s total liability arising out of or relating to the service is limited to the amount you paid to TroTro for the service in the period giving rise to the claim.
• Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence where the law does not permit its exclusion.

• In a medical or safety emergency, the driver’s first priority is the safety of the child, and the driver may contact emergency services (such as 911) as appropriate.
• TroTro will make reasonable efforts to contact you and your designated emergency contacts promptly.
• If an authorized person is not available to receive your child at drop-off, TroTro will attempt to reach you and your emergency contacts and will keep your child safe with the driver or staff until the situation is resolved.
• Please keep your emergency contact information accurate and current at all times.

TroTro collects and uses information needed to provide transportation safely, including your account and contact details, your child’s information, trip and location data during active rides, and payment information processed by our payment provider. We use this information to operate, secure, and improve the service, and we share it only as needed to provide the service or as required by law. For more detail, see the TroTro Privacy Policy at jointrotro.com/privacy and the TroTro Privacy Summary available in the app.

• TroTro may update these Terms from time to time.
• When we publish a new version, we will ask you to review and accept it before you continue arranging rides. The version you accepted, and when you accepted it, are recorded for audit.
• Previous versions remain available so there is always a clear record of what you agreed to.

Questions about the service or these Terms?

• Email: trotrotransit@gmail.com
• Contact form: jointrotro.com/contact
• In the TroTro app: Profile → Account → Help & Support