Transparency Notice on Automated Ride Dispatch

This notice from Emaride EU S.à r.l. explains, in broad terms, how the platform automatically assigns a ride request to a driver ("dispatch"). It addresses two audiences under two different legal bases:

• Passengers, as recipients of the intermediation service — Art. 27 of Regulation (EU) 2022/2065 (Digital Services Act).
• Fleet partners, as business users of the platform — Art. 5 of Regulation (EU) 2019/1150 (the "P2B Regulation"), which requires a description of the main ranking parameters and their relative weight.

This notice is informational and not a contractual guarantee of any particular outcome. It describes the logic in its main features, not the source code — Emaride is not required to disclose algorithms that could be misused to manipulate the assignment, but it must disclose the main parameters and their relationship to one another.

1. When an offer is created

Instant rides: At the time of booking, the system automatically and without manual intervention searches for a matching driver and assigns the ride. If no driver is available in the applicable zone, after 90 seconds the ride is automatically also offered to fleet partners of neighbouring zones within range ("zone fallback").

Scheduled rides: For a ride booked in advance, automated assignment starts at the latest 24 hours before pickup. Each eligible driver is offered the ride individually; if they do not respond, the offer automatically moves to the next candidate after 30 minutes. Where nobody has accepted 30 minutes before pickup — or an acceptance can no longer be honoured — the ride is assigned from that point like an instant ride (Section 3).

2. Which drivers are eligible

A driver is only eligible for an offer if all of the following criteria are met at the same time:

• They belong to the fleet partner assigned to the pickup postal code (or, in a zone fallback, additionally to a fleet partner of a neighbouring zone within range).
• They are registered in the same country as the ride.
• Their in-app status is online — not offline, not paused, and not locked.
• They currently have no other active ride.
• The fleet partner itself is not paused and not terminated.

The vehicle category chosen at booking determines the fare, but is not a criterion for driver selection — it does not narrow the pool of eligible drivers.

3. Ranking: main parameters and weighting

Among the drivers eligible under Section 2, a ranking determines who is offered the ride first. Which parameters govern that ranking depends on the type of ride.

Instant rides (including the zone fallback): distance 80 %, rating 20 %. Two parameters are decisive:

• the driver's distance to the pickup address (straight-line) with a weight of 80 % — the closer the driver, the better the rank; at 25 km and above, distance no longer contributes to the rank;
• the average passenger rating, normalised on a 0-to-5-star scale, with a weight of 20 %.

Distance is based on the last location report submitted by the driver app. If that report is older than four minutes, or if there is none, the driver is treated as maximally distant for the ranking; this does not exclude them, and they remain in the ranking via their rating. Where the overall scores are equal, the shorter distance decides; if the distances are exactly equal as well, the order among the affected drivers is not further determined. Where a ride exceptionally carries no pickup coordinates, no distance can be calculated and the rating alone decides.

Scheduled rides: two phases. For a ride booked in advance, two rules apply in sequence:

• Advance offers (from 24 hours until 30 minutes before pickup): rating only. In this phase the ride is offered to eligible drivers individually (Section 1). Many hours may pass between the offer and the pickup; a driver's current location then says nothing about their distance to the pickup address at the time of pickup and does not enter the ranking. The average passenger rating alone is decisive; in case of an exact tie in rating, the order among the affected drivers is not further determined.
• Assignment from 30 minutes before pickup: the same rule as for instant rides — distance 80 %, rating 20 %, including the treatment of stale location reports and of ties described above. This phase applies where no driver has accepted by that point, or where an acceptance can no longer be honoured. That close to pickup the current location is meaningful, and the ride is dispatched like an instant one. Where a driver has accepted and is available, they receive the ride without a further ranking.

If several fleet partners are eligible (zone fallback under Section 1), all drivers are ranked together in a single list — not fleet by fleet in sequence. Which neighbouring fleets are even queried depends on the geographic proximity of their zone to the pickup address.

A further parameter — a driver's acceptance rate — is part of the scoring model but, for both types of ride, is applied with a weight of 0 and therefore has no effect on any assignment. This is a deliberate choice: a driver who declines or does not accept a ride must not suffer a disadvantage in future offers as a result (Part C2 of the Terms of Use, Directive (EU) 2024/2831).

4. What does not affect the ranking

No payment to Emaride affects the ranking. There is no feature — no commission, no subscription, no paid preference or placement — through which a driver or a fleet partner can buy a better rank or a preferred assignment. The ranking described in Section 3 is exhaustive.

5. Decline, expiry, and consequences for the penalty system

Instant rides: The ride is assigned directly to the best-ranked available driver, not first offered on a non-binding basis. If the driver declines, this automatically triggers the "warning" tier of the multi-tier penalty system (escalating within a 30-day window, Part C6 of the Terms of Use) — the ride is simultaneously reassigned automatically to the next-ranked available driver. This repeats up to three times; if all attempts fail, the system automatically cancels the ride and the passenger receives a full refund.

Scheduled rides: If a requested driver does not respond within the 30-minute window, or declines, the offer automatically moves to the next candidate — without an entry in the penalty system. Time-bound cascade offers are less binding than an already-assigned instant ride. This applies to the offer phase. Where a scheduled ride has instead been assigned from 30 minutes before pickup, like an instant ride (Section 3), a refusal carries the same consequences as for an instant ride, including the "warning" level.

A driver may contest a measure taken against them; it is reviewed by a person (Section C6.2 of the Terms of Use).

6. Requesting an explanation as a fleet partner

A fleet partner may request an explanation for a specific ride as to why it was, or was not, assigned to a particular driver in its fleet. Send requests to info@emaride.lu; we review the individual case against the criteria in Sections 2 and 3 and respond to you.