Rides and deliveries
Dispute Resolution and Arbitration
Most problems are fixed by support in a day or two. This policy explains what happens if one is not, and it includes an arbitration agreement that affects your legal rights. Please read it, and note the 30 day opt out in section 6.
1. Talk to us first
Contact support in the app or at support@oakrides.com. Tell us what happened and what you want. We respond within 5 business days and most issues end here. If you are not satisfied you can ask for a review by a manager, which is completed within 10 business days.
2. Informal resolution before any claim
Before starting arbitration or any court action, you and Oak agree to try to resolve the dispute informally. Send a written notice to ICE Innovations Inc., 600 Park Offices Drive, Suite 300, Durham, North Carolina 27713, attention Legal, or to legal@oakrides.com, with your name, account email, a description of the dispute and what you are asking for. Oak will send any notice to your account email. Both sides agree to a good faith phone or video conference within 45 days of the notice. If the dispute is not resolved 60 days after the notice, either side may proceed under section 3. Limitation periods are paused during this process.
3. Binding individual arbitration
Except for the matters in section 4, any dispute between you and Oak arising from the Service, these policies, or your relationship with Oak, including disputes about whether this clause applies, will be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, or for drivers, its Commercial Arbitration Rules as applied to independent contractors. The Federal Arbitration Act governs this agreement.
- The arbitration takes place in Wake or Durham County, North Carolina, or by video if you prefer, or in your home county if you live elsewhere in the United States.
- For claims under $10,000, Oak pays all filing and arbitrator fees beyond $200 unless the arbitrator finds the claim frivolous. For larger claims, fees are split under the AAA rules.
- The arbitrator may award the same individual relief a court could, including injunctive relief for you individually, and must follow the law and these policies.
- The arbitrator's decision is final and may be entered as a judgment in any court with jurisdiction.
4. What is not covered
Either side may bring an individual claim in small claims court in the county where you live or where Oak is based, as long as it stays there. Either side may seek a court injunction to protect intellectual property or to stop unauthorized use of the Service. Nothing here prevents you from reporting a concern to a government agency, including the North Carolina Attorney General, the Utilities Commission, or the Department of Labor, or prevents a driver from filing an administrative charge.
5. Class action and jury waiver
You and Oak agree to bring claims only in an individual capacity and not as a plaintiff or class member in any class, collective or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding. If a court finds this waiver unenforceable for a particular claim, that claim proceeds in court, not arbitration, and the rest of this agreement stands. To the extent any claim proceeds in court, both sides waive trial by jury.
6. Your right to opt out
You may opt out of sections 3 and 5 by emailing legal@oakrides.com with the subject line Arbitration Opt Out, your name and account email, within 30 days of first accepting the Terms of Service (or, for existing users, within 30 days of November 15, 2026). Opting out does not affect any other part of your agreement with Oak and Oak will not treat you differently for doing it.
7. Governing law and venue
These policies are governed by the laws of North Carolina and the Federal Arbitration Act, without regard to conflict of law rules. For any matter that proceeds in court, the state and federal courts in Wake County and Durham County, North Carolina have exclusive jurisdiction, and you consent to it, except that you may bring small claims in your home county.
8. Changes
If we change this policy, the change applies only to disputes arising after the change takes effect, and you will have a new 30 day window to opt out of any change to sections 3 or 5.