FAQ

Background Checks

Why does Kaebox conduct background checks?

Protecting our Kaebox community is a main priority. That is the reason we conduct background and Motor Vehicle Record (MVR) checks on all Drivers prior.

The background check is private, secure, and completely free for potential Drivers and allows for fast, verified onboarding of Drivers. KAEBOX has a third-party Credit Reporting Agency (CRA) perform all background and MVR checks.

To complete the background check process, the CRA requires Drivers to provide their Social Security Number and valid driver's license and to expressly consent to have their background checked.

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What does the Kaebox background check include?

For the safety of the Kaebox community and at the request of our Customers, Kaebox performs a background check on all Drivers prior to their being able to perform their first Trip. You may not drive on the Kaebox Platform if you do not pass the background check.

The background check includes national, state and local criminal checks, sex offender registry checks, and obtaining your Motor Vehicle Record (MVR). The background check also includes verification that (1) you have a valid Social Security Number and (2) a valid driver's license.

Before we begin a background check, we require your consent. To start the process, we require Drivers to provide a valid driver's license, physical address, email address, and Social Security Number.

In order to pass the background checks, Drivers must have:

• A valid, active, permanent (not a permit) U.S. driver's license

• A valid Social Security Number

• No major moving violations, such as DWI's, DUI's or reckless driving, in the past five years

• No more than three minor moving violations, such as speeding tickets or failure to obey traffic laws, in the past three years

• No drug-related convictions in the past five years

• No cell phone or distracted driving violations in the past year

• No computer, identity theft or Internet-related crime at any time

• No violent crimes, sexual offenses, or theft at any time

• No felony convictions at any time

If a Driver's background check reveals a pending charge or charges for any crime or other violation of law that would otherwise cause the Driver to not pass the background check, such pending charge(s) may be used in determining whether or not a Driver has passed the background check, to the extent such use is not prohibited under any federal or applicable state or local law or regulation.

If a pending charge causes a Driver to fail the background check, and such charge is later dropped, vacated or the Driver is acquitted of the same, or if the Driver's circumstances change after the last time they had a background check, the Driver is encouraged to sign up and have another background check run, thereafter.

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What does the Kaebox background check cost?

Kaebox does not charge Drivers for the Background Check Process. After completing the background check process, Drivers will receive a complimentary copy of their background check report from the CRA by email within 30 days of completion of the background check by the CRA.

The background check is free of charge, and there is no credit check.

For more information on the background check process, please read the Background Check Disclosure, FCRA (Fair Credit Reporting Act) rules and our Terms of Service.

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Can the results of my background check be disputed?

Yes. If you feel that the background or MVR check result you received is inaccurate or incomplete, please contact us at help@kaebox.com to review your results. If you'd like to dispute the results, you can do so with them. To protect your privacy, the Kaebox Support Team is unable to review the details of the background check with you.

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Shipped Items

What can I send using Kaebox?

You can arrange to send pretty much anything through the Kaebox Platform nationwide. However, there are some limits on what you can send. 

Restricted items and Prohibited Items can be found here.

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How can I tell if a package is too heavy/oversized for me to carry?

Only you are aware of your physical limitations. Kaebox has no way of ascertaining whether or not you are physically capable of delivering a package. When you offer a Trip, you are agreeing that you have the physical ability to accomplish it.

Although OSHA does not have any standard which sets limits on how much a person may lift or carry, the National Institute for Occupational Safety and Health (NIOSH) has developed a mathematical model that helps predict the risk of injury based on the weight being lifted and other criteria which can be found in the Applications Manual for the Revised NIOSH Lifting Equation: http://www.cdc.gov/niosh/docs/94-110/. The NIOSH document provides only voluntary guidelines.

According to the osha.gov website, the difficulty with assessing risks associated with lifting is that weight alone does not determine the risk for back injury. Other factors include:

• How often you are lifting something.

• Whether you bend or twist while lifting.

• How high an object is lifted.

• Where the origin of the lift occurs; specifically, whether it is below knuckle height.

• Whether you hold the object away from you while lifting.

• How long you lift or hold the object.

Depending on these factors, an object that is safe to lift at one time can cause back problems another time.

NIOSH has a lifting equation (discussed in the above-referenced Applications Manual) for calculating a recommended weight limit for one person under different conditions. The lifting equation establishes a maximum load of 51 pounds, which is then adjusted to account for how often you are lifting, twisting of your back during lifting, the vertical distance the load is lifted, the distance of the load from your body, the distance you move while lifting the load, and how easy it is to hold onto the load.

The NIOSH mathematical model and lifting equation are fairly technical, and several state agencies have developed tools that may help you more readily determine whether a job puts you at risk for back injury.

The Ohio Bureau of Workers' Compensation has a calculator for assessing risk levels associated with lifting various weights, which is available at https://www.bwc.ohio.gov/employer/programs/safety/liftguide/liftguide.aspx.

Similarly, the Washington State Department of Labor and Industries and the Oregon State Safety and Health Division have jointly developed a calculator for analyzing lifting tasks, based on the NIOSH lifting equation, which is available at https://osha.oregon.gov/Pages/topics/ergonomics.aspx.

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Filing a Claim

How to file a claim for items received damaged?

• Submit a completed claim form.

• Submit proof of value documentation for the items that are part of the claim.

• Submit pictures of the items that are part of the claim.

• For a claim related to damaged items, obtain and keep the damaged items in the event Kaebox pays out on a claim, Kaebox will collect the damaged items.

• Email the completed claim form, proof of value documentation, and photographs of damaged items to help@kaebox.com.

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Driving

What is dangerous driving?

Examples include:

Distracted driving

According to our partners at the Governors Highway Safety Association (GHSA), distraction can take many forms — from phone handling or texting to drinking a cup of coffee or adjusting your visor — and those behaviors may take a driver's focus off the road.

Drowsy driving is a form of distracted driving. Read the Drowsy Driving Policy here.

Not following traffic laws

We expect everyone who uses the Kaebox platform to do their part and follow local traffic laws and regulations. That includes:

• Following signs, traffic lights, and signals

• Turning only where permitted

• Signaling before turning or changing lanes

• Yielding the right of way to pedestrian

• Not driving or stopping in a bike lane or crosswalk

No Aggressive driving

Examples of aggressive driving include:

• Speeding

• Braking suddenly

• Tailgating

• Abruptly accelerating or stopping

• Swerving, including into pedestrian walkways or bike lanes

Driving under the influence

• Using or being under the influence of alcohol or other drugs when using the Driver app

Kaebox has a Zero Tolerance Policy on driving under the influence; you can find more information about this policy here.

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What is drowsy driving?

Drowsy driving is driving when you are tired; here are some ways drivers and riders may notice that someone is driving drowsy:

• Appearing tired, exhausted, or sleepy

• Frequently blinking, having trouble keeping their head up and/or eyes on the road

• Frequently yawning

• Nodding off

• Following other vehicles too closely

• Unable to keep their vehicle in the lane or on the road

Dowsy driving is unsafe driving.

According to the Governors Highway Safety Association (GHSA), a lack of sleep may lead to and may cause:

• Slower reaction times

• Impaired judgment, situational awareness, and vision

• Increased levels of risk-taking

• Frequent blinking or microsleep, where someone literally dozes off for a few seconds while driving

• Problems with information processing

• Memory impairment (for example, around how many hours they've driven)

• Attention failure (for example, not paying attention to traffic signs)

Here are some tips on preventing drowsy driving from GHSA:

• Be well rested before hitting the road. Several nights of fewer than 7-8 hours of sleep slows reaction time and results in a sleep debt. It may take several nights of being well rested to repay that debt and make someone ready for a long road trip.

• Schedule frequent breaks on long trips. Stop every 2 hours or 100 miles.

• Do not drink alcohol. Just one beer when someone is sleep-deprived mimics the effect of 2 or 3 when they're well rested.

• Do not rely on caffeine to stay awake. Sleep is the only proven remedy when someone is tired.

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What is suspected impaired driving?

A driver by law, may not drive or bike while using alcohol, drugs, or any other substance that impairs their ability to safely operate a vehicle. That includes having open containers of alcohol or drugs in a vehicle while using the Kaebox app.

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What is a report of impaired driving?

A report of suspected impaired driving includes a report from any person that explicitly alleges that the driver was using, in possession of, or appeared to be impaired by drugs or alcohol.

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How does Kaebox handle reports of suspected impaired driving?

A report from any person who reasonably suspects the driver is under the influence of drugs or alcohol while providing shipping services will lead to loss of access to the Driver app while further investigation is conducted. If investigation finds sufficient evidence that a driver violated this policy, they will permanently lose access to Kaebox's Driver app.

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Will a driver be affected by false rider reports?

We proactively review each report for signs that it might be fraudulent. Any report that appears to be fraudulent would not affect a driver's safety history or their status on the Driver app. Users who submit false information to Kaebox or otherwise engage in fraudulent activity risk losing access to the Kaebox platform.

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Accounts and Personal Information

How are my data and personal information secured by Kaebox?

Kaebox considers data security to be the main priority and will never share, sell, or distribute any of your personal information.

Any data (SSN, driver's license, or any other PII, Personal Identifying Information etc.) you provide to Kaebox for its background and MVR checks are protected with the highest level of encryption supported today. All credit card and bank account information provided to Kaebox is stored with third parties that are PCI (Payment Card Industry) compliant for handling financial data.

You can learn more about Kaebox Privacy Policy here.

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How do I file an Appeal for deactivation?

If your account has been permanently deactivated and you want to appeal this decision, please email us at help@kaebox.com . Please provide the following:

• the reason(s) your account was permanently deactivated

• the reason(s) you believe the determination to permanently deactivate your account was incorrect

• a description of any extenuating circumstances or other information support of your Appeal Request; and

• any other evidence you wish to present in support of your Appeal Request

Within 30 business days, you will be informed if your Appeal Request has been granted. Appeal Requests will only be considered if they are received within 14 days of the occurrence, i.e. notification of permanent deletion.

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Cancellations and No-Shows

What happens when a customer cancels or is a no-show?

Kaebox will charge a Customer full trip amount for each canceled Trip and/or each no-show. A Trip is deemed canceled if the Customer cancels the Trip once a Driver is already en route to fulfill the Trip (“Cancelation“). A Customer will be considered a no-show if the Customer is (1) more than 10 minutes late after the request for a trip without calling, messaging or otherwise contacting the Driver through the Platform, or (2) more than 10 minutes after the agreed pick- up time for the trip, whether or not Customer has contacted the Driver (“No-Show“). If either a Customer Cancelation or No-Show occurs, the full trip amount is due and is automatically charged to the Customer’s account.

A Customer will not be charged a cancelation fee if the Customer cancels a Trip due to a Driver’s No-Show, or Cancelation or if they cannot contact a Driver during the performance of their Trip.