Driver FAQ

1. Help with a trip

a. Trip price adjustments

i. Request a fare review

Since riders are charged immediately after trips, we can update fares within 14 days.

Please provide the following details and tell us more in the contact us form below.

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

ii. I should have received a cancellation fee for this trip

When a trip request is canceled or the rider doesn't arrive at the pickup location, you may be paid a cancellation fee.

Cancellation fees will appear on your payment statement. Keep in mind that the BoBo Fee applies to any cancellation fee.

Cancellation fees generally apply when:
- A rider cancels a trip request more than 5 minutes after you accept the trip and you are running on time
- A rider doesn't arrive at the pickup location within 15 minutes of your arrival

If you think that a cancellation fee should have been charged but was not, please provide the following details and tell us more in the contact us form below.

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

iii. Trip distance was incorrect

For fare issues, get the fastest answer by requesting an automatic fare review

Please provide the following details and tell us more in the contact us form below.

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

iv. I want to refund my rider

We understand that there are some circumstances where a rider is charged and you would like to refund them due to an issue on your end.

Please provide the following details and tell us more in the contact us form below.

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

v. Lease distance was incorrect

A trip's fare is calculated from the moment you swipe START TRIP until you swipe COMPLETE TRIP. If you feel that the trip's start and end time is different from your APP or system, please let us know with as many details as you can, including date, time, and all pickup/drop off locations. We'll review and make adjustments if needed.

Also, if our system detects the driver is using another route other than the suggested one, the system may automatically recalculate the fare as needed.

If you think you were incorrectly paid for a trip, please provide the following details and tell us more in the contact us form below.

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

Below are some examples:

• I would like to give a full or partial refund to the passenger
• Fare seems low
• The trip start and/or end points are incorrect
• The trip took longer than expected

vi. My payment statement is missing a trip

Please provide the following details and tell us more in the contact us form below.

• Your phone number
• Your email
• Your first name and last name
• Start date and time
• End date and time

vii. My toll or parking fee wasn't included in my earnings

Since riders are charged immediately after trips, we can update fares within 14 days. If you want us to adjust toll or parking fee, please provide the following details and tell us more in the contact us form below:

• Date and pick up time of the trip
• Type of vehicle
• Pick up and drop off location
• Your phone number
• Your email
• Your first name and last name
• What happened

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