Passenger FAQ

2. Account

d. Duplicate or unknown charges

i. I was charged for a ride I didn't take

If someone else took the trip you requested but you were charged for the trip, please let us know.

• I did not take this 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

ii. I do not recognize a charge in my card that appears in my account

If you see an unfamiliar charge from BoBo on your credit card or bank account, review the information on this page.

Is it a pending charge?
A “pending” charge may be an authorization hold that will eventually drop off your account and won’t ever be charged. We issue authorization holds as a way to better protect against fraud that may result from unauthorized card usage. You may see an authorization hold if you recently added a new payment method, or if you haven’t used BoBo in a while.

Is a friend or family member using your account?
Check with them if you can. They may have recently taken a trip and will recognize the charge you’re seeing.

Did you recently cancel a trip?
Check your trip history. Cancellation fees pay drivers for the time and effort they spend getting to your location.

Still don’t recognize the charge?
Share the details below. We’ll review and get back to you. If you have more than one unknown charge, please provide the following in the contact us form:

• Transaction date
• Transaction amount
• First 6 digits of card
• Last 4 digits of card
• Card expiration date
• Share additional details

iii. I had an issue with tipping

Tipping is voluntary, they are not included in the trip's total. As a customer, you are not obligated to offer your driver partner a gratuity in any form. If you decide you would like to tip in cash, your driver partner is welcome to accept.

You can add a tip during your trip or within 30 days after your trip is completed.

During your trip
1. Reach the [Trip details] screen.
2. Tap [Edit] next to [Rating].
3. Select or enter the amount you wish to tip.

After your trip (within 30 days)

1. Tap on your icon/ [Account]
2. Tap [Your trips]
3. Select the trip you wish to provide a tip for
4. Tap [Add to your tip]
5. Select or enter the amount you wish to tip.

If you think you are incorrectly charged for a tip amount, please let us know.

• I have accidentally added a tip

iv. I was charged a cleaning / damage fee

In order for riders to enjoy safe and comfortable rides, driver partners maintain clean vehicles. Riders are responsible for damage to the interior or exterior of a vehicle caused by incidents such as vomiting or food spills while in a driver's vehicle.

Our specialist team assess every charge on a case by case basis to ensure we are charging the right rider for the mess, using:

- Accurate photos
- Detailed reports of the mess which match the photos
- Trip details

If you were charged a cleaning / damage fee that is inaccurate or unfair, please let us know.

Please provide the following in the contact us form:

• 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
• Confirm you driver partner's name
• Amount charged
• More Details

Contact Customer Service

Name

Email

Contact Number

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