Frequently Asked Questions
How do I get my money?
We send your money 10 hours after the ride if you travelled as planned.
If you want your money sooner, you can ask for it 5 hours after the ride.
If you’re using Mobile Money, you’ll have your money within a few minutes of asking for the transfer. Find out more about getting your money through Mobile Money.
The money will arrive in your bank account within 1 to 5 weekdays (not counting weekends and holidays). Make sure you’ve added your bank details on the Transfer methods page on your Profile. You have to complete every field and don’t forget to save!
When will you be Charged ?
You’ll be charged once your booking has been accepted by the driver!
Depending on the driver’s preference, this’ll either be immediately, or they’ll review your request before deciding whether to travel with you.
We’ll then send your money to the driver when the ride is completed.
Refunds and compensations depend on who can’t travel as planned and when they let us know.
- What if the passenger cancels more than 24 hours before departure time?
We’ll refund their booking, excluding service fees.
- What if the passenger cancels in the last 24 hours before departure time?
If the passenger books more than 24 hours in advance, we’ll refund them 50% of the booking, excluding service fees. We’ll also compensate the driver 50% because the passenger cancelled shortly before the ride.
If they book in the last 24 hours before the ride, but cancel within 30 minutes of booking, we’ll refund their booking, excluding service fees.
- What if the passenger doesn’t show up?
We’ll compensate the driver the full passenger contribution. It’s not fair for drivers to be kept waiting, so it’s best that passengers cancel their booking beforehand.
- What if the driver cancels?
We’ll fully refund the passenger, including service fees.
- What if the driver should’ve cancelled but didn’t?
The passenger should give us a heads up that they didn’t travel together from the Bookings page on their profile within 24 hours of the departure time. They’ll need to select a reason why this ride couldn’t happen and provide all relevant details.
Out of fairness, the driver will then get the next 7 days to agree or disagree. If the driver agrees, we’ll fully refund the passenger, including service fees. It’ll be exactly as if the driver cancelled the ride.
If the driver disagrees, we’ll ask them to provide all relevant details. We’ll then hand the claim over to our Member Relations team who’ll process the refund using the information we have, and in accordance with our Cancellation policy. Keep an eye on your emails because they may be in touch to ask for some extra details.
How to book a seat on a ride?
Have you found the perfect ride?
All you have to do is book it!
You can book your seat online with your debit or credit card, thanks to our secure online payment system.
To pay for your booking via mobile money:
1. Enter your Mobile Money Number
2. You will receive a prompt on your phone asking you to complete the payment
To pay for your booking online, the following information is required:
1. Your 16 digit bank card number
2. Your bank card's expiration date
3. The 3 digit security code (CVV) on the back of the card
If the ride you are interested in is not eligible for online booking, the driver’s contact details are visible by clicking on “Contact the driver” and you can get in contact directly via a private message or by telephone, rather than booking online. The payment for this ride is made in cash during the ride.