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Problems with a journey

I think I have been charged for a journey I didn’t make

We pride ourselves on providing a quality experience for our users and we're really sorry if something has gone wrong for you. If you think you have been charged incorrectly, please contact us and we’ll try and sort it out as quickly as possible. Please make sure you attach a download or screenshot of your bank receipt showing the relevant charge.

Please bear in mind that sometimes there may be a reason why you could have been charged for a journey you didn’t make:

  • If you cancelled your ASAP order too long after the driver had already been assigned.
  • If you cancelled a reservation too close to the pick up time (see our Fares page for our cancellation policy in each category and city).
  • If you ordered or reserved a journey and forgot about it.

If any of these occurred, you may have been charged the minimum journey price.

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