This information is for Germany, where your app is based. To check the policy for another country, visit our Help Centre in your browser and tap the ‘globe icon.
If the final cost is higher than you expected there are several reasons this might occur:
Fare type
Tariff
- Taxi > The taxi meter calculates the fare
Fixed price
- Ride (private car) > Prices for rides are offered in advance. The price you see when booking the ride is the price you will pay. The fare is calculated as follows: Base price + €0.90/km + €0.38 per minute.
The price is based on your estimated distance and any surcharges that may be applied during high demand. The final price may vary slightly if:
- You have to pay a waiting fee
- Your journey takes significantly longer than originally assumed
- You have changed your destination and the route is longer than the original pickup location (you will always be prompted to confirm the new fare before changing your destination)
Here you can find everything about the different fare types.
Leaving the vehicle early
If you had to leave the vehicle before the end destination and weren't able to modify this on the app, please contact us. Our support team will review your case and proceed with any adjustments needed.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a ride, make sure to select the relevant booking.
Additional charges
When booking a ride, additional fees may apply depending on the selected service or fleet, as well as the time and location of your trip. These fees may include a service fee, waiting time fee, high demand fee, reservation fee and others.
To ensure full transparency, you’ll always receive an estimated breakdown of all applicable fees along with a brief explanation before confirming your booking. Here’s how you can view these details:
- Open the app and enter your destination
- Tap on the arrow next to your preferred fleet option
- Locate the trip details section
- Select ‘Price Breakdown’ to see a comprehensive overview of potential fees
Please note that these additional fees cannot be covered by promotional vouchers, credits, or discounts.
Find more information on our Fee Policy.
Temporary hold
You may have seen a temporary booking on your bank account, which occurs when your booking is accepted. This is not a payment but an authorisation of your payment method to ensure it can cover the potential service costs.
Important: Vouchers/promotional codes do not apply to temporary holds. Therefore, the pre-authorisation amount is based on the estimated price of the actual fare. Then, at the time of actual payment, the corresponding discount will be applied.
Detailed information can be found in our section Temporary Stop & Pending Transactions.