This information is for Spain, 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 expected, this may be due to several reasons:
Fare type
- Taximeter rate
Calculated by the car's taximeter in real time. Sometimes, the final rate may be higher than this estimate due to unforeseen circumstances such as traffic, delays, weather conditions, accidents, etc.
- Flat rate and maximum rate
These are flat rates (Barcelona and Madrid) or rates that guarantee a maximum price (Alicante, Castellón, Málaga, Seville, and Valencia). They do not allow changes of destination or intermediate stops.
Find out how your rate is calculated here.
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.
Additional charges
When booking a ride, a service fee may apply depending on the selected service or fleet, as well as the time and location of your trip.
To ensure full transparency, you’ll always receive an estimated breakdown of an applicable fee 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 hold on your bank account, which is applied when your booking is accepted. This is not a payment, but an authorization of your payment method to ensure it can cover the potential cost of the service.
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.
For detailed information, visit our Temporary Holds and pending transactions.