This information is for Italy, 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:
Local surcharges under taxi regulations
Taximeter fare
Taxi fares are calculated by the car's taximeter in real time. The price shown on the app is just an estimate of the cost. The final fare may sometimes be higher than the estimated one due to unforeseen circumstances such as traffic, roadblocks, weather conditions, accidents, etc.
Find out how the fare 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 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.
Local surcharges under taxi regulations
Taxi fares sometimes include small surcharges set by local authorities. These are standard charges that drivers add to the meter fare in accordance with specific local regulations.
For example, if you are travelling in Rome with a large group, a surcharge of €5 is added for each person from the fifth passenger onwards in an XL taxi.
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 authorisation of your payment method to ensure coverage of the potential service cost.
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.