If you have concerns about the route your driver took, and your upfront price was not honoured, we'll be happy to review your refund request.
Upfront pricing is dynamic, which means the price is worked out in real-time to help balance supply and demand, grow trips and provide better earning opportunities. This helps to give the best price for both riders and drivers. When calculating the expected duration and distance of a trip, fare accuracy is assured by accounting for the anticipated traffic patterns and any known road closures.
Estimated tolls, surcharges, and fees are included in your Upfront Price at the time of making a trip request, but you will be charged based on the actuals incurred.
Note that if a trip ends up being significantly different than expected, the upfront price may not apply and the fare will be calculated on the actual time and distance traveled. For details of the situations in which Upfront Pricing will not apply and the applicable thresholds, please see our blog post below.
Please keep in mind that if your trip route and duration are impacted by events outside of your driver's control (such as traffic or road closures), we may be unable to provide a fare adjustment.
