I had an issue with my card or digital payment method

We understand how frustrating it can be when we find an issue with our balance, bank account or invoices. If you have pending cash arrears from a trip, cannot request cash trips, or notice an unrecognized charge on your account, please visit the following pages:

• My driver stated that I didn’t pay for a paid trip

• Unable to take trips due to cash pending amounts

• My account has an unrecognized charge

I cannot request using digital payment methods:

This usually happens when an error message is shown at the trip request, mentioning that your payment method is not available and you should choose another instead.

Please follow the instructions in the message and, if it is not according to your expectations, fill in the form at the bottom of this page.

I do not recognize charges from canceled trips:

This usually happens because we want to guarantee that both you and our driver partner are ready to make that request.

The refund time depends on the payment method and its financial institutions (please consider delays from possible central bank or partner outages):

• PIX and digital wallets: usually take 24 hours to 7 business days.
• Debit cards: usually take 48 hours to 7 business days.
• Credit cards: usually take 48 hours to 31 days.