FREQUENTLY ASKED QUESTIONS

Riders!

We value the satisfaction of our rider community. We would love to hear from you always to see how you liked our service. We appreciate it if you can take a few seconds to always rate our drivers so we can improve our service.

If I have a complaint about a trip, where do I report it?

You can report your complaint to the following email address support@reryde.com or speak to one of our LiveChat agents and we will work to resolve the situation as soon as possible.

In order for us to resolve your complaint, we will require your full name, the driver’s name, date, time, booking ID and a description of the issue.

You can obtain this information by following these steps:

  1. Tap the menu option on the main screen
  2. Select  Your Bookings
  3. Open the Past tab
  4. Select the trip in question
  5. Copy the Booking ID
Would a bad rating affect me as a rider?

Yes, it will. We expect all our riders to respect our partnering drivers. Too many bad ratings will lead to suspension of your service and an investigation by our team.  We do not tolerate any rudeness.

Can I bring my dog with me on a trip?

No, unless he/she is a service dog or if you have spoken with your ReRyde Driver and he/she has agreed to having your dog on board.

 

How do I download the rider app?

You can click on the Android or Apple icon to your right or go to GOOGLE PLAY/APP STORE and search for ReRyde.

How does ReRyde calculates a fare?

Fares are calculated based on distance and time. Our system automatically calculates the amount for the trip

How to report a lost item?

You can report your lost item to the following email address support@reryde.com or speak to one of our LiveChat agents and we will work to resolve the situation as soon as possible.

In order for us to resolve your lost item, we will require your full name, the driver’s name, date, time, booking ID and a description of the item.

You can obtain this information by following these steps:

  1. Tap the menu option on the main screen
  2. Select  Your Bookings
  3. Open the Past tab
  4. Select the trip in question
  5. Copy the Booking ID
24/7 Availability

No matter what you are doing we are here. You need a ride? We got a ride- no reservations needed.

Tap the app, get a ride

ReRyde is the most efficient way to get around. Tap and your ride is there within minutes. Your driver is updated with the best tools to get you where you want to go. You can pay with any major credit card or credit debit at a tap of a button.

Prebooking does not guarantees a driver!

When using the prebooking option, please note that does not guarantee you a driver. Our prebooking system works similar to an alarm clock. The booking is frozen in the unassign section until 15 minutes before the time of the booking. The request is then dispatched to all close by drivers. Please make sure you set enough time in case you a driver doesnt accept the booking.

How ReRyde Works?

ReRyde connects commuters to drivers at an affordable price. ReRyde is built to work without cash. Tap the app and get a ride in minutes.

Does ReRyde own the vehicles and are the drivers employees of ReRyde?

What makes the ReRyde experience special is the people behind the wheel. They are mothers and fathers. Students and teachers. Veterans. Neighbours. Friends. Our partners drive their own cars on their own schedule and they are self employed in cities big or small.

Safety: Putting people first

Sit back and enjoy the ride. Every part of the ReRyde experience has been designed to be safe and secure. Verified drivers, real-time tracking, trip  password, favourite driver and sharing trip details with friends/family to track are some of the features we have in place to ensure you have a safe traveling experience.

When is a cancellation fee applied?

The first 2 minutes you can cancel without any fees. Once the 2 minutes has passed, a cancellation fee of $5 is applied when you cancel the trip. 

I see a second charge on my card for $5. Why?

This can be for 2 reasons. 

  1. Because tipping your driver is optional. That is why whatever you tip your driver, it will show as a second charge. 
  2.  If your ride is more than the estimated price, you might see the difference charged to your card as a separate charge.   
Tips to Maximize Passenger Safety

Be aware: Ride hailing services can only be requested through an app.
Never get in a car with a driver who claims to be a ride hail driver and
offers a ride you haven’t pre-arranged through the app.
Pay attention to the driver: At the time of booking, you should
be provided the first name and a photograph of the driver that will
provide the ride. Before entering the vehicle,
ensure both match.
Pay attention to the vehicle: Check the make, model and license plate of the
car that pulls up and compare to the make and model that was
provided to you at the time of booking.  All of  our vehicles must have two set of company
decals in back and front.
Sit in the backseat: If you’re riding alone, this ensures you can
safely exit on either side of the vehicle to avoid moving traffic, and
it gives you and your driver some personal space.
Be respectful: Please respect your driver and their car.
Keep everyone’s safety in mind: This means not asking your
driver to make illegal or unsafe traffic maneuvers and
remembering to bring a child seat with you if you need one..   

Pre-Authorization Of the Estimated price?

 

 The estimated price charge on your bill indicates a temporary authorization request is sent to your card issuer as a verification process. The charge should be removed from your account automatically by your bank, once your trip is completed, cancelled or has not been accepted. Usually within 1-14 days. ReRyde can’t remove it. The final inoce you see when your trip is completed, that is what will be charged to your card. Contact your card issuer if a temporary authorization isn’t removed.

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How do I pay?

ReRyde is built to work without cash, so you don’t need to scramble for change at the end of your trip. Add any major credit card or credit debit and we will charge the card at the end of every completed trip.

How do I pay?

ReRyde is built to work without cash, so you don’t need to scramble for change at the end of your trip. Add any major credit card or credit debit and we will charge the card at the end of every completed trip.

How to get an estimate ?

Follow the below steps:

  1. On your menu list tap “Book A Ride
  2. Tap “Book Now
  3. Put in the destination you would like to go
  4. The estimated fare will show above “promo code” in the middle section.

Note: Traffic might affect the estimated price 

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If you were unable to find your answer here, please contact us at support@reryde.com

FOR DRIVER

FOR RIDER