Dispute an Uber Fare
This article teaches how to contact Uber to dispute a problem with a fare you were charged, which Uber may reimburse to you if they agree with your claim.
Contents
Steps
Using the Uber App
- Open the Uber app. If you aren't already logged into Uber, do so with your phone number and password (or Facebook profile) first.
- Tap ☰. This is in the top left corner of your screen.
- Tap Your Trips.
- Tap the trip you wish to dispute.
- Tap I was incorrectly charged a cancellation fee if you disagree with a cancellation fee. This will open the form that allows you to dispute a cancellation fee if you feel you weren't supposed to be charged one.
- You're charged a cancellation fee if you cancel after 2-5 minutes have passed since ordering the ride. The time until you get charged varies depending on your city.
- Tap I would like a refund to dispute all other charges.. It's located under the list of Help options.
- Tap the issue that best describes your request. You'll want to tap the option that's most pertinent to your situation. The disputable reasons include:
- My driver didn't start or end my trip on time - Keeping in mind that Uber estimates are fickle, choose this option if you feel like your trip took an unreasonably long time solely because of your driver's behavior.
- My driver took a poor route - In extreme cases (e.g., your driver went the opposite way of your objective), Uber will refund your fare if you choose this option.
- My driver stopped mid-trip - You shouldn't be charged for any unscheduled stops. If you were, choose this option.
- I did not take this trip - If you see a trip and a receipt for which you were not present in your "Trips" tab, choose this option.
- I missed my flight or event - While Uber usually won't claim responsibility for these, you can choose this option if you feel like your driver was the sole reason you missed your event.
- I was charged a cleaning fee - If you feel like you were wrongly charged for cleaning, choose this option.
- I paid a toll for my driver - Any tolls encountered along the way should be factored into your Uber fare automatically; you shouldn't have to pay a toll for your driver.
- I paid my driver cash - Most Uber services are cash-free; if you paid cash for your ride, choose this option.
- Type in the details of your dispute. Depending on the reason you choose, your options for doing so will vary.
- For example, if you chose "My driver took a poor route", you'll only see a "Share Details" field for you to describe the event.
- If you chose "I paid my driver cash", however, you'll have more options such as "Did your driver ask for a cash tip?" and "What was the amount of cash paid?".
- Be thorough when providing this information. The more detail you provide, the more informed a decision Uber will be able to make.
- Tap Submit. Uber will review your provided information; if they deem your fare unreasonable, you should see a partial (or full) refund in a few days' time.
Using the Uber Website
- Visit the Uber Help website. The Uber Help website allows you to file claims to dispute charges you feel are incorrect.
- Click the Sign In button. You'll see this in the upper-right corner. You'll need to sign in with your Uber account to view your trip history and file a dispute for a specific trip.
- Enter your Uber email and password. You can also use your phone number to sign in instead of your email address.
- Click the For Riders tab. You'll see this on the left side of the window.
- Click the drop-down menu in the Trip and Fare Review section.
- Click the trip you want to dispute a charge for.
- Click the I was incorrectly charged a cancellation fee to dispute a fee. Use this option if you feel you were charged a fee when you shouldn't have been. You'll get a cancellation fee if you wait more than 2-5 minutes after placing your order to cancel it.
- Click the I would like a refund option for all other fare disputes.
- Click the reason that best matches your request. There are several ways you may dispute a fare you paid:
- Click "My driver didn't start or end my trip on time" if your driver took too long or didn't end the trip after dropping you off.
- Click "My driver took a poor route" if you know that there was a significantly faster or more direct route to your destination. You'll only be eligible for a refund if there are serious distance discrepancies, not if your driver just made a wrong turn.
- Click "My driver stopped mid-trip" if your driver stopped for any reason on the way to your destination.
- Click "I did not take this trip" if you have a trip on your account you didn't take. make sure someone else that may have access to your account didn't take the trip without telling you.
- Click "I missed my flight or event" if you missed something because your trip took too long. Uber won't compensate you for anything you missed, but you may be able to get a fare reimbursement if the trip was much longer than it should have been.
- Click "I was charged a cleaning fee" if you were charged for cleaning a mess you did not make. Your driver can charge you different amounts for messes you did make.
- Click "I paid a toll for my driver" if your driver asked you for cash for a toll. Tolls should be automatically added to your fare, so if your driver asked for cash you can get it reimbursed.
- Enter as many details as possible. Once you've selected a reason, you'll be able to fill out the form to submit your appeal. Different reasons will have slightly different forms. For example, if you selected "I paid a toll for my driver," there will be a field for you to enter how much the toll was.
- Make sure you are clear and polite. Angry requests are far more likely to be ignored or rejected.
- Click the Submit button. After filling out the form, click Submit to send it to Uber. Uber will review the claim and get back to you with a response within a few business days.
- Wait for your claim to be processed. This may take anywhere from 24 hours to a week or more. You'll receive a decision at the email address that you registered to Uber with.
Tips
- If you don't receive a response after about a week, try re-submitting your claim.
Warnings
- Do not attempt to contact your driver about fare-related issues.
