At Heetch, we do our best to find the right balance between driver profitability and passenger accessibility. The pricing structure we have put in place allows us to calculate prices that are fair and adapted to each trip condition. However, some unforeseen factors sometimes come into play, which is why we can in some cases readjust the price of a ride if necessary.
How is the price of a ride determined?
The formulas for calculating the price of a ride are not exactly the same for the different offers in Brussels.
For classic Heetch rides:
0.4€/min + 1.5€/km + 1.50€ base & minimum 8€.
For Heetch Premium rides:
0.52€/min + 1.95€/km + 1.95€ base & minimum 9€.
For Heetch Van rides :
0.60€/min + 2.25€/km + 2.25€ basic & minimum 10€.
The price is set according to this formula when the passenger places the order. It is calculated according to Google Maps estimates and includes real-time traffic. Of course, we check the estimated and actual times taken by the drivers on our routes.
Compensation and readjustment of the price of a ride
Automatic price readjustment is performed :
1. If stops have been marked to indicate a change of itinerary, or if the original route could not be followed. In other words, when the distance between the arrival address chosen by passengers and the address where the ride was precisely completed is greater than 400 meters. For example: if passengers wished to end the ride before arriving at their destination, if passengers wished to change their arrival destination, or if they entered the wrong destination address when ordering.
2. If the actual duration of the ride was longer than initially planned by the application due to traffic jams on the road.
How to request a readjustment of your ride?
Are you unsure about the price of a ride? Our support team is on hand to check the pricing and resolve the situation!
First of all, it's important to check whether your case corresponds to one of the possibilities below:
- You forgot and finished your journey earlier or later than you should have.
- Passengers wished to change destination en route
- You added a stop and it was not taken into account
- Were there any unforeseen circumstances along the way?
In these cases, you can go to the “help” tab on the Heetch app and tell us which route you're on and what the problem was, so that we can take a closer look.
If you think that the app has miscalculated the price or that it could be a bug, let us know too, mentioning the journey so that we can make the necessary rectifications and compensate you appropriately.
⚠️ As a reminder: intermediate stops should only be added at the request of passengers who wish to make a real detour or stop. Under no circumstances should intermediate stops be added in the event of unforeseen circumstances on the route (e.g. road closures, accidents, traffic jams, etc.).
