Have you been charged the Heetch fee for a ride you didn't take?
This is because our system has detected that you went to the intended destination address after the trip was cancelled.
We trust our driver partners and know that data can sometimes be subject to misinterpretation:
- If the passenger turned up after the cancellation,
- If you failed to start the ride,
- Or, if you received another order on an application near the address (this happens in 4% of the trips we detect).
Please let us know so that we don't charge a commission for a failed ride. Please note that for cases 1 and 2 above, you can cancel the trip and choose the reason "I am going to / I have made the trip " which allows you to notify us in advance. In these cases we will take our commission from you without penalizing you.
However, if this is the third case, please give us details so that we don't count it as a ride made via Heetch.
Please note that if we do not receive any feedback from you, we will consider that the cancelled ride has been completed, and will have to count it as a ride and deduct our commission.
