Did your passenger leave without paying for their cash ride?
1. First, make sure the passenger wasn’t simply using a promotional code for this cash ride. If that’s the case, Heetch will cover the difference in your next payout.
You can check this on the app at the end of the ride, once you’ve completed the trip.
2. If, after checking, the passenger doesn’t have any discount, leaving without paying is, of course, totally unacceptable and punishable.
If this happens, you can end the ride and enter “€0” as the amount received for this trip. Your request will be automatically sent to our support team for review.
Regarding the passenger: As soon as we receive your report, we immediately block the passenger’s account, attempt to charge their bank card, and if that fails, we initiate legal action to recover the unpaid fare.
For drivers: We compensate unpaid fares up to €40. For any amount beyond that, advance payment is mandatory (both you and the passenger are informed of this at the start of the ride). Therefore, we won’t be able to cover any unpaid amount exceeding this limit.
After our fraud team reviews the case, we may reimburse you up to €40 (minus the commission). This payment will appear in your next payout and will be detailed in your email report.
You can also report the issue via the form below: provide us with all the trip details so we can locate it and take the necessary action.
The data collected through this form is processed by HEETCH to handle your assistance request. Learn more about how we manage your data and your rights: https://www.heetch.com/fr/privacy.
