Contact us
Email [email protected] with your account email and a description of the issue. You can also use Contact Us inside the app (Profile › Support), and staff replies appear in your Account Updates.
Common topics
Payments and refunds. Secure payments are held until both travellers confirm the trip. A booking that the driver declines or cancels, or does not accept by pickup time, is refunded automatically. You can also cancel an in-app booking for a full refund up to 2 hours before pickup. Refunds for cancellations you make are processed within 3–5 business days; your bank may take longer to show them. The $5.50 booking fee on pay-direct bookings is not refunded if you cancel yourself. For other refund questions, contact support with the booking details.
Driver payouts. To withdraw earnings you first add payout details once through Stripe (identity and bank account). Withdraw appears in your Wallet once your balance is available and your payout account is set up.
Verification. Identity and vehicle documents are reviewed manually, usually within 10 minutes to 24 hours. If a document is declined you will see the reason and can resubmit.
Safety. RideAlong is not an emergency service. In an emergency call 000. Report unsafe conduct from a previous ride in the app, and staff will review it.
Delete your account
See Delete your account.