I was charged incorrectly

This page provides information about when you’ll be charged by Ayde, and how Ayde charges are calculated.

If you believe you were overcharged or charged in error after reviewing the following information, select 'Contact Support' below so our Support team can assist you.

Overcharged for my ride

Here are some common reasons riders believe they were overcharged for a ride. Check to see if any of these situations may have applied to your ride

Higher price than expected

Riders may see higher ride costs when there’s more demand for rides. If your upfront price was higher than expected, it might have been busier than usual. Learn more about price calculations.

Poor route

Drivers are encouraged to use GPS to navigate to your destination, but are allowed to take alternate routes to avoid construction, blocked roads, or heavy traffic when necessary. If you believe a more efficient route was available, let us know and we’ll review your ride.

Separate charge labeled

When you create a Ayde account, update your payment method, or request a ride, you may see a pending transaction in addition to your ride charge on your payment method. This isn't an extra charge, but a temporary authorization we use to verify your payment method. The authorization will never actually process but may show as "pending" on your bank statement.

Toll fee

The final ride fare you see in the app includes applicable toll fees, which are priced based on the local electronic toll collection system. Here’s a list of US tolls charged to the rider. Please note that Ayde reserves the right to apply tolls to rider fares that may not be identified on this list.

Service fee

Added on a per-ride basis, the Service Fee helps support the Ayde Platform and related services, including a broad spectrum of operating costs and safety measures like insurance and background checks.

Damage fee

If you or a member of your group causes physical or cosmetic damage to the interior or exterior of your driver's car, we'll assess a damage fee and charge your default payment method. Learn more about damage fees.

Paid for a ride I didn’t take

Here are a couple reasons you might see a charge from Ayde. Check to see if any of these situations may apply to you:

Ride started without me

If a driver started a ride without, or you believe a different rider took your Ayde ride, let us know by selecting 'Contact Support' below and we'll investigate.

Family member or friend's ride

If you don’t recognize a Ayde transaction, check whether your family or a friend used your Ayde account or a shared credit card to take a ride.

Need somethink else?

Whether you’re going from home to work or the airport to the office.

Contact Support

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