Frequently Asked Questions

Cashback is a loyalty program in the form of bonuses for completed rides.

To check the balance and expiration date of the cashback, you need to go to the main menu (three bars in the upper left corner), chose 'Payment and promo' section, tap the 'Cashback'. An information window will show the up-to-date information about cashback.

For each Standard and above class trip you earn 5% cashback including additional options and paid downtime. Cashback can be used to pay the full cost of the trip by selecting it as a payment method. Cashback payed rides do not have bonuses but the validity period will be extended. After 90 days without trips, 10% of the cashback burns out, after another 7 days -30%, after another 7 days - the remaining 60% of the cashback.

In order for the cashback to be credited, it must be activated. To activate cashback, open the side menu -> 'Payment and Promo' -> 'Cashback'. Opposite the “Cashback” item “Not activated” is displayed. Click on this button and on the cashback page click 'Activate'. After that, a field for entering an email address appears. Enter your email address, confirm it through your browser by following the link. After successful confirmation, cashback will be activated.

A promo code is an additional discount on one or several rides. When you want to use it, go to the Menu->Payment and promo->Add promo code, enter the promo code, and press “Done”. If you entered the code correctly, you will receive a promo code validation notice. When the promotional code is activated, the discount will be automatically applied to your order.

Each promo code has an activation period. Once it is activated, the promo code gets its own validity period. All the necessary information about every activated promo code is shown in the app, in the “Payment and Promo” section.

You can find a promo code in your mailings, get one from your friends, or in social networks on the official page of the taxi service. Also you may find promo codes on billboards and public transport in your city.

In the upper-left corner of the screen, you will see the Menu. Go to the “Payment and Promo” tab and select “Add a card”. Enter the required data and press “Add a card”. The card has been added! You can also add a card when you create a new order by pressing “Add a card” when you choose a payment method.

When adding a card, the payment service provider verifies the availability of your card. That’s why you are charged $1. After the verification is complete, $1 is transferred back to your card.

When you create an order, the sum for this ride is blocked on your card for further payment. However, the reserved amount of money is charged only in case the ride has happened, and the order status is “Done”. If the ride is canceled, that sum on card balance is unblocked, and the money is not charged. You can see that on the card balance. Funds are usually unblocked immediately, within a few minutes. But sometimes, it may take from 2 up to 11 banking days to unblock the funds. It depends on the bank.

If you faced such a problem, you need to contact the Support Service (in the mobile application, the item 'Menu' -> 'Support Service') and provide details of the ride. After the circumstances have been clarified with the driver, a recalculation and return of the required amount of money will be made for the specified ride.

“Rollback” is a bonus program that operates in all of the cities the service runs directly and in some franchise cities. Download the app to get access to it and enjoy all its benefits.

Under this program, users earn “rollbacks” (bonuses) for completing simple tasks (challenges). For example, you may need to take 3 or 4 rides in the “Economy” class within a month or a week, ride in a car with air conditioning or in the “Business” class, and so on.

Accumulated “rollbacks” can be exchanged for a reward right in the app: discount certificates for your next rides (-10%, -25%, -50% and so on) or partner offers.

Tap the yellow coin in the app to open your “rollbacks”, or go to the “Bonus program” section in the main menu.

Car class “Driver” means that you need a driver for your own car to the specified address. It is the equivalent of a “sober driver” — for when, for some reason, you cannot get behind the wheel of your car. When placing an order, you must specify the brand and model of the car and the transmission type in the comments. After that, the service driver will take you along the plotted route in your own car.

A wagon is a type of car that has a large and roomy trunk. You can choose this car class if you need to transport some cargo, for instance, or several bags.

To get a trip report, go to the 'My trips' section of the Menu, find the one you need in the list of completed trips (the ones with a green mark next to them), tap the 3 dots in the upper right corner and select 'Send a copy of the report to email' from the list that opens. Before that, however, your email address has to be linked to your account. To do this, tap your avatar — the account information will open, where there is an email field. Enter your address and confirm it.

After placing the first order, you need to go to the Menu, select 'New order' option, and continue making orders.

If you have lost an item in the car of our service, you need to contact Support - go to the Menu and then Support in your app . The Support operators are going to contact the driver to clarify if the lost item is in the car. If the driver has your item, you will get it back.

In order to inform the customer support service about the problem, you need to select the item 'Menu' -> 'Support' in the app and write your feedback. We would like to note that all requests from users are recorded, the timing and content of responses are regularly checked by service managers.

We have a two-way rating system. After the order is complete, the trip is evaluated by both the passenger and the driver. If you receive a low feedback, it will affect your rating.

If everything was fine during the trip, there were no conflicts, but as a result, you got low feedback, you can contact Support and prove the feedback is unfair. The quality control department will deal with this situation and take appropriate measures to fix the rating.

The reasons may be driver’s problem with GPS or outdated coordinates. To determine the reasons more accurately and to eliminate them, please provide our Support with detailed information about the trip.

There are several factors that may affect location accuracy:

Weather. As the signal travels between the Earth and the satellites, bad weather, such as rain and storm, may weaken the signal, while in sunny and cloudless weather the signal will be better.

Buildings and structures. We live in cities full of tall buildings, that may affect the signal because buildings reflect it.

Phone location. We do not hold the phone in our hand all the time. In most cases, we put it in a pocket or bag, which may also reflect the signal. In this case, metal containers impact the signal mostly.

Network. Most phones receive location information through the network. If the network is low, location information cannot be obtained quickly.

GPS chip. If it is damaged, the phone may only receive location information through the network, which will make the accuracy worse.

The operation of electronic warfare (EW) systems during air raid alerts.

We recommend turning location search to 'all sources' in the device settings.