Payment disputes and chargebacks

Ridee strives to make every transaction clear, secure and trustworthy. However, if you believe a charge was made in error or you've noticed an unexpected deduction, we're here to help you resolve it quickly and fairly. Understanding how payment disputes and chargebacks work ensures your account stays protected and your issue is handled efficiently.

Understanding payment disputes

A payment dispute occurs when you question or challenge a charge related to your trip, for example, a late fee, cleaning charge or damage claim.

Before initiating a formal dispute, always:

• Review your Trip Summary in the Ridee app
• Check your email receipts for fee explanations
• Contact Ridee Support directly if something looks incorrect

Most issues can be resolved quickly within the app without involving your bank or card provider.

Common reasons for disputes

Guests typically raise payment concerns for:

• Unrecognized or duplicate charges
• Unexpected post-trip fees (e.g., fuel, cleaning or damage)
• Refund delays or missing credits
• Canceled or modified trips with incorrect billing
• Misapplied promotional codes or Ridee credits

Ridee carefully reviews each case with full transaction records and host documentation.

How to report a payment issue

To dispute a payment directly with Ridee:

1. Open the Ridee app or website
2. Go to Help → Billing & Charges → Report a Payment Issue
3. Select the affected trip and provide details, screenshots or receipts
4. Submit your report for review

You'll receive confirmation once your case is received and a Ridee billing specialist will follow up within a few business days.

About chargebacks (bank disputes)

If you contact your bank or card issuer to reverse a Ridee payment, this is called a chargeback.

While you have the right to do so, keep in mind:

• Chargebacks automatically pause your Ridee account until the case is resolved
• Ridee will provide your bank with evidence and records of the transaction
• The process can take up to 60–90 days, depending on your bank
• If your claim is denied by your bank, the charge will remain on your account

To avoid account holds or long delays, always reach out to Ridee Support first. Most cases are resolved faster and more smoothly this way.

Resolution process

Once your report is received, Ridee will:

• Review trip data, receipts and host communications
• Confirm whether the charge was valid or made in error
• Issue an adjustment or refund if appropriate
• Notify you by email and in-app once the case is closed

Refunds are typically processed to your original payment method within 3–5 business days after approval.

Protecting your account

To keep your account in good standing:

• Use the Ridee app for all cancellations and modifications
• Avoid filing chargebacks before contacting Ridee Support
• Keep your payment details up to date to prevent transaction issues
• Monitor your email and app notifications for billing updates

Unresolved chargebacks may result in temporary account suspension or future booking restrictions until the matter is cleared.

When to contact Ridee Support

Reach out if:

• You notice a charge you don't recognize
• You've already canceled a trip but were still billed
• You believe a refund hasn't been processed correctly
• You've received a chargeback notification and need to resolve it

Our support team will guide you through every step to ensure your case is handled quickly and transparently.

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Dispute or billing question? Contact our support team for assistance.