Question a line on your statement

Do this when a line on your statement looks wrong: a ride missing, a fare short, a charge you do not recognise, a km figure you dispute.

Before you start. You have 30 days from the statement to question a line, and 14 days from its issue to dispute the statement as a whole.

Steps to question a line

1. Open the Statement tab and scroll to Every line.
2. Tap the ride to see its lines, then tap the line.
3. Pick the Reason: Ride missing, Fare wrong, Charge not recognised, Km disputed or Other.
4. Write what you expected, and why.
5. Tap Send. The app shows a ticket number.

Steps to dispute the whole statement

1. Open the Statement tab. Under Your statement for this month, tap Dispute it.
2. Write what is wrong, and what you expected.
3. Tap Send. The card then says you have disputed the statement.

What happens next

For a question on a line, someone replies within five business days. A correction lands as an adjustment line on the next statement, with the reason; the rest of the statement is settled as usual.

A dispute is answered in writing. The card shows whether it was upheld; anything upheld appears as an adjustment on your next statement. Once the 14 days have passed, the card says the window has closed, and you can still question a single line.

For a km question, the team reads the drives behind the figure. Every drive is read from the car, and a drive with a gap in the car's reporting is flagged so the row can be discussed on its facts.

If something goes wrong

Related: Your monthly statement, Published charges, Damage, the excess and the waiver