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Help

Rider - About Trip

Lost items

If you’ve lost an item, you can report this to Turvy Support using your Turvy-Rider app. For more information on doing this, head to our Lost and Found post on the Turvy Blog (https://turvy.blog/2019/03/27/lost-and-found-for-riders/).

Alternatively, you can contact our support team at help@turvy.net. Please have your trip details ready, so we can quickly get your driver to arrange the prompt return of your item.

Cancelling a ride

To cancel your request, tap ‘Cancel Trip’ on the screen’s lower left. Don’t forget! You’re not able to cancel once the trip has started.

We’ve also got Cancellations Fees in place to keep things fair for all users. Please keep in mind that each city has its own cancellation rules. For details, please visit our Cancellation Policy available in the Turvy-Rider app.

Please note: if you’re running a little late, we recommend contacting the driver to let them know.

Rating a driver

When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to order their drivers honestly, as poor ratings may impact a driver’s account. Please double-check your rating before submitting it, as it cannot be changed.

Getting a trip receipt

A receipt will automatically be sent to your registered email address when your trip ends.

Don’t forget to check your spam/junk folders if you find you aren’t receiving them!

Your Turvy account also includes a trip history of every ride you’ve ever taken. To view your receipts:

  1. Select ‘My Trips’ from the app menu
  2. Select a past trip
  3. You can review the receipt, tax invoice, as well as other trip details

 

Rider - Driver-Related

Rating a driver

When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to order their drivers honestly, as poor ratings may impact a driver’s account. Please double-check your rating before submitting it, as it cannot be changed.

Rating your driver

When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to order their drivers honestly, as poor ratings may impact a driver’s account. Please double-check your rating before submitting it, as it can not be changed.

To rate your driver, you’ll need to follow these three simple steps: 

  1. Go to My Trips in the sidebar menu
  2. Tap the trip you want to rate
  3. Select a rating between 1 and 5 stars and tap submit!

Can’t I contact my driver?

If you’re having trouble contacting the driver, please remember that they may be driving or unable to answer your call immediately. If this happens, please be patient and try contacting them again later. If you’re still unable to get the driver, please reach out to our Customer Support team – help@turvy.net. 

Contacting a driver

Once you’ve requested a trip, you’ll see a call icon at the bottom of the screen. When you tap the icon, you can contact your driver directly. Your actual number will not be shown to the driver for privacy reasons. 

The driver was impolite.

We hope all riders have a safe and pleasant experience during their trip. When a driver signs up with Turvy, they agree to maintain a high standard of professional care and service. If you believe you didn’t receive this, we’d be happy to help look into the issue. Simply contact Customer Support, provide your trip details, and we’ll review the situation for you. 

Rider - Fares and Fees

Getting a fare estimate

Type your intended destination in the “Where to” box " to view a fare estimate.

If you want to change the pickup point, please tap the pick up location in the bar on the top of the page, then update the address.
Once pick up and drop off points have been entered, a fare estimate will be displayed under the vehicle icon.

How are trip fares calculated?

Fares are calculated by the following:

Other charges may include:

Please note: Trip fares vary by each State and Territory in Australia. Visit our Legal section for more information.

The driver charged me a Cleaning Fee.

To ensure riders enjoy a safe and comfortable trip, drivers are encouraged to keep their vehicles regularly clean, sanitised and well maintained. If a rider makes a mess or litters and damages the car in any way, they might need to compensate the driver for the financial loss suffered by their driver.

A Cleaning Fee will apply based on the evidence submitted by the driver. This includes photos of the mess/damage and a cleaning service receipt. If a Cleaning Fee is paused, the entire amount will be given to the driver. We’ll also provide you with details of the cleaning fee. If you believe that the Cleaning Fee amount is inaccurate o wish to dispute the cleaning fee, you can submit an appeal.

What is a Dynamic Pricing?

Dynamic Pricing applies during periods of high demand. This means your trip fare may be slightly higher than usual to ensure their drivers are around during this time. You’ll be able to tell this by the multiplier added to the Base, Time, Waiting and Distance Fares. Fees such as levies and tolls are not subject to the Dynamic Pricing Multiplier. Please note: the Dynamic Pricing Multiplier is not fixed and can change according to day, time and location.

TURVY HAVE NO DYNAMIC PRICING

I didn’t receive my voucher or reward.

We’re sorry to hear that you didn’t receive your voucher reward. To confirm it has not been added to your account, please follow these steps:

 – Ensure your location is enabled

 – Go to Promotions > My vouchers

All Turvy’s rider offers are subject to the General Terms and Conditions for Rider Offers and any specific terms and conditions available in the Rider app and our website. We recommend that you review these terms carefully. 

If you believe that you qualify for the offer but still can’t see your voucher or reward, please let us know – at help@turvy.net. 

My voucher didn’t apply automatically.

We’re sorry to hear that your voucher didn’t apply correctly. All Turvy’s rider offers are subject to the General Terms and Conditions for Rider Offers available in the Rider app and our website. We encourage you to review these terms carefully and any specific restrictions noted on the vouchers you believe you qualify for the offer, but your coupons do not apply; please let us know – at help@turvy.net. 

My driver requested cash.

Turvy is committed to promoting a safe and fair ridesharing community for everyone. If your driver requested cash for a trip, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation where you feel unsafe, harmed, or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our Turvy Incident Response Team is also available 24/7; please contact us if you wish to report another incident. 

I can’t pay for the trip.

We’re sorry to hear that you’re having trouble paying for your trip. We suggest checking the potential reasons below:

Please note: you will not be able to request a new trip if you haven’t paid for a previous trip. If the fare amount was deducted from your bank account, but you’re still receiving the Payment Pending message, we suggest waiting a couple of days for the payment status to update.

Upfront Fares

Upfront Fares are available in all cities where Turvy operates and have been introduced to give riders certainty (up to a certain point) of the price they will pay for their trip. Please remember that Upfront Fares don’t account for additional stops, chanchangesdestination or unexpected detours. If the actual trip varies significantly from the estimated Upfront Fare, the fare will be adjusted accordingly.

Cancellation Policy

We’ve got Cancellations Fees in place to keep things fair for all users. Keep in mind that each city has its own cancellation rules. Please visit our Cancellation Policy available in the Turvy Rider app.

Please note: if you’re running a little late, we recommend contacting the driver to let them know.

Waiting Fee

Our per-minute Waiting Fee is applied for the time drivers spend waiting for riders. The Waiting Fee will only begin after your driver has delayed for three (45) seconds at the pickup point. You will then be charged a Waiting Fee of $2.00 per minute. This will continue until your driver commences the trip. 

If your trip is cancelled whilst your driver is waiting at your pick-up point, a Cancellation and Waiting fee will apply.

Toll Fees

If your trip passes through a toll, this amount will be automatically included in the Final Fare amount. Please note: tolls are not included in the fare displayed before confirming a request.

Rider - Payment

Error adding a payment method

If you are experiencing an error adding your payment details, try using another credit or debit card payment.

Please make sure all the payment information is correct when adding it again. If you’re still having trouble adding a payment method to your account, this could be due to the following:

  1. Insufficient funds
  2. Invalid transactions
  3. Lost/stolen card
  4. Expired card
  5. Invalid card number / CVV
  6. Suspected fraud

We recommend contacting your bank for further assistance.

Which payment methods can I use?

Currently, we support all valid Debit Cards, Credit Cards and PayPal. Please keep in mind that we do not endorse any cash payments.

Why was I charged before taking a trip?

To verify your payment method and secure your payment for a trip fare, we may place a temporary hold on your funds. This is known as an ‘Authorisation Hold’ and may be close to the Estimated Fare of your trip. 

Once a trip has been cancelled or completed, the Authorisation Hold amount will be released. The time it takes for this amount to return to your account depends on your financial institution. Please contact your bank for further information.

I have an unknown Turvy charge in my bank account.

If you don’t recognise a payment in your bank account, please check if the following apply:

  1. Do you share your account with a partner, friend or family member?
  2. Try locating the payment in My Trips. In some cases, the amount could be for a trip or a Cancellation Fee where the payment process was delayed.
  3. If the payment amount is pending and close to the Estimated Fare, it is most likely an Authorisation Hold. This amount is used to verify your payment method and protect you against fraud. Once a trip has been cancelled or completed, the Authorisation Hold amount will be released.

Please note the time it takes for an Authorisation Hold to return to your account depends on your financial institution. Please contact your bank for further information.

I was charged twice for my trip.

If you believe you were charged twice for your trip, please confirm your last payment was successful. If the payment amount is pending and close to the Estimated Fare, it is most likely an Authorisation Hold. This amount is used to verify your payment method and protect you against fraud. Once a trip has been cancelled or completed, the Authorisation Hold amount will be released.

The Authorisation Hold will be returned to your account automatically and released within 3-7 business days, depending on your financial institution. Please contact your bank for further information.

I paid a toll using cash.

If your trip passes through a toll road, the toll amount will be added to your total trip fare. You cannot pay for a toll with cash as the toll amount will be automatically included in the full fare.

If you’ve paid your driver in cash, we’d be happy to help resolve the issue. Simply contact Customer Support, provide your trip details, and we’ll review the situation for you.

How do I redeem a voucher/reward/promo code?

To redeem a promo code, simply follow the steps below:

  1. Tap the sidebar menu (upper-left corner of the homepage)
  2. Tap Promotions
  3. Enter the promo code, and tap APPLY
  4. Your vouchers will then be added to your account  and will apply to your trip automatically

Please note: 

I have a payment pending.

If you have an outstanding payment, you’ll need to pay this amount before requesting another trip. 

Please note: if you dispute a trip fare, our team will review the matter for you. During this time, the trip status will remain as ‘payment pending’, and you may not be able to request another trip.

Paying with a credit/debit card

To pay with a credit/debit card, you’ll need to add it as a payment method first. Tap the menu icon at the top left corner of the app, then tap Payment > Add Payment Method > Credit / Debit Card. 

If you’re having trouble adding a payment method to your account, this could be due to the following:

  1. Insufficient funds
  2. Invalid transactions
  3. Lost/stolen card
  4. Expired card
  5. Invalid card number / CVV
  6. Suspected fraud

We recommend you contact your bank for further assistance.

 

Rider - Safety

What if the driver makes me feel unsafe?

Your safety is our priority. We hope all riders can have a safe and pleasant experience during their trip. Unprofessional behaviour such as inappropriate comments, physical contact, aggressive behaviour, or other misconduct is unacceptable at Turvy.

If you’re ever in a situation where you feel unsafe or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button or share your live location with your Trusted Contacts by using the Share My Trip feature.

If you wish to report an incident, please contact our Support Team at help@turvy.net. Informing us of your incident will allow us to take immediate action to ensure the Turvy platform remains safe for both riders and drivers. We will work closely in cooperation with all local authorities.

I was involved in an accident.

We hope all riders can have a safe and pleasant experience during their trip. If you’re ever in a situation where you feel unsafe or have been injured, please immediately call Emergency Services (000). During a trip, you can use our Emergency Button to call 000. You can also send your location and trip progress to your Trusted Contacts using the ‘Share Trip. 

Whatever the nature of the accident, please also let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

Our Turvy Incident Response Team is also available 24/7. Please get in touch with us if you wish to report an incident.

When should I use the Emergency Button?

Your safety is our priority. If you’re ever in a situation where you feel unsafe or have been injured during a trip, you can use our Emergency Button to call 000. If the emergency did not occur during a trip, please contact emergency services by calling 000 directly. You can also send your location and trip progress to your Trusted Contacts using the ‘Share Trip.

Please note: the Emergency Button should only be used in an emergency. This includes, but is not limited to:

– If you feel your life is in danger

– If you have been physically / sexually assaulted

– If you, another rider or the driver has been seriously injured

How do I share my trip status?

Turvy is committed to promoting a safe ridesharing community for everyone. If you’d like to share your trip status / live location with friends or family, you need to add Trusted Contacts. To do so, head to the sidebar menu and tap Safety Centre > Trusted Contacts. You’ll then be able to enter the name and mobile number of trusted contacts you’d like to share your trip status/location with.

If you’re ever in a situation where you feel unsafe or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button (this will also notify your Trusted Contacts).

Our Turvy Incident Response Team is also available 24/7; don’t hesitate to contact us if you wish to report an incident.

The driver was aggressive toward me.

We hope all riders can have a safe and pleasant experience during their trip. Under no circumstances does Turvy tolerate inappropriate physical contact between drivers and riders during a journey. If you’re ever in a situation where you feel unsafe or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button or share your live location with your Trusted Contacts by using the Share My Trip feature.

Please let us know if a driver has made you feel uncomfortable or unsafe due to aggressive or inappropriate remarks, comments, gestures, or actions. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

Our Turvy Incident Response Team is also available 24/7. Please get in touch with us if you wish to report an incident. 

The driver discriminated against me.

We hope all riders can have a safe and pleasant experience during their trip.  If you’re ever in a situation where you feel unsafe or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

If a driver is discriminated against you based on your race, religion, disability, gender, or another way, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

Our Turvy Incident Response Team is also available 24/7; please contact us if you wish to report an incident.

The driver’s car didn’t match the description.

Turvy is committed to promoting a safe ridesharing community for everyone. If your driver’s vehicle didn’t match the description provided, please let us know. These complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation where you feel unsafe or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our Turvy Incident Response Team is also available 24/7. Please get in touch with us if you wish to report an incident. 

The driver didn’t match the driver’s profile photo

Turvy is committed to promoting a safe ridesharing community for everyone. If your driver didn’t check their profile picture, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.

If you’re ever in a situation where you feel unsafe or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our Turvy Incident Response Team is also available 24/7. Please get in touch with us if you wish to report an incident. 

How do I set Trusted Contacts?

If you’d like to share your trip status / current location with friends or family, you need to add Trusted Contacts. To do this, head to the sidebar menu and tap Safety Centre > Trusted Contacts. You’ll then be able to enter the name and mobile number of trusted contacts you’d like to share your trip status/location with. To notify your Trusted Contacts when you’re taking a Turvy trip, you’ll need to tap Share My Trip on the homepage.

If you’re ever in a situation where you feel unsafe or have been harmed or injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.

Our Turvy Incident Response Team is also available 24/7; please contact us if you wish to report an incident. 

 

Rider Sign-Up

How to get a Turvy rider account

Your first trip is just a tap away! Follow the steps below:

  1. Download the Turvy Rider app from the App Store or Google Play.
  2. Register your account with your mobile number, name and email address. You will receive a verification SMS during the signup process.
  3. Before you can request your first trip, you must complete your payment details by adding a credit or debit card to your account. This will enable your trip fares to be automatically charged after each ride.

After completing the steps above, you’re good to go!

Changing your email address

To change your email address, follow these steps:

  1. Tap the sidebar menu on the left-hand side of the homepage
  2. Tap your profile picture
  3. Select Email > CHANGE EMAIL to input your new email address. Please note: that the email address will need to be verified after each change.
  4. You’ll then receive a verification link via email.
  5. After the email has been verified, it will be linked to your Turvy account.

Changing your mobile number or profile picture

To change your mobile number or profile picture, follow these steps:

  1. Tap the sidebar menu on the left side of the homepage
  2. Tap your profile picture
  3. Tap “Edit Profile Picture” or tap “Phone number.”

Please note: If you change your mobile number, a Verification Code will be sent by SMS to the selected number.

Changing the language

The Turvy-Rider app is currently available only in English

Refer a friend

Are you registered with Turvy? Share the Turvy experience with your friends and family and be rewarded simultaneously!

Invite friends and family to ride with Turvy, and they’ll receive a voucher to spend on their first ride. Once they complete their first ride, you’ll also be rewarded with a voucher to spend on your next trip.

To ensure you receive your reward, use your customised referral link.

How to find and share your referral link:

  1. Tap your profile picture in the top-left corner of the homepage.
  2. Tap “Invite Friends.”
  3. Select how to share your link (tap ‘More’ to see all options)
  4. Once your friend completes their first trip, a voucher will be added to your account

Please note: referrals only apply to riders who sign up and use the Turvy app in Australia.

Can I register a Business Account?

Unfortunately, we only offer personal accounts for now. However, keep your eyes peeled for any updates on business accounts. We’ll let you know as soon as this is available!

How do I delete my Turvy account?

To delete your account, tap your profile picture in the sidebar menu, then tap Delete Account. 

If you choose to delete your account, any unredeemed vouchers will be permanently removed. Your information will be retained to the extent required by the relevant laws.

I forgot my password.

If you’ve forgotten your password, you can reset it by tapping Forgot Password on the login page. A 6-digit Verification Code will then be sent to your registered mobile number. Once you enter this code, you’ll be redirected to a page where you can enter your new password.

Riding with Turvy

Updating or deleting an address

To save an address:

1. Tap the navigation menu in the top-left of the screen

2. Tap Settings > Favourite Places

3. Enter the address under Home, Work or Other

To delete a saved address:

 1. swipe left on the address you wish to delete

2. Tap DELETE

Can minors ride alone with Turvy?

Riders under 18 are not allowed to ride alone with Turvy; they should be accompanied by someone 18 years old. 

Can I pre-book a trip?

Yes, you can pre-book

For now, you can request a trip using these simple steps:

  1. Open the Turvy Rider app
  2. Tap ‘Where to?’
  3. Enter your pickup and drop-off point
  4. Select your preferred vehicle type
  5. Double-check your trip details and tap CONFIRM!

Riding with pets

In compliance with relevant legislation and regulations, service animals are permitted to accompany riders during a trip. 

Some of our drivers are allergic to animals, and some are not. Turvy understand that everyone deserves to travel with their pets, whether service or non-service. Therefore, such riders can request a driver through our app called (TurvyPet)

If you choose not to request the appropriate service vehicle, the driver has the right to refuse or cancel the trip.

Riding with children

Turvy is committed to promoting a safe ridesharing community for everyone, including families. This means if you’re travelling with a child (typically under seven (7) years of age but dependent on the laws in your State), they must be seated in a suitable and approved child restraint. 

Because not all children are the same age and size, drivers are not expected to provide adequate restraints for children. Therefore, if you decide to travel with your child, you must request (TurvyFM). If you ignore and request a ride, otherwise, the driver has the right to cancel the trip, and you are required to pay the cancellation fee. Without a child restraint, you may not be able to take a journey with Turvy.

Requesting a ride with multiple stops

Head to the homepage and tap ‘Where to?’ to add a stop to your trip. You can then tap the plus (+) sign next to the text box to add a finish and your final destination.

Please note a maximum of 2 stops per trip. For everyone’s convenience, try to keep it short!

Riding with assistive devices

Riding with assistive devices should not affect your ability to request a trip. However, we advise you to contact your driver in advance to ensure their car can accommodate your needs.

Ride now with Turvy

You’ll need to launch the app, tap “Where to?” enter your destination, and tap CONFIRM to request a trip.

You’ll then have the option to confirm the trip request or change your pick up location on the map. If you change the pickup address, you’ll be asked to verify your choice again. 

Once your request has been accepted, your driver’s location and ETA will be shown on the in-app map.

Updating your pickup/drop-off location

To update your pickup point, tap ‘Edit Pickup’. If you cannot do so, you can contact your driver directly using the call icon at the bottom of the screen to let them know. If you’re still unable to update the address, we recommend cancelling and requesting another ride.   

You can also change your destination by tapping ‘Update Destination’. You’ll find this by heading to the driver details page.

 

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