Frequently asked questions
Answers before you contact support.
These answers provide general guidance. The app, displayed fare information and applicable policies control the specific trip.
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Use your browser’s find function to locate a word such as refund, OTP, captain or deletion.
Availability is shown in the app after you set a pickup location. Ride categories, operating hours and coverage can differ by city.
The app may use distance, expected time, ride category, local pricing, demand, tolls, taxes and applicable fees. Review the displayed fare information before confirming.
Yes. A charge may apply depending on the stage of the booking, captain arrival, waiting time and the reason selected. See the Cancellation and Refund Policy.
Do not board. Move to a safe place, cancel with the relevant reason and report the mismatch through support.
Use the in-app deletion option where available or submit a request through the Delete Account page using your registered details.
Install the Captain app and complete the onboarding steps. Approval depends on service-area, identity, driving, vehicle, insurance and regulatory requirements.
After Urben Rider approves and initiates an eligible refund, the bank, card issuer, payment provider or wallet controls the final posting time.
No payment is processed on this static website. Ride payments are handled through the app and supported payment providers.