When Michelle contacted Uber to dispute the fee and to demand answers, she was sent photos of the alleged mess and was told it was vomit. According to Uber's website, a $150 cleaning fee is charged for a “Level 4 major bodily fluid mess that requires cleaning between the windows, doors or air vents”.
The cleaning & damage fee
If your driver claims that you left a mess in their car, you'll receive an email explaining that a cleaning fee is being applied to your ride. This passenger got the maximum cleaning fee, $150.
What looks like an extra trip charge is likely an authorization hold. Authorization holds for the amount of the upfront fare shown in your app may be issued when you request a ride. These temporary holds allow us to protect against fraud from unauthorized card usage and are never charged to your account.
Uber Pass provides savings on rides and Uber Eats orders, subject to the specific terms in the offer. Uber Pass is a monthly subscription. Unless otherwise stated, each pass is good for a month and will renew automatically.
Additional charges may apply to your trip, such as: estimated tolls; surcharges for trips to or from airports, events, seaports, stadiums, and other venues; and surcharges in certain cities that are meant to offset governmental fees imposed on rideshare services.
If you didn't request this ride at all, it's possible that someone you know could have been logged into your account and may have requested a ride on your account without realizing it.
Call Uber on the phone
Uber has a 24/7 local support line for general customer service: 800-593-7069.
You can get help right in the app. To speak to an agent, go to Help in the Driver app, then navigate to the issue you're experiencing to see the support options available.
When will the authorization hold be removed? It usually takes 3-10 business days after the charge goes through. It may sometimes take longer than that depending on your bank's processing times or policy. Where can I get more information on authorization holds?
You should tip Uber and Lyft drivers between 10 and 20 percent based on quality of service. You should use a set tip of $4-$6 for rideshare delivery.
You can cancel a trip at any time through the Uber app, but may be charged a cancellation fee if you cancel after you're matched with your driver. Cancellation fees pay drivers for the time and effort they spend getting to your location.
Riders are responsible for messes made to the interior or exterior of a vehicle (such as vomiting or food spills), and the fees are paid in full to the driver. In the event that you are charged a cleaning fee, you will receive an updated trip receipt.
Dial 1-833-USE-UBER (1-833-873-8237) from your cell phone to talk to an Uber team member who will help you create an Uber account and request a ride. You can choose between English and Spanish when requesting a trip. You will need to call from a cell phone that can receive text messages.
You can request an Uber ride online via m.uber.com, whether that's on: An older phone with internet browsing capabilities. A tablet or laptop. A public desktop computer with internet access.
24/7 customer support
Contact us directly from your Uber app. We're always online to answer your questions.
After you take your first trip, you may see amounts listed as 'pending' on your bank statement or transaction history. These are authorisation holds – amounts of money that we use to verify your payment method. They are immediately voided by Uber, but they may take a few days to be released by your bank.
When you arrive at your destination and exit the vehicle, your trip ends. Your fare is automatically calculated and charged to the payment method you've linked to your Uber account. In some cities, you can pay your fare in cash. If available, this option must be selected within the app before you request a ride.
Report a suspicious charge or debit immediately
Contact your bank or card provider immediately if you suspect an unauthorized debit or charge. If a thief charges items to your account, you should cancel the card and have it replaced before more transactions come through.
If someone uses my credit card to call Uber, can Uber tell me the name of the person? No. Anytime a credit card is used in a suspected fraudulent manner, very little information about the person is given, even if the company has the person's full bio in front of them. The reason is simple.
Uber Pass is a membership that unlocks savings across Uber. For a fixed monthly fee, you get discounts on your rides, Eats, and grocery delivery, letting you do more with Uber.
Can I see how much I was tipped by a specific rider or customer? To protect your customer's privacy, you'll be able to see the tip you receive on the trip receipt but will not see that individual's name or photo.