loading...

Rider

How to get a Turvy rider account

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

  1. First, download the Turvy Rider app from the App Store or Google Play.
  2. Next, register your account with your mobile number.
  3.  You will receive a verification SMS to confirm your mobile number.
  4. Next, fill out your name, email address one current passport-size photo.
  5. You must choose one of the following charities as it is mandatory:-

 

Any one of your choices will be your supporting charity, and 5% of every ride you take with turvy will contribute to your charity.

  1. Before requesting your first trip, you must complete your payment details by adding a credit or debit card to your account. These will enable your trip fares to be charged automatically after each ride.

After completing the steps above, we will send you a confirmation message to the email you provided. You will find a link in the email to click to confirm then 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 you will verify your email address after each change.
  4. You'll then receive a verification link via email.
  5. After verifying the email address, we will direct you 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.

How do I delete my Turvy account?

To delete your account, tap your profile picture in the sidebar and Delete the account. 

If you delete your account, we will permanently remove any unredeemed vouchers. However, Turvy will retain your information regarding the relevant laws.

I forgot my password.

You can reset your password by tapping Forgot Password on the login page if you've forgotten it. 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.

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. Simply 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 and over. 

Can I pre-book a trip?

Yes, you can pre-book a trip.

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

  1. Open the Turvy Rider app
  2. Tap 'Where to?'
  3. Enter your pick-up 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 driver-partners 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, and you must pay the cancellation fee.

Riding with children

Turvy is committed to promoting a safe ridesharing community for everyone, including families. If you're travelling with a child (typically under seven (7) years of age but dependent on your state's laws), 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. Then, you can 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. But, 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

To request a trip, you'll need to launch the app, tap "Where to?" enter your destination, and tap CONFIRM.

You'll then have the option to confirm the trip request or change your pick-up location on the map. You'll be asked to verify your choice if you change the pick-up address. 

Once your request has been accepted, Turvy will show your driver's location and ETA on the in-app map.

Updating your pick-up/drop-off location

To update your pick-up point, tap 'Edit Pick-up'. 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. Again, we recommend cancelling and requesting another ride if you cannot update the address.   

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

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 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.

If a rider (you) request a ride, a driver accepts your request, and you cancel, you will pay a cancellation fee.

If a driver accepts your request and cancels the request, the driver will pay you the (rider) a cancellation fee.

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 you cannot change it.

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 the 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

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 you cannot change it.

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, then submit!

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. Turvy will not show your actual number to the driver for privacy reasons. 

I can't 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 cannot get the driver, don't hesitate to contact our Customer Support team – help@turvy.net. 

The driver was impolite.

We hope all riders have a safe and pleasant experience during their trip. When drivers sign 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. 

Getting a fare estimate

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

If you want to change the pick-up 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, Turvy will display a fare estimate 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.

Drivers are encouraged to keep their vehicles clean, sanitised and well maintained. However, if a rider makes a mess or litters and damages the car, 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. It includes photos of the mess/damage receipt. We'll also provide you with details of the cleaning charges. If you believe that the Cleaning Fee amount is inaccurate or wish to dispute the cleaning fee, you can submit an appeal.

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 share your current location with your Trusted Contacts using the Share My Trip feature.

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

I can't pay for the trip.

We're sorry that you're having trouble paying for your trip. However, 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 Turvy deducted the amount 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.

What is Split Fare?

The Split Fare feature allows you to share the cost of the fare evenly between you and your friends. Simply send a Split Fare invitation after making a request, kick back, relax and forget the days of talking about who pays next! Unfortunately, Turvy does not have a Split Fare.

Cancellation Policy

We've got Cancellations Fees to keep things fair for all users. However, 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 will apply to the time drivers spend waiting for riders. Therefore, the Waiting Fee will only begin after your driver has waited for one (1) minute at the pick-up point. After that, a waiting Fee of $2.00 per minute will apply until your trip start.

If a driver accepts your trip request and you cancel, you will be charged a cancellation fee of $15 (no Waiting Fee will apply). A Waiting Fee will only apply when the driver awaits at the pick-up location.

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.

Error adding a payment method

If you are experiencing an error in 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. However, please remember that we do not keep 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, Turvy will release the Authorisation Hold amount. 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?

Try locating the payment in My Trips. In some cases, the amount could be for a trip or a Cancellation Fee where Turvy delayed the payment process. 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, Turvy will release the Authorisation Hold amount.

  1. 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.

Please confirm that your last payment was successful if you believe you were charged twice for your trip. 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, Turvy will release the Authorisation Hold amount. The Authorisation Hold will be returned to your account automatically and removed within 3-7 business days, depending on your financial institution. Please get in touch with your bank for further information.

I paid a toll using cash.

If your trip passes through a toll road, we will add the amount to your total trip fare. Unfortunately, you cannot pay for a toll with cash, as the toll amount will be automatically included in the total fare. However, we'd be happy to help resolve the issue if you've paid your driver cash. Simply contact Customer Support, provide your trip details, and we'll review the situation for you.

I have a payment pending.

You'll need to pay this amount before requesting another trip if you have an outstanding payment. 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. Then, tap the menu icon at the top left corner of the app, 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.

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 injured, you can call emergency services on 000. During a trip, you can call 000 using our Emergency Button or share your live location with your Trusted Contacts 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 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. However, if you're ever in a situation where you feel unsafe or 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 available 24/7; please contact 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 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. These include, but are 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. You must add Trusted Contacts to share your trip status / live location with friends or family. 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.

If you're ever in a situation where you feel unsafe or 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 available 24/7; please 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. However, Turvy tolerate inappropriate physical contact between drivers and riders under no circumstances during a trip. 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 call 000 using our Emergency Button or share your live location with your Trusted Contacts 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 available 24/7; please contact 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. However, 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 share your current location with your Trusted Contacts using the Share My Trip feature.

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

Our Turvy Incident Response Team is 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. Please let us know if your driver's vehicle didn't match the description. 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 share your current location with your Trusted Contacts using the Share My Trip feature.

Our Turvy Incident Response Team is available 24/7; please contact 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. Please let us know if your driver didn't check their profile picture. 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 share your current location with your Trusted Contacts using the Share My Trip feature.

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

 

How do I set Trusted Contacts?

You must add Trusted Contacts to share your trip status/location with friends or family. 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 with whom you'd like to share your trip status/location. Then, to notify your Trusted Contacts when you're taking a Turvy trip, you'll just 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 share your current location with your Trusted Contacts using the Share My Trip feature.

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

What is a Dynamic Pricing?

Dynamic Pricing applies during periods of high demand. It 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