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Your first trip is just a tap away! Simply follow the steps below:
Any one of your choices will be your supporting charity, and 5% of every ride you take with turvy will contribute to your charity.
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:
Changing your mobile number or profile picture
To change your mobile number or profile picture, follow these steps:
Please note: If you change your mobile number, a Verification Code will be sent by SMS to the selected number.
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.
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.
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
Riders under the age of 18 are not allowed to ride alone with Turvy. They should be accompanied by someone 18 years and over.
Yes, you can pre-book a trip.
For now, you can request a trip using these simple steps:
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, and you must pay the cancellation fee.
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.
Simply 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 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.
To request a trip, you’ll just need to launch the app and 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. 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.
To update your pickup point, simply 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.
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.
If a rider (you) request a ride and 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 it cannot be changed.
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:
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.
To rate your driver, you’ll need to follow these three simple steps:
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.
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.
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.
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.
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.
To ensure riders enjoy more comfortable trips, 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 applied, 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 or wish to dispute the cleaning fee, you can submit an appeal.
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, and please contact us if you wish to report another incident.
We’re sorry to hear 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.
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 doesn't have Split Fare.
We’ve got Cancellations Fees in place 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.
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 three (3) minutes at the pickup point. After that, you will be charged a Waiting Fee of $2.00 per minute for the duration until your driver commences the trip.
If your trip is cancelled, only the Cancellation Fee will apply (no Waiting Fee will apply).
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.
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:
We recommend contacting your bank for further assistance.
Currently, we support all valid Debit Cards, Credit Cards and PayPal. However, please remember that we do not keep any cash payments.
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.
If you don’t recognise a payment in your bank account, please check if the following apply:
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.
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, 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.
If your trip passes through a toll road, we will add the amount to your total trip fare. You cannot pay for a toll with cash as the toll amount will be automatically included in the total fare. If you’ve paid your driver 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.
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.
To pay with a credit/debit card, you’ll need to add it as a payment method first. Simply 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:
We recommend you contact your bank for further assistance.
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 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.
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 also available 24/7; please contact us if you wish to report an incident.
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
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, simply 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 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; please contact us if you wish to report an incident.
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 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 contact us if you wish to report an incident.
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 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.
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 contact us if you wish to report an incident.
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 contact us if you wish to report an incident.
If you’d like to share your trip status / current location with friends or family, you need to add Trusted Contacts. To do this, simply 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 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 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.
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.