FAQ for Passengers

Answers about bookings, payments, cancellations and using Perloo. For detailed rules, please refer to the applicable Terms of Use and Payment Terms and the information shown before booking.

Bookings and payments

What is Perloo?

Perloo is a platform that connects you with partner transport providers and helps with booking, payment and communication. Your ride is carried out by the provider who accepts your booking.

How do I book, and when is my booking confirmed?

Enter your journey details, check the total price and available payment method, and submit your request. Submitting a request does not guarantee that a driver has been found. Your booking is confirmed when it is assigned to a driver and you receive confirmation through the platform.

What happens if no driver is available?

The booking is not confirmed and no final charge is made. If an amount has been temporarily held, the hold is released according to the payment provider’s process.

How is the price calculated? Is there a separate service fee?

The platform calculates the price using your journey details and shows the total amount payable before you submit the booking. Passengers do not pay a separate service fee. The confirmed price remains fixed, subject to the exceptions in the terms for changes to booking details, accepted additional services or mandatory legal requirements.

How do I pay, and what is a temporary payment hold?

Choose one of the payment methods shown in the app. A temporary hold may be placed on your payment method; this is not, by itself, a final charge or booking confirmation. The final charge is made after the ride, unless a different charging time is clearly communicated before booking. The relevant terms apply to cancellations and no-shows.

Your driver and pickup

When can I see and contact my driver?

With the current settings, your driver’s full name and the vehicle’s make, registration number and colour appear 30 minutes before the scheduled pickup. In-app chat and phone calls with real phone numbers masked become available at the same time. Calls are not recorded. If this window changes, you will be informed through the platform before the change applies to your booking.

What is the ride verification code?

The code helps you and the driver confirm that you have met for the correct ride. You can tell it to the driver. It is not a mandatory step for starting the ride.

Can I change my destination?

Changing the destination before the ride starts requires cancellation of the existing booking under the cancellation procedure and a new booking with the correct details. If the cancellation request is pending, the previous booking remains active. A new price is shown for the new booking. Check the cancellation terms before proceeding.

Can I end the ride early?

After boarding and starting the ride, you can ask to end it at a safe and lawful location. The original amount generally remains payable. If the early ending results from driver fault, a breakdown, an unsuitable vehicle, a safety issue or another circumstance for which you are not responsible, support will review the final charge and any refund.

Cancellations

Can I cancel? Will I be charged?

Cancellation at least 24 hours before scheduled pickup is free. When less than 24 hours and more than 30 minutes remain, you may submit a request for the administrator to review. Submission does not itself cancel the booking: it remains active until the administrator handles the request. Any charge or refund depends on the reason, fault and circumstances. From 30 minutes before pickup until the ride starts, the immediate cancellation procedure described below applies.

When is a ride cancelled immediately?

From 30 minutes before scheduled pickup until the ride starts (“Passenger onboard / Start ride”), including after the pickup time, cancellation by either driver or passenger immediately cancels the booking and removes it from active rides. The administrator reviews only the financial outcome afterwards. If the driver is at fault, the full amount is refunded or released; if the passenger is at fault, the full booking amount may be charged. The person who presses cancel is not automatically the person at fault. Another ride requires a new booking.

What if the driver cancels earlier?

If the driver submits a request more than 30 minutes before pickup, they remain committed to the ride and the booking stays active until the administrator handles it. The administrator seeks a replacement without changing the price or essential details. If one is found, the booking continues with the new driver. If none is found in time, it is cancelled at no cost to you and the full amount is refunded or released.

Does a pending request cancel automatically in the final 30 minutes?

No. A request submitted earlier remains pending and the ride stays active until the administrator handles it. It does not cancel automatically when the final 30-minute period begins. Either passenger or driver must take a new cancellation action during that period and before the ride starts for it to be cancelled immediately.

No-shows and refunds

My driver is not arriving. What should I do?

Submit a cancellation request stating that the driver has not shown up and describe what happened. The booking is cancelled immediately. The administrator reviews the incident and, if the driver is confirmed to be at fault, a full refund or release of the payment hold is issued.

What happens if I do not show up at pickup?

The driver may report a no-show no earlier than 20 minutes after the “arrival time” you entered in the booking, or 40 minutes for airports and ports. Waiting runs from that arrival time, not from the driver’s arrival. The driver must be at the agreed pickup point and have observed the required waiting period there. If you are absent when the no-show is reported, cancellation is justified even if you answered a message or call. The booking is cancelled immediately. There is no automatic charge; following a review of fault, you may be charged up to the full booking amount.

When will I receive my refund?

Refunds are made using the original payment method. If there was only a temporary hold, it is released rather than refunded as a completed charge. The time it takes to appear depends on the payment provider and your bank. Contact support if you have a question about a specific transaction.

Support and personal data

My charge looks wrong. How do I request a review?

Submit a request through the support system describing the ride and the problem. Requests are submitted as text, without attachments. The administrator reviews the information and may ask for clarification. Once the review is complete, you can see the decision and its explanation, if one has been recorded.

Can I contact the driver after the ride?

Direct communication through the platform is disabled once the ride is completed or cancelled. Booking information, such as the journey, full name, vehicle details and amount, remains in the history. Contact support if you need help or have left an item behind.

Why does the app need my location?

Your location helps identify the pickup point and provide updates on the distance between you and the driver. During an active ride, it may also update when the app is not open, provided the required permissions have been granted. The Privacy Notice provides more information about how your data is used.

Who should I contact about my personal data?

You can contact hello@perloo.app with requests about your personal data, including access, correction or deletion. The Privacy Notice explains your rights and the conditions for exercising them.