The passenger made you feel unsafe or uncomfortable

You have the right to decide if you feel comfortable picking up a passenger. Your safety comes first.

If you ever drive up to a passenger and you feel uncomfortable for safety reasons, let us know about it as soon as possible by tapping 'Contact Support.' You may ask the passenger to cancel the ride or cancel it yourself if they won't.

Never decline a ride based on a discriminatory reason or drop-off location (unless it's more than 100 miles away).

Passenger not ready

If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to do so. The ride won't start until you've tapped 'Pick up.'

Leep's cancellation fee policy only requires that you wait 5 minutes after you tap to arrive, but you're welcome to wait as long as you feel necessary. If you wait longer than 5 minutes and cancel as a no-show, you'll receive the cancellation fee.

Passenger not at pickup

If your passenger isn't outside when you arrive, we recommend waiting a minute or two, then giving them a call. If your passenger does not answer, wait a little longer until you can mark them as a no-show/cancellation. 

The wrong passenger picked up

It's essential to make sure that the requesting passenger matches the PIN the passenger has for their trip. If the PIN doesn't match their trip will not be unlocked. If this happens to you, ask the incorrect passenger to exit the vehicle and wait for the correct Leep Driver; they will not be charged because their trip was not unlocked.


The ride ended too early

When you complete a trip early, the app stops recording the ride's time and distance. To calculate earning correctly, accurately record pickup and drop-off locations.

Please note: When trips are not recorded appropriately, we are not unable to adjust earnings for those trips.

If this happens before you arrive at the pickup location, you'll no longer be able to call them or navigate to them. Also, the passenger may be notified to pay as if they took a trip. Send us a message by tapping 'Contact Support' below as soon as you can so we can refund the passenger accordingly.

If this happens after you pick up the passenger, kindly ask them to request the ride again. The request should go to you because you're the closest driver.

How to avoid early drop-offs

It may take a moment for your app to confirm that you have put in the unique PIN of the rider. If you're having connectivity issues, tap it once.

If you select 'Tap to Complete Trip' by mistake, tap 'Cancel' to stay in the ride. Tapping 'Complete Trip' ends the trip. If the passenger didn't provide a drop-off location when requesting the ride, enter the destination before leaving. Don't type addresses while driving.

The ride ended too late

If you forget to complete a trip, the passenger can be charged for any additional time and mileage.

In this situation, you must send us a message by tapping Help Desk below so we can make sure the passenger gets refunded. Include the drop-off location in your message.

If your app is slow to respond

 There are a few things you can do. As a general rule, keep your phone charged and quit any unnecessary apps. Other apps can significantly slow down your phone when giving rides. 

Make sure your device is updated with the latest software and/or operating system for your phone

Leep Navigation defaults to Google Maps:

ProTip: download San Antonio Maps onto your phone from Google Maps; this will ensure that you will always be able to find your destination even if you lose internet access.

If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.

  1. Force quit your app and reopen it
  1. Toggle airplane mode on and off
  1. Turn your phone off then on again
  1. Uninstall and reinstall the app