I Was Charged Incorrectly

I Was Charged Incorrectly

updated March 14, 2020

Select your situation - On this page above for details: If you believe you were overcharged or charged in error after reviewing the following information, select Help Desk below so our Support team can assist you.

Overcharged for my ride

Here are some common reasons riders believe they were overcharged for a ride. Check to see if any of these situations may have applied to your trip:
Higher price than expected
Passengers may see higher ride costs when there's more demand for rides. If your upfront price was higher than expected, it might have been busier than usual. Learn more about Leep price calculations.

Poor route

Drivers are encouraged to use GPS to navigate to your destination but are allowed to take alternate routes to avoid construction, blocked roads, or heavy traffic when necessary. If you believe a more efficient route was available, let us know, and we'll review your ride.

A separate charge labeled 'Leep *PENDING AUTH.'

When you create a Leep account, update your payment method, or request a ride, you may see a pending transaction in addition to your ride charge on your payment method. An extra cost, but a temporary authorization we use to verify your payment method. The authorization will never actually process but may show as "pending" on your bank statement.
An authorization appears on your card or bank statement as 'Leep *PENDING AUTH,' and your card issuer will typically remove it within 5-7 business days. Learn more about temporary authorizations.

Toll fee

The final ride fare you see in the app includes applicable toll fees, which are priced based on the local electronic toll collection system. Here's a list of tolls in Texas that's charged to the rider. Please note that Leep reserves the right to apply tolls to rider fares that may not be identified on this list.

Service fee

Added on a per-ride basis, the Service Fee helps support the Leep Platform and related services, including a broad spectrum of operating costs and safety measures like insurance and background checks.

Damage fee

If you or a member of your group causes physical or cosmetic damage to the interior or exterior of your driver's car, we'll assess a damage fee and charge your default payment method. Learn more about damage fees.

Paid for a ride, I didn't take

Here are a couple of reasons you might see a charge from Leep. Check to see if any of these situations may apply to you:
An unexpected expense labeled 'Leep Rideshare *PENDING AUTH.'
When you create a Leep account, update your payment method, or request a ride, you may see a pending transaction on your payment method. This isn't a charge, but a temporary authorization we use to verify your payment method. The authorization will never actually process but may show as "pending" on your bank statement.
An authorization appears on your card or bank statement as 'Leep Rideshare *PENDING AUTH,' and your card issuer will typically remove it within 5-7 business days. Learn more about temporary authorizations.

The ride started without me

If a driver started a trip without you, or you believe a different rider took your Leep ride, let us know by selecting 'Help Desk', and we'll investigate.

Family member or friend's ride

If you don't recognize a Leep transaction, check whether your family or a friend used your Leep account or a shared credit card to take a trip.

Cancel or no-show fee

To compensate your driver for their time and gas, we'll apply a cancellation fee in specific situations. Learn more about the cancellation policy for riders.

Credit or coupon didn't apply

Any valid ride discounts or Leep credits on your account are automatically applied to eligible rides. See the 'Promos' tab of your Leep app to check for limitations and expiration dates. Learn more about ride discounts and Leep credit.




    • Related Articles

    • Toll info for Leep Riders

      update March 14, 2020 The following fees may apply during your Leep ride. These fees may be retained by your driver, Leep, or other third parties. If something looks like it was incorrectly charged to your ride, send us a message by tapping the ...
    • How to request a ride

      Open Leep Rider App on your Mobile device. updated: February 28, 2020 1. Tap on (Blue arrow icon) current location. 2. Make sure the address matches your current location or type in your Pick-up or current location in the search box (Search ...
    • Cash Policy

      For our senior Leep Riders or those who do not have access to online banking, or do not wish to share their personal credit card information within the Leep Platform; Riders may use the cash option to pay for their rides. Riders may do so by either ...
    • Temporary authorizations

      update March 7, 2020 When you create a Leep account, update your payment method, or request a ride, you may see a pending transaction on your payment method. This isn't an extra charge, but a temporary authorization we use to verify your payment ...
    • How will I be notified about damage fees?

      I was charged a damage fee If you or a member of your group causes physical or cosmetic damage to the interior or exterior of your driver's car, we'll assess a damage fee and charge your default payment method. View the Terms of Service to learn ...