The driver made me feel unsafe or uncomfortable

You have the right to decide if you feel uncomfortable in a Leep vehicle, and if the driver makes you feel unsafe; you may tell the driver to drop you off in a safe well lit place. Contact the help desk, or call us directly at 210-599-9999, and we will answer 24/7. If you find yourself in an emergency on the app, there is an option for calling 911, or you may contact your emergency contact number just by clicking the phone icon on your reservation. 


The driver never showed up

When you request a ride and a driver accepts the trip, you expect that the driver will show up in the estimated time given when you booked the trip; sometimes there are unforeseen circumstances that may prevent the driver from arriving at the expected time.  If this happens, you may cancel the trip without penalty and request another Leep vehicle. If, by chance, you get charged a cancellation fee that you feel was not appropriate, please contact the helpdesk and fill out a ticket with a description of what happened. You will receive a prompt refund through your bank that you had previously connected with your Leep profile.

Leep's cancellation fee policy only requires that the driver wait 5 minutes after they tap arrive. If you are not ready you may contact the driver and let them know that you are delayed, but they might cancel the ride if you take too long or they have not made contact with you. You might be subject to a cancellation fee. 


I put in the wrong pick-up location

It's ok, we all make mistakes. You have two options here; you may contact the driver and let him/her know the correct pick-up location, or as soon as you realize the pick-up location is incorrect, you may cancel and rebook your ride. If too much time passed and the driver is at the wrong location, you may be subject to a cancellation fee. If this occurs, you may be able to contact the help desk, and a Leep associate may be able to help you on a case by case basis.  



I took the wrong Leep vehicle

There are measures in place for this not to occur with our Leep vehicle. When a Rider requests a ride, you will receive a unique PIN. This pin will unlock your destination when you are in the correct Leep vehicle. If there are multiple requests for Leep drivers, it may be possible that more than one vehicle will show up at a particular place Coming Soon! Any Leep Is Your Leep..
At this time, however, you will need to locate your Leep Driver; just contact either by phone or text.


 

I want to change or add a destination

There are instances where you need to change or add a destination; you will be subject to additional fees for mileage and time then you estimated cost. You may ask the driver to add the additional destination. They will need to pull over at a safe location and add or change your new destination manually, or you may update the destination in the app. This will generate an additional PIN that you give to the driver to update their navigation. This will bring up your change immediately.


How do I leave feedback?

We are glad to hear from you. Here is a link on how to leave feedback on your driver and trip. We encourage all of our Leep Community of Riders to reach out to us. 

How do I rate my Leep Driver?

It is important to our drivers that you give them a rating. Drivers depend on the feedback to maintain their status on the Leep Platform.

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.


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
  2. Toggle airplane mode on and off
  3. Turn your phone off then on again
  4. Uninstall and reinstall the app