I was charged incorrectly

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 ride:

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.

Separate charge labeled 'TANTAXI *PENDING AUTH'

When you create a TanTaxi 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. This isn't an extra 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 'TANTAXI *PENDING AUTH', and your card issuer will typically remove it within 5-7 business days. Learn more about temporary authorizations.

Service fee

Added on a per-ride basis, the Service Fee helps support the TanTaxi 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.

Paid for a ride I didn’t take

Here are a couple reasons you might see a charge from TanTaxi. Check to see if any of these situations may apply to you:

Unexpected charge labeled 'TANTAXI *PENDING AUTH'

When you create a TanTaxi 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 'TANTAXI *PENDING AUTH', and your card issuer will typically remove it within 5-7 business days. Learn more about temporary authorizations.

Ride started without me

If a driver started a ride without, or you believe a different rider took your TanTaxi ride, let us know by selecting 'Contact Support' below and we'll investigate.

Family member or friend's ride

If you don’t recognize a TanTaxi transaction, check whether your family or a friend used your TanTaxi account or a shared credit card to take a ride.

Cancel or no-show

To compensate your driver for their time and fuel, we'll apply a cancellation fee in specific situations.

Credit or promocode didn't apply
Any valid ride discounts or TanTaxi credits on your account are automatically applied to eligible rides. See the ‘Promos’ tab of your TanTaxi app to check for limitations and expiration dates. Learn more about ride discounts and TanTaxi credit.