I don't understand a charge

Don't understand the amount of the charge made following your ride ?

As a general rule, the pre-authorisation taken at the start of the ride can take 5 to 10 working days before it is adjusted to correspond to the actual pricing for your ride or disappears. If the charge still does not correspond to what you thought you were paying, please check the following points :

Have you parked your pony outside a parking area or left it in a prohibited zone or outside the operating area ? If so, you may receive a penalty.
If a penalty has been applied, you will see this indication on the details of your ride :

If you have subscribed to a pass, have you exceeded the usage limits included in your pass ? Any extra minutes or extra rides will be charged at the standard pricing.
To check this, you can find the conditions of your membership in the "fares and passes" tab of your app. For example, you'll see this :


Did you paused your ride ? Don't forget that the per-minute rate continues to apply during the break.

Did you stop your ride? If not, your ride continues in the app and you continue to pay by the minute. If this is the case, don't hesitate to contact our teams so that they can check your ride again.

Please also note that any negative credit will be automatically adjusted by the application during the next race, and our teams will be able to check whether this has occurred on your account.
In what situations can a negative credit occur?
If a penalty could not be billed directly to your bank account (payment method not compatible or payment failure).
If the price of a ride is higher than the credit available on your app (for example, you had €5 credit and your journey cost €8).
If a ride could not be billed directly to your bank account (payment method not compatible or payment failure).

If, after checking these points, you still have doubts about billing, don't hesitate to contact our customer service department by writing to us on the app chat.

Updated on: 24/08/2023