Frequently Asked Questions

For Our Drivers

You should only contact a rider when you have waited more than one minute at their pickup location, when you are having trouble finding or arriving at the pickup location or if you are unable to locate the rider.
Friscab keeps both the rider’s number and your number anonymous. Leaving everyone’s contact information private.

Riders depend on reliable pickups and are already waiting for you. If you are unable to meet a rider please use your app to cancel the ride as fast as possible. To do so just:

1. Tap the menu icon in the top corner to view your current trip.
2. Tap CANCEL.
3. Your app will prompt you to select the reason why you needed to cancel.

Our driver partners at Friscab are expected to comply with all state, federal and local laws governing the transportation of riders with disabilities. The violation of these laws will be considered a breach of the drivers contract agreement with our company.

Just like the previous situation, our partners are expected to also accommodate riders using walkers, canes and/or any assistive devices to the maximum extent possible. Any breach of the agreement could result in permanent loss of access to our platform.

In order to make it riders feel safe and comfortable, friends and family of driver-partners may not ride in their vehicle during a trip. When online, please do not allow other passengers to ride in your vehicle.

Riders as well as drivers are expected to be polite towards each other at all times and must follow our Community Guidelines.

There can be cases were you may have a negative experiences with riders. If this is the case, we urge to inform us what is the situation, remember you as a driver are as important for us as our riders. We also encourage you to use our rating system which we keep a close look at all times.

Friscab has implemented the In-app Tip option and just like within the app, any cash gratuity offered by a rider is voluntary. If a rider wishes to tip you, please feel free to accept.

The way we calculate the trip’s far is by the distance and time from the moment you start the trip until you end it in the app. However, if you forget to do either on time please let us know the correct pickup location and destination addresses. That way we’ll be able to review and make adjustments as needed.

Since riders are notified by their app when your vehicle is about one minute away from the pickup location they should be at the pickup location by the time you arrive. However, if you cannot locate each other immediately after you arrive, use your app to call or send a text SMS to let the rider know you’re at the pickup location.

Try to approach the pickup location on the same side of the street as the rider’s icon. Traffic can make it dangerous for riders to cross the street to meet you. If you’re unable to approach the pickup location on the right side of the street, you can contact the rider to confirm. Always follow the rules of the road. Avoid violating traffic laws.

Start the trip only after the rider is safely seated in your vehicle. If the rider is not in your vehicle 2 minutes after arriving at the pickup location they may be charged a waiting fee which is paid to you.

If you notice an item left behind by a rider, please let us know by sharing details and a photo here so we can get in contact with them. Unlike other ride-sharing companies we do not charge any fee and it is responsibility of the rider to pick it up.

Once you communicate with the rider, the two of you can arrange a mutually convenient time and place for a return.
In the meantime, please keep the item safe.

This is not a common behaviour from our riders to have as we expected them to treat your vehicle as their own. However, if an incident involving a rider resulted in damage to your vehicle beyond normal wear and tear, please inform us as soon as possible. We have an option to request a cleaning fee if it is necessary.

To avoid any misunderstandings just confirm your rider’s name as stated on their profile before starting the trip.

For Our Riders

There are a few reasons why you may not be able to request a ride:

1.You have an outstanding payment or your payment method was declined.
2. We aren’t available on your location just yet
3. At the particular moment there aren’t drivers in the area. Please wait and try again.
4. You still haven’t confirm your information such as email or phone number.

We have a bilateral rating system and just like you can rate every driver after the trip ends, drivers also have the opportunity to rate their passengers from 1 to 5 stars, based on their trip experience. These ratings are anonymous meaning neither riders nor drivers see individual ratings tied to a particular trip or person.

If you want to improve your rate keep in mind to:

  1. Be ready to go when the driver arrives at the pickup location. Be sure the location you entered is actually where you’ll be.
  2. Remember to always be kind with the drivers and their cars. Treat them with respect as they will treat you.

At the moment, Friscab is designed to be an entirely cashless.
The payment method is selected when you request a trip and it is charge when the trip ends. A receipt is emailed to you, and your account’s trip history is updated with details about the route and fare. We also have the option to tip your driver within the app, you can also give the driver a cash tip per your discretion.

There could be many reasons why your payment may be declined, sometimes the bank of your selected payment method may have be the one who declined the transaction request.
In most cases, you’ll need to add a new or select a different payment method to resolve any payment issue. Make sure you entered your credit or debit card number correctly, that it is not expired, it has enough funds and you haven’t exceeded the withdrawal limit.

Remember that if you are travelling abroad or have reported your card as stolen, your bank can put some restrictions on you. You will need to contact them directly.

If  a charge from us is declined by your payment method, you may be temporarily unable to request rides as an outstanding balance is created it.  

Your app will ask you to charge your outstanding balance to a payment method of your choice in order to be able to request another ride.

You can update all your account information such as your name, email and  password directly on your app by selecting settings in the main menu. You can tap on the information you want to change and save the changes. To change your phone number, just edit the number on the app and you’ll receive a verification code via text message. Enter the code in your app to confirm the change.

You can get Friscab credits in many ways and to view your credits you just need you select payment on the main menu. You can see all the payment methods you use as well as your credits. You can select when to use your credits but keep in mind they can’t be transfer to anyone else.

You should receive emails and receipts after every trip from us. If you are not receiving them, please check your email’s spam or junk folder. Friscab emails may be there, you just have to mark them as “not junk” and you should start receiving them in your inbox right after.

You can also update your email address within the app anytime and also review your trip  receipts by selecting your ride history on the main menu.

We want you to share your experience with your love us, that is why Friscab provides each rider with their unique invite code which can be found in the free rides sections on the main menu. This code can be share with your friends to give them credits for their first ride. Once they take their first ride you also get credits in your account.

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