I Was Charged Incorrectly

This page provides information about when you’ll be charged by kari, and how kari charges are calculated.

If you believe you were overcharged or charged in error after reviewing the following information, select 'Contact Support' 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 ride:

Higher price than expected

Riders 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.

In addition, Kari always take a 120% pre-authorization charge on any trip request, even if it's cancelled. This is to ensure the funds are available before accepting a booking. Once the trip is completed, the actual cost is then posted the card, and the pre-authorization is cancelled. This may result in what appears to be multiple charges, but that is not the case.

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.

I was double charged

When you create a kari 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 which is slightly higher than your ride estimate, this is done at 120% of the estimated fare. This isn't an extra charge, but a temporary authorization we use to verify your payment method and ensure funds are there when the ride is completed and if there are any . The authorization will never actually process but may show as "pending" on your bank statement. If you're using a prepaid or debit card, please get more information here.

Your card issuer will typically remove it within 5-7 business days.

Service fee

Added on a per-ride basis, the Service Fee helps support the kari Platform and related services, including a broad spectrum of operating costs and safety measures like driving reports 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 reasons you might see a charge from kari. Check to see if any of these situations may apply to you:

I cancelled a ride or there were no drivers available and I still see a charge 

To ensure the funds are available when a request is made, EVERY request for a ride requires an authorization in order to make sure funds are there when service is completed. If the ride is cancelled, or not completed, the pre-authorization will drop in a few days. The only exception to this is if a customer cancels when a driver has arrived, or is a no-show, and then our cancellation policy may come into effect. 

I was double charged

When you create a kari 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. If you're using a prepaid or debit card, please get more information here.

Your card issuer will typically remove it within 5-7 business days.

Ride started without me

If a driver started a ride without you, or you believe a different rider took your kari 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 kari transaction, check whether your family or a friend used your kari account or a shared credit card to take a ride.

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 kari credits on your account are automatically applied to eligible rides. Check for limitations and expiration dates.