I Have Questions about Charges on My Credit Card

When booking a ride using the "patient pay" option, Riders may need to provide a credit card number for payment. Riders may also be prompted to enter their credit card details for patient paid rides booked through our Rider App. This article gives an overview of how those credit card charges are handled.

The sections below will outline when a hold or charge is placed on a rider’s credit card in regards to a scheduled ride with Roundtrip.

When a ride is scheduled, a hold for the estimated cost of the trip is placed on the rider's credit card. This step is taken as a precaution to ensure there are sufficient funds for the upcoming journey. It's important to note that this is strictly a hold, not an actual charge at this time.

The hold mentioned above stays in place until a rider has been successfully transported and the ride has been marked as completed. After the ride is complete, the credit card on file will be charged within 24 to 48 business hours.

While we understand that plans can change, please make sure to always cancel a ride if it's no longer needed. If you fail to board when a ride arrives, resulting in a no-show, a cancellation charge will be incurred.

If a rideshare driver arrives at the pickup location and cannot find the rider, leading to departure without the rider, a missed connection fee will be charged to the credit card used for the booking.

If a ride is cancelled, the hold on the credit card will be automatically released. Please allow up to 7 days from the original booking date for this adjustment to be reflected in the credit card holder's account. You don't need to contact Roundtrip for removing a hold as this occurs automatically upon cancellation.

Should a rider’s appointment, and therefore their ride, be rescheduled, the initial hold will effortlessly transition to the new booking. No additional hold will be placed on the card.

For each scheduled ride, a corresponding hold for the estimated ride cost will be placed. For example, if you have 4 rides scheduled, you will see a hold of 4 x cost on the credit card. However, actual charges only apply upon the successful completion of each ride. Think of it as a pay-as-you-ride system.