Frequently asked questions

Have a Question? — Find your answer here

Account Registration

How do I open an EcoWheel account?

Here are a few tips to help you get started with EcoWheel:

  • While registering, please select your sign-up country and enter the mobile number that you would like to use to book an EcoWheel ride. You will receive an OTP (one-time-password) on your phone to verify your mobile number.
  • Next, enter details such as your name and email to create an EcoWheel account. Once you’ve filled in all the details, tap ‘REGISTER’.
  • If you have a referral code, you can apply the referral code in ‘Got a referral code?’ You can earn a discount voucher by entering a referral code while signing up. You can get the referral code from a friend who has an EcoWheel account. Your friend can find the referral code in the ‘Refer & Earn’ section of his/her EcoWheel app. Note- If the mobile number entered is correct and you haven’t received the SMS with OTP details, you can request for OTP again by clicking on ‘Resend OTP’ or ‘Get OTP’ over a call.

Can I log in with a password?

You will be able to log in to your EcoWheel account with a password only if you have already set up a password for your EcoWheel account. Alternatively, you can choose to log in to your EcoWheel account using our ‘Login with OTP’ option. To ‘Log in’ with a password, all you need to do is:

  • Enter your mobile number registered with EcoWheel.
  • Select the ‘Log in with password’ option available on the screen.
  • Enter the password for your EcoWheel account and select ‘Log in’. In case you’ve forgotten your password, click ‘Forgot Password’ to reset.
    Note – Forgot Password? Link is only available if you have verified your registered email ID.

Coupons & offers

What is Refer & Earn?

Refer & Earn’ is EcoWheel’s referral program. It allows you to earn a bonus when you successfully introduce friends and family to EcoWheel. All you need to do is to share your unique referral code with others. When they sign up to EcoWheel using your code and take their first ride, you’ll receive a bonus. You can use bonuses earned towards rides with EcoWheel. There’s no limit to how often you can earn a referral bonus. You’ll find your referral code under ‘Refer & Earn’ in the app.

Why can’t I see my referral code?

You can find your unique referral code under ‘Refer & Earn’ in the EcoWheel app. If you can’t see your referral code in ‘Refer & Earn,’ it may be because:

  • You’re not eligible for EcoWheel’s referral program
  • You’re using an older version of the EcoWheel app
  • You’ve created multiple accounts on the same device
  • You’re signed in to your EcoWheel account from multiple devices. We recommend updating the EcoWheel app to download the latest version or sign out of your EcoWheel account (if you’re signed in on multiple devices) in order to access your referral code.

how do i apply a coupon code?

You can find all your personalised offers and coupons by scrolling down on your EcoWheel app home screen. They’ll be automatically available for use when you click ‘Apply Coupon’ while making a booking.

Simply select from the coupons applicable to your ride and it’ll be automatically applied to your ride. At the end of the trip, you can check the discount applied to your total fare in the invoice sent to your registered email ID.

Bookings

How do i book my ride?

Booking a ride with your EcoWheel app is easy. Select the ‘RIDE NOW’ option. (Make sure your phone’s GPS is turned on)

  • Log in to your EcoWheel App using your registered phone number or email ID. (Don’t forget to create an account if you’re a first-timer)
  • Set up your pick-up and drop-off locations.
  • Choose the ride type you want.
  • Confirm your booking.

That’s it, your ride is booked. We’ll send your booking confirmation to your app screen. You’ll be able to view your ride details, your ride location on the map, and check how long your driver will take to pick you up on the ‘Pick-up Arriving’ screen.

how do i set up a pick up location?

To ensure our driver doesn’t miss you, your pick-up location needs to be precise before you confirm your ride. To set up your pick-up location, make sure your phone’s GPS is switched ON. This allows the app to automatically select your current location. You can also perfect your pick-up location by moving the location pin on the map to the location where you want the ride to pick you up from or by entering your location in the search bar on top of the screen.

How do I set up a drop-off address?

Equally, it’s important that we have your correct drop-off location to get you there quickly and at the right fare estimate. You can enter your drop-off location on the ‘Book your Ride’ screen or after your booking is confirmed on the ‘Pick-up Arriving’ screen. You can also enter your drop-off location by moving the location pin on the map to where you want the ride to drop you off.

how do i track my ride?

You can track your ride once your booking is confirmed. You’ll be able to see your ride’s location on the map and the time it takes for the driver to pick you up. You can also track your ride from the ‘Your Rides’ section in your EcoWheel app menu. All you need to do is to select your upcoming ride and tap ‘Track Ride’.

How do I share my ride details with friends and family?

To share your ride details, tap the ‘Share Details’ button available on the ‘Track Ride’ screen. We’ll send an SMS to your pre-set emergency contacts with a link to track your ride.

ÁTÍRNI What choices of ride is there? ÁTÍRNI

  • Comfort:
    • Quality assured private hire vehicles. For up to 4 people
  • Comfort XL:
    • Larger, quality-assured, private hire vehicles. For up to 6 people.
  • Exec:
    • Premium quality assured private hire vehicles. For up to 4 people.

Payments & Cancellation

How do i pay my ride?

You can pay for your EcoWheel ride by adding a credit/debit card to your account:

  • Select ‘Payments’ from the EcoWheel app menu
  • Click on ‘Add a credit/debit card’
  • Enter your card details and click ‘Save card’

You can also use Apple Pay or Google Pay by following download instructions in the App or Play store.

how does the cancellation fee working?

We strive to provide you with the best ride. But, if you decide you don’t want it, you can cancel your ride within 2 minutes of a driver accepting your ride, to avoid being charged a cancellation fee.

Also, if the driver has reached your pickup location and waited for more than 8 mins for your arrival before cancelling the ride, you will be charged a cancellation fee to compensate for the driver’s efforts.

for immediate booking:

  • A cancellation fee of £10 will be charged for rides booked from airports and £6 for all other cancellations.

for advance booking:

please read our cancellation policy.

or contact our team.

How can i complain about cancellation charge?

If you think you’ve been wrongly charged a cancellation fee, we would be happy to help. Click ‘Your Rides’ in the EcoWheel.co app menu and follow the steps below:

  • Select the disputed ride.
  • Tap the ‘Support’ button.
  • Select ‘Charged Cancellation Fee Incorrectly’ from the listed issues.
  • Tell us more about your problem and click send. We’ll look into it and get back to you as soon as possible.

Pricing

How do I check the fare for a ride category?

Double-tap the ride category icon (e.g. Comfort or Exec) in the EcoWheel app to find out the per-mile charge of that category.

How do I check the fare before for my ride?

Enter the drop location and choose the ride category to check the estimated total fare for your ride. Please note, the estimated total fare for your ride may vary due to traffic conditions or any variation in distance travelled.

What is Peak Pricing?

Please read our peak time charges page.

or contact our team.

Safety

How can i report a safety concern?

Your safety is our top priority. We have robust safety features in place. If you have any concerns regarding your safety, please let us know and we will look into it immediately. Click here to write to us

What are EcoWheel.co’s safety standards?

We have strong measures in place to help keep you safe. Here are some examples:

  • You can track your ride in real-time and share your destination and ETA with friends.
  • Our partners are thoroughly background-checked and certified by DriveTech (part of the Automobile Association).
  • We have 24/7 in-app and telephone support.
  • We always mask your mobile number from our drivers to ensure privacy.
  • Each ride requires you to share a ‘Start Code’ with your driver to ensure you’re getting in the right car.
  • In the unlikely event that something does happen, we have an emergency button where you can alert the police, as well as EcoWheel.co’s safety response team.

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