Urba
Support & Customer Help
Here you'll find articles to help you set up your account, book rides, make payments, receive payments, apply coupons, and get the most out of Urba App.
Urba Support & Customer Service
Yes. Urba App is designed to offer you a fair, affordable ride every time, without the unpredictable price spikes you will find on other platforms.
No Surge Pricing: Other rideshare apps multiply fares during busy periods such as rush hour, bad weather, or major events. Urba App does not do this. Your fare is calculated the same way at 8 AM as at midnight on New Year's Eve.
Lower Commission: Urba App charges drivers a lower platform commission than major competitors. This means drivers can offer competitive fares while still earning well, which benefits both riders and drivers.
Transparent Fare Breakdown: Before you confirm any ride, you see a detailed estimate: base fare, distance rate, time rate, and any fees. No hidden costs.
Local Focus: By concentrating on specific markets instead of trying to be everywhere at once, Urba App keeps overhead low and passes those savings on to riders.
What This Means for You: In most cases, Urba App fares are 10 to 30% lower than comparable rides on other platforms. The price you see when you book is the price you pay, with no post-trip surprises. Frequent riders save significantly over time.
Our mission is to make reliable, safe transportation accessible and affordable for everyone.
Knowing your driver is safe and trustworthy is essential. Urba App goes through multiple layers of verification to make sure every driver meets high safety standards before their first ride.
1. Background Check: Every applicant undergoes a comprehensive criminal background check covering national, state, and county records. Applicants with violent crimes, sexual offenses, or recent DUI convictions are automatically rejected.
2. Driving Record Review: We check each driver's motor vehicle record. Drivers with serious violations such as reckless driving, a suspended license, or multiple at-fault accidents are not approved.
3. Identity Verification: Drivers submit a government-issued photo ID and take a live selfie to confirm their identity. This prevents impersonation.
4. Vehicle Inspection: Vehicles must meet our minimum safety and condition standards. In some cities, this requires an in-person inspection.
During Your Ride: Your driver's name, photo, and vehicle details are displayed before you get in. Always verify before entering. Your trip is GPS-tracked in real time. The Emergency SOS button is one tap away.
Ongoing Monitoring: Background checks are renewed annually. Rider ratings are continuously monitored. Any safety complaint triggers an immediate investigation. Drivers may be suspended while the review is in progress.
If anything feels wrong, trust your instincts. Do not get in the car. Contact support or emergency services immediately.
No hidden fees and no surge pricing, ever. What you see is what you pay with Urba App.
Our Pricing Is Transparent: Every fare shown in the app before you confirm includes: Base Fare: A fixed starting amount. Distance Charge: Based on the miles or kilometers traveled. Time Charge: A per-minute rate while your ride is in progress. Booking Fee: A flat service fee included in the total shown.
No Surge Pricing: Surge pricing is when other rideshare apps charge 2x, 3x, or more during busy times such as rush hour, rain, or major events. Urba App does not do this. Your fare is calculated the same way regardless of when or where you travel.
No Hidden Fees: The price shown before you confirm is your final price, subject only to route changes or added stops. There are no activation fees, subscription fees, or account fees. Cancellation fees only apply if you cancel after your driver has been en route for more than 2 minutes, and the amount is clearly disclosed before you book.
When a Fare May Be Higher Than the Estimate: You added stops during the trip. The route changed significantly due to traffic or detours. A waiting fee applied at a stop.
How to Dispute a Fare: Go to Menu, then Your Trips. Select the trip, tap "Report an Issue", then "Overcharge". Describe the discrepancy and submit. Our team reviews all fare disputes within 24 to 48 hours.
If you ever feel unsafe or need help while your trip is in progress, Urba App has built-in safety tools available at any moment.
Emergency SOS Button: Tap the Shield icon on your trip screen. Select "Emergency" to call local emergency services directly from the app. The app automatically shares your GPS location and trip details with emergency responders.
Silent SOS: In some regions, you can trigger a silent alert without making it obvious you are in distress. This notifies Urba App's safety team, who can contact you and alert authorities if needed.
Share Your Trip: Tap "Share My Trip" to send a live tracking link to a friend or family member. They can see your driver's details and your exact location in real time.
Contact Your Driver: Use the in-app call or message button to communicate with your driver without sharing your real phone number.
If You Feel Unsafe: 1. Stay calm and stay in a public area if possible. 2. Tap the Shield icon and use Emergency SOS if needed. 3. Ask the driver to stop in a safe, populated location. 4. Call 911 (or your local emergency services) for immediate danger. 5. Once you are safe, report the incident through Menu, then Your Trips, then Report an Issue.
After the Ride: File a safety report as soon as you can while details are fresh. Our safety team will follow up within 24 hours. Urba App cooperates fully with law enforcement investigations.