Rider FAQ

UHop is a mobile transportation platform that connects drivers and riders.Download and use your rider app to request a ride. When one of our drivers who is close to you accepts your request, your app displays an estimated time of arrival at your pickup location.

Your app will notify you when your ride is about to arrive.

Your app also provides info about your driver such as his/her first name, vehicle type, and license plate number. This info helps you to identify the car at your pickup location.

Enter your destination in the app any time before or during the ride. If you have a preferred route, please mention it to your driver.

When you arrive at your destination and exit the car your fare is automatically calculated and charged to the payment method you’ve chosen in your UHop account.

Immediately after a trip ends, your app will ask you to rate your driver. Your driver will also be asked to rate you as a customer. UHop’s feedback system is designed to foster respect and accountability for everyone and reward everyone for providing the best ride experience.

All you need to create a UHop account is a valid phone number. You’ll also need to agree to our terms and conditions and our privacy notice.

Fill in your name, phone number, and preferred language. Then, we’ll send a text SMS to verify your phone number.

The next step is to enter your payment information. Adding a credit card or debit card number allows your trip fares to be automatically charged after each ride.

Finally, we’ll send you a OTP (one-time password) via SMS to confirm your account registration. Once you confirm, you’ll be able to use your app to request a ride.

You must be 18 years of age or over to sign-up to UHop.

Age requirement may vary in different countries/cities, check your local city requirement.

We’re here to help with questions about signing up to ride with UHop.

If you’re having trouble, click here, (link to troubleshooter)

If your app won’t open, respond, unexpectedly quits, or shows an error, you can take the following steps.

Check connectivity

1. Check whether the connectivity is on or not.
2. Make sure your internet package speed and coverage is proper.
3. Launch your internet browser, type www.google.com and tap Go.

Or turn Location tracking on before activating Airplane Mode temporarily for 3 – 5 minutes to reset the connectivity and accurately locate your present location.

Check for updates

1. Find Uhop app on Google Play or App Store.
2. If a Uhop update is available, tap Update.

Log out / log in

1. Go to your account on the application.
2. Tap on Log out.
3. Fill your information and get logged in or tap on the log in method you have linked.

Reinstall the application

1. Open Google Play or App Store and search for Uhop before tapping on Uninstall.
2. Install Uhop.
3. Tap open and log in once it is done installing.

If your app won’t open, respond, unexpectedly quits, or shows an error, please let us know by email: xxxxx@Uhop.com

Subscribe to the UHop Daily Commute and we’ll take care of getting you to school or work in the most convenient and cost-effective way.

Because of the benefits!

• Save your car from the wear and tear of daily usage
• Cut down on your petrol costs
• Save yourself the stress of driving
• No parking costs
• Use your time to read, send emails, or make calls
• Help reduce C02 emissions and pollution

We have them right here!

UHop Corporate Solutions is all your company needs to take care of your transport issues easily and efficiently.

We can connect you to the transport you need to fulfil your corporate demands, from daily commuting for employees to business trips for executives and corporate guests transportation. 

Our dedicated corporate app allows approved-access members to manage pickups and drop-offs easily and quickly, as well as create groups to make it more cost-effective.

There are so many benefits for your company and employees.

Company benefits

• Cost-effective, convenient and environmentally friendly transport
• Lower carbon footprint
• Thousands of vehicles to choose from
• No more parking issues
• Save on vehicle, maintenance, and insurance fees
• Easy to track spending

Employee benefits

• Save money on car and petrol costs
• No traffic-related stress
• No worries about where to park
• No paying for parking
• More time to read, check emails, or make calls

Yes! Under the UHop Juniors program, our specially certified Junior Drivers can provide transport to and from school.

Our app is very user-friendly! Click here to see how it works. (link to video)

If you are riding with a child, be sure to choose the child car seat option when booking through the app.

If you require a wheelchair accessible vehicle, choose the vehicle you require from the options available.

We offer riders the following vehicle options:

Economy, Business, First Class, UHop XL (7-seater), UHop ECO, UHop Van (9-seater), POD

Please note that your vehicle options vary depending on your location.

This depends on where you’re located.

In the US, it is possible to ride with your pet in certain vehicle categories.

In the UAE, a dedicated pet category is available.

If you can’t see your ride, you can message or call the driver on the app.

Your driver will wait at the pickup point for 5 minutes.

You can choose to pay by debit or credit card through the app, through your UHop e-wallet, or even with cash.

You can rate your driver once your ride is completed. Your driver will also rate you.

You will be able to see your driver’s average rating when you book a ride, (and they’ll see yours!)

Your rating should reflect your overall ride experience. Was your driver friendly? helpful? safe?

Your rating will help identify opportunities for improvements.

All ride costs are calculated through the UHop system and are based on the amount of time, distance traveled, and base fare.

Please note that our drivers have no control over the cost calculation.

If you have a query about the cost of your ride, please contact UHop Customer Support and we’ll handle it.  

If you are paying through the app, the driver will pay the toll and then be reimbursed from your e-wallet. 

If you are paying for your ride in cash, the tolls are your responsibility.

Yes. Our call masking technology ensures your phone number is not displayed to the driver.

Your driver can call you through our app, but still won’t have access to your phone number.

If you want to cancel a ride shortly after booking it, simply tap the ‘cancel’ button.

You won’t be charged until x minutes after the initial booking but canceling after will incur a cancelation fee.

Cancellation fees reimburse drivers for the time and effort they spend getting to your location.

You may be charged a cancellation fee if you cancel a few minutes after your driver accepts the trip.

You can also be charged if your driver cancels after waiting a few minutes at the pickup location. (The specific amount of time a driver can wait depends on your location).

You won’t be charged a cancellation fee if:

• Your driver took much longer than expected to arrive
• We detect that your driver isn’t making much progress to your pickup location

Yes, you can make multiple scheduled bookings, but you can only have one active ride at a time.  

To cancel a scheduled ride and avoid a cancelation fee, please make sure you to do so no later than X minutes ahead of the time scheduled.

Contact UHop Customer Support and we’ll do what we can to get it back to you.

Your safety and security are our top priorities.

To ensure you have the best experience, all our drivers are put through the strictest vetting processes.

All UHop rides are monitored from our control center.

Our safety measures include:

• Background checks
• Vehicle inspections
• Insurance coverage
• Zero-tolerance alcohol and drug policy
• Rating system

Please contact the UHop Customer Support team and we’ll ensure the emergencies services are notified.

Uhop is committed to a safer every day for our passengers and drivers. We have an anti-

harassment policy, with zero tolerance towards inappropriate contact or aggressive behavior.

We also monitor our drivers’ behavior to ensure they comply with Uhop’s Code of Conduct and Terms of Service.

If you’re in need of emergency assistance, please call 911.

If you have a serious incident to report, please submit the form below to let us know immediately.

No. Sorry, but we have a strict no smoking policy in all our vehicles.