Support

Open the Exclu-cycle app and allow location access. Set your pickup location and destination using emoji pins on the map, specify the number of passengers, and review the fare estimate. Once you confirm, nearby drivers will see your request and one will accept it.

Fares are calculated using a real-time meter based on the GPS-measured distance and time of your ride, plus the number of passengers. You see an estimated fare before confirming, and the final fare is determined by the actual metered distance and time. The meter runs in real time during your ride so you can see the fare as it accumulates.

A pre-authorization hold is placed on your payment method when you request a ride. The final metered fare is charged automatically when the ride is completed. You'll receive a receipt with the final amount.

A fare boost is an optional pre-ride tip you can add to your ride request before a driver accepts. Adding a fare boost increases your offer and can help your ride get accepted faster during busy times. You can only add a fare boost while your ride is in "requested" status.

A Joy Ride is a timed scenic ride with no destination needed. Pick a time tier, and your driver takes you on a ride around the area. Great for sightseeing or just enjoying the open air. The fare is based on the time tier you select at booking.

We accept all major credit and debit cards through Stripe. You can save multiple payment methods in the app. Cash payments are not accepted through the app.

Tips are 100% paid to the driver with no platform fee deducted. You can tip through the app after your ride is completed. Tipping is optional and appreciated.

You can cancel a ride before a driver accepts at no charge. Cancellations after a driver accepts, or not being at your pickup location when the driver arrives, may result in a fee. Fee policies may vary by city.

If a driver will be delayed, they can request a time extension (5-30 minutes). You'll receive a notification and can choose to accept the new arrival time or cancel the ride.

The number of passengers depends on the pedicab's capacity. Each vehicle has a registered seat count that cannot be exceeded. You'll see the vehicle capacity when a driver accepts your ride.

Yes. Once a driver accepts your ride, you can send messages through the in-app chat. You can also call your driver through the app — your phone numbers are kept private using masked calling.

The driver's fare meter continues running locally using GPS, even without an internet connection. When connectivity is restored, the fare data syncs automatically. You won't lose any fare data.

Yes. Exclu-cycle includes a wheelchair accessibility toggle when requesting rides, and the app supports VoiceOver screen reader for visually impaired users.

After each ride, both the rider and driver can rate each other from 1-5 stars and optionally leave feedback. Ratings help maintain service quality.

Contact us at [email protected] with your ride details (date, time, pickup/dropoff locations). We'll help connect you with your driver to retrieve your belongings.

Download the Exclu-cycle app and sign up as a driver. You'll need to upload your driver's license (front and back), certificate of insurance, and any required city permits. Documents are verified using OCR processing. Once approved, you can start accepting rides.

• Valid driver's license (front and back photos)
• Certificate of Insurance (COI) for pedicab operations
• City operator permit (if required in your city)
• Vehicle permit (if required in your city)
• Vehicle photos and information

Document review typically takes 1-3 business days. You'll receive a notification when your documents are approved or if we need additional information.

Drivers receive payouts through Stripe Connect. You receive the fare minus the platform service fee and payment processing fees. Tips are paid 100% to you with no deduction. Complete Stripe Connect onboarding during signup to set up your payout account.

A platform service fee is applied to ride fares. Stripe also charges payment processing fees. Your net payout is the fare minus these fees. Tips are not subject to any platform fee. You can view detailed earnings breakdowns in the app.

Yes. Turn-by-turn navigation is built directly into the app. Once you start a ride, you'll see step-by-step directions to the destination on your map.

Yes. You can switch between rider and driver roles within the app. Driver role requires completing the document verification process.

Once approved, open the app and toggle your status to "Online." You'll start receiving ride requests from nearby riders. Make sure your location services are enabled. You must have all required documents verified and current to go online.

Upload renewed documents before they expire to avoid service interruption. Expired documents will prevent you from going online until updated.

Enter your phone number and you'll receive a 6-digit code via SMS. Enter the code to log in. No passwords needed. If you don't receive the code, make sure your phone number is correct and check that you haven't blocked short codes. There is a rate limit of 5 code requests per hour.

Check that your phone number is entered correctly and that you haven't blocked SMS short codes. Wait a moment and try again — there is a limit of 5 code requests per hour. If the problem persists, contact [email protected].

If you believe you were charged incorrectly, email [email protected] with your ride details (date, time, amount) and explain the issue. You can also submit a support ticket in the app. Refund requests are reviewed on a case-by-case basis.

To delete your account and associated data, email [email protected] with "Account Deletion Request" in the subject line. Include the phone number associated with your account. We'll process your request within 30 days.

To request a copy of your personal data, email [email protected] with "Data Access Request" in the subject line. We'll provide your data within 30 days as required by applicable privacy laws.

For riders, location is used while the app is open to find nearby drivers and set pickup locations. For drivers, location is tracked while you're online to match you with ride requests. During active rides, GPS data is recorded approximately every 3 seconds for fare metering and tracking. See our Privacy Policy for full details.