Where to request a refund in the Uber app

Open the Uber app and go to the menu (three horizontal lines in the top left). Tap Your Trips. Find the trip you want a refund for and tap it to open the trip details. At the bottom of the screen, you will see a Help button — tap that.

The Help screen shows you a list of common issues. Look for the one that matches your situation: "I was charged twice," "Incorrect fare," "Driver didn't show up," or "I want to report a safety issue." Tap the option that fits. Uber will then ask you to describe what happened in a text box.

After you submit your report, Uber sends it to a support agent. You will see a message saying your case is under review. Refunds typically process within 5 to 10 business days if Uber approves your request, though some appear within 24 hours.

Key Takeaways

  • Refund requests go through the Help button on your trip details screen in the Uber app, not through a separate website or phone line.
  • Uber refunds go back to your original payment method — the card, bank account, or Uber Cash you used to pay for the ride.
  • Common reasons for refunds include being charged twice, receiving an incorrect fare, or the driver not arriving.
  • Most refund decisions come back within 5 to 10 business days, though you should check your account or payment method sooner if the refund is small.

What counts as a refund-worthy problem

Uber refunds rides when something went wrong on their end or the driver's end. The most common reasons are: the driver never showed up, you were charged twice for the same ride, the fare was calculated incorrectly, or you were charged for a ride you cancelled before the driver accepted.

If you took the ride but had a problem with the service — the driver was rude, took a longer route, or the car was dirty — that is typically handled through a complaint or rating adjustment rather than a refund. You can still report it through Help, and Uber may credit your account, but the outcome is less certain than a refund for a ride that did not happen.

If you were charged for a ride you never requested, or if someone else used your account without permission, report that when ready through Help and consider changing your password afterward.

How refunds are returned to you

Refunds go back to the payment method you originally used. If you paid with a debit card, the money returns to that card's account. If you paid with a credit card, it shows up as a credit on that card's statement. If you used Uber Cash (a prepaid balance in the app), the refund goes back into your Uber Cash balance.

The time it takes to see the refund depends on your bank or card issuer, not Uber. Debit card refunds often take 3 to 5 business days to appear. Credit card refunds may take 5 to 10 business days. Uber Cash refunds are when ready — you will see the balance update in the app right away.

If you do not see the refund after 10 business days, go back to the Help section for that trip and select "I still haven't received my refund" to follow up with support.

Refunds for cancelled rides and no-shows

If you cancelled a ride before the driver accepted it, you should not be charged at all. If you were charged, report it through Help with the trip details and explain that you cancelled before acceptance.

If the driver accepted your ride but never showed up, you may be charged a cancellation fee (usually $5 to $10, depending on your city). You can request a refund of that fee through Help. Explain that the driver did not arrive and did not contact you. Uber will review the driver's location data and may refund the fee.

If you cancelled after the driver was already on the way, the cancellation fee is usually kept. However, if the driver was extremely far away or took an unreasonably long time to arrive, you can still request a refund and explain the situation.

Disputing an incorrect fare

If you believe you were charged the wrong amount, open the trip details and look at the fare breakdown. Uber shows you the base fare, distance charge, time charge, and any surge pricing that applied. Tap Help and select "Incorrect fare."

In the description box, explain specifically what was wrong. For example: "The distance shown is 2 miles but my actual trip was 5 miles" or "I was charged surge pricing but the app showed no surge when I requested the ride." The more specific you are, the easier it is for Uber to review.

Uber compares the fare to what the algorithm calculated at the time of your request. If there was a genuine error in the calculation, they will refund the difference. If surge pricing was active when you requested the ride, that is not an error even if the price seems high.

What to do if Uber denies your refund request

If Uber reviews your case and decides not to refund, you will see a message explaining their decision in the Help section. Read it carefully — it often tells you specifically why they declined.

You can submit a follow-up request. Go back to Help for that same trip and select "I disagree with the decision" or "I want to provide more information." Write a new message with any additional details or evidence you have. For example, if the driver never arrived, you might mention that you waited 15 minutes and have a screenshot of the time.

If Uber denies the request a second time, that is usually final. At that point, you can contact your bank or credit card company and dispute the charge with them, though this should be a last resort since it can affect your Uber account.

Refunds for duplicate charges and billing errors

If you see the same ride charged twice on your account, report it when ready through Help. Select "I was charged twice" and provide the trip details. Uber can usually see duplicate charges in their system and will refund one of them.

If you were charged for a ride you never took — meaning it does not appear in your trip history — report it as an unauthorized charge. Uber will investigate whether the charge was made in error or by someone else with access to your account.

For billing errors that do not fit the standard categories, use the Help section to describe the problem as clearly as possible. Include dates, amounts, and trip IDs if you have them. The more information you provide, the faster Uber can investigate.

Frequently Asked Questions

How long does it take to get a refund from Uber?

Uber typically reviews refund requests within 5 to 10 business days. Once approved, the refund goes back to your original payment method, which may take an additional 3 to 10 business days depending on your bank. Uber Cash refunds appear when ready in your app balance.

Can I get a refund if I just didn't like the driver or the route?

Refunds for poor service are less certain than refunds for rides that did not happen. You can report it through Help, but Uber may offer a credit instead of a refund. If the driver took a significantly longer route on purpose, mention that specifically — Uber may refund if it appears intentional.

What if the driver cancelled after I was charged?

If the driver cancelled after accepting your ride, you should not be charged. If you were, report it through Help. Uber will check the driver's cancellation record and refund the charge if the driver was at fault.

Can I request a refund through email or phone?

Uber does not have a phone support line for refunds. All refund requests go through the Help button in the app. You can also contact Uber through their website support page, but the app is the fastest route.

What happens if I dispute the charge with my bank instead of asking Uber first?

Disputing with your bank can work, but Uber may flag your account or restrict your access while the dispute is being resolved. Always try the Help button in the app first. Bank disputes should be a last resort if Uber denies your request twice.