FAQ
How can we help?
Quick answers about ordering, paying, safety, women captains and working with InstaRide.
Riders
How do I enter my address?
Pick the area letter, then the building number — like “158 Ṣ”. If you don't know the number, there are the gates and well-known places, or you can drop a pin on the map.
Does the price change at rush hour?
No. The price is fixed, shown before you order, and never goes up at rush hour.
How do I pay?
Cash to your captain at the end of the ride, from your InstaRide wallet, or both.
Where does my change go?
If there's no small change, the captain sends it to your wallet in the app as you pay, and you get a notification, with nothing to confirm. You can use it on any later ride.
What if the captain is late?
If the captain is late, you can cancel for free, with no fee at all.
How do I order a ride for someone else?
On the booking screen, choose that the ride is for someone else and enter their number — they get the tracking link on WhatsApp or by SMS.
Can I turn down the captain who accepted?
Yes, free of charge. Before the captain comes, you see their name, rating, car and plate: confirm, or reject and choose another captain or cancel the trip. If time runs out before you answer, there's no fee either.
I left something in the car. What do I do?
Report it from the trip details in the app, and we'll connect you with the captain to get it back.
Payment and prices
Can the price change after I book?
No. The price is fixed, shows before you book and doesn't go up in traffic. It only changes if you change the destination yourself before the trip starts.
How does a round trip work?
Pick “Round trip” on the booking screen: the price of the whole ride shows before you book, with 15 minutes of free waiting at the destination before heading back.
Is there a cancellation fee?
Cancelling is free before a captain accepts or within 2 minutes of accepting. After that, the app shows you the cancellation fee before you confirm. If the captain is late, cancelling is free.
What if I keep the captain waiting?
The first 5 minutes of waiting are free; after that, waiting is charged and the app shows it as it goes.
How do I use a promo code?
Enter the code in the wallet in the app, and the discount applies to the fixed price.
Can I pay by card?
Not yet. For now you pay cash or from your wallet balance; card payments are coming soon.
Safety
How do I share my trip?
On the trip screen, tap “Share trip” and send the link to your family. The link stops working as soon as the trip ends.
Can the captain see my number?
No. Calls go through the app, and your number stays hidden.
How do I report a problem?
From the trip details or the safety center in the app, and our team follows up on the report.
Women captains
How do I ask for a woman captain?
On the booking screen, turn on "Woman captain" for any trip, at the same price — no ID or selfie needed.
Who can use this option?
Every rider whose profile in the app says she is a woman.
Does it cost more?
No. A ride with a woman captain has exactly the same fixed price.
What if no woman captain is available?
We tell you right away, and you choose: wait longer or take any available captain. We'll never send you a male captain without your consent.
Captains
When do I know what I'll make from a trip?
Before you accept: every request shows the fare and your net, and the commission comes out of your prepaid wallet after the trip.
How do I take my balance out?
Message us on WhatsApp and we'll transfer it to you.
Can I drive a car that isn't in my name?
Yes. In the app, say the car is in someone else's name and type the owner's name as on their ID.
Where and how is the inspection done?
At the captain office at Khufu Gate: book a time for the vehicle inspection in the app.
Still have a question?
The support team answers on WhatsApp and email within one working day.