Frequently Asked Questions

Frequently Asked Questions (FAQs) 📱 Booking & App Features How do I book a ride? Navigate to the Ride tab on the login screen and sign in or create a new account. Select Book a Ride and enter your pickup and drop-off locations. For your convenience, you may search by a specific street address or a business name. Why am I seeing a "No drivers available" message? This indicates that all our drivers are currently assisting other passengers. If you require immediate assistance, please call dispatch directly at (580) 791-1604, and we will prioritize routing the next available vehicle to your location. 💳 Payments, Holds, & Security When do I pay for my ride? All fares must be paid in full prior to departing from your pickup location, unless special arrangements have been formally authorized in advance by our dispatch office. Drivers are instructed not to move the vehicle until payment is processed or verified. How does Cash App or Venmo payment work? Select your preferred mobile payment method at checkout and enter your username (e.g., your $Cashtag). Upon arrival, your driver will initiate a payment request through the respective app to securely complete the transaction before departure. Are my credit card details secure? Absolutely. We prioritize your financial security by storing only the card brand and the last four digits of any saved payment methods. Full card numbers and CVC codes are never stored or transmitted to our servers; they are handled entirely by secure, industry-standard third-party payment gateways. Do you accept personal or business checks? No. We strictly do not accept checks of any kind at this time, including personal checks, business checks, cashier's checks, or money orders. Why is there a temporary hold on my credit/debit card? When you request a ride, we may place a temporary authorization hold on your card to verify that it is active and has sufficient funds to cover the estimated fare. This is not a charge. The hold will be released by your bank, usually within 1 to 5 business days after the trip is completed. I see a mistake on my bill. How do I dispute a fare? If you believe you were overcharged, please contact our dispatch team at support@bullertaxiok.com within seven (7) days of your trip. You must provide your Waybill Number (formatted as BTW-...) so we can audit the backend GPS logs and meter data. Verified billing errors will be refunded to your original payment method within 5–10 business days. 🚗 Cancellations, Changes, & Wait Times What is your cancellation policy? Free Cancellations: If you cancel your ride request before a driver has been formally assigned to your location, there is no charge. Dispatch Fee: Once a driver accepts the trip and is actively en route to pick you up, a flat $5.00 cancellation fee will be applied to cover the driver’s time and fuel costs. How long will the driver wait for me at pickup? Every ride includes an initial 5-minute grace period once the driver arrives and marks themselves as present. If you do not enter the vehicle within those 5 minutes, a wait-time fee of $1.00 per minute will begin accumulating on the meter. If you do not show up after 10 total minutes, the driver may cancel the trip as a passenger "No-Show." Can I make extra stops during my trip? Yes. Mid-trip stops requested along your route incur a $2.00 flat fare fee per stop, plus a wait-time rate of $1.00 per minute while the vehicle remains stationary or idling. What happens if I change my mind and want to end my ride early? If you choose to end your ride early at a different drop-off location, the ride is considered complete upon exit. No refunds or partial credits are issued for uncompleted mileage. If you instruct the driver mid-trip to turn around and return you to your original pickup location, no refunds will be issued for the original fare, and you may be charged an additional route adjustment premium. 🔒 Safety, Conduct, & Minors Can teenagers ride alone? Yes, we can transport teenagers ages 13 and older unaccompanied, strictly with prior parental or guardian consent. By booking a ride for a minor aged 13–17, the parent/guardian assumes full legal and financial responsibility for the trip. Children under the age of 13 are strictly prohibited from riding without an adult companion. What is your passenger code of conduct? We enforce a strict, zero-tolerance policy regarding physical or verbal abuse, threats, harassment, smoking, vaping, illegal substances, or vehicle vandalism. Drivers reserve the absolute right to refuse service or terminate a trip immediately if a rider is extremely rude or hostile. No refunds will be given if a ride is cut short due to misconduct. Are your rides recorded? Yes. For the security, liability protection, and safety of both our riders and drivers, trips may be actively recorded via internal/external audio and video surveillance (dashcams). These recordings are strictly confidential and are only released to authorized dispatch management, the party responsible for the fare, or law enforcement upon a valid legal request. What happens if a passenger becomes dangerous or hostile? If a situation escalates and is deemed volatile or hazardous to our drivers or other riders, the driver will pull over immediately in a safe location, terminate the ride, and local law enforcement will be contacted without hesitation. 📞 Contact & Dispatch Support Phone Support: (580) 791-1604 Email Support: support@bullertaxiok.com Official Website: https://bullertaxi.com