We understand that miscalculations, location changes, and GPS issues happen. If your fare was not calculated correctly, please submit a “Fare Review”.
On-Demand Trip Fare Review Process
At the end of the trip, provide details and supporting documentation for why you are requesting a Fare Review. Veyo will review the request and work with you to validate the disputed amount.
How trip distance is calculated: Trips are paid using the most direct estimated route based on the pick-up and drop-off locations. IDPs are expected to take the most direct route possible and to not take any more time than the calculated route would have taken. When an alternate route is taken, the trip may be reviewed for appropriateness. In most cases, the IDP will be paid for the most direct route regardless of the actual route taken.
How am I reimbursed for taking a toll road?
To lessen trips with toll roads, you should set up your Navigation system to exclude toll roads. If the Veyo system takes you through a toll, submit a fare review on that trip and include the toll receipt of payment.
Changing the pick-up or drop-off address: You should always call driver support if there is any change or wrong address. If a change occurs and you did not call driver support and submit a Fare Review, the trip may be considered fraudulent and may not be paid.
App errors: The “Fare Review” option can also be used if you made an error while using the app. Possible errors include: starting and ending a trip without transporting the passenger, transporting the wrong passenger, or an app malfunction. IDPs will be notified thirty (30) days prior to the effective date of any changes to submitting or processing fares.
Please remember that you have seven days to submit a fare review. Fare reviews should be submitted via the Veyo driver app. You will not be able to submit a fare review once seven days have passed.
Batched Trip Fare Review Process
The MTM Link app does not currently have a "Fare Review" function similar to the Veyo app. If you feel a trip mileage or fare is incorrect, please fill out this Fare Review form.
Claimed trips will not be adjusted. Please do not claim a trip if you do not agree with the fare.
Please remember that you have seven days to submit a fare review.