FAQ

What is TappCar?

TappCar is a new Edmonton-based ridesharing company. Born out of frustration towards traditional taxis and companies like Uber, and as a response to the evolving landscape of the personal transportation industry, our mission is to give customers and drivers a reliable and fair alternative to the current status quo. Our belief is that when our drivers win, we all win, and as such they are properly insured and taken care of, leaving customers with a higher quality of service and a safer ride. Being a local company, we pay into the systems and infrastructure that we use on a daily basis.  We are local and proudly Canadian!

Who owns TappCar?

The majority of TappCar is owned by co-founders Jonathon Wescott and Shayne Saskiw. Both have extensive business and political backgrounds in Alberta and beyond. The rest of the company is owned by local investors (no taxi brokers) and employees.

What is the demand fee I am seeing on my receipt?

One tool that we use to manage the supply of drivers is a demand surcharge. A demand surcharge or Rush Hour Fee is a small fee that TappCar charges during peak times to provide an incentive for drivers to get on the road and service customers. The Peak times we have right now are Thursday, Friday and Saturday evening and sometimes during special events or holidays.During these time’s you may see an additional charge of $3.00-$6.00 on your receipt.

How does TappCar treat its drivers?

In short: very well! We have found this to be one of the biggest issues with the current taxi industry, training in smartphone use and customer satisfaction, 100% of their tips, and many in and out-of-car safety features.

How do I resolve complaints with TappCar?

We have customer service representatives available 24/7 for any issues that might arise. Email us at support@tappcar.com, or call us at 780-222-5555 and we will sort it out for you ASAP! Office phone number Monday to Friday 8.30am to 4pm: 1-587-745-0378

How do I get an estimate for the cost of my trip?

After you enter your pick-up location, press “Book NOW”. This will take you to a screen where at the bottom you will see payment selection, trip estimate, and promo code buttons. Next, enter your destination and after that press the trip estimate button.

Why are there two charges on my bank statement after taking a TappCar?

Tappcar uses pre-auth charges to ensure that a credit card is valid when a trip is booked. These are not taken from your account, but merely held for 1-5 business days (depending on your financial institution).

If you encounter any issues with these pre-auths, the first step should be to contact your financial institution. We are also happy to answer any inquiries, but due to the varying requirements between banks, they should be your first point of contact.

What happens if I cancel or don't show up for my ride?

If you cancel your trip after the driver has begun to travel to you, or if you do not show up once the driver arrives, your stored credit card will be charged a no show fee, usually in the $4 range. This is because our drivers incur costs every time they leave to pick up a passenger. Fuel, time and mileage are all factors in this. 

If you have any problems with a cancellation or no-show charge, please let us know and we will happily review the trip. 

How do I rate my driver?

After the trip and payment have concluded, a screen will appear in the passenger’s app with a thumbs-up and thumbs-down, along with a field to enter comments. 

What happens if I forget an item in a TappCar?

Our policy towards lost and found items is straightforward. If the driver notices the item, or is contacted by us and finds the item in their car, they are to bring it to one of our local offices. We will then contact the passenger and offer a TappCar delivery (at our normal rate) or the passenger can pick it up from the office.