Where to request a refund in the Uber app

Open the Uber app and go to your account menu (the icon in the bottom right on most phones). Tap Your Trips or Order History depending on whether you're refunding a ride or Uber Eats order. Find the specific trip or order, tap it, and scroll to the bottom. You'll see a Help button — tap that to open the support options for that transaction.

From the Help screen, you can select the reason for your refund request from a list. Uber groups reasons into categories: charged twice, incorrect fare, driver didn't arrive, food order issues, or other. Pick the one that matches what happened. Tap Request refund and Uber will either process it immediately or ask you for more information before deciding.

Key Takeaways

  • Refund requests go through the Uber app under Your Trips or Order History, not through email or phone support.
  • Uber processes some refunds automatically (like duplicate charges) within minutes, while others take three to five business days after you provide details.
  • If Uber denies your first request, you can appeal through the same Help menu, but you'll need to explain why you disagree with their decision.
  • Refunds go back to your original payment method — the card, bank account, or Uber Cash balance you used to pay.

What Uber refunds and what it doesn't

Uber refunds duplicate charges immediately — if you were charged twice for one ride, that's processed within minutes. They also refund rides where the driver never showed up or cancelled after you waited more than five minutes, and food orders that arrived significantly late or with missing items. Refunds for incorrect fares (you were charged more than the estimated price) are handled case by case.

Uber does not refund surge pricing, cancellation fees you incurred, or rides you completed but didn't like. They also won't refund if you entered the wrong destination and the driver took you where you asked to go. For Uber Eats, they won't refund if you simply changed your mind about the order after it was placed, though they will refund if the restaurant cancelled or the food arrived cold or damaged.

How long refunds take

Automatic refunds (duplicate charges, driver no-show) appear in your account within minutes to a few hours. Refunds that require Uber to review your claim take three to five business days. You'll see a status update in the Help section of that trip or order showing whether Uber approved, denied, or is still reviewing your request.

The money itself takes an additional one to three business days to reach your original payment method after Uber approves the refund. If you paid with a debit or credit card, the refund shows as a credit on your next statement. If you paid with a bank account linked through Uber, the money returns to that account. Refunds to Uber Cash appear instantly in your Uber Cash balance.

What to include when you request a refund

When Uber asks for details, be specific about what went wrong. For a ride issue, include the time it happened, the pickup and dropoff locations, and what the driver did or didn't do. For a food order, describe which items were wrong, damaged, or missing. If you have photos of damaged food or a receipt showing a duplicate charge, attach them through the app — Uber's Help screen has an option to add images.

Keep your explanation short and factual. Uber's system flags requests with vague language or complaints that don't match the refund category you selected. If you say "driver was rude" but selected "incorrect fare," your request may be denied because those are handled differently. Match your reason to what actually happened with the transaction itself.

If Uber denies your refund request

Go back to the same trip or order in Your Trips or Order History and tap Help again. You'll see your previous request and Uber's reason for denying it. Select I disagree or Appeal (the exact wording varies by app version). This opens a text box where you can explain why you think the denial was wrong.

In your appeal, address Uber's specific reason for the denial. If they said the driver completed the ride as requested, explain why that's not accurate — for example, "The driver dropped me at the wrong address; I requested 123 Main Street and was dropped at 123 Main Avenue." Appeals are reviewed by a different team and can take five to seven business days. Uber will notify you through the app whether they've approved the appeal.

Refunds for Uber Cash and promotional credits

If you paid with Uber Cash or a promotional credit and receive a refund, the money returns to your Uber Cash balance, not to your bank account. You can then use that balance for future rides or food orders, or you can contact Uber support to request that they convert it to a payment to your original card — though this is not may provide and depends on Uber's policy at the time.

Promotional credits (like "$15 off your next ride") cannot be refunded as cash. If you used a promotional credit toward a ride and that ride qualifies for a refund, Uber refunds the amount you paid out of pocket, not the promotional portion. The promotional credit itself is not returned to your account.

Contacting Uber support if the app won't work

If the Help button in the app doesn't load or you can't find your trip in Your Trips, visit help.uber.com on a web browser and sign in with your Uber account. You can search for your trip by date or trip ID and submit a refund request from there. The process is the same as in the app.

Uber does not have a phone number for general refund requests. If you've submitted a refund request through the app or website and haven't received a response after seven business days, you can contact your credit card company or bank to dispute the charge. Document your refund request (take a screenshot showing the date you submitted it) before you file a dispute, because Uber will ask for proof that you tried to resolve it through their system first.

Frequently Asked Questions

Can I get a refund if I lost something in the Uber?

No, Uber does not refund rides because of lost items. However, Uber has a Lost & Found feature in the Help menu where you can contact the driver directly to ask if they found your item. If the driver has it, you can arrange to pick it up or have them mail it. Uber does not refund the ride cost in this situation.

What if Uber charged me but the ride never happened?

If you were charged but the driver cancelled or never arrived, go to Your Trips, find that ride, tap Help, and select "Driver cancelled" or "Driver didn't arrive." Uber will refund the full fare within minutes. If you cancelled the ride yourself after waiting, you may be charged a cancellation fee depending on how long you waited — Uber typically waives this if you waited more than five minutes.

Do I have to contact the driver before requesting a refund?

No. You can request a refund directly through the app without messaging the driver. However, if the issue is something the driver might not know about (like you received the wrong food order), contacting them first sometimes resolves it faster. For most refund requests, going straight through the Help menu is the standard route.

Will requesting a refund affect my Uber rating or account?

Requesting a refund does not lower your rating or put your account at risk. Uber separates refund requests from driver ratings. You can rate your driver and request a refund for the same trip if both are warranted — for example, giving a low rating because the driver was rude and also requesting a refund because they took a much longer route than necessary.

Can I get a refund if I used a promo code?

Yes. If a ride with a promo code qualifies for a refund, Uber refunds the amount you paid after the promo code was applied. The promo code itself is not returned or extended. For example, if a ride cost $20, your promo code saved you $5, and you paid $15, a refund gives you $15 back — not $20.