Fairgo
Contact us
Email hugomoriceau@icloud.com. Tell us which app you were using and roughly when, and we can find the trip.
Common questions
How do I delete my account?
In either app: Account → Delete account. That removes your personal data. Records we are legally required to keep, such as invoices, are retained. You can also email us and we will do it.
Why does the app need my location?
To work out which market you are in and to set your pickup point. Drivers share location only while they are online, so riders can follow the vehicle to the pickup. If you decline the permission, the app will tell you what it needs and offer to open Settings.
Is the 1% fee added to my fare?
No. It is charged to the driver, out of their own card takings — and it is 0% in markets where we cannot collect it, Morocco among them. It is never added to your fare and never taken out of a tip.
My driver never arrived / I was charged wrongly
Email us with the approximate time and pickup address and we will find the trip. Be clear on what we can do: because the fare goes from you to the driver and never through Fairgo, there is no balance here to refund from. What we can do is establish the facts and help settle it with the driver. On a cash ride, nothing has been taken from you at all.
Was I charged for cancelling?
Cancelling costs nothing before a driver accepts, and nothing in the first two minutes after they do. After that a late-cancellation fee of 25% of the fare is recorded on the trip, and the app states the amount before you confirm. It compensates a driver already on their way to you; Fairgo takes no part of it. Drivers are never charged for cancelling.
I am a driver and my account is still pending
Each document you upload is read and checked automatically — the name against your account, the expiry against today's date, and the document against the type you selected. A clean match is approved immediately; anything unclear is sent to a person rather than waved through, and your account activates once every required document is approved. If yours has been sitting for more than a couple of working days, email us and we will look at it. A blurred or cropped photo is the usual reason, and re-uploading it is usually the fix.
Accessibility
We aim to meet WCAG 2.1 level AA in the apps and on this site. In the driver app, the accept, decline and complete-ride controls are swipe gestures that also expose equivalent VoiceOver actions, so the core flow is operable with a screen reader.
If any part of Fairgo is difficult or impossible to use with assistive technology, email hugomoriceau@icloud.com with the word accessibility in the subject. Tell us the device and assistive technology you use. We treat these as faults, not feature requests.
Safety
If you are in immediate danger, call the emergency services first — both apps have a button that dials the number they hold for the market you are in. Then tell us what happened and which trip it was; a driver's account can be suspended while we look into it.
Fairgo is a small operation and does not run a 24-hour safety desk. We would rather write that than let you believe otherwise. What we can promise is that a report reaches a person who can act on it, and that we will tell you what we did about it.
Which languages
The apps are in English, French, Spanish, German, Portuguese and Arabic, and follow the language your phone is set to. This site is in English, French and Arabic.
Support itself answers in English and French. Morocco is a live market and both apps ship in Arabic, so write to us in Arabic if that is your language — the message will be read; the reply will come back in English or French. We would rather tell you that than leave you waiting on an Arabic answer nobody here can write.