A ride charged more than expected, a payment you don't recognise, a ride that kept running after you'd parked the scooter? Message us and we'll look into it with you.
📩 How to report the problem
Contact us on the chat from the app. So we can handle your request without back-and-forth, give us in your first message:
The date and approximate time of the ride.
The name of the scooter (every eDOG scooter has a first name, shown in the app).
The amount you're questioning.
What happened, in a sentence or two.
A screenshot of your bank statement or of your ride history helps us a lot 📸
⏱️ Get in touch quickly — it makes a difference
The sooner you tell us, the better: the ride data is fresh, checking is straightforward, and we can be more generous with the compensation. If you realise your ride hasn't ended, tell us straight away rather than waiting to see the amount.
🎁 How we make up for it
In most cases we credit free minutes to your account, usually more than the time you lost.
A refund in money is possible when the problem is clearly on our side — a technical fault, for example.
🔎 The most common situations
The ride didn't end and the meter kept running while the scooter was parked.
A breakdown mid-ride stopped you from finishing normally.
An amount charged twice, or a payment that matches no ride.
Fees (missing helmet, top case) that you believe are unjustified.
🎁 Bought a pack by mistake?
Message us. If your pack has no expiry date, know that it stays usable whenever you want — nothing is lost. If you'd still rather be refunded, tell us and we'll look at it together.
✅ What happens next?
We keep you posted on the chat, and we leave the conversation open until the matter is settled 😉