You see an amount from eDOG on your card or bank statement? Don't worry 😉 There are two very different cases, and in both of them you never pay more than your rides.
1️⃣ €0.50 when you sign up or change your card 💳
Every time you save a new payment card, we need to check that it's valid and that it belongs to you. To do this, an amount of €0.50 is charged when the card is saved.
👛 Where does the €0.50 go?
It is credited to your eDOG wallet. It's still yours, and you can use it for your next rides or to buy a pack.
🛵 How is it used?
On your next payment, your wallet balance (and your bonuses) is used first, before your payment card:
For a ride, the €0.50 is deducted automatically and only the difference is charged to your card.
When you buy a pack, it works the same way: your wallet balance comes first, and only the difference is charged.
In the end, you never pay a cent more than the price of your rides or your pack ✅
2️⃣ €5 at the start of every ride ⚡
When you start a ride, a €5 pre-authorisation is placed on your card. It is not a charge: the money is held, not taken. It lets us check that your card is valid before you ride, and it helps us avoid unpaid rides.
At the end of the ride:
✅ If your card can be charged for the ride, the €5 hold is released and only the real amount of your ride is charged.
⚠️ If your card cannot be charged, these €5 are used to cover all or part of the ride.
Depending on your bank, the hold can stay visible on your statement for a few days before it disappears: that's normal, and the timing is set by your bank 🏦
💬 Any questions?
If you see an amount you don't understand, message us on the chat in the app with a screenshot of your bank statement, and we'll look into it with you.