If you’ve lost an item, you can report this to DiDi Support using your DiDi-Rider app.
Alternatively, you can contact our support team at help.rider@au.didiglobal.com. Please have your trip details ready, so we can quickly contact your driver to arrange the prompt return of your item.
DiDi is currently available in the following cities:
VIC:
Melbourne
Geelong
Shepparton
Bendigo
Ballarat
QLD:
Brisbane
Gold Coast
Sunshine Coast
Toowoomba
Hervey Bay
Gladstone
Rockhampton
Mackay
Townsville
Cairns
Bundaberg
NSW:
Sydney
Wollongong
Central Coast
Newcastle
Port Macquarie
Coffs Harbour
Wagga Wagga
SA:
Adelaide
WA:
Perth
Bunbury
Busselton
ACT:
Canberra
Don’t see your city?
Head to our Facebook page for regular updates on where we’re launching next.
To cancel your request, tap ‘Cancel Trip’ on the lower-left of the screen. Don’t forget! You’re not able to cancel once the trip has started.
We’ve also got Cancellations Fees in place to keep things fair for all users. Please keep in mind that each city has its own cancellation rules. For details, please visit our Cancellation Policy available in the DiDi-Rider app.
Please note: if you’re running a little late, we recommend contacting the driver to let them know.
When your trip ends, a receipt will be automatically sent to your registered email address.
Don’t forget to check your spam / junk folders if you find you aren’t receiving them!
Your DiDi account also includes trip history of every ride you’ve ever taken. To view your receipts:
Select ‘My Trips’ from the app menu
Select a past trip
You can review the receipt, tax invoice, as well as other trip details
When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to rate their drivers honestly, as poor ratings may impact a driver’s account. Please ensure to double-check your rating before you submit as it cannot be changed.
When your trip is complete, you’ll be asked to rate your driver’s service between 1 and 5 stars. We encourage riders to rate their drivers honestly, as poor ratings may impact a driver’s account. Please ensure to double-check your rating before you submit as it cannot be changed.
To rate your driver, you’ll just need to follow these 3 simple steps:
Go to My Trips in the sidebar menu
Tap the trip you want to rate
Select a rating between 1 and 5 stars and tap submit!
If you’re having trouble contacting the driver, please remember that they may be driving or unable to answer your call immediately. If this happens, please be patient and try contacting them again later. If you’re still unable to contact the driver, please reach out to our Customer Support team – help.rider@au.didiglobal.com
Once you’ve requested a trip, you’ll see a call icon at the bottom of the screen. When you tap the icon, you can contact your driver directly. For privacy reasons, your real number will not be shown to the driver.
We hope all riders have a safe and pleasant experience during their trip. When a driver signs up with DiDi, they agree to maintain a high standard of professional care and service. If you believe you didn’t receive this, we’d be more than happy to help look into the issue. Simply contact Customer Support, provide your trip details and we’ll review the situation for you.
To view a fare estimate, type in your intended destination in the “Where to” box.
If you want to change the pick up point, please tap the pick up location in the bar on the top of the page then update the address. Once pick up and drop off points have been entered, a fare estimate will be displayed under the vehicle icon.
Fares are calculated by the following:
Base Fare: A flat fare charged once the rider enters the vehicle and you start the trip.
Distance Fare: A fare that is charged based on the distance travelled. This fare may vary depending on the city and the threshold distance. An extra charge may be applicable after a specific distance.
Time Fare: A fare charged for the duration of the trip (from pickup to drop off). This includes time your driver spent waiting for you and time spent in traffic. This includes the time your driver spent waiting for you and time spent in traffic, etc and may vary depending on the city.
Short Distance Fee: Applicable to trips that are less than 7 km (Brisbane and Geelong only).
GST / other relevant taxes.
Other charges may include:
Tolls
State Government Transport Levy
CTP Insurance Premium
Waiting Fees
Cancellation Fees
Changes to the Base Fare because of Dynamic Pricing periods
Please note: Trip fares vary by each State and Territory in Australia. Visit our Legal section for more information.
To ensure riders enjoy a safe and comfortable trip, drivers are encouraged to keep their vehicles regularly clean, sanitised and well maintained at all times. If a rider makes a mess, or litters and damages the vehicle in any way, they might need to compensate the driver for the financial loss suffered by their driver.
A Cleaning Fee will apply based on the evidence submitted by the driver. This includes photos of the mess / damage and a cleaning service receipt. If a Cleaning Fee is applied, the entire amount will be given to the driver. We’ll also provide you with details of the cleaning fee. If you believe that the Cleaning Fee amount is inaccurate, or wish to dispute the cleaning fee, you can submit an appeal.
In order to provide a better rider experience, Dynamic Pricing applies during periods of high demand. This means your trip fare may be higher than usual to ensure there are enough drivers around during this time. You’ll be able to tell this by the multiplier that is added to the Base, Time, Waiting and Distance Fares. Fees such as levies and tolls are not subject to the Dynamic Pricing Multiplier. Please note: the Dynamic Pricing Multiplier is not fixed and can change according to day, time and location.
To view / check the Dynamic Pricing:
1) Before a trip, view the Dynamic Pricing in Fare Estimate
2) After a trip, view the Dynamic Pricing in Fare Breakdown
We’re sorry to hear that you didn’t receive your voucher, reward. To confirm it has not been added to your account, please follow these steps:
– Ensure your location is enabled
– Go to Promotions > My vouchers
Please note that all DiDi’s rider offers are subject to the General Terms and Conditions for Rider Offers and any specific terms and conditions available in the Rider app and/or on our website. We recommend that you review these terms carefully.
If you believe that you qualify for the offer but still can’t see your voucher or reward, please let us know – help.rider@au.didiglobal.com
We’re sorry to hear that your voucher didn’t apply properly. Please keep in mind that all DiDi’s rider offers are subject to the General Terms and Conditions for Rider Offers available in the Rider app and on our website. We encourage you to review these terms and any specific restrictions noted on the vouchers carefully. If you believe you qualify for the offer but the voucher was not applied, please let us know – help.rider@au.didiglobal.com
DiDi is committed to promoting a safe and fair ridesharing community for everyone. If your driver requested cash for a trip, please let us know. Rest assured that these complaints are taken very seriously and will result in a thorough investigation.
If you’re ever in a situation in which you feel unsafe, harmed or have been injured, you can call emergency services on 000. During a trip, you can also call 000 by using our Emergency Button, or you can share your current location with your Trusted Contacts by using the Share My Trip feature.
Our DiDi Incident Response Team is also available 24/7, please contact us if you wish to report another incident.
We’re sorry to hear that you’re having trouble paying for your trip. We suggest checking the potential reasons below:
Your credit card or debit card details were entered incorrectly.
If this is the case, simply update your credit card details by heading to Payment in the sidebar menu.
Your credit card or debit card has expired.
If this is the case, you will need to delete the expired card and add a new one.
There were insufficient funds in your account.
If this is the case, you will need to deposit or transfer funds to your account. You may also add another card as a payment method.
Your credit card or debit card was issued outside Australia.
If this is the case, you may need to contact your bank to authorise your transactions. Otherwise you’ll need to add a bank card that was issued in Australia.
You previously reported your bank card as lost or stolen.
If this is the case,
your bank may have frozen your account or declined transactions. Please contact your bank to resolve this issue.
Please note: you will not be able to request a new trip if you haven’t paid for a previous trip. If the fare amount was deducted from your bank account but you’re still receiving the Payment Pending message, we suggest waiting a couple of days for the payment status to update.
The Split Fare feature allows you to share the cost of the fare evenly between you and your friends. To do so, simply send a Split Fare invitation after making a request, then kick back, relax and forget the days of talking about who pays next!
In order to provide a better rider experience, Dynamic Pricing applies during periods of high demand. This means your trip fare may be higher than usual to ensure there are enough drivers around during this time. You’ll be able to tell this by the multiplier that is added to the Base, Time, Waiting and Distance Fares. Fees such as tolls are not subject to the Dynamic Pricing Multiplier.
Please note: the Dynamic Pricing Multiplier is not fixed and can change according to the day, time and location.
If you request a trip during a period of high demand, you’ll receive an in-app message to notify you of the Dynamic Pricing change. The Dynamic Pricing multiplier icon can also be found below your Fare Estimate and will be shown before you tap CONFIRM.
To view / check the Dynamic Pricing:
1) Before a trip, view the Dynamic Pricing in Fare Estimate
2) After a trip, view the Dynamic Pricing in Fare Breakdown
We’ve got Cancellations Fees in place to keep things fair for all users. Keep in mind that each city has its own cancellation rules. For details, please visit our Cancellation Policy available in the DiDi Rider app.
Please note: if you’re running a little late, we recommend contacting the driver to let them know.
