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Asked Questions

1. Open your app and enter your destination in the "Where to go?" field.

2. The next screen will display all vehicle options available in your area. Click one to select it for your ride, then Click "Choose preferred vehicle" (button will be your vehicle selection).

3. You may be asked to confirm your pickup location. If so, move the pin on the map, or select from a list of locations. Click "Confirm Pickup" to send your request to eligible drivers in the area.

4. Once a driver accepts your request, you'll see the driver name, photograph, vehicle details and estimated time of arrival on the map.

DICE will send you notifications when your driver is close to your pickup location.

When a lot of people in the same area are requesting rides at the same time, trip prices might be higher than normal. This change in price helps to attract more drivers to an area so everyone can get a ride.
If you're requesting a ride during a busy time, you'll see a message in your app to let you know.
You can wait a few minutes while more drivers get on the road, or you can pay a little extra to get a ride when you need it.

Presently, DICE is available in the cities commencing operations in Abuja. Having established account on DICE platform, you can request a ride in the city where DICE operates, any time and any day.

Using your rider account, you may only request one vehicle at a time. You can request another vehicle immediately after a current trip ends.
DICE offers car pool options. These vehicle options accommodate 6 or more riders. If you're requesting a ride for a large group, it's a good idea to select preferred vehicle and communicate with the driver who accepts your ride request and ensure that the vehicle has enough seats and seat belts for everyone.
If you intend to ride in a group too large for a single vehicle, please ask other team members to use their DICE accounts to request additional vehicles.
Riding with a large group is a great opportunity to invite friends to create their own DICE accounts. Select "Free Rides" from your app menu to get started. When invited friends take a first ride, you'll receive a referral reward.

The Scheduled Rides feature allows you to select a 10 minute window for a driver to come pick you up. At the start of the window, the app will send out a ride request on your behalf. You'll get push notifications when you're matched with a driver and when they're nearby, the same as a typical ride.
NOTES: - Scheduling a ride in advance doesn't guarantee you'll be connected with a driver - In the rare case you're not connected with a driver, we'll notify you at the end of your pickup window - Dynamic pricing may be in effect at the time of your ride. We'll let you know if your fare has changed.
1. Enter your destination in the "Where to go?" field 2. Choose through vehicle options and click one to select it for your ride 3. Click the clock icon next to the "Request [vehicle option]" button 4. Set the date and time window for your pick up 5. Click "SET TIME" 6. Update your pickup location if necessary, then Click "CONFIRM PICKUP" 7. Click "SCHEDULE [VEHICLE TYPE]," then click "DONE"
1. Open the menu in the DICE app and click "Your Trips" 2. Click "Upcoming" 3. Click “RIDE"
You can cancel your request at any point before being matched with a driver without any charge. Normal cancellation fees apply once a driver accepts your trip request. . . .
Check your app to see if Scheduled Rides are available in your area. If it's available, you can schedule a ride any time of day.
You can schedule trips to the airport, but not when leaving an airport. If you're leaving an airport, you should request a ride on-demand as usual. Accepting a trip price Once you request your ride, you've accepted the price shown in the app. The trip price you're charged may defer if: - You make extra stops - You change your destination - The driver waits several minutes at your pickup location Requesting a specific driver The DICE app cannot match you with a specific driver.
When you request a ride, your app sends your request to nearby drivers to pick you up at your pickup location. However, the rider have the option of choosing male or female driver, though it depends on availability at that moment. Requesting long trips DICE does not limit the distance you can travel on a trip. It essential to communicate the designation and duration of trip to enable us arrange the vehicle to convey you, especially if It’s charter to and fro. Often times, drivers need to make the return trip home after reaching your destination, and it's polite to give them a heads up of a long trip.
If you'd like to continue after a trip automatically ends, please request a new ride. Since your previous driver is nearby, they may receive this new trip request.
Riding with pets In consideration of local, state and federal laws in your area, service animals are permitted to accompany riders at all times.
If you're planning to ride with a non-service pet, it's good practice to contact the driver who accepts your ride request. Use your app to send a text message or call to let the driver know you'd like to bring a pet.
Please help drivers keep vehicles clean for all riders by bringing a crate or blanket to reduce the risk of damage or mess to avoid cleaning charges.
Selecting a vehicle option for your ride Using the DICE app, you can see all vehicle options available in your area before confirming your ride. DICE offers several choices to get you to your destination safely and peace of mind.
To select a vehicle option for your ride:
1. Open your app and enter your destination address in the "Where to go?" field
2. The screen will display all vehicle options available in your area. Click one to select it for your ride,
3. Click "Confirm Button" (button will be your vehicle selection)
4. Follow the remaining steps in the app to complete your ride request
Depending on where you are, you may also see the following with the vehicle options:
- The trip price
- The estimated time of arrival
- A pop-up message will appear to indicate the status if driver such as it's busy, meaning prices will be higher than normal or no driver found nearby, please try after some time.
NOTE: Once you request a ride, you cannot change your vehicle choice without cancelling and requesting the ride again

Before a trip starts, your app provides an ETA (Estimated Time of Arrival) for when your driver should arrive at your pickup location. After your trip starts, your app provides an ETA for when you should arrive at your destination. Please note that ETA times are estimates and not guaranteed. A variety of external factors like heavy traffic or road construction can impact travel time. Before you request a ride, your app displays a time in the black SET PICKUP LOCATION bar. This time estimates how long nearby drivers should take to arrive at your pickup location. Using the slider at the bottom of your screen, you can view the ETA for each vehicle option available in your city. After a trip starts, your app will continually update the ETA for your destination. Changing your pickup location When you request a ride, the app uses GPS to suggest the best pickup location nearby. If you need a different pickup location: 1. Click on the pickup location label on the map 2. Enter a new address or building 3. Choose from one of the locations suggested by the app You can also change your pickup location after you request a ride. To do this: 1. Click "dot symbol on the map" next to your pickup location 2. Type a new address or drag your pin to any location on the map within the grey circle 3. Click the "Confirm" button to complete your request You'll only be able to adjust your pickup location one time, and it can only be moved within the circle that's shown on your screen. Note: Changing your pickup location is not available on DICE pool. Contact a driver If you desire to communicate with the driver about a pickup location or share details of the ride you requested, you can do that through the app. To contact your driver: 1. Click the bar that displays the driver's info at the bottom of your screen 2. Select "Contact" to choose between calling or messaging your driver Note for safety concerns drivers may not answer their phones or reply to a text message while driving. Cancelling a DICE ride You can cancel a trip in the DICE app before or after you're matched with a driver. HOW TO CANCEL BEFORE YOU'RE MATCHED WITH A DRIVER 1. Click the white bar at the bottom of your screen that says "Finding your ride" 2. Click "Cancel" 3. Click "NO" to keep your ride, or "YES, CANCEL" to cancel HOW TO CANCEL AFTER YOU'RE MATCHED WITH A DRIVER 1. Click the bar at the bottom of your screen showing your driver's information 2. Click "Cancel Trip" 3. Click "NO" to keep the ride, or "YES, CANCEL" to cancel and accept the fee NOTE: A cancellation fee may apply if you cancel after you're matched with a driver. These fees pay driver-partners for the time and effort they spend getting to your location. You can learn more about the cancellation policy in your area below: If you believe you were charged a cancellation fee in error, let us know in the "Review my cancellation fee" form. This might happen if your driver canceled instead of ended the trip, or if they canceled because they were too far away from your pickup location. Requesting a ride with multiple stops You can request that your driver make multiple stops when requesting a ride. Here's how: 1. Open the DICE app and click the "Where To go?" box 2. Click "+ Add multiple stops" to add up to 2 additional stops 3. Click "DONE" to continue Stops will be made in the order they're added. To remove a stop, Click the "X" next to it. Remember to keep each stop under 3 minutes. If you're splitting your fare, it will be split for the entire ride, not split by the cost to each stop. NOTE: This feature is not available on DICE POOL rides.

If you received a text message saying you have a ride with DICE on the way, someone may have scheduled a ride on your behalf. Follow the instructions in the text message to accept the ride and view your pickup details. If you received a text with a link to request an DICE trip, a business ordered you a ride that you can request at any time on the scheduled day (before 11:59 pm). Click the link in the text message when you're ready to request a ride. If you no longer need a ride or want to unsubscribe from messages, reply STOP.

The tariffs is calculated based on fixed pricing per kilometer regardless of time, weather and local events using digital metering. Hence, we are optimizing the distance between two points to ensure the ride pays for actual route to designation regardless of change of route by driver.

The rider can make payment for the ride using debit/credit card, cash and mobile wallet.

The DICE rider and driver apps are available both on IOS and Android devices. I was involved in an accident: DICE is committed to the safety of everyone using their services. If you encounter an accident, please share with us what happened the details that will help us to support you and we will get in touch with you promptly. Also, we care about your safety to ensure that you and all parties involved are healthy. It’s essential to notify police and rescue team immediately if deem necessary. Review My Fare or Fees My driver took a poor route: if you have concerns about the route your driver took, let us know here. We’ll be happy to review it. The trip fares are calculated including both distance and time, as well as other applicable charges. The driver is expected to take the fastest route to designation else there will be sanction. Please there’re circumstances that can impact you route and travel time (such as traffic or road construction), we may not be able to provide a fare adjustment. I paid a toll or parking fee for my driver: When the driver’s vehicle passes through a toll or an area with a surcharge, the toll amount is added to your fare. If the driver asked you to pay a toll or parking fee with cash and you were charged on your receipt. Please do inform us promptly about it. Charge for a cleaning fee: To ensure the riders enjoy hygienic and comfortable rides, drivers maintain clean vehicles. The riders are responsible for damage to the interior or exterior of a vehicle by incidents such as vomiting or food spills while on transit. The cleaning fees are charged based on extent of impact to the vehicle. Hence, the rider will receive an updated trip receipt for the trip. If you were charged a cleaning fee you feel is inaccurate or unfair. Please do inform us about it. Failed Card Payment If you received an email notification about a failed card payment after your trip, it may be for a number of reasons (DICE is not notified of the specific reason). To resolve some of the common issues, please check if: Your card has sufficient available funds to pay for the journey  Your card has expired  E-commerce transactions for your card are enabled  You have not exceeded your monthly limit for online purchases  Your card have sufficient available funds to pay for the journey To resolve a failed payment, we recommend the following:  Reach out to your bank or credit card provider for more information  Inform them of the amount and when the trip ended, so they can allow the transaction to process.  When you receive confirmation that the transaction can be re-attempted, open the app and tap on Payment Options  Select the card that is active and has sufficient funds  If you still experience issues, please contact our Support Team via the app. Note:  You will not be able to request a trip until the failed payment is settled  To protect your identity and funds, we may block your card in case of any unusual or suspected fraud activities. Trip Cancellation We understand that there might be situations when you need to cancel your request. Please note that in some cases you will be charged a cancellation fee. Cancellation fees have been implemented to compensate drivers for the time and distance invested in a trip that does not eventuate. Cancellation fees are applied in the following situations:  You cancel a trip request 4 min after the driver accepts and is driving towards your pickup location  Driver cancels the request 4 min after he has already arrived at the pickup location and waited for you.  You can find the cancellation fee amounts for each category in the app. simply select a category and click on the info sign next to the category name. How to check if you were charged a cancellation fee If cancelling a trip is subject to a cancellation fee:  You will get a notification in the app when cancelling your trip request. You can either accept the cancellation fee or wait for the driver to arrive and take this trip.  You will receive an invoice to the email address specified in the app with the cancellation fee amount that you were charged.  You won't be charged a cancellation fee if you cancel your request within 4 minutes from the moment driver accepted your request or if a driver cancels the request without waiting for you for at least 4 minutes. Note: The authorization fee can be mistaken for the cancellation fee. The authorization is a temporary card verification hold to check your card’s validity. This pending charge is either returned immediately or within 14 business days. It was the authorization fee, not a cancellation fee if:  You haven’t received a notification in the app about the cancellation fee when cancelling a ride  When you check the cancelled order in your ride history in the app, you can’t see the trip price. If you have any questions or think that you were unfairly charged the cancellation fee, please contact our Support team via the app. I can’t find my receipt If you can’t find a receipt in your email inbox, check the spam folder. If there is no receipt in the spam folder either, check in your profile if the email you provided is correct. You can change the email address in your profile if needed and retry sending the receipt.

If you encounter this error messages in the app, you won’t be able to request a ride until you update your payment method:  Request failed or card declined  Your payment method is invalid. Please you need to update your billing settings  There was an error processing your request Update or add a new payment method in the Payment section of the app menu if your payment method was declined for one of the reasons below:  Card number entered is incorrect  Credit or debit card has expired  Insufficient funds in the account Update a payment method on your account You may need to contact your bank in the following situations:  You’re traveling abroad and haven’t authorized international transactions  The bank rejected the charge from DICE based on fraud  You’ve exceeded the withdrawal limit stipulated on your account  You’ve reported your card as stolen or lost If none of these issues isn’t applicable, do share your thoughts below,

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