What is the Donkey Wallet?
The Donkey Wallet is an in-app balance that allows you to pre-fund your account for faster rentals. While it is required for some payment methods, it is an optional convenience for others.
💳 When is the Wallet Required?
Local Payment Methods: If you use Bancontact, iDeal, Sofort, or Klarna, you must use the Donkey Wallet to rent.
Minimum Balance: These methods require you to maintain a "buffer" balance in your wallet. The app will specify the exact amount needed to start and continue a ride.
Top-Ups: If your balance drops too low mid-ride, the app will prompt you to top up to keep the rental active.
✅ When is the Wallet Optional?
If you use Apple Pay, Google Pay, PayPal, or a Credit Card, you can "Just Ride" without the wallet.
Note: The wallet currently cannot be used to pay for monthly memberships or certain administrative fees.
🎁 Why use the Wallet?
Bonus Credits: For certain top-up amounts, we add extra credit to your account (e.g., "Pay €20, get €22"), giving you more value for your rides. Bonus credits are non-refundable and intended for use within the app.
Frictionless Riding: No need to authorize a separate transaction for every trip.
Easy Refunds: You can withdraw your remaining balance at any time via the Wallet Tab in the app. Refunds are limited to personally topped-up funds and exclude promotional credits. Funds are returned to the original payment method, and processing may take 5–10 working days. Ensure there are no outstanding payments before requesting a refund. Note: Bonus Credits are not available when using Bancontact, iDeal, Sofort or Klarna.
💸 Refunding Your Wallet Balance
Refund Eligibility: Only the funds you personally topped up to your wallet are eligible for refunds. Promotional or bonus credits provided by Donkey Republic are non-refundable.
Refund Process: Open the Donkey Republic app, navigate to the Wallet section, and tap the “Withdraw” button. Funds are returned to the original payment method used for the top-up (e.g., your bank card or account). Processing time is 5–10 working days.
FAQs on Refund Scenarios
Why did my wallet balance decrease after purchasing a day pass?: If you purchased an extra day pass, its cost may have been deducted from your wallet. If the pass is canceled and refunded, the amount will be restored to your wallet balance.
Can I refund my wallet balance and close my account?: Yes. Refund your remaining balance first by withdrawing it to your original payment method. Once the refund is complete, you can proceed with account deletion.