Why am I seeing unexpected charges or holds on my Donkey Republic account?
When using Donkey Republic, you may notice charges or holds on your account. These are typically related to temporary authorization holds, penalties for improper usage, or charges incurred after free time or passes expire. Below, we explain these scenarios in detail to help you understand and manage your account.
Temporary Authorization Holds
At the start of every bike rental, Donkey Republic may place a temporary authorization hold (e.g., €25) on your payment method. This hold is a security measure to ensure the safety of the community. It is not an actual charge and will be released once the rental ends successfully. The time it takes for the funds to reappear in your account depends on your bank. To avoid issues, ensure sufficient funds are available in your account to cover the temporary hold. If you have a free membership, such as a student plan, this hold does not affect your ability to use the bikes without additional rental charges. If the authorization hold is not released within a reasonable time after the rental ends, contact your bank for assistance.
Penalty Fees
Unexpected charges may occur if you end a rental outside a designated drop-off zone. The app provides clear in-app warnings during the ride about valid drop-off areas. If these warnings are dismissed and the ride is ended outside a valid zone, a penalty fee is charged. The penalty amount may vary depending on the situation. Returning the same bike to a valid drop-off zone later (by starting a new rental) does not remove the penalty. Penalties are non-refundable. To avoid such charges, always check the app for approved drop-off locations before ending your ride.
Another penalty scenario involves late payment fees. If a relocation fee or other charges are not paid on time, a late payment fee may be added.
Charges will continue if a ride is not properly ended in the app, even if the bike is physically locked. These charges are non-refundable unless the rental is properly ended, as the bike cannot be rented out to other riders in this time. To avoid such issues, always ensure the rental is ended correctly in the app.
Charges After Free Time or Pass Expiry
If you have membership time, a pass or a free ride, any usage beyond the allotted period will switch to the Just Ride rate. Charges incurred after the free period ends are standard and cannot be refunded or removed. Additionally, free rides or discount codes are applied to future eligible rentals and cannot retroactively remove charges from past rides.
Managing Your Account
To avoid unexpected charges:
Always end your rental at a designated drop-off zone.
Monitor your free time or pass duration to avoid exceeding the limit.
Check your bank’s policy on processing times for releasing authorization holds.
Pay attention to in-app warnings about drop-off zones during your ride.
Ensure sufficient funds in your account to cover temporary authorization holds.
Always complete the "End Rental" process in the app after locking the bike.
Ensure your payment method is valid and up to date to avoid late fees.
If you believe a charge was applied in error, contact Donkey Republic support through the app for assistance.
By understanding these policies, you can better manage your rentals and avoid unexpected charges.