Frequently Asked Questions

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Why is Lymo better?

Lymo offers you lower ride prices as we take no commission on fares and the drivers set their own rates depending on supply and demand. Also, Lymo is a platform that gives you full power of choice: you choose the fare and the exact car you want. You can also pick the fastest option. As our platform is open to all professional drivers (taxis and other professional drivers) you have access to a wide range of drivers, which means we always show you the best car option close to you. Taxis can use faster lanes. Guaranteed prices: we don't charge more than our estimated maximum or more than what the taximeter shows. We want riders and drivers to ride happy: we believe in Integrity, Transparency, Kindness and Humility. We care for users, drivers, cities and laws.

How are you different from other ride-hailing platforms?

Lymo is a platform that gives you full power of choice - we show you everything and you choose: price, speed, car make, model and year, driver rating. As our platform is open to all professional drivers (both taxis and other professional drivers) you have access to a wide range of drivers, which means we'll always show you the best car option close to you. Finally as drivers set their own rate knowing that Lymo takes no commission, you can find on Lymo excellent value for money at each moment of the day. We do not practice any arbitrary surges and the estimated price is guaranteed for you.

You claim low prices, how low are they?

Lymo is a marketplace where each independent driver quotes his own rate. As Lymo takes no commission and as the drivers can offer lower prices when they are less busy, prices shown on Lymo are competitive versus other platforms which don't allow the same dynamics.

Why does Lymo offer superior value?

Lymo offers you lower ride prices as drivers set their own rate depending on supply and demand and knowing that Lymo takes no commission. You'll find on Lymo excellent value for money at each moment of the day. We do not practice any arbitrary surges and the estimated price is guaranteed for you.

How does Lymo give me the control?

Lymo is a platform that gives you full power of choice - we show you everything and you choose: price, speed, car make, model and year, driver rating. You choose the exact car that will pick you up.

You claim you take no commission from drivers, is it true?

Drivers at Lymo get 100% of their revenues and pay Lymo a fee of maximum 35CHF per week. Lymo is completely transparent to the drivers who see the same detailed fare breakdown as you see (estimate and effective fare). That way they can follow their earnings per ride closely.

What are Lymo's values?

We want riders and drivers to ride happy: we believe in Integrity, Transparency, Kindness and Humility. We care for users, drivers, cities and laws.

Why are you starting in Geneva?

We are a Geneva based start-up so we felt it was natural to start on our home grounds. Geneva is the first city where drivers and riders will ride happy!

When are you coming to my city?

Lymo is intending to bring happy rides to as many cities as possible. If you'd like us to keep you posted on where we're spreading, register to our newsletter on our website Lymo.com.

Why do I ride happy with Lymo?

By offering you an excellent value for money and by maximising the revenues of the drivers, we believe that Lymo creates a sustainable system that is in the interest of both riders and drivers and that will make you both happy.

Am I sure that my driver will be professionally registered?

For each driver that registers on Lymo, we carry out systematic document checks to ensure that only professionally registered and experienced drivers join us. We also interview each driver individually to verify his independent status as well as to ensure the validity of the documents and licenses he submits to us for his registration.

What is the difference between Taxis and other cars?

Lymo lists both taxis and other professional drivers (subject to their availability). Taxis are displayed in Yellow, the others in Blue. Taxis can use faster lanes to drive around the city. Both category of drivers are professional and hold licenses delivered by the local authorities. Each category is entitled to be fully compliant with the law to operate.

Are Taxis faster than other cars?

In most cities Taxis have access to fast lanes, which is an advantage especially at times when traffic is dense.

Are the cars that I find on Lymo safe?

For each driver that registers on Lymo, we carry out systematic document checks to ensure that only professionally registered and experienced drivers join us. We also interview each driver individually to verify his independent status as well as to ensure the validity of the documents and licenses he submits to us for his registration.

How do I sign up as a Driver?

Interested in joining Lymo as a Driver? Go to your App Store and download Lymo Driver App and follow the registration steps indicated on the app. We look forward to hearing from you!

How do I update my personal data?

Update your personal details such as your email address, phone number by going under "Edit Account Details" section in the top of the side menu of the app, underneath your name.

How can I add or change my saved home and work addresses?

You have the ability to save your home and work address-shortcuts by selecting the Destination field on your main screen and by selecting Home or Work that appear underneath. If you wish to change those addresses, press on the "edit" button next to each line in the list appearing underneath the Destination field.

How can I sign up a minor?

You must be at least 18 years of age and have the capacity to enter into a legally enforceable contract to open a Lymo account. If you're the legal representative of persons under the age of 18, you may grant them access to use Lymo only through your account or by inviting them to ride under a profile you have set up for them under your responsibility. In these cases, you will be responsible for the actions or omissions of these persons.

How do I use the code handed by a Lymo driver?

If you are lucky to have received a referral code by a driver, you need to have it by hand when you download the app and register. In the account sign up, you'll be requested to enter your code. Entering your code when you register will enable you to get into a raffle to win exciting gifts!

How do I find my rider rating?

After each ride we ask you to rate your driver. In order to promote mutual respect on our platform, we also ask the drivers to rate their riders. Your rate will be an average of all rates given to you by your drivers and it can be found in the side menu next to your name.

Why is it important for a rider to rate his driver?

We are commited to improving the quality of the transportation services that happen through our platform. Rating a driver will enable the other riders to take your opinion into consideration when choosing him the next time. The driver's rating you see in the options we list for you is the average of the rates given by all the other riders.

I think my account has been hacked.

If you have any sound suspicion that your account has been hacked, you can contact us through the Lymo Info & Help Menu. You will find a Contact Us item at the bottom of the list. We will check your account and revert to you as soon as possible.

How do I delete my Lymo account?

If you choose to Delete your account, you can do so by going to the "Edit Account Details" in your main menu and pressing on "Delete Account" at the bottom of the screen.

How is my fare calculated?

With Lymo, each driver decides his own rate knowing he won't pay any commission. Based on his rate, Lymo gives you a fare estimate for your ride. The range guarantees you the maximum fare you will pay to avoid any bad surprises. Refer to "Trips" in the Menu for more details on the breakdown of your fare (estimate and effective fare). Each price is composed of a base fare, a kilometer fee, a time fee based on the time spent in traffic as well as a minimum fare. These fees may vary from one driver to another depending on the rate level each driver has chosen at the specific time of your ride. Extra waiting time & toll charges may apply on top of your fare. The minimum fare you will pay is defined for each rate level chosen by the driver. This minimum fare is there to compensate your driver for driving to your pick-up location in case you are doing a very short ride.

Why is the total fare more than the estimated range?

The price of your ride will not exceed the guaranteed maximum estimate. Please note that extra waiting time charges may be applied on top of your ride. You may for instance pay extra waiting time if your driver has waited more than 3 minutes at pick-up. Toll charges may apply in certain restricted areas or motorways.

Will I pay more than the fare estimation?

The price of your ride will not exceed the guaranteed maximum estimate. Please note that extra waiting time charges may be applied on top of your ride. You may, for instance, pay extra waiting time if your driver has waited more than 3 minutes at pick-up. Toll charges may apply in certain restricted areas or motorways.

Why is the taximeter still on?

Taxis are legally obliged to drive with their taximeter on. The goal of the law is to protect you as a rider by stipulating that the taximeter price is always the maximum price you pay. In the case of a Lymo ride, your maximum fare will be the maximum estimated fare. Lymo indicates on your receipt your savings versus the taximeter. And for the event when the taximeter shows a lower price than the actual fare, your price will be reduced to the taximeter fare.

Why is my fare different for the same route on different trips?

Your fare depends on your driver's rate level at the time you request the car. His price may vary throughout the day depending on the demand for rides. Refer to the "Trips" in the Menu for more details on the breakdown of your fare. Each price is composed of a base fare, a kilometer fee and a time fee based on the time spent in traffic. These fees may vary from one driver to another depending on the price level each driver has chosen at the specific time of your ride.

Do I pay more during peak hours?

You may pay more during peak hours, but the prices will come from a fair market pricing dynamic. Lymo will not intervene on the price the drivers will quote.

What are the waiting time charges?

When you book a ride with Lymo, certain waiting times are included. Extra wait time charges may apply in specific cases about which your app will inform you. Once your driver has arrived at your pick up location, he'll wait for you 3 minutes for free. You will then be charged for each additional minute at the rate level indicated by your driver for this specific ride. Any extra waiting time will be charged on top of your fare.

Are there cancellation charges?

You can cancel your ride at any time. Please note that depending on the situation, cancellation fees may apply and your app will inform you about them. Once the car is confirmed you can cancel your order before the start of the ride by clicking on the "Cancel Ride" button at the bottom of your screen. If you cancel your ride more than 1 minute after it has been accepted by your driver, a cancellation fee applies. However, if your driver is more than 5 minutes late at your pick-up location compared to the time initially estimated by Lymo, no cancellation fees are charged. A cancellation of an order can also happen if you aren't at the pick up location within 10 minutes after the driver has arrived. After this time, your driver may cancel the ride and collect a cancellation fee.

Do I pay for tolls?

Toll charges may apply in certain restricted areas or motorways. If tolls occur during a ride, your driver will pay it on your behalf and add it to the due amount at the end of the ride. You can consult the toll receipts in your app under Trips.

How do I tip my driver?

If you wish to tip to your driver, it will be happening outside the app, directly with him. Also if you're happy with a driver, do not hesitate to leave positive comments after rating him.

How do rebates and promotions function?

LYMO may from time to time and at its discretion grant discounts, bonuses or promotions to its Clients through coupons, codes or other means. Unless indicated otherwise, the coupons, codes and other discounts are valid for 30 days and may not be cumulated. LYMO expressly reserves its right to suspend, modify or cease any discount, bonus or promotion without prior notice for technical, legal or commercial/business reasons. You recognize that LYMO will not be liable for such suspensions, modifications or cessations.

How can I request for child seats?

When you order your car, after entering the destination simply indicate in the Options that you need a child seat by selecting the number of seats you need. Once you have selected your car category (Standard or Premium), Lymo matches you with the drivers corresponding to your child seat option. Please note that additional options may limit your choice of cars.

How do I request cars with Disabled Access?

When you order your car, after entering the destination simply indicate in the Options that you need a Disabled Access. Once you have selected your car category (Standard or Premium), Lymo matches you with the drivers corresponding to your Disabled Access option. Please note that additional options may limit your choice of cars.

What is the difference between Standard and Premium cars ?

In order to meet your needs in the best way, Lymo classifies the cars according to two categories: Standard and Premium. Premium cars distinguish themselves by offering high standards and offer you a privileged ride experience and service.

How do I book one?

Tell us where you'd like to go by entering your destination on the main screen of the app. In the Options, indicate if you have special needs (van, baby seats, etc), then choose your car category (Standard or Premium). We then show you the list of car options matching your request. We show you the price, speed, car make, model and year, driver rating and you can choose from them. We sort them by price (from the lowest price to the highest). If you press Faster, we'll sort them by speed. Select the car you wish to order to request the ride.

Is the car I select the car that will pick me up?

At Lymo the choice is yours. Therefore the car you pick is also the car and driver that will pick you up. Please note that the car picture in your option list is a representation.

How do I select the best car for me?

Lymo gives you full power of choice. Tell us where you'd like to go and if you have a special need (van, baby seat,...) and choose your category. Lymo lists all your matching options and guaranteed price ranges for your comparison. For each car you see its price, speed, car make, model and year as well as the driver rating. We list the options by price. Click on "Fastest" to list them by speed. You can also choose to see the time to pick up or to destination. Taxis are shown in Yellow, other professional drivers in Blue. Select the car you wish to order to request the ride.

How does Lymo choose what cars are displayed in my option list?

Lymo matches you with the best cars close to you, the ones matching your request (including any options you may have chosen).

What happens when I choose "Cheapest" and "Fastest" tabs?

We list the best cars matching your request by price (Cheapest). If you select Fastest, we will list them according to their time to your pick-up location.

How do I make sure I get a driver with a good rating?

Lymo is a platform that allows you to choose your driver based on rating. Lymo lets you decide which car you want and gives you complete information including the driver's rating (represented by the star on your options screen). Driver's maximum rate is 5 and the rate is calculated as the average of the rates he receives from his clients.

Why do I have to choose from all these cars?

Because you have your own needs and preferences, you know what car will make you happy. Therefore, we show you all your options (price, speed, car make, model and year, driver rating) and you can choose from them. Select the car you wish to order to request the ride.

How do I cancel a ride?

You can cancel your ride at any time. Please note that depending on the situation, cancellation fees may apply and your app will inform you about them. Once the car is confirmed you can cancel your order before the start of the ride by clicking on the "Cancel Ride" button at the bottom of your screen. If you cancel your ride more than 1 minute after it has been accepted by your driver, a cancellation fee applies. However, if your driver is more than 5 minutes late at your pick-up location compared to the time initially estimated by Lymo, no cancellation fees are charged. A cancellation of an order can also happen if you are not at the pick up location within 10 minutes after your driver has arrived. After this time, your driver may cancel the ride and collect a cancellation fee.

What if I ordered a car by mistake?

Don't worry. If your car is still "in request", you can cancel it by clicking on the cross in the top right corner of the box without any cancellation fees. If the driver is already on the way to you, cancellation fees may apply depending on the situation, and your app will inform you about them: Once the car is confirmed you can cancel your order before the start of the ride by clicking on the "Cancel Ride" button at the bottom of your screen. If you cancel your ride more than 1 minute after it has been accepted by your driver, a cancellation fee applies. However, if your driver is more than 5 minutes late at your pick-up location compared to the time initially estimated by Lymo, no cancellation fees are charged. A cancellation of an order can also happen if you are not at the pick up location within 10 minutes after your driver has arrived. After this time, your driver may cancel the ride and collect a cancellation fee.

What happens if I cancel my ride?

You can cancel your ride at any time. Please note that depending on the situation, cancellation fees may apply and your app will inform you about them. Once the car is confirmed you can cancel your order before the start of the ride by clicking on the "Cancel Ride" button at the bottom of your screen. If you cancel your ride more than 1 minute after it has been accepted by your driver, a cancellation fee applies. However, if your driver is more than 5 minutes late at your pick-up location compared to the time initially estimated by Lymo, no cancellation fees are charged. A cancellation of an order can also happen if you are not at the pick up location within 10 minutes after your driver has arrived. After this time, your driver may cancel the ride and collect a cancellation fee.

Why are there 2 timings on my options?

Lymo gives you the information you wish. Either the time until the driver picks you up. Alternatively, you can select to see the estimated time to your destination. Some cars may take more time to pick you up because they're further away from you. However they might be the fastest to your destination if they have access to faster lanes (such as taxis).

How do I contact the driver?

Once your driver has accepted your ride, the app enables you to connect with the driver in multiple ways. You have the possibility to call him (option at your costs). Alternatively you can use our integrated chat that is free of charge for you and that will allow you to send him text or pictures to add any relevant information to your pick up.

How can I request for more than 1 vehicle?

For the moment Lymo allows you to book one car at a time. This may change in the future, we'll keep you posted!

Can I schedule a ride for a later time?

For the moment Lymo only offers rides that you order instantaneously. We'll keep you posted if we offer new possibilities in the future!

How do I identify my Lymo driver?

Once your driver has accepted your ride, the app notifies you that your driver is on his way. On your screen, you see his first name, his picture as well as his car details. Additionally, you can track his position on the map. That way, we make sure that you have multiple ways to identify him when he comes to pick you up.

How long do I have to wait for my driver to arrive?

In the option list, we show you by default the time the drivers will take to your pick-up location. Once your driver is on its way to you, you can track his position live and follow when he will be with you.

How do I request a receipt?

Lymo automatically sends you a receipt by email at the end of the ride on which you can find all your ride details. You can access the Trip details at any time under Trips in your side Menu. If you need another receipt, go to Trips, select your ride and scroll down to select "Need a receipt" underneath the Trip details.

Where do I meet the driver at the airport?

For some special locations with multiple pick up points, Lymo will inform you how to reach your driver. Alternatively, your driver will get in touch with you through the messaging service of the app or by call and will guide you to him.

Can I change my destination in a ride?

Lymo offers you the flexibility to change your destination even if your ride has started. You can change it by pressing "Change Destination" on your screen. Once you have entered the new destination, you'll be notified by the app about the new fare estimate that you'll have to accept in order to proceed with the change.

I lost an item while on a ride. What do I do?

If you lost an item on your ride, don't worry! Go the Lymo Info & Help Menu and select "Lost an item" and indicate the concerned ride. You'll be asked to enter a phone number on which the driver can contact you to organise the delivery of the lost item. Your driver will organise the delivery directly with you. There will be a 17CHF charge to be paid in cash to the driver when he brings the item back to you. This only applies to rides within Canton Geneva.

How do I rate my driver?

Lymo asks you to rate your driver at the end of each ride. Alternatively, you can rate your driver later (within 48 hours) by going to Trips and by selecting the trip you wish to rate your driver for. You can then rate your driver at the top of the Trip Details screen.

What happens when I give my driver a low rating?

Lymo drivers take your ratings and comments seriously. If a driver receives a low or high rating, this influences their average rating, which every rider can see before ordering. In case of an issue, we encourage you to file your complaints within the Trips menu of your app.

How do I update my details?

You can easily update and manage all your credit cards in "My payment methods" menu. You can amend, delete or add cards to your account.

Why was my payment declined?

Once a driver has accepted your ride we proceed with a pre-authorisation of the maximum estimated fare amount on your credit card. The effective ride price is only effectively charged to your card once the ride is terminated. In case the pre-authorisation fails, you are notified and your ride is automatically cancelled. Once you have updated your credit card details, you'll be able to book a new ride. For privacy reasons, Lymo is only notified about the failure but doesn't have access to more information from your credit card provider.

When does the payment happen?

When you book a ride through Lymo, we proceed with a pre-authorisation of the maximum estimated fare amount on your credit card. However, this amount will only be effectively charged to your card once the ride is terminated.

Can I pay with cash?

When you book a ride through the Lymo platform you have previously selected which Payment Method you wish to use. You can set it up in the section "My payment methods" in your side menu. If you wish to pay cash, you have to edit your payment method to cash. The chosen payment method appears at the bottom of the main booking screen and will be applicable to the rides you book.

What if I have no change with Cash payments?

Drivers using Lymo do their best to make sure they have the right change. However, as in any shop where you pay cash, the amount of change they have may depend on the rides they had just before you. In that case the driver will manage the situation directly with you.

What payment methods are available?

For the moment, you can pay for your rides by credit card through the app or by cash directly to the driver. Google Pay or Apple Pay may be integrated on the platform in the future. We'll keep you posted!