Frequently Asked Questions

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Why is Lymo better?

Lymo is a unique ride-hailing marketplace and matchmaker that gives you full power of choice. We show you all the ride options matching your preferences (cheapest / fastest) and you choose. You are then put into direct contact with your independent driver. As drivers set their own rate knowing that Lymo takes no commission, you can find on Lymo excellent value for money at any moment of the day for your ride. Drivers are 100% independent and Lymo does not intervene in your ride with them. RIDE HAPPY 100% Swiss, legal and ethical. Our values -Integrity, Transparency, Kindness, Courage and Humility – empower us to act in the interest of drivers, riders, cities and laws. BEST VALUE FOR MONEY Each independent driver decides his own rate depending on supply and demand and doesn’t pay a commission. THE CHOICE IS YOURS Indicate your preference (cheapest / fastest), compare and choose your ride. ALSO TAXIS! Both independent Taxi (in yellow) and private-hire-vehicles (in blue) offer rides on Lymo. Taxis can use faster lanes. GUARANTEED PRICES Your driver will not charge you more than the maximal estimation or more than what the Taximeter shows.

How are you different from other ride-hailing platforms?

Lymo is a unique ride-hailing marketplace and matchmaker that gives you full power of choice. We show you all the ride options matching your preferences (cheapest / fastest) and you choose. You are then put into direct contact with your independent driver. As drivers set their own rate knowing that Lymo takes no commission, you can find on Lymo excellent value for money at any moment of the day for your ride. Drivers are 100% independent and Lymo does not intervene in your ride with them. RIDE HAPPY 100% Swiss, legal and ethical. Our values -Integrity, Transparency, Kindness, Courage and Humility – empower us to act in the interest of drivers, riders, cities and laws. BEST VALUE FOR MONEY Each independent driver decides his own rate depending on supply and demand and doesn’t pay a commission. THE CHOICE IS YOURS Indicate your preference (cheapest / fastest), compare and choose your ride. ALSO TAXIS! Both independent Taxi (in yellow) and private-hire-vehicles (in blue) offer rides on Lymo. Taxis can use faster lanes. GUARANTEED PRICES Your driver will not charge you more than the maximal estimation or more than what the Taximeter shows.

You claim rides on Lymo have interesting prices. How come?

Lymo is a marketplace where each independent driver chooses his own rate and offers a ride price to his client. As Lymo takes no commission and as 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 to the drivers.

How does Lymo give me the choice?

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’s rating, driver’s percentage of perfect rides. You choose the ride that suits you best. The percentage of perfect rides is the reliability rate of the driver. It's calculated by dividing the number of ride with a rate of 4 or 5 divided by the total number of ride requests he receives. The percentage of perfect rides shows you how much the driver is responding and completing great rides. The percentage is displayed in green if it is above the average percentage of the other drivers or in white if it is below.

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

Lymo is a ride-hailing marketplace and a matchmaker and doesn’t provide rides. Each independent driver offers his rides via the platform. Drivers at Lymo get 100% of their revenues and pay Lymo a maximum usage fee of 15 CHF 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?

100% Swiss, legal and ethical. Our values -Integrity, Transparency, Kindness, Courage and Humility – empower us to act in the interest of drivers, riders, 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 & to follow us on social media!

Why do I ride happy with Lymo?

By offering a platform where independent drivers can offer their rides to competitive prices and by allowing them to maximise their revenues, we believe that Lymo creates a win-win ethical and 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 is professionally registered?

When a driver signs up on Lymo, we systematically carry out a check of his professional taxi or VTC card and of his car’s circulation permit in order to ensure that he has all necessary official permits to practice his professional activity in the Canton of Geneva.

What is the difference between Taxis and other cars?

Lymo welcomes all professional independent drivers (both taxis and other professional drivers – VTC) to register on the platform. On the option lists presented to the riders, 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. To be in line with the law, taxis have to have their taximeter on during each ride. The taximeter shows to the client the maximum ride price that a taxi driver can charge. Lymo asks the taxi driver to enter the taximeter price at the end of each ride. The final ride price cannot exceed the price shown by the taximeter.

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.

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 find my rider rating?

After each ride, the driver ask you to rate your driver. In order to ensure a maximal transparency on the platform, drivers can also 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. A driver can choose a minimum rating of clients to which he chooses to show his ride offers.

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

As Lymo is a marketplace where the riders can choose between rides offered by different independent drivers, the average rating given to a driver by all his riders gives to each new rider that needs to make a ride choice an idea of the level of service of this driver. In that way you contribute to the transparency and the efficiency of the Lymo marketplace.

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 "Report a technical issue" 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?

On the Lymo platform, each independent driver decides the price he wants to offer you knowing he won't pay any commission. He decides at any time his base fare, price per kilometer, price per minute and minimum faire and Lymo shows you the fare estimate for your given itinerary. 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). Extra waiting time may apply on top of your fare and on top of the maximum fare estimate. The minimum fare you will pay is defined 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. If toll charges apply, they will be added to your fare but this total will not exceed the maximum fare estimate nor the price shown by the taximeter.

Why is the total fare more than the estimated range?

You driver will not charge you more than the maximum price estimate shown to you. However, extra waiting time charges may be applied on top of your ride. If your driver waits more than 3 minutes at pick-up, he will charge you 1 CHF per minute.

Will I pay more than the fare estimation?

The driver will not charge you more than the guaranteed maximum estimate for your ride. However, extra waiting time charges may be applied on top of your ride. If your driver waits more than 3 minutes at pick-up, he will charge you 1 CHF per additional minute. In case of a commonly agreed destination change during your ride, your final fare may differ from the initial estimate.

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 ride booked with an independent driver via the Lymo platform, the maximum fare will be the maximum estimated fare. The driver 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 decided by each independent driver at the time you request a car. The price set by each driver varies 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 price per kilometer, a price per minute and a minimum ride price. These prices vary from one driver to another depending on the price level each driver has chosen at the specific time of your ride. Please note that additional waiting time can be applied by your driver on top of your ride.

Do I pay more during peak hours?

It may be that you pay more for a ride during peak hours, but the prices will always be the ones chosen by each driver and are the consequence of a fair market dynamic. Lymo as a marketplace and matchmaker does not intervene in the pricing set by each driver in any kind of way.

What are the waiting time charges?

When you book a ride via Lymo, the drivers consider certain waiting times as included. Extra wait time charges may apply in specific cases about which your driver will inform you via the application. Once your driver has arrived at your pick up location, a waiting time of 3 minutes is included. For each additional minute, your driver will charge you 1 CHF per minute. Any extra waiting time will come on top of your fare.

Why do I have to pay cancellation charges?

You can cancel your ride at any time. Please note that depending on the situation, your driver may charge you cancellation fees ; he will inform you thereof via the application. Once the driver has confirmed your ride, 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 confirmed by your driver, he will charge you a cancellation fee of 1 CHF per minute starting from the confirmation. However, if your driver is more than 5 minutes late at your pick-up location compared to the time initially estimated, he will not charge you any cancellation fee. Cancellation fees may apply if you cancel your ride while the driver is already waiting for you at pick up location. He will then charge you a compensation for his ride to come and pick you up of the minimum ride prices that he has decided when he made you the price offer. Note that if you aren't at the pick up location within 8 minutes after the driver has arrived, the driver has the right to cancel your order for a cancellation fee of the minimum fare for this ride. Your driver remains at your disposal for more details if you have any questions. You can contact him via email by replying to the email he sent you with the ride receipt or by going onto the details of your ride that you can find in the “Trips” menu of your application.

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. Toll charges will be added to your fare but this total will not exceed the maximum fare estimate nor the price shown by the taximeter. You can consult the toll receipts in your app under Trips.

How do I tip my driver?

If you wish to tip to your independent driver, it will be happening outside the app, directly with him. However, we will integrate this function in the Lymo app soon!

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. Any rebate or promotion will be solely financed by Lymo and never by the independent drivers. 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. Lymo will match 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. 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 a ride?

Tell us where you'd like to go by entering your destination on the main screen of the app. Then choose whether you prefer to see the cheapest or the fastest car options. We then show you two cars: a premium and a standard car option. For each option, we show you the price, speed, car make, model and year, driver rating. Lymo also shows you the driver’s percentage of perfect rides. This percentage shows you the reliability of the driver. The percentage is displayed in green if it is above the average percentage of the other drivers or in white if it is below. Based in that information, you can choose from them. Select the car you wish to order to request the ride and Lymo puts you in direct relationship with the driver and does not intervene in the ride from there onwards. In case you have a special need (van, baby seat, disabled access,…), you can indicate by clicking on Options before selecting Cheapest or Fastest.

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

At Lymo the choice is yours and you choose a specific ride from a specific driver, not a ride type. Therefore the car you pick is also the car and driver that will pick you up. Please note that the car picture showing as your option 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 by entering your destination on the main screen of the app. Tell us if you have any special need, then choose whether you prefer to see the cheapest or the fastest car options. We then show you two cars: a premium and a standard car option. For each option, we show you the price, speed, car make, model and year, driver rating. Lymo also shows you the driver’s percentage of perfect rides. This percentage shows you the reliability of the driver. The percentage is displayed in green if it is above the average percentage of the other drivers or in white if it is below. Based in that information, you can choose from them. Select the car you wish to order to request the ride and Lymo puts you in direct relationship with the driver from there onwards. Taxis are shown in Yellow, other professional drivers in Blue.

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 select "Other choices" ?

We show you the list of other premium or standard options ranked by your preference (price or speed). You can then select the car option you prefer to request a ride.

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. Driver's maximum rate is 5 and the rate is calculated as the average of the rates he receives from his clients. Lymo also shows you the driver’s percentage of perfect rides. This percentage shows you the reliability of each driver. The percentage is displayed in green if it is above the average percentage of the other drivers or in white if it is below. If you wish to see more car options, you can select the button "Other choices" underneath each of the two options shown to you.

Why do I have to choose from the two options?

Lymo gives you the choice between a Premium and Standard car corresponding to your preference (Price or Speed). That way, you can choose which car will make you happy. If you wish to see even more options, select the button “Other options” underneath each car.

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. You will see the button appear when you expand the window showing you the details of your ride. If you cancel your ride more than 1 minute after it has been confirmed by your driver, a cancellation fee of 1 CHF per minute from confirmation 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 apply. Cancellation fees may apply if you cancel your ride while the driver is already waiting for you at pick up location. The fees will depend on how long the driver has been waiting for you and will range from the minimum fare applicable for your ride to this minimum fare + 5 CHF. Note that if you aren't at the pick up location within 8 minutes after the driver has arrived, the driver has the right to cancel your order for a cancellation fee of the minimum fare for this ride.

What if I ordered a car by mistake?

Don't worry. 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. You will see the button appear when you expand the window showing you the details of your ride. If you cancel your ride more than 1 minute after it has been confirmed by your driver, a cancellation fee of 1 CHF per minute from confirmation 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 apply. Cancellation fees may apply if you cancel your ride while the driver is already waiting for you at pick up location. The fees will depend on how long the driver has been waiting for you and will range from the minimum fare applicable for your ride to this minimum fare + 5 CHF. Note that if you aren't at the pick up location within 8 minutes after the driver has arrived, the driver has the right to cancel your order for a cancellation fee of the minimum fare for this ride.

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 8 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 for 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 my 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 or to text him (both options may lead to costs supported by you.

Can I request for more than 1 vehicle?

For the moment Lymo allows you to book one car at a time.

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 add multiple stops?

This option is not available as such for now. However, if you wish to make an intermediary stop that is not on the initial route of the ride, you can do so by changing the ride destination to the intermediary stop once your ride has started. You will receive a new price estimate that you will have to confirm. Once you have accepted it, your driver will see the update on his app and will have to accept it too. Once you have arrived at the intermediary stop, you can change again the destination to the final one. The new destination change will work as the previous one: you will be quoted a new price estimate that you will have to accept for it to be effective. Once the driver accepts this change, you can continue your ride until your final destination.

How do I identify my driver?

Once your driver has accepted your ride, the driver notifies you that he is on his way via the app. On your screen, you see his first name, his picture, his contact details 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?

You independent driver 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 of your app. If you need another receipt, go to Trips, select your ride and scroll down to select "Need a receipt" underneath the Trip details. Your driver will then send you automatically another receipt.

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 via call or sms 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. Once you have accepted it, your driver will in turn receive the change notification that he will also have to accept. Once he has accepted, your new destination will automatically be taken into account.

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

If you lost an item on your ride, don't worry! At any time after the ride you can get in touch with your driver. Go to the Trips menu in your app and select the ride in question. Underneath the ride details, select "Lost and Found". From there you can get in direct touch with your driver and organise directly with him for getting back your lost item.

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?

Drivers take your ratings seriously. If a driver receives a low or high rating, this influences their average rating, which every rider can see before ordering. The rating you give also has an influence on his percentage of perfect rides that is also visible to all clients.

How do I change my payment method ?

You can easily update and manage your payment method under "My payment methods" in your app menu. You can select you payment method, amend, delete or add credit cards to your account.

Why was my payment declined?

Once your 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 completed. In case the pre-authorisation fails, you are notified and your ride is automatically cancelled. Once you have updated your payment method or your credit card details, you'll be able to book a new ride. For privacy reasons, Lymo and your driver are only notified about the failure but don't have access to more information from your credit card provider.

When does the payment happen?

In case you choose credit card as a payment method, 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 completed. This payment is charged by Lymo on behalf of your driver and the payment will be transferred to him. In case you have chosen cash as a payment method, you will pay your driver directly at the end of the ride. Your app will indicate you the final ride amount due to your driver.

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?

Taxi & VTC drivers 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!