Outstanding Balance

Outstanding Balance?

If you’re a frequent user of Hala and Careem, you might be aware of outstanding balances (negative balance) from past rides. Here’s everything you need to know about how outstanding balances work and the recent changes to our policy.

 

What is an outstanding balance?

An outstanding balance, also referred to as a negative balance or an outstanding payment, is from your past taxi rides that haven’t been settled yet. This could be due to various reasons:

  • You gave your Captain cash which is less than the trip fare
  • There was insufficient funds in your account
  • A technical issue caused a transaction to fail
  • A cancellation fee was charged

To find out more on how our trip fares are calculated and cancellation charges are applied, check here. Or, you can follow the below steps to check on the app:

  1. Select ‘Hala Taxi’ on the app
  2. Go to Menu and select ‘Help’
  3. Scroll to the FAQs and select ‘Careem’s rates’
  4. You can find the pricing and cancellation fee here for all Hala Taxi and other car types for NOW and LATER rides

 

Can I still book a Hala ride with an outstanding balance?

Previously, you were able to continue booking rides even with an outstanding balance. However, we have updated our policy to ensure a smoother and more efficient payment process. If you have an outstanding balance of less than AED 15, you can still book a Hala. If you have an outstanding balance of over AED 15, then you will not be able to book a ride and will have to settle the payment in full before booking your ride. This will give you and your Captains ease of mind that you’re paying for the right fare every time.

 

Why has this policy changed?

The change aims to improve the overall experience for our users and Captains by ensuring that all payments are settled smoothly. This helps us maintain a reliable and seamless service for everyone, making each journey hassle-free.

 

What happens if I have an outstanding balance now?

If you currently have an outstanding balance, not to worry, here’s what you need to do:

  1. Open the Careem app and navigate to your account
  2. Click on Pay in the top left corner
  3. Add funds to your Careem Pay wallet by using a card or or bank transfer

 

How can I pay for my next ride?

You have several payment options to pay for your Hala taxi ride:

  1. Credit Card: Link your credit or debit card to the Careem app for quick and convenient payments. Or, you can tap the card machine at the end of your ride.
  2. Careem Pay wallet: Use your Careem Pay wallet to top up for your rides. Make sure that you have a sufficient balance before booking.
  3. Cash: You can also pay in cash at the end of your ride. Please have the exact fare ready to facilitate a smooth transaction.

Please note that if you have more than the fare amount, Hala Captains will not be able to add this as credit in your Careem Pay wallet.

Before you book a ride, you will always see your estimated fare in the Careem App, giving you a clear idea of how much your trip will cost and allowing you to choose the payment method that best suits your needs.