When does men can ride use ILCA?
No, men will not be accepted in any situation on ILCA cars. Only children of passengers under 16 years of age will be welcome, provided they are properly accompanied by a female user registered in the App.
How is calculated the price of a trip?
It's necessary to be aware that the value is an estimate, not the end price. There are three variables that influences the estimated value of the ride, added to a base rate of the ILCA:
Note that the estimated value is given by the route suggested by the apps GPS (Google Maps) at the time of requesting an ILCA. If the route changes, the value can also be adjusted to this change.
- Travel duration:
Changes in traffic may result in a longer route and end up interfering with the final value. The estimate value gives aproximante price for those who need to use the service, but if by any chance the final value is very different than expected, do not worry and contact ILCA, accessing "Help" in the App, for an analysis of your ride and any eventual faults will be corrected. Our users will always be heard and each case properly analyzed for your total satisfaction.
- Hour of the day:
Rides performed (we take into account the time of the end of the ride), from 06:00 to 20:00 are charged by the day rate, table A. Rides finished between 20:00 and 06:00 has an additional night and are charged by table B with addition.
How do I pay for the ride?
For our drivers safety, cash payment is strictly prohibited. The only way to pay for your ride is through a credit card registered in your account in the App.
Why the price may vary in a few moments??
When demand is high, but there are few cars in a region, the variable price is activated by multiplying the cost of the ride. The reason is to bring more drivers to to the region to meet the Service Quality expectation, and there are no cars missing for anyone. Thus ILCA will always be efficient :)
Do not worry, because before requesting the ride you will see in the screen what is the price charged at the moment. Remember that the cost varies depending on the region and the demand, so if at any given time the rate is higher than you intended to pay, you can wait a few minutes to see if the rate will return to its original price. We value a fair fee, for an excellent service, and we'll not allow it to be abusive.
Who pays for tolls on the way?!
Tolls are always paid by the ILCA driver, since the toll value has been included in the calculation of the final value of his ride.
Am I gonna be charged if I cancel a trip before boarding?
We do not charge a cancellation fee, but do it with caution, only if it's your last resource, since unjustified repeated cancellations can lead us to block your account to keep the Service in order.
How do I use an discount coupon??
To insert a discount coupon please follow the steps below: In the App, on the home screen, click the menu icon in the upper left corner; Go to Discount Coupon; Enter the discount code correctly and confirm; Remembering that to use a coupon it is necessary to have your credit card registered in the application
How can I dispute the value of a ride?
We know how important it is to understand what influences the price we pay for rides, so the estimated cost is always shown beforehand. It is important to remember that estimated prices are not end prices, and are calculated based on the moment of requesting an ILCA. Variations of path, travel duration and hour of the day may end up generating changes in the end price.
If by any chance you think that the amount you pay is very different from what was shown at the outset, you should contact us. If the ride was started without you being on board, or if you received a charge for a ride you haven't done, we feel very sorry for this situation. In order to resolve it quickly, the amount paid can be settled with back to you, so please contact our team with the details of this charge. We'll help you and your money will be returned. To do this, go to "Help" in the App.
The initial route was not followed and you ended up paying a higher price than the initial estimate: we know that when we request for a car to get around the city, we are looking for agility in transportation. That's why our app is connected to navigation systems that seek to shorten the paths. If by chance the driver missed the way of your ride, thus generating some inconvenience for you, the ILCA team is sorry. Access "Help" on the App, inform the ride and indicate the correct starting and ending directions for your ride, please. We will solve it in the best way so that you do not get harmed.
If a discount coupon was not applied to the value of a ride, do not worry, we'll check if all the necessary checkpoints have been met: If you have a credit card registered in the app, for an example. Did you take a look at the promotion rules? Because there are coupons that are targeted exclusively to new users; Have you checked the date, time, and expiration date of the promotion? Did you enter your coupon correctly? Let's remember the step-by-step for correct coupon registration: On the home screen click on the icon in the upper left corner; Let's go on Discount Coupon; We enter the discount code and confirm. If your coupon was already registered in the App, but not applied to the ride, the price of your ride probably did not justify the use of a larger coupon. ILCA app has a smart way to automatically select a coupon. Take a look if your coupon is still valid. If you have not received your discount, even though you have checked and followed all these steps, do not worry, just contact ILCA. Access "Help" in the App. And your case will be analyzed and all necessary treatment analysis will be done. Your satisfaction is priority for us.
If you were charged for a finished ride after your car disembarkation and noticed that the receipt shows a different final address from the one in which you got out of the car, the ILCA team feels very sorry. But if in fact the driver for some reason ended his ride in the wrong way, do not worry, because ILCA will fix any wrong values with you. You will just need to inform the ride and indicate the correct start and end adresses of your ride. Go to "Help" on the App, so ILCA can help you.
If you have been charged twice for the same ride: If there is duplicity in your card's invoice, the chargeback should occur automatically. But if that does not happen, please contact us by providing the ride details, so ILCA can refund you, okay? To contact us go to "Help" in the App.
How do I change my phone number or e-mail address??
Follow these steps: Access the Menu (icon in the upper left corner of the app home screen); Click Settings; Select My Profile; Change your phone and/or email information and click Save. Done, your information has been updated on your profile!
How do I change a credit card registered in the app??
Follow these steps: Open your App and click on the menu icon located in the upper left corner of the home screen; Click on My Account; Click on Payments and then on Credit Card; Choose the card you want to change and click Edit, at the bottom of the screen. Just below the credit card information is a small blue button is selected. When you click to deactivate it, a screen will appear to confirm the removal of the registered card. Just confirm and perform the process of registering a new credit card normally. If you still have questions about this issue, go to the "Help Center" on the App for ILCA to help you.
How do I register and be a driver??
Go to www.ilca.com.br, Fill in the registration "Be a ILCA Driver". Send a profile photo, upload a clear picture of the vehicle's registration document (CRLV) and send usa a clear photo of your drivers licence (CNH) with the observation EAR (Exerce remunerated activity).
How long does it take for my registration to br approved as an ILCA driver?
The registration analysis takes place within 7 working days after completing your registration, but be calm, often is done way before that. The answer to your application will be sent by e-mail. If you still have questions please visit "Help" on the App.
When can I start transporting passengers with ILCA?
Once your registration is approved.
What is the fee charged for ILCA drivers?
The fee is 15%.
When do I receive the money of the rides?
Weekly, automatically, every Thursday. In the case of a holiday on Thursday, the transfer will be brought forward to Wednesday. In the future we will provide transfers whitin 24 hours of the ride, and also offer real-time withdrawals for our drivers.
I did not receive the transfer, what do I do?
Make sure the bank account you've registered on the App is correct. If it's ok contact us via "Help" and we'll work it out for you as soon as possible.
How the ride value is calculated?
When the passenger requests an ILCA, a "cost estimatation" is generated and takes into account a base rate + distance + estimated time. Remembering that this may vary according to traffic and changes in the route.
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