{"id":"lyft","page":"https://escalate.alexgaoth.com/#/c/lyft","html":"https://escalate.alexgaoth.com/c/lyft/","generated":"2026-10-15","company":{"id":"lyft","name":"Lyft","aliases":["lyft","lyft pink","lyft inc"],"sector":"gig_delivery","website":"https://www.lyft.com","account_url":"https://account.lyft.com/","official_domains":["lyft.com","lyftmail.com","lyft-new.zendesk.com"],"security":{"never_asks":[{"kind":"policy","claim":"Lyft says no Lyft employee will contact you by phone, text or email asking for personal information (such as your phone verification code, driver's license, credit card number or bank information) unless you reached out first.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lyft says its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com, and that a website must use https and include .lyft.com before you log in.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"U.S. rideshare. Support is through the Lyft app and the Help Center (help.lyft.com); no rider phone line was found. The Lyft Terms of Service were last updated February 9, 2026. Legal notices go by certified mail.","channels":[{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"},{"id":"lost-and-found","type":"web_form","label":"Lost & found for riders (report an item, contact the driver)","value":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","purposes":["poor_service"],"notes":"Start from the Lyft app or the link in the emailed ride receipt. If you lost your phone or cannot reach the driver, use the form linked on this page.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"id":"safety-report-form","type":"web_form","label":"Report a safety concern (Safety Team, 24/7)","value":"https://help.lyft.com/hc/en-us/all/requests/new?ticket_form_id=724707&selectedOptions=%5B0%2C1%5D&isSubmittingTicket=false","hours":"24/7","purposes":["poor_service"],"notes":"In an emergency, call 911 first.","source":"https://help.lyft.com/hc/en-us/articles/115013077888-Report-a-safety-incident-or-citation","last_verified":"2026-10-12"},{"id":"lyft-pink-manage","type":"app","label":"Cancel Lyft Pink (Menu > Lyft Pink > Manage Plan)","value":"Lyft app > Menu > Lyft Pink > Manage Plan > cancel","purposes":["cancel_service"],"access":"login","source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Written notice of the dispute, then 60 days to negotiate before arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Check the ride receipt, then contact Lyft through the Help Center. Damage fees come with photos and can be answered by replying to the follow-up email.","evidence":["ride receipt","the charge on your statement","Lyft's damage fee email with photos if any"],"steps":[{"do":"Check your ride receipts and payment history to match the charge to a ride."},{"do":"Contact Lyft through the Help Center about the wrong charge.","channel":"help-contact-form"},{"do":"For a damage fee you dispute, reply directly to Lyft's follow-up email with the information Lyft missed."},{"do":"If Lyft does not fix it, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"Lyft damage fees are $25 for minor damage (small spills, dirt, pet hair), $75 for moderate damage, and $150 for significant damage needing specialized cleaning or repairs.","issues":["billing_error"],"source":"https://help.lyft.com/hc/en-us/articles/115012927367-I-was-charged-a-damage-fee","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Lyft Pink in the app under Lyft Pink > Manage Plan.","evidence":["screenshot of the cancellation confirmation","date of cancellation","any later charge"],"steps":[{"do":"Open the app menu, tap Lyft Pink, tap Manage Plan, and choose cancel.","channel":"lyft-pink-manage"},{"do":"If you are charged after cancelling, contact Lyft through the Help Center.","channel":"help-contact-form"},{"do":"If Lyft does not refund a charge made after cancellation, dispute it with your card issuer."}],"facts":[{"kind":"fee","claim":"Lyft Pink is $9.99/month or $99/year; Lyft Pink All Access is $199/year.","issues":["cancel_service"],"source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To get a lost item back, riders can call or message the driver for 24 hours after the ride ends, through masked phone numbers in the app.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"kind":"fee","claim":"Lyft charges a $20 return fee in the app once the driver says the item was returned. If a driver asks for cash for the return, contact Lyft support.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"}],"known_blockers":["The Help Center contact form and fare disputes need the rider to sign in to the Lyft account."]},"playbooks":{"billing_error":{"company":{"id":"lyft","name":"Lyft","sector":"gig_delivery","website":"https://www.lyft.com","account_url":"https://account.lyft.com/"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Check the ride receipt, then contact Lyft through the Help Center. Damage fees come with photos and can be answered by replying to the follow-up email.","evidence":["ride receipt","the charge on your statement","Lyft's damage fee email with photos if any"],"steps":[{"do":"Check your ride receipts and payment history to match the charge to a ride."},{"do":"Contact Lyft through the Help Center about the wrong charge.","channel":{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"}},{"do":"For a damage fee you dispute, reply directly to Lyft's follow-up email with the information Lyft missed."},{"do":"If Lyft does not fix it, dispute the charge with your card issuer."}],"channels":[{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Lyft damage fees are $25 for minor damage (small spills, dirt, pet hair), $75 for moderate damage, and $150 for significant damage needing specialized cleaning or repairs.","issues":["billing_error"],"source":"https://help.lyft.com/hc/en-us/articles/115012927367-I-was-charged-a-damage-fee","last_verified":"2026-10-12"},{"kind":"process","claim":"To get a lost item back, riders can call or message the driver for 24 hours after the ride ends, through masked phone numbers in the app.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"kind":"fee","claim":"Lyft charges a $20 return fee in the app once the driver says the item was returned. If a driver asks for cash for the return, contact Lyft support.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"}},{"index":1,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":3,"rung":"arbitration","note":"Written notice of the dispute, then 60 days to negotiate before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}}],"known_blockers":["The Help Center contact form and fare disputes need the rider to sign in to the Lyft account."],"security":{"official_domains":["lyft.com","lyftmail.com","lyft-new.zendesk.com"],"never_asks":[{"kind":"policy","claim":"Lyft says no Lyft employee will contact you by phone, text or email asking for personal information (such as your phone verification code, driver's license, credit card number or bank information) unless you reached out first.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lyft says its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com, and that a website must use https and include .lyft.com before you log in.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"}],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"U.S. rideshare. Support is through the Lyft app and the Help Center (help.lyft.com); no rider phone line was found. The Lyft Terms of Service were last updated February 9, 2026. Legal notices go by certified mail.","warnings":[]},"cancel_service":{"company":{"id":"lyft","name":"Lyft","sector":"gig_delivery","website":"https://www.lyft.com","account_url":"https://account.lyft.com/"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel Lyft Pink in the app under Lyft Pink > Manage Plan.","evidence":["screenshot of the cancellation confirmation","date of cancellation","any later charge"],"steps":[{"do":"Open the app menu, tap Lyft Pink, tap Manage Plan, and choose cancel.","channel":{"id":"lyft-pink-manage","type":"app","label":"Cancel Lyft Pink (Menu > Lyft Pink > Manage Plan)","value":"Lyft app > Menu > Lyft Pink > Manage Plan > cancel","purposes":["cancel_service"],"access":"login","source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"}},{"do":"If you are charged after cancelling, contact Lyft through the Help Center.","channel":{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"}},{"do":"If Lyft does not refund a charge made after cancellation, dispute it with your card issuer."}],"channels":[{"id":"lyft-pink-manage","type":"app","label":"Cancel Lyft Pink (Menu > Lyft Pink > Manage Plan)","value":"Lyft app > Menu > Lyft Pink > Manage Plan > cancel","purposes":["cancel_service"],"access":"login","source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Lyft Pink is $9.99/month or $99/year; Lyft Pink All Access is $199/year.","issues":["cancel_service"],"source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"},{"kind":"process","claim":"To get a lost item back, riders can call or message the driver for 24 hours after the ride ends, through masked phone numbers in the app.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"kind":"fee","claim":"Lyft charges a $20 return fee in the app once the driver says the item was returned. If a driver asks for cash for the return, contact Lyft support.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"}},{"index":1,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":3,"rung":"arbitration","note":"Written notice of the dispute, then 60 days to negotiate before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}}],"known_blockers":["The Help Center contact form and fare disputes need the rider to sign in to the Lyft account."],"security":{"official_domains":["lyft.com","lyftmail.com","lyft-new.zendesk.com"],"never_asks":[{"kind":"policy","claim":"Lyft says no Lyft employee will contact you by phone, text or email asking for personal information (such as your phone verification code, driver's license, credit card number or bank information) unless you reached out first.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lyft says its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com, and that a website must use https and include .lyft.com before you log in.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"}],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"U.S. rideshare. Support is through the Lyft app and the Help Center (help.lyft.com); no rider phone line was found. The Lyft Terms of Service were last updated February 9, 2026. Legal notices go by certified mail.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"}},{"index":1,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":2,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":3,"rung":"arbitration","note":"Written notice of the dispute, then 60 days to negotiate before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}}],"security":{"official_domains":["lyft.com","lyftmail.com","lyft-new.zendesk.com"],"never_asks":[{"kind":"policy","claim":"Lyft says no Lyft employee will contact you by phone, text or email asking for personal information (such as your phone verification code, driver's license, credit card number or bank information) unless you reached out first.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lyft says its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com, and that a website must use https and include .lyft.com before you log in.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"}],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"gig_delivery","title":"Rideshare and delivery apps — how complaints work","last_verified":"2026-10-12","file":"guides/gig_delivery.md","page":"https://escalate.alexgaoth.com/#/guides/gig_delivery"}}