--- sector: gig_delivery title: Rideshare and delivery apps — how complaints work last_verified: 2026-10-12 --- ## In short Ride and delivery problems are handled inside the app: open Help on the specific trip or order and report it quickly, because windows are short (Uber asks for charge disputes within 30 days, Instacart for problem reports within 3 days). Uber has no phone line for riders, so do not trust an Uber rider support number from a search result or a message; DoorDash does publish a 24/7 support number. If the app refuses a refund for an order or ride not delivered as agreed, dispute the charge with your card issuer within 60 days of the statement. No real app asks you for a password or a login code. ## How complaints work in this industry - Uber says it does not offer a customer service phone number for riders; support is in the app or on help.uber.com after sign-in. [Uber Help: riders](https://help.uber.com/riders) - DoorDash support is available 24/7 by in-app chat and by phone at 855-431-0459, and order self-help may offer a credit, refund or redelivery for missing or wrong items. [DoorDash consumer help center](https://help.doordash.com/consumers/s/?language=en_US), [DoorDash: missing or incorrect order](https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US) - Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders) and gives a refund or a credit up to what you paid for the item. [Instacart Help Center: missing or damaged items](https://www.instacart.com/help/section/3252458959/420247006) - Before arbitration, DoorDash and Uber both require a written notice and an informal dispute resolution conference within 60 days of the notice. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions®ion=US&locale=en-US), [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en) - The FTC, 21 states and DC are suing Uber over Uber One sign-ups, promised savings and a cancellation path of up to 23 screens and 32 actions; the case is pending. [FTC press release, December 15, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/12/ftc-states-file-amended-complaint-against-uber-deceptive-billing-cancellation-practices) ## Your leverage - Card dispute: a charge for something not delivered as agreed is a billing error under the Fair Credit Billing Act; your letter must reach the issuer within 60 days after the first bill with the error (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges) - Subscriptions such as Uber One, DashPass, Grubhub+ and Instacart+ sold online are covered by ROSCA's consent and "simple mechanisms" cancellation requirements (rule `rosca-negative-option`). [15 U.S.C. 8403](https://www.law.cornell.edu/uscode/text/15/8403) - Grubhub must be contacted about an unauthorized Grubhub+ charge within 60 days of the charge. [Grubhub+ terms](https://lp.grubhub.com/legal/plus/) - Uber automatically refunds an Uber One renewal if you cancel within 24 hours before the renewal day and the payment already processed. [Uber One terms](https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en) ## Traps - Uber's Terms say you waive the right to dispute a charge if you do not raise it in Help within 30 days, unless the app gives a different timeframe. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en) - The apps' terms call payments final: DoorDash and Grubhub grant refunds or credits at their discretion. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions®ion=US&locale=en-US), [Grubhub Terms of Use](https://www.grubhub.com/legal/terms-of-use) - Membership cutoffs: cancel DashPass and Grubhub+ at least 24 hours before the next payment, and Instacart+ charges may apply up to 6 hours before renewal. [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US), [Grubhub+ terms](https://lp.grubhub.com/legal/plus/), [Instacart+ membership help](https://www.instacart.com/help/section/107169420/423178048) - Fees for lost items and damage: Lyft charges a $20 return fee once the driver says an item was returned, and damage fees of $25, $75 or $150 depending on severity. [Lyft: lost and found](https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers), [Lyft: damage fees](https://help.lyft.com/hc/en-us/articles/115012927367-I-was-charged-a-damage-fee) ## Scams to watch for - Uber says its employees will never contact you by email or phone to request account information such as your password, and phishing messages link to a counterfeit login page; check for https://www.uber.com. [Uber: keeping your account safe](https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b) - Lyft says no employee will contact you asking for personal information, such as a phone verification code or card number, unless you reached out first, and its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com. [Lyft: protect your personal info](https://help.lyft.com/hc/en-us/all/articles/115012923107) - Fake "Support" calls that ask for a password or code: DoorDash tells Dashers no one from DoorDash will ever ask for their password or security code. [DoorDash: protect your account](https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information) - If a Lyft driver asks for cash to return a lost item, Lyft says to contact Lyft support instead; the return fee is charged in the app. [Lyft: lost and found](https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers)