I was overcharged or don’t recognize a charge – Bird

We’re Sorry to Hear About Your Experience—Let’s Fix It!

We strive to provide a smooth experience, but we understand things don’t always go as planned. Let’s figure out what went wrong and make it right. Below are common issues you might encounter, along with steps to resolve them:

1. Unexpected Charge on Your Card, Bank, or PayPal Statement
Sometimes, charges on your statement can be confusing. Here’s a quick guide:

“BIRD TEMP HOLD”: This is a temporary hold we place on your payment method before your ride begins. The hold amount might be higher for Group Rides. If your ride costs less than the hold, we’ll refund the difference. If it costs more, we’ll adjust the charge accordingly. Refunds may take up to 14 days to process, depending on your bank. If you don’t see the refund after that period, please check with your bank first. Still need help? Submit a request/issue here, and we’ll assist you.

“BIRD PRELOAD”: This appears when you add funds to your Bird account. You should also have received a receipt via email. Your ride won’t end when your preloaded balance is used up; instead, we’ll charge your payment method for any extra costs, or trigger an auto-reload if you’ve enabled it. If you’d like a refund of your remaining balance, submit a request here, and we’ll handle it for you.

“BIRD RELOAD”: This charge shows up if you have auto-reload enabled and your Bird balance reaches zero. An email receipt should have been sent to you as well. You can disable auto-reload by going to Menu > Payments in the Bird app, although in some markets, it’s mandatory. If you need a refund of your balance, submit a request here, and we’ll take care of it.

2. Unable to End Your Ride and Overcharged
If you were unable to end your ride and were charged extra, it might be due to one of the following reasons:

a. You’re in a no parking zone (shown in grey on the map).
b. You’re not in a designated parking spot (marked with a “P” on the map).
c. There’s an issue with your internet connection.

In this case, please fill out our support form here, and we’ll investigate. If necessary, we’ll credit your account or issue a refund.

3. Charged for a Ride Covered by a Ride Pass or Bird+ Subscription
If you were charged for a ride that should have been covered by your Ride Pass or Bird+ subscription, we apologize. Please note that these subscriptions often have specific limits, such as:

- Maximum ride duration (e.g., 30 minutes per ride)
- Maximum number of rides within a certain period (e.g., 10 rides in 24 hours)
- Maximum minutes covered (e.g., 300 minutes total on one Ride Pass)
If you exceed these limits, the standard per-minute rate applies. You can view your specific limits in the Bird app under Menu > Ride Pass or Bird+. If you believe you were wrongly charged, contact us here, and we’ll look into it.

4. Surprised by the Cost of Your Ride?
The pricing for Bird rides includes an unlock fee plus a per-minute fee. This information is shown on the Payments screen in the side menu and is displayed to all users before their first ride and whenever pricing changes. A receipt with price details is emailed after every ride.

To save on your rides, consider purchasing a Ride Pass before starting. Ride Passes are available in most markets and can be accessed through the side menu in the Bird app.