Rhino Help Center

A cancellation fee covers the chauffeur's time once they are already on their way to you. The amount, and the window it applies in, are shown in the app before you confirm a cancellation.

Your chauffeur waits for a set period at no charge after arriving. Beyond that, waiting is billed by the minute, and the app shows it as it runs.

Yes. Rhino places a pre-authorisation on the card when a ride is confirmed. It is a hold rather than a charge, and it is released once the final fare is settled.

A scheduled fare is fixed when you book. An on-demand fare can change if the route, the stops or the waiting time change during the trip.

Codes are usually tied to a date range, a service or a first ride. Check that it has not expired and that it covers the ride you are booking; support can look the code up for you.

Every completed ride keeps its receipt in the app, under your ride history, and it is also sent to the address on your account.

It does. The fare, waiting and cancellation fees, tolls and tips are each listed separately.

Both. Rhino takes on-demand rides and rides booked in advance.

Yes. Add the passenger’s name and number when you book and the ride updates go to them.

Concierge gives you one point of contact who plans and books your rides for you, from a single trip to a whole itinerary.

Where Rhino runs is shown in the app as soon as you set a pickup point. If a city is not there yet, support can tell you what is planned.

Yes, up to the free-cancellation window shown on the booking. After that a fee applies, because the chauffeur is already committed to the trip.

A ride can only be changed from the account that booked it. That is what stops anyone else cancelling or redirecting your trip.

That is almost always a lost signal — a tunnel or an underground garage. The chauffeur is still on the way, and the map catches up as soon as the signal returns.

The ride screen carries a call and a message button. Numbers stay masked on both sides.

Edit the destination on the ride screen. The chauffeur is notified straight away and the fare is recalculated.

Yes. Add it on the ride screen and the fare updates to include it.

Rarely, and only for a reason such as safety or a problem with the vehicle. You are not charged, and the app looks for another chauffeur.

Give us the flight number when you book. Rhino follows the flight and moves the pickup with it, so a delay does not cost you the ride.

Yes. Ask for a meet-and-greet when you book, and your chauffeur waits in the arrivals hall with a name sign.

Armoured vehicles are a category of their own rather than the whole fleet. Choose it at booking when you need one.

You pick the category when you book, and each one states how many passengers and how much luggage it takes before you confirm.

You choose a vehicle category when you book rather than a specific model. The app shows the car assigned to your ride as soon as a chauffeur accepts it.

Yes. Larger categories carry groups and extra luggage, and they appear at booking wherever they are available for your route.

Yes. Your chauffeur handles the luggage at both ends of the trip.

A bilingual chauffeur can be requested when you book, subject to availability.

Report it from the ride in the app as soon as you notice. Support reaches the chauffeur and arranges the return.

Support identifies the vehicle from your ride, contacts the chauffeur, and agrees either a drop-off or a collection point with you.

Support is reachable from the app at any hour and every ride is insured. Tell us you are safe first; the vehicle and the paperwork are ours to handle.