FAQ
Tripool provides transport services from Point A- Point B. It specially designed for travel purposes, and allows passengers to have the best deal. Beats public transportation timing or even fares, and passengers will not need to worry about lugging heavy luggages around. A much flexible option as compared to public transportations due to the various restrictions. What types of services does tripool provide?
Tripool is a legal travel agency registered in Taiwan Member of Travel Quality Assurance Association.
tripool offers both private car services (Point-to-point and Hourly ride) and Carpool services. You can choose the service mode that best suits your needs. What's the difference between point-to-point, hourly ride, and carpool
Tripool provides full-day service, from 1 AM to 11:30 PM.
(1) Only takes advance booking at least one day before departure (2) Best deals for mid-long rides (3) Provides services for whole of Taiwan, even suburban places (4) Efficient booking system with strict boarding time and flexible cancellation services
Traditional carpooling platforms often require passengers to find their own carpool partners before creating a trip. With tripool's Carpool, our system intelligently pairs passengers traveling along similar routes and arranges them in the same vehicle. This means that even if you haven't found suitable carpool partners yourself, as long as your route matches, our system can still arrange a carpool service for you. You won't have to worry about finding carpool companions, while still enjoying a convenient and comfortable shared ride experience.
To keep the car clean, ensure driving safety, and maintain a good experience for the next passenger, please do not eat or drink in the car during the ride, including meals, snacks, soup, and all beverages. Water is allowed. If eating or drinking in the car causes odors, stains, or extra cleaning, the passenger must cover the related cleaning and restoration costs. The actual amount will be assessed by the driver on site, starting from NT$3000.
Service type
. One-way private car: We provide you with a one-time point-to-point pick-up and drop-off service. The vehicle is exclusive for the entire journey and will not be shared with other passengers. Special value-added services are available, such as safety seats, micro-moving, and pet-friendly cars. . Time charter: It is charged by the hour and provides you with more flexible car options. It is suitable for city sightseeing, visits to multiple locations or trips that require multiple stops. You can freely arrange your itinerary and use a dedicated vehicle for the entire journey. Special value-added services, such as safety, can be added. Seats, micro-moving, pet-friendly cars. Carpool: Share the vehicle and costs with other passengers. Our system intelligently matches riders with similar routes, offering more affordable prices. This option is ideal for those who are budget-conscious, enjoy meeting new people, or care about environmental sustainability.
. One-way private rides: Maximum 8 passengers per order. . Timed Charter: Maximum 8 passengers per order. . Carpool: Maximum 3 passengers per order. If the number of people exceeds the limit, it is recommended to reserve two cars separately. However, the journey time will depend on the current traffic conditions. For your safety, tripool cannot guarantee that all vehicles can arrive at the destination at the same time, and each vehicle may be driven by a different driver and the driving route may be slightly different.
Within your booked hours and mileage, you may freely adjust your itinerary—adding or removing stops will not affect the price. If you exceed the included hours or mileage, the following fees apply: Standard vehicles ・Extra time fee: NT$500 per additional 30 minutes. ・Extra distance fee: NT$150 per additional 10 km. ・Mountain surcharge: If your trip passes through mountain areas above 1,500 meters, an additional NT$500 applies, even if both the pickup and drop-off locations are outside mountain areas. Luxury vehicles ・Extra time fee: NT$800 per additional 30 minutes. ・Extra distance fee: NT$300 per additional 10 km. ・Mountain surcharge: If your trip passes through mountain areas above 1,500 meters, an additional NT$1000 applies, even if both the pickup and drop-off locations are outside mountain areas. The itinerary entered at booking is for reference only. If your trip is adjusted due to traffic or timing changes, the fees above will apply. Please pay the driver in TWD cash. If you are unsure whether these fees apply to your route, please contact customer support.
If you need multiple stops or pick-ups along the way, please choose the Point-to-point service; Carpool cannot accommodate intermediate stops or additional pick-up services. Reservation method: When ordering a one-way special car, you can follow the website prompts to add the stopovers you need in order, and you can stay up to 5 minutes at each stop.
Unfortunately, drivers for both Point-to-point and Carpool services will strictly adhere to their schedules and cannot adjust routes at the last minute. However, rest assured that we absolutely allow emergency bathroom breaks. If you need flexibility to adjust the route or make lengthy stops along the way, please choose the Hourly ride service.
No. Hourly Charter fares do not include attraction tickets, admission fees, or parking fees incurred during the trip. Please pay these fees on site on the day of the trip based on the actual amount. They are not collected in advance and are not included in your original booking total.
Booking
One-way private car and hourly charter: It is recommended to complete your booking by 6:00 AM the day before your ride to get the best price. Final booking time: If your departure is in the morning, the latest booking time is by 6:00 PM the day before. If your departure is in the afternoon, you can book up to 2 hours before departure. . Carpool: You can book until 6:00 AM the day before your ride. Cancellation rules vary depending on when you book.
After booking, you will receive a confirmation email within 5 minutes, which contains your "Order Number" and "Order Details". Receipt of this email means that the reservation is successful. If you don't get the email in 5 minutes, please check your spam folder first. If it's not there, you can either seek online customer service or write an email to booking@tripool.app for confirmation.
You may email us your requested location to: booking@tripool.app or contact our online service representation. For any emergencies/ urgent matters, please contact our toll-free hotline at +886-4-24363880 (08:00 - 21:00) .
Please input the correct number of luggage on the website/app. Please note: If you are carrying a foldable stroller, foldable wheelchair, sports equipment or other special items, please choose the "One-way Private Car" or "Timed Car Charter" service. If you have any concerns please contact us before booking to ensure that the luggage storage space in the vehicle meets your needs.
Payment
Tripool accept credit cards (Visa/MasterCard/JCB), debit cards, Google Pay, Apple Pay, payment at 7-11, and ATM. All online payment systems are SSL encrypted.
If you need a receipt, please send a request to booking@tripool.app. For invoice, please fill-up the form (https://bit.ly/3khjIoR) with your company's title, tax ID, etc. We will provide an e-invoice one week after your ride.
Please make sure your Taiwan mobile number is still available when you are abroad. Once you receive an SMS from AFTEE, you may use the link inside to do an ATM transfer online. Or you can download AFTEE's official app and collect the payment information. For further questions, please contact AFTEE's support team.
The fare includes all basic costs, including up to NT$3,000,000 in passenger insurance (local coverage in Taiwan) and driver tips. No additional fees will be charged.
Edit & cancel
There is no fee to cancel your trip and we offer a full refund. However, you must complete the order cancellation application within the following specified time (https://lihi1.com/8Q4fV). If the specified time is exceeded, no refund will be provided. If it is caused by natural disasters, a full refund will be provided. Point-to-Point and Hourly Ride: Cancellations made before 6:00 AM on the day before the ride will be fully refunded. Carpool: If you cancel your trip before 12:00 PM two days prior to your ride, we will provide a full refund. If you cancel between 12:00 PM two days prior and 6:00 AM the day before your ride, we will provide a 50% refund. Once your cancellation request is submitted, we will proceed with the refund within a working day. The process will go through the third-party payment system which tripool uses and your credit card/bank system. Generally, it takes two weeks to return your fund to your account. During the Covid-19 pandemic, the process takes longer caused by the banks and it may be up to three weeks. Or you can request an equivalent value coupon and you can use it immediately.
Booking cannot be cancelled, refunded, or amended for any absence from day/time of service. Should it be due to natural disasters, please contact our customer representatives.
If you need to modify your booking, please reply directly to your confirmation email with the details you wish to change. Our team will assist you. Please note the modification deadlines for each service: ・Private Transfer / Hourly Ride: Requests must be submitted before 6:00 AM (Taiwan time) on the day before your ride. Late requests may be accepted depending on vehicle availability; if approved, a modification fee of at least NT$200 will apply. ・Carpool Service: Requests must be submitted before 12:00 PM (noon) two days prior to your ride. Late requests cannot be modified and paid adjustments are not accepted. Thank you for your understanding.
In general, booking is confirmed once payment is made. However, if it falls under the following circumstances: (1) special events such as marathons due to road closure (2) traffic control, you may receive a cancellation notification and 100% refund.
Meet the driver
Except for airport pickup, drivers wait free of charge for up to 10 minutes for standard vehicles and 15 minutes for luxury vehicles. As drivers may have another trip scheduled, additional waiting time cannot be guaranteed. We recommend arriving at the pickup point 5 minutes early. If you arrive more than 10 minutes after the scheduled pickup time and the driver agrees to wait, the following waiting fees apply: ・Standard vehicles: From minute 11 onward, an additional NT$300 waiting fee applies for every 30 minutes (any partial 30-minute period is charged as a full 30 minutes). ・Luxury vehicles: From minute 16 onward, an additional NT$400 waiting fee applies for every 30 minutes (any partial 30-minute period is charged as a full 30 minutes). Please pay any waiting fee to the driver in TWD cash. If the driver cannot wait and you miss the ride, it will be treated as a no-show and no refund will be issued. Please allow enough time to reach the pickup point. If more than 10 minutes have passed after the scheduled pickup time and the driver cannot reach you at the phone number provided in your booking, and you do not contact the driver or Tripool customer support by phone, it will be treated as a no-show and no refund will be issued. Flight delayed / cancelled / earlier than planned — what should I do?
The free waiting time for Carpool services is 10 minutes (including airport pickup and drop-off services). After 10 minutes, the driver will leave to ensure the rights of other passengers. If you are unable to board on time, it will be considered as forfeiting your ride, and the fee will not be refunded. If you have uncertainties in your schedule, we recommend choosing the Point-to-point service. Flight delayed / cancelled / earlier than planned — what should I do?
If you can’t find your assigned vehicle on-site, please check the notification sent at 8 PM the day before for the license plate and contact details (via push notification for app bookings, or email for website bookings). If there is any delay or emergency, you can contact us via toll-free number, +886-4-24363880 (08:00 - 21:00).
At 8 PM the day before departure, you will receive a notification with the driver’s name, license plate, and phone number. You can contact the driver directly on the day of the ride (via push notification for app bookings, or email for website bookings).
Your safety while riding is our top priority. Whether you choose Point-to-point, Hourly ride, or Carpool, we provide professional drivers and safe vehicles, so you don't have to worry about riding in vehicles of unknown origin. We strictly screen our drivers to ensure their driving experience and safety awareness. Our vehicles undergo regular, rigorous maintenance and inspections to guarantee a safe and reliable ride for you.
Airport transfer service
When booking an airport transfer, please provide accurate flight details so we can monitor your flight status and arrange your ride.
Recommended pickup time: We recommend adding 1–1.5 hours to your scheduled flight arrival time to allow time for immigration, customs clearance, and baggage claim. Free waiting times for each service are as follows (calculated from your scheduled pickup time): Private Car Waiting time: ・Standard vehicles: Up to 30 minutes of free waiting. After that, an additional NT$300 waiting fee applies for every 30 minutes. ・Luxury vehicles: Up to 30 minutes of free waiting. After that, an additional NT$400 waiting fee applies for every 30 minutes. Overtime policy: Any partial 30-minute period is charged as a full 30 minutes. Please pay the driver in TWD cash. Carpool Waiting Time: ・As there are other passengers, the waiting time is shorter: 10 minutes of free waiting time. Overtime Policy: ・If your booked shared airport pickup cannot be boarded on time due to a flight delay, the booking will be automatically canceled and fully refunded. ・If your flight is not delayed and you still do not show up within 10 minutes after the scheduled pickup time, the driver will leave and the fare will not be refunded, in order to protect the rights of other passengers. ・If you would like to switch to a private transfer, please contact customer service no later than 3 hours before the originally scheduled landing time and during dispatch hours (07:00–22:00). We will assist with arrangements as soon as possible. If the free waiting time has ended and you do not proactively contact the driver or Tripool customer service by phone, and the driver is also unable to reach you using the phone number provided at the time of booking, it will be regarded as non-use of the service and the fare will not be refunded.
Please provide accurate flight details. We will use them as an important basis for arranging your ride; if your flight changes, we will assist with adjustments within the extent we can accommodate. If your flight is not delayed and you still do not show up after your scheduled pickup time plus the free waiting time, and neither the driver nor Tripool customer service can reach you, the driver will leave and the fare will not be refunded. Private Car ・In case of a flight delay, your pickup time will be postponed automatically. If the delay does not affect the driver's next trip, the original driver will wait for you at the airport. If the delay is too long and affects subsequent trips, we will arrange another driver and notify you promptly at no extra charge. However, if the delay causes your pickup time to fall within the late-night period (22:00–06:59), an additional NT$200 late-night service fee will apply. As temporary dispatch may extend the waiting time, we are unable to offer compensation for this. ・In case of a flight cancellation, please contact customer service as soon as possible. If you do not take the ride, it will be treated as forfeiting the service and the fare will not be refunded. ・In case of an early arrival, you may be picked up earlier if the driver can accommodate it. If not, please ride at the original scheduled pickup time. If you decide not to take the ride for this reason, the fare will not be refunded. ・If your airport pickup is delayed at the last minute for personal reasons and the driver agrees to wait, the waiting time and related fees will follow the rules stated in “How should I estimate my airport pickup time? How long will the driver wait?” Carpool As smart rideshare service must be coordinated with other passengers' itineraries, changes to your flight may mean you can no longer take the originally arranged ride. ・In case of a flight delay: If your booked shared airport pickup cannot be boarded on time due to the delay, the booking will be automatically canceled and fully refunded. ・In case of an early arrival, shared rides will still follow the original scheduled pickup time and dispatch arrangement. Earlier pickup cannot be guaranteed. ・In case of a flight cancellation, please contact customer service as soon as possible. If you ultimately do not take the ride, it will be treated as canceling the service and the fare will not be refunded. Friendly reminder: Pickup rides may involve uncertainty due to immigration, customs, or baggage claim. For greater peace of mind, we recommend choosing a private transfer. If your flight is delayed but you still need a ride: you may pay extra to switch to a private transfer. Please contact customer service no later than 3 hours before the originally scheduled landing time and during dispatch hours (07:00–22:00). We will assist with arrangements as soon as possible. How to estimate my pickup time? What is the free waiting time?
Port Transfer Services
Cruise schedules may be affected by weather and sea conditions. We recommend booking after the actual arrival time is confirmed (up to 2 hours before your ride). A 10-minute free waiting period is provided, and we suggest scheduling your pickup for about 1 hour after the expected docking time. After booking, please contact customer support with your cruise ship name and port location to ensure a smooth pickup.
Travel with kids
Yes, all infants/ babies/ toddlers are considered passengers. Please indicate the exact number of passengers accordingly. Will there be car seats provided if I am travelling with a baby and toddler?
Yes, our private car services (one-way private car, time charter car) provide safety seats. Depending on the car model, each car can provide up to two child seats. Each seat is rented for NT$ 300 per trip, and you can purchase additional ones when ordering. Carpool does not provide safety seats and does not accept infants under 4 years old. Are child (infant/ baby/ toddler) considered as one pax?
According to the local law and for the safety, children under 12 are not allowed to sit in the front row.
pet
Certainly. If you need a "pet-friendly vehicle," please choose Point-to-point or Hourly ride; Carpool cannot provide this service. Yes, but if you need to travel with a pet, please book a Private Transfer or Hourly Charter. Shared Ride does not currently offer pet-friendly vehicles. tripool pet-friendly vehicles can accommodate small pets under 15 kg. Your pet must stay in a carrier or bag for the entire ride, and the size must not exceed 55 cm (L) × 45 cm (W) × 50 cm (H), excluding wheels and handle. Please make sure the carrier or bag is secure and fully enclosed. Your pet’s head, tail, and limbs must not be exposed. For safety, do not take your pet out or place it on the seat during the ride. Please also make sure there is no waste or liquid leaking from the carrier or bag to keep the vehicle clean. If your pet causes any mess in the car, such as waste or excessive fur, and affects the driver or the next passenger, we may charge a cleaning fee based on the actual situation, starting from NT$3000. Please pay the full amount to the driver before getting off.
Moving or transporting large items
Yes, but if your luggage exceeds the limit for the vehicle you booked, or you need to transport oversized items or arrange a small move, please contact support in advance to confirm whether it can be carried. If it can be carried, please book a Private Transfer or Hourly Charter. Shared Ride does not offer this service. Please add the "Extra Luggage Item Service" when booking. The fee is NT$500. If the luggage or item needs space outside the trunk, it will be placed in the front passenger area.
The small move service is limited to small appliances or small items. Please pack them in boxes whenever possible to reduce handling time. The driver can help load items into the vehicle, but cannot move them into or out of your home. You will need to handle that yourself. If loading or unloading takes more than 15 minutes, an overtime fee of NT$300 per 30 minutes will apply. Please note that at least one passenger must ride in each vehicle. If you are unsure whether an item can be carried, please contact support in advance.
Yes, but you must inform support in advance. Before bringing a bicycle, please remove the wheels and pack it in a box or bag whenever possible to avoid exposed metal parts scratching the vehicle. If transporting a bicycle requires folding down the last row of seats, an additional NT$500 will be charged. Please pay the driver in cash on the day of the trip.
Each large hard-shell suitcase over 23 inches will be counted as 2 pieces of luggage. If you have unpacked items, such as small or medium appliances, furniture, surfboards, large models, large teaching aids, or golf clubs, you must inform support in advance so we can confirm the transport method and fee. If the number of luggage items on the day exceeds your booking details, or if an undeclared item cannot be carried, the passenger must handle it on their own, and the vehicle type cannot be changed at the last minute. If service cannot be provided as a result, the fee will not be refunded. For driving safety, tripool reserves the right to refuse transport if the luggage or item exceeds the vehicle’s carrying capacity.
Others
There are three possible reasons that drivers will refuse a ride: 1) The number of passengers or luggage are not matching the order, especially more than the legal capacity of the driver's vehicle. Please make sure that you input the correct information. The number of passengers should include infants and children. 2) The law does not allow a ride with a child under four but without a baby car seat. Please either rent one from our website/app or prepare your own seat. 3) For safety, all pets should be in cages/carriers/bags.
Our online support can be found at the bottom left of Tripool's website, or contact us through our Facebook page, Tripool 旅步. Customer service: (08:00 - 21:00)
If your trip may be affected by a typhoon or other extreme weather, tripool support will email you the day before your ride to confirm whether you still want to travel. Please reply by 18:00 the day before and choose one option: • Proceed as scheduled regardless of weather • Follow the government’s work/school closure announcement If we do not receive your reply in time, we will prioritize safety and handle your booking based on the government announcement: • No work/school closure announcement: your trip will proceed as scheduled • Work/school closure announced (including any city/county on the route): your booking will be canceled and fully refunded If you have already confirmed your ride but want to change or cancel it after 18:00 the day before, dispatch operations will already have started. The fee will not be refunded, and additional change fees may apply.