Question 1

If it is free, where do you make your money?

Accepted Answer

On the jobs. Every job that goes through your operation and gets accepted by a driver leaves us a commission, taken from their credit when the job closes. If there are no jobs we earn nothing, which is why we have no interest in selling you features you would never use.

Question 2

Who pays the commission, me or the driver?

Accepted Answer

The driver, and only on jobs they accept. Your operation pays nothing, not to switch on and not afterwards.

Question 3

What if you start charging us later on?

Accepted Answer

The model is built so that it does not need to: the more jobs go through your operation, the more we earn, and that keeps the two interests aligned better than any clause could. If something did change you would know in advance, and you could leave taking your data with you.

Question 4

Will my drivers accept paying a commission?

Accepted Answer

They already pay one, and a larger one, to people who do not even let them set the price. Here the driver builds the fare themselves out of fuel, wear on the vehicle, insurance, their own hours and the commission as well: it is a cost line like the others, not a deduction that lands afterwards. And they see it written in the job before accepting, rather than finding out at the end of the month.

Question 5

What happens if a driver runs out of credit?

Accepted Answer

They stop receiving jobs until they top up. It is not a penalty, and it is the only thing we actually push: the app warns them before the credit reaches zero, because having jobs quietly stop arriving is the worst way to find out. It costs your operation nothing, in any case.

Question 6

Does a driver have to pay anything to start?

Accepted Answer

No. The first time they join UrbanGo they find £50 of credit already in their wallet, and it comes from us: that is their first few jobs, and it costs you nothing. It is once per driver, not once per operator they sign up with, because the wallet is theirs and goes with them wherever they work.

Question 7

How exactly is the commission paid?

Accepted Answer

Out of the prepaid credit, taken when the job closes. No invoice at the end of the month and no surprise charge: the driver tops up whenever they like, and the larger the top-up the more credit they get for the same spend. The wallet statement carries one line per job.

Question 8

What if a job is accepted and then does not happen?

Accepted Answer

The commission is still taken, because that job tied the driver up and took the customer away from somebody else. It is also why the top-up bonus is larger than it looks like it needs to be: it is worked out allowing for the jobs that never happen. The exception is a pre-booked job cancelled inside the window you set, normally an hour before pick-up: that one costs nobody anything.

Question 9

If a driver stops, do they lose the credit they bought?

Accepted Answer

The credit belongs to the driver, not to the operator: if they move to another operator on UrbanGo it goes with them and they carry on using it. It does not convert back into money and it does not expire. It sits there until they work through it.

Question 10

What does the booking fee I add have to do with your commission?

Accepted Answer

Nothing, they are two separate things. The driver offers their fare, you decide whether to add your operation’s booking fee, and that stays yours in full. Ours is paid by the driver and never touches your margin.

Question 11

Do I have to change my phone number?

Accepted Answer

No. The number stays yours and calls come in as before: the screen is added to the phone, it does not replace it.

Question 12

Do my controllers have to learn a new system?

Accepted Answer

The shift is worked on one screen, and we walk you through switching on, step by step. We do not send you a password with a manual attached.

Question 13

Is my customer data mine or yours?

Accepted Answer

Yours. Customer records, job history and agreements with account customers belong to your operation, and they stay separate from those of every other operator on the platform.

Question 14

If I leave, what do I take with me?

Accepted Answer

Your data, in a format that can be read and reused. A supplier who makes leaving difficult is telling you they are afraid of the comparison.

Question 15

Does it work with my operator’s licence?

Accepted Answer

UrbanGo is a management tool. It does not change the obligations of your operator’s licence, nor those of your drivers and their vehicles. Licensing conditions are set by the authority that issued the licence, which is the council for most of England and Wales and Transport for London inside the capital, and they are not identical: checking your own case belongs with whoever advises you.

Question 16

Who sets the fare for a job?

Accepted Answer

The driver offers it, setting their own day and night rates. On jobs you start you can apply your operation’s tariff, and the driver can choose to adopt it as their own: it is their decision and not something imposed, and that is the difference between being priced by somebody else and having chosen. The software counts and shows; it does not decide prices.

Nothing for your operation.

Dispatch software

Driver app

Passenger app

On the jobs, not on you.

Our commission

Your booking fee

20% goes into the fare, the same as fuel.

The ones we actually get.

The only way to find out what it is worth is to run it.