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.
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.
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.
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.
Please find the confirmation email in your inbox and reply directly with the adjustment details. Please note that all order modifications must be submitted via the order confirmation email within the specified time below. Otherwise, no further modifications will be possible as the driver's itinerary has been arranged. Thank you for your cooperation. . One-way transfer, timed charter: before 6:00 the morning before departure . Carpool: before 12:00 noon two days before boarding
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 pick-ups, the driver’s waiting time is 10 minutes for free. Since the driver may have another trip scheduled, overtime waiting cannot be guaranteed. It is recommended that you arrive at the appointed location 5 minutes early. If you are more than 10 minutes late for the scheduled pick-up time and the driver agrees to wait, an overtime fee of NT$300 will be charged for every 30 minutes starting from the 11th minute (calculated in 30-minute increments). Please pay the driver in TWD cash. If the driver cannot wait and you miss the ride, it will be considered a forfeited service, and no refund will be issued. Please plan your time carefully. If you are late for more than 10 minutes and our driver cannot reach you through the mobile number you provided in the booking, our driver will leave without any refund. What should I do if my flight is delayed, canceled or early? (Applicable to Point-to-point)
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. What should I do if my flight is delayed, canceled, or arrives early? (Applicable to Carpool service)
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 pick-up and drop-off
When booking an airport transfer, you can choose either “Flight Tracking” (with flight number provided) or “Set Pickup Time” (without flight number). We will arrange your vehicle accordingly.
Pickup time suggestion: We recommend adding 1–1.5 hours to your flight’s scheduled arrival time to allow time for baggage claim and customs. Private Car Waiting Time: ・ Flight tracking (with flight number provided): 90 minutes of free waiting time, extendable up to 120 minutes with an additional fee. ・ Set your own pickup time (without flight number): 30 minutes of free waiting time. Overtime Policy: 。Beyond free waiting time: NT$300 per 30 minutes (cash to driver). 。Beyond maximum waiting time and unreachable: Treated as no-show, no refund. 。Late-night dispatch: If a delay pushes pickup into 22:00–06:59, an extra NT$200 night service fee applies. Carpool Waiting Time: 。Due to other passengers, free waiting 10 minutes. Overtime Policy: ・ After the free waiting time: The carpool service will be automatically canceled with a full refund. If you still need a ride, you can upgrade to a private car by paying the same fare as your original booking. Please contact customer service within 3 hours before your flight lands, during dispatch hours (07:00–22:00), and we’ll arrange it promptly to ensure a smooth connection.
If your flight is cancelled: Please contact customer support as soon as possible. If you do not take the ride, it will be treated as a no-show and is non-refundable. Private Car Flight delayed: We will adjust based on the actual landing time. Free waiting is 90 minutes after landing, up to 120 minutes. Flight earlier: If the driver can accommodate, you may board earlier; otherwise, board at the original time. Not boarding counts as a no-show. Carpool ・Flight delay: For carpool service, the driver can wait up to 10 minutes for free. After that, the ride will be automatically canceled with a full refund. If you still need a car, you can upgrade to a private ride by paying the same fare as your original booking. Please contact customer service within 3 hours before your flight lands, during operating hours (07:00–22:00), and we’ll arrange it promptly to ensure a smooth connection. Flight earlier: You still need to board at the original scheduled time; early departure is not available due to other passengers. Heads-up: Airport pickups involve uncertainties such as immigration and baggage claim. For a smoother experience, consider booking a private car.
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. On tripool's "pet-friendly cars", passengers can bring small and medium-sized pets, but they must be placed in a carrier or bag. Do not take pets out or put them on the seats while driving to ensure driving safety. . In addition, please ensure that no feces or liquid leaks from the carrier or bag to maintain a clean environment inside the vehicle.
Moving or transporting large items
If your luggage exceeds the capacity of the booked vehicle, or if you need to transport large items or move small belongings, please contact customer service in advance to check availability. If approved, please book a 'Point-to-point' or 'Hourly ride'. 'Carpool' does not offer this service. When booking, select 'Additional Luggage Service' for NT$ 500. If your luggage or items take up space outside the trunk, they will be placed in the front passenger area. If your luggage or items exceed the registered amount and cannot fit in the vehicle, you must arrange alternative transportation yourself. Changing to a different vehicle model at the last minute is not possible. For safety reasons, if the load exceeds the vehicle’s capacity, Tripool reserves the right to refuse service. Mini moving service — limited to transporting small household appliances or items. Please pack your belongings properly to reduce handling time. If the loading takes more than 15 minutes, an overtime fee of NT$300 will be charged per 30 minutes. The driver can assist with loading into the vehicle, but passengers are responsible for carrying items in and out of the house. If you are unsure whether your items can be transported, please contact customer service in advance. Luggage Policy & Special Items – Oversized suitcases over 23 inches will be counted as two pieces of luggage. For non-boxed items such as small appliances, furniture, bicycles, surfboards, large models, teaching aids, and golf equipment, please notify us in advance to confirm transportation availability and pricing. Failure to do so may result in the item being refused for transport, and no refunds will be issued. Each vehicle must have at least one passenger on board. If you have any questions, please contact customer service.
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.
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)