During the journey

If a problem with one of the transport services of your journey causes you to miss any of the following services, it is the responsibility of the provider of that service. At dōcō, we are just intermediaries between the transport services and the individuals travelling.

The mobility providers will be responsible for ensuring compliance with the provision of their services, but no service provider is responsible for the service of another.

In the event of cancellations, delays and incidents that are not your fault, each service provider will respond according to its particular terms and conditions.

If you miss a connection, you can replan your route with another mode of transport. The costs associated with that replanning will not be met by dōcō.

If you know what transport service you have missed, we recommend that you contact that service directly, so that they can help you.

In the 'Help' section of the website or the app, you will be able to contact our support service, who will offer you a solution or put you in touch with the mobility provider. In the event of an accident in which people’s health or safety is in danger, you must contact the relevant healthcare professionals or the local authorities immediately.

Yes, hurry, you’re still in time to make the next one... On dōcō, the transport services are scheduled individually, not as a group.

In the ‘Help’ section of the website or app, you will be able to contact our help centre service, who will offer you a solution or put you in touch with the mobility provider. 

We’re sorry to hear that. We hope it's resolved as soon as possible. We recommend that you contact the relevant mobility company directly. If it's during the journey, you have the company's contact information. If it's after the journey, you can tell us about it here or if you prefer you can contact us by phone at 91 901 90 50 or 900 86 16 86 so we can help you.

You will have access to a means of contacting the driver or the company providing the service, at all times. If the driver cancels the journey, you will be able to make a new request with another taxi or PHV service provider.

In the event of traffic incidents, you can book an alternative transport service in the app, if you think it necessary. Depending on the mobility provider’s terms, it may not take responsibility for subsequent stages of your journey in the event of a traffic incident.

In the ‘My journeys’ section, you’ll be able to view all the journeys you have made with dōcō, the details of the routes and the mobility companies, and you’ll be able to request the invoices for each of the transport services. For motorbike and scooter reservations you have to have a little patience, you'll be able to access the information about your booking after an hour.