Question 1

How do I book a ride with Shebah?

Accepted Answer

To ride in a Shebah, you need to download the Shebah Rider App and enter your personal and credit card details. You can access the Shebah App through the App Store (iOS) or through Google Play (Android). You will receive an sms confirming your trip with a drivers name and details. If you do not receive this sms it means we do not have a driver available at that time.

It’s a legal requirement that rideshare drivers only take payment for trips through software (the app) – so no card or cash exchanges are allowed.

The great thing is, through the App you will be able to see all your previous trips including how much it cost! You’ll also receive transactions receipts and a tax invoice for every trip you take with Shebah.

Question 2

How do I book my preferred driver?

Accepted Answer

Shebah’s preferred driver feature is a world first for rideshare! 
 
You follow this link https://preferred.shebah.com.au 
Then you can select up to 5 drivers. You need to note that the trips will go in your order of preference. So driver 1 is first.
You can login at anytime and change these.

Question 3

Can I pay my Shebah driver with cash?

Accepted Answer

No. It’s a legal requirement that rideshare drivers only take payment for trips through software (the app) – so no card or cash exchanges.
 
If a fare payment is not processed through the app the trip is uninsured.

Question 4

Why does my invoice say Additional Fees

Accepted Answer

Our trip calculations — based on base fare, distance, and time — remain the same.

The only change is how these details appear on your invoice. Previously, you saw a single total, but now the time component of the trip is listed under "additional fare".

So when it says additional costs it's not actually anything additional, it's the time of your trip.

As of March 2026, we have temporarily added an extra $1 charge to trips which goes directly to your driver a result of the increasing petrol prices in Australia.

Question 5

How do I cancel a trip and are there cancellation fees?

Accepted Answer

For advance bookings:

1. Click the 3 lines top left then touch My Trips
2. Click Prebookings and touch the trip you wish to cancel
3. Click edit prebooking 
4. Click the red cancel button

A cancellation fee of $20.29 applies if you cancel within 1 hour of an advance booking pick-up. This is to cover the driver’s time and petrol spent heading to you.
 
For instant bookings:

1. Click the 3 lines top left then touch My Trips
2. Click active and touch the trip you wish to cancel
3. Click cancel this trip

Question 6

Can I book a Shebah in advance?

Accepted Answer

Yes! You can book a trip up to 30 days before the scheduled pick-up time

Once you’ve downloaded the Shebah passenger app and entered your pick-up and destination points, you’ll see the option book now or later. Select later

You just need to select your date and time and press set pickup date and time and then confirm booking. 
You will only have a confirmed trip when you receive an sms alert giving you your driver details.

Question 7

I haven't taken a trip, so why did Shebah deduct $2 from my account?

Accepted Answer

Before you book your first trip you’ll be asked to add a Visa or MasterCard to your account. The App may put a temporary hold for $2 through to your account when you enter them, but don’t worry! This is only to check that your card is valid. The $2 is immediately refunded to you, and at no time is it held by Shebah.

Question 8

Do I need to book a child seat?

Accepted Answer

If your child is under eight years old, yes you need to book a child seat! Although it’s not a legal requirement in all states and territories, if you’re riding with Shebah, you need to book that booster.
 
You can book child seats in the ‘ Extras’ menu when you book your trip. Each child seat required corresponds to an additional $11.32 facility fee. 
 
*Please note that Shebah does not permit passengers to use their own personal child seat or booster seat. Our drivers are liable for the safety of seats used in their cars so must be familiar with what is installed.

Question 9

Can I take a traveller?

Accepted Answer

As a policy, we do not allow open bottles of alcohol in Shebah vehicles.

In fact, it’s illegal in SA, QLD, WA, ACT, TAS and in some areas in NT.
 
What to do? Finish your drink, and then get in your Shebah. She’s got you.

Question 10

Why do I have multiple receipts?

Accepted Answer

Great question! We know it might seem excessive, but we’re all about making sure you can see everything we’re touching of your finances.

Once you complete a ride, you may receive two transaction receipts, as well as your tax invoice.

The two transaction receipts are for when the cost of your ride is a little more than the estimated fare, so one receipt will be the estimated amount the second receipt will have the additional amount. Together they equal the total cost of your trip – and this total will show in your tax invoice.

A possible reason for your trip being longer than expected is that the driver is paid wait time. If a trip is scheduled for a particular time and it takes a little while to come out to the car after the driver has informed them of their arrival, the driver is advised to begin the trip after a 5 minute wait. She should always advise that this is happening. Airport trips can be tricky and we do ask our drivers to be a bit more patient here. Sharing flight details and notifications of flight delays can be useful so that drivers can alter their arrival time.
 
You may also have an additional receipt sent to you if you chose to tip your driver at the end of your trip. This is because the tip transaction is separate from the transaction cost of your ride with Shebah. If you do choose to tip your driver though, thank you very much - it is greatly appreciated. However, tipping your driver is completely optional.

Question 11

How much does a Shebah trip cost?

Accepted Answer

Need a Fare Estimate?:
To get a fare estimate, simply download the Shebah app, enter in your pickup and drop off details, click ‘Set pickup location,’ and a fare estimate will appear  Fare estimates for XL vehicles and  Car seats will also show here
 
Our Rates:
Shebah’s rates vary based on the state you take your trip in, but the minimum fare, cancellation fee and baby seat charge are the same across Australia. We include GST in our fares, and 85% of every fare goes straight to your driver.
 
There is a $11.32 per seat cost for Rear facing, forward facing and booster seats
 
The passenger fare is calculated as: Base rate + (cost per minute × time in ride) + (cost per km × ride distance).
 
The base rate is $9.91 in off peak times, $10.34 in peak times, and $10.76 in premium peak times. All credit card surcharges are included in your base rate
Peak periods are: 5am – 9am and 4pm- 7pm Monday-Friday, Friday 10pm – midnight, Saturday 6pm – midnight. 
Premium peak period: Monday - Sunday midnight to 5am and all day Sunday
 
Your fare will include tolls if the trip goes through a toll road. If you wish to take a route that avoids tolls, please let your driver know.
 
There is a minimum fare of $12.55
 
Advance Booking Cancellation Fee:
If you cancel your ride within an hour of your scheduled departure time, you will be charged $20.29

Question 12

How do I book a ride for my child/ren?

Accepted Answer

Our drivers must receive instructions from parent or legal guardian to drive the little ones.

The account holder (an adult) can make the booking on behalf of their child and be available and in contact with the driver. You need to make comments n the notes section informing the driver that it as unaccompanied minor.

If your child has a smart phone, you can share your account with them by downloading the app on their phone and using your login.

In both these scenarios, you can watch on your app as the ride takes place. Or Share the trip with whoever needs it.

You can also make Advance Bookings of course, and choose your preferred driver! And the rule still stands:
The driver can only take instructions from a parent or guardian, and they must have direct access to the account holder. Drivers receive an email and text message when they are about to do a trip with an unaccompanied minor which gives them links to direct contacts with the guardian of the minor taking the trip. This is particularly important for cases of emergency but are just as useful to allow drivers to let guardians know when a child has been picked up or dropped off and is safe and sound.

Question 13

Can I request extra car seats and room for luggage?

Accepted Answer

Yes! You can request an XL vehicle, which has a minimum of seven passenger seats in it if you have more than four people or just want some extra room for your luggage and legs!

Question 14

Who can ride in a Shebah?

Accepted Answer

Shebah drives women and children, and those who live their lives as women.
 
We will drive adult male passengers so long as they are accompanying a child in a child seat. The below covers the three scenarios in which boys and men can use our service:
 
1. Boys under 18 can travel unaccompanied in the following contexts
 
– Primary aged boys up to the age of 12 can travel any time
 
– Boys 13 and over, but under 18, can travel unaccompanied until to 5pm.*
 
2. Boys under 18 can travel any time if accompanied by their mother or a female guardian.
 
3. A man can travel with a baby in need of a baby seat, or child in need of a booster seat (4–8 years old).
 
In addition, Shebah respectfully requires adult male passengers who accompany adult females to ride in the backseat. Our women passengers ride shotgun.
 
*Boys under 18 can travel after 5pm with a preferred driver through the preferred driver feature in the app.

Question 15

Can I take pets?

Accepted Answer

Yes! Just select ‘Pets’ under ‘Ride Extras’ when you’re booking your trip.
Please bring a blanket or carrier for your pet to travel on.

Question 16

Is Shebah affiliated with NDIS?

Accepted Answer

Shebah is not associated with NDIS. However, Shebah can be chosen as your preferred rideshare service provider, which means you may be able to claim a refund or partial refund according to your policy.

Question 17

Does Shebah charge a cleaning fee if a rider gets sick in the car?

Accepted Answer

Yes! Pulling over is free, so if you are going to be sick in a Shebah, ask your driver to pull over instead! She will be happy to do so.

If a rider vomits in a Shebah, they will be shown receipts and charged for the cost of cleaning the car. If you hit every panel, you will be charged for every panel! So to avoid this, make sure you ask your driver to pull over.

Question 18

Why do I have two separate charges for a single trip?

Accepted Answer

When you book a Shebah, the App puts a hold on the estimated fare cost. If the trip ends up being less expensive than the estimate, you will not be charged that original held amount - only what the trip actually cost. If the trip ends up costing more than the estimate, Shebah will charge you the amount that was initially held, and charge the additional amount above the estimate. As a result, it will appear as if two charges were made for one trip; however, add them together and they'll equal your total actual trip cost.

Question 19

How can I make a complaint?

Accepted Answer

Shebah’s driver is a community of women who transports women and children safe. If you would like to provide feedback or believe you didn’t receive a safe trip, we would be happy to look into that issue*. To do that, please, fill out the Shebah Resolution form, provide your trip details, and we will review the situation for you. Additionally, you can email us at  passengersupport@shebah.com.au, 9:00 am to 5:00 pm Australian Eastern Standard Time, Monday to Friday.

A Passenger Support and Compliance Team member will get back to you the next business day to process the issue accordingly.

*Issue might include Advancing Booking Cancellations, App issues, Charge Complaints, Driver Conduct.

Frequently asked questions