Support

Need a hand with a booking, a payment or your account? Email us and we’ll help. There’s no phone line, because email reaches the people who can actually fix things.

Common questions

Booking a seat

Search a route, request a seat, and wait for the driver to approve you. You’ll be notified when they do. Seats are only held once the driver accepts, so a request on its own doesn’t guarantee a place.

Payments and the platform fee

Patuva charges a small platform fee by card in the app. The ride fare itself is paid in cash to the driver. Patuva never handles it. Card payments are processed by our acquiring bank’s secure gateway; we never see or store your card details.

Cancellations and refunds

You can cancel from the app. Whether the platform fee is refunded depends on when you cancel and who cancelled. The Refund & Cancellation Policy sets out every case, including what happens if the driver cancels or the ride never takes place.

Safety, reporting and blocking

You can report or block any person or listing from their profile or the trip screen at any time. Reports reach us directly and we act on them. If you feel unsafe or believe a crime has taken place, contact your local emergency services first, then tell us.

Trouble signing in

Use the “Forgot password” link on the sign-in screen to get a reset email. If the email doesn’t arrive, check your spam folder and confirm you’re using the address you registered with. Still stuck? Email us and we’ll sort it out.

Deleting your account

The fastest way is in the app: Profile → Delete account. If you can’t sign in, use the account deletion page and we’ll process it for you.

Other ways to reach us

Privacy requests

privacy@blacksmith.works

Billing and invoices

billing@blacksmith.works

Legal

legal@blacksmith.works