Frequently Asked Questions
Booking and Trip Issues
You can download the Leøs app from the Play Store or App Store and register using a valid Sri Lankan phone number.
Once registered, you can easily book a trip through the app.
Please note:
Currently, Leøs is available only for trips starting in Colombo, and we are operating on a cash-only basis for now.
Yes, you can cancel a trip at any time.
However, if you cancel after the driver has arrived or when they are already on the way to pick you up, you may be temporarily restricted from booking again, as cancellations cost drivers time, fuel, and the opportunity to accept other trip
If you're at the pickup location and can't find your driver, try calling them first.
If you're still unable to connect, you can cancel the trip through the app.
Drivers who repeatedly fail to show up may be removed from the platform.
Sometimes a driver may briefly pause after accepting your trip to safely park or complete another action.
If you notice that the driver hasn’t started moving toward your pickup location after a few minutes, please try calling them directly through the app.
If you are unable to reach the driver or they remain unresponsive, you can cancel the trip and request another ride without penalty.
Sometimes drivers may need to cancel a trip after accepting it due to reasons like mechanical issues or personal emergencies.
Please book another ride through the app — another driver should be available shortly.
We monitor driver cancellations closely, and repeated cancellations by a driver may lead to review or suspension from our platform.
During The Trip
If the vehicle or driver details don’t match what you see in the app, please do not start the trip.
Call our support team immediately through the app. For your safety, we recommend only travelling with verified drivers shown in your booking details.
Sometimes drivers may adjust the route based on real-time traffic, road closures, or safety considerations.
If you’re unsure about the route, you can politely ask the driver or check your route in the app map.
If you believe the route was unnecessarily extended, please leave feedback at the end of the trip — our team will review it carefully and take necessary action if needed.
Your safety is our top priority. Drivers are required to focus fully on the road and avoid distractions.
If you notice unsafe behavior like phone usage while driving, please report it through the app after the trip.
We take these reports seriously and will investigate and take action where necessary.
All Leøs trips are private — your ride is reserved just for you.
If a driver asks to pick up another passenger during your trip, you can decline and report the issue through the app after the trip.
We will review the situation and take appropriate action, including warnings or removal from the platform if needed.
After the Trip
If you realize you've left something behind, you can call the driver directly through the app within a few hours after your trip.
If you're unable to reach the driver, please contact our support team and we will assist you in recovering your items.
Please note: Leøs is not responsible for personal belongings left behind, but we will do our best to help.
The estimated fare is based on the fastest route using live Google traffic data at the time you book the trip.
Your final fare may vary depending on traffic conditions, route changes, or any stops made during the actual trip.
At the end of your trip, you will be prompted to rate your experience and leave feedback through the app.
Please mention any issues related to vehicle cleanliness, driver behavior, or anything else you noticed.
Our team reviews feedback carefully, and repeated complaints may lead to driver warnings, suspensions, or removal from the platform.
After each trip, you’ll automatically see a screen asking you to rate your driver from 1 to 5 stars.
You can also leave optional comments to tell us more about your experience.
Your feedback helps us maintain quality and reward great drivers!
Payment and Fees
We currently operate on a cash-only basis. Please pay your driver directly at the end of the trip.
We recommend carrying small notes and coins, as your driver may not always have change.
No. Toll and parking charges must be paid directly to the driver if incurred during your trip.
The estimated fare is based on the fastest route using live Google traffic data at the time you book the trip.
Your final fare may vary depending on traffic conditions, route changes, or any stops made during the actual trip.
Since we currently operate on a cash-only basis, we recommend carrying small notes and coins whenever possible.
If you don't have exact change, please speak with your driver — most drivers will do their best to assist, but they may not always have change available.
In the future, we plan to introduce card payments to make transactions even easier.
Safety and Emergency
If you feel unsafe at any point during the trip, please immediately call local emergency services (such as police or ambulance) directly.
Once you are safe, you can also report the incident to our support team through the app or by phone, and we will investigate it urgently.
Your safety is our top priority.
If you experience an injury during a trip, please seek medical help immediately if needed, and contact our support team as soon as possible.
We will investigate the incident and work closely with the driver involved. Please note that Leøs operates as a marketplace platform, and we will support you in addressing the situation properly.
If you need to contact our support team during a trip, please select the “In-Trip Call” option when you call.
This helps us prioritize your call and connect you faster to the right team who can assist you immediately.
Promotions and Offers
You don't need to do anything extra — if your destination is a listed school, hospital, or religious site, the discount will be automatically applied to your trip.
We maintain a list of eligible locations in Colombo, which we update periodically.
*Terms and conditions apply.
When a promotion applies (such as a trip to a school, hospital, or religious site), LKR 15 will be automatically reduced from your final fare.
You’ll also be able to see the discount reflected on the trip estimation page before you confirm your booking.
No, you can only use one discount per trip.