REQUEST FOR REFUND

Uber South Africa Services (Pty) Ltd. Office 105 Parktown Quarter CNR Third and Seventh Avenue Parktown Gauteng, 21193 South Africa Date: 8 September 2026 Subject: Request for Refund – Incorrect Pickup Location and Cancellation Fee on 7 September 2026 Dear Uber Support, I am writing to request an investigation and refund regarding a ride I requested on 7 September 2026. On that day, I was receiving treatment at Garden City Hospital in Mayfair. I requested an Uber ride for my wife, who was at our home at 69 Simmer Crescent, Moffat View Ext. 4, to collect her and bring her to the hospital where I was a patient. When requesting the ride, I entered the correct pickup address and destination address. However, the driver arrived at the hospital instead of the requested pickup address. I received messages from the driver stating, “I am here,” at the hospital. I then explained to the driver that I had requested the ride to collect my wife from our home and bring her to Garden City Hospital. I also asked why the driver had come to the hospital when the pickup address I had entered was 69 Simmer Crescent, Moffat View Ext. 4. I subsequently received the ride history, which indicated that a R10 cancellation fee had been charged because the cancellation grace period had elapsed. I respectfully request that Uber investigate why the driver was directed to the hospital instead of the correct pickup address. I would also appreciate clarification as to whether the incorrect pickup location was caused by a system error, a driver-related issue, or another problem with the booking. My request is that Uber: • Refund the R10 cancellation fee, as the ride could not proceed because the driver arrived at the wrong location. • Refund any additional amount charged for the incorrect trip, if applicable. • Review the ride history and booking details to confirm the pickup and destination addresses I entered. • Explain how the incorrect pickup location occurred and what can be done to prevent this from happening again. I would appreciate your assistance in resolving this matter fairly. I was receiving medical treatment at the time, and the incorrect pickup location caused unnecessary inconvenience and difficulty in arranging transport for my wife. Please let me know if you require any further information, screenshots, or details of the ride. Thank you for your attention to this matter. I look forward to your response and confirmation of the refund. Kind regards, Albert Thomas Langeveld