ACCOUNT DELETION

Delete your RiLo account

How to delete your account

RiLo: Ride Local Vancouver is operated by Blacktop and Checker Cabs (Beach Place Ventures Ltd.).

Delete your account in the app

  1. Open the RiLo app and tap the menu, then your name (“View profile”).

  2. Scroll down and tap Account deletion, then Next.

  3. Choose a reason (or “Prefer not to say”) and tap Next.

  4. Tap Delete account and confirm it’s you.

  5. You’ll see “Account deleted” and be logged out.

Can’t access the app?
Email help@btccabs.ca with the subject “Delete my RiLo account” from the email address or phone number on your account, or call 604-731-1111.

What gets deleted
Your RiLo account and the personal information linked to it, such as your name, phone number, email and saved places. Your access will be removed, any pre-bookings will be cancelled, and any rewards or promos will be lost.

What we keep
We don’t keep your payment card details. Trip records are kept for up to 7 years for legal purposes, as required by law.

Can I undo it?
No. Once your account is deleted, it can’t be restored.

How long it takes
In-app deletion happens right away. Requests by email or phone are completed within one month.

Frequently Asked Questions

  • RiLo rides are provided by Black Top & Checker Cabs, which is licensed for pickups in the City of Vancouver and at YVR. We can take you anywhere in Metro Vancouver, including Burnaby, New Westminster, Richmond and the North Shore, but your trip needs to start in Vancouver or at the airport.

  • Rides booked in the RiLo app are paid in the app with a credit card, Apple Pay or Google Pay. No cash changes hands and your receipt is emailed to you.

  • When you book a ride, the app shows a fixed rate fare based on the distance to your destination. That's the price you pay at drop-off.

  • Your fare is based on the distance of your route, locked at the time you book. No flag rate. No wait time charges. No minimum fare. No surge multiplier. One price, one number, locked.

  • No. Wait time and traffic delays don't change your fare. You pay for the distance you travel, and that's it.

  • No minimum. Short trips are priced as short trips. You're not penalized for needing a quick ride.

  • It shouldn't happen, but if it does: automatic refund, no questions. We honour the lock. Always.

  • Once you’ve downloaded the app and entered your destination, choose your vehicle by scrolling through the vehicles and tapping the wheelchair accessible option. We have 36 WAV vehicles in the fleet with priority dispatch.

  • Yes. Tap the "Schedule" button on the right of the “Request for now” button when booking a ride.

  • Call dispatch at 604-731-1111 right away with your booking number. The faster we hear from you, the faster we can flag the driver and recover your item.

    Booking number can be found in the app. Open the side menu on the top left corner of the screen. Click “My rides” then go to “Completed” tab. Click the destination you just completed and scroll up to see the booking number in blue.

  • Three things. One, our fares are locked at booking and you’re only charged for the distance travelled. No surge, ever. Two, our drivers are licensed taxi drivers, not gig contractors. Three, we're local. The dispatch line is staffed by people in Vancouver, the fleet is owned in Vancouver, and the fares stay in Vancouver.

  • Since you only pay for the distance travelled, trips with RiLo are considerably cheaper.

    At peak times, like weekend nights, weather events, rush hour, RiLo is significantly cheaper because we don't surge. The bigger point is predictability: you always know what the ride costs before you book.

  • Yes. When you book in the RiLo app, add the extra pickup as a stop before you confirm the ride. If everyone is heading to the same destination, this is the simplest way to travel together. You can also call us at 604-731-1111 and our dispatch team will set up a trip with more than one pickup.

  • Yes. Pre-book your trip in the app and your cab will arrive at the time you choose.

  • Yes. Black Top & Checker Cabs is an official YVR-approved taxi provider. You can pre-book a ride to the airport in the app, and for your trip home, our cabs are waiting at the taxi stands outside Arrivals.

  • A tip cannot be changed in the app once the trip is closed, but we can make sure your driver receives the right amount. Call 604-731-1111 with your booking number and the team will take care of it.

  • First, check that your phone number is entered correctly, including the area code, and that your phone can receive text messages. Then update to the latest version of the RiLo app and request the code again. Codes can take a few minutes to arrive.

    If it still doesn't come through, call us at 604-731-1111. We can help you sign in, or book your ride for you right away so you are not left waiting.