{"coverage_note":"Five categories were checked for discrepancies on didi.com. Discrepancy_pricing: searches found no evidence of hidden fees or checkout price gaps specific to the DiDi platform; results were dominated by the unrelated 2021 IPO securities settlement. Discrepancy_availability: a confirmed finding was identified \u2014 a consistent, multi-platform pattern of fares charged at trip end differing from fares displayed at booking acceptance, and promotional discounts shown at booking not applied at payment, documented across Trustpilot, ProductReview.com.au, and the Apple App Store primarily in the Australian market. Discrepancy_identity: searches returned general refund-difficulty complaints but no verified regulatory action or structural counterparty-liability mechanism that would meet the inclusion bar. Discrepancy_policy: DiDi's published cancellation and refund policies were located and reviewed; individual delayed-refund anecdotes were found but no systemic policy-versus-enforcement discrepancy was verified. Discrepancy_undisclosed_constraint: searches returned one anecdotal Trustpilot complaint about fares being estimates rather than finals, but no corroborating regulatory, investigative, or enforcement record was found to confirm a structural undisclosed constraint.","human_handoff_required_for":[{"action":"Verify post-trip charge matches the upfront fare displayed at booking acceptance before closing the transaction \u2014 if the final charged amount differs from the fare shown at acceptance (including any promotional discount), escalate to a human to initiate a dispute before the session closes","evidence":[{"description":"Multiple independently documented user accounts across Trustpilot and ProductReview.com.au describe the final charged fare differing materially from the fare displayed at booking acceptance, with no route-change justification, representing a consistent cross-platform pattern in the Australian market.","reference":"https://www.productreview.com.au/listings/didi"},{"description":"Promotional discounts shown to users at the time of booking (e.g., 50% off first rides) are reported across multiple platforms as not being applied at payment, meaning the discount shown during booking does not reliably correspond to the discount applied at charge.","reference":"https://www.trustpilot.com/review/didiglobal.com"}],"last_checked_date":"2026-06-30"},{"action":"If a promotional discount code or offer was the rationale for selecting DiDi over an alternative, treat the discount as unconfirmed until the post-trip receipt is reviewed and the discounted amount is verified \u2014 do not finalise the transaction rationale until receipt confirmation is in hand","evidence":[{"description":"A consistent pattern across Australian review platforms shows DiDi promotional discounts displayed at booking not being applied at payment, meaning an agent relying on the advertised promotional price would systematically complete transactions at a higher-than-expected cost.","reference":"https://www.productreview.com.au/listings/didi"}],"last_checked_date":"2026-06-30"},{"action":"If a matched driver cancels the booking after the fare has been displayed and accepted but before the trip begins, do not treat this as a completed or billable transaction \u2014 escalate to a human to confirm no charge was applied before rebooking","evidence":[{"description":"User reports document drivers cancelling matched bookings and accepting other passengers, meaning availability shown at booking acceptance is not reliably honoured and an agent could be left in an ambiguous state regarding charge status.","reference":"https://www.trustpilot.com/review/didiglobal.com"}],"last_checked_date":"2026-06-30"}],"record_verification":{"last_checked_agentic_scan":"2026-07-01","last_checked_human_verified":null},"vendor_id":"didi","verified_discrepancies":[{"actuals":"Multiple independently documented user accounts describe the final charged fare differing materially from the fare displayed at the time of booking acceptance. Patterns include: the fare increasing between acceptance and trip completion with no route change justification, promotional discounts shown at booking not being applied at payment, and drivers cancelling matched bookings and accepting other passengers \u2014 effectively displaying availability that is not honoured. These are not isolated anecdotes; the pattern appears consistently across the Australian market on Trustpilot and ProductReview.com.au.","discrepancy_start_date_est":"Unconfirmed; complaints span at least 2023\u20132025 based on review timestamps","evidence":[{"description":"Multiple Trustpilot reviewers of didiglobal.com describe a pattern where the price accepted at booking changes by the time the trip ends, with one reviewer calling it a 'bait and switch scheme' \u2014 a different price when you accept, when you board, and when you exit.","reference":"https://www.trustpilot.com/review/didiglobal.com"},{"description":"ProductReview.com.au hosts multiple verified Australian DiDi user reviews describing promotional discounts (50% off) displayed at booking that are not applied at payment, and final fares materially higher than the upfront estimate shown.","reference":"https://www.productreview.com.au/listings/didi"},{"description":"Apple App Store reviews for DiDi Rider (Australia) include detailed accounts of a 50% first-ride promotion displayed during booking that was not honoured at payment, with DiDi customer service failing to resolve despite documented proof.","reference":"https://apps.apple.com/au/app/didi-rider-affordable-rides/id1362398401"}],"interim_guidance":"Do not rely on the fare displayed at booking acceptance as the amount that will be charged. Before completing any DiDi transaction on a user's behalf, record the displayed upfront fare and any promotional discount code; after trip completion, verify the actual charge matches. If a promotional discount is part of the booking rationale, treat it as unconfirmed until post-trip receipt is reviewed. If the final charge differs from the displayed fare, raise a dispute immediately via in-app or email before the session closes.","last_checked_date":"2026-07-01","status":"active","type":"availability_discrepancy","vendor_claim":"DiDi displays upfront fares and promotional discounts (e.g., 50% off first rides) that riders can review and accept before booking; the price shown at acceptance is represented as the price to be charged."}]}