Ride Cancellation & No-Show Policy
Clear, fair guidelines for drivers and passengers on cancellations, no-shows, and refunds — so everyone knows what to expect.
Quick Reference — Passenger Cancellation Refund Matrix
| Cancellation Window | Passenger Refund | Driver Keeps | Notes |
|---|---|---|---|
| 48+ hours before | 100% | 0% | Full fare back |
| 24–48 hours before | 75% | 25% | Driver partial comp |
| 2–24 hours before | 50% | 50% | Split fare |
| Under 2 hours / No-show | 0% | 100% | Full fare to driver |
| Driver cancels (any time) | 100% | Penalty applies | Passenger protected |
Cancellation & No-Show Policy Overview
Why This Policy Exists
Last-minute cancellations and no-shows disrupt carefully planned journeys for all parties. This policy ensures fair treatment for drivers who depend on confirmed bookings and passengers who plan their travel around confirmed seats.
Cancellation Windows
Refund amounts depend on how far in advance you cancel relative to the scheduled departure time. Earlier cancellations result in higher refunds; cancellations within 2 hours of departure carry no refund.
Mutual Respect Principle
Both drivers and passengers have obligations. Drivers who cancel confirmed bookings face equivalent penalties to passengers who cancel late. The Platform enforces these rules consistently.
Impact on Ratings
Cancellations and no-shows negatively affect your user rating and reliability score. Users who cancel frequently or accumulate multiple no-shows may have their booking privileges temporarily suspended.
Notification Requirements
If you need to cancel, do so through the app as soon as possible — never ghost the other party. In-app cancellations trigger automatic notifications, refund processing, and documentation for dispute purposes.
Strike System
How Violations Affect Your Account
Courtesy warning added to account record. No restrictions.
Formal warning issued. Listing visibility may be reduced for 7 days.
30-day booking suspension. Account review by trust and safety team.
Strikes are accumulated per 12-month rolling window. Violations are reset after 12 months of clean activity.
Need Help with a Cancellation?
If you have questions about a specific booking, refund, or no-show situation, our support team is available 7 days a week.
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