A cancellation fee is a compensation you may receive when a passenger cancels the trip after you have accepted the order or arrived at the pickup location.
Cancellation fees do not apply if:
- London: The passenger cancels the trip less than 4 minutes after you have accepted the order
- Rest of the UK: The passenger cancels the trip less than 3 minutes after you have accepted the order
- You marked that you have arrived too far from the selected pickup location
- You moved away from the pick-up location after you marked your arrival in the app
- You rejected the order in the app before you marked your arrival at the pickup location
- You started the trip when the passenger was not in the car, and then chose to cancel the trip.
Important:
- If a passenger does not show after 3 minutes, you should select the status “Client did not show”.
- If you have started the trip in the app without the passenger being present, please do not confirm the price of the trip in the app. Use the price review option and our team will review the order.
