Why was I charged a cancellation fee?

Why was I charged a cancellation fee?

When you order a ride you have 2 minutes to cancel the ride without a fee as your driver has already begun to drive towards the pickup location and is no longer available to accept other rides.

The cancellation fee is charged to compensate the driver for their time and mileage. This fee may vary by city, state, and market demand. You will also be charged a cancellation fee if the driver has to cancel upon arrival at the pickup for:

1. If you do not arrive to take the ride after 4 minutes of wait time
2. If you have too many riders, exceeding seating capacity, for the booked ride type
3. If you have a child that requires a car seat and you do not have one, or did not request a car seat ride at booking
4. The trip was booked for an unaccompanied minor. Our drivers cannot drive anyone under 18 years old without an adult present
5. If you didn’t provide the Rider Code that is shown on the main screen of the rider app, the ride could not be started.
The only exception to the 2 minute rule is if your driver is not traveling towards your pickup location and/or will not arrive in the estimated time frame given at the time of the ride request. Then you may cancel and request another ride without paying the fee. Scheduled rides may be canceled without a fee anytime before the driver has begun traveling towards the pickup location.

If you believe that you have been incorrectly charged a cancellation fee please contact us via the Rider Support Menu and we will gladly investigate the trip and refund the fee if it shouldn’t have been charged.

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