Cancellation Policy

We understand that there might be situations when you need to cancel your request. Please note that in some cases you will be charged a cancellation fee.

When cancellation fees apply

Cancellation fees are applied in the following situations:

If you cancel your request after the "free cancellation" period has passed. This depends on the city where you order your trip.
When cancelling, the app will warn you of the possibility of being charged for the fee.
You can find the cancellation fee amounts for each category in the app. Simply select a category and click on the info sign next to the category name.

How to check if you were charged a cancellation fee

If cancelling a trip is subject to a cancellation fee:

You will get a notification in the app when cancelling your ride. You can either accept the cancellation fee or wait for the driver to arrive and take the ride.
You will receive an invoice to the email address specified in the app with the cancellation fee amount that you were charged.

Free cancellation window

You won't be charged a cancellation fee if you cancel your request within 2 minutes from the moment driver accepted your request or if a driver cancels the request without waiting for you for at least 3-8 minutes, depending on the market.

Authorisation fee vs cancellation fee

Note: The authorisation fee can be mistaken for the cancellation fee. The authorisation is a temporary card verification hold to check your card's validity. This pending charge is either returned immediately or within 14 business days.

It was the authorisation fee, not a cancellation fee if:

You haven't received notification in the app about the cancellation fee when cancelling a ride
When you check the cancelled order in your ride history in the app, you can't see the trip price.

Contact support

If you have any questions or think that you were unfairly charged the cancellation fee, please contact our Support team via the app.

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