1. Cancelling as a passenger
You can cancel a booking from the app until the ride starts. What you get back depends on how long before departure you cancel, and is shown to you exactly before you confirm the cancellation.
The platform fee is not refunded on a cancellation you make, because the service it pays for (matching, booking and payment handling) has already been provided.
2. Cancelling as a driver
If you cancel a ride after passengers have booked it, every affected passenger is refunded in full, including the platform fee. Repeated cancellations affect your reliability record and may lead to suspension.
3. Passenger no-show
If you do not arrive at the agreed pick-up point and the driver has waited a reasonable time, the driver may report a no-show. A reported no-show is reviewed by our team before anything changes. Where a no-show is confirmed, the seat is treated as used and no refund is due.
4. Driver no-show
If the driver does not arrive, raise a dispute from the booking. Where we confirm the driver did not come, you are refunded in full, including the platform fee.
5. Cancellation by the Company
We may cancel a ride or a booking where we believe it is unsafe, unlawful, fraudulent or in breach of our terms, or where a driver or vehicle fails verification. Passengers affected by such a cancellation are refunded in full.
6. Circumstances beyond control
Where a journey cannot be made because of weather, road closure, civil disturbance, a vehicle breakdown or any similar event outside either party's control, we will refund the amount collected for the booking, less any part of the journey actually travelled. The Company is not liable for any further loss arising from such an event.