Introduction

To make sure that driver partners are compensated for their time and commitment when accepting a trip, we have implemented a cancellation fee. This helps to alleviate the frustration experienced by both riders and driver partners when cancellations occur.

When will a cancellation fee be charged?

If you decide to cancel a ride before a driver is assigned, no cancellation fee will be incurred. However, if you cancel after a driver has been assigned, a cancellation fee of ₹50 will be applied.

In a case of No Show

If the driver's wait time exceeds 20 minutes at the pickup location, you're marked a no-show and charged a waiting + no-show fee. A No-Show fee of ₹100 will be charged in case you don't show up for the ride.

How can you resolve your cancellation fee?

If you have a cancellation fee due for a canceled trip, it will appear as a pending payment that needs to be settled before you can proceed to book your next ride. When reserving a new ride, you will be presented with the choice to incorporate the pending payment into your current ride fare. This enables you to seamlessly continue with the booking process without significant interruption.

What can you do in case you’ve been unfairly charged a cancellation fee?

If you believe you’ve been charged a cancellation fee unfairly, particularly due to circumstances beyond your control—such as the driver canceling the trip or if you’re unable to establish a connection with the driver—you have the option to address this concern with our support team through these simple steps:

1. Navigate to ‘My Rides’ from the dashboard.
2. Choose the specific trip for which you wish to raise the issue.
3. Opt for the ‘Review my cancellation fee’ feature.
4. Provide details pertaining to your situation in the provided text box.

Rest assured, our support team will initiate contact if there are any inquiries. You’ll receive notifications regarding the progress of your query through in-app and email notifications. Alternatively, you can monitor the status within the ‘Review my cancellation fee’ section associated with the relevant trip.

In case of website bookings, the customer will be informed by emails/WhatsApp about any cancellation charges.