We will reimburse cancellation fees to the customer if, after review, we determine that the driver was at fault, and caused the customer to cancel and incur a fee.
This can happen in the following circumstances:
- The driver is not heading directly to the pickup point
- The driver is not waiting at the correct pickup point
Our system is able to show the pickup point as well as the route the driver has taken towards the pickup point. We will make adjustments based on this information, as well as feedback from passengers and drivers.