We understand that passengers are sometimes forced to cancel bookings due to unforeseen circumstances. However, last-minute cancellations impact our systems and disrupt our drivers. Therefore, in an attempt to reduce this and provide a fairer experience for drivers we've introduced a £5 passenger cancellation fee.
When do cancellation fees apply?
A cancellation fee will apply when a passenger cancels a booking 2 minutes after the driver has been allocated and the driver has driven more than 100m towards the pickup point.
When ordering a Ride (PHV) a cancellation fee can also be applied if the driver has had to wait 8 minutes or more, and the passenger is no where to be found at the selected pick-up point.
Taxi (Black Cab)
When ordering a Taxi (Black Cab) a cancellation fee can also be applied if the driver has had to wait 5 minutes or more, and the passenger is no where to be found at the selected pick-up point.
For more information regarding FREE NOW cancellation fees, please visit our FAQ page.
If you believe a cancellation fee was unfairly charged then please submit a request here.