In an attempt to provide a fairer experience for drivers we've introduced a £5 passenger cancellation fee (£6 from 7th February 2022).
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. Below you'll find information on how and when cancellation fees are applied.
A cancellation fee will apply:
- When a passenger cancels a booking 2 minutes after a driver has been allocated and the driver has driven more than 100m towards the pickup point.
- If the driver has waited at the pick-up point over a certain amount of time, and they've decided to cancel the trip. This waiting time varies depending on the fleet you've booked.
|Ordered a 'Ride' (PHV)||a cancellation fee will be applied if the driver has waited for 8 minutes or more and cancelled the trip|
|Ordered a 'Taxi' (Black Cab)||a cancellation fee will be applied if the driver has waited for 5 minutes or more and cancelled the trip|
For more information regarding FREE NOW cancellation fees, please visit our FAQs
If you believe a cancellation fee was unfairly charged, please contact our Passenger Care Team directly. They'll be happy to help!