The cancellation fee is £6 for Rides (PHV, private car), and £5 for Taxi (Black Cab), and it compensates the driver for the time and resources spent*.
We apply a cancellation fee when:
- The driver cancels after arriving at the pick-up point and waiting for 5 minutes
- The passenger cancels 2 minutes after a driver accepts and is on his/her way to the pick-up point
Find more information about cancellation fees in our FAQs.
If you want to claim a cancellation fee, contact our Passenger Care Team.
*Important: from 19/02/2024, our cancellation fees will be the following ones:
- If the passenger decides to cancel the order 2 or more minutes after the Driver has accepted the request for transportation services, a £6.00 Cancellation Fee for a PHV Trip or a £5.80 Cancellation Fee for a Taxi Trip will apply.
- For pre-booked trips, if the passenger decides to cancel an accepted order less than 60 minutes before the scheduled pick-up time, a £10 Cancellation Fee will apply.
- If the passenger does not arrive within 5 minutes of the PHV Driver’s arrival, and the PHV Driver cancels their order, a £6.00 Cancellation Fee will apply.
- If the passenger does not arrive within 5 minutes of the Taxi Driver’s arrival, and the Taxi Driver cancels their order, a £5.80 Cancellation Fee will apply.