In an attempt to provide a fairer experience for drivers, we've introduced a £6 passenger cancellation fee for Ride tours and a £5 passenger cancellation fee for Taxi tours.
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:
- If the passenger decides to cancel the order 2 or more minutes after the driver has accepted the transportation services’ request, the passenger will be charged a £6.00 Cancellation Fee*
* Exceptions apply, e.g. cancellation fee will not be charged if a driver has not moved towards the pickup point
- If the passenger does not arrive within 5 minutes of the PHV driver’s arrival, and the PHV driver cancels your order, the passenger will be charged a £6.00 Cancellation Fee
- If the passenger does not arrive within 5 minutes of the Taxi driver’s arrival, and the taxi driver cancels your order, the passenger will be charged a £5.00 Cancellation Fee
| Ordered a 'Ride' (PHV) | a £6 cancellation fee will be applied if the driver has waited for 5 minutes or more and cancelled the trip |
| Ordered a 'Taxi' (Black Cab) | a £5 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!