If your passenger cancels too late or doesn't show up in time, they will be charged a £5 cancellation fee, and it will be automatically added to your next payment run (minus commission).
Standard ad-hoc and prebooked trips booked via the FREE NOW app are all eligible for a cancellation fee of £5 on rides which meet the following criteria:
- The passenger cancels 2 minutes or more after you have accepted the booking
- You have driven 150 m towards the pickup point
- You cancelled the ride after waiting at the pick-up point for a minimum of 5 minutes
- You called the passenger in the first 5 minutes
Currently, business account bookings and cash jobs are not eligible for cancellation fees, but we are working to fix this.