Cancellation and disputes
Cancelling before a driver is selected. A rider may withdraw a trip request at any time before choosing an offer. Nothing is owed and drivers who offered are simply notified the request closed.
Cancelling after a driver is selected. A rider may cancel free of charge within three minutes of selecting a driver, or at any time if the driver has not started moving toward the pickup point. After that, cancelling once a driver is en route may count toward a rider reliability record; repeated late cancellations can lead to suspension.
If the driver or vehicle does not match. If the person or vehicle that arrives does not match the accepted offer — different driver, different vehicle, different licence plate — cancel the trip and report it. There is no charge, and the report is reviewed as a safety matter.
Driver cancellations and no-shows. Drivers who accept an offer and then fail to arrive, or who ask the rider to cancel, are recorded. Repeated occurrences lead to review and possible suspension.
Rider no-shows. If the driver arrives at the agreed pickup point, waits at least seven minutes and cannot reach the rider, the driver may cancel and record a no-show.
Fare disputes. Because the price is agreed before departure, the fare should match the accepted offer plus any adjustment recorded in the app with a reason. If the amount requested at the end of the trip does not match the fare breakdown, pay nothing more than the agreed amount and raise a dispute from the trip screen.
Raising a dispute. Open the trip in your trip history and select Report a problem, choosing the category that fits: fare, conduct, safety, vehicle condition, lost property or damage. Disputes should be raised within seven days of the trip while records are fresh.
How disputes are handled. Every dispute enters an administrator queue with the trip record, fare breakdown, both ratings and any prior reports attached. Administrators may contact either party for detail. The outcome and the reasoning are recorded against the trip, and both parties are notified in the app. Outcomes can include no action, a warning, a fare correction, a suspension or removal from the platform.
Settlement disputes for drivers. If a card settlement payment fails or was paid but not recorded, raise it before the deadline. Administrators can reverse an automatic strike where a genuine payment failure is established, and every reversal is logged with the administrator's name, the time and the reason.