If your question is about a cancellation by a driver:
If you find yourself here, it means that your ride was cancelled, and you were not able to travel as you wished. Not good. We always recommend calling your driver to check that he is going to the meeting point, and then it creates a first contact. If you want to tell us more about this cancellation, please fill in the following form and don't forget to specify the right route concerned by the cancellation.
If your question concerns a cancellation made by you:
You can cancel your trip at no cost if the driver is unfortunately unreachable, late or not heading in your direction. Don't worry, no fee will be charged in these cases. If you ever notice an error, we will check all the elements. You can then fill out the following form, making sure to specify which route it is. We will look in detail at what happened and what caused the cancellation.
If your question is about cancellation fees on a trip:
We have implemented the cancellation fee to compensate drivers who lose time and money traveling to requested addresses for nothing. The fee only applies when we verify that the driver has shown up and moved to the address you entered in the app without finding you there.
If you think this is a mistake, you can contact us. You can confirm the ride in question and we'll see what happened in detail. Make sure that the route is the right one so that we can look at the right information.
