We all have last minute problems... And yes, no one can foresee the unexpected!
If your trip has been cancelled by your driver: once you have arrived at the pick-up point, your driver has 5 minutes to wait for you. After this time, and if he is unable to reach you by phone, you will be charged a cancellation fee. Indeed, a driver cannot allow himself to wait too long at the point of taking charge of a passenger because it interferes with his work.
Remember to check that your phone number is correct and updated in the application, so that the driver can call you easily and notify you of his arrival.
If you have cancelled your trip: after 5 minutes of acceptance from your driver, a cancellation is synonymous with a fee. Indeed, this late cancellation penalizes your driver since he was already moving towards you, it is thus normal that he is compensated for the ride and the rides potentially missed during this lapse of time.
Of course, if you tried to call the driver but they were unreachable or not heading your way after several minutes of waiting, you can safely cancel and no charge will be made.
If you think there is an error in the fees charged for a cancellation, tell us about it! And give us as much information as possible about the ride and the reasons for its cancellation in the following form, so that we can do what is necessary.
