Perth Cancellation Policy

Starting this week we have formally set our weekly city driver cancellation threshold to 10%. Based on factors including minimum trip count, exceeding this threshold by a large margin and instances of calling and cancelling on riders we will start notifying you via SMS, email and via the app.

If after two notifications there is no apparent improvement we reserve the right to deactivate your account as per our deactivation policy.

FAQ

Is this a new policy?

No. This is merely communications surrounding Perth’s driver cancellation threshold. Nothing in the deactivation policy has changed.

Why do we have this driver cancellation limit in place?

We want to ensure that requests go to drivers that are willing to take them and ensure a seamless experience for your riders. We understand that you have to cancel trips on a sporadic basis and this threshold is not designed to frustrate these cancellations.

This threshold is in place to ensure we keep the platform equitable for all drivers by minimising instances of drivers cancelling after calling their riders for their destination.

Does this affect my acceptance rate?

This is unrelated to your acceptance rate. Driver cancellations are only counted if a driver cancels after accepting a trip.