CANCELLATIONS WITH CAUSE
Under SMC Chapter 8.37.080(C), cancellations by an app-based worker are considered with cause when any of the following conditions occur:
- Information provided pursuant to subsection 8.37.070.A.1 was substantially inaccurate; provided, that a customer’s alteration of a tip amount shall not constitute grounds for cancellation with cause;
- The app-based worker cannot complete performance of the offer because the customer is not present or fails to respond to communications from the app-based worker, the customer’s presence or response is required for the app-based work to complete performance of the offer, and the app-based worker has made attempts to contact and/or wait for the customer in accordance with an applicable network company policy, provided that the no-contact or limited-contact deliveries are not considered to require the end customer’s presence;
- Timely completion of the offer has become impracticable due to an unforeseen obstacle or occurrence; or
- The app-based worker makes a good faith complaint regarding sexual harassment or discrimination that is alleged to have occurred during performance of the offer.
PROCESS FOR REPORTING A CANCELLATION WITH CAUSE
To report a cancellation with cause, go to the link here. Provide the reason for the cancellation by selecting from the options provided. Provide any supporting information (such as a photograph) as well as a brief description of the reason for the cancellation. For example, to demonstrate that the store or restaurant was closed, include a photograph showing that the location was closed at the time you attempted to pick up the order.
DETERMINATION PROCESS AND TIMELINE
Upon submission of the information above, Uber will review the reason for the cancellation and any evidence and supporting documentation you provide to make a determination about whether the cancellation was with cause. Uber will make a determination after considering your submission for no less than 72 hours; if you do not communicate a reason for the cancellation, or you communicate a reason for the cancellation that is not a cause for cancellation listed in SMC 8.37.080.C, Uber may make its determination in less than 72 hours. Uber will then notify you of any determination pursuant to SMC 8.37.080.C.
Posted by Uber