Driver Announcements

Keeping you informed: UberPool cancellations

November 16, 2018 / Sydney

Cancelled trips with UberPool don’t often happen, but it’s still important to know how they work.

That’s why we’ve put together this blog post; to explain how cancellations work for trips with UberPool, both for when a rider cancels, and when you cancel.

In this post, we’ll cover:

  1. How to cancel if you have to wait more than 2 minutes for a rider.
  2. What happens if a rider cancels their trip.
  3. What happens if a rider cancels when they’re already in the car.

Riders have 2 minutes to meet you once you arrive at the pickup point

With UberPool, after you arrive at the pickup point, riders have 2 minutes to meet you. After this time, if you cancel you will be paid a cancellation fee. This is different to UberX trips, where riders have 5 minutes to meet their driver.

Cancellation windows are smaller for UberPool than for UberX to avoid inconveniencing other riders on the trip.

There are 2 kinds of UberPool cancellation fees you will receive

  1. a $7 cancellation fee minus the Uber Service Fee if you cancel a trip after waiting 2 or more minutes for the rider at the pickup point.
  2. a $4 cancellation fee minus the Uber Service Fee if a rider cancels a trip 60 seconds or more after you accept the trip and these additional conditions are met;
    1. You have made progress toward the rider and,
    2. You are not on another trip and,
    3. You are not arriving more than 5 minutes after the ETA.

Here’s how it works when a driver-partner cancels a trip with UberPool

  1. When you arrive at the rider’s pickup location, the Driver app will begin a 2 minute countdown.
  2. We recommend you wait 1 minute for your rider before contacting them to let them know you have arrived. They may be on their way to the pickup location.
  3. After 2 minutes, you can cancel the trip and select ‘rider no-show’ in the app.
  4. You’ll be paid a cancellation fee of $7, minus Uber’s service fee.

You can then continue on to the next pickup if you have one, wait for your next trip request, or go offline.

Riders have a 60 second cancellation window once you accept their trip request

If the rider cancels within 60 seconds of being matched with you, you will not be paid a cancellation fee. If you have accepted a trip, the rider cancels after 60 seconds and all 3 conditions outlined above are met, you will be paid a $4 cancellation fee, minus Uber’s service fee. This is because if a rider cancels in under 60 seconds, you’re unlikely to have already taken much of a detour to pick them up before they cancelled. On the other hand, when they cancel after 60 seconds, you’re likely well on your way to pick them up.

What happens if a rider cancels when they’re already in the car?

If a rider is already on trip with you and cancels for any reason, you will receive the same upfront fare that you saw at the time of accepting the trip, unless you are very early on in the trip, in which case you will likely instead be paid for the time and distance you have already spent on trip.

As discussed in our previous blog post on service fees and fares, it is rare that the upfront fare will be adjusted for trips with UberPool. So, if a rider is already on trip with you and cancels for any reason, you will most likely still receive the upfront fare.

If a rider cancels when you’re on your way to pick them up, and you already have another rider on trip with you, you’ll receive the fare for the first rider. A cancellation fee for the second rider may apply, depending on whether or not they cancelled within 60 seconds (and whether the additional conditions outlined above are met).

We’re educating riders so they better understand how cancellations work with UberPool

When riders cancel, we’re explaining why they’ve been charged a fee, how those fees work and also encouraging them not to cancel.

Still have questions about UberPool? Let us know below