Understanding Cancellation Fee

July 11, 2017 / India

Cancellations can be frustrating for riders and driver partners alike. Therefore, in order to ensure that driver partners are fairly compensated for their time when committing to a trip, we have ensured that a cancellation fee is in place. 

Here are some pro-tips to ensure a smooth Uber ride:

To avoid cancelling your ride, ensure before requesting

  • Your pick-up location is correct
    Always double-check your pick-up location on the map before hitting the ‘Request’ button. Pinning your location properly will save time for both – you and your driver.
  • You’re ready for your ride
    Be ready to hop into your Uber when it arrives. With ETAs as low as 5 mins, your Uber is just around the corner.

When will a cancellation fee be charged?

If you cancel within 5 minutes of booking, no cancellation fee will be charged. However, cancellation fee will be charged on account of

  • Cancellation after 5 minutes of booking
  • Cancellation fee due to no show
    You will be charged a cancellation fee in case of a no-show or when you fail to meet your driver-partner within certain minutes.
    – For a POOL ride, the rider is required to start the trip within 2 minutes of the arrival of the ride
    – For a non-POOL ride, the rider is required to start the trip within 5 minutes of the arrival of the ride

  How can you clear your cancellation fee?

  • Incase of cash trip:
    You will receive a notification to ensure that you are aware of the fee that will be added to your next trip. The cancellation fee for a cancelled cash trip will automatically be charged to your next cash trip. 

  • Incase of a Paytm, debit or credit card trip:
    The cancellation fee for a cancelled trip booked through either of the following payment methods would appear as arrears to be cleared before you book your next trip. You could also choose to clear this arrear by adding this amount to your next cash trip.

   What can you do if you were charged a cancellation fee unfairly?

  • Raise an in-app ticket
    You could use the in-app Help feature (from the top left corner of the app) if you feel that you have been charged a cancellation fee unfairly and due to factors beyond your control like driver cancelling the trip or if you’re unable to connect to the driver