Driver
Cancellation Policy
Understand when you can cancel, which reasons are protected, and how to review transparent performance metrics.
Cancellation Types
Penalties vary depending on when you cancel the ride.
No cash fine
Any driver-initiated cancellation
Impact
Contextual post-acceptance metric
Drivers do not pay a fixed cash fine. Only attributable cancellations after acceptance enter the metric; declining offers does not penalize the account.
Cash compensation
When the passenger pays a cancellation fee
Impact
80% to the driver (20% platform, provider costs)
If the passenger is charged for a late cancel or pickup wait, the driver receives the full compensation share.
Passenger late at pickup
After the modality free-wait window
Impact
Free cancellation for the driver
Drivers may cancel with no financial penalty if the passenger exceeds the modality free-wait time.
Valid Cancellation Reasons
These reasons are accepted for cancellation without severe penalties.
Cancel rate and compensation
No fixed cash fine for drivers. My Performance shows counters, period, sample, and reasons; cash compensation comes from the passenger fee.
Attributable post-acceptance cancellations
Only eligible and attributable events enter the rate. Protected reasons, technical failures, and passenger cancellations are excluded; there is no fixed cash fine.
Cash compensation
When the passenger pays a cancellation fee. You receive 80% (20% retained by the platform for provider costs).
Late passenger
After the modality free wait (Moto/Go 5 min, Flow/Bag 7 min, Prime 10 min). You may cancel with no financial penalty.
Compensation for passenger cancellation
Proportional fee (up to 30% of the estimate). You receive 80% when the passenger is charged (20% platform).
Moto and Go
Free pickup wait: 5 minutes. After the driver arrives, no extra charge within this window.
Flow and Bag
Free pickup wait: 7 minutes. Longer free wait for luggage or comfort boarding.
Prime
Free pickup wait: 10 minutes. Greater tolerance on the premium modality.
Compensation credits the driver wallet/payout. If the charge becomes a passenger pending debt, the advance follows the same rules as other platform debts.
Important Information
Frequent Cancellations
After a minimum sample, a pattern of attributable cancellations may lead to coaching, a warning, and temporary restrictions on benefits, scheduled rides, or Routine. Severe cases go to human review; a rate never automatically suspends an account.
How to Cancel Correctly
Always select the correct reason in the app. Protected reasons are excluded from the metric, and you can request a review of any event.
History by period
Metrics are recalculated for the last 100 offers and 7, 30, 90 days and all time, without combining everything into an opaque score.
Questions about Cancellations?
Contact us if you have questions about the cancellation policy.