Driver
Cancellation Policy
Understand when you can cancel, applicable penalties, and the impact on your reliability score.
Cancellation Types
Penalties vary depending on when you cancel the ride.
No cash fine
Any driver-initiated cancellation
Impact
Cancellation rate (cancel rate)
Drivers do not pay a fixed cash fine. Frequent cancellations raise your cancel rate and may affect offers.
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. Cancellations affect cancel rate; cash compensation comes from the passenger fee.
Cancellation rate (cancel rate)
Frequent cancellations raise your cancel rate and may reduce offers. There is no fixed cash fine for drivers.
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
Frequent cancellations may lead to temporary or permanent account suspension. Cancel only when truly necessary.
How to Cancel Correctly
Always select a cancellation reason in the app. Valid reasons reduce the impact on your score.
Score Recovery
You can recover your score by completing rides successfully and keeping positive ratings.
Questions about Cancellations?
Contact us if you have questions about the cancellation policy.