Understanding cancellation and No-show fees

What are Cancellation and No-Show Fees?

Cancellation and no-show fees are charges that apply when either the passenger or the driver cancels a ride under certain circumstances. These fees compensate drivers for their time and effort when a ride doesn’t proceed as planned.

1. Cancellation Fees

A cancellation fee is applied when a passenger cancels a ride after a certain time period or when the driver is already on the way.

When Do Cancellation Fees Apply?

• Late Cancellation: If you cancel a ride after a specific grace period (5 minutes after booking), you will be charged a fee.

• Driver En Route: Once the driver has started heading to your location and you cancel, the fee helps cover their travel time and effort.

How to Avoid Cancellation Fees:

• Cancel Within the Grace Period: Cancel the ride within the allowed grace period to avoid fees. This is typically visible when you book the ride.

• Check Driver’s ETA: If the driver is too far away or delayed, you can cancel without fees in certain cases. Some services waive fees for cancellations made due to significant delays.

Why Cancellation Fees Exist:

• These fees compensate drivers for lost time, fuel, and effort. When rides are canceled after the grace period, it disrupts their schedules and reduces earning opportunities.

2. No-Show Fees

A no-show fee is charged when the passenger doesn’t show up at the pick-up location after a certain waiting period.

When Do No-Show Fees Apply?

• Driver Arrival: If the driver arrives at the designated pick-up location and waits for you but you don’t show up, a no-show fee will apply after the waiting period (usually 5-10 minutes).

• Passenger Absence: If the driver cannot locate you or reach you via phone after the waiting period, they can cancel the ride, and the no-show fee will be charged to your account.

How to Avoid No-Show Fees:

• Be on Time: Make sure to be at the pick-up location by the time the driver arrives.

• Communicate with the Driver: If you’re running late, message or call the driver through the app to avoid confusion.

• Accurate Pick-Up Location: Double-check that your pin is placed correctly in the app, so the driver goes to the right spot.

Why No-Show Fees Exist:

• No-show fees compensate drivers for the time they spent driving to the pick-up location and waiting for passengers who don’t appear.

Fee Amounts

Cancellation and no-show fee of ₱50.00

Disputing Cancellation or No-Show Fees

If you believe you were incorrectly charged a cancellation or no-show fee, you can dispute the fee through the ride-hailing app’s support center.

Common Reasons for Disputes:

• Driver Delay: If the driver was significantly late, you may be able to get the cancellation fee waived.

• Incorrect Pick-Up Location: If the driver went to the wrong location due to an app issue, you may be eligible for a refund.

• Emergency Situations: Some services allow fee waivers for emergency cancellations or valid reasons, like unexpected events.

To dispute a fee:

1. Go to the Help or Support section in the app.

2. Select the ride in question.

3. Choose the option to report an issue and follow the steps to explain your situation.

Conclusion

Cancellation and no-show fees are important to ensure fairness for drivers, but understanding how they work can help you avoid unnecessary charges. Always check the driver’s ETA and communicate clearly if something comes up to prevent being charged.