Cancellation Policy

Riders can cancel a requested or matched ride from the trip screen. You'll be asked to select a reason, such as the driver taking too long, the driver not moving, being unable to reach the driver, or simply changing your plans.

Drivers can cancel a matched trip too, for example if the rider isn't at the pickup point, isn't responding, the pickup is inaccessible, or for a genuine safety concern.

Senders can cancel a requested delivery before or shortly after a biker is matched, selecting a reason such as the biker taking too long or plans changing. Dispatch bikers can likewise cancel, for example if the package isn't ready, the pickup location is inaccessible, or the item appears unsafe or prohibited.

Cancelling shortly after a driver or biker has already started moving toward you may incur a small cancellation charge, to fairly compensate the partner for their time. This is shown in the app before you confirm a cancellation.

If a rider or sender isn't reachable or available within a reasonable time after the partner arrives, the driver or biker may end the trip as a no-show, which is treated differently from a standard cancellation.

Occasional cancellations are normal. A pattern of frequent cancellations, from either side, may affect matching priority or account standing, since it affects reliability for everyone else on the platform.