Updated Cancellation Policy

May 2015 Update: Looking for help with a cancellation fee? Visit this page on help.uber.com.

 

What’s the Uber cancellation policy? That’s a question we get a lot – and until now, like a bad Facebook status, it was complicated. Drivers feeling burned after long pickups. Riders getting surprised by drivers showing up in 30 seconds (yes, it happens :) …)

Starting today, you will be charged a $10* cancellation fee only if you cancel more than 5 minutes after your driver has been assigned.

Why the change?

  • Simplicity – Peace of mind knowing you have 5 minutes to cancel in case something comes up.
  • Fairness – Drivers make a commitment to come to you after they accept a trip request. It costs them time and money to get to you. After more than 5 minutes, it’s only fair that drivers are compensated for the time spent.
  • A Better Uber – When riders cancel frequently, drivers feel burned and are less likely to accept pickups. This leads to drivers rejecting longer pickups or calling clients to make sure that they want a pickup. Uber is efficient and elegant transportation. Unnecessary phone calls and rejected pickups are not Uber.

The fine print:

  • If you cancel within 5 minutes, you won’t be charged.
  • If you tap the cancel button after 5 minutes, we will let you know that a $10* fee will apply if you confirm the cancellation.
  • If for any reason your driver takes too long to get to you (the current ETA prediction for your driver shows the driver would arrive 5 minutes over the original ETA we provided) then the cancellation charge will be waived.
  • If you are not at the pickup location or your driver cannot get in touch with you, our $10* cancellation fee will still apply.

So be sure to cancel as soon as possible to avoid a charge and more importantly, maintain the Uber equilibrium of happy riders and happy drivers :) And as always, if you have a question about a charge, just reply to your email receipt or reach out to your city’s community manager.

*NOTE: if in a non-US city, cancellation fee will be in your local currency. Examples: £10, $10 CAD, $10 AUD, 10 EURO. When canceling a ride with TAXI, the fee is $5.

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