How to make sure you get paid for cancellations!
You asked, we listened! We have changed our cancellation policy. The first-time cancellation waiver has been removed!
Please see the process in this video to see how you can cancel a trip.
When a cancellation fee applies
After accepting a request, a $10 cancellation fee will apply to the rider if the following occurs:
- The rider cancels 5 minutes after booking.
- You cancel 5 minutes after arriving at the pick up point (you have pressed ‘arriving’ button) because the rider is not there (client no show).
Note: If your ETA increases by more than 5 minutes (eg. you are stuck in traffic), the rider can cancel free of charge.
Please note: This is an automatic system. If the fee does not appear at the end of the trip then it did not qualify. If you think it is missing, then please check your dashboard 24 hours after the trip before contacting us as it will often be there!
To make sure you receive the correct fare, please remember to do the following:
1. Always confirm the riders name before you allow them into the car.
Do this by asking them an open question like “Can I have your name please?”. If they cannot provide the correct name do not allow them in the vehicle.
You shouldn’t ask, “Are you Sally?” or “Did you order an Uber?” as they’re likely to say yes and jump in the car anyway!
If the car was booked by a friend ask for the friends name, if they can provide this you can be confident you’ve got the right rider.
2. Do not start the trip until the correct rider is in the car.
If you begin a trip before the rider gets in the car there is always a chance that they will not show up or they will cancel. If this happens the rider will be charged for a fare instead of a cancellation, which we will refund in full.
This will mean you don’t get paid for the trip or get a cancellation fee!
If you have any questions, feel free to shoot us an email to firstname.lastname@example.org
We’re looking forward to seeing you online!
Barry, Sam and the Uber Perth Team