How to make sure you get paid for cancellations!
We have heard your feedback and we have changed our cancellation policy. The first-time cancellation waiver has been removed!
If you do all of the below and you qualify for a cancellation fee then you will get it!
When a cancellation fee applies
After accepting a request a $10 cancellation fee will apply if the client cancels or you cancel correctly through the app (assuming a client no show). The cancellation fee applies if the following occurs:
- The customer cancels 5 minutes after booking.
- You cancel (client no show) 5 minutes after arriving at the destination. Note this is from the time you arrive at the pick up location, not from the time you accept the job.
Note: If your ETA increases by more than 5 minutes (eg. you are stuck in traffic), the rider can cancel free of charge. To lower the risk of this it can be a good idea to call the rider if you think you will be much longer than the stated ETA.
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 qualify for any cancellation fees 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 Luke?” 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 ride.
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!
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