Uber’s cancellation policy outlines that a fee will be charged when drivers accept a trip and proceed to the pickup location, but no trip occurs.
Cancellation fees compensate drivers for their time and are charged to your company’s Uber for Business account. A fee may apply in one of 2 situations:
1. Coordinator cancels
If you cancel the ride more than 2 minutes after the request has been accepted by a driver or if the driver has already arrived, you’ll be charged a cancellation fee. In some cases, your fees may be based on how far your driver has already driven.
2. Driver cancels
If your driver cancels after waiting at least 5 minutes at the pickup location, you’ll be charged a cancellation fee. Please make sure the rider is ready for pickup before requesting the ride. We recommend using flexible rides to avoid issues with cancellation fees.
A cancellation fee won’t be charged if:
- The trip hasn’t yet been matched with a driver
- The rider doesn’t redeem the ride via text message
If you see patterns of cancellations at a specific location, select the canceled ride under Completed or Past rides and then Request support to contact us for help.