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FAQ

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Why was my business account charged a cancellation fee?

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.