Driver Cancellation Policy

Last-minute cancellations disrupt operations and the rider experience. Frequent cancellations, especially within the hour of departure, affect your driver queue and account status.

Hitch may suspend or deactivate accounts for excessive cancellations or late cancellations based on the situation.

Important Notes

• Cancel a trip, and you won’t see other rides in that time block.
• Drivers start with 100 points, with gains and losses tracked.

Point System

• Cancellations 3+ hours before a trip: Lose 1 point
• Cancellations 3-1 hours before a trip: Lose 10 points
• Cancellations within 1 hour of a trip and/or After Departure Time: Lose 15 points
  • Missing any shared trip pickups (not due to rider lateness or cancellation) also incurs a 10-point loss.
• Successful trip completion: Gain 2 points

Penalty Thresholds

• Below 85 points: 1-day suspension
• Below 80 points: 2-day suspension
• Below 70 points: 3-day suspension
• Below 60 points: 5-day suspension