Late Riders, Cancellations, and Payment Policy

Waiting Periods

• 10 minutes at all locations.
• 30 minutes for airport pickups.

Steps to Handle Late Riders

1. Check Arrival: Verify if the rider is present before departure.
2. Contact Rider: Call to confirm their ETA if they are not at the location.
3. Notify Support: Use the in-app Contact Support option to confirm the rider’s ETA and status. Not contacting support may affect ride status and payment.
4. Mark 'No Show':
   • If support confirms the rider won’t arrive or the rider cancels.
   • Solo Rider: Entire ride cancels; you'll receive $20 ($30 for airport pickups). If the outbound ride is cancelled, the return ride is also cancelled. No need to drive all the way to the return city.
   • Multiple Riders: Ride continues; cancellation fee does not apply.

Important Payment Notes

• Cancellation Payments:
  • $20 for missed rides ($30 for airport pickups).
  • Must loop in support for payment processing by end of the day.
• Airport Cancel (30-minute wait): $30 payment issued.
• No Payment if the rider was present, contact with support wasn’t made, or policy was not followed.

Policy Reminders

• Always wait if promised. Do not cancel without confirming with support.
• Incorrectly marking a rider as a ‘no show’ may result in no payment.

Need Help?

• Read our full Canceled Ride Policy.
• Check out our Driver Resources.
• Contact us directly in the app.