Our departure schedule is set, static, and built around timely departures aligned with return ride times in their destination city. Rides must start at the departure time noted in-app. Waiting for a late rider disrupts the service and violates rider policies. It also impacts other riders waiting for you along the route.

Riders are expected to be at the pickup location at departure time, but we allow a grace period of 10 minutes from the scheduled departure time. Barring technical issues, rides depart by 10 minutes after departure.

✈️ For airport pickups, we allow a wait of up to 30 minutes due to uncontrollable delays in the airport at landing.

We anticipate you’ve made every effort to connect with the rider and complete an on-time departure. When the rider has advised you that they are running late, or you are nearing departure time and haven't been able to make contact with the rider, please adhere to the following:

1. Contact the Support team in-app immediately.
2. Wait for instructions on how to proceed. Typically, we want to contact the rider directly and determine the next steps.
3. Only directly approve a later departure time with the rider if the Support team has also approved this accommodation.
4. Do not leave the location or mark the rider as a ‘no-show’ without assistance from the Support team.

Please understand that you are not to provide rides to riders who arrive after our grace period, and we must be looped into all issues. There are exceptions, and we need you to communicate with us so we can approve these exceptions or provide the next steps. Your driver status may be impacted if you wait for a rider to arrive when we've not approved this exception.

If you had a single rider (shared, private, door-to-door) that was late and we decide that the rider will be too late to proceed - you will be issued a $20 cancellation payment. If you had an airport pickup that you waited at least 30 minutes for but could not connect with the rider, we would issue a $30 cancelation payment. Any trip canceled within ONE hour before departure is usually entitled to a cancellation payment. These are manually sent, so please reach out to the team through the app to alert us to the cancelation. Our support team may need to review the details of the cancelation and, with those findings, may determine whether the cancelation is or is not eligible for payment.

If only one rider is late, but the rest of the ride proceeds as usual, you do not receive a cancellation payment; you receive your regular fare. If it’s determined that our policy was not followed, this could impact these payments.

💡 Accepting an out-of-city ride is an 'at your own risk’ situation. We may only pay a cancelation payment on rides accepted outside of your home city if we've specifically asked you to accept another city's ride or to travel to another city's ride.