Carpool cancellation and refund policy

Driver

  • If the passenger doesn’t show up at the meeting point, we’ll compensate the driver for the entire passenger contribution. It’s unfair for drivers to wait, so passengers should cancel their booking beforehand.
  • If the passenger cancels more than 24 hours before departure, we’ll refund their booking, excluding service fees.
  • If the passenger cancels in the last 24 hours before departure, we’ll refund them 50% of the booking, excluding service fees. We’ll also compensate the driver 50% because the passenger cancelled shortly before the ride.
    If booked in the last 24 hours before the ride but cancel within 30 minutes of booking, we’ll refund the passenger booking, excluding service fees.

Passenger

  • If the driver cancels a booking, we’ll fully refund the passenger, including service fees.
  • If the driver should’ve cancelled a booking online but didn’t, the passenger should inform us that they didn’t travel together by cancelling the ride within 24 hours of the departure time. They must select why this ride couldn’t happen and provide all relevant details.
    The driver will get the next seven days to agree or disagree. We’ll fully refund the passenger if the driver agrees, including service fees. If the driver disagrees, we’ll ask them to provide details. We’ll process the refund according to our Cancellation and refund policy. Keep an eye on your emails because we may contact you to ask for more information.

You’ll see the refund in your account within a few days if eligible. You can check the service fee and refund information in Payments & refunds.

* This article applies to domestic rides in the UK. When travelling abroad, the other country’s cancellation and refund policy will apply. There are no refunds or compensation when the passenger is meant to pay for the ride in cash.

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