If a carpool driver cancels or doesn't show up

The driver cancelled online

Passengers will be automatically refunded, including the service fee.

The carpool driver didn’t show up 

If the driver didn't show up to the meeting point and/or didn't cancel the ride online, you need to report that you didn’t travel together in Your rides within 24 hours of the departure time:

  1. Go to Your rides
  2. Select the booking you want to cancel and click Report you didn’t travel together 
  3. Tell us why you’re cancelling from the drop-down menu (provide as much detail as possible)
  4. Confirm

The cancellation will be subject to the terms of our Cancellation and refund policy. The driver will have 7 days to agree or disagree with you. If the driver agrees, we will refund you according to our Cancellation and refund policy. If the driver disagrees, we’ll review the case and keep you informed of the outcome. 

Please note: If your booking request was not approved, you will not be charged.


Have questions? Check out our Cancellation and refund policy.


* This article applies to domestic rides in the UK. When travelling abroad, the other country’s Cancellation policy will apply, and you won’t receive a refund if you were meant to pay for the ride in cash.

Didn't find what you're looking for? Contact us.

Was this article helpful?

3266 out of 6876 found this helpful