If a carpool driver cancels or doesn't show up

The driver cancels online

Passengers will be automatically refunded, including service fees.

The driver didn't cancel online

If the driver didn't show up at the meeting point and/or didn't cancel the ride online, it’s important that the passenger lets us know (within 24 hours of when the departure time for the ride) that ride didn’t go as planned by cancelling their booked ride:

  1. Go to Your rides
  2. Select the booking you want to cancel and then Cancel this booking
  3. Tell us why you’re cancelling from the drop-down menu (provide as much detail as possible)
  4. Confirm

The driver will get 3 days to agree or disagree with you. If the driver disagrees, we’ll process the refund using the information we receive. 

Have questions? Check out our Cancellation 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.

Was this article helpful?
Didn't find what you're looking for? Contact us.