Your Cancellation Rate measures the percentage of accepted trip offers that you cancel. Keeping your cancellation rate low helps maintain platform reliability, ensures smooth service for passengers, and keeps earnings consistent for drivers.
You can check all your metrics performance - Rating, Acceptance Rate and Cancellation rate - from your profile in your app!
What counts towards your Cancellation Rate?
Your rate is calculated based on driver-initiated cancellations over a rolling 7-day period. However, not all cancellations impact your score. The following rules apply:
- Driver Cancellations: Any trip you accept and subsequently cancel (e.g., cancelling on approach or after arrival) counts towards your Cancellation Rate.
- Passenger Cancellations: If a passenger cancels the trip, it does not count against your Cancellation Rate.
- Pre-bookings & Excluded Offers: Specific pre-booking rules or passenger no-shows (where arrival time and waiting requirements are met) are handled separately and do not penalise your score.
How is the 7-day window calculated?
Your Cancellation Rate follows the exact same rolling 7-day calculation window as your Acceptance Rate:
- When you take action during your shift: Every time you accept, complete, or cancel a trip, the system immediately calculates your rate based on your activity over the exact last 7 days (down to the hour and minute) and stores it.
- Every night at midnight: An automated system job runs at midnight (12:00 AM) to recalculate your rate for the last 7 full days. This updated score is saved and becomes your official rate until your next trip action or the next midnight update.
💡 Practical Example: How your rate updates on a day off
Suppose today is October 1:
Sept 24 (7 days ago): You accepted and cancelled 3 trips due to heavy traffic during a shift. These 3 cancellations increased your Cancellation Rate for the week.
Sept 25 – Sept 30: You completed all accepted trips without cancelling. Your Cancellation Rate stayed stable based on your active trip history.
Oct 1 (Day Off): You stay offline and do not take any trips all day.
Oct 1 at Midnight (12:00 AM): The system automatically recalculates your rate for the period of Sept 24 (12:00 AM) to Oct 1 (12:00 AM). The 3 cancellations from Sept 24 fall outside the 7-day window, so your Cancellation Rate automatically improves on Oct 2 morning without you completing a single trip!
The Warning & Suspension System
If your cancellation rate exceeds the acceptable threshold indicated in your app, our system triggers a multi-step warning process to give you time to adjust:
- First Notification: You will receive an in-app alert informing you that your cancellation rate has exceeded the recommended threshold and prompting you to avoid cancelling accepted trips.
- Second Reminder (24 hours later): If your cancellation rate does not improve within 24 hours of the first notice, a second alert will remind you that your account is at risk of temporary suspension.
- Temporary Account Block: If your performance does not improve after both notifications, your account will be temporarily suspended (access to offers suspended for 24 hours to 3 days depending on your market). Any accepted pre-booked rides during a suspension period will be unassigned.
Pro Tips to Keep Your Cancellation Rate Low
- Review trip details before accepting: Check the destination and pickup distance before accepting an offer to avoid needing to cancel later.
- Use 'Busy' mode when taking a break: Switch your status to Busy or log off whenever you are unavailable, so you don't accidentally accept offers you cannot complete.
- Contact the passenger first: If you encounter traffic or trouble finding the passenger, send a quick message or call via the app before deciding to cancel.