When waiting for a passenger at the pick-up point (or within 200 metres of the pickup point), you must wait for a minimum of 5 minutes to be eligible for cancellation compensation.
Once you’ve arrived we recommend calling the passenger to let them know you're there. Please note - To be eligible for a Cancellation Fee, you must attempt to call the passenger.
For ad hoc/instant trips, you can start the meter 5 minutes after pressing ‘Arrived’ in the app. For prebook trips, you can start the meter from the prebook pickup time. If you have been waiting at least 5 minutes, and called the passenger, and there is still no passenger, you can cancel the booking and claim a Cancellation Fee.
To check the criteria to make a claim for a Cancellation Fee, click here.