I should have received a cancellation fee for this trip

When a trip request is canceled or the rider doesn’t arrive at the pickup location, you may receive a cancellation fee from the rider. When a rider cancels after you’ve accepted their trip, you may receive either the standard cancellation fee or the actual time and distance you spent driving towards the pickup, whichever amount is more.

Rider-initiated cancels:

Cancellation fees may be charged to riders for the following scenarios:

• For most economy ride types (UberX, UberXL, Comfort and Pet) if the rider canceled 2 or more minutes after requesting
• For most Premium ride types (Uber Black, SUV, and Premier) if the rider canceled 5 or more minutes after requesting

We may charge a cancellation fee for the above scenarios unless:

• Your driver is currently dropping off another rider
• Your driver is running late or has not made progress to the pickup location

For Shared Rides, we charge a cancellation fee if you cancel your trip 2 minutes after it’s been accepted by the driver. If you cancel a trip after it has already begun, no cancellation fee will be applied. Depending on where you cancel during the trip, the amount you pay will either be a minimum fare, the upfront fare or the fare based on actual time and distance from the pickup to where the trip ended.

Driver-initiated cancels:

If a driver cancels a trip after they’ve been waiting at the rider’s pickup location for a specific amount of time, a cancellation fee will apply. These wait times vary depending on which Uber product you have requested:

• For most Economy types (UberX, UberXL, Uber Pet, and Assist) a wait time of 5 minutes is provided
• For most Premium ride types (Uber Black and SUV) a wait time of 15 minutes is provided
• For Comfort, a wait time of 10 minutes is provided
• For Shared Rides, a wait time of 2 minutes is provided

NOTE: If your trip is missing from your trip history on your Uber app, please take a look at the below Help Page. If it’s still missing you can contact us from the below page:

MY FARE ISN’T SHOWING IN THE APP

Fee amounts vary by trip type (UberX, UberX Share, UberBlack, etc) and city. Cancellation fees will appear on your weekly earnings statement. Cancellation fees are subject to a service fee.

Uber reserves the right to withhold, deduct, or reduce the amount of any cancellation fee payments that we determine or believe were in error, fraudulent, or in violation of Driver terms.

If you think that a cancellation fee should have been charged but was not, chat with us below to share the details of your trip.

Fee amounts vary by trip type (UberX, UberX Share, UberBlack, etc) and city. You can find details at driver.uber.com under “Fares.”

Time and distance-based cancellation fees will only accrue when you’re heading to a pickup. These cancellation fees apply to most trip types except UberBlack and UberSUV. Uber reserves the right to withhold, deduct, or reduce the amount of any cancellation fee payments that we determine or believe were in error, fraudulent, or in violation of Driver terms.

When you arrive at the rider’s pickup location you’ll see a countdown timer at the bottom of your app. If the timer hits zero and your rider is still not at the pickup location, you may be eligible for a cancellation fee.

Cancellation fees will appear on your earnings statement. Fee amounts vary by vehicle class and city. Time and distance pricing does not apply to Uber Reserve, which is paid as an upfront fare. Please note that the Uber Fee applies to the cancellation fee.

If you think that a cancellation fee should have been charged but was not, chat with us below to share the details of your trip.