How is the Cancellation Rate Determined?

Your cancellation rate reflects the percentage of trips you cancel relative to the total number of trips you’ve accepted in the past 30 days. This covers:

• Trips you accept: Only the trips you’ve committed to are counted
• Trips you cancel: Every trip you cancel after accepting will affect your rate
• Trip requests received: Your rate is recalculated based on the last 100 trip requests received
• Exclusions: Trips cancelled by the rider, cancelled by the system, or trips you cancel after arriving at the pick-up location are not counted against you

Where to find your cancellation rate

• Driver app: Open the driver app
• Profile section: Go to your profile, which is at the top
• View rate: See your current cancellation rate clearly displayed there

Improving your cancellation rate

• Accept more trips: By increasing the number of trips you accept, you have a chance to offset past cancellations
• Time is on your side: Since the rate only considers the last 100 trip requests received, less frequent cancellations will quickly improve your score

Reminder

We can’t adjust your ratings or trip stats after they’ve been recorded. Your acceptance rate, cancellation rate, and rider ratings are all calculated based on your actual trip activity, which means they are final once submitted. This helps ensure fairness and consistency for everyone using the platform.

Need to cancel?

• If you’ve reached the pick-up spot and decide that you can’t continue with starting the trip, cancel the trip. *This type of cancellation will not be factored into your cancellation rate

Remember, maintaining a low cancellation rate keeps the platform reliable for riders and can contribute to a positive experience for everyone.