Cancellation fees explained

Cancellation fees pay drivers for the time and effort they spend getting to your location. There are certain scenarios where cancellation fees apply for on-demand trips- these are outlined below. For the cancellation policies that apply to Uber Reserve, please see our article on Reservations.

To help ensure smooth pickups for riders and drivers, we recommend riders only request a ride when they are near the pickup location and ready to ride.

Rider-initiated cancels:

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

For UberX, Green, Taxi, Comfort, Business Comfort, Comfort Electric, and Premier ride types, if the rider cancelled 5 or more minutes after requesting. For Uber Pool, if the rider cancelled 2 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.
  • Your driver has not made progress to the pickup location.

Cancellation Fee will not be charged if the driver is expected to arrive 5 minutes later than the original ETA at the time of cancellation or is otherwise not making sufficient progress towards the pick-up location, as determined by Uber.

When you cancel in-app, you will be able to see if a cancellation fee is applicable.

Driver-initiated cancels:

If your driver cancels a trip after they’ve been waiting at your 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 Uber Pool, a wait time of 2 minutes is provided.
  • For UberX, Green, or Taxi trip types, a wait time of 5 minutes is provided.
  • For Comfort, Business Comfort, Comfort Electric, and Premier trip types, a wait time of 10 minutes is provided.
  • If you believe you were charged a cancellation fee in error, let us know in the “Review my cancellation fee” form.

**Please note that Taxi is currently only available in Victoria. **