As is always the case, riders and drivers can cancel a trip for any reason, and this includes if the other person isn't wearing a face cover or mask. You can refer to the links below for the CDC's guidance regarding how to make your own face cover as well as tips we've worked on with the CDC to share how to properly wear a face cover or mask. Please note that failure to comply with Uber's policies (including Community Guidelines) may result in a driver cancelling and a rider being charged a cancellation fee. Additionally, reports of not wearing a face covering or mask when riding with Uber can result in losing access to the app.
WHEN WILL YOU BE CHARGED A CANCELLATION FEE - Shared Rides: If you cancel more than 1 minute after your POOL request has been accepted OR if your driver cancels after waiting at least 2 minutes at your pickup location. - Economy Rides: If you cancel more than 2 minutes after your UberX request has been accepted OR if your driver cancels after waiting at least 5 minutes at your pickup location(10 minutes for Comfort rides). - Premium Rides: If you cancel more than 5 minutes after your Black or BlackSUV request has been accepted OR if your driver cancels after waiting at least 15 minutes at your pickup location. If you cancel multiple trips in a short period of time, you may receive a grace period when cancelling future trips. A cancellation fee won't apply if we detect that your driver hasn't made progress to your pickup location or if your driver is 5 or more minutes late. (NOTE: In some cases, your cancellation fees will also be based on how far your driver has already driven). DO YOU THINK THAT YOU WERE CHARGED A COMPLETE FARE THOUGH THE RIDE WAS CANCELED? What looks like a charge on this trip is likely an authorization hold. At the start of a trip, Uber may place a temporary authorization hold for the upfront price of the trip on your payment method. This also includes trips that are later canceled. Uber immediately voids the hold, though it may take a few business days to reflect in your account (depending on your bank's policies). If you believe you were incorrectly charged a cancellation fee, please enter the date below and we'll get back to you!