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.
If you cancel multiple trips in a short period of time, you may receive a grace period when canceling 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.
Cancellation fees vary by location and may increase depending on how busy it is. In some cases, your cancellation fees will be based on how far the driver has already driven, how long it took the driver to arrive at your pickup location, and the time your driver has been waiting.
The wait time fee grace period and the commencement of the no-show window start at the time of a driver’s arrival at a pick-up location. A driver’s arrival time is based on technology that uses GPS coordinates, which does not always perfectly correspond to real world coordinates.
We periodically experiment with changes to the cancellation policy. As a result, cancellation fees may be waived for a small subset of randomly selected cancellations.
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!
Please let us know by completing the form in the link below: