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When a trip request is cancelled or the rider doesn’t arrive at the pickup location, you may be eligible for a cancellation fee from the rider. When this happens, you may receive either the standard cancellation fee or in some markets the actual time and distance you spent driving towards the pickup, whichever amount is more.

Eligibility

You may be eligible for a cancellation fee when a rider cancels a trip request after you have accepted the trip.

The rider has a small window of time after requesting the trip where they can cancel without having to pay a cancellation fee. They can cancel within 2 minutes of requesting most economy trip types (UberX, UberXL, Comfort, and Pet). They can cancel within 5 minutes of requesting most premium ride types (Uber Black, SUV, and Premier). If the rider cancels after this window, you will receive a cancellation fee.

If you’re currently on an active trip and the rider for your next trip cancels, you will not receive a cancellation fee, since you’re already on a trip and you haven’t started making your way to the next pickup location yet.

You may also be eligible for a cancellation fee when a rider doesn’t arrive at the pickup location within the allowed wait time limit.

The wait time limit varies depending on which product the rider requested. For most economy types (UberX, UberXL, Uber Pet, and Assist) a wait time of 7 minutes is provided.

If you wait at the pickup location for the entire allotted wait time limit, you can either wait longer or cancel the trip. If you wait longer and the rider eventually arrives at the pickup location, you can complete the ride and receive a wait time fee. If you cancel the trip, you will receive a cancellation/no-show fee.

For more information about wait time limits and fees, see our wait time article.

Steps to Qualify for a No-Show Fee

1. Arrive: An in-app countdown will start once you’re within 50 meters of the pickup location.
2. Wait: When the in-app countdown reaches 0:00, the timer will start counting up again to track how late the rider is. If the timer turns red before the rider arrives, then you’re eligible for a no-show fee.
3. Cancel: Select the rider icon with the red warning, then select the option Rider did not show up. If you want the cancellation fee, make sure the box is checked where it says Charge the rider a fee, then select Cancel Trip.

If you don’t complete all of these steps, you may not be eligible for the cancellation fee.

When can I cancel a trip without being penalized?

There are certain other situations where you can cancel a trip without any penalties to your account.

• Safety concerns
• Unaccompanied minors
• Too many passengers for your vehicle

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, contact us below to share the details of your trip.

Title: Cancellation fee

Subtitle: We can check to see whether you were eligible for a cancellation fee.

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