Cancellation policy

The cancellation fee is a necessary measure to compensate drivers for their time and effort in responding to journey requests. It helps ensure a fair and sustainable system for both drivers and customers. However, a cancellation fee will not be applied on all the journeys. The applicability of the cancellation fee is explained in detail below.

Cancellation Fee Applicability

The cancellation fee logic varies between on-demand and scheduled journeys, considering factors like pick-up time, driver arrival, and vehicle category.

On-demand Journeys

• Cancellation after the driver's arrival at the pick-up location:
  • Taxi: Minimum fare of AED 12 will be charged.
  • Taxi Max: Minimum fare of AED 12 will be charged.
  • Zed: Minimum fare of AED 16 plus any pre-pick-up wait time fee incurred will be charged.
  • Zed Max: Minimum fare of AED 20 plus any pre-pick-up wait time fee incurred will be charged.

Scheduled Journeys

• Scheduled journeys cancelled 90 minutes before the pick-up time:
  No cancellation fee is applied in such cases.

• If the cancellation happens within 90 minutes from the pick-up time, a cancellation fee is applied as follows:

  • Cancellation before driver's arrival at the pick-up location:
    No cancellation fee is applied in such cases.
  • Cancellation after the driver's arrival at the pick-up location:
    • Zed: Minimum fare of AED 16 plus any pre-pick-up wait time fee incurred will be charged.
    • Zed Max: Minimum fare of AED 20 plus any pre-pick-up wait time fee incurred will be charged.