Cancellation Policy

 

19 March, 2024

​

This policy applies to all Travee users, including Riders and Drivers.

​

 

1. Rider Cancellation:

​

1.1 Standard Cancellation:

Riders may cancel a ride without any charges if done within 10 minutes of booking.

A fixed cancellation fee of $25 will be charged if a rider cancels after 10 minutes from booking or if the driver has arrived at the pickup location.

​

1.2 Cancellation Fees:

Cancellation fees are fixed at $25 and will automatically be withdrawn from the rider's wallet.

If the rider's wallet balance is $0, they will have a negative balance and will be automatically blocked from requesting further rides until the outstanding balance is paid.

​

1.3 Repeat Offences:

Riders with a high frequency of cancellations may face additional charges or temporary account suspension.

Riders may contact support for consideration of waiving cancellation fees in exceptional circumstances.

 

 

2. Driver Cancellation:

​

2.1 Driver Cancellation Charges:

Drivers may cancel a ride without any charges if done within 10 minutes of accepting the ride request. A fixed cancellation fee of $25 will be charged to the driver if they cancel after the 10-minute grace period, except in situations beyond their control. Drivers' cancellation fees will automatically be deducted from their wallet balance.

​

2.3 Accountability:

Drivers are encouraged to provide accurate and timely updates on their estimated time of arrival to avoid unnecessary cancellations by riders. Drivers may contact support for consideration of waiving cancellation fees in exceptional circumstances.

 

 

3. Exceptions:

 

3.1 Emergency Situations:

Both riders and drivers may be exempt from cancellation fees in case of emergencies or unforeseen circumstances. Proper documentation may be required for verification. Riders and drivers must contact support for these fees to be waived.

​

3.2 Technical Issues:

In the event of technical glitches or issues with the Travee Rideshare app, cancellation fees may be waived.

 

 

4. Pre-bookings:

 

4.1 Purpose of Pre-bookings:

Pre-bookings allow riders and drivers to make transport arrangements in advance for convenience and reliability.

​

4.2 Cancellation Fees for Pre-bookings:

• Drivers that cancel pre-bookings without sufficient time and communication to the passenger will be charged a cancellation fee of $100.

• Riders that cancel pre-bookings without sufficient notice to the driver will be charged the estimated cost of the scheduled ride.

​

4.3 Fee Application:

These fees are not automatically applied and will only be processed by contacting support to report a driver or a rider for our team to investigate. Waiving of pre-booking cancellation fees will be considered for unforeseen circumstances. Riders and drivers must contact support with relevant details for consideration.

 

 

At Travee, we believe in fostering a positive and efficient environment for all users. Our cancellation policy is designed to be fair, transparent, and supportive of unforeseen circumstances. We appreciate your cooperation in adhering to these guidelines, and our dedicated support team is always here to assist you with any questions or concerns. Thank you for choosing Travee for your transportation needs, and we look forward to providing you with a reliable and enjoyable journey. Safe travels with Travee Rideshare!