Cancellation Policy
OUCAB uses a time-based and trip-aware cancellation model so that riders can make changes without friction, while drivers are compensated when they have already started moving or waiting at the pickup point.
In plain terms: cancel early if your plans change, but once a driver has been assigned and is on the way, a fee may apply to cover the driver's time, fuel, and lost booking opportunity.
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Free cancellation window
Riders can usually cancel without a fee while the booking is still fresh or before the driver has meaningfully committed time to the trip.
For standard city rides, cancellation is free for a short period after the driver accepts the booking, typically up to 3 minutes from assignment, provided the driver has not yet reached the pickup point.
For scheduled rides, rentals, and intercity bookings, free cancellation generally remains available until the ride has been dispatched or the scheduled pickup window has entered the active dispatch stage.
- Free cancellation is only available if the trip has not started and the driver is not waiting at pickup.
- Some pre-booked or long-distance rides may show a longer free cancellation window before confirmation.
- The exact fee-free period, if applicable, is displayed before you confirm the booking.
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When cancellation charges apply
Charges may apply once the driver has accepted, started driving toward you, or has already incurred real trip-related cost.
A cancellation fee may be charged when the rider cancels after the driver is assigned and has already spent time or fuel traveling toward the pickup location. The amount is shown in the app whenever possible before you complete the cancellation.
- The fee can vary based on vehicle category, distance already traveled by the driver, and local traffic conditions.
- If a rider repeatedly edits the pickup/drop location after assignment, the trip may be treated as a late cancellation.
- Any applicable charge is collected using the payment method attached to the ride or adjusted against wallet balance.
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No-show and waiting rules
If the rider is not ready at the pickup point, the driver may wait for a limited period and then mark the trip as a no-show.
Riders are expected to be present, reachable, and ready to board when the driver arrives. If the rider does not appear within the applicable waiting period, the driver may leave and the trip may be marked as a no-show.
- For most city rides, the standard waiting period is up to 5 minutes after the driver reaches the pickup point.
- For airports, railway stations, and scheduled outstation rides, the waiting period may be longer where shown in the app.
- Once a no-show is recorded, a no-show fee may apply and the driver may be allowed to proceed to the next booking.
If you are delayed for a genuine reason, contact the driver through the app as early as possible. We may, at our discretion, reduce or waive the fee if the delay is short and the driver has not yet left.
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Driver cancellations
If the driver cancels the booking, you should not pay a rider cancellation fee for that booking event.
When a driver cancels before pickup, OUCAB will try to re-match you with another available driver. If no suitable driver is available, any pre-authorized or prepaid fare amount relating to the cancelled ride may be reversed.
- No cancellation fee is charged to the rider when the driver cancels first.
- If the driver cancels after arriving for reasons outside the rider's control, support may issue an automatic credit or refund review.
- Repeated driver cancellations are monitored and may trigger quality checks on the driver-partner account.
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Emergency and safety exceptions
We recognize that medical, safety, and platform issues may prevent a ride from continuing even after assignment.
Cancellation fees may be waived or reversed if a rider or driver is affected by a genuine emergency or a material safety issue. Examples include a medical emergency, a road closure caused by an accident, severe weather, or a verified app outage that prevents the trip from proceeding.
- Contact support from the app or share the booking ID as soon as possible after the incident.
- We may request limited supporting details to verify the waiver request.
- Abuse of the emergency waiver process may result in account restrictions.