Cancellation policy — customers
These rules apply to cancelling and changing your own ride and match what you can do in your account. Drivers have a separate cancellation policy.
This is an English translation for your convenience. The Dutch version of this policy is the legally binding text.
More than 24 hours before pick-up
You cancel or change the ride yourself in your account. If you cancel, we refund the amount paid for the ride via the same payment method.
Within 24 hours of pick-up
Changes and cancellations are no longer possible in your account, because the ride has already been assigned to a driver. Call us on +31 85 060 7086 and we will look at what is still possible together with you.
Changes that affect the price
If a change makes your ride more expensive — a more distant address, an extra stop or a larger vehicle — you pay the difference before the change becomes final. If the ride becomes cheaper, you can claim the excess back; you receive an automatic message about this.
Return journeys
In a return booking the outbound and return legs are two separate rides. You can therefore cancel or change only the return leg; the other ride then stays unchanged.
No-show
If you are not present at the agreed address and time and there is no contact with us or the driver, the ride counts as performed and no refund follows. For airport rides the driver waits up to 80 minutes after landing.
Cancellation by us
If unforeseen circumstances prevent us from performing a ride, we look for replacement transport. If that is not possible, we refund the full amount of the ride.
Refunds
Approved refunds are processed via the same payment method. Depending on your bank it may take a few working days before the amount appears in your account.