BOOKING RULES
Cancellation Policy
Cancellation controls depend on the stage of the booking so customers and drivers receive a clear, auditable process.
Version 28 ยท 18 August 2026Before a driver is assigned
A ride request can normally be cancelled from the app before a driver is assigned. A request is not a guaranteed booking until a quote is accepted and assignment is recorded.
After confirmation / driver travelling
If a driver has been assigned or is travelling to the pickup, the customer must choose a cancellation reason and provide an explanation where requested. The event is recorded against the booking.
After the driver has arrived
In-app cancellation is restricted to serious reasons such as a safety concern, medical emergency, vehicle/driver problem, inability to meet safely at the pickup, or another serious reason. A meaningful explanation is required and the cancellation can be reviewed by Ask4Ride administration.
Once the passenger journey has started
A normal customer cancellation is disabled. If there is a safety or medical emergency, use the appropriate emergency service and report the incident to Ask4Ride. For a non-emergency dispute, contact support.
Return bookings
A return request is submitted as one combined booking instruction containing both the outward journey and the requested return time. Cancelling the booking in the app cancels the booking record as a whole. If only the return leg needs to change after the outward journey has started, contact the assigned operator or Ask4Ride support so the change can be recorded safely.
Cancellation charges
No cancellation charge should be assumed unless the app clearly displays the applicable charge and basis before the customer confirms the booking/cancellation. Any future cancellation-fee structure must be added to these terms and the booking flow before use.