Cancellation Policy

This Cancellation Policy outlines the terms governing trip cancellations, platform connection fee refunds, no-show rules, and dispute resolution on Cashride.

1. Driver-Initiated Cancellations

If a Driver cancels a confirmed trip listing at any time prior to departure, the Rider's platform connection fee is automatically refunded or credited in full to the Rider. Repeat unexcused cancellations by Drivers will result in account suspension.

2. Rider-Initiated Cancellations

Riders may cancel a booking reservation through the app. Cancellations made more than 24 hours prior to departure are eligible for a platform fee credit. Cancellations made within 24 hours of departure are non-refundable to cover driver matching costs.

3. The 5-Minute Pick-Up Grace Period Rule

Riders must arrive promptly at the agreed pick-up location. Drivers are required to wait a maximum of 5 minutes past the scheduled departure time. After 5 minutes, the Driver may depart, and the booking will be classified as a Rider No-Show.

4. Direct Expense Contribution Refunds

Because fuel expense contributions are settled directly off-platform between Driver and Rider via Cash or Interac e-Transfer, no off-platform payments are processed or held by Cashride. If a trip is cancelled before departure, no cash or e-Transfer contribution is owed by the Rider.

5. 4-Day Dispute Reporting Window

All trip issues, safety concerns, or fee disputes must be submitted to Cashride support within 4 calendar days of the scheduled trip date. Disputes submitted past the 4-day limit will not be eligible for review.