Legal


RIDER’S CANCELLATION POLICY


As a Rider, you are free to cancel a ride for any reason. To cancel a ride, press your menu tab, then planned rides, then select your scheduled ride and press cancel.


Depending on when a ride is cancelled, to compensate the driver for holding a time slot, we may apply a cancellation fee.


Cancellation Fee

If a rider cancels a scheduled ride within 8 hours of the pickup time, there may be a $10 cancellation fee accessed. In the case when a driver shows up and there is a rider no-show, there may be a $25 cancellation fee accessed.


No-show Fee

The Rider may be accessed a No-show fee under these circumstances:

  • Your driver arrived for the scheduled pick you.
  • Your driver waited 5 minutes or more.
  • Your driver attempted to contact you and did not receive a response.

How to dispute a Fee

If you believe you were wrongly charged a cancellation fee, we are happy to help. Simply use the Ride History tab.

  • Open the App, then tap the menu button in the top left corner
  • Tap ‘Ride history’
  • Select the ride with the charged fee
  • Scroll down and then tap 'Dispute Charge.
  • Tell us more about the situation and then follow any instructions. If needed, we will ask for a brief description of your dispute.


Driver’s Cancellation Policy

Cancellation fees are not subject to Yugo's commission, therefore you keep the entire amount. Any cancellation fees that a driver receives will be added to that driver’s weekly payout and shown in your earnings section.


There are two types of scenarios when a cancellation fee may be collected:

  • Passenger cancellations and
  • Passenger no-shows.

To cancel a ride in the case of a no-show, after arriving and completing the required 5-minute wait time, tap the icon in the top right corner of the app then select No-show.


Passenger Cancellations

If a passenger cancels within 8 hours of a planned ride, the assigned driver will receive a cancellation fee of $10.00


No-shows

A no-show fee of $25 will be charged after all 3 circumstances have been met:

  • Driver arrived at the pick-up location.
  • Driver waited 5 minutes or more.
  • Driver attempted to contact the rider and did not receive a response.

Driver Cancellations

As a Driver, you are only allowed three cancellations and zero no-shows. After your third cancellation and/or your first no show, your account will automatically be deactivated until further review, however any ride that is successfully rescheduled with another driver will not count against your Yugo driving record.


To avoid deactivation, in case of a need to cancel it is highly recommended that you communicate with your local Yugo Dispatcher or Area Driver Coordinator (ADC) before doing so.


As a driver, you only have a 2-hour window to cancel immediately after accepting a ride. Any rides canceled after the 2-hour window will be considered a “Driver Cancellation” unless a replacement driver is secured.


For rides that are booked far in advance (7 days or more), if you cancel within 3 days of the scheduled ride, a “Driver Cancellation” will be added against your driving account unless a replacement driver is secured.


As a driver, before you can successfully cancel a ride you will be prompted to provide a reason for the cancellation.


If a rider’s flight is running more than 1 hour late, you may cancel the ride without being penalized but should communicate with local Yugo Dispatch or your ADC before doing so.


If the rider cancels within 8 hours prior to the pickup time, as a driver you will receive a cancellation fee of $10.00


As a driver, once you cancel a ride you will not be able to accept a different ride that is scheduled within 1 ½ hours before and 1 ½ hours after the previously canceled ride.



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