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The Customer Is Inquiring If He/She Can Cancel His/Her Ride And What Is Our Cancellation Policy
The customer can cancel his/her ride at different times however depending on the time of cancellation a cancellation fee might be applied as follows
When The Customer Cancels within the safe time the following will happen:
If the Payment method was a bank card the amount will be refunded to the customer's bank account within 5 working days depending on the customer's bank
If Loyalty Point or Balance was used this will be returned back to the customer's account
The used voucher will be returned to the customer
You should ask the customer for the cancellation reason, add this reason as a comment to the ticket and choose the contact reason accordingly.
Ex: Could you kindly provide the reason for your cancellation? Your feedback is important to us and will help us improve our service.
If the customer refused to mention a reason just add "The customer refused to provide a reason".
You can cancel any ride with following status only (Open, Assigned, To Customer, At Customer, Standby).
Don't Cancel a ride with status "On the Way".
For In-city Rides: If the customer reached out within 30 minutes before the ride time, for example, the ride time is 18:00, and the customer reached out at 17:45 to mention that he/she doesn't want the ride anymore or want to cancel, you will have to change the ride status to no show; do not cancel the ride.
For In-city Rides: If the customer reached out within 30 minutes before the ride time, for example, the ride time is 18:00, and the customer reached out at 17:45 to mention that he/she doesn't want the ride anymore or want to cancel, you will have to change the ride status to no show; do not cancel the ride.
DO NOT MENTION TO THE CUSTOMER THAT YOU WILL MARK THE RIDE AS NO SHOW -You just need to mention that you will take the needed action and confirm that the needed action has been taken
Note: If the customer asks why the ride is marked as no show and not cancelled, educate the customer that it's the same charges, 100% of the ride fare is deducted, and explain that this is a part of our T&Cs. The chat team needs to send the FAQs to the customer.
Safe/Airport Ride
Safe/Airport Ride
Customer cancelled any time before an hour of the ride time > No Cancellation Fees
Customers cancelled within 30 to 60 minutes before the ride time > 50% of ride price Cancellation Fees
Customer cancelled within 30 minutes before the ride time > 100% of ride price Cancellation Fees
Prime subscribers can cancel up to 2 trips at any time without any fees
For Example: If the pickup time is at 13:00 this is how the customer will be charged:
If cancelled at 11:45 > No charge
If cancelled at 12:15 > Charge is 50% of the ride price
If cancelled at 12:45 > Charge is 100% of the ride price
Hourly Package Ride "Personal Driver"
Hourly Package Ride "Personal Driver"
Cancellation of trips within 60 minutes or less from pickup time will be charged with a penalty of 25% of trip fees with a minimum of 1-hour fees
For 2-hour personal driver trip > 50% of ride price Cancellation Fees
For 4 hours personal driver trip > 25% of ride price Cancellation Fees
For 6 hours personal driver trip > 25% of ride price Cancellation Fees
For 8 hours personal driver trip > 25% of ride price Cancellation Fees
City-to-City Ride (Limousine)
City-to-City Ride (Limousine)
Starting From Cairo - Hurghada
In case the booking is confirmed 24 hours or more before pick-up time:
Cancellations before 6 hours of the ride time 0% of the ride fare.
Cancellation within 6 hours before the ride time 50 % of the ride fare
Cancellation within 3 hours before the ride time 100 % of the ride fare
In case the booking is confirmed within 6 hours before pick-up time, you have 30 minutes free cancellation after which a 100% charge of the ride fee. This applies only to the car type "Comfort". But for the car type "premium" the customer won't have the 30-minute free cancellation
Starting From Outside Cairo - Hurghada
In case the booking is confirmed 24 hours or more before pick-up time:
Cancellations before 12 hours of the ride time 0% of the ride fare.
Cancellation within 12 hours before the ride time 50 % of the ride fare
Cancellation within 6 hours before the ride time 100 % of the ride fare
In case the booking is confirmed within 12 hours before pick-up time, you have 30 minutes free cancellation after which a 100% charge of the ride fee.
Ride Now Rides
Ride Now Rides
Free Cancellation Window
Customers have a 5-minute free cancellation window after booking a Ride Now trip.
Standard Policy After 5 Minutes
After the free cancellation period, the standard cancellation policy applies.
Refund Policy Based on Timing
If a customer cancels within 30–45 minutes before pickup → 50% Refund.
If cancellation occurs less than 30 minutes before pickup → No Refund.
Exception: If the ride was canceled using a cancellation reason eligible for full refund, they will receive a full refund regardless of the cancellation window.
The app will assign a driver who is far away from the pickup location by 45 minutes maximum, if there is no driver within 45 minutes, the user will receive a message that there are no available drivers.
Lost business: If there were no cars available, the ride would be reflected on the dispatcher "As a Lost Business"
Ramp: Doesn't come with a ramp
Step 1: Identifying A "Ride Now" Ride
To Identify if the ride is a ride now ride check the below:
From, the ride "Details", open the "Ticket Status Log"
Check the "Created At" and the "Assigned At" time
you will find the ride is Assigned after creation with a maximum of 80 second.
The ride will be created at less than an hour of the pickup time.
The ride will be assigned by: abc_User abcUser
Step 2: Checking The Cancellation Time
From, the ride "Details", open the "Action Log"
Check "Ticket Status" it should be Canceled, check the "Created At Date" for the time of cancelling
From, the ride "Details", open the "Ticket Status Log"
Check the "Created At" to know when the ride was created
By checking the above example you will find:
The ride was created at: 03:07:07
The ride was Cancelled at: 03:10:13
Meaning the rider was canceled after creation by 3 minutes and 5 seconds, thus the customer is eligible for refund and he didn't pass the 5 minutes mark, in the next step you need to check if the amount is refunded or not
Note that when cancelling the customer will get a pop-up message confirming the cancellation policy for "Ride Now" rides
Step 3: Checking If The Amount Is Void Or Not on Payfort
Check the payment status on Payfort
Step 4: Action
If the amount is void
No action is required as the full amount has been refunded as per the policy (Send the refund script)
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Explained T&C
If the amount is captured
Send the refund script
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Investigation required
No Show Rides
No Show Rides
If the customer contacted us after the ride was marked as no show and he/she still need the ride, you will need to do the following:
Inform the customer that their original ride was marked as a No Show because they did not modify the pickup time.
If the new requested pickup time is less than 60 minutes for in-city rides or less than 24 hours for Limo rides (from call, chat, or email), call OPS to check for the nearest available driver.
If the new pickup time is more than 60 minutes for in-city rides or more than 24 hours for Limo rides, proceed to the next step.
Inform the customer that you will book a new ride for them using the same pickup location. Booking Related.
Confirm if they want to keep the same pick up and drop off locations or change any.
If the customer is upset, frustrated, or dissatisfied, log a complaint and inform them that you have submitted a detailed request to the concerned team. Complaint process.
Assure the customer that the team will contact them within 2 working days and will do their best to assist.
Note: Customer service must follow same steps for all trip types.
If the customer contacted us after ride marked as no show and he/she doesn't need the ride, you will need to do the following:
Inform the customer that their original ride was marked as a No Show because they did not ask for ride cancellation or modification.
If the customer is upset, frustrated, or dissatisfied, log a complaint and inform them that you have submitted a detailed request to the concerned team. Complaint process.
Assure the customer that the team will contact them within 2 working days and will do their best to assist.
Note: Customer service must follow same steps for all trip types.
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Explained T&C
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