Asking your Riders to cancel

You play a critical role in ensuring that your riders have a smooth and enjoyable experience on the Uber platform. You always have the choice to accept, reject or cancel a trip at any time for any reason (other than where such an action is against the law e.g. discrimination). However, asking riders to cancel trips after accepting them in some instances will likely frustrate your riders and in cases with an element of fraud, may result in you losing access to the Driver app.

Some drivers may ask or attempt to persuade a rider to cancel a trip instead of canceling it themselves. Drivers might do this for various reasons, such as if the trip is inconvenient for them, or to collect cancellation fees. Please note:

If Uber considers you have deliberately tried to get your rider to cancel a trip, a banner may be displayed on your profile, visible only to you, providing information about this behaviour. Repeated instances of this behaviour may result in your loss of access to the Driver app as it is contrary to the terms of your agreement(s) with Uber.

The Uber app is designed to link drivers and riders together. To provide a good service for both riders and drivers, all users must act honestly and in good faith. When a driver encourages a rider to cancel for their own gain, rather than just choosing to cancel the ride themselves, this negatively impacts the rider’s experience.

Additionally, the rider may be charged a cancellation fee—and the driver collects that fee—which is not a fair experience for the rider since they did not intend to cancel the trip.

There may be instances where you need to cancel a ride at the pickup location, such as when a ride is requested for a minor or if the rider has luggage that doesn’t fit in your vehicle. If you believe you are entitled to a cancellation fee in these cases, please contact Support through the ‘Help’ section of the Driver app.

We appreciate your commitment to making the Uber platform run as smoothly as possible.