Cancellation Policy

Plans change — we get it. This policy explains how cancelling works for both sides, and what happens when it becomes a pattern.

1. Cancelling before a driver accepts

You can withdraw a trip request or fare offer at any time before a Driver accepts it, at no cost and with no effect on your account.

2. Cancelling after a driver accepts

• A short grace window after acceptance lets you cancel without any mark on your account.
• Cancelling after the Driver is already on the way wastes their fuel and time — occasional cancellations are understood, but repeated late cancellations can limit your access to the platform.
• If the Driver isn't moving toward you or is unreasonably delayed, cancel and report it — that cancellation never counts against you.

3. No-shows

If a Driver arrives and waits at your pickup point and you cannot be reached within the waiting window shown in the app, the trip may be marked a no-show and treated as a late cancellation.

4. Driver cancellations

Drivers may cancel when a rider cannot be reached, safety is a concern, or the trip details were materially wrong. Drivers who repeatedly cancel accepted trips — especially after seeing the destination — face account restrictions.

5. Pick & Drop subscriptions

• Skip a day any time before the scheduled pickup — skipped days are handled per your subscription's terms shown at purchase.
• Pause or cancel the monthly plan from the app; changes take effect from the next billing day, and any unused full period is settled per the plan's terms.
• If your regular Driver cancels a scheduled pickup, we arrange a replacement and the missed trip never counts against you.

6. Disputes

If you believe a cancellation was recorded unfairly, raise it from your trip history — a human reviews every dispute.

Contact

Questions: legal@zoper.co