BOOKING RULES
Cancellation Policy
Cancellation controls depend on the stage of the booking so customers and drivers receive a clear, auditable process.
Version 21 · 7 August 2026Before a driver is assigned
A ride request can normally be cancelled from the app before a driver is assigned. A request is not a guaranteed booking until a quote is accepted and assignment is recorded.
After confirmation / driver travelling
If a driver has been assigned or is travelling to the pickup, the customer must choose a cancellation reason and provide an explanation where requested. The event is recorded against the booking.
After the driver has arrived
In-app cancellation is restricted to serious reasons such as a safety concern, medical emergency, vehicle/driver problem, inability to meet safely at the pickup, or another serious reason. A meaningful explanation is required and the cancellation can be reviewed by Ask4Ride administration.
Once the passenger journey has started
A normal customer cancellation is disabled. If there is a safety or medical emergency, use the appropriate emergency service and report the incident to Ask4Ride. For a non-emergency dispute, contact support.
Cancellation charges
No cancellation charge should be assumed unless the app clearly displays the applicable charge and basis before the customer confirms the booking/cancellation. Any future cancellation-fee structure must be added to these terms and the booking flow before use.