Cancellation Policies and Procedures

Understanding our cancellation policies helps ensure fair treatment for all users and maintains the reliability of our platform.

1. 24-hour cancellation policy

This policy applies to standard cancellations (non-emergency).

For Passengers

• More than 24 hours before departure - Full refund, no penalty, no impact on passenger rating.
• 12-24 hours before departure - 50% refund, small cancellation fee, minor rating impact.
• Less than 12 hours before departure - No refund, cancellation fee applies, rating impact, warning for frequent cancellations.

For Drivers

• More than 24 hours before departure - No penalty, full refund to passengers, reputation impact if frequent.
• 12-24 hours before departure - 50% of contribution fee penalty, passengers receive partial refund, negative impact on driver rating.
• Less than 12 hours before departure - 100% of contribution fee penalty, passengers receive no refund, significant rating impact, possible temporary suspension.

Cancellations must be made through the app. Text messages or calls are not sufficient.

2. Driver cancellation rules

Drivers have specific responsibilities when canceling a ride.

Acceptable Reasons for Cancellation

• Vehicle breakdown
• Personal emergency
• Safety concern (e.g., severe weather, road closure)
• Passenger behavior that violates guidelines

Consequences for Unjustified Cancellations

Frequent or last-minute cancellations can lead to temporary suspension or permanent removal from the platform. Drivers with a cancellation rate above 10% may have their search ranking reduced.

No-Show (Driver)

If a driver does not show up and does not communicate. Passengers receive a full refund, and the driver's account is subject to immediate review, potentially leading to permanent suspension.

3. Passenger cancellation fees

Passengers may incur fees depending on when they cancel.

Fee Structure

• Cancellation 12-24 hours before departure - 50% of the total fare (covers driver's time and potential lost opportunity)
• Cancellation less than 12 hours before departure - 100% of the total fare
• No-show - Full fare charged, and the passenger's account may be flagged for review

Exemptions

Fees are waived for cancellations due to verified emergencies (see emergency cancellation exceptions).

How Fees Are Collected

Fees are automatically charged to the payment method on file. If payment fails, the passenger's account may be temporarily restricted until the fee is paid.

4. No-show penalties

A no-show occurs when a user fails to appear at the agreed pickup location without prior cancellation.

For Passengers

• Full fare charged to passenger
• Driver receives compensation for waiting time (up to 15 minutes)
• Passenger rating is significantly impacted
• Repeated no-shows may lead to account suspension

For Drivers

• If a driver is a no-show, passengers receive a full refund.
• Driver's rating is heavily impacted
• Repeated no-shows result in permanent suspension

What to Do If You Are Running Late

Contact the other party through the app immediately. If you will be more than 10 minutes late, it's recommended to cancel and rebook.

5. Weather-related cancellations

Certain weather conditions may warrant automatic cancellation without penalty.

Trigger Events

• Government travel advisories
• Severe weather warnings (e.g., blizzard, hurricane, flood)
• Road closure announcements
• Airport cancellations affecting travel

Manual Weather Cancellations

If your area is under a weather warning you can cancel with "severe weather" as the reason and upload a screenshot of the warning. Support will verify and waive fees.

6. Emergency cancellation exceptions

We understand that emergencies happen. You can cancel without penalty if you provide documentation.

Valid Emergency Reasons

• Medical emergencies (for yourself or a family member)
• Family emergencies (e.g., death in the family)
• Vehicle breakdown (for drivers)
• Road closures or accidents (documented)
• Natural disasters

Documentation Required

• Medical certificates (with dates, no personal details required)
• Police reports
• Weather service alerts
• Repair receipts (for vehicle issues)
• Funeral notices

Process

1. Cancel the ride normally (select "emergency" as reason)
2. Contact support within 48 hours
3. Provide documentation
4. Support reviews within 24 hours and processes refund if approved

7. Refund processing timeline

Refunds are processed according to the following schedule.

Standard Refunds

• Processed within 5-7 business days after cancellation
• Credited to original payment method
• Email confirmation sent with tracking number

Refund Methods

• Credit/debit card: credited to the original card
• Bank transfer: sent to your linked bank account
• MuuVZ credit: available for future rides (faster)
• PayPal: if used for payment

8. Cancellation fee structure

This is a summary of all applicable fees.

Passenger Fees

• Cancellation 12-24 hours before departure: 50% of fare
• Cancellation less than 12 hours: 100% of fare
• No-show: 100% of fare + $5 administrative fee

Driver Fees

• Cancellation 12-24 hours before departure: 50% of contribution fee
• Cancellation less than 12 hours: 100% of contribution fee
• No-show: 100% of contribution fee

Fee Distribution

For passenger cancellations, the driver receives 50% of the fare for late cancellations (12-24h) and 100% for no-show or very last-minute cancellations. The remainder is kept by MuuVZ to cover administrative costs. For driver cancellations, the passenger receives a full refund. We do not refund points used neither coupon codes.