Cancellation policy
Plans change. The fee schedule below exists because a car blocked out for you is a car that could not be blocked out for someone else — not to punish anyone for changing plans.
These windows and percentages are provisional and will be confirmed before the service opens for bookings.
- Inside 2 hours of pickup
- 100%
- Between 2 and 24 hours before pickup
- 50%
- More than 24 hours before pickup
- No charge
- No-show — nobody at the pickup after a reasonable wait
- 100%
How to cancel
From your account, from the status link in your confirmation email, or by texting or calling (626) 429-4200. Whichever is fastest — the timestamp we use is when you told us, not when we processed it.
What the percentage applies to
The fare, not the total. Gratuity is never charged on a cancelled ride, and a cancellation fee never includes one.
If we cancel
If we cancel a confirmed ride for any reason other than something you did, you are charged nothing, and we will help you find another way to get where you were going. A declined request is not a cancellation — nothing was ever confirmed and nothing is ever charged.
Waiting time
The driver waits a reasonable period at the pickup before a ride is treated as a no-show. For airport arrivals the wait is measured from the flight landing rather than the scheduled pickup, because a customs queue is not your fault.
Weather and road closures
If a closure, a fire, or a genuine safety problem makes the ride impossible, nobody is charged. We would rather lose the fare than have an argument about a road nobody could drive on.
Disputes
Every ride keeps a timestamped record of each change to it. If you think a fee is wrong, call and we will look at the record together. In practice this usually ends with the fee being waived.