What Is Your Cancellation Policy?

What Is Your Cancellation Policy?

1. App & Phone Bookings:
  • If you cancel more than 2 minutes after the driver has accepted, a cancellation fee may apply.
  • If your driver arrives up to 5 minutes later than scheduled, you may still be charged a cancellation fee.
  • For journeys outside of Southampton, if the driver has arrived, there is no time restriction and a cancellation fee can be applied.
  • Cancellation fees range from a minimum of £5 up to the full value of the journey, depending on how long your trip has been active.
  • If your driver crosses a toll or congestion zone, these fees will be added to the cancellation fee.

2. Website Bookings:

  • If you cancel within 24 hours of the pickup time, the full fare will be charged.
  • If cancelled within 7 days of the pickup time, 50% of the fare will be charged.

How to Check Your Cancellation Fee:

  • App: You’ll receive a notification when your ride is cancelled, giving you the option to contact the driver or accept the cancellation fee.
  • Phone Bookings: You’ll receive an SMS with details of the cancellation and applicable fee.
  • An invoice with the fee breakdown will be sent to your registered email.

When You Will NOT Be Charged a Cancellation Fee:

  • If you cancel within 2 minutes of the driver accepting the ride.
  • If your driver is more than 5 minutes late for the pickup.
  • Cash trips will not incur a cancellation fee, though repeated cancellations may result in account deactivation.

If you have any questions or feel you were incorrectly charged, please don’t hesitate to contact us at 02380 555 555 or email us at support@aryvo.com. 

Why Might My Booking Be Cancelled?

Occasionally, we may need to cancel a booking due to unforeseen circumstances.  Although we strive to fulfill all pre-booked journeys, there are times when we face limited driver availability, especially during peak times or due to unexpected issues. 

In such cases, our operations team will reach out to you to either reschedule your booking or, if that’s not possible, cancel the journey. You will receive a notification via email or text (depending how you booked) confirming the cancellation, and rest assured that no payment will be taken if this happens.

To minimise disappointment, we recommend calling us directly at 02380 555 555 so we can check availability and advise on the best time for your journey.

Please note, as our drivers are self-employed, there may be instances where they withdraw from a trip last minute, causing an inconvenience. We take this very seriously and will promptly remove any driver from our platform if they are found to cause such issues.


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