This post is an excerpt from Uber Support. Same content can be found in this article.
As drivers make commitments to to go to a pickup location when receiving a request, Uber can charge a cancellation fee to compensate them for the time and money spent doing so.
- If you cancel within 5 minutes of the driver accepting the trip, you won’t be charged.
- If you tap the cancel button after 5 minutes, we will let you know that a fee will apply if you confirm the cancellation.
- If for any reason your driver takes too long to get to you (the current ETA prediction for your driver shows the driver would arrive 5 minutes over the original ETA we provided) then the cancellation charge will be waived.
- A cancellation fee will always apply if a trip is cancelled after it has begun.
- If you are not at the pickup location or your driver cannot get in touch with you, the cancellation fee will apply if the driver is at your pickup location and has waited for over 10 minutes. This means that the fee can still apply even when your driver is the one to cancel the trip.
Cancellation fee amounts vary by city and vehicle options and can be found on your city’s page.
If you ever feel you are charged a cancellation fee in error, you can reply to your receipt and we will be happy to look into it for you.
Hi where can I talk to someone about a trip I had yesterday? I didn’t like the driver. I texted him about the pick-up and it seemed like he was blaming me when he can’t find the place.
I texted him all the details and was telling me he was there when clearly he was not! I know what a Hyundai i10 looks like.
I had a dental appointment and almost became late because at the last few minutes it seemed like he stopped looking for me and just stood by the farther end of the street.
I wouldn’t want to pay a single cent for such service!!! I love Uber but this is the worst experience I’ve had.
Hi Mary,
Sorry to hear that. You can email Uber Support at for your trip concerns.
You can also report directly through the Uber App trip history. Here’s how:
http://ubermanilatips.com/uber-manila-support-phone-number-for-riders/
Hope this helps.
Best,
UBER MNL TIPS
Why is your email support not responding? I have been emailing this but receives no response for almost 4 days now.
Hi,
My driver is complaining that cancelled trips was done by passengers but their rates go down, but it shouldn’t do ba? It’s not their fault naman. Sorry we are first time operator/driver.
Your point in the article that “If you tap the cancel button after 5 minutes, we will let you know that a fee will apply if you confirm the cancellation.” This point is absolutely not correct. Once I taken your services and the vehicle arrived with in time. But within 5 to 10 minutes I cancelled the requirement.After half an hour there was non intimated deduction from my account . I called Uber Customer Service here http://www.qwiknumbers.com/uber-contact-number and intimated them whole situation and also make them to read the above point. They replied that matter will be looked into and if I am right then my deducted amount will be credited in my account. But till date nothing has been done.
Hi!
My uber driver still hasn’t ended my trip! And I might incur charges that I shouldn’t. I can’t report the driver since he hasn’t ended the trip yet! Can I cancel the trip? I don’t want to pay for something na nacharge after I got home because driver did not end trip.
If you had an issue with your trip (about payment, lost and found, driver behavior,etc), here’s a tutorial how you can report your issue about your Uber ride:
http://ubermanilatips.com/how-to-report-an-issue-with-your-uber-ride/
I have just signed up. It will be my first time to use uber soon.. Di po ba masasanay ang driver to cancel a trip for reasons like traffic.. Kc dba may charge pa rin yon? Can I book a trip to multiple locations po? Pano po ang bayad?
Just change the destination whenever lumipat po kayo ng destination. Tuloy tuloy naman ang charging per km at per minute hanggang hindi na-end ang trip. And ask the driver nicely because supposedly, isang destination lang. You can use our promo code UBERMANILATIPS to get Php 200 OFF your first ride.
Need for Uber partners advice….Guys maybe you can help me regarding po sa incident last night trip ko po kasi its the first time na nang yari sa akin to and i don’t know if its apps tech problem or possible somebody playing suspicious.
1st request @ 9:05pm (upon reaching the destination less than 5mins) the rider cancelled the trip) – initial name for rider is MA
2nd request @ 9:28pm (enroute to location appx. 2mins after accepting the request, rider cancelled the trip) – rider name is Japanese name (i cant recall the name) / contact info. used on the phone no. is japan country code
3rd request @ 10:26pm (rider pick-up location is just less than a kilometer from my present location) – upon tapping the request and about to make a u turn and enroute to the pick-up loc., rider cancelled the trip)
Note: All above cancelled trips were notified immediately thru SMS that I’m enroute already to pick-up location. Likewise, before the first cancelled trip I was still able to receive and pick-up my rider without any problem.
So guys pls. baka meron kayong past experience na similar on mine paki share naman.
Thanks.
I was deducted Php100.00 for cancellation fee. It shows on my ETA that the car will arrive in 9 minutes but after waiting for few minutes (about 5-6mins) ETA almost didn’t change (8mins) so I decided to cancel the trip and find another way to commute. Is there a way for you to refund the cancellation fee?
Uber has rule that when you cancel you request after 5mins, uber will charge you Php100.
How can you cancel a trip after the trip has begun?!
You can cancel your trip Via Uber Rider app, kindly refer to this link about cancellation policy: http://ubermanilatips.com/uber-cancellation-policy/
My son is a Uber user and has cancellation fees to settle. Where can he pay since he doesnt have a credit card
If you had an issue with your trip (about fares, payment, lost and found, driver behavior, etc), you can report your concern via the Uber Rider App [Go to Menu > History> Select Trip > Select Need Help > Select specific issue] Or you can also login to help.ubrer.com.
Here’s a tutorial on how to report your concern with Uber: http://ubermanilatips.com/how-to-report-an-issue-with-your-uber-ride/