Cancellation & Refund Policy
Clear and fair cancellation policies for riders and drivers
Rider Cancellation Policy
Free Cancellation
Within 5 minutes of booking
Cancel your ride within 5 minutes of submitting your request and you will not be charged any cancellation fee.
Cancellation Fee
After 5 minutes
If you cancel more than 5 minutes after booking, a $5.00 cancellation fee will be automatically charged to your payment method.
This fee compensates the driver for their time and fuel spent heading to your pickup location.
No-Show Policy
When driver arrives and rider is not present
If your driver arrives at the pickup location and waits more than 5 minutes without being able to contact you, the ride may be cancelled and a no-show fee equivalent to the cancellation fee ($5.00) will apply.
Driver Cancellation Policy
When Drivers Cancel
- Riders are never charged when a driver cancels
- You will be automatically matched with another available driver
- Excessive driver cancellations are monitored by our system
Note: Drivers who cancel rides excessively may face warnings, temporary suspension, or removal from the platform.
Refund Policy
GlideWay reviews all refund requests on a case-by-case basis. You may be eligible for a refund in the following situations:
Technical Issues
App errors resulting in incorrect charges
Duplicate Charges
Being charged twice for the same ride
Service Issues
Significant route deviations or safety concerns
Incorrect Fare
Fare significantly higher than estimate
How to Request a Refund
- 1. Open the GlideWay app and go to "Your Trips"
- 2. Select the ride in question
- 3. Tap "Help" and choose "I have a fare issue"
- 4. Describe the issue and submit your request
Refund requests are typically reviewed within 3-5 business days.
Non-Refundable Situations
- Late cancellation fees when you cancel after the 5-minute window
- No-show fees when driver arrived and you were unavailable
- Toll charges incurred during your trip
- Surge pricing that was displayed and accepted before booking
- Waiting time fees for delays at pickup
- Cleaning fees for verified damage to the vehicle
Need Help?
If you have questions about a cancellation or refund, our support team is here to help.
Related Documents
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