Cancelling as an operator

A guest who books with you is planning around your car, boat or jet. Cancelling a confirmed booking should be a last resort.

Before you cancel

Try these first:

1. Assign a different verified chauffeur or crew member. See Changing the assigned chauffeur or crew.
2. Offer a replacement. It doesn't count as a cancellation. See Can I send a different vehicle, vessel or aircraft?.
3. Message the guest in the app to discuss a change of time, or suggest a new time under Change booking.
4. Contact operator support for help.

Never substitute a different car, vessel or aircraft outside the app.

How to cancel

1. Open the booking.
2. Tap Change or cancel, and continue. If no crew is assigned yet, tap Cancel reservation.
3. Under Why are you cancelling?, choose a reason.
4. Add your evidence, or add it within 24 hours.
5. Confirm.

The guest is told and refunded as set out in the Cancellation and Refund Policy. You do not receive a payout for a trip you cancel.

When you may cancel

These are the recognised reasons:

• Safety. Weather, sea state, security conditions or a guest's unsafe conduct.
• A direction from an authority. The police, LASG, LASWA, NIWA, air traffic control or an NCAA directive, including daylight rules on the water.
• The car broke down, the boat had a problem or the aircraft has a technical issue, with no verified equivalent free.
• Something beyond your control. Force majeure, or a major disruptive event.
• The guest broke the rules. The guest asks for something unlawful or goes over capacity. Pickup checks this, and the guest's own cancellation option applies.
• The guest brought a prohibited item. Pickup checks this, and only the road levy comes back.

Add evidence within 24 hours of cancelling, such as a photo of the fault, a weather advisory or the authority's notice. Without it, the cancellation counts against you. Double booking, a better offer and staff unavailability are never recognised reasons.

What it means for you

The guest is refunded in full, except where the guest was at fault, and is offered a comparable verified option at no extra cost.

• A cancellation with no recognised reason costs you the guest's refund or rebooking, up to your payout for the booking, taken from your next payouts. It counts towards your cancellation rate.
• Late cancellations count double. One within 24 hours of the start counts as two.
• Your rate is measured over a rolling 90 days and shown under Menu, then Performance and Charter Elite.
• Above 5% you receive a warning. Above 10%, or two no shows in 90 days, triggers a review and loss of Charter Elite, and can lead to suspension.
• Charter Elite needs a cancellation rate under 2%. See Charter Elite.

If you think one shouldn't count, tap Challenge this on the booking within 7 days, with evidence. Someone who didn't make the decision replies within 14 days.

Cancellations for safety

If you cancel because a trip cannot go ahead safely, such as unsafe weather on the water, choose Safety and add your evidence. A genuine safety cancellation is never penalised, even if the trip later turns out to have been possible. See Weather and safety cancellations.

Avoiding cancellations

• Keep your calendar accurate. See Blocking dates for maintenance.
• Use Request to book if your availability changes often. See Instant confirmation vs Request to book.
• Keep documents current. If one expires, the listing is paused and its upcoming bookings are cancelled, and they count as your cancellations.

Read the Operator Standards.