When a guest cancels

Guests can cancel a booking in the app. What they are refunded, and what you receive, depends on the cancellation option locked on the booking when they booked.

What you will see

1. You receive a notification.
2. The booking status changes to Cancelled, with Cancelled by guest.
3. The booking shows what the guest gets back and what you keep.
4. The time returns to your calendar as available, unless you block it.

How the money works

Nothing is paid to you before the trip. When a guest cancels:

• Before your notice window, the guest gets a full refund and you receive nothing. It doesn't count against you.
• Inside your notice window, before the start, the guest gets half back and you receive your payout on the rest.
• After the start, the guest gets nothing back and you receive your payout.
• The notice window comes from the option on the booking: 24 hours for Flexible, 48 hours for Standard, 4 days for Firm Long term or 7 days for Strict Long term. See Cancellation policies for your listing.
• On a guest cancellation, Pickup keeps the actual card and bank cost the provider charged. You get no share of it, or of the road levy, which goes back to the guest in full.
• Anything you keep is paid at the usual time, 1 hour after the trip would have ended. See How payouts work.
• Commission applies only to the amount you keep. See Commission and fees.

The same applies if the guest misses their ID check. It counts as the guest cancelling.

The full rules are in the Cancellation and Refund Policy and the Payments Terms.

Things to know

• Do not ask the guest to cancel so that you avoid a cancellation on your record. This breaks the Operator Standards.
• Do not offer the guest a cash deal outside the app.
• A guest cancellation is recorded as the guest's, not yours.

If a guest does not turn up

A no show is different from a cancellation. See Guest no shows.

If you disagree

If you believe a cancellation was handled incorrectly, contact operator support in the app with the booking ID. See Contacting operator support.