As consideration for your time and effort driving to a pickup location, we charge riders a $5 cancellation fee and add it to your total earnings.
Cancellation fees are not subject to carGO’s commission — you keep the entire amount. Any cancellation fees you receive are added to your payment each week and shown on your payment report.
There are two types of scenarios in which a fee may be collected: rider cancellations and rider no-shows.
If the rider cancels and you're already on your way, you'll receive a cancellation fee.
If the rider doesn’t show up to accept a ride, drivers who complete the following steps will be paid a cancellation fee:
Cancellations are a bad experience for all parties, so we recommend limiting cancellations to the following appropriate reasons:
When you cancel you will be prompted to select one of the reasons above. If the reason you're canceling the ride is safety-related, get in touch with carGO.
If a rider asks you to wait after you arrive to pick them up, let them know you'd be happy to. Tap “Start Ride,” so you'll be compensated for your wait time.
If your rider isn't outside when you arrive, we recommend waiting a minute or two, then messaging or calling them. If your rider does not respond or answer, wait a little longer, then you are eligible to cancel the ride and mark them as a no-show.
It’s possible at a busy time and location to pick up the wrong rider. If you have not already text messaged or called your rider to help identify them on your arrival, be sure to verify they are the correct rider as they get in your car. It’s important to make sure that the requesting rider doesn't get charged for someone else's ride. If you started to pick up the wrong rider, ask the incorrect rider to kindly exit the vehicle and request a ride of their own.
There's no need to worry. Confirming your arrival is a courtesy to the rider. Tap “Arrived” as soon as you realize, or text message or call your rider.
If you forget to end a ride, the rider is charged for any additional time and mileage. Please send us a message so we can make sure the rider’s charge is corrected. Make sure to include the actual drop-off location in your message.
If your app is slow to respond, there are a couple things you can do.
As a general rule, keep your phone charged and plugged in and quit any unnecessary apps — they can significantly slow down your phone.
If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.
If you find an item left in your car by a rider, please complete the Lost Item Report Form with the appropriate information. Or, send a message to Customer Support at email@example.com. Please provide the following information in the message:
If you prefer, you may bring the item to the carGO operations office M-F, 8:00 am to 5:00 pm, or arrange to meet a carGO team member at your convenience.