Cancellations and Other Common Ride Issues

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:

  1. Driver has tapped “Arrived” at the pickup location;
  2. Driver has waited at least 5 minutes;
  3. Driver has attempted to text message or call the rider;
  4. and Driver cancels the ride, and selects "Rider isn’t here."

Cancellations by Drivers

Cancellations are a bad experience for all parties, so we recommend limiting cancellations to the following appropriate reasons:

  1. If you have an emergency and cannot pick up a ride you have already accepted;
  2. If you have car trouble or an accident and cannot pick up the rider;
  3. or if you cancel for no-shows, which means you arrived at the pickup location and haven't been able to find the rider.

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.

  1. Your acceptance rate is not affected by rider cancellations or no-shows.
  2. If you've arrived at a rider's pick up location, and they do not show up after you've tapped “Arrived,” you should attempt to message or call them and wait at least five minutes. You can then cancel the ride as a no-show and the rider will be charged.
The rider made you feel unsafe or uncomfortable
  1. You have the right to decide if you feel comfortable picking up a rider. Your personal safety comes first.
  2. If you ever pick up a rider and you feel uncomfortable for safety reasons, please let us know about it as soon as possible. You may ask the rider to cancel the ride, or cancel it yourself.
  3. You should never decline a ride based on a discriminatory reason or drop-off location (unless it's out of the service region).
The rider isn't ready

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.

The rider isn't there

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.

The rider's pick-up location is incorrect
  1. The app automatically drops your rider’s map pin in their current location. If they choose, they may search or manually enter an alternate pick up location. If for some reason they later determine that pick up location was inaccurate or decide to change it, they may text or call you to pick them up at a different location.
  2. Inaccurate map pin drops throw off our whole system, skewing calculations for fares.
  3. Ask the rider to cancel, then re-request with the correct map pin placement. If that doesn’t work, you can wait and mark them as a no-show.
The wrong rider was picked up

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.

Forgot to tap “Arrived”

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.

You end the ride too early
  1. If you end the ride before you pick up the rider, you will no longer be able to text or call them, or navigate to them. Also, the rider will be prompted to pay as if they took a ride and will likely cancel the ride. Contact us as soon as you can so we can refund the rider accordingly.
  2. If you accidentally end the ride just after picking up the rider, have them submit a rating for the first ride and send another request. It should go to you, since you're the closest driver or they can select you if you are a Favorite. Drive them as normal, and let them know that you'll reach out to Customer Support. Send us a message with the rider's name and the date and approximate time of the ride, and we'll make sure to refund the excess charge.
You end the ride too late

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.

Your phone won’t let you tap “Arrived” or to “End Ride”

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.

  1. Force quit your app and reopen it.
  2. Toggle airplane mode on and off.
  3. Turn your phone off then on again.
  4. Uninstall and reinstall the app.
Lost and Found for Drivers

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 Please provide the following information in the message:

  1. item description;
  2. any known information about the rider and ride in which the item was left;
  3. and permission to give the rider your phone number.

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.