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I have an inquiry about cancellation fee
When a trip request is canceled or the rider doesn't arrive at the pickup location, you may be paid a cancellation fee.
Cancellation fees are displayed on your payment statement and may vary by vehicle class (Lobon, Lobon Black, Lobon VAN, Lobon Comfort). The usual service fee will be deducted from the cancellation fee.
DID THE DRIVER CANCEL?
Then you will receive a cancellation fee if:
- you have been at the pick-up location for at least 5 minutes* (the time you were on the way to the pick-up location does not count) [*8 minutes for Lobon Black];
- you have called the customer at least 2 times.
THE CUSTOMER CANCELS?
Then you get a cancellation fee if:
- you were on the road for more than 2 minutes from the moment you accepted the trip;
- your expected arrival time is not more than 5 minutes late.
LOBON PIN RIDES
The same cancellation policy applies to Lobon PIN rides. If you are eligible for a cancellation fee, you will receive it through the normal means, paid weekly through Lobon, according to the cancellation policy.
TIPS AND EXCEPTIONS
- The system checks if you have waited 5 minutes. So pay close attention, because 4 minutes and 59 seconds is too short.
- If the 'confirm arrival' option has been used, your claim to the cancellation fee is forfeited in all cases.
- If you must cancel, do so while still at the pick-up location. If you cancel while you are already far away from the pick-up location, the cancellation fee will be forfeited.
Cancellation fees are displayed on your payment statement and may vary by vehicle class (Lobon, Lobon Black, Lobon VAN, Lobon Comfort). The usual service fee will be deducted from the cancellation fee.
DID THE DRIVER CANCEL?
Then you will receive a cancellation fee if:
- you have been at the pick-up location for at least 5 minutes* (the time you were on the way to the pick-up location does not count) [*8 minutes for Lobon Black];
- you have called the customer at least 2 times.
THE CUSTOMER CANCELS?
Then you get a cancellation fee if:
- you were on the road for more than 2 minutes from the moment you accepted the trip;
- your expected arrival time is not more than 5 minutes late.
LOBON PIN RIDES
The same cancellation policy applies to Lobon PIN rides. If you are eligible for a cancellation fee, you will receive it through the normal means, paid weekly through Lobon, according to the cancellation policy.
TIPS AND EXCEPTIONS
- The system checks if you have waited 5 minutes. So pay close attention, because 4 minutes and 59 seconds is too short.
- If the 'confirm arrival' option has been used, your claim to the cancellation fee is forfeited in all cases.
- If you must cancel, do so while still at the pick-up location. If you cancel while you are already far away from the pick-up location, the cancellation fee will be forfeited.
