This article explains how cancellations work for Guests, including refund eligibility, when fees apply, & what to expect.
Cancelling a trip
Guests can cancel a trip at any time through the Drive mate website or mobile app. The cancellation is processed immediately.
Guide to cancel on the app:
Log in to your Drive mate account
Navigate to My Trips > Upcoming
Select the trip you wish to cancel
Tap cancel trip and confirm
Refund policy based on time of cancellation
Time of Cancellation before trip start) | Guest refund | Host earnings | Notes |
More than 72 hours or within the hour after the booking gets accepted | Full refund | No payout | Full refund, no host penalty |
More than 72 hours but past one hour after the booking gets accepted | Full refund 100% (minus processing fees) | No payout | Full refund, no host penalty |
Less than 72 hours but within the hour from the time of booking acceptance | 100% (minus processing fees) | 80% of the cancellation fee credited to Host | Guest charged a cancellation fee |
Less than 72 hours but past one hour from the time of booking acceptance | No refund | Host receives full trip value | Treated as no-show |
Note - Processing fees are non-refundable for all cancellations.
Refunds are processed back to your original payment method within 5–7 business days.
Cancellations by Drive mate
In rare cases, Drive mate may cancel a booking due to the ff reasons:
Suspicion of fraud
Trust and safety issues
Policy violations
What happens if Drive mate cancels the trip?
Guests will receive a 100% refund, including processing fees.
Hosts are not eligible for earnings.
If you encounter issues cancelling your trip or believe you qualify for an exception, contact us:
In the app: Go to Help > Contact Support
Email: support@drivemate.com
Phone: Call our 24/7 support line at 03 4160 2205
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