Once a host accepts a booking, whether manually or through Instant booking, the guest expects the car to be available at the agreed time and location. Last-minute cancellations can significantly disrupt a guest’s plans. To maintain trust on the platform, host cancellations are discouraged and may result in penalties.
General rules for Host cancellations
Once a booking is accepted, the host is expected to honor the booking.
If a host cancels after accepting, or is unavailable or unreachable at handover time, the cancellation is treated as a host-initiated cancellation.
Host-initiated cancellations may result in penalty fees, regardless of the reason for cancellation, unless explicitly stated otherwise in this policy.
Guidelines on waiving host cancellation penalties
A host may cancel one booking per calendar month without penalty, provided the cancellation is made within one hour of accepting the booking. The one-hour grace period starts from the time the booking is accepted on the platform.
Once this grace cancellation is used in a given month, all subsequent cancellations in that month will incur penalties. Repeated use of grace cancellations may be reviewed and may affect host standing.
Cancellation fees
Cancellation timing is calculated based on the scheduled trip start time shown in the booking.
Cancellation timing | Penalty |
Within 1 hour of booking acceptance (once per calendar month) | No penalty |
More than 30 days before trip start | No penalty |
More than 72 hours before trip start | $25 |
Within 72 hours of trip start | $50 |
Within 24 hours of trip start | $75 |
Host no-show | $100 |
If a host initiates a cancellation, 80% of the penalty amount may be credited to the guest to help offset the inconvenience caused.
Host No-show
Hosts are expected to remain contactable during the one hour immediately preceding the scheduled trip start time and to make the car available at the agreed start time. A host may be considered a No-show if they are unreachable by the guest or Drive mate Support during the one hour before the trip start time and fail to respond to reasonable contact attempts.
Where a host causes a delayed handover during pick-up, they may be required to compensate the guest for any lost booking time by extending the trip where feasible. If the host remains unreachable or the car is not made available, the booking may be treated as a No Show, host-initiated cancellation, and the applicable penalties under this policy may apply. Hosts are expected to remain contactable during the one hour immediately preceding the scheduled trip start time and to make the car available at the agreed location and time.
A host may be classified as a no-show where any of the following apply:
The host is unreachable by the guest or Drive mate support during the one hour before the scheduled trip start time and fails to respond to reasonable contact attempts
The host is unable to provide the car, keys, or access method required for the guest to commence the booking.
Where a host causes a delayed handover but the booking proceeds, the host may be required to compensate the guest for lost booking time by extending the trip where feasible or through another reasonable remedy determined by Drive mate. Being partially responsive, providing intermittent updates, or responding only after the scheduled trip start time does not automatically prevent a no-show classification.
Car availability
A car is considered available only when the host is able and willing to hand over the car in a roadworthy condition, together with any keys, access devices, or information required to commence the trip. A host will not be considered to have fulfilled their obligations merely by being contactable if the car cannot be handed over for use.
Examples include, but are not limited to the ff:
Missing or unavailable keys
A flat or damaged tyre
A dead battery
Insufficient fuel or charge preventing normal use
Mechanical issues that prevent the car from being driven safely
Failure to attend the agreed handover location.
Such circumstances may be treated as host-initiated cancellations where the car cannot be provided as booked.
Guest-caused handover failures
A host will not be considered a No-show if the guest is responsible for the failed or delayed handover during pick-up, including in any of the following circumstances:
Fails to attend the agreed pick-up location
Arrives more than 30 minutes after the scheduled trip start time
Fails identity, licence, or verification requirements
Refuses to comply with Drive mate policies or trip procedures;
Appears impaired, intoxicated, or otherwise unsuitable to drive
Requests changes to the agreed handover arrangements that are not accepted by the host.
In such cases, the booking will be treated in accordance with the applicable guest cancellation, late arrival, or policy violation provisions. The guest will not be eligible for a refund, and the host will be entitled to the applicable earnings for the booking.
Impact of repeated cancellations
Repeated cancellations, delayed handovers, no-shows, or car availability issues may result in additional actions, including the ff:
Reduced visibility in search results
Restrictions on Instant Booking privileges
Temporary listing restrictions
Account review
Suspension or removal from the platform
Drive mate-initiated cancellations
In limited circumstances, Drive mate may cancel a booking to address any of the following:
Fraud prevention concerns
Trust and safety risks
Regulatory or legal requirements
Platform integrity concerns
If Drive mate cancels a booking, the guest will receive the applicable refund, and the host generally will not receive earnings for the cancelled booking.
Important reminders
Accept bookings only when you are confident you can fulfill them.
Keep your contact details up to date and remain reachable before trip start.
Notify the guest and Drive mate support immediately if an issue arises.
Ensure the car is roadworthy, clean, accessible, and ready for handover before the scheduled trip start time.
Avoid cancellations whenever possible, especially close to trip start.
Do not ask or pressure a guest to cancel a booking on your behalf in order to avoid cancellation penalties.