Drive mate understands that unexpected changes can happen. However, confirmed bookings represent a commitment to guests who rely on hosts for reliable transportation.
To maintain trust and ensure fairness, cancellation rules apply based on the type and timing of the booking.
Who This Policy Applies To
This policy is for Drive mate hosts with confirmed bookings, either via instant booking or manual approval.
Key Points to Know
All cancellations are subject to non-refundable processing fees.
Hosts are expected to honor confirmed bookings. Repeated cancellations may affect your hosting privileges.
Cancellation penalties vary by how close the cancellation is to the scheduled pickup time.
Host-Initiated Cancellations
If a host cancels a booking (or fails to provide the car or keys for a physical handover), the following penalties apply:
More than 30 days before trip start: No penalty.
More than 72 hours before trip start: $25 penalty.
Within 72 hours of trip start: $50 penalty.
Within 24 hours of trip start: $75 penalty.
No-show for physical handover: $100 penalty
(A no-show is defined as the host being unreachable by the guest or customer service within 1 hour of the scheduled trip start time.)
Note: 80% of the penalty is passed on to the guest to help offset the inconvenience.
Impact of Cancellations
Cancellations can negatively impact:
Guest satisfaction and likelihood of future bookings
Host credibility and search ranking on the platform
Drive mate may also take additional action if cancellation behavior becomes a pattern.
Drive mate-Initiated Cancellations
In rare cases, Drive mate may cancel a trip for the following reasons:
Fraud prevention
Trust and safety concerns
If Drive mate cancels a trip:
The guest receives a full refund
The host will not receive any payout
Exceptions and Special Circumstances
Drive mate reserves the right to waive cancellation penalties under exceptional circumstances.
These are reviewed on a case-by-case basis and are intended to protect the interests of both hosts and guests.