How to Cancel a Trip
Guests can cancel a trip at any time through the Drive mate website or mobile app. The cancellation is processed immediately.
To cancel:
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 24 hours
100% (minus processing fees)
No payout
Full refund, no host penalty
Less than 24 hours
Partial refund (based on trip length)
80% of the cancellation fee credited to Host
Guest charged a cancellation fee
After trip start time
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 5–10 business days.
Cancellations by Drive mate
In rare cases, Drive mate may cancel a booking due to:
Suspicion of fraud
Trust and safety issues
Policy violations
If Drive mate cancels the trip:
Guests will receive a 100% refund, including processing fees.
Hosts are not eligible for earnings.
Exceptional Circumstances, Drive mate may waive penalties or fees in cases of:
Medical emergencies
Natural disasters
Other verified emergencies
These are reviewed on a case-by-case basis. To request a penalty waiver, please contact support@drivemate.com with documentation.
Need Help?
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.