Cancellation Policy

1. Rider Cancellations

1.1 Cancellation Fee Schedule

Cancellations are subject to the following fee schedule, based on how far in advance of the scheduled departure the cancellation is made:

1.2 How Cancellation Fees Are Applied

Cancellation fees are deducted from the refund issued to the rider and paid to the driver as compensation for the cancelled booking. The percentage a rider receives back varies with how close to departure the cancellation is made, because the fee portion is what is passed along to the driver.

1.3 Late Cancellations and Reliability

Cancellations made within 12 hours of departure are recorded as late cancellations and may affect the cancelling user's reliability score, which is visible to other users.

2. Driver Cancellations

2.1 When These Rules Apply

The consequences described in this section apply only when one or more riders have booked and confirmed a seat on the trip. If no rider has booked a posted trip, the driver may freely cancel or remove the listing at any time with no penalty — an unbooked listing has no rider relying on it.

2.2 Driver Cancellation Schedule

When a driver cancels a trip that has at least one confirmed rider, the following applies, based on how far in advance of the scheduled departure the cancellation is made:

2.3 Rider Refunds for Driver Cancellations

Whenever a driver cancels a confirmed trip, all affected riders receive a full refund. A driver's cancellation is never the rider's fault, so riders are made whole regardless of timing.

3. No-Shows

If a rider fails to appear at the agreed pickup location and time, or if a driver fails to depart for a confirmed trip, the absent party may be treated as a no-show. No-shows may result in a full charge (for a rider who does not appear) or a full refund (for a rider when the driver does not appear), and will negatively impact the absent party's reliability score.

4. Refund Processing

4.1 Refund Timeline

All refunds are issued to the original payment method used at the time of booking and are typically processed within 3-5 business days. You will receive a confirmation once the refund has been initiated. Actual posting times depend on your bank or payment provider.

4.2 Payment Processing Fee

Whenever a rider cancels a booking, a fixed payment processing fee is retained. This fee exists solely to cover the non-recoverable cost charged by our payment processor when a payment is collected and later refunded — BoolRider does not profit from it. This processing fee is a fixed amount and does not change based on how close to departure the cancellation occurs. Once the processing fee is deducted, the rider receives the full amount they are entitled to under the cancellation fee schedule in Section 1.1. The percentage a rider receives back changes with timing only because the cancellation fee portion is paid to the driver as compensation, not because of the processing fee.

5. Repeated Cancellations and Reliability Scores

5.1 Impact on Reliability Score

Your reliability score reflects your history of completing bookings and honoring trip commitments. Cancellations, late cancellations, and no-shows negatively impact this score. Riders and drivers with low reliability scores may see decreased booking success and visibility on the platform.

5.2 Cancellation Patterns and Account Review

Riders: 2 or more cancellations within a 30-day span may prompt further investigation, potentially resulting in account suspension or removal. Note that BoolRider does not "reset" your history at the end of any 30-day window — we retain a record of past cancellations. A recurring pattern (for example, 2 cancellations every month) is not excusable simply because each falls within a separate 30-day period, and may itself trigger review.

Drivers: 2 or more cancellations within a one-month span WILL be investigated and will likely result in account suspension and potential removal from the platform. As with riders, past cancellations are retained and a recurring monthly pattern is not excusable.

6. Changes to Scheduled Trip Details

6.1 Minor Changes

Drivers may make minor changes to scheduled trips (departure time adjustments of 30 minutes or less, or minor route adjustments) without cancellation penalties, provided all booked riders are notified at least 12 hours before departure. Riders may cancel without penalty if they cannot accommodate the change.

6.2 Significant Changes

Drivers may not make significant changes (departure time changes of more than 30 minutes, destination changes, or route changes) without first obtaining approval from booked riders. If riders do not approve, the driver may cancel the trip, and all affected riders will receive a full refund.

7. Exceptional Circumstances

BoolRider may waive or reduce cancellation fees and penalties in cases of genuine hardship — including illness, family emergency, vehicle breakdown, severe weather, or other circumstances beyond the user's control. To request a review, contact support@boolrider.com with documentation supporting your claim.

8. Modifications to This Policy

BoolRider reserves the right to modify this Cancellation Policy with reasonable notice to users. The policy in effect at the time a booking is confirmed will apply to that booking.

9. Contact Us

If you have questions about this Cancellation Policy or need to request an exception, please contact us:

• Email: support@boolrider.com
• In-App: Settings > Contact Support
• Website: www.boolrider.com