Cancellation Policy سياسة الإلغاء

Overview

We understand that plans change. You can cancel a ride request at any time through the CAB app. However, cancelling after a Driver has been assigned and has started travelling to your pickup location may result in a small cancellation fee — this is to fairly compensate the Driver for their time and fuel.

When Cancellation is Free

You will not be charged a cancellation fee if:

• You cancel before a Driver has been assigned to your request
• You cancel within the free cancellation window after Driver assignment
• The Driver cancels the ride (the Driver-initiated cancellation is not your responsibility)
• The Driver fails to arrive within a reasonable time
• The App experiences a technical error that prevents the ride from being completed

When a Cancellation Fee May Apply

A cancellation fee may be charged if you cancel after a Driver has been assigned and the free cancellation window has passed. The fee reflects a portion of the journey the Driver made towards your pickup location.

Valid Cancellation Reasons

When you cancel, the App asks you to select a reason. This helps us improve the service and may affect whether a fee applies. Valid reasons you can select include:

• Driver is taking too long
• Wrong destination entered
• Changed my mind
• Found another ride
• Driver asked me to cancel
• Other

If a Driver asks you to cancel on their behalf, please select "Driver asked me to cancel." This protects you from a cancellation fee and flags the Driver's behaviour for review.

Disputing a Cancellation Fee

If you believe a cancellation fee was applied in error — for example, because the Driver was significantly late, was at the wrong location, or asked you to cancel — please contact us within 48 hours of the ride.

To dispute a fee, go to Ride History → the relevant trip → Report an Issue in the App, or email us at support@cab.app with the ride date, time, and a brief description.

We review all disputes and will waive the fee if our investigation confirms it was applied incorrectly.

Driver Cancellations

Drivers may occasionally cancel a ride after accepting it, for example due to a vehicle issue or navigational error. If a Driver cancels:

• You will be returned to the matching queue automatically
• No fee is charged to you
• Repeat Driver cancellations are monitored and may result in Driver account review

Refund Policy

Because all rides are paid in cash directly to the Driver, CAB does not process online refunds. Fare adjustments (for errors or disputes) are handled as a credit applied to your next ride's fare, shown as a deduction before you confirm the booking.

Changes to This Policy

We may update this Cancellation Policy from time to time. Material changes will be communicated via in-app notification. Continued use of the App after updates constitutes acceptance of the revised policy.