For details of the full passenger cancellation policy please visit https://www.hailoapp.com/policies/passengers/cancellation-policy/uk/ Driver penalties: Drivers are never charged if they cancel a job. But you may be warned if a cancellation occurs in very frequently or it they occur outside of the reasons described in “How and when to cancel a job” section.
When to Cancel The following circumstances are legitimate reasons to cancel If a customer does not show up after you arrived and waited for 2.5mins** There's a mutual agreement between you and the customer You are unable to reach the customer e.g. broke down, You need additional information from customer but you're unable to contact them Disorderly behaviour from the customer e.g. aggressive, abusive. Please also report this customer by sending feedback. ** For Business customers please allow 5mins of waiting time. You can identify a Hailo Business user on the offer screen. The offer will be marked as "Business" in a blue banner.
How to Cancel On the Main screen, when on the job, tap the 3 dots icon on the bottom right. Tap "Cancel job" Before you confirm the cancellation please ensure you are cancelling for the reasons described in "When to Cancel" Please note: Cancelling a job can leave a lasting impression on a customer. They can feel let down and frustrated, especially is they are left stranded. So its important you always try to call the customer before cancelling. Some circumstances can be resolved simply by communicating with the customer. Sometimes its not possible to reach the customer but we should always ensure we make the attempt.
Access the Driver app quick guide here. You will receive a “Scrub Fee” if you wait for more than the required 2.5mins, you are unable to contact the customer and you feel you are left with no choice but to cancel. You will also receive a scrub fee if a customer cancels 2mins after you accept the job. The scrub fee in London is £5 and is paid in the same way as your completed jobs.