Help Center


  • Introduction to prebook

    Prebook allows customers to book in advance. Drivers can see and take these jobs from the Prebook list in the app and start them when they are on the way. Activating a prebook puts drivers into a job flow just like a regular job. training guide chapter

    Nov 25, 2015 02:42PM GMT
  • What do I need to do before I can use the prebook feature?

    All drivers will be able to view Prebook jobs in the app, but before you can accept, you must complete the training. You can find the training link in

    Nov 25, 2015 02:41PM GMT
  • Getting started with prebooks

    Please read the Prebook training guide before you start taking Prebook jobs.

    Nov 25, 2015 02:39PM GMT
  • Cancellation Policy for prebookings

    With pre-bookings, we ask you to send feedback via the app about the cancellation. What happens if I have an accident or breakdown? We understand this can happen. In the unlikely event this happens within 30 minutes of pickup, ensure you cancel the job ASAP and inform the customer if you have tapped “Start Trip/On my way”. We closely monitor all our jobs to avoid abusing the system, ensuring drivers have a full selection of jobs. Please come in to the driver office to be re-enabled. My passenger didn’t show up, do I get a late scrub fee? Yes. As long as you have waited until pickup plus the standard waiting time AND you have called the customer (or attempted to) then you will receive £10 for a passenger no-show. If the customer cancels within 30 minutes of the pickup time and you have activated the booking, you will be awarded a £10 scrub fee. I’ve cancelled a job, but I have 3 more left to do. What happens now? If you cancel within 24h of the pickup, you will be removed from the prebook service for any new jobs, but you should complete those jobs you have already taken. Should you be unable to complete any other jobs you’ve accepted, please cancel them as soon as possible. For details of the full passenger cancellation policy please visit

    Nov 25, 2015 02:39PM GMT
  • Do I get paid the same way as regular Hailo jobs?

    Yes. A Prebook job is just like any other Hailo Job. The only major difference is that you are accepting the jobs before the pickup time. Once you start (or activate) a Prebook you are in 'running state'.

    Nov 25, 2015 02:37PM GMT