Cancellation Policy

Swan Cab Drivers are expected to represent Swan Cab and themselves in a responsible, ethical and reasonable manner when providing riders with safe and efficient ride services.

To ensure a strong driver performance rating and to avoid warnings or temporary off-roading from the Swan Cab platform, it is critical for Drivers to understand their obligations as listed below:

*Drivers must not ask the rider to cancel the trip request.
*Drivers must not ask the rider’s drop location and once known, attempt to convince the rider in any manner, to cancel the trip request.
*Drivers should ensure their driver account does not have a high rate of cancellation activity.

Understanding Cancellation fees

Cancellation fee is charged to compensate drivers for the time, effort and fuel spent while trying to reach the pickup location.
A rider may be charged a cancellation fee if*:
The estimated time of arrival of the driver is less than 5 minutes and the rider cancels the booking 3 minutes or later after the booking has been accepted by the driver; or
The estimated time of arrival of the driver is 5 minutes or more and the rider cancels the booking 5 minutes or later after the booking has been accepted by the driver; or
The driver has already arrived at the pickup location; or
The driver cancels the booking after waiting at the pickup location for 5 minutes or more.
However, the cancellation fee will not be charged if the driver is delayed in reaching the pickup location by more than 5 minutes from the shown estimated time of arrival.
If a driver starts a trip they are ineligible to receive a cancellation fee for that same trip.
Cancellation fee amount may vary depending on the rider’s city and the vehicle category selected.
Cancellation fees charged to Swan riders will be paid to the driver, less any commission.
If a cancellation fee is applicable, the driver will be instantly notified within the app upon cancellation of the booking. Where a driver declines a ride after adhering to the above rules, Swan Cab reserves the right to deny a cancellation fee.
Any disputes may be raised via the app.