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From: "Uber" <uber@uber.com>
To: <bob@sarahharvey.com>
Subject: Info about cancellation and wait time policies
Date: Mon, 3 Nov 2025 16:23:23 -0000
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A quick guide to how our cancellation and wait time policies work ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏
<https://tb-static.uber.com/prod/crm/assets/spacer/sp_12x12.png>
How Cancellation & Wait time fees work at Uber
Hey Robert,
At Uber, we're always working to make every ride a great experience for you
and for the drivers who partner with us. To keep things fair and reliable
for everyone, we wanted to give you a clear look at how our cancellation and
wait time fees work.
Here’s a quick guide:
Cancellation Fees: To respect a driver's time and effort, a cancellation fee
may apply in two situations:
* If you cancel: You have a two-minute grace period to cancel a ride after a
driver accepts it. If you cancel after this window, a cancellation fee will
be applied. You will be informed of the exact cancellation fee before you
cancel.
* If your driver cancels: After a driver has waited for you at the pickup
location beyond free wait time thresholds shown here, they are eligible to
cancel the trip, and a cancellation fee will be applied.
When a trip is cancelled after a driver has already started heading your
way, they've spent valuable time and fuel without earning anything. The
cancellation fee helps compensate them for that. You can find the range of
cancellation fees applicable here.
Your cancellation fee will be waived if your driver exceeds the initial ETA
by 5 minutes, if your driver hasn’t made any progress towards your location
or if your driver is driving further away from the pick-up location.
Wait Time Fees: To ensure trips start on time, wait time fees may apply if
your driver has arrived and waited for you at the pickup location for more
than the allotted time. These fees vary by product type. You can find the
exact details—including when these fees begin and their cost—by tapping the
information icon (i) next to a ride option in your Uber app - while
requesting a ride.
We really appreciate your understanding that these policies help us create a
more reliable and respectful community for everyone.
Learn more
Help Centre
Terms
Privacy
Email preferences
Images or text may have been created or edited with AI.
Uber London Limited
Aldgate Tower First Floor, 2 Leman Street, London, E1 8FA
Uber.com
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A quick guide to how our cancellation and wait time policies work
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How Cancellation & Wait time fees work at Uber
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<tr>
<td class=3D"" style=3D"direction:ltr;text-align:left; font-family: =
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<div>Hey Robert,<br />
<br />
At Uber, we're always working to make every ride a great experience =
for you and for the drivers who partner with us. To keep things fair and =
reliable for everyone, we wanted to give you a clear look at how our =
<strong>cancellation and wait time fees</strong> work.<br />
<br />
Here=E2=80=99s a quick guide:<br />
<br />
<strong>Cancellation Fees</strong>: To respect a driver's time and =
effort, a cancellation fee may apply in two situations:<br />
<br />
</div>
<ul>
<li><strong>If you cancel</strong>: You have a <strong>two-minute grace =
period</strong> to cancel a ride after a driver accepts it. If you =
cancel after this window, a cancellation fee will be applied. You will =
be informed of the exact cancellation fee before you cancel.<br /></li>
<li><strong>If your driver cancels</strong>: After a driver has waited =
for you at the pickup location beyond free wait time thresholds shown <a =
style=3D"color:#266ef1; text-decoration: underline;" =
href=3D"https://email.uber.com/ls/click?upn=3Du001.-2FxW2bBMrRy-2FYZM85M5=
1QlV39DGuk0QhX2Mm74uTmAg8rUohqD3THkBO0nbfmBe0L4v4RajWuTyGHcbxpOsDvlANgDa3=
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BsKETw11b6Q-3Dfv6N_h201tDSNeclJsIfIaFKOciDkHPCQ1V-2FKFPQMoqLkcMUfGKUHT556=
q6YXi7JzEiyVnr-2FuamzvuPpO98V2mmoPtP2thu1qLXAyHXHcw3wG8soSEu80glfS2P4jUGV=
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ISqNVPYw2UeFzvNN9CtFDnokp751k4aJvsg1qN-2F-2FqEH4ZOt0tcyB8gNzRvcZFnxaH7-2F=
3EkdfJKlxJ3FxRSPIP1sGkrHPRGAjWGRCUn1bAxBDsoVAUi5XGIu7TrOqVJ7Ev4dIiCaTqy49=
nq66kzNs5jaXw9khauvuT880RqOS-2BVeWNfdK5GhlLQlYY6mUt7A7Yg-2B26Jou-2F4nMLkN=
TyywECs4cghRK5X9oWV0DpXt5kJhKZR4pSOp3oJatrjmo9tucDLg2ub92ffInWvUGjHSeO-2B=
0goztgS2aRN5tBaxyP-2F22nUD5JhnzU2tLhqx1g1oze3OL47MD1KckfSJZf-2FkvxWAmDG0V=
bqhRwBNphC6qGvSzRknd-2BIHS29uOXCg">here</a>, they are eligible to cancel =
the trip, and a cancellation fee will be applied.<br />
<br /></li>
</ul>
<div>When a trip is cancelled after a driver has already started heading =
your way, they've spent valuable time and fuel without earning =
anything. The cancellation fee helps compensate them for that. You can =
find the range of cancellation fees applicable <a =
style=3D"color:#266ef1; text-decoration: underline;" =
href=3D"https://email.uber.com/ls/click?upn=3Du001.-2FxW2bBMrRy-2FYZM85M5=
1QlV39DGuk0QhX2Mm74uTmAg8rUohqD3THkBO0nbfmBe0L4v4RajWuTyGHcbxpOsDvlANgDa3=
igwL-2FHo9iaikQMMuaP3rYXMgFF1L8ZJH6RZGYj-2BAwRGslT2iavYyrfpp7L2LA7Spun1DU=
BsKETw11b6Q-3D9RCQ_h201tDSNeclJsIfIaFKOciDkHPCQ1V-2FKFPQMoqLkcMUfGKUHT556=
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rWVdWjm46xQEP8k4m-2B9Wu-2FAQTr4ZW7f-2FYNDACbwlL8ypLkSOVA20Yr1UrXyEb1ZKdnR=
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U1zuEcUCAs4UV8x-2B7K84f9h2mO3Wm2LgcYVzAKuraTj4Dq7BqJCmQID-2Bj-2Fr389ey2zd=
ISqNVPYw2UeFzvNN9CtFDnokp751k4aJvsg1qN-2F-2FqEH4ZOt0tcyB8gNzRvcZFnxaH7-2F=
3EkdfJKlxJ3FxRSPIP1sGkrHPRGAjWGRCUn1bAxBDsoVAUi5XGIu7TrOqVJ7Ev4dIiCaTqy49=
nq66kzNs5jaXw9khauvuT880TTqk-2Bf054hcsgXf3HXSSquGJnXk1q9AfPU8Rt35yx4GoYxl=
hBXa8HH7mui9D1Zgwi-2FcCSv4qUAtbGB5hau0-2BxuXuy4SnEZ8lwO-2FsXtL1yuACIP6rkd=
rZ-2F-2FYq0vDf2GEYI4oERhZlFJq4UVEVxx6wwB2PY47C8LbaVVWOXdyTV2ik5ngsickp0TT=
Zt5LINX232ge2W-2FshNWxpZDn687a2sz">here</a>.<br />
<br />
Your cancellation fee will be waived if your driver exceeds the initial =
ETA by 5 minutes, if your driver hasn=E2=80=99t made any progress =
towards your location or if your driver is driving further away from the =
pick-up location.<br />
<br />
<strong>Wait Time Fees</strong>: To ensure trips start on time, wait =
time fees may apply if your driver has arrived and waited for you at the =
pickup location for more than the allotted time. These fees vary by =
product type. You can find the exact details=E2=80=94including when =
these fees begin and their cost=E2=80=94by tapping the information icon =
(i) next to a ride option in your Uber app - while requesting a ride.<br =
/>
<br />
We really appreciate your understanding that these policies help us =
create a more reliable and respectful community for everyone.</div>
</td>
</tr>
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href=3D"https://email.uber.com/ls/click?upn=3Du001.-2FxW2bBMrRy-2FYZM85M5=
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