Driver Cancellation Policy

1. Purpose

This Driver Cancellation Policy outlines the expectations, consequences, and procedures for ride cancellations by DoraRide drivers. This policy is designed to ensure reliability, maintain service quality, and protect the interests of both riders and drivers.

2. Acceptable Cancellation Reasons

Drivers may cancel rides under the following circumstances without penalty:

2.1 Safety Concerns

• Rider appears intoxicated or under the influence
• Rider is behaving aggressively or threateningly
• Rider refuses to wear seatbelt
• Rider attempts to bring prohibited items into vehicle
• Rider requests unsafe driving practices

2.2 Verification Issues

• Rider's name doesn't match booking information
• Rider attempts to bring additional passengers without approval
• Rider is not at the pickup location
• Rider cannot be contacted after reasonable attempts

2.3 Technical Issues

• App malfunction preventing ride completion
• GPS inaccuracy causing unreasonable pickup distance
• Payment system failure

2.4 Personal Emergencies

• Sudden illness or medical emergency
• Vehicle breakdown or accident
• Family emergency requiring immediate attention

3. Cancellation Process

3.1 Before Pickup

• Driver arrives at pickup location
• Driver waits for minimum 5 minutes (timer shown in app)
• If rider doesn't appear, driver may cancel selecting appropriate reason
• Driver may attempt to contact rider via in-app call

3.2 After Pickup Started

4. Cancellation Fees

4.1 Driver-Initiated Cancellations

• No fee for cancellations under valid reasons (Section 2)
• $2-5 cancellation fee applied to driver for invalid/unauthorized cancellations
• Fee deducted from next earnings

4.2 Compensation for Valid Cancellations

When driver cancels for valid reasons after arrival:

• Driver receives wait time compensation (varies by city)
• Rider charged minimum cancellation fee

5. Cancellation Limits & Consequences

5.1 Weekly Limits

• Warning zone: 10-15% cancellation rate
• Review zone: 15-20% cancellation rate
• Action zone: 20%+ cancellation rate

5.2 Consequences

• First offense (15-20% rate): Warning notification, required viewing of training materials
• Second offense (20-25% rate): Temporary deactivation (24-48 hours), performance review call
• Third offense (25%+ rate): Extended deactivation (7-30 days), re-application required
• Chronic violations (30%+ rate): Permanent deactivation, ineligibility for re-application

6. Cancellation Rate Calculation

Excluded from calculation:

• Rides cancelled by rider before driver arrival
• Rides cancelled due to app/system failures
• Rides cancelled for verified safety concerns
• Force majeure events

7. No-Show Policy

7.1 Driver No-Show

If driver doesn't arrive within 10 minutes of ETA:

• Rider may cancel without penalty
• Driver receives "no-show" strike
• Three no-show strikes = temporary deactivation

7.2 Rider No-Show

If rider doesn't appear within 5 minutes of driver arrival:

• Driver may cancel with "rider no-show" reason
• Rider charged cancellation fee
• Driver receives wait time compensation

8. Appeal Process

8.1 How to Appeal

Drivers may appeal cancellation penalties within 48 hours by:

• Opening DoraRide Driver app
• Going to Help → Cancellations
• Selecting affected ride
• Providing evidence (photos, details, timestamps)

8.2 Required Evidence

• Photos of situation (when safe to take)
• Screenshots of app screens
• Timestamp information
• Detailed description of events

9. Special Circumstances

9.1 Peak Hours

During surge pricing or peak hours:

• Cancellation penalties may be doubled
• Higher scrutiny of cancellation reasons
• Priority given to riders for re-matching

9.2 Scheduled Rides

For scheduled/advance bookings:

• Cancellation must occur at least 1 hour before pickup
• Last-minute cancellations subject to higher penalties
• Repeated scheduled ride cancellations may lose scheduling privileges

10. Best Practices

To minimize cancellations:

• Check details before accepting: Review pickup location, destination, and estimated fare
• Communicate early: Contact rider if running late or encountering issues
• Update availability: Go offline if unable to accept rides
• Know your area: Be familiar with pickup locations to avoid navigation issues
• Maintain vehicle: Regular maintenance prevents breakdown-related cancellations

11. Policy Updates

This policy may be updated periodically. Drivers will be notified of significant changes via:

• In-app notifications
• Email communication
• App update release notes

12. Contact & Support

For cancellation-related questions or disputes:

Response Time:

• Appeal responses: 24-48 hours
• General inquiries: 12-24 hours
• Urgent safety issues: Immediate attention

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