Updated: September 4, 2026
This policy explains how cancellations and refunds generally work for CarCab passenger rides and package delivery requests on supported U.S. routes. CarCab is a planned-route platform, not an on-demand taxi or courier service, so timing and driver acceptance matter.
1. When a request is withdrawn or expires
If you withdraw a booking request before it is accepted, or if the request expires before a driver accepts it, you receive a full refund of any captured payment. Any eligible booking or platform fee charged for that request is also refunded.
2. More than 24 hours before departure
If an approved booking is canceled more than 24 hours before the scheduled departure or pickup time, you receive a full refund of the ride or delivery price, minus any non-refundable booking or platform fee shown before payment.
3. Less than 24 hours before departure
If an approved booking is canceled less than 24 hours before the scheduled departure or pickup time, you may receive a 50% refund of the ride or delivery price, minus any booking or platform fee. The driver may receive up to 50% of the eligible price as compensation for the late cancellation.
CarCab may add an automatic late-cancellation record to the canceling user's profile. In limited cases, Support may review the situation and issue a different refund if the facts justify it. Cancel in the app first, then contact Support if you believe an exception applies.
4. No-show
If a passenger, sender, or recipient does not appear at the agreed pickup or dropoff location within the applicable waiting period, the booking may be treated as a no-show and may not be eligible for a refund.
5. When the driver cancels
If the driver cancels an approved ride or delivery before completion, you receive a full refund of the eligible amount, including any eligible booking or platform fee charged for that booking.
6. Delivery-specific notes
For package delivery, refund timing may depend on whether a driver has accepted the delivery, whether pickup has occurred, and whether CarCab has enough information to resolve a support review. Pickup codes, dropoff codes, delivery photos, signatures, and support records may be used to confirm the delivery stage.
7. Support review
CarCab may review cancellations for safety, fraud prevention, payment disputes, weather, emergencies, repeated misuse, or other exceptional circumstances. Review decisions may affect refunds, driver compensation, account status, ratings, or risk records.
For general help, see the cancellation FAQ or contact support@thecarcab.com.