Updated: October 17, 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 When a request is withdrawn or expires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 but before the scheduled departure or pickup time, you receive a 50% refund of the eligible ride or delivery price. Booking and platform fees are not refunded. The retained portion may be used to compensate the driver for the seat, time, and costs reserved for you.
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
A confirmed passenger must be present at the agreed pickup point by the scheduled departure time. After the driver arrives and waits for the period shown in the app, currently at least five minutes, the driver may report the passenger as a no-show. A passenger no-show receives no refund, including no refund of booking or platform fees. The retained eligible trip amount may be used to compensate the driver. The passenger may contact Support if the report is incorrect; CarCab may review location, timing, messages, and other available evidence.
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.