Cancellation Policy
Cancellation rules depend on trip type, timing, assignment stage, waiting time, and no-show status.
1. Purpose
This Cancellation Policy governs cancellation rules applicable to transportation services booked through the Text.Cab platform.
Cancellation eligibility, fees, waiting charges, and related compensation may vary based on:
Trip type;
Assignment status;
cancellation timing;
waiting time;
operational circumstances;
no-show status;
applicable platform rules.
This Policy is incorporated into the Text.Cab Terms & Conditions.
2. Before Assignment
A Rider may cancel a booking request without charge before a Driver has been assigned.
Prior to Assignment:
transportation availability is not guaranteed;
pricing may change;
booking requests may be declined;
booking requests may be cancelled.
No cancellation fee shall apply when a booking is cancelled before Assignment.
3. On-Demand Trips
For On-Demand (ASAP) Trips:
cancellation is free during the first two (2) minutes following Driver Assignment.
After the first two (2) minutes:
cancellation fees may apply;
operator compensation may apply;
waiting-related charges may apply where applicable.
Applicable fees may vary based on operational circumstances and platform rules.
4. Reservation Trips
For Reservation Trips:
cancellation is generally free until one (1) hour before scheduled pickup time following Assignment.
Within less than one (1) hour before scheduled pickup:
cancellation fees may apply;
operator compensation may apply;
other applicable charges may apply.
Applicable fees may vary based on operational circumstances and platform rules.
5. Driver Arrival at Pickup Location
If a Driver has arrived at the pickup location or is actively waiting at the pickup location when a cancellation occurs:
waiting charges may apply;
cancellation fees may apply;
applicable service charges may apply.
Such charges may be assessed regardless of whether transportation services have begun.
6. Waiting Time
Waiting time may begin when a Driver arrives at the designated pickup location.
Waiting-related charges may apply according to applicable platform pricing rules.
Excessive Rider delay may permit:
Driver cancellation;
Dispatcher cancellation;
Fleet cancellation;
application of cancellation-related charges.
7. No-Show Events
A no-show event may occur when a Rider, Guest, Driver, Fleet, or Dispatcher fails to reasonably participate in a scheduled transportation service.
No-show events may result in:
cancellation fees;
waiting charges;
partial Trip charges;
full Trip charges where permitted by platform rules.
Determination of a no-show event remains subject to operational review.
8. Driver, Dispatcher, and Fleet Cancellations
Drivers, Dispatchers, and Fleets may cancel transportation services when reasonably necessary due to:
safety concerns;
operational issues;
vehicle issues;
legal requirements;
Rider conduct;
other legitimate operational circumstances.
Cancellations initiated by Drivers, Dispatchers, or Fleets may affect:
Ratings;
Reliability indicators;
assignment priority;
marketplace visibility;
compensation eligibility;
other platform metrics.
Text.Cab may review cancellation activity for operational integrity purposes.
9. Fleet Channel Bookings
Trips originating through Fleet Channels remain subject to the same cancellation rules applicable to other Platform bookings.
Fleet Channel participation does not create separate cancellation rights or cancellation standards.
Fleet Channel types may include:
Fleet Link;
Referral Code;
Custom Domain Redirect linked to Fleet Link.
10. Cancellation Review Requests
Cancellation-related disputes, fare reviews, billing disputes, and related requests must be submitted within seventy-two (72) hours after Trip completion or cancellation.
Text.Cab and participating Fleets may review and resolve requests within seven (7) business days.
Complex cases may require additional time.
Supporting information may be requested during review.
11. Platform Discretion
Text.Cab may review cancellations on a case-by-case basis.
Text.Cab may:
waive charges;
reduce charges;
adjust charges;
apply charges;
where operational circumstances reasonably justify such action.
Examples may include:
weather events;
traffic emergencies;
platform outages;
fleet errors;
assignment issues;
safety concerns;
other exceptional circumstances.
Nothing in this section guarantees fee waivers or refunds.
12. Relationship to Refund Policy
Cancellation outcomes and refund outcomes are governed by separate policies.
Cancellation of a Trip does not automatically create entitlement to a refund.
Refund eligibility remains subject to the Text.Cab Refund Policy.
13. Policy Updates
Text.Cab may update this Cancellation Policy from time to time.
Updated versions become effective upon publication unless otherwise stated.
Continued use of the Platform following publication constitutes acceptance of updated policies.
14. Text Cab LLC Contacts
Registered Address:
82 Wendell Ave. Ste 100
Pittsfield, MA 01201
Mailing Address:
612 Middlesex Tpke #929
Nutting Lake, MA 01865
Email:
Legal@text.cab