Cancellation Policy
What it costs to cancel, counted from your pickup time. Last updated: 25 September 2026.
What changed on 25 September 2026
- How your ZeroLanes balance comes back when you cancel.
- Cashback is only earned on completed journeys.
- How long your driver waits before a no-show.
- Cancelling ZeroLanes Pro is separate from cancelling a journey.
- Booked
- More than 24 hours before pickupFree
- 12 to 24 hours before pickup50% of the fare
- Under 12 hours before pickupFull fare
- Pickup
Free until a driver is assigned.
Also free for 5 minutes after you book. Under 12 hours, still free for 30 minutes once your driver is arranged. If we cancel, you pay nothing.Changed your mind straight away?
Cancelling is free until a driver is assigned to your journey, however close pickup is, and for 5 minutes after you book. The charges above apply only once a driver is assigned. If pickup is under 12 hours away, you still have 30 minutes after your driver is arranged to cancel for free.
How to cancel
Sign in, open the journey under Your journeys and choose Cancel. The page shows what, if anything, will be charged before you confirm. A refund goes back to the card you paid with.
If we cancel
If we cannot arrange your car, or cancel for any reason that is not yours, you are not charged, and anything taken is refunded in full.
If you are not there
Your driver waits 15 minutes after the booked time, or after they arrive if that is later. If they cannot collect you and you cannot be reached in that time, the journey is treated as a no-show and the full fare is charged.
Your balance, cashback and Pro
If you used your ZeroLanes balance on the journey, it comes back in full when cancelling is free, and in proportion when part of the fare is charged. Cashback is only earned on completed journeys. Cancelling ZeroLanes Pro is separate: it stops at the end of the period you have paid for.
The full terms are in our Terms of Service.