Customer cancellation fee
In the Onde.Light solution, there is no cancellation policy for customers, as the system does not include a customer app or the ability to link a payment card in the Web booking panel. As a result, orders are canceled in the system without any commission fees.
Cancellation after acceptance
By default, a driver is charged a fee when they cancel an instant job after accepting it. You can set a grace period in Fee settings, using the Free cancellation for minutes after booking field. The default is 0 minutes.
If the driver cancels within the grace period, no fee is charged.
If the driver cancels after the grace period ends, the fee is charged.
Cancellation while on a ride (status “Transferring”)
If a driver cancels after swiping to start a ride, the system treats it as a mid-ride cancellation and charges a fee.
Cancellation before pick-up time
Drivers have a default grace period of 30 minutes to cancel an accepted pre-order without a fee. You control it with the Free cancellation for preorders minutes in advance field.
If the driver cancels more than 30 minutes before pick-up, no fee is charged.
If the driver cancels within 30 minutes of pick-up, a fee is charged.
If you set the grace period to 0 minutes, a fee always applies when a driver cancels an accepted pre-order.
You can set the grace period to any value up to the maximum pre-order window of 30 days (43,200 minutes), entered in minutes.
Cancellation while on a ride
Mid-ride cancellations follow the same logic for pre-orders as for instant bookings.
Driver cancellation fees are deducted from the driver’s balance, not from a credit card. You can see them in:
Web booking app: Booking history
Driver app: Recent jobs and Transactions
My hub: Driver profile > Transactions
Orders report
When a driver cancels an instant booking or a pre-order, the system:
Automatically re-queues the booking for driver search
Minimizes disruption for the customer
Places the cancelling driver back into the intelligent queue
