---
title: "How to add a new service type. Step 3.2: Cancellations"
description: "Learn about cancellation fees in Onde.Light."
url: https://help.light.onde.app/en/articles/109-how-to-add-a-new-service-type-step-32-cancellations
collection: "Service types"
updated: 2026-10-31
language: en
alternates: [es]
---

# How to add a new service type. Step 3.2: Cancellations

Learn about cancellation fees in Onde.Light.

**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.  

#### Driver Cancellation Fees: Instant Bookings

**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.
    

![The Edit service settings screen shows driver cancellation fees, wait time and distance controls, plus free cancellation settings for customers and drivers. Visible: Edit service, Cancellation by driver, Cancellation by driver fee, PLN, Min. driver’s wait time before they can cancel the order for fr](https://staticfiles.gleap.io/ghelparticle/h07JFLjk4WifRqCLdevktDjBJLkOUMTZxvSFkGnZeGH6s8zclMd9GA6UZzlOpb0wIV86EYuqTvE.png)

**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.

#### Driver Cancellation Fees: Pre-Orders

**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.

#### How Fees Are Collected and Where They Appear

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**
    

#### What Happens After a Driver Cancels

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**