Cancellation & Refund Policy

Last updated: February 23, 2026

We understand that plans change. This policy explains what happens when a ride is cancelled and how refunds are processed. All refunds are issued to your original payment method through Stripe.

Driver Cancels

If a driver cancels the ride for any reason:

Full refund — 100% of your payment returned, including the platform fee.

The booking is marked as “Cancelled by driver” and moved to your archived rides.

Rider Cancels — More Than 24 Hours Before Departure

If you cancel your booking at least 24 hours before the scheduled departure time:

Seat contributionRefunded in full
Platform feeNon-refundable
Driver receivesNo payment

Rider Cancels — Less Than 24 Hours Before Departure

If you cancel within 24 hours of the scheduled departure time:

Seat contribution50% refunded
Platform feeNon-refundable
Driver receives50% of seat contribution

No-Show

If you fail to show up for a confirmed ride:

No refund. The driver receives the full seat contribution and FULLRIDE retains the platform fee.

The booking is marked as “No-show” and affects your cancellation history rating visible to future drivers.

Driver No-Show or Late

If the driver fails to show up or significantly departs from the agreed pickup time/location:

Full refund — 100% of your payment returned, including the platform fee.

Contact support@full-ride.com if the driver does not arrive. The driver may also face account penalties for repeated no-shows.

How Refunds Work

  • Refunds are automatically processed to your original payment method through Stripe
  • Refunds typically appear within 5–10 business days, depending on your bank
  • You will receive an email confirmation when a refund is issued

Driver Cancellation Impact

Frequent cancellations by drivers affect their cancellation history label visible on their profile. Labels range from “Never cancels” to “Sometimes cancels,” helping riders make informed booking decisions.

Disputes & Exceptions

If you believe a cancellation or refund was handled incorrectly, or if extenuating circumstances apply, please contact us at support@full-ride.com within 48 hours of the scheduled ride. We review each case individually and may issue additional refunds at our discretion.

Weather & Emergency Exceptions

Cancellations due to severe weather, natural disasters, road closures, or other emergency situations are handled at FULLRIDE's discretion. In these cases, we may waive standard cancellation penalties and issue additional refunds beyond what this policy normally provides.

Anti-Abuse Policy

FULLRIDE reserves the right to override standard refund or payout rules when fraud, abuse, or misuse is suspected. Additionally:

  • Repeated cancellations or no-shows may result in account suspension or termination
  • Filing chargebacks with your bank instead of using FULLRIDE's cancellation process may result in account suspension
  • FULLRIDE may request evidence (screenshots, messages) to resolve disputed cancellations

Questions?

For more details, visit our Support page or email support@full-ride.com.