How can we help?

Sign in

Cancellation fee was not added

Cancellation fee is the compensation you receive when a rider cancels the trip after you accepted the order or arrived at the pickup location. Cancellation fees are subject to Bolt commission.

Cancellation fees do not apply if:

  • You exceeded the estimated time of arrival to the pickup location
  • The rider cancels the ride within 2-5 minutes after you have accepted the order
  • You were waiting for the rider or cancelled far from the chosen pickup location
  • You have marked that you arrived far from the selected pickup location.

Cancellation fees apply to all rides with in-app payments.

In France, the Netherlands, Poland, Romania, Slovakia, Spain, and Ukraine, cancellation fees for cash rides can be reimbursed for three rides within the seven-day period. To receive a cancellation fee for a cash ride, contact our Support team through this article.

Was this article helpful?