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Cancellation fee was not added

A 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:

  • The rider cancels the ride within 2  minutes after you have accepted the order
  • You were waiting for the rider far from the chosen pickup location
  • You have marked that you arrived far from the selected pickup location.

Please keep in mind that the cancellation fee can be applied only if you wait at the pickup for the required amount of time before canceling:

  • Poltava: 5 minutes
  • Other cities: 7 minutes

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

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.

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