Driver Cancellation Policy

DRIVER CANCELLATION POLICY

INTRODUCTION

This policy outlines HEVO rider app cancellation charges that apply when cancelling a ride request.

RIDER CANCELLATION

Cancellation Grace Period

All trips cancelled by a rider within the first 5 minutes of booking a ride are free of charge ($0 cancellation charge). When cancelling after the 5-minute grace period, the trip requester (account holder) will be charged a cancellation fee applicable to the service type chosen.

Current Rider Cancellation Fees:

Service Cancellation Fee's:

EcoRide $9

PureEV $10

PASSENGER NO-SHOW

In situations where a driver has:

• Arrived at the pick-up location
• Swiped "arrived" on the driver app
• Waited for the passenger for 5 minutes
• And the passenger is a no-show

The driver can cancel the booking, and the trip requester (account holder) will be charged a cancellation fee applicable to the service type chosen.

Current No-Show Cancellation Fees:

Service Cancellation Fee's:

EcoRide $9

PureEV $10

FEE DISTRIBUTION

Cancellation charges payable to the driver are handled in accordance with the Driver Agreement and applicable Fee Schedule. HEVO’s standard 20% Services Fee does not apply to separately itemised cancellation fees.

IMPORTANT EXCEPTIONS

Note: If a driver is more than 5 minutes late on the ETA and more than 200 meters away from the pick-up point, the rider will not be charged and the driver will not be eligible for a cancellation charge.

Last updated: 20 October 2026