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How to Cancel a Ride for CareDrivers

Di Xu
Updated

Before you cancel

While we understand that there are situations when a cancellation is unavoidable, we ask that you consider carefully when claiming rides and limit cancellation as much as possible by only claiming rides you are sure you can complete. If you must cancel, please do so as far in advance as possible.

Cancellation guidelines

The following guidelines apply to cancellation:

  • Any rides canceled within 12 hours of the scheduled pickup time are considered last-minute cancellations and will count toward your Cancellation Rate.
     
  • To cancel a ride less than 90 minutes before the scheduled pickup, you must call or chat HopSkipDrive Support.

How to cancel a ride you have claimed

To cancel a ride, follow the steps below:

  1. Tap My Rides.
     

    my rides page selected caredriver.png

     

  2. Tap the ride you want to cancel.
     

    tap to see ride details caredriver.png

     

  3. Scroll to the bottom of the Ride Details screen and tap Cancel Ride.

     


    If the first pickup for the ride is within the next 90 minutes, you must chat or call support to cancel the ride. Otherwise, continue to the next step below.
     


     

  4. You'll see a warning asking you to consider whether you need to cancel the trip. If you must cancel, tap Continue with Cancellation Anyway.
     

     

  5. Select the cancellation reason that best describes why you need to cancel. Choose from the following:
    • My availability changed: you are not able to complete the ride due to an unexpected scheduling conflict. 
    • Car trouble: you are unable to drive the car registered with HopSkipDrive. 
    • Ride was changed to a time I'm not available: only use this reason if the ride organizer edited the time or location after you had already claimed the ride.
    • Illness or personal emergency: you are not able to perform the ride because you are sick or you or your family have another personal emergency.
    • I'd prefer not to continue with the rider(s): choose this reason if you are canceling the ride because you prefer not to drive the rider(s) again after a previous ride. If you have concerns about a rider's behavior, please contact support.
       

  6. Tap Finish Cancellation. You will be removed from the ride and the ride organizer will be notified.
     

 

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