Hailo Cancellation Policy

At Hailo, we aim to provide a fair deal for both passengers and drivers. For the service to work well for everyone, we rely on people keeping their promises.

When a driver accepts a job using Hailo, the passenger has a right to expect that driver to turn up, and when a passenger hails a taxi using Hailo, the driver should expect that passenger to be at the pickup address.

Sometimes there are legitimate reasons for a cancellation, but if either party cancels without a fair reason, it is frustrating for the other person and we think it is reasonable for that behaviour to be discouraged.

If any of our drivers continually cancel jobs without good reason, we have a compliance procedure in place that could ultimately see them removed from the Hailo network. Conversely, when a passenger cancels without good reason the driver should expect some small compensation to cover his or her time. For this reason we are introducing the Hailo Cancellation Policy.

  • If a driver has not been confirmed, and you cancel, you will not be charged the cancellation fee.

  • If you cancel within 2 minutes of your taxi being confirmed you will not be charged the cancellation fee.

  • If after 2 minutes of your taxi being confirmed you decide to cancel, we will let you know that you will be charged a cancellation fee of £5 should you choose to confirm your cancellation.

  • If you do not board the taxi at the pickup location within 2.5 minutes of the taxi arriving or you and the driver have not made contact, the £5 cancellation fee will apply.

  • If both you and your driver mutually agree to cancel you will not be charged a cancellation fee.

  • If you have not registered a card and incur a cancellation fee, we will require that you add a credit or debit card before you can hail another taxi.

Where possible, we encourage our passengers to contact their driver directly prior to cancelling as this tends to resolve many misunderstandings.

Pay with Hailo Cancellation Policy

There is no cancellation fee for Pay with Hailo. Please note:

- If you cancel within 1 minute of your check-in you will not be charged for your trip.

  • If after 1 minute of your check-in you decide to cancel, the driver will be notified about your cancellation and will need to confirm the cancellation and accept any other means of payment.

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