4 min read
Updated 2 November 2026
For guestsYou can cancel a booking from the app. The app shows how much you will get back before you confirm, worked out under the Cancellation and Refund Policy.
How much you get back
Every booking has a cancellation option, shown before you pay and in your booking confirmation. It sets the notice window. There are only two refund levels:
| When you cancel | Your refund |
|---|---|
| Before the notice window | 100% of the total price, including the service fee, less processing costs |
| Inside the notice window, before the trip starts | 50% of the total price, less processing costs |
| At or after the start time, or a no show | No refund |
The operator chooses one option for trips under 24 hours and one for trips of 24 hours or more. The listing shows the one for your trip:
| Option | Notice window |
|---|---|
| Flexible | 24 hours before the start |
| Standard | 48 hours before the start |
| Firm long term | 4 days before the start |
| Strict long term | 7 days before the start |
Your option is locked when you book. No other cancellation charge can be added.
Processing costs. If you cancel, Pickup keeps the actual card and bank cost the payment provider charged. It is never a flat or estimated amount, and the refund shows it. We tell you this before you book, and operators get no share of it. If the operator or Pickup cancels, you get a full refund, including those costs.
Road levy. On a car trip, the road levy comes back in full whenever the trip does not happen, on top of the amounts above.
The full rules are in the Cancellation and Refund Policy.
How to cancel
- Open the Trips tab and select the trip.
- Tap Cancel reservation.
- Read the screen. It shows your cancellation option, what you paid, the processing costs kept and what comes back to you. Tap Next.
- Under Why are you cancelling?, choose a reason: My plans changed, I booked by mistake, I found another option, The operator asked me to cancel, Safety or weather worry, or Something else. Your reason is shared with Pickup only. It does not change your refund.
- On Cancel this reservation?, check the amount and tap Cancel reservation.
You see Reservation cancelled. The trip moves to your past trips and shows the refund.
If the operator is at fault
Operators must cancel themselves. If the operator asks you to cancel, tell us instead, and you get a full refund. If the car, boat, aircraft or crew does not match the app, or the chauffeur or crew does not turn up, do not cancel. Report it from the trip for a full refund. See What happens if my operator cancels?
Cancelling a request
If your trip still shows Waiting for operator, open it in Trips and tap Withdraw request. Your payment is released in full. No cancellation option applies to a request.
Cancelling during a trip
Once your trip has started, cancelling gives no refund. If something is wrong, report it so it can be reviewed. See How to report a problem with your trip. If you feel unsafe, call 112 first.
