2 min read
Updated 2 November 2026
For operatorsYour cancellation rate is the cancellations that count against you, divided by your accepted bookings, over a rolling 90 days. It is shown under Menu, then Performance and Charter Elite, and updated daily.
What counts
- Unexcused cancellations: choosing None of these, such as double booking, a better offer or staff unavailability.
- No evidence: a recognised reason with no evidence within 24 hours.
- Expired documents: bookings cancelled because a listing's document expired.
Cancelling for a recognised reason with evidence, such as genuine safety, severe weather or an authority's direction, does not count. Neither do cancellations covered by a declared major disruptive event.
Late cancellations count double
An unexcused cancellation within 24 hours of the start counts as two.
What happens
| Your record | What happens |
|---|---|
| First one in 90 days | A notice in the app |
| Rate above 5 per cent | A warning until the rate is 5 per cent or below |
| Rate above 10 per cent, or 2 or more upheld no shows by you in 90 days | A review, loss of Charter Elite status, and possible suspension |
| It keeps happening | Your account can be closed |
Charter Elite requires a rate under 2 per cent.
If you disagree
Open Cancellations on the rate, or the booking, and tap Challenge this within 7 days, with evidence. Someone who didn't make the decision replies within 14 days. If we change the decision, your rate and any cost are corrected.
The rules are in the Cancellation and Refund Policy.
