Rider cancellations
- Free within the grace period after you choose a driver (shown in the app; currently 2 minutes).
- Free if your driver is running significantly later than the arrival time shown when you chose them.
- A cancellation fee applies after the grace period, and a higher fee once the driver has arrived at pickup.
- The exact fee is always shown before you confirm.
No-shows
If the driver has arrived and you don’t appear within the waiting period shown (currently 5 minutes), the driver may cancel and a no-show fee may apply. Most of any cancellation or no-show fee goes to the driver for their time and fuel.
Driver cancellations
If a driver cancels, you are not charged, and we automatically put your request back out at the same price.
Refunds
If something went wrong — for example a much longer route than necessary, a fee charged in error, or a safety concern — report it from the trip in the app. Approved refunds are returned to your original card or your HaloRide wallet. Card refunds may take 5–10 business days to appear, depending on your bank.
Safety exceptions
You will never be charged a fee for cancelling because you felt unsafe. Tell us in the app and we will waive any fee and open a safety case.