Cancelling a Tugu Recovery
You can cancel a trip at any time before or after you’ve been matched with a driver.
To cancel before you are matched with a driver:
- Swipe up on your screen to see the trip details
- Tap “Cancel” and choose the cancellation reason
- You’ll be asked to confirm the cancellation.
To cancel after you’ve been matched with a driver:
- Swipe up on your screen to see the trip details
- Tap “Cancel” and choose the cancellation reason
- You’ll be asked to confirm the cancellation.
- A cancellation fee may apply.
Once a trip has started, you can end it by notifying your driver that you’d like to be dropped off. The driver will end the trip for you.
If you accidentally cancel a trip while en route to your destination, simply rebook another trip. As your last driver will be nearby, they will likely be able to confirm again to continue the journey.
Cancellation Fees
Non-Reserve trips
Cancellation fees help ensure more efficiency on the Tugu App as well as faster assistance. Cancellation fee amounts differ by city and vehicle option.
You may be charged a cancellation fee by Tugu in the following situations:
- You cancel 2 minutes after your driver confirms the trip. The fee will be waived if your driver is significantly late.
- Your driver decides not to fulfill the trip after waiting the required minutes after arriving.
Reserve trips
- If you cancel the trip up to 1 hour before the scheduled pickup time, you will not be charged any fee for this cancellation.
- If you cancel the trip less than 1 hour before the scheduled pickup time, you will be charged a fixed cancellation fee.
- If your driver chooses not to confirm a reservation, then that trip is offered to other drivers that may want to confirm the trip.
- After the reserved pick-up time, drivers need to wait the required amount of minutes. If you are not there after this time the trip can be cancelled and you will be charged a fixed cancellation fee.
Additionally, the cancellation fee will be waived for a small subset of cancellations if your Driver exceeds the initial estimated time of arrival (ETA) by 5 minutes, if your Driver hasn’t made any progress towards your location or if your Driver is driving further away from the pick-up location. In those instances, you will be waived for the cancellation fee and Drivers won’t be eligible to receive the cancellation fee.