PASSENGER CANCELLATION POLICY

INTRODUCTION

This policy explains when cancellation fees apply for ride cancellations through the Hevo rider app. Understanding this policy will help you avoid unexpected charges and ensure a positive experience for both passengers and drivers.

CANCELLATION SCENARIOS

Standard Cancellation

Free Cancellation Period:

• All rides canceled within 5 minutes of booking are free of charge ($0)
• Cancellations after the 5-minute grace period will incur fees based on your service type

Service Type Cancellation Fees:

• EcoRide $9
• PureEV $10

Passenger No-Show

When a driver arrives at your pickup location and waits for 5 minutes but you do not appear, this is considered a "no-show." In this case:

• The driver may cancel the booking
• Your account will be charged the cancellation fee based on your selected service type
• The same fee structure applies as for standard cancellations

Rider-Requested Driver Cancellation

If you ask a driver to cancel a trip on your behalf:

• The cancellation will follow the same rules as a standard cancellation
• If the cancellation occurs after the 5-minute grace period, your account will be charged the applicable fee
• The same fee structure applies as for standard cancellations

EXCEPTIONS

No Cancellation Fee Will Apply When:

• The driver is more than 5 minutes late based on the estimated time of arrival (ETA)
• AND
• The driver is more than 200 meters away from your pickup location

In these circumstances, you can cancel without any charge ($0).

FEE SUMMARY

Service Type Cancellation Fees:

• EcoRide $9
• PureEV $10

All fees are charged to the account holder who requested the ride.

CONTACT INFORMATION

For questions or concerns about a cancellation fee, please contact Hevo customer support through the app or at support@hevo.app.

Last update: March 10, 2025