GetTranzport – Ride Cancellation & No-Show POLICY

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1. PURPOSE & SCOPE
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This policy establishes clear, fair, and globally applicable rules governing:

• Passenger and driver cancellations
• Passenger and driver no-shows
• Airport pickup-specific rules
• Compensation and penalty apportionment
• Repeated misuse and escalation measures
• Refunds, disputes, and safety-based exceptions

This policy applies to ALL ride types and ALL countries where GetTranzport operates.

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2. DEFINITIONS
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• "Cancellation": Ending a ride before trip commencement.
• "Grace Period": Short window after booking/acceptance where cancellation is free.
• "Driver En-Route": Driver has started moving toward pickup location.
• "Arrival": Driver marks "Arrived" or system confirms via GPS geofence.
• "Wait Time": Time driver waits after arrival.
• "Passenger No-Show": Passenger fails to appear or respond within approved wait time.
• "Driver No-Show": Driver accepts but fails to arrive or abandons pickup.
• "Scheduled Ride": Ride booked in advance.
• "Long-Distance Ride": Intercity or high-distance/high-fare trip.
• "Airport Pickup": Any pickup at an airport terminal, arrival zone, or designated airport pickup area.

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3. RIDE CATEGORIES
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• A) On-Demand (ASAP) Rides
• B) Scheduled / Reserved Rides
• C) Long-Distance / Intercity Rides
• D) Premium / Special Services
• E) Airport Pickup & Drop-off Rides

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4. GENERAL PRINCIPLES (GLOBAL)
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4.1 Marketplace Fairness

• Drivers are independent operators setting their own prices.
• Cancellations directly affect time, fuel, airport access fees, and earnings.

4.2 Communication Obligation

• Both parties must remain reachable via in-app call or chat.
• Failure to respond at airports is treated as high-severity misuse.

4.3 Local Law Supremacy

Where local regulations conflict, local law prevails.

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5. PASSENGER CANCELLATION RULES
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5.1 FREE CANCELLATION (STANDARD GRACE PERIOD)

• Passenger may cancel FREE within 2 minutes of driver assignment
• Applies only if driver has not started driving towards passenger's pickup location

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5.2 ON-DEMAND RIDES – PASSENGER CANCELS
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(A) After Grace Period, Before Driver Arrival

• Fee: MAX (100% of estimated fare, Base Fee)
• Driver receives: 50%
• Platform retains: 50%

(B) After Driver Arrival (Before Wait Time Ends)

• Fee: MAX (100% of estimated fare, Higher Base Fee)
• Driver receives: 50%
• Platform retains: 50%

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5.3 PASSENGER NO-SHOW (NON-AIRPORT)
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Standard Wait Times:

• On-Demand: 5 minutes
• Scheduled/Premium: 7 minutes
• Long-Distance: 10 minutes

No-Show Fee:

• MAX (100% of fare depending on ride type, No-Show Base Fee)

Driver Compensation:

• 50% depending on ride type

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6. AIRPORT PICKUP – SPECIAL RULES
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Airport pickups involve regulated zones, restricted waiting, parking fees, and flight-related uncertainties. These rules override standard pickup rules.

6.1 AIRPORT GRACE & ARRIVAL CONDITIONS

• Grace Period after driver assignment: 2 minutes
• Driver arrival is recognized when:
  • Driver reaches designated airport pickup zone, AND
  • Marks "Arrived" or system confirms via GPS

6.2 FLIGHT DELAY & TRACKING RESPONSIBILITY

• Passengers are responsible for:
  • Providing correct flight number (where requested)
  • Monitoring flight delays and updating pickup time if needed
• Flight delays do NOT automatically waive cancellation or no-show fees unless the driver has not yet departed toward the airport.

6.3 AIRPORT WAIT TIME (EXTENDED)

• Standard airport wait time: 30 minutes
• Premium / International arrivals: 60 minutes
• After wait time expires, passenger is marked as No-Show.

6.4 AIRPORT PASSENGER NO-SHOW

Occurs when:

• Driver arrived at correct terminal/pickup zone, AND
• Driver waited full airport wait time, AND
• Passenger failed to appear or respond

Airport No-Show Fee:

• MAX (100% of estimated fare, Airport No-Show Base Fee)
• Plus airport parking, tolls, or access fees (where applicable)

Compensation:

• Driver receives: 30%
• GetTranzport retains: 70%

6.5 AIRPORT PASSENGER CANCELLATION (LATE)

• Cancel after driver is en-route to airport:
  • Fee: MAX (100% of fare, Airport Base Fee)
• Cancel after driver arrival:
  • Treated as Airport No-Show

6.6 AIRPORT DRIVER CANCELLATION

Drivers must avoid airport cancellations except for valid reasons.

Driver Cancels:

• Before en-route → No penalty or low penalty
• After en-route or arrival → 10–20% penalty
• Passenger receives priority rematch + credit

6.7 MISSED CONNECTIONS & BORDER DELAYS

• Immigration, customs, or baggage delays are passenger responsibility
• Extended waits beyond airport wait time are billable or no-show eligible

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7. SCHEDULED / RESERVED RIDES
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• Cancel 60+ minutes before pickup → FREE
• Cancel 15–59 minutes → 25% fare (Driver 30%)
• Cancel <15 minutes or en-route → 35% fare (Driver 30%)
• Scheduled No-Show → 100% fare (Driver 30%)

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8. LONG-DISTANCE / INTERCITY RIDES
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• Cancel 24+ hours before → FREE
• Cancel 2–24 hours → 80% fare (Driver 30%)
• Cancel <2 hours or en-route → 100% fare (Driver 30%)
• No-Show → 100% fare (Driver 30%)

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9. DRIVER CANCELLATION & PENALTIES
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• Driver Grace Period: 2 minutes
• Late cancellation: 5–15% penalty
• Driver No-Show / Abandonment:
  • 15–25% penalty
  • Reduced visibility or suspension
  • Passenger compensated

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10. VALID EXCEPTIONS (WAIVERS)
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• Safety threats or illegal requests
• Medical emergencies
• Severe weather or road closures
• Verified system errors
• Documented vehicle breakdowns
• Accessibility accommodations

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11. REPEATED MISUSE & ESCALATION
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Passengers:

• Repeated airport no-shows may lead to
  • Higher fees
  • Pre-authorization requirement
  • Account restriction

Drivers:

• Repeated airport cancellations may lead to
  • Loss of airport trip eligibility
  • Suspension or deactivation

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12. REFUNDS, DISPUTES & PAYMENT
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• Disputes within 48 hours
• Evidence: GPS, call logs, Pickup location landmark pictures, timestamps, etc.
• Fees charged in local currency
• Tips excluded

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13. POLICY ACCEPTANCE
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By using GetTranzport.com as a Passenger or Driver, you agree to this policy.

Support: [email protected]