Rider Alteration Policy

The pickup times for rides change all the time. It happens to everybody. When this happens with your Onward ride, what should you do? 

If the pickup time is more than 24 hours away, you can call us (1-800-700-4797) and adjust the time with no penalty or issue. You can also cancel the ride in the Onward app or website and book a new one at the new time. There will be no charge.

If the pickup time is less than 24 hours away, we will try our best to accommodate the change. If we are unable to accommodate the adjustment, we will cancel the ride and you will be charged $25 per our Onward Cancellation Policy.

If the pickup time is less than 2 hours away, we will be unable to accommodate the last-minute change. Rides can be fulfilled as planned or we will cancel the ride and you will be charged the full estimated amount of the ride, capped at $50, per our Onward Cancellation Policy.