Rider Cancellation Policy

If you need to cancel a ride, you can take the following steps:

1. If you booked the ride yourself, you can cancel the ride directly in the Onward Rider App or via browser in the Onward Dashboard.  Cancel by selecting the ride in the Upcoming Rides view, and then select "Cancel" or you can choose "Cancel and Rebook" if you want to change the date or time of the trip.

2. If the ride was booked on your behalf, please first contact the trip coordinator to request to cancel your ride.   Detail about the trip coordinator may be found in ride confirmation emails or text messages.

3. If you still need help to cancel your ride, please call Onward's Concierge team (1-800-700-4797).

Note: Trips canceled less than 24 hours before the scheduled start time may result in cancellation fees as noted below.

Canceling Within 24 Hours

If your ride has been matched to a Driver and you cancel within 24 hours before your ride, the cancellation fee will be $25.

Canceling Within 2 Hours

If canceled within 2 hours, the cancellation fee may be the entire estimated fare up to $50 for Companion Rides, or the base rate for the ride for other services.

Because our Drivers plan their schedules around ride requests, these fee allows us to make sure Onward Companion Drivers and our partners are fairly compensated for their time.