Overview
Goose Cabs markets configure cancellation and waiting rules in fare settings. Your in-app estimate and receipt reflect the rules for the operator that serves your trip.
When ride services open, the final published version of this Policy will form part of the applicable Terms of Service and Driver Terms. No ride, cancellation, or waiting fee is currently available or charged through Goose Cabs.
When riders cancel
Commitment point: once a driver has accepted your trip, cancelling may incur a fee. Cancelling earlier is generally free.
- Free (no cancellation fee): statuses such as requested, searching, or assigned before acceptance, and trips that end as no drivers available.
- After driver accepts (accepted): an after-accept fee may apply. There is no additional free grace window in code after acceptance.
- While driver is arriving or has arrived: an after-arrive fee may apply.
- After the trip has started (in progress): an after-start fee may apply.
How fees are calculated
A market policy may set a fee as a fixed amount, as a percentage of the trip fare, or as the greater of the two, in each case subject to a minimum and a maximum. A cancellation fee never exceeds the total fare for the trip.
Amounts differ by market and by operator. The amount that applies to your trip is shown in the app before you confirm a cancellation, and any fee charged is itemised on your receipt. We do not publish a single national figure here because it would be wrong for some markets.
Support staff may waive or reduce a fee where the circumstances warrant it, for example where a driver was significantly delayed, was travelling away from you, or the vehicle did not match what was shown.
Cash trips: cancellation fees are generally not charged, because there is no card authorization to capture.
Refunds after cancel
If payment was only authorized (not captured), we release the authorization. If an amount was captured, refunds equal the captured amount minus prior refunds minus any applicable cancellation fee.
Driver, admin, and system cancellations
Cancellations initiated by a driver, by the system, or by an admin (without assessing a rider fee) do not charge the rider a cancellation fee under the standard fee calculator.
If a driver cancels after accepting, the platform may automatically re-search for another driver a limited number of times before the trip is fully cancelled.
No-show amounts in fare settings
Fare settings may include a no-show amount for operator configuration and reporting. Automated charging of a distinct no-show tier inside the cancellation fee calculator is not currently applied the same way as after-accept / after-arrive / after-start tiers. If we enable automated no-show billing, we will update this Policy and in-app notices.
Waiting-time charges
Drivers may notify you when waiting charges begin after a grace period at pickup (and at waypoints when used).
Billable waiting time is measured from the driver's arrival until the trip starts. For a scheduled trip, waiting generally starts at the later of the driver's arrival and the scheduled pickup time, so an early driver does not start your clock. Waypoint dwell time is measured the same way.
A grace period applies at each stop and is deducted before anything is billable. Total billable waiting time is capped.
At completion, waiting charges are calculated as billable minutes multiplied by the waiting-time rate for your market, adjusted by any surge multiplier applying to the trip, and added to the fare. The grace period, the cap, and the per-minute rate are set per market. The amounts that applied to your trip are itemised on your receipt.
Fare adjustments at completion
Separate from cancellation, completed trips may adjust the final amount when early dropoff, different pickup, or significant route variance rules trigger a recalculation, subject to minimum fare and configured variance thresholds. Details appear on your receipt.
Scheduled rides
Scheduled rides that cannot be activated because payment authorization expired or pickup windows were missed may be cancelled by the system. Rebooking may be required. See Terms of Service for scheduling limits.
Questions and disputes
Contact support@goosecabs.ca with your ride ID if you believe a fee was applied incorrectly. These documents are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein, without regard to conflict-of-law rules. Courts in Alberta have exclusive jurisdiction, except where consumer protection law requires otherwise.