Cancelling a VTC ride: timing, fees, refund
Cancelling a VTC ride: timing, fees, refund
You booked a ride but plans changed? Good news: in Reunion Island as elsewhere, cancelling a VTC ride is usually free if you do it before pickup. But a few edge cases are worth knowing to avoid surprise fees.
This guide explains the typical cancellation policy of VTC operators, with timing, possible fees, and best practices in case of unforeseen events.
Table of contents
- Free cancellation: the basic rules
- When fees apply
- Driver running late
- Passenger no-show
- How to cancel in the app
- Requesting a refund
- FAQ
Free cancellation: the basic rules
The standard policy among VTC operators in Reunion Island (including Zoot):
- Free cancellation as long as the driver hasn t arrived at the pickup point.
- Free cancellation in the first minutes after booking (typically 2 to 5 minutes), even if the driver is on the way.
- Free cancellation if the driver cannot arrive within the announced ETA.
For rides scheduled in advance (J+1 or beyond), free cancellation usually applies up to 1 to 2 hours before the pickup time.
| Booking type | Free cancellation up to |
|---|---|
| Immediate ride | 2-5 min post-booking OR before driver arrival |
| Scheduled (same day) | Up to 30 min before pickup |
| Scheduled (J+1 or more) | Up to 1-2h before pickup |
| Long hourly hire | Up to 2-4h before pickup |
When fees apply
Cancellation fees exist to cover the driver s empty trip. They typically apply if:
- You cancel after the driver arrived on site (or very close).
- You cancel just minutes before a scheduled ride.
- You don t show up at the pickup point (no-show).
- You radically change the plan (very different destination implying new pricing).
Amounts are reasonable and capped: usually a €3 to €8 flat fee, never the full fare. On Zoot, late-cancellation fees are designed to stay fair.
Driver running late
If the driver is late versus the announced ETA:
- You can cancel for free after a reasonable delay (typically 5-10 min beyond ETA).
- You can request another driver at no cost.
- On cancellation for driver delay, no charge applies.
This matters: responsibility for the delay sits with the provider, not the customer. On Zoot, internal policies align drivers with this logic: a customer cancelling for significant driver delay is never charged.
Passenger no-show
A no-show is when the driver arrived, waited for you, and you didn t show up. In this case:
- The driver waited 3 to 5 minutes on site.
- They tried to reach you by call and/or message.
- With no answer, they declare a no-show and leave.
- The passenger is charged a no-show fee (typically a small flat fee equivalent to a minimum ride).
To avoid no-shows:
- Be ready to come down 2 minutes before the announced ETA.
- Watch your push notifications: most apps notify when the driver arrives.
- Answer the phone if the driver calls (masked number via the app).
- Cancel rather than not show up: it s more respectful to the driver and often cheaper for you.
How to cancel in the app
On Zoot, cancelling takes 5 seconds:
- Open the ongoing ride in the app.
- Tap "Cancel ride".
- Pick a reason (optional): plan changed, driver late, other.
- Confirm. Cancellation is immediate.
The driver gets the info in real time and can take another ride. Your card isn t charged (or any fees are stated explicitly before confirmation, if applicable).
Book risk-free thanks to free cancellation before pickup on Zoot →
Requesting a refund
If you believe you were charged unfairly (unjustified cancellation fee, ride never happened, issue during the trip), you can:
- Dispute from the app under "My rides" → "Report an issue".
- Attach evidence (screenshot, precise description).
- Get a response from support within 24-48h.
On Zoot, the support team handles each request individually. Legitimate refunds (ride not done, double-charge, wrong fee) are typically processed within 3-5 business days.
FAQ
How long after booking can I cancel for free?
On most operators, 2 to 5 minutes post-booking, even if the driver has already accepted. Beyond that, free cancellation remains possible as long as the driver hasn t arrived at the pickup point.
What if the driver doesn t come at all?
Free cancellation and full refund if a pre-authorisation was made. You can immediately book another one. On Zoot, support investigates repeated cases on the driver side to prevent this.
Are there cancellation fees on hourly hire?
For scheduled hourly hires (wedding, event), specific terms may apply, especially for cancellations within 24h. See our VTC pricing guide.
How do I avoid a no-show?
Enable push notifications, be ready to come down 2 min before ETA, and answer calls from the driver. When in doubt, better to cancel than make them wait. See also our VTC safety article on ride traceability.
Can the driver cancel my ride?
Yes, in some cases (breakdown, personal emergency, wrong address). In that case, you re never charged and the app immediately offers another driver. No bad rating or penalty on your side.
Further reading
Related articles
Zoot · La Réunion 974
Get the Zoot app
Book a verified local driver anywhere in Reunion Island. Upfront price, secure in-app payment. iPhone and Android.