Cancellation policy

For cancelling both NOW and LATER bookings, cancellation fees may apply to compensate the Captain.

When is a cancellation fee charged?

For NOW bookings:

• You can cancel a ride for free within 3 minutes of booking.
• After 3 minutes, a cancellation fee will be charged, which is the minimum fare.
• If you cancel after the Captain has arrived, you'll be charged the minimum fare plus any waiting charges.

For LATER bookings:

• You can cancel up to 60 minutes before your pickup time without a fee.
• After 60 minutes or once the Captain is assigned, a cancellation fee will be charged, including the minimum fare and any waiting charges (if applicable).

Captain waiting time: If the Captain has waited at the pickup location for 5 minutes, they can request to be released, and a cancellation fee will apply.

What if my Captain is not moving or asks me to cancel?

In such cases, please reach out for instant help by following these steps:

1. On the booking screen, scroll down and select ‘Need our help.’
2. Choose the relevant option.
3. Select 'Call Us,’ and you will be connected to the team.

What is the cancellation fee?

You can check the cancellation fee on the Careem app by following these steps:

1. Select ‘Hala Taxi’ on the app.
2. Go to Menu and select ‘Help.’
3. Scroll to FAQs and select ‘Careem’s rates.’
4. Find the pricing and cancellation fee for all Hala Taxi and other car types for NOW and LATER rides