We aim to provide an efficient and fair service for everyone on Hailo. Unfortunately there are times when passengers cancel a cab without good reason and to discourage this a small cancellation fee of $5 will be applicable under certain circumstances. You still cancel a taxi without incurring a cancellation charge when:

• you cancel before your taxi has been confirmed
• you change your mind and cancel within one minute of your taxi being confirmed
• your taxi doesn’t arrive within 3 minutes of the ETA* first displayed upon confirmation
• you and your driver both agree to cancel

At all other times passengers will be charged the $5 cancellation fee. We will give you advance warning via an in-app message if you are liable to incur a cancellation fee.

*Estimated Time of Arrival