We aim to provide an efficient and fair service for everyone using Hailo. Our cancellation fee of £5 is designed to compensate the driver when a passenger cancels a cab without good reason. The vast majority of passengers do not cancel cabs and therefore will not be affected by this fee, plus the fee only applies under certain circumstances. You still cancel a taxi without incurring a cancellation fee 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 and all fees go straight to the driver, Hailo doesn’t make a penny.

*Estimated Time of Arrival