1. Standard Ride Cancellations (By Customer)
Free Cancellation Window
You may cancel any standard ride booking free of charge within 2 minutes of placing the booking, provided a driver has not yet been assigned or is not yet on the way to your pickup point.
Cancellation Fees
| Situation | Time Window | Fee |
|---|---|---|
| Cancelled before driver assigned | Any time | FREE |
| Cancelled within 2 min of booking (driver assigned) | 0–2 minutes | FREE |
| Cancelled after 2 min (driver on the way) | 2–5 minutes | ₹25 fee |
| Cancelled after driver reaches pickup | Driver arrived | ₹40 fee |
| No-show (driver waited 5+ minutes) | After arrival | ₹50 fee |
Cancellation fees are deducted from your Sppero Wallet or charged to your linked payment method. The driver receives 80% of the cancellation fee as compensation for their time and travel.
2. Hourly Booking Cancellations
Hourly bookings have stricter cancellation terms because drivers plan their entire schedule around these bookings.
| Situation | Fee |
|---|---|
| Cancelled before any driver is matched | FREE |
| Cancelled within 5 min of driver matching | ₹50 fee |
| Cancelled after driver has reached pickup | ₹100 fee |
| Booking cancelled mid-ride | Fare for hours used |
3. Ride Extensions (Hourly)
During an active hourly booking, customers can request to extend the booking by additional hours. Extension requests must be sent at least 15 minutes before the current booking ends. The driver may accept or decline the extension. If declined, the ride ends as originally scheduled and no fee is charged.
4. Driver Cancellations
Sppero Buddy drivers are expected to complete accepted rides. Excessive cancellations affect their service rating and earnings.
- Drivers may cancel in genuine emergencies (vehicle breakdown, safety concern, etc.)
- Cancellation after reaching pickup requires contacting support
- 3+ driver cancellations in 24 hours: Temporary booking suspension (2 hours)
- Repeated pattern: Account review and potential deactivation
- If a driver cancels after reaching pickup, the customer is not charged any fee
5. Ride Not Started — Special Cases
Driver Can't Find Customer
If the driver arrives at the pickup point and cannot locate the customer after waiting 5 minutes and attempting contact via the in-app call, the ride may be cancelled. In this case, a ₹40 no-show fee applies to the customer.
Safety Cancellations
If a customer or driver feels unsafe, they may cancel immediately with no fee from Sppero. Please report safety incidents to Sppero Support immediately for investigation.
6. Refund Policy
Refunds for cancellation fees or disputed charges are processed as follows:
- Wallet refund: If you paid from Sppero Wallet, the refund is credited back to your wallet within 24 hours.
- Online payment refund: Refunds to original payment method take 5–7 working days.
- Disputed charges: Raise a complaint through the app. Sppero Support reviews within 48 hours.
- Error cancellations: If the app cancelled your ride due to a technical error, you will receive a full refund immediately.
7. Repeat Cancellations by Customers
Frequent cancellations affect the Sppero community and driver livelihoods. The following thresholds apply:
| Cancellations | Period | Action |
|---|---|---|
| 3+ cancellations after driver dispatch | Per day | Warning issued |
| 5+ cancellations in a week | Per week | Account review |
| Consistent pattern of cancellations | Ongoing | Booking restrictions |
8. How to Cancel a Ride
- Open the Sppero app and go to the active ride screen
- Tap the "Cancel Ride" button
- Select a cancellation reason from the list
- Confirm cancellation
- If fee applies, you'll see the amount before confirming
9. Contact & Disputes
If you believe a cancellation fee was charged incorrectly, or your ride was cancelled through no fault of your own, please contact Sppero Support:
- 📧 Email: support@sppero.com
- 📱 In-App: Complaints → New Complaint → Payment Issue
- ⏱️ Response time: Within 24–48 hours